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
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Shaik ChandHi Chand,
pls check this below link ..
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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
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Edited by: Caíque Escaler on Jun 23, 2010 8:34 PM -
Automatic Routing in the Service Ticket
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what's "automatic routing"?
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You need to pre-configure some rules based on which you route service tickets.Login with IC manager role in CRM 2007.There you go to Process Modeling->Rule Polciy->Create rules.
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Please find the error details
Context initialization failed in view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER
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Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
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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
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I am using IE 7 version. The CRM application is installed in Windows SQL server 2008.
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An error occurred in system EDIES during account assignment
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No controlling type could be determined (Notification E IAOM 012)
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SathyaHi,
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
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==> 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.
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Venkat -
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If you can get it to run through the ERMS process then yes it is possible.
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Auto-open 'Completed' Service ticket based on tracking text in email...
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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
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Edited by: Gary King on Nov 17, 2009 5:03 PMHi 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)
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Sam -
Service Ticket Search based on Notes
Hi All,
We have a requirement in CRM for searching the service tickets based on the notes(additional notes) added to the order(say Service Tickets).
Is there any class/method existing in the current system or how do we handle it?
Please suggest your valuable inputs.
Any experience on this using TREX search will be highly appreciable.
Thanks,
Mohan.Hello Mohan,
My experience is that unless you are using the new Enterprise Search feature in CRM 7.0, you will need to create a new BADI definition for CRM_SAF_KB. But with CRM 7.0, you can simply use Enterprise Search to search against all CRM objects including service tickets.
Best regards,
John -
On Workflow completion in ECC create Service ticket in CRM
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Our client requirement is to create service ticket in CRM on completion of work flow in R3 system.
Can anyone please advice me how to achieve the above requirement.
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Kind Regards,
Veined.Hello,
You may try to call an RFC FM in CRM from ECC as the last step in your WF.
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Sharif. -
Displaying a bespoke form based on service ticket categorisation
Hi gurus,
I have a question relating to custon IC forms.
We have a requierement whereby the system must present to the IC user a form for data collection immediatley after the user has categorised a service ticket.
After the user has selected the various categories for a service ticket, the system must display a form (either via a popup or in a view embedded in to the main IC window) which the user would then use to capture data relating to that particular call classification.
e.g. if classification = Complaint > Third-Party > DHL, the system must display the form dhlComplaint.html to capture dhl specific data etc.
Questions:
1) would it be possible (techincally) to do this using a popup.
2) If so, how?
2) If not what other options are there?
We are using CRM 4.0.
any useful feedback would be greatly appreciated.
SergioHello Sergio,
I've never used pop-up's in IC webclient. I don't like them very much because sometimes they can give you some problems.
For example: they can be blocked with pop-up blockers programs or if you fill one form in a pop-up windows and close it, you don't have the possibility to go back and correct your data... or because they're sometimes really annoying
But that's is just my opinion. If you consider to create a new view to embed it in the service ticket viewset, consider this guidelines:
1. I would build the new fields to store your form information in order client extension table using EEWB (table CRMD_CUSTOMER_H if header data - CRMD_CUSTOMER_I if item data). This will also make the fields available in the BOL model, and will alllow you to manipulate this values in memory, instead of direct reading/writing to database tables.
2. I would build a new view to handle your form.
3. I would change the Service ticket main view from runtime repository, to recognize your new view.
4. I would create a new navigational link, from view srvthead.htm (the service ticket view with categorization) to your new view.
5. Then, I would create an automatic navigation to the link created in step 4, in srvthead.htm view. This could be launched in the moment the user selects the last level of categorization, or in other moment that you think the form should appear...
Wishes of good luck.
Regards,
Bruno
Edited by: Bruno Garcia on May 25, 2008 11:10 PM
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