CRM IC (Interactive Center) Service Order Create

Guys,
We are creating a Service order in CRM_IC using 'BAPI_ACTIVITYCRM_CREATEMULTI' . the order creates fine ,But I need to assign person responsible to the line item and am not sure how to do it.
Anybody tried this out ? or is there a better way to create a service order for CRM IC environment.
Thanks,
Manoj

Hi
Please send the sample code for create service order using function module
Regards
P.Prabhakaran

Similar Messages

IW31 Service Order created with reference order,sold to party not populated

Hello
If one decides to create a new service order with IW31 but based on an old one using reference order field, not all data's are popullated to the new document:
It works for some data's like :
- operations
- components
It does not work for the following data's:
- service order description
- sold to party
- main workcenter
Does someone know if it is possible in the customizing to determine "copy rules" in order popullating values from the reference document to the new?
Is it a bug or a SAP standard behaviour?
Kind regards
Chris

Hello,
The behaviour you have described is correct - Description, partners, main work center are not copied from reference order. See note 197581.
-Paul

Settlement Rule for service order created based on sales order

Hello,
I am creating a sales order and entering WBS as an cost object.
After creation of sales order the Service order is created.
For service order type in the settlement profile WBS is maintained.
But the system is not copying the WBS in Service order which is maintained in sales order.
Can any body have an idea on this?
Regards
Abhijit

Hi,
As far as my understanding when service order is created through sales order then settlement rule is SDI and its item number
Not what you maintained in account assignment tab of sales order
When you settle service order then cost will settle on sales document and its item and then latter you settle sales order then settlement receiver is WBS element which you maintained in account assignment tab
Kapil

2 Service Orders created on save

Experts,
We are trying to create service order process type by directly using the logical link "SRV-ORD-CR" from the navigation bar of IC webclient. However its creating 2 orders on save. This happens only once per session.
I have debugged through EH_ONSAVE for the overview view for the component BT116H_SRVO, and am unable to find the extra entity that is created during the save. This phenomenon also doesn't occur when the service order creation page is reached through the search screen by clicking the 'New' button.
Please advise.
Thanks,
Ayeung

Manfred,
It seems like when the leading transaction type is changed, it automatically creates the transaction that is placed in that field.
For example, if we use Transaction Type 0010, it creates a transaction record and a customer service order on save.
Any suggestions on how to avoid creating two records/orders?
Thanks,
AYeung

BAPI for service order create/change

Hi,
I need to create and update service order on release 4.6C. I have searched for available BAPI but did not come up with anything. Searching the OSS and forums, I found that there are function modules BAPI_ALM_ORDER_CREATE and BAPI_ALM_ORDER_MAINTAIN available on release 4.7 . There are notes about downgrading these function modules to 4.6C (Note 655926 is one of them, search ALMBAPI).
My question is, has anybody done this ? What all is part of this downgrade ? There are numerous correction notes, and did you have to apply those ?
Any help will be greatly appreciated.
Regards,
Rajendra Salecha

Hi Rajendra,
The note 655926 you mentioned, clearly details all the steps involved in downgrading the BAPIs to 46C. You just have to follow the steps in that order and yes, you need to have all the notes that are mentioned in there, unless they are delivered as part of some support pack and you are on that support pack level already.
Srinivas

User Exits or BAdis' for the Service Order create Transaction

Hi all,
 I need to Replace a field, "Product" in the "Item Details" area of the create Service Order Transaction(CRMD_BUS2000116) with some custom field.
Are there any Exits/BAdi which will help me in doing this..
Thanks in advance
Sethu

Hi Sethu,
The user exits / BADI's for the Transaction(CRMD_BUS2000116 are not avaliable:
The following info from one forum to search user exits / BADI's that you can use: There are multiple ways of searching for BADI.
Finding BADI Using CL_EXITHANDLER=>GET_INSTANCE
Finding BADI Using SQL Trace (TCODE-ST05).
Finding BADI Using Repository Information System (TCODE- SE84).
1. Go to the Transaction, for which we want to find the BADI, take the example of Transaction VD02. Click on System->Status. Double click on the program name. Once inside the program search for CL_EXITHANDLER=>GET_INSTANCE.
Make sure the radio button In main program is checked. A list of all the programs with call to the BADIs will be listed.
The export parameter EXIT_NAME for the method GET_INSTANCE of class CL_EXITHANDLER will have the user exit assigned to it. The changing parameter INSTANCE will have the interface assigned to it. Double click on the method to enter the source code.
Definition of Instance would give you the Interface name.
2. Start transaction ST05 (Performance Analysis).
Set flag field "Buffer trace"
Remark: We need to trace also the buffer calls, because BADI database tables are buffered. (Especially view V_EXT_IMP and V_EXT_ACT)
Push the button "Activate Trace". Start transaction VA02 in a new GUI session. Go back to the Performance trace session.
Push the button "Deactivate Trace".
Push the button "Display Trace".
The popup screen "Set Restrictions for Displaying Trace" appears.
Now, filter the trace on Objects:
V_EXT_IMP
V_EXT_ACT
Push button "Multiple selections" button behind field Objects
Fill: V_EXT_IMP and V_EXT_ACT
All the interface class names of view V_EXT_IMP start with IF_EX_. This is the standard SAP prefix for BADI class interfaces. The BADI name is after the IF_EX_.
So the BADI name of IF_EX_CUSTOMER_ADD_DATA is CUSTOMER_ADD_DATA
3. Go to Maintain Transaction (TCODE- SE93).
Enter the Transaction VD02 for which you want to find BADI.
Click on the Display push buttons.
Get the Package Name. (Package VS in this case)
Go to TCode: SE84->Enhancements->Business Add-inns->Definition
Enter the Package Name and Execute.
Here you get a list of all the Enhancement BADIs for the given package MB.
Also have a look at below report which will list BADIs.
REPORT Z_FIND_USER_EXITS.
TABLES : TSTC,TADIR,MODSAPT,MODACT,TRDIR,TFDIR,ENLFDIR,SXS_ATTRT ,TSTCT.
DATA : JTAB LIKE TADIR OCCURS 0 WITH HEADER LINE.
DATA : FIELD1(30).
DATA : V_DEVCLASS LIKE TADIR-DEVCLASS.
PARAMETERS : P_TCODE LIKE TSTC-TCODE,
 P_PGMNA LIKE TSTC-PGMNA .
DATA wa_tadir type tadir.
START-OF-SELECTION.
IF NOT P_TCODE IS INITIAL.
 SELECT SINGLE * FROM TSTC WHERE TCODE EQ P_TCODE.
ELSEIF NOT P_PGMNA IS INITIAL.
 TSTC-PGMNA = P_PGMNA.
ENDIF.
IF SY-SUBRC EQ 0.
 SELECT SINGLE * FROM TADIR
 WHERE PGMID = 'R3TR'
 AND OBJECT = 'PROG'
 AND OBJ_NAME = TSTC-PGMNA.
 MOVE : TADIR-DEVCLASS TO V_DEVCLASS.
 IF SY-SUBRC NE 0.
 SELECT SINGLE * FROM TRDIR
 WHERE NAME = TSTC-PGMNA.
 IF TRDIR-SUBC EQ 'F'.
 SELECT SINGLE * FROM TFDIR
 WHERE PNAME = TSTC-PGMNA.
 SELECT SINGLE * FROM ENLFDIR
 WHERE FUNCNAME = TFDIR-FUNCNAME.
 SELECT SINGLE * FROM TADIR
 WHERE PGMID = 'R3TR'
 AND OBJECT = 'FUGR'
 AND OBJ_NAME EQ ENLFDIR-AREA.
 MOVE : TADIR-DEVCLASS TO V_DEVCLASS.
 ENDIF.
 ENDIF.
 SELECT * FROM TADIR INTO TABLE JTAB
 WHERE PGMID = 'R3TR'
 AND OBJECT in ('SMOD', 'SXSD')
 AND DEVCLASS = V_DEVCLASS.
 SELECT SINGLE * FROM TSTCT
 WHERE SPRSL EQ SY-LANGU
 AND TCODE EQ P_TCODE.
 FORMAT COLOR COL_POSITIVE INTENSIFIED OFF.
 WRITE:/(19) 'Transaction Code - ',
 20(20) P_TCODE,
 45(50) TSTCT-TTEXT.
 SKIP.
 IF NOT JTAB[] IS INITIAL.
 WRITE:/(105) SY-ULINE.
 FORMAT COLOR COL_HEADING INTENSIFIED ON.
Sorting the internal Table
 sort jtab by OBJECT.
 data : wf_txt(60) type c,
 wf_smod type i ,
 wf_badi type i ,
 wf_object2(30) type C.
 clear : wf_smod, wf_badi , wf_object2.
Get the total SMOD.
 LOOP AT JTAB into wa_tadir.
 at first.
 FORMAT COLOR COL_HEADING INTENSIFIED ON.
 WRITE:/1 SY-VLINE,
 2 'Enhancement/ Business Add-in',
 41 SY-VLINE ,
 42 'Description',
 105 SY-VLINE.
 WRITE:/(105) SY-ULINE.
 endat.
 clear wf_txt.
 at new object.
 if wa_tadir-object = 'SMOD'.
 wf_object2 = 'Enhancement' .
 elseif wa_tadir-object = 'SXSD'.
 wf_object2 = ' Business Add-in'.
 endif.
 FORMAT COLOR COL_GROUP INTENSIFIED ON.
 WRITE:/1 SY-VLINE,
 2 wf_object2,
 105 SY-VLINE.
 endat.
 case wa_tadir-object.
 when 'SMOD'.
 wf_smod = wf_smod + 1.
 SELECT SINGLE MODTEXT into wf_txt
 FROM MODSAPT
 WHERE SPRSL = SY-LANGU
 AND NAME = wa_tadir-OBJ_NAME.
 FORMAT COLOR COL_NORMAL INTENSIFIED OFF.
 when 'SXSD'.
For BADis
 wf_badi = wf_badi + 1 .
 select single TEXT into wf_txt
 from SXS_ATTRT
 where sprsl = sy-langu
 and EXIT_NAME = wa_tadir-OBJ_NAME.
 FORMAT COLOR COL_NORMAL INTENSIFIED ON.
 endcase.
 WRITE:/1 SY-VLINE,
 2 wa_tadir-OBJ_NAME hotspot on,
 41 SY-VLINE ,
 42 wf_txt,
 105 SY-VLINE.
 AT END OF object.
 write : /(105) sy-ULINE.
 ENDAT.
 ENDLOOP.
 WRITE:/(105) SY-ULINE.
 SKIP.
 FORMAT COLOR COL_TOTAL INTENSIFIED ON.
 WRITE:/ 'No.of Exits:' , wf_smod.
 WRITE:/ 'No.of BADis:' , wf_badi.
 ELSE.
 FORMAT COLOR COL_NEGATIVE INTENSIFIED ON.
 WRITE:/(105) 'No userexits or BADis exist'.
 ENDIF.
ELSE.
 FORMAT COLOR COL_NEGATIVE INTENSIFIED ON.
 WRITE:/(105) 'Transaction does not exist'.
ENDIF.
AT LINE-SELECTION.
data : wf_object type tadir-object.
clear wf_object.
GET CURSOR FIELD FIELD1.
CHECK FIELD1(8) EQ 'WA_TADIR'.
read table jtab with key obj_name = sy-lisel+1(20).
move jtab-object to wf_object.
case wf_object.
 when 'SMOD'.
 SET PARAMETER ID 'MON' FIELD SY-LISEL+1(10).
 CALL TRANSACTION 'SMOD' AND SKIP FIRST SCREEN.
 when 'SXSD'.
 SET PARAMETER ID 'EXN' FIELD SY-LISEL+1(20).
 CALL TRANSACTION 'SE18' AND SKIP FIRST SCREEN.
endcase.
Hope it will help you.
Regards,
Arjun
Reward points if it helps

Notification data copy to Service orders created from sales order.

Hi,
In our business scenario, we are creating sales order from service notification & service order from sales order. Document flow will be Service Notification -> Sales Order -> Service Order.
Here user wants that Notification data to be copied to service order. This is possible when we create service order directly from notification. Buit in our case we are not creating service order directly from Notification, we are creating service order from sales order. in this case notifiationdata is not getting copied to service order.
Our ABAPer's are also tried to find the exit or enhancement points, but not able to find any thing for this requirement.
Pl. suggest, how to do it.
Thank you in advance.

The only way I have seen to do this kind of billing is using Resource Related Billing (RRB) and customizing of the Dynamic Item Processer Profile (DIP Profile)
It is not exactly like a simple flow of Notification > Sales Order > Service order (with all of the problems of how to copy notification data through to Service order) but might be a possible solution for you ?
[http://help.sap.com/saphelp_erp60_sp/helpdata/en/3c/abae15413911d1893d0000e8323c4f/frameset.htm]
This link will take you to the main CS help but then drill down into Call Management > Billing > Resource Related Billing > Billing Scenarios.
regards,
Tony

Integration of Service order from CRM to ECC

Hi Experts,
We are working on CRM 7.0.
My requirement is that when user connects to call centre for any complaints(Billing etc) in CRM Interaction centre ,service order need to get triggered in ISU.
My questions:
1) What will be the best possible option for registering complaint(Service ticket ,Service order etc) in SAP CRM
2) How can we triggered service order in ISU when service ticket or service order is generated in CRM by call centre agent
Do we need custom enhancement or Configuration will be enough
Regards
Nikhil

Hi Nikhil
1. Compaints (CRMC) is best for registering complaints
2. Use actions to trigger the next document such as a service order.
Ravi Laxman

Service order replication from CRM to R/3- Error confirmation status

Hi,
We are trying to replicate a service order created in CRM 5.0 to R/3 ,
the service order is saved without any errors both the item and transaction have status released but when we try to create a service confirmation as followup it shows a message "Service process 8000000023 cannot be confirmed due to its status"
and on checking in txn:SMW01 it shows status as "sent to recievers" and a message "R/3 adapter called"
Please can you tell me regarding the status that is to be maintained for successfull upload of service orders to R/3.
Regards
Prathiba

Hi Pepe,
Thank you for your quick reply.
The status of the item shows "To be distributed" when i try making changes it shows a message
"Document being distributed changes cannot be made"
How to rectify this problem?
Regards
Prathiba

CRM Service - ECC Logisitcs Integration (Spare Parts in a Service Order)

Hi Experts,
We have been trying to configure a scenario for CRM Service Orders with SAP ECC logistics integration in CRM 7.0 EHP1.
We are aware of the standard configuration wherein we assign one logistics scenario ( Purchase Requisition or Purchase Order or Reservation) for a specific service organization & Item Category for spare parts in service order.
Our first query : Is it standard that the spare part will be automatically reserved if it is in stock (after ECC availability check from service order) and purchase requisition or purchase order is created only if it is not in stock?
We also understand that while a reservation happens during Service order creation, the goods issue or material withdrawal happens only on service confirmation. If this the case, how will the physical delivery happen to customer? This is our second query.
Please note that we are raising this query only for spare part items in service order and not for sales item in service order.
It would be great if you could help us with this issue.
Responses will be suitably rewarded.
Thanks,
Prish

Hi Pritesh,
Thank you for your prompt reply and help, appreciate the same, we would be going for the scenario where the service order in sap crm has saleable parts, the service order would get replicated to ecc as a sales order and the costs would get booked when the post goods issue is performed after creating the delivery in SAP ECC.
Following are the configurations done
1) Service Order type ZRVW is created in SAP CRM
2) The same service order ZRVW is mapped in SAP ECC
3) The service order in SAP CRM has the following number range and the same is kept internal
4) The same number range is marked as external in SAP ECC in vn01 tcode
5) The number range is assigned to the document type ZRVW in SAP ECC
6) Item category determinations are done in SAP CRM, standard SRVS(Sales items are copied to YRVS)
7) The same item category determination is also set in SAP ECC for Item category group NORM
8) Item category determination is also set for ERLA as item category group in ECC
9) The item category YRVS is set to delivery relevant in SAP ECC
10) The standard schedule line is determined which is CP is relevant for delivery
11) The sales area is also assigned to the document type ZRVW.
12) In SAP CRM, the status profile YCONT is assigned, having the business transaction to be distributed, the status of the same is set to allowed for completed status
13) The status profile has been assigned to the transaction type ZRVW
14) Pricing configurations are also done in sap crm and sap ecc
15) Now I am creating the service order ZRVW in SAP CRM, having saleable parts, customer's and material's exist in both systems having the same sales area, the status is set to completed at item and header level
16) The system is throwing an error when I click on edit
17) When checked In sap ecc the system says that the document does not exist
18 I did open the error in SAP CRM and it says that there are some settings required for billing
Since there is no billing relevance to this scenario in the item category the billing relevance is set to no billing
Please advice further
Kind Regards
Atul

The sent emails from interaction center donu2019t create activity!!!

Hello All
I am working on CRM 6.00
I am facing the problem that the emails sent from the interaction center does not create activity, I am using the activity type 0005 u201Cthe standardu201D in one to one email configuration step, but still the same problem the emails are sent but without activity creation.
Regards
Jacopo Fransoice

Hi
I don't know functionality you are writing about, but I know scenario where user creates activity, clicks e-mail button and then text from activity is being copied to e-mail.
User can click checkbox "After sending move to outbox" - it will insert you e-mail in folder in Agent Inbox with outbound. Activity will be attached to e-mail.
Regards
Radek

Function module to get Service Order details created with a Sales Order

Hi,
Could anyone tell me if there is any function module to get the details of the Service order that is created automatically for a line item in a sales order. Let me explain my requirement clearly.
When a sales order is created with specific line item, a service order is automatically created for that line item. I need to get the information about the associated service order. I can't find this information in VBAK, VBAP or VBEP tables obviously. But, i can see the link between the service order created and related Sales document # and item # in the DB view CAUFV. But, the key field here is Service order #. But my requirement is to get the service order details from the key field of Sales document.
I tested the FM SD_SALES_DOCUMENT_READ_POS that reads the sales document header and item material tables, but this doesn't help me in getting the service order details associated with the material line item.
Your early response is greatly appreciated.
Thanks in advance,
venu

Hi Akshay,
I actually saw this , but surprisingly, there is nothing stored in this field in either of the tables VBAK or VBAP. I mean, even for the sales orders which have associated service orders, nothing is stored in either of the above tables.
Can you please tell me if there is anyother way.
Thank you,
venu

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

"Transaction Cancelled" in Interaction Center

CRM Experts,
I am facing issues while working with CRM 2007 Interaction Center. After confirming the Business Partner, when I move to Interaction Record or Complaint, all the fields are Greyed out and on top of the screen there is a message "Transaction Cancelled".
I have assigned IC_BT Function Profile in my Business Role. Also CONTENT_MGMT Function Profile is set to DEFAULT.
If I click on "Retun to Current Interaction Record" in the Recent Interaction History, it starts working fine.
Please advise.
Thanks

hi Daljit pal singh,
This error occurs due to missing parameters in runtime framework profile.
Create a new runtime framework profile with the following values
Separate Display Mode - ON
Application          -         BSPWD_BASICS
View Set Name    -   WorkAreaHostViewSet
View Area Name -   WorkAreaView
History Type       - Simple History Stack
Operation Mode - automatic Recording of changes in work area
Max. Entries -
and add the following custom controllers to runtime framework profile.
CRMCMP_BPIDENT         CuCoIdentification
CRMCMP_UIEVENT      CuCoUiEvents
ICCMP_BT_GLOBAL         CuCoIRec
ICCMP_FEEDBACK         FeedbackCuCo
assign this runtime framework profile to your business role.This will resolve your issue.
thanks
giri
Edited by: Yadagiri Challa on Dec 18, 2008 2:16 AM
Actually the above mentioned steps for runtime framewrok profile are avaiable in the OSS note Note "1112935 - IC - Transaction cancelled for sales order".
thanks
giri

Middleware : Service order - No Upload to R/3

Hi Experts,
Landscape Details:
Our Client is using CRM 5.0 and R/3 4.7.
Integration was done through middleware and initial load of Customizing data, Master data( Customer master and Material master) was finished.
In Administration console( Transaction code- SMOEAC), R/3 site was subscribed for 'All Business transactions(MESG)'.
Requirement:
service order created in CRM has to be replicated to R/3.
Following customization was done:
In both CRM and R/3 Transaction type and Document type are maintained with the same name.
Number range is internal in CRM and external in R/3.
Item categories and Item category determinations were maintained in the same way in both systems.
Problem Description:
When i am creating a Service order in CRM it is not replicating to R/3.
In transaction SMW01 it was hanging with 'yellow color' status.
If i reproces the BDOC manually in SMW01, status is going to green color, but it is giving the following errors.
1. No upload into R/3 Message no. CRM_ORDER_MISC022
2. R/3 adapter is called Message no. CRM_ORDER_MISC024
Note: I have checked the SAP note 791713, implementation CRM_SALESDOCU_R3A was active in SE19.
Can anybody guide me to solve this issue.
Thanks in advance
Nadh.

Hi Nadh
Is there a placeholder for a service order in R/3? What would SAP services business process achieve by replicating a service order to R/3? A service order can create a sales order in R/3 if you have a sales item in your service order which is sold to the customer during services.
There are 4 types of items in a service order:
The posting of actual costs to the account assignment object in the SAP ERP system is triggered using the service confirmations assigned to a transaction.
●     Activities
Activities are automatically transferred to a time sheet. The sender cost center is determined using the personnel number of the service employee making the confirmation. The activity type is determined from Customizing. The data entered must be transferred to CO from the time sheet. To make this transfer, choose Personnel ® Personnel Time Management ® Time Sheet ® Transfer ® Accounting. Then activity allocation from the service employees cost center to the account assignment object takes place in CO.
●     Service parts
Service parts automatically generate goods issues in MM, with a posting in FI and to the account assignment object.
●     Expense items
Expense items are automatically posted to the ERP system as transfers: The cost center of the service employee making the confirmation is credited in the amount of the expenses entered, and the account assignment object is debited for that amount. The transfer posting cost element is determined from Customizing.
●     Tools
Tool items are automatically posted in the ERP system as internal activity allocations. The cost center and activity type are assigned in the ERP system in Customizing under Integration with Other SAP Components ® Customer Relationship Management ® Settings for Service Processing ® Controlling Integration ® Assign Cost Center and Activity Type to Tool.
Then activity allocations from the cost center to the account assignment object take place in CO.
Sales items are not confirmed; instead the sales order is created for the service item in SAP ERP sales and distribution (SD). During the goods issue for delivery in MM, the costs are posted in FI and to the account assignment object.
Please refer to SAP documentation on how the services business process flows.

CRM IC (Interactive Center) Service Order Create

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