Convert Problems/Solutions into Knowledge Articles

Hi Experts,
I am wroking on SAP CRM 7.0 SP06 and now we are planning to implement Knowledge Article functionality.
I have done the all configuration settings and multilevel categorization, every thing working fine. Now I want to convert problems/solutions which already created in CRM and stored in SDB into knowledge article.
Any one please guide me how can I convert existing problems/solutions into knowledge articles. Is there any report for this?
Thanking you in anticipation.
Regards,
Babu.

Hi Kevin,
Well, I'm new on this and have only worked on CRM 6 & 7. I'll give you my advice regarding these CRM versions. I don't know if it is supported on CRM 5.
IMG:
CRM >> Enterprise Intelligence >> SAF >> Name and Configure KB
You create and define you DB as you want: ACME INC
CRM >> Enterprise Intelligence >> SAF >> Business Add-Ins >> BAdI: Knowledge Base
Each knowledge base should have its own Add-In implementation. So you have to implement an Add-In based on Add-In definition CRM_SAF_KB_*: CRM_SAF_KB_ACME. You can follow IMG documentation.
In my case, the add-in already existed, since Knowledge Article functionality is standard in 7.0. KB didn't exist, I don't know why. I just created it with the name assigned on the BAdI, compiled, and everything works fine now.
Hope it helps.
Regards.
Pablo

Similar Messages

Suggest Knowledge Articles

Hi Experts,
Am new to CRM Service profile.
Am working on CRM 7.0 EHP2 and am facing the problem in Suggest Knowledge Articles in Service Request.
To make enable the Multilevel Categorization i had maintained the following entries in the following path.
CRM IMG->CRM->CRM Cross-Application Components->Multilevel Categorization->Assign Transaction Types to Catalog Categories.
I had configured the Knowledge Articles and Service Request and i maintain same Multi Categorization for both transactions as shown in the below image.
I had maintain the entry in the customized table in the following path as given below.
CRM IMG->CRM->Transactions->Basic Settings->Setting for Service Request->Define System Proposals for Related Transactions
For both Knowledge Article ans Service Request Subject Profile can be able to maintain.
So i maintained the same values for the Service Request and Knowledge Article.
My Requirement is when ever i click the button suggest Knowledge Articles in the Related Knowledge Articles AB system should propose the Knowledge Article but after all the changes mentioned above am getting the result as There is no suggested knowledge article available.
Please suggest is any thing more need to configure or is any thing wrong in my settings.
I already searched on the issues in the SDN but problem not yet solved.
Any Suggestions will be helpful.

Hi Ravi,
In the service request can you please remove the check find related object and then check, the system will then not determine the knowledge article, hence the check for find related object in the service request is required and mandatory, you can also remove the check in your second screen shot for knowledge article and check
Answers to your query.
Knowledge article definition in sap is given below
You can use this function to obtain information, such as how-to documents, user manuals, or FAQ, to process, for example, incidents, problems, and requests for change that your customers may report.
To interpret the above, if there was a problem reported earlier by a customer which you have captured through your categorization in your service request, once the problem was resolved a knowledge article was created and assigned to the categorization
Hence again if the same customer or another customer calls and reports the same problem which is captured through categorization fields, the system will then determine the knowledge article if the person creating the service request goes to the knowledge management assignment block, the system determines the knowledge article, by opening this article the person can then inform the customer of the possible remedial measures or the solution to the problem which was reported(the solution would be captured in the knowledge article)
Is there any Standard Functionality available like Auto Complete the KA in the Service Request with out clicking on the Suggest Knowledge Article button.
No: You need too go to the knowledge article assignment block and click on suggest knowledge article, you can read the help document given below on knowledge article
Hope this helps.
Working with Knowledge Articles - Master Data - SAP Library
Kind Regards
Atul

CRM 7.0 (SOLMAN 7.1 SP10) - Suggest Knowledge Article missing

I am configuring Incident Management and Problem Management in SOLMAN 7.1 SP10 (which uses CRM 7.0 engine).
I am getting message "There is no suggested knowledge article available"
I have already create the same categorization in both ZMIN (Incident), ZMPR (problem) and ZNAR (Knowledge Article).
Below are my config.. i still dont know what is missing:-
Appreciate experts help.
i have followed steps as per other SCN but its still not working.
Re: Suggest Knowledge Articles
Thanks
Regards
Shahul

Hi Shahul,
Can you please check the following
Ensure that you assign your knowledge article in the application areas of the schema (screen shot attached)
If the system needs to auto suggest knowledge article click on the specific categorization assignment block as shown below
You can then scroll below and assign the specific knowledge article(screen shot attached below) to the categorization.
If you catalog category for the schema configurations are with category type C, then the know article assignment block would be below(check next screen shot) however if the same is D then the knowledge article assignment block would be above when you click on more in your service requests incidents problems.
As explained above(attached screen shots)
However ensure that you select the correct categorization entry and then navigate to the knowledge article assignment block and click on auto suggest(as explained above)
Also ensure that in one your above screen shots the catalog category for knowledge article transaction type should be causes as highlighted below and the same should be unchecked.
Kind Regards
Atul

Problem in converting smart form into PDF

HI Experts,
                  I am using a Function Module CONVERT_OTF for converting smart form into pdf file for send it to with attachment.
But i got a error when i am using that FM.
Runtime Errors         CONVT_NO_NUMBER
unable to interpret *292 as a no.
Is that because my file size too large about 13 pages of PDF?
and when i run it for other smart forms which have 2 or 3 pages of PDF, its working perfectly.
can anyone tell what is problem with that FM?
Thanks
Shakun

Hi,
I had the similar issue and after analysis I have that this is the issue by not passing the IMPORTING parameter of the Function Module "BIN_FILESIZE". Please try to pass some variable to this paramter and then this will be completely rectified.
DATA ; v_filesize     TYPE i.
*--Convert OTF data to PDF data
CALL FUNCTION 'CONVERT_OTF'
    EXPORTING
      format                = 'PDF'
      max_linewidth         = 132
    IMPORTING
      bin_filesize          = v_filesize
    TABLES
      otf                   = it_otfdata
      lines                 = it_pdfdata
    EXCEPTIONS
      err_max_linewidth     = 1
      err_format            = 2
      err_conv_not_possible = 3
      err_bad_otf           = 4
      OTHERS                = 5.
Please verify whether this reolves the problem for you.
Regards,
SRinivas

Alignment problem in converting smartform printpreview into PDF

Hi all,
I am getting some alignment problem in converting smartform printpreview into PDF format, i.e the format of PDF is different from printpreviw of smartform.
kindly suggest something so that alignment is not changed while converting to PDF.
Regards,
Sumalatha

use below f.m to convert it into 255 characters....
     CALL FUNCTION 'QCE1_CONVERT'
        TABLES
          t_source_tab         = i_tline
          t_target_tab         = so_ali[]
        EXCEPTIONS
          convert_not_possible = 1
          OTHERS               = 2.

I am having problem in Converting .psd file into HTML site.

here is the screen shot of the PSD which i converted into HTML. It is done with the help of Slice select too. and i got this kind of error in output. so i want a way by which i can transform my psd designs the same way they look in to working website. the template goes other places

Just wanted to correct something you said, simply because beginners are reading these forums and may get confused.
You can not convert any image into an html file. An html file is simply a text file that uses tags that can point to an image file.
Web browsers normally accept jpg, png, and gif files, so you can convert your psd file into one of those three formats and let the html file point to it.
Here are some sites for learning about html and css. Its the latter that can help with your positioning issue.
http://www.htmlbasix.com/
http://www.htmlgoodies.com/
http://www.thesitewizard.com/
http://www.lissaexplains.com/
http://www.w3.org/MarkUp/html-spec/html-spec_toc.html < - - - The Official source
http://www.yourhtmlsource.com/
http://msdn2.microsoft.com/en-us/library/aa286532.aspx Microsoft’s info
w3.org also has the official specs for css.

Problem to convert a optionset into multi selection picklist on crm 2013

Hey I meet a problème on my development see my result :
link : https://social.microsoft.com/Forums/getfile/652331
a multiple select list on my crm 2013 I do this process on this forum :
link : https://social.microsoft.com/Forums/en-US/2db47a59-165d-40c9-b995-6b3262b949eb/how-to-convert-a-optionset-into-multi-selection-picklist-in-crm-2011-using-javasacript?forum=crmdevelopment
my development :
// var_sc_optionset >> Provide schema-name for Option Set field
// var_sc_optionsetvalue >> Provide schema-name for field which will store the multi selected values for Option Set
// OS >> Provide Option Set field object
// OSV >> Provide text field object which will store the multi selected values for Option Set
//Method to convert an optionset to multi select Option Set
function ConvertToMultiSelect(var_sc_optionset, var_sc_optionsetvalue, OS, OSV)
if( OS != null && OSV != null )
OS.style.display = "none";
Xrm.Page.getControl(var_sc_optionsetvalue).setVisible(false);
// Create a DIV container
// var addDiv = document.createElement("<div style='overflow-y:auto; color:#000000; height:160px; border:1px #6699cc solid; background-color:#ffffff;' />");
var addDiv = document.createElement("div");
addDiv.style.overflowY = "auto";
addDiv.style.height = "160px";
addDiv.style.border = "1px #6699cc solid";
addDiv.style.background = "#ffffff";
addDiv.style.color = "#000000";
OS.parentNode.appendChild(addDiv);
// Initialise checkbox controls
for( var i = 1; i < OS.options.length; i++ )
var pOption = OS.options[i];
if( !IsChecked( pOption.text , OS, OSV) ){
// var addInput = document.createElement("<input type='checkbox' style='border:none; width:25px; align:left;' />" );
var addInput = document.createElement("input" );
addInput.setAttribute("type","checkbox");
addInput.setAttribute("style","border:none; width:25px; align:left;");
else {
// var addInput = document.createElement("<input type='checkbox' checked='checked' style='border:none; width:25px; align:left;' />" );
var addInput = document.createElement("input" );
addInput.setAttribute("type","checkbox");
addInput.setAttribute("checked","checked");
addInput.setAttribute("style","border:none; width:25px; align:left;");
// var addLabel = document.createElement( "<label />");
var addLabel = document.createElement( "label");
addLabel.innerText = pOption.text;
// var addBr = document.createElement( "<br />"); //it's a 'br' flag
var addBr = document.createElement( "br"); //it's a 'br' flag
OS.nextSibling.appendChild(addInput);
OS.nextSibling.appendChild(addLabel);
OS.nextSibling.appendChild(addBr);
///////Supported functions
// Check if it is selected
function IsChecked( pText , OS, OSV)
if(OSV.value != "")
var OSVT = OSV.value.split(";");
for( var i = 0; i < OSVT.length; i++ )
if( OSVT[i] == pText )
return true;
return false;
// var_sc_optionsetvalue >> Provide schema-name for field which will store the multi selected values for Option Set
// OS >> Provide Option Set field object
// Save the selected text, this field can also be used in Advanced Find
function OnSave(OS, var_sc_optionsetvalue)
var getInput = OS.nextSibling.getElementsByTagName("input");
var result = '';
for( var i = 0; i < getInput.length; i++ )
if( getInput[i].checked)
result += getInput[i].nextSibling.innerText + ";";
//save value
control = Xrm.Page.getControl(var_sc_optionsetvalue);
attribute = control.getAttribute();
attribute.setValue(result);
I have to do 2 field one is option list field and the second is textfield,
option list field : new_books
textfiled : new_picklistvalue
my js is on onload event see :
link : https://social.microsoft.com/Forums/getfile/652333
thanks you for you'r help

Hey I meet a problème on my development see my result :
link : https://social.microsoft.com/Forums/getfile/652331
a multiple select list on my crm 2013 I do this process on this forum :
link : https://social.microsoft.com/Forums/en-US/2db47a59-165d-40c9-b995-6b3262b949eb/how-to-convert-a-optionset-into-multi-selection-picklist-in-crm-2011-using-javasacript?forum=crmdevelopment
my development :
// var_sc_optionset >> Provide schema-name for Option Set field
// var_sc_optionsetvalue >> Provide schema-name for field which will store the multi selected values for Option Set
// OS >> Provide Option Set field object
// OSV >> Provide text field object which will store the multi selected values for Option Set
//Method to convert an optionset to multi select Option Set
function ConvertToMultiSelect(var_sc_optionset, var_sc_optionsetvalue, OS, OSV)
if( OS != null && OSV != null )
OS.style.display = "none";
Xrm.Page.getControl(var_sc_optionsetvalue).setVisible(false);
// Create a DIV container
// var addDiv = document.createElement("<div style='overflow-y:auto; color:#000000; height:160px; border:1px #6699cc solid; background-color:#ffffff;' />");
var addDiv = document.createElement("div");
addDiv.style.overflowY = "auto";
addDiv.style.height = "160px";
addDiv.style.border = "1px #6699cc solid";
addDiv.style.background = "#ffffff";
addDiv.style.color = "#000000";
OS.parentNode.appendChild(addDiv);
// Initialise checkbox controls
for( var i = 1; i < OS.options.length; i++ )
var pOption = OS.options[i];
if( !IsChecked( pOption.text , OS, OSV) ){
// var addInput = document.createElement("<input type='checkbox' style='border:none; width:25px; align:left;' />" );
var addInput = document.createElement("input" );
addInput.setAttribute("type","checkbox");
addInput.setAttribute("style","border:none; width:25px; align:left;");
else {
// var addInput = document.createElement("<input type='checkbox' checked='checked' style='border:none; width:25px; align:left;' />" );
var addInput = document.createElement("input" );
addInput.setAttribute("type","checkbox");
addInput.setAttribute("checked","checked");
addInput.setAttribute("style","border:none; width:25px; align:left;");
// var addLabel = document.createElement( "<label />");
var addLabel = document.createElement( "label");
addLabel.innerText = pOption.text;
// var addBr = document.createElement( "<br />"); //it's a 'br' flag
var addBr = document.createElement( "br"); //it's a 'br' flag
OS.nextSibling.appendChild(addInput);
OS.nextSibling.appendChild(addLabel);
OS.nextSibling.appendChild(addBr);
///////Supported functions
// Check if it is selected
function IsChecked( pText , OS, OSV)
if(OSV.value != "")
var OSVT = OSV.value.split(";");
for( var i = 0; i < OSVT.length; i++ )
if( OSVT[i] == pText )
return true;
return false;
// var_sc_optionsetvalue >> Provide schema-name for field which will store the multi selected values for Option Set
// OS >> Provide Option Set field object
// Save the selected text, this field can also be used in Advanced Find
function OnSave(OS, var_sc_optionsetvalue)
var getInput = OS.nextSibling.getElementsByTagName("input");
var result = '';
for( var i = 0; i < getInput.length; i++ )
if( getInput[i].checked)
result += getInput[i].nextSibling.innerText + ";";
//save value
control = Xrm.Page.getControl(var_sc_optionsetvalue);
attribute = control.getAttribute();
attribute.setValue(result);
I have to do 2 field one is option list field and the second is textfield,
option list field : new_books
textfiled : new_picklistvalue
my js is on onload event see :
link : https://social.microsoft.com/Forums/getfile/652333
thanks you for you'r help

I can't Convert midi files into any other format

A few months ago, I was able to convert midi files into mp3 when one day, I updated iTunes using software update. Ever since the updates I had for my Mac it still hasn't work.
It has this error that won't allow me to convert. I talked to my friend wrldwzrd89 who is one of my friends and he said that it is because Apple had a piece of data missing allowing midis to be converted to mp3, or any other format.
Is this true or do you know the solution?

I can't tell you the exact reason why it doesn't work, but there is an article about this problem and a solution if you have QuickTime Pro:
iTunes: MIDI files cannot be converted in iTunes 6.0.3 and 6.0.4
Not the last sentence in the article. That usually means they're working on a fix.
No guarantee that it will be fixed in the next version however. We'll have to wait and see.
Hope this helps.
M
17' iMac fp 800 MHz 768 MB RAM Mac OS X (10.4.6) Several ext. HD (backup and data)

Acrobat XI Pro successfully installed, but it failed in converting word files into PDF, why?

I just installed Adobe XI Pro through the download assistant, it looks the installation went well, but when I tried to convert word files into PDF (tried many times), it failed. Anyone has the same problems, any solutions?

Please reply with more information - what your operating system is, do you have Office installed, and what exactly is happening. Is there an error message, does the application crash, and from where are you starting the conversion (using Word and PDFMaker, using Acrobat's Create button, or batch processing).

Converting oracle forms into java forms

Hi all,,
would help me plz on how to convert oracle forms into java using any tool;
Is Jheadstart is the tool,, im having jeveloper version 10.1.2.1.0

There are at least two companies that are marketing Forms to Java conversion tools. I'm sure that a good Google search will locate them, and they are frequent exhibitors at Oracle-oriented conferences like Collaborate and ODTUG Kaleidoscope. But there are problems associated with doing this. I urge anyone who is considering such a project to read this article by Grant Ronald: http://www.oracle.com/technology/products/forms/pdf/10gR2/formsmigration.pdf
You should carefully ask yourself and your clients and management, "Why do you want to do this?", "What benefits are you trying to realize?", "Does this make sense, and are there other options that we should be exploring?"
For instance, many people are trying to protect themselves because "Forms is going away". Oracle has stated again and again that Forms is NOT going away. In fact the recent Fusion Middleware 11g release included a new version of Forms with some significant enhancements. You may do very well just by upgrading to the latest version of Forms.
If you do decide that it still makes sense to convert, I suggest that rather that converting, you may want to redevelop from scratch. Keep the database if it is well designed - a well designed, stable database will outlast any front end that you may use against it. Then take full advantage of the capabilities of your new toolset, and leave behind the limitations and inapplicable methodologies of your old one. Oh, by the way, don't use JDeveloper 10.1.2. Use 11g if you can, or 10.1.3.5 if you must.

Is it possible to convert LabView data into OLE variant?

Hi. I'm using Activex Data Objects (ADO) to communicate with MySQL. Some ActiveX methods give OLE variant output, with "Variant Type" like "VT_ARRAY|VT_UI1", "VT_UI1" or "VT_BSTR". With some deduction and trial and error is relatively simple to extract data from this OLE variants and convert them to LabView data types. The problem is when I try to input variant data to some ActiveX methods, it almost always give me errors, I suppose because it expects the same type of the outputs, this is: OLE variants. Now, the question is: ¿Is there any way to convert LabView data into OLE variant data? ¿How?
I've been searching and found a lot of posts about problems when passing variant data into ActiveX, saying that sometimes SAFEARRAYs are needed, sometimes saying that there were some bugs in LV6, giving some workarounds to this bug and saying that it is fixed in LV7.1, but the supposed workarounds don't work and the bug is still present in LV7.1, if it is really a bug.
I think that if I could put LV data into OLE variant shape I may find an answer and solution to this matter.
Thank you
Daniel R.
UdeC - Chile

Below I describe how to handle OLE Variants, but I wanted to mention that LabVIEW does have a Database Connectivity toolkit (http://sine.ni.com/nips/cds/view/p/lang/en/nid/6429) that has already created a set of VIs for ADO. You might check that out first.
However, handling OLE Variants in LabVIEW is automatic. LabVIEW itself has a variant datatype. When you use the ActiveX property or invoke nodes and one of the parameters is an OLE Variant, it is automatically converted to a LV Variant. You can then use the LV Variant VIs (such as "Variant to Data" and "To Variant").
Brian Tyler
http://detritus.blogs.com/lycangeek

Critical Issue:-- Convert SOAP Attachment into SOAP Body

hi,
   My requirment is
FTP----> SOAP synchronous.
In this one at SOAP receiver side SOAP request is an attachment file and response also I m getting as an attachment.
My problem is that I need to convert this SOAP response (attachment) in SOAP body so that I can map it with FTP datatype.
I used PayLoadSwapBean module but i m unable to convert this attachment into SOAP Body.
I just followed this blog
The specified item was not found.
May be i m not using this module in a proper mannner.
Can anybody explan it step by step.
Is there anyother solution for my problem..
<It is against the rules of Engagement to post a question with the catch of awarding points. Please refrain from the same.>
Thanks
Jaideep Jain
Edited by: Bhavesh Kantilal on Dec 3, 2008 10:26 AM

hi stefan,
I m getting this error after using PayloadSwapBean.
com.sap.aii.af.ra.ms.api.DeliveryException: Object not found in lookup of payloadSwapBean
I m mentioning here the value of parameter name and value for this module:--
parameter name                                    parameter value
swap.keyName                                        payload-name
swap.keyValue                                        MainAttachment
Can u suggest where i went wrong.....
Thanks
Jaideep
Edited by: Jaideep Baid on Dec 5, 2008 9:27 AM

Urgent How to convert wav files into mp3?

Can anyone plz tell me how can i convert wav file into mp3 using JMF? tell me any sample programme, any method in JMF........ help me plz

Examples could be found on the JMF Solutions page.
Only I can say about mp3 through network - it's hardly possible. I recommend GSM for compression2transmit. It could be used via GSM content descriptor. I'm not sure, but I suppose MP3 is supported only for files, there's no MP3.RTP or such (if you want to transmit files, it should not cause any problems).
About JavaSound - it does not matter... You still need JMF to be installed on Client, and AppletCapture to be enabled. Futrher - would it be DirectSound, JavaSound, or anything else - just the deal of JMF.
I tried to use JavaSound capture with proceeding AudioInputStream to JMF, but failed to do this.
About your problem - best solution seems like that:
capture sound
put it into processor
set format to GSM
transmit
so then, server receives it and formats it as it likes.
If you want to transmit exactly files, you should use just some of pure java after capturing. java.net, or such thing.

Interaction record number is populating in"Related Knowledge Article" field

Hi,
I'm creating a Problem in IC....Once I click on save in problem management a interaction record will be created which was expected but the Interaction record number is Populating automatically in the "Related Knowledge Article & Related request for change" fields in the Problem management....No clue of where I need to change the things....Please advise...
KK.

KK,
It looks like the issue is with your document flow. Most likely the standard handler class CL_CRM_DOCFLOW_RUN_BTIL was replaced with some custom class. This is where SAP cleans up those follow up transactions (eg: IRs) which do not match the correct type requested (eg: Problem, KA). Check your config in:
Customer Relationship Management -> CRM Cross-Application Components -> Generic Interaction Layer/Object Layer -> Component-Specific Settings -> Business Transactions -> Define Custom Handler Classes for Business Transaction Model Nodes
If the class for object BTDocFlow has been replaced, look into the new class, specifically method GET_MULTI_ID. (Note that you have to append RUNBTIL to the structure name in this table to get the actual class). This method is where SAP does the cleanup work. If this method does not have all the logic that is available in the SAP standard class, then that is why your IRs are not getting filtered out when SAP is trying to find related Problems or Knowledge Articles.
Hope that helped. If not, let us know so that we can suggest another direction.
Rahul

Converting PST files into PDF's & the recipient can't print

I am having the following issue with Adobe: I am converting PST files into PDF's and the recipient can view the information, but they cannot print. Actually, some information such as whether there is an attachment is displayed in the printout, but none of the actual text appears. I do not see any security settings at this end that would be causing this, but I have been assured that there is nothing on the recipients either. The same thing was happening when I sent it to a colleague here in the office.

I discovered the problem and solution. Often PST's contain damaged text. It is not easy to deal with the damaged text. It is more efficient to have the recipient print the file as an image.Select the print tab, go to advanced, select print as image. I got the information by looking through the more specific information on the Adobe site.

Convert Problems/Solutions into Knowledge Articles

Similar Messages

Maybe you are looking for