Expand Service Request without drilldown

Hi Everyone
I am working On Siebel Open UI
I have a Service Request Screen With all the details displaying on Drill down .
Now I need it when I click on the SR it should display all the details below in the same page without navigating to any other screen

This used to happen a lot in 2010.
One workaround I found was to export the management pack that contains your template. Then edit the XML to hardcode each template into a Pending state initially. That seems to stop the problem.

Similar Messages

Create a service request with the Account confirmed filled out

Hi all, I'm working on an IC scenario where we have to create a Service Request based on: functional location and customer.
This is the process steps:
1) search for the functional location (FL) and confirm it
2) confirm the account of the FL (we have a list of account related to the FL, partner function)
3) create a service request referring to the FL and the Account confirmed in the prev-step
My need is to find an automatic way to replicate the FL and the Account prev-confirmed directly into the Service Request, without repeat the search.
Any suggestions?

Hi Anubhav, thanks for your replay. Your idea is good, but unfortunately our process is a little different. We have to manage with the FL, that is the central item of the Service Request, and with one of the several partner function of the FL.
So, first, the Agent has to search the FL and then confirm the right Account between the FL's partner (each time we have to create a service request, the Customer could be one of the FL's partner function). Now, I'm investigating if with a Badi, I can transfer the FL confirmed with the Account Identification, directly into the Service Request.
Interaction Center WebClient->Business Transaction->Service Ticket->BADI: Product Assignment for creation of Service Items
Thanks.
BR,
Andrea.

SLA for service request\service order without create a service contract

Hello Experts,
We are using CRM 7
Is there a possibility to determine SLA for service request\service order without create a service contract?
We have defined:
1. Trasaction Code: CRMD_SERV_SLA- Response Profile / Response Times
2. In Customizing we have defined our date profile with the relevant duration
3. In Customizing for transaction types we defined SLA Prof. Det. Proc= IT000001
4. we assign the Service Profile and Response Profile to BP (from "service levels" block) .
Everthing seems ok but the SLA time is not determined automatically.
Hope you can help me out.
Thanks,
Tal

Hi Tal Tal
Your steps are correct and i hope you did these too
a) In the SLA determination procedure ,you have defined the access sequence for service product item or org
b) If service product item ,take any service product for ex INVESTIGATION assign the two Service and response profile in the service tab
c) if org the above two profiles can be assigned to org attributes.
d) In my opinion the date profile you should have assigned it to item category as I think the SLA date calculation is done at the item level
e) You should assign the SLA det prof to the transaction type in the service process business category - customizing header.
f) when you create a transaction type sla dates will be determined as follows
    a) you have to enter service product entered in the item ,then dates will be visible,and also if your access sequence is based on service product,the respons profile and service profile will be determined.
    b) if you have given indicators as all these three "category,priority,codes' in your response profile, then you have to enter all three and then hit enter
   c) After hitting enter,the response profile determined above,will use the above 3 inputs of category,priority etc and determine the duration times ,which should be maintained in your date profile.hence the durations determined will be used in the dates calculation.
Let me know if you have any other questions.

Inbound Service Interface without Input Request Message

Is it possible to create an Inbound Service Interface without Input Request Message? We are trying to create a web service to get all records from a database table hence no input parameter is needed. We have tried in both XI 7.0 and PI 7.1 but couldn't do it. Is this scenario not supported by ESR or am I missing something? Any hint will be appreciated.
Regards,
Jiannan

In the scenario I described in my initial post the table structure is only needed in the response message to receive the data.
For a web service generated from a RFC function module using the service creation wizard (SE80) a table parameter is automatically included in the request message. I can understand this as the wizard can not figure out if the table parameter is needed in the request message or not.
I have tried to use the service creation wizard to generate a web service from the function module RFCPING that has no input or output parameters. As shown in below WSDL segment the WSDL does allow not having any input or output parameters.
- <wsdl:types>
- <xsd:schema attributeFormDefault="qualified" targetNamespace="urn:sap-com:document:sap:soap:functions:mc-style">
- <xsd:element name="Rfcping">
- <xsd:complexType>
<xsd:sequence />
</xsd:complexType>
</xsd:element>
- <xsd:element name="RfcpingResponse">
- <xsd:complexType>
<xsd:sequence />
</xsd:complexType>
</xsd:element>
</xsd:schema>
</wsdl:types>
- <wsdl:message name="Rfcping">
<wsdl:part name="parameters" element="tns:Rfcping" />
</wsdl:message>
- <wsdl:message name="RfcpingResponse">
<wsdl:part name="parameter" element="tns:RfcpingResponse" />
</wsdl:message>
Thanks,
Jiannan

Drilldown on Service Request Charts

Hi guys,
Need help.
On the vanilla chart on the Service Request home page. If you click on one of the segments, it drill's down to a list of the SR's within that segment.
However when i create such as pie chart, the pie-chart cannot be drilled down.
I read some stuff about actions link and setting a custom data type with 2 different options
@[html]"<span onClick=\"javascript:LinkOccam (this, ''service'');\">"@"</span>"
or
"http://"@[html]"<a target=_top href=https://secure.crmondemand.com/OnDemand/user/ServiceDetail?OMTHD=ServiceDetailNav&OMTGT=ServiceDetailForm&OpptyDetailForm.Id="@">"@"</a>"
but nothing is working.
any advice?

Min,
Have you gone into the properties of the Chart view and set the interaction type to Drill?
The option is on the Navigate tab under the Additional Charting Options button.
Mike

Service request being created in CRM WEB IC

When an user creates an Interaction Record and then viewed any service request from the view Last five interactions from webIC the system is automatically creating an additional service Request.
Steps we follow
1. Open the Interction centre
2. Search (preferable who has previous service requests created)
3. Confirm employee.
4. SC interaction record screen is displayed
5. Bottom of the page, you see interaction history
6. Click on any of the service requests
7. Service request would be displayed
8. Go back using breadcrumbs
---> Problem, in activity clipboard of SC interaction, you would noticean employee request created.
Can any one help with a solution for this on an urgent basis, the business is being affected very seriously and SAP says they can't help
Note: Maximum points would be rewarded
Regards
Ravi

Yes,
The steps you mentioned are correct
1) Account Indentification
2) Interaction Record created and displayed
3) Select Service request from the Last 5 interactions from bottom on page
4) Selected one of the Service request
5) In Breadcrumbs dropdown I see
1) Employee(Service) Request(XXXXXXX) --- the one I selected from Interaction history and being displayed
2) Interaction Record (XXXX)*
3) Interaction Record (XXXX)*
4) Identify Employee
I click on breadcrumbs to go back or I press END without pressing SAVE
NEXT
Open the Interaction Record by searching for the same from INBOX
The NEW Employee Request (Service request) created is there
If I use breadcrumbs to go back and repeat steps 1--3 (account Identification to select Service request), it does not create one, it is for only the first time the additional request is created.
I hope I am clear....
Regards
Ravi
Edited by: Ravi Kakkereni on May 30, 2008 10:19 AM

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

SRVR(Service Request) and SRVO(Service Order) are not appearing in IC_Agent

Dear friends,
We are planning to implement Service Requests and Service Orders in CRM 7.0 Interaction Center
The Service Transactions(Service Order/Service Request) are available in 'Service Professional' business role but not available in 'IC_AGENT' role.
The things i have observed
1. Without the channel the Transaction Type was not appearing in SAP GUI (CRMD_ORDER)
2. Even after maintaining the Channels the BUS2000223 (Service Request) did not appear in CRMD_ORDER but the SRVO- Service Order transaction type appeared.(BUS2000116 Service Process)
3. Have maintained the SRVO and SRVR transaction types as dependent transaction types in the 'Business Transaction Profile'; still when clieck on the Service Request or Service Order create I am getting the below error
'No transaction type is available for creating a transaction'
Below is the diagnosis
Diagnosis
No transaction type is available when creating a transaction. This can be due to the following reasons:
No transaction type is available according to Customizing
The user has no authorization for the transaction type
System Response
It is not possible to create the transaction.
Procedure
Make sure that:
The transaction type is set up in Customizing
The user has authorization for the transaction type
Can you please guide me where the actual issue is
Regards
Raj

Hi Raj,
As per your quarries and requirement please go through the link, it will help you in understandable way
http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C35_CRM701_BB_ConfigGuide_EN_XX.doc
Please reward points,
Cheers,
Sunil

How do I add a Voter to a Review Activity on a Service Request from an AD User Query on the Request Offering?

I have the query set-up and it works fine, but I cannot map it to anything, I suppose because it is an object and not a simple string. I think I get the option to Map it to related items or configuration items in the Query itself maybe, I seem to remember
seeing that, but I can not map it to anywhere on the Service Request or Activities in the Request Offering Set-Up.
However, looking at my Update Object Activity in My Runbook, I do not see how to add a person to a review activity anyway.
Can someone enlighten me?
I do not know Powershell well enough to use it with SCSM or Orchestrator yet, and I am not even sure if we have SMLets so keep it simple if possible.
Thanks for any assistance!

More info:
How to add a Reviewer to a Review Activity through Orchestrator
http://www.scsm.se/?p=895
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Service Request refresh on task save

Dear Experts,
we are facing an issues while saving the follow up transactions.
first of all the requirement is whenever notes entered in the follow up task the same notes should get copied to preceding transaction.
for this requirement we have implemented actions in the whenever we click on Save or Save and back button action will trigger and check the notes entered in the current task and we are saving the same to preceding document.
in our scenario, Service request in preceding transaction and task would be follow up doc.
in the action method we have passed the notes to order maintain for the preceding transaction (SR) and then calling Order Save.
once we come back to SR header page(not in display mode, in change mode) if we enter anything and save then previous saved task notes again appending to SR which is a Duplicate. we want to avoid duplication to SR.
PFB scenarios in detail:
1. Parent(Display)SR -> follow up Task->save and Back->Parent(display)->exit ---- Notes will be copied to Parent from Child
2. Parent(Edit)SR -> follow up Task->save and Back->exit (that means no changes made after coming back simply exit without save of SR)
3. Parent(Edit)SR -> follow up Task->save and Back->Parent(Edit) ->change any attribute value and Save SR -> exit -Duplicate
please let me know if anybody has any pointers.
P.S: On Save of SR the page remains in Edit mode only.
thanks,
Venkat

Hi Venkat
The only pointer I have is that when the Action runs, it compares the service requests In Memory Notes values with the Database values.
If they are in sync, then no need to update to the task.
If they are out of sync, update the task with the additional note entries.
Hope this is useful.
Regards
Arden

Down payment request without PO possible?

Hello,
Is it possible to create a down payment request without having to use a PO.
This concerns financial postings for services.
Thank you for sharing your experience.
Kind regards,
Linda

Hi
Check the below TCodes which does not require PO / SO
For Vendors
F-47 - Request
F-48 - Down Payment
F-54 - Clearing
For Customers
F-37 - Request
F-29 - Down Payment
F-39 - Clearing
Cheers
Srinivas

ORA-12514:listener does not currently know of service requested in connect

I am not able to connect to oracle 10g xe database....
Can any one of you help me in resolving this error
last time I was able to login when I installed Oracle 10g XE on my
windows xp machine but I dont know wht has happen...now i didnt change
any setting... just restarted m/c..
C:\Documents and Settings\ak>sqlplus scott/tiger@XE
SQL*Plus: Release 10.2.0.1.0 - Production on Mon Nov 19 17:11:24 2007
Copyright (c) 1982, 2005, Oracle. All rights reserved.
ERROR:
ORA-12514: TNS:listener does not currently know of service requested in connect
descriptor
regards,
aak.

## below is my listner.ora file
SID_LIST_LISTENER =
(SID_LIST =
(SID_DESC =
(SID_NAME = PLSExtProc)
(ORACLE_HOME = C:\oraclexe\app\oracle\product\10.2.0\server)
(PROGRAM = extproc)
(SID_DESC =
(SID_NAME = CLRExtProc)
(ORACLE_HOME = C:\oraclexe\app\oracle\product\10.2.0\server)
(PROGRAM = extproc)
LISTENER =
(DESCRIPTION_LIST =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = IPC)(KEY = EXTPROC_FOR_XE))
(ADDRESS = (PROTOCOL = TCP)(HOST = ak.com)(PORT = 1521))
DEFAULT_SERVICE_LISTENER = (XE)
### below is sqlnet.ora
# This file is actually generated by netca. But if customers choose to
# install "Software Only", this file wont exist and without the native
# authentication, they will not be able to connect to the database on NT.
SQLNET.AUTHENTICATION_SERVICES = (NTS)
### below is tnsnames.ora
XE =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = ak.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = XE)
EXTPROC_CONNECTION_DATA =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = IPC)(KEY = EXTPROC_FOR_XE))
(CONNECT_DATA =
(SID = PLSExtProc)
(PRESENTATION = RO)
ORACLR_CONNECTION_DATA =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = IPC)(KEY = EXTPROC_FOR_XE))
(CONNECT_DATA =
(SID = CLRExtProc)
(PRESENTATION = RO)
)

Inbox Search - status for service request not updated

Hi,
In inbox search, the status change for a service request does not reflect until the user log offs or opens the service request in edit mode. PFB the steps followed. (Two users are monitoring the service request but is being processed only by one)
Web UI window 1(User 1): I open the inbox search result page. Service requests are displayed with the status field
Web UI window 2(User 2): In a separate window, the service request is approved by changing the status of the service request to Approved.
Web UI window 1(User 1): In the inbox result screen, i click on search for the same search criteria, but still the old status of the service request(updated in window 2) is displayed.
Observation:
1. If I open the service request, the service request still has the old status. If i click on edit, the new status is displayed. If i click on Back button (without clicking on edit), the new status is refelected for the service request in the inbox result page now.
2. If I log off and again open the inbox result, the new status of the service request is reflected.
3. The status of the service request is updated in the database immediately user 2 changes the status.
There is no enhancement done for the inbox search. The behavior is for standard inbox result.
Please provide any pointers to resolve this issue.
Regards,
Radhika
Edited by: Radhika Chuttani on Jan 5, 2011 7:13 AM

Radhika,
This is standard behavior in the SAP inbox. The reason is that SAP buffers search results in the Inbox in order to improve performance. So even though you hit "search" again, SAP does not update the search results because this search has already been executed in this session. Clicking "End" or logging off refreshes the buffer.
SAP released a note to update the "Responsible Employee" in the Inbox without requiring the user to log off. You can see their explanation and the solution here:
https://service.sap.com/sap/support/notes/1465966
If you want to enable inbox refresh every time a search is executed, you will probably have to do custom coding. My guess is that you may be able to leverage the CRM_IC_INBOX_BADI. Let me know if this much info is enough or if you want further details on how to technically achieve this.
Rahul

SCSM 2012 - service requests auto complete even with activities in them

I introduced SCSM 2012 on Monday at out company. I have a number of service requests templates that the service desk use.
I have seen a major fault. Occasionally when a request is raised from the template the goes straight to complete and therefore the manual activities are stuck in pending and i have to kill the activities using a powershell script. Below is a screen shot
showing an example.
THis was raised from a template the service desk use frequently. The template is ok because we have used it several times. In the example below service desk raised the template - as ever when you raise a request the system moves it from 'new' to 'In Progress'
- which is fine you should expect this - but then it automatically moves it from 'In Progress to 'Complete' - this is without the activity being completed. The activity is then stuck in pending. No one is marking the request as complete, the system is doing
it - but why??????? there are no workflows set up at all for Service Requests

Hi CCOTS-KN
You can actually quite easily test this.
Create an SR from a template that has 3 Manual Activities. Once created it will progress through the 'Submitted' status to the 'In Progress' status. The first Manual Activity should also be 'In Progress'. Now complete the first Manual Activity,
then wait for the second Manual Activity to go to the 'In Progress' status. Now, put the SR 'On Hold'. Wait for a couple of minutes - until the 2nd and 3rd Manual Activities are paused. Now resume the SR. What should happen is that
the Manual Activity resume workflow should trigger before other workflows, resulting in the SR and the Manual Activities remaining 'In Progress'. If the issue is not fixed, the completion workflow will trigger first resulting in a completed SR with paused
activities.
HTH
Cheers
Shaun

Error triggering EDI subsystem (GIS): Process request without transaction.

I'm trying to configure SAP to trigger the EDI subsytem (Sterling's GIS). I'm getting error status "20":
Error for Remote Function Call with port "GIS"
Error message from RFC_REMOTE_EXEC
Process request without transaction. TID is empty.
Does anyone know what this means?
Thank you,

Here is the SAPSuite Adapter Config in GIS:
Service Name                     COMP_SapSuiteALE
Service Type                     SAP Suite Adapter
Description                      ALE based IDoc XFer
System Name                      COMP_SapSuiteALE
Group                            None provided
SAP Integration Mode             ALE based IDoc
SAP system is loadbalanced       No
Client                           300
User                             sapadmin
Language                         EN
Code Page                        1100
Start RFC Server automatically   Yes
RFC Server Instances             1
Program ID                       GISR3D
Outbound Process to start        COMP_SAPOutboundALE
Outbound Encoding                UTF8
Wait for synchronous RFC Outbound response   Yes
Response timeout (seconds, 0=unlimited)   0
Delete TIDs automatically        Yes
Delete TIDs after (days)         30
Register Remote Function Calls (BAPI or RFC Mode only)   None (for IDoc modes or BAPI/RFC Inbound)
Filter online RFC list by        None provided
Use hard max. connections limit ( Off = soft limit )   No
Max. Connections                           4
Soft Limit Delay Time (seconds)            20
Connection Check Interval (seconds)        30
Connection Idle Time (seconds)             240
Close session after maximum session time   No
Max. Session Time (minutes)                20
User                                       admin

Expand Service Request without drilldown

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