Complaints Categories

Dear friends,
Please i want to know how to escalate specific category in complaints to specific employee responsible automatically by the system in order to solve or close this complaint.
Best Regards,
Mohamed

Hello
you can use action profiles COMPLAINT  and action definition COMPLAINT_MAIL to trigger the mail.
Regards
Naresh

Similar Messages

  • Finding categories related to complaints.

    Hi All,
    When we create a complaint from CRMD_ORDER, we put Catalog, code group and code under transaction data. System automatically determine the categories in Web Client UI regarding to this.
    Here component used is GSMCDDLB,
    Could u plz let me know, from which table system is linking these codes to the categories.
    If more information is req. Plz let me know!!
    Thanks in Advance!

    Hi Pradeep
    "In the IC WebClient the categories can be selected to categorize a transaction. However the categories are only visible in the Transaction in the IC WebClient UI. They are not directly sotred in the Transaction. When the Transaction is saved the Catalog/Code Group/ Code of the lowest selected category is stored on the database. The categories are linked via the hierarchy of the category modeler to the codes and thus to the ticket".
    You will find the final code level in CRMD_SRV_SUBJECT table.
    Now you will need to find the upper levels from the following tables:
    CRMD_LINK
    CRMD_SRV_OSSET
    CRMD_SRV_SUBJECT
    CRMC_ERMS_CAT_HI (Hierarchy)
    CRMC_ERMS_CAT_CT (Category Descriptions)
    CRMC_ERMS_CAT_OK (Subject code mapping to Schema)
    Also check tables QPCT and QPGT for category textx.
    Check links:
    Tables for Multilevel Categorization selected in the Transactions
    Re: Enhance CRM Extractor for BW
    Hope this helps
    Rupesh Patil

  • Problem follow-up item from Service Order to Complaint in IC CRM 7

    Hi gurus,
    From a Z Interaction Center CRM 7 role (Front Office agent) create by ourselves, we need to create a follow-up complaint from a service order, exactly we need to create a CRMC transaction follow-up from a SRVO transaction. We have do the copying control between these two transactions.
    The items categories that we use are, for SRVO transaction, the SRVS category (Product) and, for CRMC transaction, the COMP category (Complaint). We also have do the copying control between these two items categories.
    In addition, we have defined the following item category determination when copying:
    Source category: SRVS (Product)
    Target transaction type: CRMC (Complaint)
    Target item category: COMP (Complaint)
    When we use a the CRM 7 role SERVICEPRO (Back Office agent), we can create a Complaint (CRMC) follow-up from a Service Order (SRVO) and immediately it appears a pop-up that allows to select the item of the Service Order to add it as a item of the Complaint. But when we use the Z Interaction Center CRM 7 role and do the same, we can't select this item, no pop-up appears.
    Please, is it necessary to do some configuration for it? Our Front Office Agent has to be able to do it.
    Regards,
    Jesus

    Hi Jesus,
    I was suspecting this, we had a similar problem in CRM 6.0, i thought this is no more there in CRM 7.0. Well we had raised an OSS message for this and the reply was a development in the view or use the service pro view(sans)ICWEB apllications.
    This happens with any followup you want to create in the ICWEB view since there is no pop up here.
    I would suggest you to raise an OSS for this
    Regards
    Raj

  • Can you view 3 categories at once?

    I am working on organizing my iCal (I am finally trying to make the switch to using iCal as my primary address organizer), but I can't seem to find a way to view Groups, Contacts, and Contact Information (3 separate categories) all at the same time. 
    The problem it presents for me is this: I travel for work a lot, and have categories for different cities.  When I create a category, such as;
    Restaurants, L.A.
    I can only see that category (on the left hand side) and the names of contacts on the right.  However, I can't necessarily remember where each individual restaurant (out of hundreds) is located.  Therefore, I am forced to individually click on each contact (which "flips" the page, allowing me now to only see Contacts on the left hand side, and Contact Information on the right hand side), verify what city it is in, then "flip" BACK to Groups/Contacts before I can organize it in the appropriate folder.  This may seem insignificant, but over the course of hundreds of entries, the time consumption is highly frustrating. 
    I assumed that Apple would have included the capability to view all 3 categories at once (similar to how in Itunes you can view Genre/Artist/Album, etc.), but I have been unable to figure it out if it is there.
    Again, I'd like be able to view Groups/Contacts/Contact Info all at the same time.  Is this at all possible?
    If not, please Apple - add this to your next update.
    Thanks for you time.

    I think you are talking about AddressBook. In Snow Leopard it used to be 3 column as you describe but in Lion it has adoptd a iOS look. Lots of complaints here.
    The more who send feedback the more likely it will get done.
    For now all I can suggest is that that clicking on the bookmark ribbon will display groups and names.
    There is also a third party utility that will display as 3 column.
    You might try on MacUpdate

  • How to tell if call/complaint has actually been re...

    I had a number of problems in setting up my BT phone line. To cut a long story short, I ordered a phoneline online last July 09. It turned out BT had decided I needed a new line put in, however I was not informed of this as BT decided to change my 12 month contract to an 18 month contract, without informing me until it was too late to cancel. I was only living in the flat for 12 months anyway, so this was no use to me.
    (a week or two after I recieved a letter to the previous occupant from BT, they had infact had a phone line with BT so I don't believe a new phoneline ever had to be put in)
    I spent a lot of time on the phone to BT in the next few weeks. The people answering my calls could be separated into roughly two categories: the openly useless (I'm sorry, there is nothing I can do) and those who sounded helpful but did not actually do anything ("someone will call you back tomorrow" - no call! or "I'll refer you to the investigations team" - nothing), when I called back to follow up the empty promises there generally wasn't any record of my making the previous call at all!.
    When I recieved my first bill, for the month BEFORE my contract even started (including charges for not having made a certain number of calls!) I once again picked up the phone and called BT, this time threatening to contact an ombusman. The man on the phone refunded me this in the next bill and also said that I would be able to cancel my contact without extra change in August 2010. He said he would put a note on my account, not ideal but I was satisfied.
    I have now reached the end of my tenancy and wish to cancel my account with BT. 9 days ago I sent an email using the service on this website outling my wish to end the contract. While I recieved a conformation of the email being sent, I did not recieve a reply and today phoned up the call centre. I spoke to a nice person on the phone who was unable to find a record of either my email or the note on my account allowing me to avoid some of the "early" cancellation fees. She says she had reffered me onto the complaints department and they will contact me in 5-7 working days.
    I want to believe her. But in my experiance, the staff who have actually said they would do something never have and these calls don't get recorded and notes aren't put onto my account. I think there must be some sort of glitch in my account meaning a lot of my calls just aren't registered as having happened. Its upsetting as sometimes I don't feel as though I'm being believed and I have to explain the whole thing everytime I phone. Today I forgot to ask for her name or a referance number, not that I've ever managed to get some sort of referance number before (surely that sort of system wouldnt be hard to impliment!) and I'm kicking myself.
    I'm going on holiday in a week, and will be away for just over 2 weeks so I'm worried about the next tenants in the house. Their tenancy starts tomorrow and I'm not sure what they'll want to do about the phone.
    I just want some assurance that my complaint is actually being dealt with and hasn't been lost in the system once again.

    Hi Kai,
    Thanks for posting. I'm sorry you're having such a difficult time in getting your line cancelled. I can certainly look into this for you. Drop me an email to [email protected] with the account details and a link to this post for reference and we'll take it from there.
    Cheers
    David
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • Item Category for Services (Complaints) - Customizing price field and curr.

    Hi Experts,
    for a service company (thay have only services and no products) i have assigned to a transaction type the item category ZCOM which has assigned the following values in Customizing (SPRO):
    Object Type:                             BUS2000160 (Customer Complaint Item)
    Text Determination Procedure: COMP0001
    Status Profile:                           CRMCOM_I
    Action Profile:                           COMPLAINT_ITEM
    I have also assigned the Business Transaction Categories to this item category:
    BUS 2000115 Sales
    BUS 2000120 Complaints
    I am facing the following problems:
    1. I can not put in a price for an item in the field "Net Value". Why that is not possible? I can not have the price in the master data
        of the product because the price is always different so this field has to be moficable. Do i have to assign another kind of item 
        category?
    2. Is it possible to put a default value EUR in the field Currency so that the user does not has to put always the value EUR in this
       field? Just the EUR currency will be used in this company.
    3. May be it is possible to assign an item categoy which is more adecuate for service items like a copy from a standard item
        category? Anybody know a service product standard item category?
    Best Regards
    Oliver Schultze

    Hi,
    For your 1st question--
    I think we can not put the Net value. Because the net value will come from price of the product as well as the pricing conditions. The net value in transaction is nothing but the product price and with some adjustment in conditions.
    For the second question--
    The currency will come from he BP data. The sold to party you have mainatined on your transaction check the currency is EUR or not. For this you go to BP and check in sales area data in biiling tab.
    For thirduestion--
    For as ervice product creation you have to give the item category as either SRVO or SRVM for service order product and service contract product.
    I think you will get the idea from this
    Cheers
    Chinmaya

  • Problem with the item in complaint

    Hello everyone,
    We are facing a problem with the customizing of item category in CRM,
    Our issue is, we are doing a complaint with items, those items have column where we can see the value, description, quantityu2026
    Here is our thing we need to have these columns active or deactivate (grey) depending on the product.
    We are not sure if it is possible by customizing of item or customizing of material, or we need a development in order to achieve this requirement.
    Any help?
    Thank you in advance.

    Hi,
    If you are having products with different item category groups then  you can create different item categories for them.
    Then depending on the item category you can do the development to grey out the fields.
    But if the product have nothing to differentiate then it would be difficult to carry out the development also.
    Regards,
    PP
    Edited by: PePe on Apr 7, 2010 2:08 PM

  • Not able to edit service ticket (complaint) in CRM

    Hi,
    The service ticket (complaint) in CRM has been replicated to R/3 as credit memo request, but the document in CRM is not able to edit. The error message is " Document is being processed, not possible to edit".
    I checked in SMW01, those tickets are unprocessed status, tried to reprocess but not to edit the document. Also tried to manully send to R/3 using toolbox transacton but no luck. I tried to push stucked queues in CRM but not moving.
    Pls suggest me what is the way to reprocess the stucked BDoc in CRM.
    Regards,
    Ram.

    Hi Sandeep,
    This happens when the document is distributed to ERP Systems. There are certain Item Categories that are sent to ERP System and only once the confirmations comes from those system you can further process those document.
    You won't find any errors there.
    You can check the BDOC Entries and then can find the target system where the document was distributed. And then logon onto that system and release that document.
    Hope this helps.
    Thanks,
    Samantak.

  • Mapping of Identification Number Categories for Business Partners

    Hi people!!!
    I´m working with the table BPIDCONV on Solution Manager, which is the table of Mapping of Identification Number Categories for Business Partners.
    Somebody knows how create an entry on this table?
    I suppose that is on Customizing.
    Is very very urgent, please.
    Helpful answers will be rewarded.
    Thanks and regards,
    Manuel.

    Hi,
    The tax category of all the countries are stored in Table TFKTAXNUMTYPE
    and it is a standard SAP delivered table and should be identical in all
    our customer systems.Table TFKTAXNUMTYPE is governed by the legal
    requirements and hence SAP provides Tax category for only those
    countries which have defined legal requirement for maintaining that
    particular Tax number to keep system legally complaint.
    Please find the note 775919 which comprises of all the available
    Tax types to our customers which are delivered by SAP.
    I hope this information is usefull and help you to resolve your
    query.Feel free to get back to me if you have any issue further.
    Regards,
    Tauseef Ahmad

  • CRM 2007 Service Contract Determinatio and returns/complaints

    Hi gurus,
    I'm currently struggling to set up the contract determination for our CRM 2007 for complaints and returns. I have set the flag contract determination D or F (both did not work for my tests). as well in the transaction type customizing I have set und customizing header the determination to service contract.
    According to SAP help the copy control needs to be set up as well? I did not quite understand yet why, but I maintained a copy control between my contract and my return.  Any special settings needed between my source contract and target return?
    last step should be the copy control for item categories? I maintained both:
    - Define copy control for item categories
    - Define item category determination when copying
    From my contract item category to my return item category.
    But still I don't have any contract determination in my return.
    Any hints please?

    Hi Pepe,
    thanks for your answer (points rewared). I managed to get it running for complaints before you answered. Now struggling to get it for our returns running as well.
    I have a question for the copy control: What exactly has to be set up there? I guess I did for our complaints more then needed.
    1. Copy control from contract to complaint transaction type.
    2. copy control from contract item category to complaint item category
    3. Define item category while copying: done the same as in step 2.
    any special settings to consider for step 2?
    Torsten

  • Field Priority (complaints) not editable en SAPGIU(CRMD_ORDER)and WebClient

    Hello Experts,
    may be somebody knows because the field "Priority" is not modificable when creating a complaint in CRMD_ORDER? In my case when i am doing a complaint there is this field with the values:
    1 Very High
    2 High
    3 Medium
    4 Low
    Why is this field existing, when it can not modify it? Where in Customizing I can make this field modificable?
    Best Regards
    Oliver

    Hi Oliver
    Although this is very old forum question but there are many similar questions without CORRECT answer
    I would like to update here the correct steps as we spend considerable time to explore and enable the Priority in SAP GUI
    1. Goto - SPRO - CRM - Transactions - Basic Settings - Define Transaction Types
    2. Highlight your Transaction type -Then click on " Assignment of Business Transaction Categories this should bring to next screen "Transaction Categories"
    3. Click on " BUS2000126 Business Activity ' if you do have Click on New entries to ADD
    4. Then highlight BUS2000126 Business Activity then click on Customization Header then click "New Entries"
    5. Here under Default Data " Priority " can be enabled to preset value or user can choose in CRMD_ORDER
    Best regards
    Narayana

  • View Categories in RULE MODELEER

    hi,
    CRM gurus,
    how can i create automatic email escalation for (IC webclient) complaints through Rule modeler...?
    can categories of category Modeler be viewed in RULE modeler...?
    -Nirav

    aproundtree wrote:
    Has a fix in version 6.2 been created for this issue yet?  Or is Palm currently working on one?
    Palm doesn't own the software - it was purchased by Access quite some time ago.
    I would not expect any future fixes for any PalmOS devices, nor the software associated with it.  Palm is moving on to webOS devices, and away from legacy PalmOS ones. 
    WyreNut
    I am a Volunteer here, not employed by HP.
    You too can become an HP Expert! Details HERE!
    If my post has helped you, click the Kudos Thumbs up!
    If it solved your issue, Click the "Accept as Solution" button so others can benefit from the question you asked!

  • Multicategorization in complaint / order service

    Hi gurus,
    I want to set a schema categorization to my documents (complaint and order service).
    I have created a schema with both area applications, wiht the subject profice service (standard profile).
    I have assigned the customizing in header documents to the  subject profile: service.
    The problem is the fields in the header of both documents are grayed and in the order service only can change the fields of my categorization but in the position...i dont know why only here...Although in the text of this categorization (category 1 and category 2) appears the description of the category despite the code state I have assigned in the schema...
    Any sugesstions?
    Regards and thanks in advance.
    Mon

    I solved one problema...i can see the categorization fields (not grayed)..
    I check this: CRM - CRM Cross-Application Components - Multilevel Categorization - Assign Transaction Types to Catalog Categories  --> In this customizing empty entries for our documents...
    Thanks.
    But the categorization text is not correct, not appears the code state of the category but the description...very strange.
    Any help?
    Regards and tx.
    Mon

  • Display of Item Level Fields in Complaint Search Result

    Hi,
    We have enhanced the complaint search result screen to display columns such as item category or code group. These values come from the item level, so the result list displays blanks under these columns. Is it possible to populate these fields? Something like, displaying multiple rows for the same complaint, with different values for item level fields in each row?
    For example, there is a complaint with 3 items. The user searches for complaints based on some header field, and this complaint is in the result list. Is it possible to display 3 different rows for the same complaint, with the value for Item Category being different for the 3 rows?

    Hi,
    Yes, this is possible but it a custom development.
    We had similar requirement where we needed to search all searvice orders and complaints belonging to an item category.
    We created a Z-search component for this and implemented the logic .
    If the complaint search component has item category as a search parameter ( i am not sure) then it will be simple...but it is doesnt have it, then u can include it programatically or using AET ( if you are on 7.0) .
    The result population will be programatic as you will have to search complaints matching to your item category.
    There are large no of item categories per transaction type, so dynamic search takes too much time and times out on web ui..You must supply atleas one valid item category as the basis for your search.
    Thanks & regards,
    Suchita

  • Complaint Details (WebUI): categorization is greyed out

    Hello,
    Complaints (SAP CRM 7.0):
    the area 'categorization' in assignment block 'Complaint Details' is greyed out =>  the maintanance of specific causes of damage is not possible.
    What are the relevant customizing settings in order to enable the maintanance of categories for complaints in WebUI?
    Thanks in advance.
    Best regards
    anvan

    Hi Anvan,
    If you look at the  component for compalints i.e BTCATEGORIES and its view BTCATEGORIES/Categories ,
    in the do_prepare_output method, you can see that there is a logic written to enable/disable all the category related ddlb's.
    As per my knowledge,this in turn is based on the catalog type assigned and its underlying schema.
    For customization settings related to catalog types and other settings for subjects, please refer to img documentation in spro.
    CRM->Transactions->Settings for Complaints->Settings for Subjects.
    Hope the above info helps.
    Thanks and Regards,
    Nisha

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