BI Reporting Categorization levels in the service ticket RSA5

Question

CRM 5.0
We have created a 2 level categorization for our ICWC with values created in the category modeler.  In the ICWC user can fill in category  1 & category 2 (GOOD)
But in RSA5 in running the BI extract 0CRM_SRV_PROCESS_H
The extract only appears to hold the category 2 data.
If we create a service ticket and only fill in category 1 (leave category 2 blank) then the category 1 data is in the extract.
How do obtain both level 1 & 2 data for BI reporting?  Points to be given.

Answer 1

Hi Glenn,
The reason why is because the second level is stored with the first level concatenated to the second level. I'll clarify this.
The configuration of the catalog/codes is like this:
Level 1
C_1 Hardware
C_2 Software
Level 2
D_1 Printers
D_2 Screens
D_3 Mouse
D_4 Windows
D_5 Office
Via the Category Modeler the following hierarchy is created:
C_1
   |__D_1
   |__D_2
   |__D_3
C_2
   |__D_4
   |__D_5
If you look at the technical code, the level 2 is stored like this: C_1:D_4 in the service ticket
To make a reconsiliation of both levels in BW I believe you should transfer the following tables to BW
CRMC_ERMS_CAT_CA
CRMC_ERMS_CAT_CD
CRMC_ERMS_CAT_CL
CRMC_ERMS_CAT_CT
These tables contain the technical code + Description of the categories.
When you make the BW report, you need to read the category, split it by the ":" and rebuild the levels yourself based on the tables.
hope this helps.
Micha