CRM 5.0 - IC WebClient - Service Ticket vs Service Order Navigation
Hi Gurus
Have any of you experts out there used the Badi: Navigation to Service Ticket and Service Order.
This Badi is located at: SPRO->IMG->Customer Relationship Management
->Interaction Center Webclient->Business Transactions->Service Ticket
->Business Add-Ins (Badi)s.
We are using Service Tickets only, yet when searching in the Inbox we locate our Service Ticket Transactions, when we select the Transaction it opens in Service Order view, not Service Ticket view.
My understanding is that this Badi can resolve the issue, does anyone have an example of the code they've used in this Badi to force navigation to the Service Ticket.
This is highly critical to our implimentation, therefore maximum points for the right answer
Many Thanks
Panduranga
Hi Panduranga ,
Here is a method in BADI.
pay attention that's only one BADI can be active so deactivate default BADI.
method IF_EX_CRM_ICWC_SERVICE_NAV~NAVIGATE.
case iv_process_type.
when 'TSVO'. "#EC NOTEXT
* navigate to Service Ticket
rv_navigation_link = 'ServiceToSrvTHead'. "#EC NOTEXT
return.
when 'ZTSV'. "#EC NOTEXT
* navigate to Service Ticket
rv_navigation_link = 'ServiceToSrvTHead'. "#EC NOTEXT
return.
* when 'WRS1'. "#EC NOTEXT
* navigate to WebRequest
when others.
* navigate to "normal" Service Order
rv_navigation_link = 'ServiceToServHeader'. "#EC NOTEXT
return.
endcase.
endmethod.
Good Luck
Eli Steklov
<b>Please Reward Points if it Helps </b>
Similar Messages
-
CRM 4; Utilities Add On; Service Ticket; SLA
Hello Experts,
We are implementing CRM4, service industry with utilities add-on.
We are using the service ticket for service request creation, applying the four tier classification of call types.
Each call type has an SLA timeframe for completion.
The SLAs are not product nor contract dependant - and only relate the the type of service stipulated in the service ticket.
I have set up the date profile etc.
I would assume that a dummy product and dummy contract will have to be created to invoke the SLAs but I am not managing to get the Service Ticket to see the response times.
Please could you point me in the right direction? i.e. How can I create an SLA against each code (category; code group; subject profile)? (without using service contracts?)
Much appreciated!Hi Tanya,
We have got the escaltion time picking in the ticket via BADI.
This BADI is called on Saving the ticket, which checks the code and then brings the code related SLa time form the response profile (which is also assigned to the product -Dummy one) and then checks for the Date profile date type date rule if any calculation is to be done it does that and then populates the times.
I think the need for contract is arising only because in the dummy product master of contract type only we can attach the reponse profiles ...you can actually add the set type to your service product(Dummy) and then try this .I'm sure it will work .
Works for us.
Regards
Raj -
Service ticket issue navigation issues
In CRM 4.0, when the standard HELPDESK icwebclient profile is used, after confirming the bp, when I click the service ticket link on the navigational bar, it navigates to the service ticket view where it shows 4 level of classification dropdown boxes.
In CRM 5.0 SP6 or SP7 (i cannot remember), I used the same standard HELPDESK icwebclient profile and did the above same steps but it navigates to the view where it shows the subject and reason dropdown boxes instead of the classification dropdown boxes.
I looked through the XML file in both CRM 4.0 and CRM 5.0 and both navigate to SrvTHead.htm page.
How do I need to do in CRM 5.0 such that when I click on the service ticket link on the navigational bar, it will go to the view where it shows the 4 level of classification dropdown boxes?
Thanks!Hello Edward Lee
I have the same problem that you.
In CRM 5.0 (i don't remember the SP), I copied the standard HELPDESK icwebclient profile, after I have created a catalog, a code groups, code group profile, a subject profile and at the end I created a categorization schema. When I go to the service ticket in the IC Web Client, after confirm an account I show the subject and reason dropdown boxes instead of the classification dropdown boxes.
What did you for solving this problem?
Can you help me, please?
Best Regards,
Mary
Message was edited by:
Mary Carter -
Service ticket in servicepro profile
Hi experts,
I'm working with CRM 2007 and I want to know if is it possible to use service ticket in servicepro profile? How can I do that? The service ticket is only for "IC" profile?
Best regards,
Caíque EscalerHi
Service Ticket UI component as you mentioned is only available in ICWebclient Profile. In WebUI it is possible to open any transactions in any UI components related to transaction because they all follow the same BOL model. ie Service Ticket can be opened in UI compoent for activity, Service Request etc..
I have worked on a scenario where Service Ticket was opened in Service Request component. FYI, SAP recommends migrating from Service Ticket to Service Request.
To open Service Ticket in Service Request framework (SRQM_INCIDENT_H). You have to do the following
a. Search.
It depends on if you are planning to use Service Request search or Worklist. In either case you will have to implement the BADI (Enhancement Spot) ES_CRM_RF_Q1O_SEARCH. This implementation is done so that instead of service Request you search for Service Ticket and return the guid.
b. Display
To display the Service Ticket in Service Request framework, you have to call dynamic navigation with selected entity and the UI component in the event handler on selecting item in the result list.
CALL METHOD cl_crm_ui_descriptor_obj_srv=>create_entity_based
EXPORTING
ir_entity = <ls_recent_object>-entity "Reference to Service ticekt
iv_ui_object_type = <ls_recent_object>-object_type " UI Object type for Service Request
iv_ui_object_action = <ls_recent_object>-action
RECEIVING
rr_result = lr_descr_object.
CATCH cx_root.
ENDTRY.
ENDIF.
IF lr_descr_object IS NOT BOUND.
RETURN.
ENDIF.
CREATE OBJECT lr_coll TYPE cl_crm_bol_bo_col.
IF lr_coll IS BOUND.
lr_coll->add( lr_descr_object ).
lr_window ?= me->view_manager->get_window_controller( ).
IF lr_window IS BOUND.
lr_window->call_outbound_plug( iv_outbound_plug = 'navigate' "#EC NOTEXT
iv_data_collection = lr_coll ).
c. Recent Edits
You will need to force Recent eidts also to save appropriate UI component in CRMD_SHORTCUT Table otherwise it will open in ICWebclient UI compoent. Check UI Component CRM_BSP_RECOBJ
You can also open service ticket in Service Order component. You will need to manually call the Time Reporting views whcih are are available in ICWebclient ptofile. -
Service Ticket view cannot be displayed
Hi Experts,
In the Web IC, when I try to click on the "Service Ticket" button from the navigation bar, I see the following error:
Cannot display view ICCMP_BTSHEAD/BTSHeader of UI Component ICCMP_BTSHEAD
An exception has occurred Exception Class CX_BSP_INV_ATTR_NAME - BSP exception: An attribute with the name "BTCCODELOGSYS" is not defined
Method: CL_BSP_PAGE_BASE=>IF_BSP_PAGE~SET_ATTRIBUTE
Source Text Row: 16
Actually half of the screen is displayed and the top half is not displayed, but blank.
Can anyone please tell me where I can add the attribute 'BTCCODELOGSYS".
Thanks,
JohnHi,
Open the SharePoint Central Administration,
go to Application Management --> Manage Web Applications
Click to select the web application that hosts your list (eg. SharePoint - 8080)
At the Ribbon, select the General Settings and select Resource Throttling
Then, you can see the 5000 List View Threshold limit and you can edit the value you want.
Click OK to save it.
Check this blog for more information:
http://blogs.msdn.com/b/dinaayoub/archive/2010/04/22/sharepoint-2010-how-to-change-the-list-view-threshold.aspx
Hope it could help
Cheers, Hemendra-MCTS "Yesterday is just a memory,Tomorrow we may never see" -
Service Ticket Vieew-Need Urgent
Hi All
I need small info
-->how to categorisation externa, attiibute structre values to SERVICE TICKET view..
--->can we add fileds to categorisatoion schema bu USING EEWB.?
i tried this but iam getting the error like
wizard cannot read values form atributes ,,wheni gave dataelement for field..but if we add with out data element it is ok.Hi,
A adding the four fields as
1. laucntransaction1
2.launchtransaction inherited
3.launch transaction 2
4.launchtransaction2 inherited top CRMCMP_MC_ATT
You mean you are adding these four fields in the Service ticket view instead the standard category 1..4 ?
These fields can be changed in the SRTVHEAD view .HTM code. (workbench)
however the flow of data for these four fields comes from category modeler created for service ticket.This service ticket has codes( catalog,code gourp code) which will store the values
B.go to view service ticket and add buttons ICCMP_BTSHEAD
getting the values form categorization schema based on the service ticket categorization
so put that transactions as buttons and trigger that transaction when we click on it.
I am unable to understand this part ? Plz elaborate
Also let me know the requirement scenario...
Regards
Raj
Edited by: Shankar Raj on Jul 21, 2008 12:54 PM -
Not able to create an Incident/Service ticket in CRM IC webclient
Hi,
I am trying to create an incident/create a service ticket in CRM IC Webclient.All the fileds are grayed out.
Can anyone tell me what could be the reason.Hi Nirsanti,
Could you please check the user is having the following roles or not(Check in suo1).
SAP_CRM_UIU_IC_ITSDAGENT
SAP_CRM_UIU_FRAMEWORK
To create the indicent,user should be assigned to position which is having business role IC_ITSDAGENT(IT Service Desk Agent) to an organisational structure.Please let me know if you need any other help.
Best Regards,
Silpa.T -
CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket
Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
Many Thanks
PandurangaHi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
The availability profile is maintained in SAP Easy Access> Service> Service Contracts and Service Plans --> CRMD_SERV_SLA - Maintain Availability and Response Times
Hope this will help
Regards
Rekha Dadwal -
CRM Service Ticket - Item Category error - IC Webclient
Hi
Once I confirm the customer account, I click on "Service Ticket".
I'm getting the following error "No Item Category could be created". I've taken a look at a few of the Item Category Groups & Usages and none of them appear to be exactly related to a Service Ticket. I believe this maybe the issue.
Would anyone have some guidance on this.
Points will be awarded for the right info.
Many Thanks
ArdenThanks Johnny
Do you know if this resolves the issue with the creation of the Service Ticket or does it just make it easier to link the Header & Item Level attributes.
Points awarded
Regards
Arden -
URGENT: Changing status at Header level in Service Ticket in Webclient
Hi All
Please reply ASAP.......
I am changing status for service ticket in webclient at Header level.
But at item level system status is not changing.
Is there any config in CRM where user status or system status is copied from header to item level
Basically need is to trigger item status when header status is trigerred....
Can anyone help me in resolving this issue.
Regards
Pankaj VisputeThanks Bhanu,
I solved my problem with your answer.
Thanks,
Praveen -
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,
AlanHi
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 -
Urgent: Replication of CRM Service Ticket to PM Service Notification in ECC
Hi Friends,
I have a Client requirement where
1) a Service Ticket is created on CRM IC Webclient.
2) This Service Ticket is then Replicated in Plant Maintemance (PM) Service Notification on ECC.
3) Then the Service Notification is executed in the PM Module through PM Service Order.
4) Then the service order status is updated on the Service Ticket.
5) The PM Service Notification and PM Service Order details should be visible from the Service Ticket window in IC Webclient.
I would appreciate if you can provide any information/details on how to replicate a CRM Service Ticket to Plant Maintemance (PM) Service Notification on ECC.
Any information on the above scanario setup and execution will be greatly helpful to me.
If you have any docs relevant to this pls send it accross to me.
My mail ID [email protected]
Pls help me out.
Thanks in advance and warm regards
PurnenduHello,
this is a topic where i´m also very interested and i already did some analysis on this.
There is now standard way from SAP to replicate CRM Service Request to CS Service Notification.
I´m thinking about a customer solution using a RFC function call to create the CS Service Notification in background.
Best regards
Manfred -
Error Message when we create a Service Ticket in SAP CRM 2007
Hi All we are having a serious production issue when we create a S.Ticket in SAP CRM 2007 We get the following error message we are not trying to send any information to R/3 We have a planned go live this saturday. So any help would be greatly appreciated.
An error occurred in system EDIES during account assignment
Message no. CRM_ORDER_MISC 060
Diagnosis
Errors occurred when assigning an account assignment object to a business transaction. To view the error message, see the accompanying log file.
Transfer Log
No controlling type could be determined (Notification E IAOM 012)
No controlling type could be determined (Notification E IAOM 012)
Regards
SathyaHi,
I have looked into your issue.
For this service ticket, kindly check the Org Unit maintained in Transaction and table OFIC_BILLORG_SRV are same. If not same kindly make changes in the following path in SPRO.
==> SAP Implementation Guide
==> Customer Relationship Management
==> Organizational Management
==> Cross-System Assignment of Organizational Units
==> Assign Billing Units to Service/Sales Organizations
If the above information is not helpful kindly take a look at note 861116.
I hope this helps.
Regards,
Venkat -
On Workflow completion in ECC create Service ticket in CRM
Hi Experts,
Our client requirement is to create service ticket in CRM on completion of work flow in R3 system.
Can anyone please advice me how to achieve the above requirement.
Thanks in advance
Kind Regards,
Veined.Hello,
You may try to call an RFC FM in CRM from ECC as the last step in your WF.
Regards,
Sharif. -
Help needed in Service Ticket view version CRM 2007
Hi,
We have a requirement to replace the Service Level Agreements with Location details screen (custom defined) in the Service Ticket View. I did this in 5.0 version,but couldnt replicate it in the CRM 2007
version.
Here is how I proceeded in the new version.
Instead of creating a new view, I approached the Adding required
context node approach and populated the fields that we need.
1. I enhanced the component ICCMP_BTCTR
2. I added Context node BTActivityH ( I did not link it to any CutomController in the wizard, but defined dependency to Higher LevelContext node BTAdminH, with BOL relation, BTHeaderActivityExt, and
activated the check box Always Create Instance and let the the wizard to finish off.
3. Then using the UI Config tool, I copied the standard configuration to my custom config for changes, I removed all the 3 fields that are there in the standard configuration, and replaced with the attributes
of BTActivityH using UI Config tool in the component work bench. All fields are Input ready fields (not set for Display only).
4. When I open the Service Ticket view to access these fields, in the UI of Service Ticket, I realized that they are display only fields.
5. Then I created the attributes, ( to access GET_I_S_*) methods of the attributes, and I externally set rv_disabled = FALSE in the metod (say GET_I_S_CITY)
6. Now I am able to input values for those fields, but still I am not able to save those entries that I entered in there.
I guess I am missing some thing in the wizard, like linking custom
controller or dependency relations.
Is it mandatory for me to bound the context node to component
controller Node (BTActivityH). If so how can I bound it.
Please advice me.
Thanks and regards,
SreekanthHello Sreekanth,
I think that the fields are read-only and not saved because your context node is not bound to a custom controller. (Even though your higher level node, BTAminH, is probably bound to a CuCo)
The code to perform the CuCo binding is mostly coded in the CREATE_BTACTIVITYH (controller class->typed_context->create_btactivityh or check create_context_nodes to see how the method is called)
like this:
owner->do_context_node_binding( iv_controller_type = cl_bsp_wd_controller=>co_type_custom
iv_name = <name of the CuCo>"#EC NOTEXT
iv_target_node_name = '<the context node of the CuCo to bind to>'
iv_node_2_bind = <your context node> ).
Now, save yourself a headache and a lot of debugging time and just create a new context node through the wizard again, this is much easier than trying to 'fix' it yourself! Once you have created your new context node you can delete the old one by deleting the attribute in the typed_context class.
Hope this helps!
Reward points if useful!
Kind regards,
Joost
Maybe you are looking for
-
Not sure what is going on here. I pre-ordered an album. One of the songs was available for instant download so I have that in my library now. I received an email saying that the rest of the album is available for download. When I go into my purchased
-
Upgrade from 11.2.0.1 to 11.2.0.2
Hi All, I have 11.2.0.1 database (standalone -- no DG) running in OEL5(32 bit). Req is to upgrade it to 11.2.0.2 and apply CPU Oct 2011. Please confirm the below steps which i will follow. 1. Install 11.2.0.2 into a new home 2. Apply CPU patch on 11.
-
Videos are not playing in my new ipad air
videos are not playing in my new ipad air. What to do??
-
Table for purachse order tax( Invoice tab)
Hi, Can anybody tell me table name for purchase order taxes which are matainined in invoice tab. Thanks and Regards Anil
-
I am using 64 bit itunes 10 on my windows 7 laptop. I was using itunes on my old pc but just recently upgraded. In itunes app store the reviews aren't there. Can anyone shed some light as to why? No stars. No reviews. For any app