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

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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

Service ticket table

HI ,
Can i get some tables related to service ticket , where this data will store .
Thanks,
Aravind.

Hi Aravind
Your Service Ticket is nothing but the Service Order Less the Item Level hence it is the same as your service Ticket transaction type in Online System .The table where you will find this transaction data is hence CRM_ORDERADM_H.
Plz reward if it helps
Cheers!
Raj

SAP JAM work pattern for SAP C4C Service ticket

Can anybody familiar with the SAP JAM Work pattern for SAP Cloud for Customer Service tickets answer these questions?
My client would like to use SAP JAM groups in Service tickets in the following way:
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Back-office departments work on a high volume of tickets so having one JAM group per ticket is not practical. Instead we would like to have one JAM group per department
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Can anybody familiar with the SAP JAM Work pattern for SAP Cloud for Customer Service tickets answer these questions?
My client would like to use SAP JAM groups in Service tickets in the following way:
C4C service agents raise service tickets which are then worked on by back-office departments (who don't have access to C4C but will collaborate on ticket resolution via SAP JAM)
Back-office departments work on a high volume of tickets so having one JAM group per ticket is not practical. Instead we would like to have one JAM group per department
Departmental JAM groups should be created in JAM independently from C4C
Upon ticket creation in C4C, the service agent should be able to select the relevant departmental JAM group to collaborate and start a discussion topic
The agent should be able to easily pick up any update/reply from the back office team on the topic he created
Is the scenario above supported? In particular, how can one predefine/auto-select which JAM group is assigned to a service ticket?

CRM Service Ticket

I have a CRM Service Ticket which contains a Survey. Which extractor do I use to extract the Survey from the Service Ticket? Thanks

Hi Miguel,
I was searching the internet for a solution in order to get the Bapi_Busprocessnd_Createmulti create a service ticket. I am also using it from a SAP portal application just like you.... and therefore everything should be RFC enabled. I have a few questions and I hope you can help with those:
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I hope you can help me with these questions.... that would be fantastic!
Thanks in advance.
Kind regards,
Rik Janssen
Message was edited by:
Rik Janssen

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!

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

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 ?
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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 .

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.
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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*
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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

Error Message when we create a Service Ticket in SAP CRM 2007

Hi All we are having a serious production issue when we create a S.Ticket in SAP CRM 2007 We get the following error message we are not trying to send any information to R/3 We have a planned go live this saturday. So any help would be greatly appreciated.
An error occurred in system EDIES during account assignment
Message no. CRM_ORDER_MISC 060
Diagnosis
Errors occurred when assigning an account assignment object to a business transaction. To view the error message, see the accompanying log file.
Transfer Log
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Sathya

Hi,
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
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==> Cross-System Assignment of Organizational Units
==> Assign Billing Units to Service/Sales Organizations
If the above information is not helpful kindly take a look at note 861116.
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Regards,
Venkat

Auto-open 'Completed' Service ticket based on tracking text in email...

When sending out e-mails we embed a so called tracking number into the end of the e-mail text saying something like:
DO NOT DELETE ***
Ticket No. [[1234567]]
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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
Gary King
Edited by: Gary King on Nov 17, 2009 5:03 PM

Hi 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)
Hope this helps,
Sam

Problem in Service ticket

HI all,
Iam are working on CRM version 5.0, CIC webclient support package 07,
we are creating a employee help desk scenario profile,for which have created a new profile by copying the standard "help desk" profile . while we creating a service ticket for an existing employee there are fields(T.Code SE80 for Web Client) called REASONS and SUBJECT in the header overview of service ticket(work space area).
where in the Reason field we are having some standard fields in the drop down as follows
Regular Activity
Advertising and campaign
campaign .....etc.
And in Subject field also we are having some standard fields in drop down like
leakage
rupture/tear
overheating...etc
now we want to replace the values in the drop down box of
SUBJECT/REASON with the fields suggested by our client.
Could you please help me out where can I configure these settings.Kindly help me out for building this scenario.
Quick response is highly appreciated.
Thanks in advance

Hi Ravi,
To do this kind of configuration in the normal IMG customizing, the Catalog does not need to be copied or changed, and I think this is the only place you normally should get error messages within the configuration if you try to copy or change. All other levels (for instance code groups profile) should allow you to define your own settings.
In short, underneath the existing Catalog, you define your own Code Groups with corresponding Codes, your own code group profile and subject profile and this subject profile you assign to your transaction. That way you don´t really need to touch any SAP predelivered settings. Each catalog can have a number of different code group profiles etc. assigned to it, so the original ones can stay in, you only add the new ones and then change the assignment of subject profile to the transaction to make the transaction show other values in the dropdown list when you maintain it in the interaction center.
Regards, Lorna

CRM 4; Utilities Add On; Service Ticket; SLA

Hello Experts,
We are implementing CRM4, service industry with utilities add-on.
We are using the service ticket for service request creation, applying the four tier classification of call types.
Each call type has an SLA timeframe for completion.
The SLAs are not product nor contract dependant - and only relate the the type of service stipulated in the service ticket.
I have set up the date profile etc.
I would assume that a dummy product and dummy contract will have to be created to invoke the SLAs but I am not managing to get the Service Ticket to see the response times.
Please could you point me in the right direction? i.e. How can I create an SLA against each code (category; code group; subject profile)? (without using service contracts?)
Much appreciated!

Hi Tanya,
We have got the escaltion time picking in the ticket via BADI.
This BADI is called on Saving the ticket, which checks the code and then brings the code related SLa time form the response profile (which is also assigned to the product -Dummy one) and then checks for the Date profile date type date rule if any calculation is to be done it does that and then populates the times.
I think the need for contract is arising only because in the dummy product master of contract type only we can attach the reponse profiles ...you can actually add the set type to your service product(Dummy) and then try this .I'm sure it will work .
Works for us.
Regards
Raj

Steps to use Classification w service tickets- No categorization schema

I have been searching SAP help & SDN but no luck figuring what steps I need to do to use the classification in the Service Ticket.
1. I used the category modeler to create a 2 level schema.
1a. schema assigned to busines activity ticket in application area, parameter = subject profile, Value = ZACT00002.
1b. status is released
1c. in the categories I assigned to a catalogue / code group / code ZACT00002 (as set up in the IMG - Catalogues, codes, profiles)
2 I assigned the DEFAULT categorization profile to my IC profile (has service allowed to 4 levels)
3. I don't have a service product assigned but not sure I need one (nor know how to assign one)
But when I confirm a BP, the error message > >>>
No categorization schema assigned to application area (BUS_ACTIVITY, SUBJECT_PROFILE, ZACT00002)
& go to service ticket, the classification field is still empty.
Would appreciate if someone could tell me what I am missing.
Edited by: Glenn Michaels on Feb 12, 2008 2:34 AM

Hi Glenn
The Status of the Schema should be active. You can set a Date & Time From (and To) which the schema is valid for.
Normally the default from date is set for 24 hours time, which means you wait till the schema is active before you test, however you can change this, I usually set it to 10 minutes in the future.
That is probably your main issue at the moment, once the Schema is "Active" you should have more luck.
You will need to create a Product for "Service", called INVESTIGATION. Wihout this product you'll be dogged with product related errors.
Before you create the INVESTIGATION Product you'll need to ensure a Hierachy and Category exist which the Product can belong to. I think the Best Practices guide will help you with this.
If you get stuck further, drop another hit.
Good Luck.
Arden.
Reward with points if helpful

Adding classifications to service ticket in IC WEB CLIENT

Hello,
We use the IC Web Client system with an interface to an HP open view system.
To open a new service ticket we plan to use the CRMXIF_ORDER_SAVE function through a web service.
We would like to add classifications to this order but it doesn't exist in this function.
1.     Is there any function (BAPI) that can open a service ticket with classification?
2.     Is there any function (BAPI) that can open a new classification and assign it to a product?
3.     Is Hp open view is a certified partner of SAP and there for has a connection to assist with the IT Help desk scenario?
Thank you very much.
I will really appreciate it if I will get an answer for those questions.
Nurit Rotman

Ritu,
You need to have Service Add On Extension to view Service Ticket in the IC WebClient.

Get specialist assigned to a service ticket

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