CRM2007 - Service Ticket screen is disable

Hello,
We upgraded our system to CRM2007. While we identify and confirm Account and nevigate to Service Ticket screen than the Service Ticket screen is read only. Can someone help us with this problem ?
Best Regards,
Jose

Hi Guys
Im having the same problem, Transaction Cancelled at the top of the screen
Ive added IC_BT to my function problem, still shows Transaction Cancelled
What else to do
Jogi

Similar Messages

How to Navigate from Confirm Account to Creation of Service Ticket

Dear Expert,
My client does not want to create a interaction record after account confirmation. They want to go directly to Service Ticket creation.
I am using CRM 6.0 SP05.
Could you guide me through the steps for that?
Which customizing steps need to be done?
Thank you very much in advance.
Best reagrds
Ahmed Hadi
Edited by: Ahmed Hadi on Dec 15, 2009 2:43 PM
Edited by: Ahmed Hadi on Dec 15, 2009 2:44 PM

Hello Ahmed,
I discuss the pros and cons of this strategy a bit in my book, "Mazimizing Your SAP CRM Interaction Center", but you can also find the basic info in this blog, "[Everything you need to know about the Interaction Record in the CRM Interaction Center|/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center]".
There is a BADI (CRM_IC_IARECORD) that can be used to suppress the creation of the Interaction Record. SAP does not recommend to actually supress the creation of the Interaction Record (as it is needed for various out of the box reporting and analytics options, as well as for maintaining object links and other features). Rather, you might want to simply use Intent-Driven Interaction with the Rule Modeler to automatically navigate to the Service Ticket screen after some UI event like BP confirm or IBase confirm (or whatever other even you want). If necessary you could also remove IR link for the NavBar.
Best regards,
John

New Fields on Service Ticket

Hi Folks
We are currently working on CRM 4.0. We have a new requirement where I need to add new fields to the Service Ticket. I added the new fields using EEWB and it works perfectly on SAP GUI. Now I need to add those new fields on CRM Webclient also.
On the Service Ticket screen on webclient, we have a pusbutton. Upon clicking that button, a new pop up page will open which was a page created using 'Pages with Flow Logic'. Can you please explain the process to add my custom fields on this pop up page which were created using EEWB?
I tried to create Context Node in that Page. But I couldn't create it.
Any help would be highly appreciated.
Thanks
Hari

Hi Hari,
If you want to process ticket fields within the CRM 4.0 IC WebClient, I do not think it is a good idea to use an extra page with flow-logic. I suppose that the server will execute the extra page with flow-logic in a new HTTP session: which means that the changes that you do in memory in one session are not available to the other one, until you actually save changes to the DB. Only way to exchange data between IC WebClient and page with flow-logic would be on the client side, via javascript. Additionally, I would not recommend using popups, unless you manage to get them modal (i.e. they stay on top). Otherwise they tend to disappear behind the IC WebClient.
I would suggest to remain within SAP's MVC design-pattern: Either you manage to show those new fields directly on SrvtHead.htm, and then it is just a matter to make the context node available, on which you have added the EEWB fields, or you create a new view to display only those fields separately (for example Z1_CRM_IC/SrvTSurvey) ; but this means some definition work in the runtime repository.
You need to perform declaration of new objects in the runtime repository:
- create a new page fragment (in my example: Z1_CRM_IC/SrvTSurvey) that you add in a redefinition of CRM_IC_All_Viewsets_wo_BUPA_and_Main.xml
e.g.
<ViewSet id="Z1_CRM_IC/SrvTSurveySet">
<ViewArea id="SrvTSurvey" views="Z1_CRM_IC/SrvTSurvey"/>
</ViewSet>
- add your view to redefinition of StdWorkareaOccupation.xml
e.g.
ServiceView StdResp
                        CmgASearch CmgADetail CmgAAttrMore CmgAFullView CmgAFullLog
                        CmgAHierarchy CmgAClassification CaseANavigation
                        PaymMainViewSet PaymAssignViewSet ChangeHistorySet
                        MktIOViewSet PartOAViewSet Z1_CRM_IC/SrvTSurveySet
Then you need to define an object link in runtime repository, to enable navigation from SrvTHead to your own view:
- add new navigation link to redefined CRM_IC_All_NavLinks.xml.
e.g.
<NavigationalLink name="SrvTHeadToSrvTSurvey">
     <Source viewRef="SrvTHead" outboundPlugRef="outboundPlug"/>
     <Targets>
          <Target viewRef="Z1_CRM_IC/SrvTSurvey" inboundPlugRef="inboundPlug"/>
     </Targets>
</NavigationalLink>
Navigation links from SrvTHead to your view and vice-versa are invoked from the DO_HANDLE_EVENT method of the respective view controller.
Hope you can use those ideas
Best regards
Walter

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,
Sreekanth

Hello 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

Service ticket process caters to multiple product scenario ?

Hi All,
We have an existing business process where in we use IC service ticket to trouble shoot customers problems.
The process is
a) Agent confirms the customer
b) Agent registers the product or confirms the registered product.
c) Agent creates the service ticket
When a customer calls in with issues for multiple products then agent has to create multiple service tickets and customer has to remember multiple tickt ids in order to follow up.
This leads to a bad customer experience.
So is there any way we can have multiple products in service ticket? So that agent gives one single ticket id to customer and also agent maintains one single ST to track.
We thought of using complaints,but its too risky for us to change the entire business process at this time.
If we use service order then also the same since IC service order UI is same as IC ST ui,.
Apart from customization is there any OOTB way to deal this use case ?
Thanks
AMol

Hi Amol,
You can definitely add multiple products once the Service Order is created. However if your requirement is to confirm multiple products at the time of registration then it would require you to tweak a lot of code around confirm. Also, you will have make amendments to the UI on the Account Identification screen to handle this as well.
I hope it helps.
Thanks,
Amrut

Service Ticket in CRM 7.0

Hello,
We are upgarding CRM 5.0 to CRM 7.0. Client is using Service Ticket in IC Web Client in CRM 5.0. As part of the project, we don't want to migrate it to service request. We will continue using service ticket in 7.0 as well. But client wants to use WebUI screen for service ticket. I know that SAP does not provide any WebUI screen for Service Ticket. But I have noticed that when I click on service order link in CRM 7.0 IC Web, it is giving me a pop-up to select the document type. One of them is service ticket. I believe this behavior is because of the same business object type 'Service Process' for order and ticket. Can we just use this WebUI screen to maintain the service ticket? I also know that there are certain validations in the service ticket user interface. But, if the process works fine for our requirement, then can we use WebUI screen?
Please let me know as soon as possible.
Thank you,
Sapan Shah

Hello,
For the pricing error, if no pricing date required, please check of the pricing relevency at item category customizing setting under both transaction category BUS2000115 and BUS2000116.
For the UOM error, please check whether a base unit and sales unit for this dummy product are maintained and the organizational units used in the order are assigned.
Alternatively:
you can use the BADI: CRM_SERVICEPROD_BADI, there you can create your own implementation and change the default product investigation to your individual product.
I hope this could be helpful.
Best regards,
Maggie

How to check Category is filled or not in Service ticket?

I have requirement to check the category field (CAT_GUID) is filled with value or not.
I would like to check this category field in the Badi zOrderSave of service ticket.
How I can accomplish this issue?
Your reply is appreciated.
Banu

Hi Banu,
I understood that you have to check Category field.
Please, "se"nd m"e an "e"mail" with a print screen highlighting the information that u need.
caiqueescaler hotmail com
Regards,
Caíque Escaler
Edited by: Caíque Escaler on Jun 23, 2010 8:34 PM

Category field in Service Ticket

Hi all,
CRM 5.0 ICWC
How/where can we see the categroy field in the ICWC service ticket.
Scenario : e mail service ticket will have category E-mail and Telephonic call service ticket will have TEL as the categroy .
CRM Online has the Category filed in the Service ticket transaction type Header.
Please help!
Full marks for good answer!
Regards
Raj

Hi Micha ,
I was able to add category to my Z_CRM_IC BSP application,now i have the runtime repository also defined for this .
I am currently trying out this
SrvTHead.htm
-->BTActivity ->BTHeader.htm
<crmic:dropdownListBox
id                = "category"
width             = "100%"
table             = "<%= BTCATEGORY %>"
nameOfKeyColumn   = "CATEGORY"
nameOfValueColumn = "TXT30"
selection         = "//BTActivity/Category"
disabled          = "<%= BTActivity->GET_I_CATEGORY( ) %>" />
it throws process errors:
Method "GET_I_CATEGORY" is unknown or PROTECTED or PRIVATE.
any suggestions.
Regards
Raj

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,
John

Hi,
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 notes time from user time to utc

HI ,
we have a requirement in crmd_order transaction in the service ticket notes .
The thing is the notes in the service ticket is taking the user time which has to be converted to utc.
can any body help regarding this.
is there any badi/userexit/screen exit for this plz any help
any....
thanks and regards,
sree
Edited by: Sree on Jul 8, 2008 12:50 AM

any help
regards ,
sree.

HANA text analysis in service tickets for product determination

Hello,
can anyone please tell me which prerequisites need to be fulfilled so that the automatic product determination using SAP HANA text analysis is working properly while creating a service ticket in SAP Cloud for Customer?
So far I can only find configuration tasks in the implementation project to disable the automatic execution of this determination. But even though I haven't deactivated it, the determination is not running. Not even if I enter the exact product description and serial number (for registered product) in the title and description fields while creating a service ticket.
Cheers
Sven Trillhof

Hi Sven,
Yes, to automatically create tickets out of incoming emails you need to set a forwarding rule from the company's address (e.g. [email protected]) to one of the technical addresses.
Note than on a productive tenant you will have two technical addresses available for customer service processes:
[email protected]
[email protected]
(where XXXXXX are the numbers in the URL of your tenant)
Please double check that you're using the correct address, as in your post you only mention "systemdomain" (meaning that you may be omitting the ".mail" piece). Also, please double check that you have enabled the correct options in scoping. There should be 3 questions that need to be answered (one for the B2C process, one for the B2B process, one for email-to-ticket in general).
After that, the easiest way to test is to send an email directly to [email protected] After a few seconds you should see the ticket show up in the Queue.
Thanks for the feedback on the documentation, we'll make sure to review it.
Kind regards,
Gab

ABAP: Update Sales Group/Org Unit in all existing Service Tickets

Hi - Can anyone give me some pointers, I need to loop through all our existing service tickets and update the Sales Group and Organizational Unit depending on the Responsible Group. Can anyone suggest bapi's, the best way to go about this, thanks! - Nigel

If you have ever user CATT or SCAT this the enhanced version.
Go to LSMW and create Project, subproject, object on the next screen you basically work your way down the path
Maintain Object Attributes
Maintain Source Structures
Maintain Source Fields
Maintain Structure Relations
Maintain Field Mapping and Conversion Rules
etc......
Behind the initial one - Maintain Object Attributes,
you can select Batch Input Recording (choose the moon mountain icon) and you can record the transaction you are changing. There are some gotchas and a newer person should test there stuff well. Only have entries in the recording for what you want changed.
You may want to hunt for some LSMW documentation, I learned by watching someone that knew it. Can easily be moved from dev to test to prd from Extras > Export then Extras > Import. Does not create a transport form.

Deleting service tickets and BW impacts

Der experts, I'd like to delete "dummy" service tickets in our production system. These service tickets shouldn't appear in the BW system. From my understanding, the best way is to use the report CRM_ORDER_DELETE.
Could you confirm that this report works correctly? Are there others actions to perform before or after this report in order to clean up the system? Is the BW system automatically updated?
If follow-up documents exist and so we cannot use this report, what are the other options to clean up service tickets in CRM and BW?
Thanks for your help,
Stephanie

Hi Martin,
Thanks for your reply. It is very useful and I will reward you with points.
I did a quick test in another CRM system (which is not connected to BW). The transaction document was properly deleted but nothing was updated in the CDHDR and/or CDPOS tables.
I made the following settings on the selection screen:
Technical settings: No entries. "Parallel" not selected.
Selection criteria: Transaction number and transaction type to be deleted. Uncheck checkbox 'Do not send BDoc' (to be able to update BW).
Does it mean that BW wouldn't be updated?
Thanks in advance for any feedback regarding this report in a productive system with a BW connected system.
Stephanie

How do we Define Multilevel Catagorization for Service Ticket

Hi Experts,
Can Any one Help on
How do we define Multi Level Catagorization For Service Tickets in IC WEB Clients for CRM 5.0.
Cheers !!
Dan.

Hi
You can user multi level categorzation using the category modler PCUI application.
you can access transaction code crmc_pcuitools tcode from GUI and type ERMS CAT* and execute then you will get the category modler pcui screen . then you can create the new schema for your service ticket transaction which can be view in ic webclient 5.0 .
category modler will provide the option of creating the schema where you define the node and subnodes and you can assign the subject profile under the application level and codes can be assigned to each of the label you define for your dropdown values which will be appeared in the ic webclient service ticket transaction type.
categoru modler schema once defined needs to be activated inorder to see the dropdown values in the multilevel categorization fields of ic webclient service ticket view header . you need to give the future date and time in order to activate the schema .
after defining the schema and activating you can see the dropdown field labels in the ic webclient what you have defined in the category schema.
upto 4 levels only categorization can be maintained or allowed in schema.
please reward points if helpful
Regards
Dinaker vikas

BI Reporting Categorization levels in the service ticket RSA5

CRM 5.0
We have created a 2 level categorization for our ICWC with values created in the category modeler. In the ICWC user can fill in category 1 & category 2 (GOOD)
But in RSA5 in running the BI extract 0CRM_SRV_PROCESS_H
The extract only appears to hold the category 2 data.
If we create a service ticket and only fill in category 1 (leave category 2 blank) then the category 1 data is in the extract.
How do obtain both level 1 & 2 data for BI reporting? Points to be given.

Hi Glenn,
The reason why is because the second level is stored with the first level concatenated to the second level. I'll clarify this.
The configuration of the catalog/codes is like this:
Level 1
C_1 Hardware
C_2 Software
Level 2
D_1 Printers
D_2 Screens
D_3 Mouse
D_4 Windows
D_5 Office
Via the Category Modeler the following hierarchy is created:
C_1
   |__D_1
   |__D_2
   |__D_3
C_2
   |__D_4
   |__D_5
If you look at the technical code, the level 2 is stored like this: C_1:D_4 in the service ticket
To make a reconsiliation of both levels in BW I believe you should transfer the following tables to BW
CRMC_ERMS_CAT_CA
CRMC_ERMS_CAT_CD
CRMC_ERMS_CAT_CL
CRMC_ERMS_CAT_CT
These tables contain the technical code + Description of the categories.
When you make the BW report, you need to read the category, split it by the ":" and rebuild the levels yourself based on the tables.
hope this helps.
Micha

CRM2007 - Service Ticket screen is disable

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