Get service ticket details

Dear All,
I have a requirement wherein, Pass the Status of the Ticket and Get the details of all the Service Tickets whose status is mentioned
So please let me know of the FM/BAPI to achieve this task.
Thanks
Shweta

Hi,
You can use FM 'CRM_SERVICE_PROCESSES_SEARCH'
Here in 'Export' Parameter:: STATUS specify the status , also you need to supply the from amd to dates and collect the result in BUSINESS_PROCESSES_LIST.
Hope it helps.
Regards
Sidd

Similar Messages

FM for getting the Service Ticket Details

Hi Group,
I have a requirement wherein, I need to get the Service Ticket(s) for the system when I pass the Status of the Service Ticket.
The query is like:
Import -> Passing the Status of the Ticket (like : Assigned/Closed/Resolved ).
Export-> Get the details of all the Service Tickets whose status is mentioned in the
 Import Parameter..
So please let me know of the FM/BAPI to achieve this task.
thanks in advance.
Regards,
Amit.

Hi Amit,
You can use FM
'CRM_SERVICE_PROCESSES_SEARCH'
Here in 'Export' Parameter:: STATUS specify the status required
Parameter: FROM and TO for dates.
and collect the result from Import parameter: BUSINESS_PROCESSES_LIST
Best Regards,
Pratik Patel
Reward with Points!

Function module to get Service Order details created with a Sales Order

Hi,
Could anyone tell me if there is any function module to get the details of the Service order that is created automatically for a line item in a sales order. Let me explain my requirement clearly.
When a sales order is created with specific line item, a service order is automatically created for that line item. I need to get the information about the associated service order. I can't find this information in VBAK, VBAP or VBEP tables obviously. But, i can see the link between the service order created and related Sales document # and item # in the DB view CAUFV. But, the key field here is Service order #. But my requirement is to get the service order details from the key field of Sales document.
I tested the FM SD_SALES_DOCUMENT_READ_POS that reads the sales document header and item material tables, but this doesn't help me in getting the service order details associated with the material line item.
Your early response is greatly appreciated.
Thanks in advance,
venu

Hi Akshay,
I actually saw this , but surprisingly, there is nothing stored in this field in either of the tables VBAK or VBAP. I mean, even for the sales orders which have associated service orders, nothing is stored in either of the above tables.
Can you please tell me if there is anyother way.
Thank you,
venu

How to get Contract Account Number in Service Ticket

Hi Experts,
How to get Contract account number in Service Ticket, we are working in ISU environment. when i create the service ticket the contract account number is there in Business agreement number field in service tiket.
Can anyone tell me how to retrieve that field.
Answer will be appreciated.
Praveen

check tables tfk_buag_ref and fkkvkp

How to fill appointment details during service ticket creation?

Hi experts,
I have a requirement wherein I need to populate a specific appointment type details i.e. APPT_TYPE(ex:ZCREATE, TICKET_CREATE..etc) for a service ticket when the service ticket is being created.
Although it can be done by CRM configuration, I want to do it through ABAP only.
Service tickets are being created in ICWebClient.
Reward points assured for helpful answers.
Regards,
Amit
Message was edited by:
Amit Kumar

Hi,
To achieve this, create an action in which you will place your code that is only triggerred once (you will need to decide what is the start condition for this new action)
It will need to do 2 things to set the information you want:
1. Use function module CRM_ORDER_MAINTAIN to set the appointment data
2. Call method REGISTER_FOR_SAVE in class CL_ACTION_EXECUTE to ensure the new information is saved onto the service ticket.
I have done this with other information setting on the service ticket during creation and it works fine.
Why are you not using config to do this ? Is it a special calculation for the date that is not catered for in configuration ??
Cheers
Colin.

How to get Azure service pricing details programmatically?

Hi,
Can anybody please tell me how can I programmatically get Azure service pricing details (pricing for Compute, Data Services , App Services, Network Services) from Azure website?
Does Azure provide the pricing details in JSON format?

Hi,
We are aware of the great feedback at:
http://feedback.azure.com/forums/170030-billing/suggestions/1143971-billing-usage-api and we are looking into this. Please feel free to comment/vote on that feature request.
Best Regards,
Jambor
We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time. Thanks for helping make community forums a great place.
Click
HERE to participate the survey.

Contract data not getting copied for service ticket follow up complaint.

Hi Experts,
We are creating a complaint as a follow-up document to service ticket . But the contract data is not getting copied.
We contacted SAP and they told us that its a standard behavior .The reply is basically an SAP note
841830 - Contract data not copied to follow-up transaction
My question is is there a way to change this behavior using CRM_COPY_BADI ?
I tried to look for the method which I can implement to get the contract data in items, But I was not able get it .
Please suggest the way to get it working
Thanks in advance .
Naval

Please not that the contract determination works fine when creating a new complaint ... but when the I am trying to create a complaint from service ticket the item level contract determination is not working fine ...
We have configured that the contract should be determined at the item level only option `F`.
I checked in one of the sap document that this cant be achieved by standard .
http://help.sap.com/saphelp_crm70/helpdata/en/46/5cd7335bbd516fe10000000a114a6b/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/46/5cd7335bbd516fe10000000a114a6b/frameset.htm
Is there a way we can put this code in the BADI eg; CRM_SERVICE_CONTRACT ?? Please note that there is already an implementation of CRM_SERVICE_CONTRACT which is working fine for new service document creation .

Get specialist assigned to a service ticket

Hi group,
I have a requirement wherein I need to know the specialist information who is assigned a particular service ticket. I can have specialist group info from FM CRM_ORDER_READ but I need to know that specific specialist who gets the service ticket.
Reward points assured for helpful answers.
Regards,
Amit

Hi Amit,
You can create the Partner Function as Specialist and assign that in the service Ticket.
No to see which specialist is assigned the particular service ticket, go to the transaction monitor " CRM_SRV_MONITOR" put the parter function as specialist, give the partner number, system will give relevant service ticket attached to that particulat person.
Regards
Arun Kumar

Problem with getting a service ticket - ignoring host name?

Hello,
I've been struggling with this for several weeks on and off. The latest issue I have, is that when I try to obtain a service ticket it replaces the hostname I use with the ip address of the server. This then results in a 'Server not found in Kerberos database' exception.
    public static void main(String args[]) {
        try {
            org.ietf.jgss.Oid[] desiredMechs = new org.ietf.jgss.Oid[1];
            desiredMechs[0] = new org.ietf.jgss.Oid("1.2.840.113554.1.2.2");
            GSSManager manager = GSSManager.getInstance();
            GSSName clientName = manager.createName("[email protected]", GSSName.NT_USER_NAME);
            GSSCredential clientCreds = manager.createCredential( GSSCredential.INITIATE_ONLY);
            GSSCredential clientCred = manager.createCredential(clientName,
            8 * 3600, desiredMechs[0], GSSCredential.INITIATE_ONLY);
           GSSName serverName = manager.createName("*[email protected]*", GSSName.NT_HOSTBASED_SERVICE);
Entered Krb5Context.initSecContext with state=STATE_NEW
Service ticket not found in the subject
Credentials acquireServiceCreds: same realmUsing builtin default etypes for default_tgs_enctypes
default etypes for default_tgs_enctypes: 3 1 23 16 17.
CksumType: sun.security.krb5.internal.crypto.RsaMd5CksumType
EType: sun.security.krb5.internal.crypto.ArcFourHmacEType
KrbKdcReq send: kdc=labad2.lab2k.net UDP:88, timeout=30000, number of retries =3, #bytes=1276
KDCCommunication: kdc=labad2.lab2k.net UDP:88, timeout=30000,Attempt =1, #bytes=1276
KrbKdcReq send: #bytes read=92
KrbKdcReq send: #bytes read=92
KDCRep: init() encoding tag is 126 req type is 13
KRBError:         sTime is Mon Jul 26 12:07:34 EDT 2010 1280160454000
         suSec is 65057
         error code is 7
         error Message is Server not found in Kerberos database
         realm is LAB2K.NET
         sname is *HTTP/172.16.118.89*
         msgType is 30
KrbException: Server not found in Kerberos database (7)Thanks - Bryan.

Your DNS server should have an entry for this host name in its reverse lookup table.
Regards- Abid

Unable to add line item to a Service Ticket!

Hi Expets,
I am facing some difficulty in adding a line item to a service ticket. The service ticket is not getting saved.I think I am missing some parameter to be passed to CRM_ORDER_MAINTIAN.Please find below my coding:
lv_product_i-ref_handle = '0000000002'.
lv_product_i-process_qty_unit = 'EA'.
INSERT lv_product_i INTO TABLE lt_product_i.
ls_orderadm_i-header = lv_header_guid.
ls_orderadm_i-ordered_prod = 'SERVICEITEM_SG5'.
ls_orderadm_i-handle = '0000000002'.
ls_orderadm_i-mode = 'A'.
INSERT ls_orderadm_i INTO TABLE lt_orderadm_i.
ls_input_fields-ref_handle = '0000000001'.
ls_input_fields-objectname = 'ORDERADM_I'.
CLEAR ls_field_names.
ls_field_names-fieldname = 'MODE'.
APPEND ls_field_names TO ls_input_fields-field_names.
ls_field_names-fieldname = 'ORDERED_PROD'.
APPEND ls_field_names TO ls_input_fields-field_names.
INSERT ls_input_fields INTO TABLE lt_input_fields.
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
    EXPORTING
      it_product_i      = lt_product_i
    CHANGING
      ct_orderadm_i     = lt_orderadm_i
      ct_input_fields   = lt_input_fields
    EXCEPTIONS
      error_occurred    = 1
      document_locked   = 2
      no_change_allowed = 3
      no_authority      = 4
      OTHERS            = 5.
I am also calling the save and commit BADI's after this, but somehow its not working for me.
Can anyone please help me out on this or provide some pointers?
Thanks and Regards,
Rohit

Hi,
I have tried everything, still its not working.
First I tried creating a Service Ticket and adding the line item at one go.Then I was getting status error:
System error: An attempt has been made to create a status object
with the object number DE20131333937DF180C5001372F65D25. However,
a status object with this number exists already.
Code sample given below:
CALL FUNCTION 'BAPI_BUSPROCESSND_CREATEMULTI'
    TABLES
      header          = itab_header
      item            = itab_item
      partner         = itab_partner
      status          = itab_status
      text            = itab_text
      return          = itab_return
      service_os      = itab_service
      input_fields    = itab_input_fields
      created_process = itab_created_process.
Then I tried creating a service ticket first and adding item later.Then there was no dump, but item details are not getting saved. Code sample given below:
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
    EXPORTING
      it_product_i      = lt_product_i
    CHANGING
      ct_orderadm_i     = lt_orderadm_i
      ct_input_fields   = lt_input_fields
    EXCEPTIONS
      error_occurred    = 1
      document_locked   = 2
      no_change_allowed = 3
      no_authority      = 4
      OTHERS            = 5.
Can anybody please help me out on this? What is the correct approach?
Thanks and Regards,
Rohit

ICWC service ticket saving

Hi all of you,
We are working in CRM 5.0 ICWC
My issue is with the SRVTHEAD.HTM view in the service ticket,
this is the error:
Exception CX_SY_MESSAGE_IN_PLUGIN_MODE occurred
"Check the part of the source code where the exception was triggered in transaction SE38.
Program include: LCRM_ORDER_APIU02
Source code line: 208"
can some one help me with debugging of this .
I'm unable to save the ticket.
Strangely the same settings in Development server are working but only sometimes, at other times i get the same error there also.
Please help it's uregent
Regards
Raj

Hello Raj,
The information from the short dump/error message mostly doesn't give you enough detail to start looking for errors.
You say the error occurs when you save the service ticket. So, open the controller class of the view (srvthead.htm) and look for an event handler that handles the "SAVE", mostly called EH_ONSAVE.
I suggest you place a breakpoint there and debug from there on each time going deeper and deeper in the called function modules/methods to find the exact cause of the problem.
It can be a long and painful proces but if you really have no clue why this error happens I'm affraid that this is your only option....
Hope this helps,
Regards,
Joost

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.

Listening to Service ticket creation event

Hi,
I have a requirement to check the ticket details and populate one field as per the ticket details. This operation has to be done on the below scenario.
u2022 A service ticket is generated and already has a property confirmed
u2022 A property(iObject) is confirmed for a new service ticket
u2022 The property(iObject) is changed on the service ticket
u2022 The service ticket is saved .
We can handle the scenario 2 and 3 from UI. But I do not know how to handle the scenario 1 i.e. whenever a service ticket is generated. Is there an event which gets raised whenever a service ticket is generated ?
For scenario 4, I am planning to invoke the required operation in the save button code which is available in UI. But when agent ends call, then also the service order gets saved. Is there a way I can invoke my code just before save ?
Regards,
Manas.
Edited by: manas sahoo on Aug 6, 2008 9:44 AM

Hello Manas,
Check if this suggestions may help you.
For scenario 1, you can check method IP_INBOUNDPLUG of your service ticket controller class. Maybe there you'll understand if a new bol entity for the service ticket was created or not.
For scenario 4, you can use ORDER_SAVE badi. This BADI was 3 methods to manipulate a document before you saving it. See it to check if any of those three can help you.
Kind regards.
Bruno

How to upload Service Ticket in CRM

Hi Group,
I have a requirement to upload a bulk file consisting of all Service Ticket information into CRM system.
The file consists of details as under:
Category, subcategory , Service Ticket #, Issue classification , Status, Creation time and date, last updated info and etc.,
But, my concern is that, I could not find any BAPI for doing this upload of issues into the system. Nor I am not able to get any function module to get the place holders for all the above details into the System.
I would appriciate if you provide me with the details of some BAPI/ Function Module to achieve this task.
So please kindly provide your valuable answers on this.
thanks in advance.
Regards,
Vishnu.

As i suggested you have to use LSMW and use the IDocOption. In this case the IDOC mesage is CRMXIF_ORDER_SAVE_M
Then as you said you have a leagacy file , which you can specify in the LSMW steps and define the Mapping between the File fields and IDoc Segement fields.
And once this is done , the LSMW will take care of reading file and mapping and will create the Idoc . ONce that is done , the ALE Layer will pick this Idoc and carry the Inbound Processing ( calling FM IDOC_INPUT_CRMXIF_ORDER_SAVE_M ).
Hope this helps

Customer service ticketing threads

For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
Briefly here are the steps taken:
Set up User Roles
Set up a Workflow
Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
we're using a dedicated email address
we make sure the 'enable' box is checked
we've tried each of the options in the 'Automatically Assign Case' drop-down menu
all the fields are filled in correctly according to the KB article mentioned above
we've set up the autoresponder
we've also set up the CST System Email
Set up a Secure Zone
created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
the form's settings are in set to proper secure zone
we've tried setting the form to both use a workflow and not use a workflow in testing
When testing this setup
the user enters a subject and the issue, presses the 'send' button
the user gets an email confirmation
if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
Thanks for reading this long dissertation in trying to explain the circumstances and thanks for any help. It's much appreciated.

I''m not sure this can be done. You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form. Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
This won't work for inquiries coming directly for email. I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

Get service ticket details

Similar Messages

Maybe you are looking for