Documentation On Create Service request API

Hi, i have to create a service request thru the API........Can anybody suggest me the documentation for that.
thanks
kalyan

You can get some documentation on the create service request api from metalink. The note # is 215093.1. This gives you some real life example on how to update a service request. Hope this is helpful

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Using emails to create service requests in Service Manager 2012 R2

I have a portal form created and am able to direct the flow of service requests to the proper service request fulfillment view. I cannot see an obvious way to take in emails and create service requests, they always create incident requests. Any thoughts?

Service requests are meant to be a well defined process which is hard to achive with an email (because the sender can write anything). With that being said the
3.0 RTM exchange connector should be able to create service requests. From the documentation:
Service Manager. Exchange Connector 3.0 contains bug fixes and the initial set of features, which includes the following capabilities:
Create incidents and service requests from email.
http://codebeaver.blogspot.dk/

Not able to create service requests in E-Service

HI all,
I am unable to create service requests in the e-service scenario, after i enter all the data and press save button, it says that number is null.
There is no dump in the crm system.
I am able to create the same service request in CRM system and also can see these transactions in search list of e-service, but cant view them.
its giving an error message "An error occurred. The action that you requested could not be performed"
Regards,
Karunakar.

When i tried through DBCA it hanged...
through oradim it the posted error was appearing
I have all the privileges as i logged in as domain admin.
Oradim says it cannot create but the service has been created in services.msc but when i start the service the posted error message was appearing on the Eventlog

Problem in opening 'Find Service Request' and 'Create Service Request' HTML forms

Hi,
I am working on creating some date for EBS Service, and I am unable to open 'Find Service Request' and 'Create Service Request' HTML forms.
I keep getting the error message :
Oracle error - 20001: ORA-20001: APP-FND-02902: Multi-Org profile option is required. Please set either MO: Security Profile or MO: Operating Unit profile option. has been detected in MO_GLOBAL_INIT.
I have min knowledge of EBS set up and configuration. We just use EBS as a source system for our ETLs. Please suggest any workaround to get resolve the issue.
Thanks,
Kishore

Navigate to System Administrator responsibility > Profile > System. Search for the profile MO: Operating Unit and under responsibility field, put in the responsibility name you are using for creating the service request, click OK and enter the desired operating unit value in the next window. It pulls up all operating units defined and you can chose the desired one.
Thanks
Shree

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

Unable to Create Service Request Template in CRM

Hello,
I need to create a service request template in crm web ui,
Following are the steps followed.
I have identified the transaction type as SRQT screen shot attached below
However when I click on on the work center link groups of the service pro role, I am not able to find the same for the service request template
As per the post below it says that you need to go navigation bar profile and add the SM-SUPPORT work center and the work center link group as SM-SRQT-CR
How to customize service request templates
The error appears when I try to add the logical link id,
Because of the above error I am not able to create service request template in sap crm, please advice which logical link ID, I need to use so that the service request template can be created in the system.
Kind Regards
Atul

Hi Atul,
1. Screen shot 1 is correct
2. Screen shot 2 - You are at end of all work centers in your custom role which you might have copied from standard or Z role. If you look in standard role SERVICEPRO, navigation bar profile SRV-PRO, work center - SRV-ORD, you will find service request template
In Cases work Center in standard SERVICEPRO role you can create service request template.
Try copying this to your custom role in your required work center. It should work.
Regards,
Niraj

Create service request with inbound email linked to it

Hi,
we are on CRM 7.0 and interaction center agents need to open and read inbound emails in the agent inbox and in some cases manually create Service Requests to which the email should be linked.
Is there any standard functionality to manually create a new Service Request with the inbound email linked to it or do we have to implement it with custom coding? (we have already used ERMS to automatically create Service Requests linked to emails, but in some scenarios agents need to create manually service requests linked to mails after reading the email in the inbox)
Thanks,
laura.

Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
After your answer, I tried the same procedure with the "Service Ticket" and noticed that the email is correctly displayed as an Interaction Record under the Business Content tab for the Service Ticket: since you confirmed that this should work also for Service Request, I guess there's something wrong in my customizing settings and now I will search for errors.
Thanks for your help.
Best regards,
Laura.

How to Create Service request to notify the customer

Hi All,
Could u please tell me the which function module is used for Create Service request to (SAP-CRM) notify the customer

Hi Prajit,
I have an assignment to create customized service request, for submitting user access request by using service desk, this template which i need to create different from the Standered one, which created by SMRQ (i guess).
As far as i know from diff forum, when we submit an request order, internally system create service request for each approved item line.
My requirement to just create below request (template), so user can submit access request by using Solman service desk (service request).
Please help me.

GOS: create attachment sent by PI while creating Service Request Notificati

Hi Friends,
I am developing a custom FM which creates Service Request Notification(QMEL).
This FM will be called by PI with data using web services and gets back the results after execution of function module.
PI receives the attachments also from the other systems which should be sending to ECC to create the attachments also.
PI sends Filename, file type, file data text or binary which will be sent to FM to an internal table..
I am trying to use the internal table data to create attachments in the FM. I am stuck here.
Are there any thoughts how I should get data from PI to ECC to achieve the functionality??
I appreciate if anyone gives me an idea how to proceed?
Regards,
Satya Denduluri.

Hi,
did you try business object SOFM ( transaction SWO1 ) ? It offers a lot of methods around attachments, documents.
Regards
Dirk

GOS: create attachment sent by PI while creating Service Request

Hi Friends,
I am developing a custom FM which creates Service Request Notification(QMEL).
This FM will be called by PI with data using web services and gets back the results after execution of function module.
PI receives the attachments also from the other systems which should be sending to ECC to create the attachments also.
PI sends Filename, file type, file data text or binary which will be sent to FM to an internal table..
I am trying to use the internal table data to create attachments in the FM. I am stuck here.
Are there any thoughts how I should get data from PI to ECC to achieve the functionality??
I appreciate if anyone gives me an idea how to proceed?
Regards,
Satya Denduluri.
GOS: create attachment sent by PI while creating Service Request

Hi,
did you try business object SOFM ( transaction SWO1 ) ? It offers a lot of methods around attachments, documents.
Regards
Dirk

How to create Service Requests(SR's) from customer/user mails.

Looking for "how to enable the feature of creating Service Requests (SR's) in tele Service Module based on the information
in E-mail coming from Customers/users" in 11.5.10.2 E-Business Suite.
Any reference notes/pointers is appreciated.

I think you should have to setup email center..
Just go through the implementation guide...to get some idea about it..
Thanks

Create Service Request to open for the incident number we pass

I want to call open Service Request form(Form:CSXSRISR) with details of incident number already loaded.
I am trying to pass parameters like request_id, p_incident_id ,... When the form opens it says no such parameter is there. Is there any way to open a create service request form with the service request loaded for the incident number we pass

Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
After your answer, I tried the same procedure with the "Service Ticket" and noticed that the email is correctly displayed as an Interaction Record under the Business Content tab for the Service Ticket: since you confirmed that this should work also for Service Request, I guess there's something wrong in my customizing settings and now I will search for errors.
Thanks for your help.
Best regards,
Laura.

ISupport - Create Service Request HTML form

Hello,
Is there a way to view the query executed by the Create Service Request html form? I need to view the query executed to fetch the Contact Information when creating a Service Request.
TIA

You get the sql trace by using the following steps
Login to the application Now switch to the System Administrator Responsibility
1. Navigate to - Profile - System
2. On the "Find System Profile Values" form, make sure the checkboxes for "User" and "Profiles with no Values" are checked
3. Beside the "User" checkbox, use the LOV to select the user whose activity you need to trace
4. In the "Profile" field, enter the following profile and click the <Find> button:
'Initialization SQL Statement - Custom'
5. In the "System Profile Values" form, enter the following in the User Field: (This is one line and all single quotes)
begin fnd_ctl.fnd_sess_ctl('','','TRUE','TRUE','LOG','ALTER SESSION SET EVENTS=''10046 TRACE NAME CONTEXT FOREVER, LEVEL 12'' tracefile_identifier=''OracleSupport'''); end;
6. DO NOT SAVE THE PROFILE YET
7. In another browser window, login as the user you are going to trace and prepare to reproduce the problem
8. Once you are ready to reproduce the problem, go back to the Applications Forms and Save the profile change
9. Reproduce the problem
10. Back in the Applications form, set profile to null so it does not trace anymore and Save the change
11. The trace will be located in the user_dump_dest. To find location run the following in SQL*Plus:
select value from v$parameter where name = 'user_dump_dest';
12. The trace file will have current date/time and can be identified with the word OracleSupport in it.

R12 KB remove 'Create Service Request' Button for Guest user

We are running Oracle eBusiness 12.1.3
Whenever someone is not logged in and visits our KB they are of course logged in as GUEST.
Currently when viewing a KB solution there is a button that says Create Service Request.
We are looking to remove/hide that button from this page, what is the profile option to do this?
Thank you

Have you tried to use personalization? -- https://forums.oracle.com/forums/search.jspa?threadID=&q=Personalization+AND+Hide+AND+button&objID=c3&dateRange=all&userID=&numResults=15&rankBy=10001
Thanks,
Hussein

Create Service Request with Category Level4

Hi,
I am trying to create service request from Legacy system by calling SSC_SR_CREATE.
I am not sure on how to fill in the category level 4 data in IT_SERVICE_OS.
I have tried passing following fields in this structure.
SUBJECT_PROFILE
ASP_ID
CAT_ID
KATALOG_TYPE
Service request gets created successfully however on UI I cannot see category data filled at all.
Plz Help!!!

Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
After your answer, I tried the same procedure with the "Service Ticket" and noticed that the email is correctly displayed as an Interaction Record under the Business Content tab for the Service Ticket: since you confirmed that this should work also for Service Request, I guess there's something wrong in my customizing settings and now I will search for errors.
Thanks for your help.
Best regards,
Laura.

Documentation On Create Service request API

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