Creation of service request based on an event in ECC
Hello,
I want to create service request based on an event in ECC HR. For e.g. events can be employee leaving, Absence for longer period etc.
Is there a standard way of doing this ? If so could you please let me know the process/steps.
Regards
Adding a BOL entity and binding it with the main parent node entity will give access to the main BOL. Using which, we can traverse to the required object using GET_RELATED_ENTITY and change the respective attributes.
Similar Messages
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Restrict search access of Service requests based on service team
Hi,
We have the below requirement in our client to restrict the search of the service requests based on the service team.
Requirement
A user can only search / display the service requests which are assigned to his queue.(Partner Function --> Service team)
Can you please suggest if we have a standard authorization object by means of which we can achieve this.
Can you please help us on priority on this. Reward points would be awarded for helpful answers
Thanks,
Vamsi.Hello Vamsi
I redefined the method EH_ONSEARCH_BTN of component BT116S_SRVO/ADVANCEDSP. Because i used this in service order. you can same method of Service request component.
Use can call method insert_selection_param of class cl_crm_bol_dquery_service
to set the SERVICE_ORG parameter with value of Employee's service org.
Regards
Naresh -
Error during creation of service request in SAP CRM 7.0
Hi,
I am getting the error " error occured in system DQ1290 during account assignment" when I try to save the Service request.
Actually DQ1290 is our ECC QA sustem and Iam getting this error when I try to save the service request in CRM QA system.
Can anyone suggest the reason for this.
Regards
A.Sureshbabu.Hi,
I am getting the error " error occured in system DQ1290 during account assignment" when I try to save the Service request.
Actually DQ1290 is our ECC QA sustem and Iam getting this error when I try to save the service request in CRM QA system.
Can anyone suggest the reason for this.
Regards
A.Sureshbabu. -
Send email to upon creation of service request
Hello Experts,
I have a requirement wherein upon creation of a service request in Interaction Center, an email must
be sent automatically to the responsible employee. In the functional specs it says that I need to create
a mail form and this will be called using action profile. When I tested it the action definition goes into an error.
From what I understand, we cannot call mail forms using processing type 'SMARTFORMS MAIL'. So my questions are listed below:
1. If I stick with mail forms creation, how can I get the needed data example from the business object, etc.
2. Are there any other way to do my requirement? Maybe mail forms is not needed and some configs just needs to be maintained.
Thank you guys and have a nice day!Hi Viraylab,
If you stick with send email with smartform then the config of action profile should be :
object type name = BUS2000223
context class = CL_CRM_SRQM_CONTEXT_PPF
Create your own Action Definition, in the Processing Types of Action choose Smart Forms Mail
Form Name = your form name
Processing Class = CL_DOC_PROCESSING_CRM_ORDER
Processing Method = CRM_ORDER_EXEC_SMART_FORM
Hope it's help,
Lina -
Note type not visible in Creation of Service Request
Hi there!
I am experiencing this OAF issue:
When creating a new Service Request there is a section "Problem Description" where we can see DFF, Summary and Notes.
The Notes region I can see is extended from another Region where there is the Notes Type and the actual Note to be entered (TextInput). But when creating a new Service Request I cannot see the Note Type messageChoice and don't know why. If I open the personalization page by clicking on "Personalise Page" link Ican see the Note Type item and it's visible according to the information but I still cannot see it. Is there any setup here that is used in the controller to hide the item? Is there something else happenning? Please, help.
//PatriciaHi!
I discover that both Note Type and status are set to rendered=false in the controller. That's the answer. I have to check I customer needs to see those or if they can live with it as is. Question is why arethey invisible in Service Request entry?
//Patricia -
Create a service request with the Account confirmed filled out
Hi all, I'm working on an IC scenario where we have to create a Service Request based on: functional location and customer.
This is the process steps:
1) search for the functional location (FL) and confirm it
2) confirm the account of the FL (we have a list of account related to the FL, partner function)
3) create a service request referring to the FL and the Account confirmed in the prev-step
My need is to find an automatic way to replicate the FL and the Account prev-confirmed directly into the Service Request, without repeat the search.
Any suggestions?Hi Anubhav, thanks for your replay. Your idea is good, but unfortunately our process is a little different. We have to manage with the FL, that is the central item of the Service Request, and with one of the several partner function of the FL.
So, first, the Agent has to search the FL and then confirm the right Account between the FL's partner (each time we have to create a service request, the Customer could be one of the FL's partner function). Now, I'm investigating if with a Badi, I can transfer the FL confirmed with the Account Identification, directly into the Service Request.
Interaction Center WebClient->Business Transaction->Service Ticket->BADI: Product Assignment for creation of Service Items
Thanks.
BR,
Andrea. -
Catalog for ITSM service requests
Guys,
Short question as I could not find the answer on the SAP site:
Does anyone know if the webshop or catalog solution from CRM is available for the IT service management functionality of the CRM suite. Meaning, can employees create service requests based on catalog items, or is this self-service functionality only supported by input fields?
Kind Regards,
SkanderHi
SAP Offers ICSS - Internet Customer Self Service functionality.
The Product Catalog is used in Installed Base Management, Request Management, Service Contracts and Product Registration.
Following link will be useful for the same:-
http://help.sap.com/saphelp_crm60/helpdata/fr/9f/86283fd0ca8443e10000000a114084/content.htm
Hope this will be useful
Regards -
ERMS:Populate multilevel categories (4 levels ) in service request
Hello All,
Does ERMS standard functionality allows to populate multilevel categories (4 levels ) in service request based on email content whenever its created through E-mail.
Any one has done simillar kind of work using ERMS standard to auto populate multilevel categories? , If so, how this can be achived?
Regards
ShanWe used BAPI: crm_order_maintain to help us out.
Regards. -
Hi Experts,
My requirement is to search service request by below given fields in the form of Bapi.
Can any one let me know or help me in linking tables of below given fields so that they should get displayed in a search custom Bapi and also when we execute the same it should display the service request based on selected search criteria.
Thank you,
Leela.Hi ,
Use tables CRMD_ORDERADM_H,CRMD_ORDER_INDEX,CRM_JEST,BUT000.
CRMD_ORDERADM_H -->Service Request ID.
BUT000 ->First Name,Last Name
CRM_JEST-->System status
CRMD_ORDER_INDEX--> Employee Responsible.
CRMD_ORDERADM_H-guid = CRMD_ORDERINDEX-header_guid.
CRMD_ORDER_INDEX-partner_no = BUT000-partner.
CRMD_ORDERADM_H-guid = CRM_JEST-OBJNR
Regards
Rajarama U -
Time Based Service Request Escalation
HI all
we want to know, how to create time based service request escalation in Siebel CRM On Demand?
thanks in advanceWhat you can do within the application is have a report/dashboard to highlight the SRs that are over their planned SLA, but the user will have to be in the application to see it.
If you want a time based WF, it currently is not available within R16, but you can write a relatively simple WS in combination with an integration event to solve this issue. -
Assign Service Request Owner on creation?
Hi,
On almost all record types the owner field is filled with the name of the logged person as default value. But on the service request this field has no default value. It's blank with a look up in order to select a user to assign the SR. I'd like to have the name of the logged person as default value on creation.
When I got to the aministration of this field I don't have access to create a default value or a validation rule.
So has anyone an idea how I could get to a solution for the cration of the SRs?
Cheers myriamHi,
Go to your role definition -> Step 4 (Privileges) and ensure the option "Advanced Field Management - Set up advanced field management features such as advanced default values and custom field validation " is turned on
Then you would be able to see those options (May have to log off and login). To set the logged in user as the default user, use the function LoginId() in post default of Owner By Id field to do it (It assigns only after saving the record)
-- Venky CRMIT -
Org determination based on category in service request.
Hello All,
In CRM 7.0, I need to default Orgazation based on the service request category selected.
Any one worked on such a scenario and let me know how this can be achived ?
Regards
ShanHello,
Thanks .
Managed to do with custom class and assigned to service ID AH_SRV_REQ_RT_GP. It working fine.
Regards
Shan -
Rule- Based Assignment of Employees in Service Request
Hi Expert,
Please provide step by step guide instructions for rule based in assignment of Employees for service request.
Thanks
Best RegardsThis blog should cover your needs: http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/18067. [original link is broken] [original link is broken] [original link is broken]
Regards. -
How to trigger a event when there in any change in category in the service request
Hello Experts
I need to set Employee responsible dynamically when the exact category is chosen in the service request. i am following a approach to register a function module in the crmv_events so that the event will be called as soon as categorization is changed in service request.I have never configured crmv_events.please guide me its urgent.
Please tell me if a better approach is available.
I will award points immediately .Reply as early as possible as its urgent.
Thanks in advanceHi Rashmi,
I would say, instead of doing it from any event function module, do it from web ui bol layer itself.
Define get P method of category and set event on the value change. Create that same event from event handler and write the code for getting(use FM) and setting emp responsible in that event using bol programming.
Please let me know if you need the codes for doing all this.
It would be great if you can paste the the screen shot of the view you are using in web ui.
Thanks,
Bhushan -
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, LouiseHi 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
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