Escalate Button in Service Ticket

Hi All,
Can anyone please let me know the how does the escalate button of service ticket works in IC webclient.
What customizings are required?
I have created rules and actions in the rule modeler using context Order.Released the rules.But still on clicking the Escalate buton it says "No rules found for automatic routing".
Kindly Help.
Regards,
Shalini Chauhan

Shalini
I am writing to this post even though it has been closed with the hope that you might get the message.
Can you please share the answer to the question you had posted 'Escalate button in service ticket'. I too am trying to figure out how to do it.
Thanks
Sunita

Similar Messages

Escalation in Service Ticket

Hi guru,
what is "escalation" in Service Ticket?
As you implement?
Thanks a lot.
Virginia

Hi,
I haven't tested it , but escalation in Service Ticket will be similar to any other escalation(like complaint escalation) where we can change the employee responsible as well as responsible group based on certain pre-defined rules and set of conditions.
The rules and conditions are defined by IC managener in Rule Modeler and when we click on escalate, if the service ticket satisfies the conditions defined in the rule, then the responsible employee and responsible group field is changed according to the rule.
This scenario can be used when a call center agent doesn;t know what to do with the service ticket and simply escalate it so that it is assigned to proper group and employee based on the service ticket data.
Hope it helps!
Regards,
Rohit

Service Ticket : Create Follow-Up Transaction

Hi everybody,
I'm facing a problem in creating a follow up transaction in Interaction Center Web UI.
I'm working with Service Tickets, I made the customizing for the copy control to Service Order, and I'm able to create follow-up transaction from SAP GUI. But on IC Web UI , when I click on Create Follow-Up button on Service Ticket's view , I get an info message that tells me the operation has been created, that's non true!
Please help, thanks in advance,
Paolo F.C.

Hi Sreekanth,
thank you very much for your reply!
I'm still not able to produce the follow up Service Order from Service Tiket, I don't see it in the Business Context.
But you helped me anyway, because there I saw the Interaction Record , I tried to create a follow up Service
Order from it, and it works!
So probably I made some mistake in customizing, I'll try to compare the copy control of Interaction Record
the one for Service Tiket to underdstand.
So the question is not answered yet, but I'll give you some points 'cause you helped me!
Greetings,
Paolo F.C.

In Service Tickets-Adding Buttons-transaction-launcher

Hi
i need two information's..
1.how to add buttons in the service tickets after Escalate and save button.
2.I have to retrieve the value of some fields in the categorization schema based on the service ticket organization..
its urgent for me.
i want to trigger some other transaction launcher when we press on button
Edited by: Ram Pushpala on Jul 17, 2008 1:15 PM

got solved

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

Routing Service tickets using Rule Modeler

Hi experts,
We plan to use Rule Modeler for routing Service tickets created in Interaction center.
But, I am not aware of how it can be done. Could you let me know how this can be done?
Thanks & Regards,
Raj

Hi Raj
There is an "Escalate" button on the Service ticket. If you are planning to use that then heres how to configure routing using rules policy:
Business Role: IC_Manager
1. Open search in the rule modeler, select the context ID ORDER and start the search.
2. Select the policy DEFAULT and configure it to meet your business requirements by creating rules and assigning relevant conditions and actions.
To create your own policy.
IMG > Customer Relationship Management --> E-Mail Response Management System --> Service Manager --> Define Service Manager Profiles.
To forward to an organization, use the object type "O".
I hope this helps
Regards
Rupesh

Escalate button

Hello,
could s.o. tell me what happens, when i click the escalate button in the service order overview?
i would be very thankful for your help
best regards
taner

ups! Sorry I have already asked you that question.
Hi Taner,
I am using SAP CRM 7.0! Can you please give me a hint where to find the escalate button in the service order? What is the name of the component? I am not able to see the button!
Best Regards
Oliver
Edited by: Oliver Schultze on Dec 15, 2010 11:36 AM
Answer:
As of 7.0, there is a new transaction called Service Request which replaces the Service Ticket transaction. There is situated now the 'Dispatch' Functionality.
Thread Closed!
Edited by: Oliver Schultze on Dec 15, 2010 6:30 PM

IC WebClient_Field Classification in service ticket

Hello,
We're implementing CRM 4.0 with the "Interaction Center WebClient" (SAP Portal) and the transaction "service ticket" (we use for transaction type TSRV as a basis, and copied it in ZSRV). In the portal header data of our "service ticket", there is a field "Classification", which we would like to customize with values.
=> Problem: we cannot find any corresponding entry in the CRM IMG Customizing for this filed "Classification".
Does someone have an idea?
Thanks a lot,
Regards,
Nad

Hi
for classigication fileds you need to use category modler pcui based application from transaction code crmc_pcuitools and select
CRMM_ERM_CAT as option and click on executre button
then you will find the pcui based category modler view select new button and define the new schema there by selecting the node and subnodes in it assign the codes from subject profile for each label define labels for each node assignthe subject profile under the application area of schema and select the future date and time to activate the schema and release the schema set time 10 min future date andtime and go back to crm_ic transaction open the service ticket transaction u will see the dropdown values at 4 levels appear there
please do reward points if helpful
regards
Vikas

Update custom value in service ticket page ICWC through BOL

Hi
I want to add a new custom field "Product" in service ticket as a dropdown and update this value in the service ticket when save button is entered.
From GENIL_BOL_BROWSER,I can naviagte from BTOrderHeader
and with related entities links I can reach BTHEADERITEMSEXT,BTORDERITEMALL,BTADMINI and find the ORDERED_PROD which is the attribute I need to populate.
how I go about creating context ,Context node and populate this value when service ticket is saved in the database?
thanks
John

You should understand first the CREATE_CONTEXT_NODE Method of the Context Node Class and the ON_BEW_FOCUS Method of the Individual Contect Node Class . If you look into these method they you can make out what is the Current BOL entity each of the Context Node is pointing too . This will help you to make a decision that
Option 1 -> Shall I extend a Current Context Node Class to add a New Attribute ORDERED_PROD
OR
Option 2 --> Should create a new Context Node
Both can be done using the Wizard in BSP_WD_WORKBENCH . Browse to the View , then Context Node . Option 1 , Right Click on 'Context Node' and 'Create' .Option 2 , go to the particular 'Context Node' , 'Attributes' and 'Create'
In most case , even if the Context Node doesn't point to the BOL Entity you are looking for i.e BTAdminI , then in the GET_XXXX and SET_XXXX method of the
Context Node Class , you can do some manual coding (BOL Programming ) to browse to the right BOl Entity to set/get the Value.
Let me know if this helps.

How to Clone Service Ticket in BSP

Hi, all my friends:
I want to add one button called 'CLONE' in the view SrvTHead.
when user click on it. copy the current Service Ticket (Case#) to create new Serivce Ticket.
How to copy all BOL objects from original to new Service Ticket.
Thanks,
Zhang

Hi Daniel,
I do not think that oneorder copy is available via BOL. But SAPSDN77 is right about a PPF action: SAP delivers a standard COPY_DOCUMENT action, that you could either customize to appear in your action menu, or even invoke programmatically from a custom button, handled in DO_HANDLE_EVENT method of your view/component controller.
To illustrate the second option, I have pasted necessary logic into a simple SE38 report, attached below (2 parts); you may need to remove COMMIT WORK statement when reusing this sample code, because Interaction Center framework already takes care of commit.
I hope this helps you.
Kind regards
Walter
REPORT zu01_clone_oneorder.
INCLUDE crm_object_kinds_con.
PARAMETERS:
pa_guid             TYPE        crmt_object_guid DEFAULT 'DF53056D081A97F1A8B2001422B138BE'.
DATA:
lv_order_guid       TYPE        crmt_object_guid,
lr_appl_object      TYPE REF TO object,
lv_application_log TYPE        balloghndl,
lr_container        TYPE REF TO cl_swj_ppf_container,
lr_action           TYPE REF TO cl_action_execute,
lv_new_header_guid TYPE        crmt_object_guid,
lt_objects_to_save TYPE        crmt_object_guid_tab.
lv_order_guid = pa_guid.
TRY.
set source order
    CLASS ca_doc_crm_order DEFINITION LOAD.
    lr_appl_object ?= ca_doc_crm_order=>agent->create_persistent(
                        i_crm_obj_guid = lv_order_guid
                        i_crm_obj_kind = gc_object_kind-orderadm_h ).
    IF lr_appl_object IS NOT BOUND.
      WRITE: 'could not find source order'.
    ELSE.
    set target process type: could be obtained from source order
      CREATE OBJECT lr_container.
      lr_container->set_value( element_name = 'PROCESS_TYPE'
                               data         = 'ZKF5'        ).

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

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 Vieew-Need Urgent

Hi All
I need small info
-->how to categorisation externa, attiibute structre values to SERVICE TICKET view..
--->can we add fileds to categorisatoion schema bu USING EEWB.?
i tried this but iam getting the error like
wizard cannot read values form atributes ,,wheni gave dataelement for field..but if we add with out data element it is ok.

Hi,
A adding the four fields as
1. laucntransaction1
2.launchtransaction inherited
3.launch transaction 2
4.launchtransaction2 inherited top CRMCMP_MC_ATT
You mean you are adding these four fields in the Service ticket view instead the standard category 1..4 ?
These fields can be changed in the SRTVHEAD view .HTM code. (workbench)
however the flow of data for these four fields comes from category modeler created for service ticket.This service ticket has codes( catalog,code gourp code) which will store the values
B.go to view service ticket and add buttons ICCMP_BTSHEAD
getting the values form categorization schema based on the service ticket categorization
so put that transactions as buttons and trigger that transaction when we click on it.
I am unable to understand this part ? Plz elaborate
Also let me know the requirement scenario...
Regards
Raj
Edited by: Shankar Raj on Jul 21, 2008 12:54 PM

Inbox Search:Locking Service Ticket Categories,Priority & Status for update

Hello Gurus,
If I create a Service Ticket and save it, I get the transaction number and then can search for the Service Ticket using either the Interaction History or the Inbox.
If I search using the Interaction History, I get taken to the Interaction Record which I am ok with (would be better if it took me straight back to the Service Ticket though), but can navigate to the Service Ticket where I can update the Categories, Priority and Status.
If I search using the Inbox, I go straight back to the Service Ticket and the Categories, Priority and Status are Greyed out and I cannot update the Service Ticket. This for me is a problem as the Agents will need to update the Categories as well as the Priority and Status.
Please would somebody assist me with this.
Thanks in advance,
Alan

Hi Allen,
Now there could be only two reasons
1. check for the bsp_wd_workbench transaction, launch crm_is and go to the viewset SRVTHEAD
open the code SrvTHead.htm and check for the
"change button = true" (it may not be exactly this as i'm not on system rgt now .
2. Check for the role authorization , i think the user you are logging from does not have the create and change authorization for the service ticket .This can be rectified by the basis person just ask him to provide you with the concern role for the business transactions you would require .
I'm sure this will resolve you issue.
Regards
Raj

Service Tickets

Hi Guys,
I am new CRM V1.2007.
Can anyone tell me about Service tickets. When I am trying to create service ticket with ID IC_AGENT_SRV, it's taking the BP IC Service order.
I think Service ticket as another transaction type similar to Service order. Please let me know, how to assign the service ticket transaction type to the service ticket work center in WEB UI, When I log in as an Service Agent.
Thanks,
Sharath.

Hello Sarath,
You are correct in that the Service Order and the Service ticket are very similar. Technically the use the same uderlying BOR object (BUS2000116) but use different transaction types -- TSVO for the IC Service Order and TSRV for the IC Service Ticket. For an explanation of the major differences between the two please see my blog: [here|/people/john.burton/blog/2008/11/10/crm-service-in-the-interaction-center-case-management-complaint-management-service-ticketorder-management].
You can control which one is defaulted in the IMG configuration activity "Define Business Transaction Profiles" in the folder "Dependent Business Transactions". Make an entry for TSRV and ensure the radio button is checked for Service.
Best regards,
John

Escalate Button in Service Ticket

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