Create a view - Service Requests and Incidents

Hi all,
I have a Service Manager 2012 environment that has gone through an in-place upgrade from SCSM 2010.
In the SCSM 2010 environment, Service Requests were implemented by extending the Incident class with an attribute that would denote whether the work item was an Incident or a Service Request.
In SCSM 2012 I would like to create a view that would combine the SCSM 2010 "Service Requests" with SCSM 2012 Service Requests.
Is it possible to create a Type Projection that performs the job of an SQL UNION statement?  If I was doing this in SQL, I'd be writing a query similar to the following:
Select *
From ServiceRequestDim
Union Select *
From IncidentDim
Where ServiceRequestType = 'Service Request'
(Obviously, some mapping of attributes between the two class types would be needed...and perhaps that's the reason why a type projection of this sort would not be possible...)
An alternate approach - attack this from the Work Item class.  It's trivial to create a view that contains Service Requests and Incidents - just set your criteria to be: ID begins with 'SR' or ID begins with 'IR'.  Unfortunately, that criteria
returns all Incidents, and I only want the Incidents that have the attribute ServiceRequestType = 'Service Request'.  Is it possible to create a Type Projection starting with the Work Item type that employs criteria from child classes?

Work Item is an abstract class, and can't be extended for implementation reasons. 
i think Anders has understated the difficulty of combining these views: this is a bit like saying "show me all the orange things, given this bucket of cats and this bucket of fruit" yes, they are both "orange", but fur is not the same
as fruit rind; they're not the same "orange".
the 2010 Service Request implementation was never intended to be a serious use case (i assume you're talking about the SCSM Service Request demo implementation on codeplex), it was intended
to be a demo of what you could do with the form and object interfaces. 
The solution here should be simple, convince your client that their solution has been replaced by a newer, better version, Resolve Close and then deprecate these requests, and start reporting only the new type requests. these are history, and dirty data,
and should be ignored. 

Similar Messages

  • Record assigned entry different for service requests and incidents

    Hi
    I've noticed something recently when using/implementing service manager that the record assignment formats are different depending on if you are assigning an incident or service request.
    For example when assigning an incident the record assignment shows the display names of the user being assigned (eg the incident is assigned to Joe Bloggs) however for a service request it shows as assigned to domain\jbloggs.
    Is there any reason for the difference between the 2 and can it be standardised as we use the work item action log to send assignment notifications to the affected users and while it's great for incidents it doesn't look good for service requests

    Unfortunately, this is just a text property and this different behaviour is hard-coded into SCSM and cannot be changed. Different people worked on the IR and SR forms and there are many inconsistencies. You could try raising a support case for it I suppose
    but I would not think it likely to be changed.
    Rob Ford scsmnz.net
    Cireson www.cireson.com
    For a free SCSM 2012 Notify Analyst app click
    here

  • Problem in opening 'Find Service Request' and 'Create Service Request' HTML forms

    Hi,
    I  am working on creating some date for EBS Service, and I am unable to open 'Find Service Request' and 'Create Service Request' HTML forms.
    I keep getting the error message :
    Oracle error - 20001: ORA-20001: APP-FND-02902: Multi-Org profile option is required. Please set either MO: Security Profile or MO: Operating Unit profile option. has been detected in MO_GLOBAL_INIT.
    I have min knowledge of EBS set up and configuration. We just use EBS as a source system for our ETLs.  Please suggest any workaround to get resolve the issue.
    Thanks,
    Kishore

    Navigate to System Administrator responsibility > Profile > System. Search for the profile MO: Operating Unit and under responsibility field, put in the responsibility name you are using for creating the service request, click OK and enter the desired operating unit value in the next window. It pulls up all operating units defined and you can chose the desired one.
    Thanks
    Shree

  • Group and Owner fields blank when viewing Service Request results via UWQ

    When looking at a row that represents a service request in either the UWQ or View Service Requests (search form) the group and owner columns are blank only for some of my users.
    If you look at the detail for the SR, there is a owner and group.
    Not sure what the issue is..? Inherited this role.
    -JP

    Which release is this occuring? At the first glance it looks like an issue that cropped up in 11.5.3. and has been fixed since.

  • I am trying to open a service request and the site does not work.

    I am trying to open a service request and the site does not work with ANY browser. I get the page https://getsupport.apple.com/GetParts.action which says "Send in for service. We just need a little more information." The continue button does not work. I've seen this problem before trying to file support requests. It's as if Apple simply does not want you to create requests.

    I just went through several screens and had no problems.  Try clearing your browser's cache and/or history.

  • SRVR(Service Request) and SRVO(Service Order) are not appearing in IC_Agent

    Dear friends,
    We are planning to implement Service Requests and Service Orders in CRM 7.0 Interaction Center
    The Service Transactions(Service Order/Service Request) are available in 'Service Professional' business role but not available in 'IC_AGENT' role.
    The things i have observed
    1. Without the channel the Transaction Type was not appearing in SAP GUI (CRMD_ORDER)
    2. Even after maintaining the Channels the BUS2000223 (Service Request) did not appear in CRMD_ORDER but the SRVO- Service Order transaction type appeared.(BUS2000116 Service Process)
    3. Have maintained the SRVO and SRVR transaction types as dependent transaction types in the 'Business Transaction Profile'; still when clieck on the Service Request or Service Order create I am getting the below error
    'No transaction type is available for creating a transaction'
    Below is the diagnosis
    Diagnosis
    No transaction type is available when creating a transaction. This can be due to the following reasons:
    No transaction type is available according to Customizing
    The user has no authorization for the transaction type
    System Response
    It is not possible to create the transaction.
    Procedure
    Make sure that:
    The transaction type is set up in Customizing
    The user has authorization for the transaction type
    Can you please guide me where the actual issue is
    Regards
    Raj

    Hi Raj,
    As per your quarries and requirement please go through the link, it will help you in understandable way
    http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C35_CRM701_BB_ConfigGuide_EN_XX.doc
    Please reward points,
    Cheers,
    Sunil

  • Service request and information request

    This may be the basic question.
    But what will happen for the service request and information request.
    Information request is getting created as service order what will be the process in ecc
    ICSS service request, what will be the process in ecc. is this should be esnt to ecc seperatly or service order can be created in crm.
    PRiya

    thanks

  • Difference between ICSS service request and stanadard service order srvo

    Hi All,
    Is there any difference between ICSS servicerequest and standard service order srvo. can i use SRVO directly in ICSS instead of ICSS service request.
    Please provide some inputs.
    Thanks,
    Priya

    Hi Priya,
    Yes, there are differences (major) between the ICSS Service Request and a standard CRM Service Order.
    A service request in ICSS is basically a query to ask for a specific service when they cannot resolve the problem on-line using other tools such as FAQ's or the solution search.   Service requests can be linked to both registered and non-registered products and installed bases.  Contracts that cover the requested service will be searched for and warranties can be validated as well.  Appointment scheduling for a requested service can be set up as well.
    That is about the extent.
    True end-to-end service order processing is realized only in the CRM Service Order.  Here you can plan the service, execute and bill for a service.  You can maintain items (which cannot be done in a service request) such as spare parts, triggering of availability checks, pricing, credit checks, etc... The system will create a sales order for sales related items, thus executing on order to cash back-end business processes.
    As you can see they are very different.
    ICSS does not support true SAP CRM service order processing thus you cannot use this standard order type in ICSS.
    Deb

  • Service request and Complaint difference in ICSS

    Dear All,
    What is the difference between the Service request and Complaints in ICSS .
    Regards,
    Pavan.

    Hi Pavan,
    Could You please check these following links :
    Service Request :
    http://help.sap.com/saphelp_crm70/helpdata/en/28/cdf11f2f7f4d45b95e5a435c588a90/frameset.htm
    Complaint :
    http://help.sap.com/saphelp_crm70/helpdata/en/28/cdf11f2f7f4d45b95e5a435c588a90/frameset.htm
    I hope this will help.
    Thanks and Regards,
    Dinesh.

  • Difference between service request and service order

    hi all,
    What is the differnce between service request and service order? when to use what?
    Thanks
    Raghav

    Service Order -> "You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service."
    Service Request -> "You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.
    Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery."
    Taken from http://help.sap.com/
    Rg,
    Harshit

  • I can not create a JCA Service (Request / Response)

    Hi
    I need to generate a JCA Service (Request / Response) to call a MBF that exists in JDE.
    I install Oracle Applications Adapters 11.1.1.3.0 in Oracle SOA Suite 11.1.1.4.0 and follow the Installation Guide and User Guide for applications adapters.
    I can view the Business Functions that I packaged with Genjava but when I try to Generate a JCA Service (Request / Response) does not generate the expected files.
    The machine on which I have installed the adapters is different from the machine where it was installed JDE
    The first warning message appears when i connect to the target:
    ADVERTENCIA: Unable to successfully register object with name 'jde:instanceName=*unknown.syworksoa*,metricName=jdenet_connection_manager,metricType=runtime.
    javax.management.RuntimeMBeanException: RuntimeException thrown in preRegister method
    Note: sywork-soa is the machine on which I have installed the adapters.
    The second message appears when i try to generate the JCA Service from a MFB in application explorer.
    java.lang.NullPointerException
    at java.io.StringReader.<init>(StringReader.java:33)
    at com.iwaysoftware.af.container.tools.wsdl.oracle.WSDLGenerator.getType
    Definition(WSDLGenerator.java:546)
    at com.iwaysoftware.af.container.tools.wsdl.oracle.WSDLGenerator.addRequ
    estResponseElements(WSDLGenerator.java:220)
    at com.iwaysoftware.af.container.tools.wsdl.oracle.WSDLGenerator.createW
    SDL(WSDLGenerator.java:275)
    at com.iwaysoftware.af.container.tools.wsdl.oracle.WSDLGenerator.getWSDL
    Document(WSDLGenerator.java:199)
    at com.iwaysoftware.af.container.tools.wsdl.oracle.IWayWSILBrowser.gener
    ateIWayWSDL(IWayWSILBrowser.java:130)
    at com.iwaysoftware.af.container.OracleAEManager.generateWSDL(OracleAEMa
    nager.java:83)
    at com.iwaysoftware.af.container.OracleAEManager.generateWSDL(OracleAEMa
    nager.java:64)
    at com.iwaysoftware.af.container.ae.AEComponentMessage.buildEXPORTWSDL(A
    EComponentMessage.java:182)
    at com.iwaysoftware.af.container.ae.AEComponentMessage.build(AEComponent
    Message.java:86)
    at com.iwaysoftware.af.container.ae.AEComponentMessage.<init>(AEComponen
    tMessage.java:58)
    at com.iwaysoftware.af.container.AEManager.dispatch(AEManager.java:134)
    at com.iwaysoftware.af.container.IWAFContainer.dispatchAERequest(IWAFCon
    tainer.java:809)
    at com.ibi.afjca.cci.IWAFInteraction.execIWAE(IWAFInteraction.java:279)
    at com.ibi.afjca.cci.IWAFInteraction.exec(IWAFInteraction.java:164)
    at com.ibi.afjca.cci.IWAFInteraction.execute(IWAFInteraction.java:98)
    at com.iwaysoftware.iwae.common.JCATransport.execute(JCATransport.java:1
    66)
    at com.iwaysoftware.iwae.common.AdapterClient.generateWSDL(AdapterClient
    .java:437)
    at com.ibi.bse.gui.ExportWSDLDialog.saveWSDL(ExportWSDLDialog.java:502)
    at com.ibi.bse.gui.ExportWSDLDialog.okButtonActionPerformed(ExportWSDLDi
    alog.java:416)
    at com.ibi.bse.gui.ExportWSDLDialog.access$000(ExportWSDLDialog.java:29)
    at com.ibi.bse.gui.ExportWSDLDialog$2.actionPerformed(ExportWSDLDialog.j
    ava:387)
    at javax.swing.AbstractButton.fireActionPerformed(AbstractButton.java:19
    95)
    at javax.swing.AbstractButton$Handler.actionPerformed(AbstractButton.jav
    a:2318)
    at javax.swing.DefaultButtonModel.fireActionPerformed(DefaultButtonModel
    .java:387)
    any help you can give me I am very grateful
    Carlos Andres Gonzalez.

    I have tried to create an account via ePrintCenter and it seems that the published application has several flaws in interpreting the provided input.
    1) In the Filed for last Name I enter my last name, which consist of only Alph Characters. The form however thinks that there is some sort of special character and rejects my Input.
    2) E-Mail address. is not identical; OK, so I do a quick OCR on the E-Mail and guess what they are identical. Again the form Fails to recognize this.
    3) Enter a password (2 Fields) and a third is displayed which is marked as "*required" but is not labeled as to what the required info could possibly be. Or is it a 3 password confirmation box, who knows.
    All I know is that a simple registration is a major pain with this HP site.
    Any Help as to how to alleviate this would of course be greatly appreciated.

  • CRM Release 12 service requests and creation of notes

    Hi, is it possible to get an email notification for a service request (in CRM Release 12) that includes the Note texts?
    Thanks very much, Louise

    Hi Oliver,
    Don't know if I understand correctly the question, but if it helps, here's my opinion.
    Normally, we create every call of a call list associated with a document...  a contact/interaction record.
    So, for your scenario, I would try to create 'complaint' as follow-up document of that contact.
    Then the agent makes the call and:
    - If the customer don't answer or don't want to complaint, just close the contact with the respective reason
    - If want to answer and have a complaint, the agent create a follow-up document of complaint type, and fill with the respective information.
    Hope that helps you a little more.
    Kind regards,
    Garcia

  • Wish to create an Installation Service Request for Field Service with Multiple S/N

    We are using Oracle 12.1.3 with Teleservice, Field Service and Installed Base. We ship multiple Serial Numbers in a given order then need to dispatch our Field Service technicians in order to install them at the customers locations. I am having a hard time thinking or figuring out the best way to record this in Oracle EBS. Using a Service Request is difficult as there is not a way to list multiple Serial Numbers that we are aware of. Any help or suggestions would be very welcomed.
    Thanks
    Jesse

    You are not able to add user input while working "My Activities" or "My Requests" in the portal.  They would have to use the Console, and then in the SR they would be able to update the User Input if that is where you wanted to store it.  I would
    create your own Activity Class (Inherit from Manual Activity) and add the fields for what you want, IP, Hostname etc.. then on the portal when the user request the vm map those values to that activity which is assigned to your network team. when they open
    their activity in the console they can add the value for ip.  There are many ways you can do this. Which way do you think your team will be most likely to follow.

  • SCSM 2012 R2 Portal - Publishing Service Request and Change Request.

    Dears,
    Sorry for this questions, it is very basic.
    I want links on how to create below things:
    Create Cataloge about Services we provide such: Create VM, Delete VM, Create User and Mailbox, Add user to group
    How to publish this request to Portal
    Create Change request approval flow such: approve creating user and mailbox
    How to publish above change request
    Thanks

    In addition to Thomas and regarding your assumption "I am not sure if the books help on this points":
    In the
    Microsoft System Center 2012 Cookbook in the chapter 5 starting on page 148 the detailed steps "how to create a request offering for a new user request" are described.
    Each recipe in this chapter describes how to setup a request offering with all related components to get this done.
    The recipes you need in this chapter are:
    Creating Service Request templates, page 148
    Creating Service Request activities, page 151
    Creating Service Offering categories, page 157
    Creating Service Catalog Request offerings, page 159
    Creating Service Catalog Service offerings, page 167
    Publishing Service offerings and Request offerings, page 176
    Working with Service Requests in the portal, page 183
    Creating Service Request notifications, page 187
    There is only one minor mistake in this chapter on page 153:
    "Unanimous (only one reviewer
    needs to approve)" -> it must be "Unanimous
    (all reviewers
    must approve)"
    I am pretty sure the recipes will work because I wrote the chapter. And sorry for the mistake on page 153! ;-)
    Andreas Baumgarten | H&D International Group

  • Service Requests and Collection Plans

    I'm experimenting here just a bit... and I wondered. Is it possible to map a Service Request Type to a Collection Plan. Seems logical functionality to me, but I couldn't find it anywhere...

    Work Item is an abstract class, and can't be extended for implementation reasons. 
    i think Anders has understated the difficulty of combining these views: this is a bit like saying "show me all the orange things, given this bucket of cats and this bucket of fruit" yes, they are both "orange", but fur is not the same
    as fruit rind; they're not the same "orange".
    the 2010 Service Request implementation was never intended to be a serious use case (i assume you're talking about the SCSM Service Request demo implementation on codeplex), it was intended
    to be a demo of what you could do with the form and object interfaces. 
    The solution here should be simple, convince your client that their solution has been replaced by a newer, better version, Resolve Close and then deprecate these requests, and start reporting only the new type requests. these are history, and dirty data,
    and should be ignored. 

Maybe you are looking for

  • How to include text file in classes directory of war file.

    I have a project that uses a text file called cache.ccf (JCS configuration file) when debugging the webservices, I have to dig into the inflated war file directory and manually place the cache.ccf file in the WEB-INF/classes/ directory/ How can i hav

  • Accounting Currency

    Hi, In PRRW travel expense posting, only company code currency is getting posted. For an international trip, i want both the document currency and accounting currency to get posted. That is, if an employee spends in INR and his company code currency

  • ASM disk shows different Readings

    Our env is 3 node rac with ASM and 6 Standby Databases on it. I am Missing around 1.5 TB for FRA disk on ASM ASM disk FRA shows : ASMCMD> du FRA/ Used_MB      Mirror_used_MB 240646              240646 Standby database shows the usage of ASM Disk Grou

  • I do not get the "run" button in the "Free firefox download" so I cannot start downloading Firefox

    I have Windows Vista in my laptop. I went to the Firefox wesite and clicked on "Free Firefox download". A page opened that contained the 3 steps of downloading Firefox. The first step told me to click on "run" button but this page did not have any "r

  • Putting an Image into a Frame

    Hi there, Ive created an applet in Java which is basically a square with a boucing ball in it. The problem is i want to put this into a JFrame so i can add other controls. How would i go about this?? I initialise the image in the intialisation... i.e