Copy Service Ticket Description to Interaction Record Description Field

Hello All,
I have a requirement to copy the Service Ticket description to the Interaction Record description field on save of the Service Ticket.
Please let me know how to do this in CRM 2007 New Web UI.
Thanks & Best Regards,
Lakshminarayana

With CRM 7 this problem won t exist anymore...

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Fill Interaction Record Description In ICWeb

Hi experts,
I'm using Icweb, and since tha agent can open several type of business activities during an interaction, I store the interaction record in a separate document ( transaction type 0010). But since the agent don't go through the interaction record when he creates a transaction (in my case a complaint), the description field of the interaction record remains blank. Is there a method to copy the description of the colplaint created to the interaction record? I've tried the copy control and the text procedure, but they don't work.
Thank you for any kind of suggestion,
Daniele.

Dear Csongor Varga,
When building up your Z* Mail Form, at CRM Web UI:'Knowlegde Management->Mail Forms'
For Attribute Context: ERMS, you can click [Insert Attribute] button under the Subject. Afterwards, click [Attributes] at PopUp: "Insert Attribute". You should be able you view: "E-mail Subject" under Attributes Category: "ERMS FactBase Attribute". After Inserting it, system will define:    <%SAP_A1, E-mail Subject>. Click back:[Insert] to place variable at the "Subject"
Have you performed these actions and still problem persist?
At Msg: 0000443474/2011, I mentioned   CRM_ERMS_LOGGING
Service Manager Profile          ZFIC_ERMS_EMAIL
Work Item ID                            <bg WI_ID>
E-Mail Document ID                 <SOFM Obj.Key>
which might be useful to debug and understand why it is not getting populated. Is any exception taking place?
Regards,
Luis Vera
AGS Primary Support, Global Support Center, Spain
Edited by: Luis Vera on Jun 10, 2011 6:17 PM
Edited by: Luis Vera on Jun 10, 2011 6:18 PM

ERMS: Creation of Interaction Record and Service Ticket

Hi All,
I am configuring the ERMS system (SAP CRM 2007). So far I am been able to get internal emails into the CRM system and the emails are getting routed to the respective agent's inbox based on the rule in Rule Modeler.
I have created rule for creating Interaction Record and Service ticket. However, Interaction Record and Service ticket are not getting generated. Also, I am not able to receive external emails (yahoo, gmail etc..) into SAPconnect.
Any input on these issues is appreciated.
Thanks & regards.

Hi Namita,
Same as the other thread, please make sure that the BP is identified for the incoming email and then only the creation of the IR/SO ERMS Actions will get executed with success.
I am not sure, whether you still face this issue ?
Thanks & Best Regards,
Vinod
Edited by: Vinod C on Mar 25, 2009 3:38 PM

Service Ticket: Search using Inbox & My Worklist in IC WebClient

Dear Gurus,
When I create a Service Ticket in the IC WebClient in CRM 5.0 and save it, the system generates a Transaction Number which I can then search for by using Interaction History, Inbox and My Worklist.
When I search using Interaction History, I select the relevant Service Ticket and the system takes me to an Interaction Record, and from there I can navigate to the correct Service Ticket.
When I search using Inbox, the system takes me to a Service Order, which I do not believe is correct.
When I search using My Worklist, the system also takes me to a Service Order, which I do not believe is correct.
Any recommendations?
Rgs,
Alan

Hi
You can search service ticket from inbox ideally by entering the object ID in the agent inbox or you can also search for service tickets in interaction record which is an activity transaction type if you maintain the copy control for service ticket from interaction record then you can search for service ticket through the interaction record as well.
refer to best practice link for the service ticket custimiseing settings for icwebelient
http://help.sap.com/bp_crmv250/CRM_DE/index.htm
Reward points if helpful
Regards
Dinaker vikas

Copy of Categorization Interaction Record

Hi Forum,
I would like to check with you if it is possible to copy the categorization of an Interaction Record to a Service Request when creating it as a Follow-up of the IR ?
Thanks a lot !!!

The problem I have is that the method Subject (BADI CRM_COPY_BADI) is not called. I think it is because of the difference between the subject profile category of the Interaction Record and Service Request. The interaction record has a subject profile category (F/Activity Reason) different than the service request. Do you know if there is a solution via customizing ?
Thanks a lot !!!

Create interaction record to an incomming email

Hi Experts,
We are upgrading CRM 5.0 to CRM 7.0.
I am new to ERMS concept and i want to make settings to create interaction record with the incomming email.
Could some can help me with the steps to achive the above fuctionality?
Thanks in advance
Regards,
Babu

Hi Arden,
Thanks for the information.
Now I am able to create interaction record for incomming email, but i have below concrens in this.
1. How can i get the email subject as interaction record description? what are the seetings need to be performed for the same?
2. How can i attach/append the reply of the email to original interaction record?
Could you please guide me on above things?
Thank you.
Regards,
Babu

Automation of service ticket creation using RFC

Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
Approach:
The workflow will have a method(custom enhancement) that updates a custom table in ECC.
We(CRM) have to develop a RFC function module to read the data from ECC and update it in the custom table of CRM.
we have to create a program to loop the data from custom table and create a service order/ticket by using a function module.
As of now the process looked good.
1. But we don't see any link between the record in the custom table and service ticket generated. we cannot compare the service ticket and from which record it generated?
2. After using RFC we read the data into CRM custom table. How do we compare both the tables and delete the ECC table as soon as the CRM tables is updated?
3. when the service ticket failed to generate we should update the field in the custom table (CRM), the number of failures
Please help me .....Suggest me if there are any other approaches?

For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
For question #2, John Burton wrote an article in CRM expert a few years back that explains this concept well. The email coming into the agent inbox doesn't create the ticket until processed but his article explains how it can and give and auto repsonse to the sender with the ticket number attached.

Service Ticket Management

What is Service ticket management.The same is known as Case management functionally.

Hi Harish,
Case and Service ticket (service order) are different transaction types.
Cases are integrated with service orders in the People-Centric User Interface for service order processing. You can create a case for a selected service order and that order is automatically linked to the case.
Serice ticket management is nothing but service transaction management. You can use service ticket management to enter and process service orders in your Interaction Center (IC) WebClient. The service ticket provides central access to all information and functions that are necessary for processing service orders.
You can make the necessary settings for the service ticket by choosing Interaction Center WebClient > Business Transaction > Service Ticket.
Please refer to the SAP link for service tickets - http://help.sap.com/saphelp_crm50/helpdata/en/39/2fb540e4c5782ae10000000a155106/frameset.htm
Case Management enables you to consolidate, manage, and process information about a complex problem or issue in a central collection point, the case. Within a case, you can group diverse information, such as business partners, transactions, products, and documents. This information can reside in different physical systems.
You can use Case Management to process problems and issues that involve multiple processing steps or multiple processors. Case Management therefore supports the processing and communication flow between organizational units and helps you to increase processing efficiency.
Case Management is available in the CRM Enterprise using the People-Centric User Interface (UI) and in the Interaction Center (IC) WebClient.
Refer to this SAP help link for case management - http://help.sap.com/saphelp_crm50/helpdata/en/43/ce91d0010f01b4e10000000a11466f/frameset.htm
<b>Reward if helps</b>,
Regards,
Paul Kondaveeti

Routing Service tickets using Rule Modeler

Hi experts,
We plan to use Rule Modeler for routing Service tickets created in Interaction center.
But, I am not aware of how it can be done. Could you let me know how this can be done?
Thanks & Regards,
Raj

Hi Raj
There is an "Escalate" button on the Service ticket. If you are planning to use that then heres how to configure routing using rules policy:
Business Role: IC_Manager
1. Open search in the rule modeler, select the context ID ORDER and start the search.
2. Select the policy DEFAULT and configure it to meet your business requirements by creating rules and assigning relevant conditions and actions.
To create your own policy.
IMG > Customer Relationship Management --> E-Mail Response Management System --> Service Manager --> Define Service Manager Profiles.
To forward to an organization, use the object type "O".
I hope this helps
Regards
Rupesh

New Fields on Service Ticket

Hi Folks
We are currently working on CRM 4.0. We have a new requirement where I need to add new fields to the Service Ticket. I added the new fields using EEWB and it works perfectly on SAP GUI. Now I need to add those new fields on CRM Webclient also.
On the Service Ticket screen on webclient, we have a pusbutton. Upon clicking that button, a new pop up page will open which was a page created using 'Pages with Flow Logic'. Can you please explain the process to add my custom fields on this pop up page which were created using EEWB?
I tried to create Context Node in that Page. But I couldn't create it.
Any help would be highly appreciated.
Thanks
Hari

Hi Hari,
If you want to process ticket fields within the CRM 4.0 IC WebClient, I do not think it is a good idea to use an extra page with flow-logic. I suppose that the server will execute the extra page with flow-logic in a new HTTP session: which means that the changes that you do in memory in one session are not available to the other one, until you actually save changes to the DB. Only way to exchange data between IC WebClient and page with flow-logic would be on the client side, via javascript. Additionally, I would not recommend using popups, unless you manage to get them modal (i.e. they stay on top). Otherwise they tend to disappear behind the IC WebClient.
I would suggest to remain within SAP's MVC design-pattern: Either you manage to show those new fields directly on SrvtHead.htm, and then it is just a matter to make the context node available, on which you have added the EEWB fields, or you create a new view to display only those fields separately (for example Z1_CRM_IC/SrvTSurvey) ; but this means some definition work in the runtime repository.
You need to perform declaration of new objects in the runtime repository:
- create a new page fragment (in my example: Z1_CRM_IC/SrvTSurvey) that you add in a redefinition of CRM_IC_All_Viewsets_wo_BUPA_and_Main.xml
e.g.
<ViewSet id="Z1_CRM_IC/SrvTSurveySet">
<ViewArea id="SrvTSurvey" views="Z1_CRM_IC/SrvTSurvey"/>
</ViewSet>
- add your view to redefinition of StdWorkareaOccupation.xml
e.g.
ServiceView StdResp
                        CmgASearch CmgADetail CmgAAttrMore CmgAFullView CmgAFullLog
                        CmgAHierarchy CmgAClassification CaseANavigation
                        PaymMainViewSet PaymAssignViewSet ChangeHistorySet
                        MktIOViewSet PartOAViewSet Z1_CRM_IC/SrvTSurveySet
Then you need to define an object link in runtime repository, to enable navigation from SrvTHead to your own view:
- add new navigation link to redefined CRM_IC_All_NavLinks.xml.
e.g.
<NavigationalLink name="SrvTHeadToSrvTSurvey">
     <Source viewRef="SrvTHead" outboundPlugRef="outboundPlug"/>
     <Targets>
          <Target viewRef="Z1_CRM_IC/SrvTSurvey" inboundPlugRef="inboundPlug"/>
     </Targets>
</NavigationalLink>
Navigation links from SrvTHead to your view and vice-versa are invoked from the DO_HANDLE_EVENT method of the respective view controller.
Hope you can use those ideas
Best regards
Walter

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
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Interaction records,Service tickets,Follow-up activities

hi all!
I need objects (FM, BDocs...Etc...) that related to interaction records, service tickets, follow-up activities of the business partners.
can anybody help me out.
regards
sachin

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
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Thanks for Everything.........

Interaction Record ticket to Email

Hi Experts
I am stuck with this problem:
I create a service ticket from ICweb, so first an interaction Record is created then service ticket created.
Let's say the service ticket is passed to somebody else to have a look, so with the inbox i look at all tickets created and go back to the one just created. Now I want to send an email from this ticket to the customer, the problem is the creation of the email triggers the creation of a new interaction record, and the BP of my service ticket is not passed to this interaction.
Is there a standard way to achieve the copy here from Ticket to Interaction record for the partners as the copy control doesnt seem to work...
Thanks in advance
Aurelien
System: CRM 4.0

With CRM 7 this problem won t exist anymore...

How to get those Char Description when i record please give a solution

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Default description of interaction in Interaction centre

Hi All,
Currently whenever we end the interaction on Web IC,interaction is created automatically with description empty.
Our requirment is to default the description text for the interaction record if user does not create the interaction manually in Web IC.
Please help.
Regards
Nikhil

Hi NIkhil,
This question has already been posted and answered in another thread.
Default description in the interaction record in interaction centre
Thanks
Vishal

Copy Service Ticket Description to Interaction Record Description Field

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