CRM 5.0 Incoming Email - Creation of a Service Ticket

Hi Gurus
For an incoming email I've managed to configure ERMS to create a Service Ticket.
A number of values are however not correct or missing entirely.
Is it possible to correctly populate the Multi-Level Categorization for the Service Ticket and if so how.
Many Thanks in advance
Regards
Panduranga

Hello Panduranga,
We've implemented a requisite very similiar to yours in version 4. We've created a new class, to a new ERMS service, to be added in our ERMS profile manager.
The way we filled the service ticket categorization was by doing the following:
Each node at category modeler must be associated to a subject code (combination of technical fields katalogartcodegruppecode). So, all you have to do when you're creating a new service ticket is to indicate your subject code to CRM_ORDER_MAINTAIN importing parameter: it_service_os.
Something like this:
ls_subject-ref_handle = gv_handle.
ls_subject-katalogart = iv_katalogart. "KATALOGART
ls_subject-codegruppe = iv_codegruppe. "CODEGRUPPE
ls_subject-code = iv_code. "CODE
ls_subject-mode = 'A'.
APPEND ls_subject TO lt_subject.
ls_osset-ref_handle = gv_handle + 1.
ls_osset-subject = lt_subject.
ls_osset-subject_profile = lv_service_h-subject_profile. "YOUR SUBJECT PROFILE - TO GET IT USE FM CRM_ORDER_SERVICE_H_SELECT_CB
ls_osset-profile_type = 'A'.
APPEND ls_osset TO ls_service_os-osset.
ls_service_os-ref_handle = gv_handle.
ls_service_os-ref_kind = 'A'.
APPEND ls_service_os TO gt_service_os.
ls_input_field-ref_handle = gv_handle.
ls_input_field-ref_kind = gc_object_kind-orderadm_h.
ls_input_field-objectname = gc_object_name-service_os.
ls_input_field_names-fieldname = 'CODE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'CODEGRUPPE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'KATALOGART'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
INSERT ls_input_field INTO TABLE gt_input_fields.
Then all you have to do is to use internal table gt_service_os as it_service_os at CRM_ORDER_MAINTAIN.
Hope that this helps. If not, just write back and If I can, I'll help you
Kind regards and good luck.
Bruno
Edited by: Bruno Garcia on Aug 21, 2008 3:20 PM

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