Change the status of the service ticket in crmd_order

Hi,
i want to change the status of the ticket with out changing manually in the transcation crmd_order.
I need the program to change the status based on transction number(service ticket number)
Please guide me is there any FM to get that.
Thanks in advance,
Suresh

Got the solution:-)
It is defined in customization that when the status is closed, no changes can be done. So by removing that customization my code works both for both closed and open charms.
Thanks,
vinod.

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Changes made to the service ticket are not being saved.

Hi Gurus,
Can anyone please help me out ?
There is a problem while updating the service ticket and saving it.
Its allowing the changes however when trying to "save " . The "please wait" icon is displayed briefly indicating work has been saved. I then click on the "Service ticket" box to bring up the "Service Criteria" box in order to start the process all over again.
When I go back and check the data of the "saved " S.ticket its is either partially saved or not saved.This is not happening to all end users of CRM but one person and she is being doing this job for years.
Please suggest what should be done.Early the better.
Thanks to one and all,
R.....

You need to explicitly refresh the tables. In the Mapping Workbench, select or multi-select the tables you'd like to refresh, right click on them and choose "refresh".
IF you are doing that, and not seeing the changes, then the most likely issue is that you are connecting to a different database and/or using a different JDBC login.
- Don

Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.

I am trying to connect to SharePoint in my Office 365 environment by following https://support.office.com/article/Set-up-the-SharePoint-Online-Management-Shell-environment-7b931221-63e2-45cc-9ebc-30e042f17e2c and I am getting:
Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.
Is there some setting I need to change on the O365 side? Thanks.

Hi,
Based on your description, my understanding is that you want connect SharePoint Online using PowerShell.
Please make sure that the following software is installed.
Windows Management Framework 3.0
SharePoint Online Management Shell
And then, open the SharePoint Online Management Shell and use the Script below to test
whether it works.
$User = "[username]@[tenant].onmicrosoft.com"
$Pass = "[password]"
$creds = New-Object System.Management.Automation.PSCredential($User,(ConvertTo-SecureString $Pass -AsPlainText -Force));
Connect-SPOService -Url https://[tenant]-admin.sharepoint.com -Credential $creds
Get-SPOSite
More information:
http://blog.falchionconsulting.com/index.php/2013/01/using-powershell-to-manage-sharepoint-2013-online/
Thanks,
Dennis Guo
TechNet Community Support
Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact
[email protected]
Dennis Guo
TechNet Community Support

FM for getting the Service Ticket Details

Hi Group,
I have a requirement wherein, I need to get the Service Ticket(s) for the system when I pass the Status of the Service Ticket.
The query is like:
Import -> Passing the Status of the Ticket (like : Assigned/Closed/Resolved ).
Export-> Get the details of all the Service Tickets whose status is mentioned in the
 Import Parameter..
So please let me know of the FM/BAPI to achieve this task.
thanks in advance.
Regards,
Amit.

Hi Amit,
You can use FM
'CRM_SERVICE_PROCESSES_SEARCH'
Here in 'Export' Parameter:: STATUS specify the status required
Parameter: FROM and TO for dates.
and collect the result from Import parameter: BUSINESS_PROCESSES_LIST
Best Regards,
Pratik Patel
Reward with Points!

Very slow start when initially entering the service ticket in Web UI (2007)

We seem to encounter a very slow start when initially entering the service ticket in Web UI (2007). Once in all seems speedy enough. I don't have my access arrange for the Service marketplace (OSS notes) yet so can't check if there is a known solution, which I suspect there is. Has anyone encountered this problem and possibly resolved it?.
Jason.

Previous posts have highlighted the following notes:
1048388 General Performance improvements of BSP transactions
1162605 Network performance for CRM 2007 Webclient
1162685 SAP CRM 2007 Webclient Performance
821045 Poor performance of MIME objects in BSP pages
581316 BSP Delta-Handling for CRM (BASIS 620 SP17)
However, I was wondering whether anyone has come across any other small changes that may have a major effect. A quick-win I guess you call it. From bitter experience I know there are rarely quick wins when it comes to optimisation due to the amount of re-testing etc.
But any further advice would be welcome.
Jas.

Problem in Changing the Service Order Using BAPI_ALM_ORDER_MAINTAIN

Hi ABAPers,
I want to change the Service order(TCODE-IW32) Using BAPI_ALM_ORDER_MAINTAIN.But i don't know what are all the
Parameters needs to be passed.I want to chnage the COMPONENT of the Service Order.Please anyone tell me what all are the
mandatory parameters should be passed to change the COMPONENT of the Service Order.If anyone has the code Please send me.
It is very Urgent Kindly help me to Solve this problem.
Regards,
Ashok.

Hi Ashok,
i am sending u the sample eg thread for bapi create i thnk u can find out the mandatory fields frm tht ...
check this link though it is for create the mandatory fields and structure will be same .
Create Order BAPI
regards
Sana M.
reward for useful answers..

Can we buy iphone from one country and then change the service provider

Hi,
I wanted to know if I buy an iphone from india today can I change the service provider when i come to U.S.A. for my studies in Jan

It seems to depend on the country where you bought your phone.
In Australia, with a post-paid account I can have my carrier unlock the phone for free so I can use the phone on a pre-paid account in the States when I am there.
My carrier here gets paid regardless as I am on a 24-month contract.

Save the service ticket in the ICWC

Hi,
I want to throw a message in the ICWC when the service ticket is trying to save in the ICWC without giving any one of the classifications of service ticket.
Can anydody please help me where i can put the conditions to throw the message before saving the service ticket.
Thanks & Regards,
Suresh Babu Gade

Hi Suresh,
Did you tried to implement the ORDER_SAVE Badi..for your scenario...
please check...
Regards,
Raghu

Automatic Routing in the Service Ticket

Hi everybody.
what's "automatic routing"?
When i click on "escalation" in the service ticket, it's display a message "No rule found for automatic routing".
With profile "ic_manager" i was create a roule but now i don't know where insert it in the customizing?
Anyone has any idea about this ?
Best regards.
Virginia

Hi Virginia,
You need to pre-configure some rules based on which you route service tickets.Login with IC manager role in CRM 2007.There you go to Process Modeling->Rule Polciy->Create rules.
Here you create rule for Context=Order Routing.
Rule will be something like-If transaction type=service ticket and employee responsible = Virginia, then route to 'XYZ'.
I have done similar thing for Complaints.
Hope this helps!
Regards,
Rohit

Combine the Service Ticket View and the Survey

Dear experts,
I need to display the survey within the Service ticket View. Can you please guide me through the steps to achieve the same?
Thanks,
Kanthimathi

Hi there,
Am just copy and pasting this link.. Some one has explained this procedure in the forums.As I am not sure how to give you the link of the thread, am just copy and pasting it here.
The Attachments assignment block is a re-use component. These re-use components can be integrated into all business transaction components, and as such also in the interaction record. You need to carefully check how the component GS_CM is integrated into component BT111H_OPPT.
1. Define your own enhancement for the interaction record component ICCMP_BT_INR
2. Definition of component usage for GS_CM in the runtime repository editor of the enhanced ICCMP_BT_INR component:
Component Usage: CUGSCM (compare with the component usage in BT111H_OPPT)
3. Enhance the component controller class CL_ICCMP_BT_BSPWDCOMPONE6_IMPL, method WD_USAGE_INITIALIZE
This method binds the context node(s) of the re-use component to the corresponding context node(s) of the main component ICCMP_BT_INR
Sometimes this is easy and binding can happen between 2 BTADMINH nodes for example. In case of the Attachment assignment block a custom controller is used, which makes it more complicated.
Example for BT111H_OPPT
Attachments
WHEN 'CUGSCM' OR 'CUGSCM_DET'.
CALL METHOD iv_usage->bind_context_node
EXPORTING
iv_controller_type = cl_bsp_wd_controller=>co_type_custom
iv_name = 'BT111H_OPPT/CUGSCMCuCo'
iv_target_node_name = 'CMBO'
iv_node_2_bind = 'CMBUSOBJ'.
IF gv_ppm_flag = abap_true.
CALL METHOD iv_usage->bind_context_node
EXPORTING
iv_controller_type = cl_bsp_wd_controller=>co_type_custom
iv_name = 'BT111H_OPPT/CUGSCMCuCo'
iv_target_node_name = 'ATTRIBUTES'
iv_node_2_bind = 'ATTRIBUTES'.
ENDIF.
4. Create custom controller in the enhanced ICCMP_BT_INR component, similar to BT111H_OPPT/CUGSCMCuCo.
You can re-use the opportunity custom controller, and just copy the code above into the WD_USAGE_INITIALIZE method of the interaction record component.
However, to have more clean code it would be better to define your own custom controller in the interaction record component.
5. Enhance the interaction record viewset to display the newly linked re-use component.
ICCMP_BT_INR/InrViewSet. You will probabily need to create a new viewarea and tablinks, and navigational links in the runtime repository.
hope that helps,
Sreekanth

Need help with Adobe barcode decoder version 7.0 (PDF 417), changing the service logon user id

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Event Type: Error
Event Source: AdobeBarcodeDecoder
Description:
The description for Event ID ( 1 ) in Source ( AdobeBarcodeDecoder ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. The following information is part of the event: Problem with the USB key: INITIALIZE.
any help to solve this issue is really appreciated. We checked the access rights of the account that is trying to run the service and the account is part of the local administrators group. But When we change the service account back to "Local System Account" it is working fine. Any idea or am I missing any step?
Thanks
Suganya

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DtaStor JetSeek failed to find a record
However, software updates are deploying and installing just fine it seems. I did update my Site Server yesterday manually, like I always do after every Patch Tuesday.
Am I not supposed to patch my Site Server manually, or should I add it to the Software Update Management scheme I have set up in SCCM?
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BI Reporting Categorization levels in the service ticket RSA5

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.

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

To unlock the service ticket

Hi all,
we are using ICWC we are facing a problem that when the enduser is creating the ST after that when he opens that same ticket it is showing an error that ST is locked by the user XXX
Regards,
V.Sekhar.

Hi,
The service ticket edit is controlled by the partner function Agent responsible and only one person can work at a time on the ticket .
if i understand correctly you want the ticket to be simultaneously edited by both the expert and the Agent this will happen only when the agent goes in display and then comes back in edit mode. for providing display as well as edit authorisation you will need to add it in the agent role.(Basis help needed)
hope this helps
Regards
Raj

Changing Date and Time of the Service Tickets.

Dear All,
                  I am implementing a program where i need to change the date and time of incoming service tickets which comes after 6 PM to next day 9 AM. Also if the next day is holiday then it should preset to day after tomorrow's 9 AM.
                  Is there any std. FM to present for this? How should i take care of the Holidays coming. Kindly give a brief idea about the scenario and how the above mentioned functionality can be implemented.
                  Rewards Points for all helpful answers.
Regards,
Vinayak

Hey Vinayak,
I had similar requirement... i had almost fulfilled the requirement but till then the project got scrapped...
I will give you the brief idea on how to go about the whole thing....
You can use this FM to satisfy your requirement.....
CALL FUNCTION 'HOLIDAY_GET'
        EXPORTING
          holiday_calendar           = 'XH'
          factory_calendar           = 'XF'
          date_from                  = lw_frm_date
          date_to                    = sy-datum
        TABLES
          holidays                   = lit_holidays
        EXCEPTIONS
          factory_calendar_not_found = 1
          holiday_calendar_not_found = 2
          date_has_invalid_format    = 3
          date_inconsistency         = 4
          OTHERS                     = 5.
For this you need to create factory calendar and holiday calendar.....This can be done in SPRO path.. Just search for the keywords in SPRO IMG....
You need to do some coding for this and use FM CRM_ORDER_MAINTAIN followed by CRM_ORDER_SAVE to get this thing done which will eventually change the end date of the ticket....
I think you are well briefed on how to go about it from now.....
Inspire ppl by rewarding...
Regards,
Anand..

Changing the service request owner

Hello guys,
Our client is using Siebel eServices and would like to have an e-mail sent to him if a service request status (Assigned QA) has not been changed for a period of time. The e-mail would be sent to the manager and the agent who is assigned to that service request. The e-mail would contain a message saying that the service request status has not been changed. Then the manager would either notify the agent of the assigned service request or reassign the service request to another agent.
1- Is this possible in Siebel eServices?
2- If so how can it be done?
Thank you for your help

Hi,
You can trying using Books of Business.
Create a book and add that particular user to that book and at the time of task creation, through a workflow you can assign it to the corresponding book.
This might resolve the access issue you are facing.
hope it helps,
Mayank

Change the status of the service ticket in crmd_order

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