In Service Tickets-Adding Buttons-transaction-launcher

Hi
i need two information's..
1.how to add buttons in the service tickets after Escalate and save button.
2.I have to retrieve the value of some fields in the categorization schema based on the service ticket organization..
its urgent for me.
i want to trigger some other transaction launcher when we press on button
Edited by: Ram Pushpala on Jul 17, 2008 1:15 PM

got solved

Similar Messages

Service Tickets

Hi Guys,
I am new CRM V1.2007.
Can anyone tell me about Service tickets. When I am trying to create service ticket with ID IC_AGENT_SRV, it's taking the BP IC Service order.
I think Service ticket as another transaction type similar to Service order. Please let me know, how to assign the service ticket transaction type to the service ticket work center in WEB UI, When I log in as an Service Agent.
Thanks,
Sharath.

Hello Sarath,
You are correct in that the Service Order and the Service ticket are very similar. Technically the use the same uderlying BOR object (BUS2000116) but use different transaction types -- TSVO for the IC Service Order and TSRV for the IC Service Ticket. For an explanation of the major differences between the two please see my blog: [here|/people/john.burton/blog/2008/11/10/crm-service-in-the-interaction-center-case-management-complaint-management-service-ticketorder-management].
You can control which one is defaulted in the IMG configuration activity "Define Business Transaction Profiles" in the folder "Dependent Business Transactions". Make an entry for TSRV and ensure the radio button is checked for Service.
Best regards,
John

Calling a transaction launcher from a button

Hi experts,
I'm trying to call a navigation launcher from a button.
So i created a button and the event. In the event i copied the code from class : CL_CRMCMP_N_MAINNAVIGATI0_IMPL / method do_handle_event. (see code below)
But when this is executed, the system doesn't navigate to the logical link.
Do you have any idea why ?
How can i do some troubleshooting ?
How can i call the transaction launcher ?
Thanks for your help.
Regards
DATA : lr_navigation    TYPE REF TO if_crm_ui_navigation_service,
         lr_entity        TYPE REF TO cl_crm_bol_entity,
         lr_clipboard     TYPE REF TO if_crm_ui_bol_clipboard.
TRY.
      lr_navigation = cl_crm_ui_navigation_service=>get_instance( me ).
      lr_navigation->navigate(
        EXPORTING
          iv_link_id         = 'ZMYLOGICAlLINK'
*          iv_data_collection =     " Business Object Collection Interface
    CATCH cx_root.
ENDTRY.

Hi,
I had the same problem. As workaround I added the logical link to the navigation bar and now the transaction launcher call from the button also works.
It seems as the logical link has to be used in the navigation bar profile in order to allow for a call from a workspace. It does not really solve your problem if you don't want the call in the navigation bar, but maybe you can live with this.
Greets,
Kai Lienemann

Service Ticket : Create Follow-Up Transaction

Hi everybody,
I'm facing a problem in creating a follow up transaction in Interaction Center Web UI.
I'm working with Service Tickets, I made the customizing for the copy control to Service Order, and I'm able to create follow-up transaction from SAP GUI. But on IC Web UI , when I click on Create Follow-Up button on Service Ticket's view , I get an info message that tells me the operation has been created, that's non true!
Please help, thanks in advance,
Paolo F.C.

Hi Sreekanth,
thank you very much for your reply!
I'm still not able to produce the follow up Service Order from Service Tiket, I don't see it in the Business Context.
But you helped me anyway, because there I saw the Interaction Record , I tried to create a follow up Service
Order from it, and it works!
So probably I made some mistake in customizing, I'll try to compare the copy control of Interaction Record
the one for Service Tiket to underdstand.
So the question is not answered yet, but I'll give you some points 'cause you helped me!
Greetings,
Paolo F.C.

Service Ticket and "End" Button

Hi all,
I have the situation in which the agent makes a mistake (unintentionally) creates a follow-up activity (Service Ticket). . This Srv Tckt is created as the agent clicks u201CEndu201D and will always be in the activity and it cannot be deleted.
Any idea?
Regards,
Carol

Hello Carol,
In CRM 2006s and CRM 2007 you can use a new configuration option that provides a popup dialog box at end contact showing all items from the activity clipboard. You can then select and remove any items that you don't wave linked (saved to) the interaction record.
In CRM 2006s and CRM 2007 you also have a new button called "cancel" inside the business transactions that allows you to cancel a newly created (but not yet saved) transaction. (After the transaction has been saved the cancel button will revert any saved changes, but does not delete the existing document).
In CRM 2005 and below, the only (default) option is to give a new status to accidentally created orders such as "inavlid", "to be archived", "accidentally created" or so on.
Warm regards,
John

Escalate Button in Service Ticket

Hi All,
Can anyone please let me know the how does the escalate button of service ticket works in IC webclient.
What customizings are required?
I have created rules and actions in the rule modeler using context Order.Released the rules.But still on clicking the Escalate buton it says "No rules found for automatic routing".
Kindly Help.
Regards,
Shalini Chauhan

Shalini
I am writing to this post even though it has been closed with the hope that you might get the message.
Can you please share the answer to the question you had posted 'Escalate button in service ticket'. I too am trying to figure out how to do it.
Thanks
Sunita

LAUNCHING URL BY CLICKING ON BUTTON(USING TRANSACTION LAUNCHER) IN CRM 2007

Hi,
I am working on the object which requires configuring transaction launcher so that when button is clicked,URL is open. This development need to be implemented in CRM 2007.
Kindly suggest.

We are working in a sandbox environment on CRM 2007 and trying to launch a transaction in an ECC 6.0 system. We get a login box into the ECC server which executes fine but after a few seconds we are returned back to the CRM server without displaying the transaction. All authorizations are correct but it seems that the container is not being populated with the requested transaction. Has anyone else seen the same behavior? We are about to put in a note to see if we can get assistance. We have implemented latest Support Packs and Enhancement Pack 3 was recently installed in the ECC environment. We have implemented all the appropriate notes (1029777) to make sure that we are using the recommend functionality.

Adding Dates to Service Ticket view

We need to add values from the Date profile to the SrvTHead view. Does anyone know how to do this?
I added the BTDATES model node to the context of the view, but how can I choose which dates to show? I need to loop through the dates and pick the one that I want to show?
Thanks

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

CRM 2007 New Service Ticket Transaction not visible in WEB UI

Hi Gurus
I don't understand why this is so difficult.
To me I have done everything correctly.
I have a Service Ticket Transaction visible in the WEB IC.
I now want to make it visible for use in the WEB UI, I have set the channel to WEB UI.
Yet when I try to create a new Service Ticket from the Service Professional Role under Service Order the Transaction is not visible. Yet I can can search for the Transactions created in the WEB IC from the WEB UI without an issue.
Maximum Points for the right answer.
Regards
Panduranga

Solved
I needed to add the Service Ticket Object Create option into the Navigation Bar Generic OP Mapping Option.
After that the Transaction Type was visible.

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.

Service Ticket Vieew-Need Urgent

Hi All
I need small info
-->how to categorisation externa, attiibute structre values to SERVICE TICKET view..
--->can we add fileds to categorisatoion schema bu USING EEWB.?
i tried this but iam getting the error like
wizard cannot read values form atributes ,,wheni gave dataelement for field..but if we add with out data element it is ok.

Hi,
A adding the four fields as
1. laucntransaction1
2.launchtransaction inherited
3.launch transaction 2
4.launchtransaction2 inherited top CRMCMP_MC_ATT
You mean you are adding these four fields in the Service ticket view instead the standard category 1..4 ?
These fields can be changed in the SRTVHEAD view .HTM code. (workbench)
however the flow of data for these four fields comes from category modeler created for service ticket.This service ticket has codes( catalog,code gourp code) which will store the values
B.go to view service ticket and add buttons ICCMP_BTSHEAD
getting the values form categorization schema based on the service ticket categorization
so put that transactions as buttons and trigger that transaction when we click on it.
I am unable to understand this part ? Plz elaborate
Also let me know the requirement scenario...
Regards
Raj
Edited by: Shankar Raj on Jul 21, 2008 12:54 PM

Inbox Search:Locking Service Ticket Categories,Priority & Status for update

Hello Gurus,
If I create a Service Ticket and save it, I get the transaction number and then can search for the Service Ticket using either the Interaction History or the Inbox.
If I search using the Interaction History, I get taken to the Interaction Record which I am ok with (would be better if it took me straight back to the Service Ticket though), but can navigate to the Service Ticket where I can update the Categories, Priority and Status.
If I search using the Inbox, I go straight back to the Service Ticket and the Categories, Priority and Status are Greyed out and I cannot update the Service Ticket. This for me is a problem as the Agents will need to update the Categories as well as the Priority and Status.
Please would somebody assist me with this.
Thanks in advance,
Alan

Hi Allen,
Now there could be only two reasons
1. check for the bsp_wd_workbench transaction, launch crm_is and go to the viewset SRVTHEAD
open the code SrvTHead.htm and check for the
"change button = true" (it may not be exactly this as i'm not on system rgt now .
2. Check for the role authorization , i think the user you are logging from does not have the create and change authorization for the service ticket .This can be rectified by the basis person just ask him to provide you with the concern role for the business transactions you would require .
I'm sure this will resolve you issue.
Regards
Raj

Navigation back to Interaction View from transaction launcher

Hi Experts,
     Please help me with this query.
We are using IC WebClient for CRM 5.0, in one of the profiles, we have service ticket view (not showing the interaction record) - using the view SrvTHead of the CRM_IC application. We are navigating from this to ECC transaction using transaction launcher (creating IS-U transaction), which is working fine.
   Also,when we click on back (either back button in ECC transaction or Back button on breadcrums bar of CRM), it takes us back to the Service Ticket View properly, as we are hardcoding the navigation link name in return data flow method of transan launcher class,
But once it is done, then when through the document flow/Business context we navigate to the ECC transaction and then click on back, it goes back to Interaction record view instead of service ticket view.
   We are trying to check profile entries for activity clipboard, but haven't got any success regarding the behaviour yet.
Is this standard behaviour to always go back to interaction record, is there a way to modify that?
Thanks and Regards,
Rohit Khetarpal
Edited by: Rohit Khetarpal on May 10, 2010 6:07 PM

Hi Rohit,
This behaviour is steered by the runtime repository xml page of BSP CRM_IC_RT_REP (se80).
I do not have any CRM 5.0 system available to check in detail, but I know we corrected that also in our project some time ago.
You will need to correct an XML entry indicating Docflow as source and interaction record as target. Actually this is not a correction, but a redefinition of BSP CRM_IC_RT_REP into a custom one, e.g. ZCRM_IC..., according to cookbook.
To find which XML entry must be "redefined", set a break-point in method CL_BSP_WD_WINDOW->IF_BSP_WD_NAVIGATION~NAVIGATE, ideally just before you click onto back navigation. Check that external break-points are immediately active. In the debugger, you can see both source and target view (may require some explosion of object variables).
This should solve your problem
Best regards
Walter

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

IC Service Ticket Order Error Report

We have several service tickets in error (for example no partners entered for partners that are mandatory, no service ticket description entered (our own error), etc)
How do we get a report that lists all service tickets in error - we can't user the Inbox and we don't want to use a BW/BI report since it won't be real time - and we don't want to use a GUI transaction since that's old school (for CRM 2007)

semi old school, we created a SQ01 query using logical db in SQ02 CRMLDB_SALES_MON.
You can create a transaction launcher in web to launch this report, or create the report then create a Z t-code that runs this report if you don't want to launch SQ01.
For us, IT works the errors so ok to still use the gui.

In Service Tickets-Adding Buttons-transaction-launcher

Similar Messages

Maybe you are looking for