Delete Service tickets

Hi All,
I want to delete Service ticket . So I am using the FM CRM_ORDER_DELETE. But it gives me an error "Atlest one entry could not be found in the object buffer". Is there any other way I can delete a service ticket? Please help.
Regards,
Jeetu

If memory serves me correctly you can not delete a service ticket, but you can archive it, which is the same thing.
I think SAP enforce the removal of these tickets via the archive because when setting up the archive you have to think about what you're doing and create some kind of rationale/checks to be performed before they are archived.
Jason

Similar Messages

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

Is there any to recover CRM service ticket from BDOCs

Dear SDN team,
Some service tickets were deleted from our CRM system when I was re-processing BUS_TRANS_MSG type of BDOCs. Right now these BDOCs are kept in our CRM system in "Not Final" / "Intermediate State". The BDoc State Description is "After qRFC step(intermediate state)".
Is there any way to recover these deleted service tickets from BDOCs ?
Thanks,
Shirley
Edited by: shirley ren on Sep 4, 2010 5:07 PM

Hi,
Can you let me know how the Service Tickets got deleted when you reprocessed the BDOCs? Did you deleted those BDOC's? I created a Sales Order in my system and tried reproducing the same scenario. But, Re-Processing wasn't deleting the Sales Orders. You can still navigate to the Service Tickets by double clicking on them and then you can see them in the Classic and Bdoc Ext. data.
I will also try to replicate the scenario. But let me know if you come across any more details. Also, any one order document should not be deleted from the system. It should be archived and then can be deleted after a long time. So, you can also check out with the basis consultant as to get these archiving strategy. Then you can retrieved these lost documents.
Hope this helps.
Thanks,
Samantak.

Auto-open 'Completed' Service ticket based on tracking text in email...

When sending out e-mails we embed a so called tracking number into the end of the e-mail text saying something like:
DO NOT DELETE ***
Ticket No. [[1234567]]
DO NOT DELETE ***
This is pretty common, I believe, and how this is achieved is documented in a number of places.
However, if a client responds to an old email containing a tracking number then the e-mail is attached to a 'Completed' service ticket, but the agent responsible will not be aware of this as it might not show in their Inbox.
An agent regularly tracks new e-mails so will pick up on this, but then has to re-open the service ticket before the agent responsible (ususally another agent) can see it and respond.
What I would like to achieve is to automatically have ERMS re-open the service ticket that the new e-mail is assigned to. In this way the agent responsible will be notified immediately and there is no manual intervention required, as such.
Has anyone done anything like this before?.
With regards
Gary King
Edited by: Gary King on Nov 17, 2009 5:03 PM

Hi Gary,
We have done something very similar to this. Here is how we achieved it:
1. Create your own class using the standard Action Handling classes as a guide (you can find these in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Service). You need to use Interface IF_CRM_ERMS_SERVICE.
You can retreive the Service Ticket number from the Fact Base as follows:
service_manager->factbase->get_by_xpath( '/parts/context/stkt/number/text()' )
You then just need to get the guid and run the following two function modules to update the status of the Service Ticket and save:
CRM_STATUS_CHANGE_EXTERN_OW
CRM_STATUS_SAVE_OW
2. In SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Services create your own custom Service with Service Type Action Handling and reference the Class you created.
3. in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Repository under Context ERMS add a new Action and enter the Action Service ID created previously.
4. Amend your default ERMS rule policy in the Rule Modeller, and add a new rule with the new Action based on any conditions you want to use.
5. Before testing first run program CRM_ERMS_REGEN_RULES to regenerate your rule policy (you need to do this if the repository is changed)
Hope this helps,
Sam

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

Automation of service ticket creation using RFC

Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
Approach:
The workflow will have a method(custom enhancement) that updates a custom table in ECC.
We(CRM) have to develop a RFC function module to read the data from ECC and update it in the custom table of CRM.
we have to create a program to loop the data from custom table and create a service order/ticket by using a function module.
As of now the process looked good.
1. But we don't see any link between the record in the custom table and service ticket generated. we cannot compare the service ticket and from which record it generated?
2. After using RFC we read the data into CRM custom table. How do we compare both the tables and delete the ECC table as soon as the CRM tables is updated?
3. when the service ticket failed to generate we should update the field in the custom table (CRM), the number of failures
Please help me .....Suggest me if there are any other approaches?

For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
For question #2, John Burton wrote an article in CRM expert a few years back that explains this concept well. The email coming into the agent inbox doesn't create the ticket until processed but his article explains how it can and give and auto repsonse to the sender with the ticket number attached.

Undo link between service ticket

Dear experts,
By using CRM 5.0 and IC WebClient, one of our user managed to create a link between 2 service tickets in the production system. What is the procedure to delete this link?
Thanks in advance
Stephanie

Hi Stephanie,
Could you send me by mail the report you did to delete the link with the FM CRM_DOC_FLOW_UPDATE_DU to mail [email protected]
Thanks a lot,
TPT

Service tickets - User and system status

Hi guys
This is the scenario, there was a complaint raised by our resolver groups saying that they were unable to open any service tickets logged through to them from our Contact Centre Agents. All this happened in a space of 5 hours only
Under the Header Overview of these service tickets, when I view the changes to this document, i saw that every service ticket that was logged user status shows CLOSED and system status shows COMPLETED
Please advise what could have caused this?
Ravi

Hi Arden
Went through a few of those cases and picked up this
The last system status entered shows TO BE DISTRIBUTED - by the Interaction Agent user
Responsible Group deleted - and new value shows the new responsible group
But the time frame bewteen the old value and new value is what concerns me. Theres a gap of about 45 minutes on average from the time the case is logged "open" till the time the case is "in process" by the resolver
But as per the resolver groups, they could not access these cases once they were logged. So it seems these cases were all "locked" basically and could only be access minutes later
Ravi

Service Ticket and "End" Button

Hi all,
I have the situation in which the agent makes a mistake (unintentionally) creates a follow-up activity (Service Ticket). . This Srv Tckt is created as the agent clicks u201CEndu201D and will always be in the activity and it cannot be deleted.
Any idea?
Regards,
Carol

Hello Carol,
In CRM 2006s and CRM 2007 you can use a new configuration option that provides a popup dialog box at end contact showing all items from the activity clipboard. You can then select and remove any items that you don't wave linked (saved to) the interaction record.
In CRM 2006s and CRM 2007 you also have a new button called "cancel" inside the business transactions that allows you to cancel a newly created (but not yet saved) transaction. (After the transaction has been saved the cancel button will revert any saved changes, but does not delete the existing document).
In CRM 2005 and below, the only (default) option is to give a new status to accidentally created orders such as "inavlid", "to be archived", "accidentally created" or so on.
Warm regards,
John

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Interaction records,Service tickets,Follow-up activities

hi all!
I need objects (FM, BDocs...Etc...) that related to interaction records, service tickets, follow-up activities of the business partners.
can anybody help me out.
regards
sachin

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Service Order as follow up document for Service Ticket

Hi,
we are using CRM 2005 and the IC-Webclient for the service callcenter.
Is it somehow possible to create a service order as follow up document out of a service ticket in IC-Webclient?
Thanks a lot.
Best regards
Manfred

Hi,
The Service Ticket itself is Service Order. The difference between them is that the Service Ticket does not have Item Category which is present in the Service Order.
Between your transaction code maintian the copy controls.
Hope it helps.
Regards,
Rajiv

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 Vispute

Thanks Bhanu,
I solved my problem with your answer.
Thanks,
Praveen

Error while creating service tickets

Hi all,
we are facing the followin error when we try to create a service ticket in WEB UI.
Version CRM 7 with EhP1 installed.
Please find the error details
Context initialization failed in view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Initialization of view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER failed
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Cannot display view ICCMP_BTPARTNER/PartnerView of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Initialization of view ICCMP_BTPARTNER/PartnerView of UI Component ICCMP_BTPARTNER failed
An exception has occurred Exception Class CX_BSP_WD_RUNTIME_ERROR - View ICCMP_BTPARTNER/PartnerTable in component ICCMP_BTPARTNER could not be bound
Method: CL_BSP_WD_VIEW_CONTROLLER=>BIND_VIEW
Source Text Row: 165
Cannot display view ICCMP_BTPARTNER/PartnerViewSet of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_BSP_WD_RUNTIME_ERROR - View ICCMP_BTPARTNER/PartnerTable in component ICCMP_BTPARTNER could not be bound
Method: CL_BSP_WD_VIEW_CONTROLLER=>BIND_VIEW
Source Text Row: 165
Worker session error in session initialization (SAM_QUEUE NOT SET )
No categorization schema assigned to application
I am using IE 7 version. The CRM application is installed in Windows SQL server 2008.
I have checked and the acitivated all the required service in SICF. The services are running.
Please guide me through about how to solve this issue.
regards,
Chandru

Hi Chandru,
Check if the following [thread1|No categorization schema assigned to application area (SERVICE_ORDER.....)] [thread2|No Categorization Schema assigned to application Area] helps you.
Regards,
Saumya

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
Sathya

Hi,
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

Delete Service tickets

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