IC webclient existing service ticket display

Hi, I need to display the number of open service tickets for selected product for current business partner and alongwith this, to show details of first open service ticket. I have managed to meet the first requirement but have no clue about how to display the open service ticket. The service ticket link on navigation bar always creates a new service ticket and it seems does not have any provision for opening an existing ticket. Pl. help.
Thanks.
vishwas arya.

Hello Sudeep,
I could not find much info at copy controls.it would be great if you can let me know the process flow of service ticket management.
regards,
kitcha

Similar Messages

ABAP: Update Sales Group/Org Unit in all existing Service Tickets

Hi - Can anyone give me some pointers, I need to loop through all our existing service tickets and update the Sales Group and Organizational Unit depending on the Responsible Group. Can anyone suggest bapi's, the best way to go about this, thanks! - Nigel

If you have ever user CATT or SCAT this the enhanced version.
Go to LSMW and create Project, subproject, object on the next screen you basically work your way down the path
Maintain Object Attributes
Maintain Source Structures
Maintain Source Fields
Maintain Structure Relations
Maintain Field Mapping and Conversion Rules
etc......
Behind the initial one - Maintain Object Attributes,
you can select Batch Input Recording (choose the moon mountain icon) and you can record the transaction you are changing. There are some gotchas and a newer person should test there stuff well. Only have entries in the recording for what you want changed.
You may want to hunt for some LSMW documentation, I learned by watching someone that knew it. Can easily be moved from dev to test to prd from Extras > Export then Extras > Import. Does not create a transport form.

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.
Sergio

Hello 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

URGENT: Changing status at Header level in Service Ticket in Webclient

Hi All
Please reply ASAP.......
I am changing status for service ticket in webclient at Header level.
But at item level system status is not changing.
Is there any config in CRM where user status or system status is copied from header to item level
Basically need is to trigger item status when header status is trigerred....
Can anyone help me in resolving this issue.
Regards
Pankaj Vispute

Thanks Bhanu,
I solved my problem with your answer.
Thanks,
Praveen

CRM 5.0 - IC WebClient - Service Ticket vs Service Order Navigation

Hi Gurus
Have any of you experts out there used the Badi: Navigation to Service Ticket and Service Order.
This Badi is located at: SPRO->IMG->Customer Relationship Management
->Interaction Center Webclient->Business Transactions->Service Ticket
->Business Add-Ins (Badi)s.
We are using Service Tickets only, yet when searching in the Inbox we locate our Service Ticket Transactions, when we select the Transaction it opens in Service Order view, not Service Ticket view.
My understanding is that this Badi can resolve the issue, does anyone have an example of the code they've used in this Badi to force navigation to the Service Ticket.
This is highly critical to our implimentation, therefore maximum points for the right answer
Many Thanks
Panduranga

Hi Panduranga ,
Here is a method in BADI.
pay attention that's only one BADI can be active so deactivate default BADI.
method IF_EX_CRM_ICWC_SERVICE_NAV~NAVIGATE.
 case iv_process_type.
 when 'TSVO'. "#EC NOTEXT
* navigate to Service Ticket
 rv_navigation_link = 'ServiceToSrvTHead'. "#EC NOTEXT
 return.
 when 'ZTSV'. "#EC NOTEXT
* navigate to Service Ticket
 rv_navigation_link = 'ServiceToSrvTHead'. "#EC NOTEXT
 return.
* when 'WRS1'. "#EC NOTEXT
* navigate to WebRequest
 when others.
* navigate to "normal" Service Order
 rv_navigation_link = 'ServiceToServHeader'. "#EC NOTEXT
 return.
 endcase.
endmethod.
Good Luck
Eli Steklov
Please Reward Points if it Helps

Not able to create an Incident/Service ticket in CRM IC webclient

Hi,
I am trying to create an incident/create a service ticket in CRM IC Webclient.All the fileds are grayed out.
Can anyone tell me what could be the reason.

Hi Nirsanti,
Could you please check the user is having the following roles or not(Check in suo1).
SAP_CRM_UIU_IC_ITSDAGENT
SAP_CRM_UIU_FRAMEWORK
To create the indicent,user should be assigned to position which is having business role IC_ITSDAGENT(IT Service Desk Agent) to an organisational structure.Please let me know if you need any other help.
Best Regards,
Silpa.T

Service Ticket: Search using Inbox & My Worklist in IC WebClient

Dear Gurus,
When I create a Service Ticket in the IC WebClient in CRM 5.0 and save it, the system generates a Transaction Number which I can then search for by using Interaction History, Inbox and My Worklist.
When I search using Interaction History, I select the relevant Service Ticket and the system takes me to an Interaction Record, and from there I can navigate to the correct Service Ticket.
When I search using Inbox, the system takes me to a Service Order, which I do not believe is correct.
When I search using My Worklist, the system also takes me to a Service Order, which I do not believe is correct.
Any recommendations?
Rgs,
Alan

Hi
You can search service ticket from inbox ideally by entering the object ID in the agent inbox or you can also search for service tickets in interaction record which is an activity transaction type if you maintain the copy control for service ticket from interaction record then you can search for service ticket through the interaction record as well.
refer to best practice link for the service ticket custimiseing settings for icwebelient
http://help.sap.com/bp_crmv250/CRM_DE/index.htm
Reward points if helpful
Regards
Dinaker vikas

Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.

I am trying to connect to SharePoint in my Office 365 environment by following https://support.office.com/article/Set-up-the-SharePoint-Online-Management-Shell-environment-7b931221-63e2-45cc-9ebc-30e042f17e2c and I am getting:
Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.
Is there some setting I need to change on the O365 side? Thanks.

Hi,
Based on your description, my understanding is that you want connect SharePoint Online using PowerShell.
Please make sure that the following software is installed.
Windows Management Framework 3.0
SharePoint Online Management Shell
And then, open the SharePoint Online Management Shell and use the Script below to test
whether it works.
$User = "[username]@[tenant].onmicrosoft.com"
$Pass = "[password]"
$creds = New-Object System.Management.Automation.PSCredential($User,(ConvertTo-SecureString $Pass -AsPlainText -Force));
Connect-SPOService -Url https://[tenant]-admin.sharepoint.com -Credential $creds
Get-SPOSite
More information:
http://blog.falchionconsulting.com/index.php/2013/01/using-powershell-to-manage-sharepoint-2013-online/
Thanks,
Dennis Guo
TechNet Community Support
Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact
[email protected]
Dennis Guo
TechNet Community Support

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"

CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket

Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
Many Thanks
Panduranga

Hi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
The availability profile is maintained in SAP Easy Access> Service> Service Contracts and Service Plans --> CRMD_SERV_SLA - Maintain Availability and Response Times
Hope this will help
Regards
Rekha Dadwal

Navigate directly to Service Ticket view in IC WebClient 5.0

Hi,
We have a requirement where we should either confirm same BP(say anonymous) for all the Service Tickets, so that there is no need of going to Identify Account view and confirm an Account there. We dont mind even if there is a solution that allows us to jump to Service Ticket with out Confirming an Account.
If you see Interaction record, you can straight away jump to Interacation Record just by clicking on Interaction Record Navbar link.
How can I achive this? Any suggestion would be appreciated and rewarded for points.
Thanks in advance,
Sreekanth

Hi Sreekanth,
What you need to do is: confirm BP automaticaly.
here is code example for this.
DATA: lr_bupacontroller TYPE REF TO cl_crm_ic_bupacontroller_impl.
 DATA: bdc TYPE REF TO cl_crm_ic_cucobdc_impl.
lr_bupacontroller ?= get_custom_controller( 'BuPaController' ).
CHECK lr_bupacontroller IS BOUND.
lwa_partner-name = 'PARTNER'.
lwa_partner-value = 'XXXXXX' " BP Number
APPEND lwa_partner TO it_parameters.
CALL METHOD lr_bupacontroller->get_bp_for_incoming_request
 EXPORTING
 it_parameters = it_parameters
 IMPORTING
 ev_no_of_hits = ev_no_hits
 ev_bo_col = ir_bo_col
 ev_query = cv_query_type.
IF ir_bo_col IS BOUND.
 ls_profile = lr_bupacontroller->get_profile( ).
ENDIF.
* get a view
CLASS cl_crm_ic_services DEFINITION LOAD.
context_area = cl_crm_ic_services=>contextarea_contr.
IF context_area IS BOUND.
 bdc ?= context_area->get_custom_controller( 'CuCoBDC' )."#EC NOTEXT
 bdc->typed_context->currentcustomer->set_collection( ir_bo_col ).
* Fill main partner with confirmed BP
 TRY.
 col_wrapper = bdc->typed_context->currentcustomer->get_collection_wrapper( ).
 CATCH: cx_crm_bdc_no_data, cx_crm_bdc_xpath_error.
 ENDTRY.
ENDIF.
And then just Confirm This BP
lr_bupacontroller->set_bp_confirmed( ).
Good Luck
Eli Steklov
Please Reward Points If it Helped :-)

CRM Service Ticket - Item Category error - IC Webclient

Hi
Once I confirm the customer account, I click on "Service Ticket".
I'm getting the following error "No Item Category could be created". I've taken a look at a few of the Item Category Groups & Usages and none of them appear to be exactly related to a Service Ticket. I believe this maybe the issue.
Would anyone have some guidance on this.
Points will be awarded for the right info.
Many Thanks
Arden

Thanks Johnny
Do you know if this resolves the issue with the creation of the Service Ticket or does it just make it easier to link the Header & Item Level attributes.
Points awarded
Regards
Arden

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

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

Date rules not copied into service ticket

We are implementing a SAP CRM 2007 Service scenario with the IC Webclient.
When creating a service ticket, a product is assigned and a service contract is automatically determined. This service contract contains a Service Profile and an Reaction Scheme. All date types are copied into my service ticket but I am missing my durations for the items it seems like they are not assigned to the bussiness transaction. This is not what I am expecting because the item, contract, response profile and Service profile are determined.
when creating the same type of service transaction in CRMD_ORDER and assigning the product the contract is determined and all durations are determined and assigned, based on the contract.
Has anyone encountered this problem or a clue how to solve this
regards,
Remko

Hello Buijink
By default the service ticket only shows the dates and not the durations of your date profile.
You will have to use the UI config tool to add Durations to service ticket.
Here's how:
1. Tcode BSP_WD_CMPWB - BSP WD Component Workbench
2. Component ICCMP_BTDATE > Display
3. Views > ICCMP_BTDATE/Dates > Configuration
4. Click on "Show Available Fields" you will see "Blocks" folder, expand that and you will see BTDatesDurations.
5. Copy configuration to your role config key and add BTDatesDurations.
Once you add BTDatesDurations you will be able to see durations on service ticket.
Regards
Rupesh Patil

IC webclient existing service ticket display

Similar Messages

Maybe you are looking for