IC WebClient_Field Classification in service ticket

Hello,
We're implementing CRM 4.0 with the "Interaction Center WebClient" (SAP Portal) and the transaction "service ticket" (we use for transaction type TSRV as a basis, and copied it in ZSRV). In the portal header data of our "service ticket", there is a field "Classification", which we would like to customize with values.
=> Problem: we cannot find any corresponding entry in the CRM IMG Customizing for this filed "Classification".
Does someone have an idea?
Thanks a lot,
Regards,
Nad

Hi
for classigication fileds you need to use category modler pcui based application from transaction code crmc_pcuitools and select
CRMM_ERM_CAT as option and click on executre button
then you will find the pcui based category modler view select new button and define the new schema there by selecting the node and subnodes in it assign the codes from subject profile for each label define labels for each node assignthe subject profile under the application area of schema and select the future date and time to activate the schema and release the schema set time 10 min future date andtime and go back to crm_ic transaction open the service ticket transaction u will see the dropdown values at 4 levels appear there
please do reward points if helpful
regards
Vikas

Similar Messages

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.

Classifications on Service Ticket

Hi all,
I'm trying to track down the tables that stores the values which a selected in a Service Ticket for the category modeller classifications.
I know all the source information is held in the Subject Profile structures and the CRMC_ERMS_CAT* tables contain all the hierarchical data, but I am struggling to find out the values selected for a specific Service Ticket.
Any pointer or help much appreciated,
Jon

Hey John,
I'm sort of trying to achieve the same in that I'm producing a extract report of service tickets matching certain criteria and also needs to show the Category values entered against the four category hierarchy fields within the service ticket.
I'll give you a shout when I get a complete solution. I have some code which should (in theory) work and I'm testing it now. It's a very complicated process though.
In the meantime, these tables may be what you want:
CRMC_ERMS_CAT_AD
CRMC_ERMS_CAT_AS
CRMC_ERMS_CAT_AT
CRMC_ERMS_CAT_CA
CRMC_ERMS_CAT_CD
CRMC_ERMS_CAT_CT
CRMC_ERMS_CAT_HI
CRMC_ERMS_CAT_IC
CRMC_ERMS_CAT_ID
CRMC_ERMS_CAT_LN
CRMC_ERMS_CAT_OK
CRMC_ERMS_CAT_QU
CRMC_ERMS_CAT_SP
Regards
Gary

Save the service ticket in the ICWC

Hi,
I want to throw a message in the ICWC when the service ticket is trying to save in the ICWC without giving any one of the classifications of service ticket.
Can anydody please help me where i can put the conditions to throw the message before saving the service ticket.
Thanks & Regards,
Suresh Babu Gade

Hi Suresh,
Did you tried to implement the ORDER_SAVE Badi..for your scenario...
please check...
Regards,
Raghu

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

Service ticket issue navigation issues

In CRM 4.0, when the standard HELPDESK icwebclient profile is used, after confirming the bp, when I click the service ticket link on the navigational bar, it navigates to the service ticket view where it shows 4 level of classification dropdown boxes.
In CRM 5.0 SP6 or SP7 (i cannot remember), I used the same standard HELPDESK icwebclient profile and did the above same steps but it navigates to the view where it shows the subject and reason dropdown boxes instead of the classification dropdown boxes.
I looked through the XML file in both CRM 4.0 and CRM 5.0 and both navigate to SrvTHead.htm page.
How do I need to do in CRM 5.0 such that when I click on the service ticket link on the navigational bar, it will go to the view where it shows the 4 level of classification dropdown boxes?
Thanks!

Hello Edward Lee
I have the same problem that you.
In CRM 5.0 (i don't remember the SP), I copied the standard HELPDESK icwebclient profile, after I have created a catalog, a code groups, code group profile, a subject profile and at the end I created a categorization schema. When I go to the service ticket in the IC Web Client, after confirm an account I show the subject and reason dropdown boxes instead of the classification dropdown boxes.
What did you for solving this problem?
Can you help me, please?
Best Regards,
Mary
Message was edited by:
Mary Carter

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

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

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Interaction records,Service tickets,Follow-up activities

hi all!
I need objects (FM, BDocs...Etc...) that related to interaction records, service tickets, follow-up activities of the business partners.
can anybody help me out.
regards
sachin

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Service Order as follow up document for Service Ticket

Hi,
we are using CRM 2005 and the IC-Webclient for the service callcenter.
Is it somehow possible to create a service order as follow up document out of a service ticket in IC-Webclient?
Thanks a lot.
Best regards
Manfred

Hi,
The Service Ticket itself is Service Order. The difference between them is that the Service Ticket does not have Item Category which is present in the Service Order.
Between your transaction code maintian the copy controls.
Hope it helps.
Regards,
Rajiv

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

Error while creating service tickets

Hi all,
we are facing the followin error when we try to create a service ticket in WEB UI.
Version CRM 7 with EhP1 installed.
Please find the error details
Context initialization failed in view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Initialization of view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER failed
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Cannot display view ICCMP_BTPARTNER/PartnerView of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Initialization of view ICCMP_BTPARTNER/PartnerView of UI Component ICCMP_BTPARTNER failed
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
Source Text Row: 165
Cannot display view ICCMP_BTPARTNER/PartnerViewSet of UI Component ICCMP_BTPARTNER
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
Source Text Row: 165
Worker session error in session initialization (SAM_QUEUE NOT SET )
No categorization schema assigned to application
I am using IE 7 version. The CRM application is installed in Windows SQL server 2008.
I have checked and the acitivated all the required service in SICF. The services are running.
Please guide me through about how to solve this issue.
regards,
Chandru

Hi Chandru,
Check if the following [thread1|No categorization schema assigned to application area (SERVICE_ORDER.....)] [thread2|No Categorization Schema assigned to application Area] helps you.
Regards,
Saumya

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
No controlling type could be determined (Notification E IAOM 012)
No controlling type could be determined (Notification E IAOM 012)
Regards
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
==> Organizational Management
==> 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.
I hope this helps.
Regards,
Venkat

IC WebClient_Field Classification in service ticket

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