Customers using service requests

Hi all,
please clarify my following doubts:
1. I want to know who are all the customers who are using service requests, how?
2. Are all the customers in ar_customers eligible for using service requests?
if not ,
(A) what is the criteria?
(B) where are we specifying the criteria in crm?
kindly reply soon
--regards
--raj

Thanq Sudeep
--reg
--RAJ

Similar Messages

Use of Master Service Request

Hello,
We are using Service Request as Transaction Types for Incident that are logged by our client.
Then, per my understanding, if an deeper investigation needs to be logged on, a master service request (Problem) can be created.
What is the adding value of Master service request compared to service request? Why not creating a follow up Service request to the first one?
I have done some research on the SAP help but expect from the part that Master service request is a 'below type' of a service request, i could not get much information.
Has anyone already used it ? What are the adding functionnalities compare to service request?
Thank you,
Regards,
Anaïs

In a past life I put in place a '3,3,0' rule as a way to ensure that we were not sending out too many emails to those who were showing 0 interest.
Essentially, If you were sent 3 emails in 3 weeks and had 0 activity (no opens, clicks, web visits, form submits) then you would not get a 4th email. After a week, the rule was no longer valid so you could get the next message.
I have also worked with organizations that put similar rules in place. In some cases, program/campaign flow was merely delayed (wait step for a week, re-evaluate the rule, then Send or wait longer) or the email was simply suppressed and the contact.
Program builder is more elegant with options for what to do with bounces, unsubscribes, and master exclude. If email not sent because of master exclude list, then send to program step '300 - wait and re-evaluate'; If email not sent because of hard bounce, send to program step '900 - remove from program - bounce'; etc.
Campaign Canvas allows you to route all non-sends, regardless of reason, to a step in the canvas, you would then need to use filters to sort the reason why the email was not sent. (send all to wait step, have multiple 'contact is in shared filter' steps.

Use custom object or Service request

Currently in our client's CRMOD application they are using service requests. But they are telling us to assess if Service request can be replaced bu CO2. Can anyone tell me if this replacement is recommended and if not why?

Hi !
Here's the process to create this list :
1 - New List
2 - In the *"Search In"* picklist, select *"All records I own"*
3 - Put the following search criterias : Status contains at least one value Open, Open - Escalated
4 - Choose the columns you want to display
5 - Save your list as a public list
Hope this will help, feel free to ask more !
Max

Difference between service request and service order

hi all,
What is the differnce between service request and service order? when to use what?
Thanks
Raghav

Service Order -> "You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service."
Service Request -> "You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.
Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery."
Taken from http://help.sap.com/
Rg,
Harshit

Service Requests not resolving

Good Morning TechNet Experts,
I have been having an issue with service requests and I'm one week away from deployment. Basically, I had no need for a "Review" activity, we implement service requests the same way we implement incidents. An analyst opens a ticket for customer,
once service has been applied they should resolve the service request. With incidents this is easy, you just change the incident status to resolved...
However, with Service Requests I created a new template that did not require the "Approval" activity, only the "Apply Service" activity. My Idea was when an analyst is finished with the ticket, he/she just marks the "Apply Service"
activity as completed and the service request can move to "Completed" status.
Although the activity is being marked as completed, the ticket is not changing status. Some are stuck in "In Progress" and some are stuck in "New" status (even though the activity is showing as completed....). These have been stuck for
more than 24 hours now... when this actually goes into production a week from now even 5 minutes is a long time.
What can I do to solve this? I am open to implementing a new procedure if required. Thanks in advance!

Hi,
First of all, it looks like you are having an issue with your workflows. Please restart the HealthService (Microsoft Monitoring Agent) and check if the workflows restart. Do other workflows run (e.g. notification subscriptions)?
Secondly, if you are using service requests with only one manual activity, I believe the handling is a little bit complicated for your analysts. Why don't you remove all activities completely from your SR template? The service request will then go to status
"Submitted" once created, and the analyst can use the task "Complete" to complete the SR without having to worry about activities.
HTH,
Dieter

Service Request Tempaltes in Service Plan.

There are two related questions here:
1. Has Any one used Service Request Temaplates before ? There is no standard available, so I created my own of Template
Type: D. Is there a standard template transaction type that should be used ?
2. After I create some transactions using the Service Request template, I am unable to assign it to the Service Plan Item. the Serivce Plan item only accepts Service Order temaplates and throws an error message if I manually enter the Service Request Template number. the error message reads: "The Transaction ######## does not exist" (##### --> Request Number).
Can some one shed light on these issues ?
Thanks,
Farhad.

Can you check if the Microsoft.EnterpriseManagement.HealthService.Modules.WorkflowFoundation.dll
is found on your management server (folder where service manager is installed)?
Cheers,
Anders Spælling
Senior Consultant
Blog:
Twitter: LinkedIn:
Please remember to 'Propose as answer' if you find a reply helpful

Service Request Status Configurations

Hi Experts,
I am configuring Service Requests in CRM 7.0. We have created Status Profiles and have assigned it to the Transaction Type. There is a need to have statues and sub-status (reason for status). For example: When we select In-Process as the status the sub-status should display the reason for the request being in In-process status like: Waiting customer response, analysis in process etcu2026
Is this functionality available out of the box. If so, how can we achieve it? I tried configuring this using multi-level categorization but could not find a way to link a category and statuses configured.
Any pointers on resolving this issue will be of great help.
Regards
Namita

Hi Namita,
Thats why i mentioned CRM2007
If on CRM7.0, we dont have reason maintenance but have all new Multiple Categorization concept introduced.
As PePe says, Service Request and Service Ticket are all different transactions as they have different Buss. Objects. Service Request is new thing from CRM7.0 .Earlier we had only service tickets where you can maintain the reasoning.
Depending your Project Realization mapping as decided by Solution Architech, either service req. or service tickets should be used. Now since you are using Service requests, we have to fullfill your needs there only.
If you want, you can still get the Reason dropdown in WEB UI thought development. Add BTSUBJECT in the view and do the coding to read your subject profile , subject codes and show the texts. This will be pure development but i dont see much effort as you are still doing it in BT model. I would recommand to go with categorizations only as its SAP std. suggested for Service Requests scenario. Maintaining Categorization and schema is failrly simple however i feel SAP has un-necessarily complecated it. Follow the help.sap.com categorization under CRm service. They have nice explanations. We generally maintain categorization from WEB UI only and not through SPRO.
Let me know if you stuck up on coding part as i have already done it, i may help you.
Thanks & Regards,
Suchita

TREX - CRM Service request not showing

Hi everyone,
Per our understanding, TREX is linked with the button "Find related problems" on the 'More' button available on the Header tab.
We are using service request (SRV copied to ZCAS) to create incident. Our purpose is to be able to display the other service request (ZCAS) that would have some similarities (categorization, BP,...).
To do that, we have customized the following transaction in the spro: CRM/Transactions/Setting for Service Request/Define System proposals for related transactions
It is apparently working as, when cliking on the "Find Related Problems", we do have a window appearing with some similar cases.
However, it only shows the Problem (ITPR copied to ZTPR) that have a common categorization but not the other Service request (ZCAS) even if the customizing is the same (see screenshot below) and data are available.
Is that the good understanding of the TREX purpose?
How come the other service request are not shown?
Thank you very much for your help,
Regards,
Anaïs

Hi,
You can configure the system to propose the related transactions based on certain criteria. Configuration is based on the following path:
Customizing for Customer Relationship Management under Transactions Settings for Service Requests Define System Proposals for Related Transactions .
Check your source Transaction (Service Request) and you target transaction (Problem), and flag how would you like to find the related transaction:
By similar:
- category
- Reference Objects
- Organisation Data
-Sold to party
If you also would like to find "Other Service Request", then you customizing should have:
-Source Transaction (Your Service Request),
-Target Transaction (your service Request),
In other words, make a new entry to determine "Other Service Requests" as related transactions, rather than ONLY other Problems as related transactions.
Regards,
Lyda

Service Request Information

Hi
Anyone can help me how to use service request in oracle support when i create SR.
Thanks
Asaad

Hello,
http://docs.oracle.com/cd/E25290_01/doc.60/e25224/srhome.htm#BABBHEID
Creating Service Requests
How do I create an SR?
Regards

How to get Request Offering from given Service Offering using Service Manager SDK?

Recently, I am working on application where I have to fetch all Request Offering from given Service Offering.
I can retrieve all Request Offering using following method of SM SDK :
var requestOfferings = group.Extensions.Retrieve<RequestOffering>();// group is Management Group
But I am unable to get request Offering from given Service Offering as I am new to this platform. I have searched in web but can not find solution to this problem.
It would be great if someone guide for this problem or give me any suggestion related to this problem.
Thanks in advance.

RequestOfferings are handled a little differently in the SDK, but fortunately, they're still backed by standard EnterpriseManagementObjects..it just takes a little work to get them.
There are a few ways you can go about getting a request offering's related service offerings. I'm going to show you the relationship route, but you could also use a type projection to achieve the same goal.
In your original post, you're simply retrieving _all_ request offerings..that's fine. If you wanted to retrieve a single request offering (as I do in my example) you need to find the request offering's identifier. This identifier is a pipe delimited string
of various values. The quickest way to find it, in my opinion, is to query the MT_System$RequestOffering table in the database, but you can also find it by looping through all the RequestOfferings returned by group.Extensions.Retrieve<RequestOffering>();
Anyway, for the following example to work, you only need your request offering's Identifier and your management server name. (Again, you could simply loop through all of your request offerings and retrieve the service offerings for all of them)
The comments inline with this example should guide you through the steps.
//Connect to the management group and prepare the class and relationship types that we'll need.
String strMySCSMServer = "your server";
EnterpriseManagementGroup emg = new EnterpriseManagementGroup(strMySCSMServer);
ManagementPackClass mpcRO = emg.EntityTypes.GetClass(new Guid("8FC1CD4A-B39E-2879-2BA8-B7036F9D8EE7")); //System.RequestOffering
ManagementPackRelationship relSORelatesToRO = emg.EntityTypes.GetRelationshipClass(new Guid("BE417A55-6622-0FC3-FCEA-90CD23E0FC23")); //System.ServiceOfferingRelatesToRequestOffering
//An example of an extension identifier looks like this:
//1|My.RO.MP|1.0.0.0|Offeringc921c4feujhoi8cdsjloiz352d7gf3k0|3|RequestOffering
String strRequestOfferingIdentifier = "your request offering identifier";
//Retrieve the request offering using an Extension Identifier.
ExtensionIdentifier ei = null;
ExtensionIdentifier.TryParse(strRequestOfferingIdentifier, out ei);
RequestOffering ro = emg.Extensions.Retrieve<RequestOffering>(ei);
//Using the request offering's Identifier, retrieve the enterprise management object that it represents
EnterpriseManagementObjectCriteria emocRO = new EnterpriseManagementObjectCriteria("ID = '" + ro.Identifier + "'", mpcRO);
IObjectReader<EnterpriseManagementObject> orROs = emg.EntityObjects.GetObjectReader<EnterpriseManagementObject>(emocRO, ObjectQueryOptions.Default);
//Since we queried for only a single Request Offering, the object reader should contain 0 or 1 elements.
EnterpriseManagementObject emoRO = null;
if (orROs.Count > 0)
emoRO = orROs.ElementAt(0);
else
Console.WriteLine("No Request Offering found");
//Now, using the relationship type "System.ServiceOfferingRelatesToRequestOffering", get all Service Offering's related to our request offering
IList<EnterpriseManagementRelationshipObject<EnterpriseManagementObject>> lstEMROs = emg.EntityObjects.GetRelationshipObjectsWhereTarget<EnterpriseManagementObject>(emoRO.Id, relSORelatesToRO, DerivedClassTraversalDepth.None, TraversalDepth.OneLevel, ObjectQueryOptions.Default);
//The GetRelationshipObjectsWhereTarget method returns a list of EnterpriseManagementObjectRelationships..These objects represent that relationship between two objects.
//Thus, these relationship objects have two properties of interest; TargetObject and SourceObject. In this case, service offerings are the source of this relationship type and
//so, you can access the service offering object itself by using the relationship object's SourceObject property (which is nothing more than an EnterpriseManagementObject)
foreach (EnterpriseManagementRelationshipObject<EnterpriseManagementObject> emro in lstEMROs)
//emro.SourceObject is your Service Offering object. You can use it for whatever you need from here on out. In this example, i'm just writing out the DisplayName
EnterpriseManagementObject emoServiceOffering = emro.SourceObject;
Console.WriteLine(emoServiceOffering[null, "DisplayName"].Value);
Give it a try, let me know if you have any questions :)

CRM_ORDER_MAINTAIN - Create Service Request using IT_SERVICE_OS

Hi,
I am using CRM_ORDER_MAINTAIN to create Service requests. To enter the Category (1 to 3) fields I am using the parameter IT_SERVICE_OS. But somehow it is not working. The Service request has been created but the Category is missing. The code used is given below. Please let me know where I am wrong.
    lw_subject-ref_handle   = 1.
    lw_subject-ref_handle_h = 1.
    lw_subject-katalogart = 'C'.
    lw_subject-codegruppe = 'ZSRCAT'.
    lw_subject-code       = 'LD02'.
    lw_subject-katalog_type = 'D'.
    CALL FUNCTION 'CRM_INTLAY_GET_HANDLE'
      IMPORTING
        ev_handle = lw_subject-ref_handle.
    lw_subject-mode       = gc_mode-create.
    INSERT lw_subject INTO TABLE lt_subject .
    CLEAR lw_osset.
    lw_osset-ref_handle      = 1.
    lw_osset-subject_profile = 'ZHRSERV'.
    lw_osset-profile_type    = 'A'.
    CALL FUNCTION 'CRM_SERVICE_OS_SET_DATA'
      EXPORTING
        is_srv_osset_com   = lw_osset
        iv_ref_handle      = lw_osset-ref_handle
        iv_ref_kind        = gc_object_ref_kind-orderadm_h
        it_srv_subject_com = lt_subject
      EXCEPTIONS
        error_occurred     = 1
        invalid_guid       = 2
        no_record_exist    = 3
        OTHERS             = 4.
    CALL FUNCTION 'CRM_SERVICE_OS_PUT_DATA'
      IMPORTING
        et_srv_osset_com = lt_service_os
        et_input_fields = lt_input_fields_f.
    APPEND LINES OF lt_service_os TO gt_service_os.
    INSERT LINES OF lt_input_fields_f INTO TABLE gt_input_fields.
    CALL FUNCTION 'CRM_INTLAY_CLEAR_HANDLE'.
Thanks
Vinod

Hi Vinod,
In CRM4, I use something similiar to update categories through subject code.
Something like this:
*- Subject code create
*- Get Subject profile
CLEAR: ls_input_field_names, ls_input_field.
CALL FUNCTION 'CRM_ORDER_SERVICE_H_SELECT_CB'
EXPORTING
    iv_process_type = iv_process_type
IMPORTING
    es_service_h    = ls_service_h
EXCEPTIONS
    entry_not_found = 1
    OTHERS          = 2.
*- Subject data
ls_subject-ref_handle = gv_handle.
ls_subject-katalogart = iv_katalogart.
ls_subject-codegruppe = iv_codegruppe.
ls_subject-code = iv_code.
ls_subject-mode = 'A'.
APPEND ls_subject TO lt_subject.
*- Osset data
ls_osset-ref_handle = gv_handle + 1.
ls_osset-subject = lt_subject.
ls_osset-subject_profile = ls_service_h-subject_profile.
ls_osset-profile_type = 'A'.
APPEND ls_osset TO ls_service_os-osset.
*- Service OS data
ls_service_os-ref_handle = gv_handle.
ls_service_os-ref_kind = 'A'.
APPEND ls_service_os TO gt_service_os.
*- Input fields
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.
It works for me. Check if may help you a little more.
Kind regards,
Garcia

How to create a Service request using Exchange connector in SCSM 2012

HI ,
I am able to create Incident request using exchange connector.Could you please let me know that how can i create Service request using Exchange connector 3.0.
Thanks in advance.

Hi,
Select a service request's template for new work items on the last wizard's page.
Cheers,
Marat
Site: www.scutils.com Twitter:
LinkedIn:
Graveyard:

ITSM Service Request - Assigning Categories - Using Function Module

Hi,
We are trying to create an ITSM service request ticket from ECC, based on a workflow and its logic. I am calling a remote function module which will contain the logic as explained below.
I am creating a CRM ITSM service request(incident) ticket using function module CRM_ICSS_SRVREQ_CREATE.
The ticket is created but some of the fields that I need to populate in the transaction do not have an interface in this function module. I want to specify the category 1, category 2 and category 3.
I tried function module CRM_ORDER_MAINTAIN but I am unable to find the interface where I can populate this particular data. The component used here is btcategories/categories.
Can anyone suggest where this particular data needs to be populated.
Thanks,
Abdullah

Hi Abdulla
What parameter did you set for "Reported By" and "Message Processor" in the FM CRM_ICSS_SRVREQ_CREATE. I am having a lot of problems regarding this. Can you please help?
Thanks
Saumyendra

How to use internet service request in webdynpro abap

Hi everybody,
We are planning to use ISR in our webdynpro application. It would be great help if any body can give any pointers or input on ISR(internet service Request) i.e what is its configuration and usability in eretail.
Thanks
Shweta

Hi,
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Look this link:
http://help.sap.com/saphelp_47x200/helpdata/en/98/854c2b328911d480a000c04f99fbf0/frameset.htm
Then you have to verify it and then you can use it. You can also define new theme for your service.
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Iván.

How Stateless Web services requests can be authenticated using HTTP Login

Hi All,
How Stateless Web services requests can be authenticated using HTTP Login (with Oracle CRM On Demand Single Sign On (SSO) Token in HTTP Header).
If there is any code regarding stateless Web services requests to CRMOD please send it to me that will be helpful for me.
Please help me.
Thanks,
Jaysing
Edited by: 883663 on Sep 19, 2011 12:06 AM

You cant use stateless web services when you're using SSO. It's called out in the documentation.

Customers using service requests

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