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.........

Similar Messages

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.........

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 .

ERMS: Creation of Interaction Record and Service Ticket

Hi All,
I am configuring the ERMS system (SAP CRM 2007). So far I am been able to get internal emails into the CRM system and the emails are getting routed to the respective agent's inbox based on the rule in Rule Modeler.
I have created rule for creating Interaction Record and Service ticket. However, Interaction Record and Service ticket are not getting generated. Also, I am not able to receive external emails (yahoo, gmail etc..) into SAPconnect.
Any input on these issues is appreciated.
Thanks & regards.

Hi Namita,
Same as the other thread, please make sure that the BP is identified for the incoming email and then only the creation of the IR/SO ERMS Actions will get executed with success.
I am not sure, whether you still face this issue ?
Thanks & Best Regards,
Vinod
Edited by: Vinod C on Mar 25, 2009 3:38 PM

Interaction record as follow up transaction inside a service order

Hello,
We have a process in ICWebClient where the flow is:
1) confirm an account
2) create an interaction record
3) create a service order with reference to an interaction record
4) Within a service order sometimes using follow up option we will need to create an interaction record.
We are done with 1..3 options and I am unsure about the 4th step .. how can we achieve this?
Any inputs in this regard are rewarded and appreciated.
Thank you,
Vijay

Hi,
Typically navigation between views can be achived by implementing plugs. In yous case as soon as you select Interaction record from drop-down list it should navigate to Interaction Record view.
When you select some value in a drop an event is triggered, within this event you can call the outbound plug within which you need to call navigation link. A navigation link is created in Run time repository which defines the source and destination views. Look at some of the existing examples you will get an idea.
Hope it helps.
-ASB

Copy Service Ticket Description to Interaction Record Description Field

Hello All,
I have a requirement to copy the Service Ticket description to the Interaction Record description field on save of the Service Ticket.
Please let me know how to do this in CRM 2007 New Web UI.
Thanks & Best Regards,
Lakshminarayana

With CRM 7 this problem won t exist anymore...

Status in Interaction Record update based on a follow up Business Transacti

Hi
I put in place within ICWC the Interaction record creation as initial step followed by a creation of a Service ticket.
I would like at the Completion of my service tickets the interaction record to be completed automatically as we dont want any agent to manually complete them.
Thanks in advance
Aurelien
CRM 4.0

Hi,
I tried to come back to the idea of the Status Completed as default when Interaction Record is created.
My scenario is:
Confirm BP
Confirm IBASE
Click Service ticket on the left Menu (Interaction Record Menu is not visible anymore)
then i am on the ticket...
I noticed different small problems:
1/ The service organisation determination is not trigger anymore at the ticket creation, it is triggered only when an update occur on the ticket, in my case only when the classification is filled.
2/ When i saved the ticket, the Interaction Record appears in the Business Context, when i click on it (it is completed straigh away), but an error is present in the Interaction record, CRM_ORGMAN - 039 (Enter an organizational unit (Service))
When i had set up my interaction record status profile with more than one status (not Completed straight away) the error number 2 never occured.
The error number 1 always occurs if i use the scenario in ICWEB:
When i use one transaction type to multiple transaction type as dependent business transaction type, in my case the transaction type linked to my Business transaction profile (interaction Rec) is ZS33, then as default Service Transaction in the Dependand transaction i used a ZEST.
Config done in SAP Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Business Transactions -> Define Business Transaction Profiles
In case that i used directly ZEST as the default transaction type for my Business Transaction profile the Org determination occurs correctly.
As anyone seen this problem before?
Or is there anything to do to transfer the org from the Interaction Record to the Service Ticket? is there a link?
I have been through all the topics about Interaction record but couldnt find anything related to my problem.
Thanks in advance
Aurelien

Follow-Up Dropdown Lists Not Appearing in Interaction Record

Dear SAP experts,
I have setup Interaction Record as the leading transaction in the WebIC. In the Follow-Up area, user should be able to select a list of Transaction Type from the drop down menu eg: Sales Order, Service Request etc. I have configured the following but the dropw down menu is still not showing any items. I can however see the items only in SAP GUI, but NOT in the WebUI.
1) Define Copying Control for transaction type eg: ZSIR (interaction record) --> ZSRV (service request)
2) Defined the Transaction Type
3) Defined Business Transaction Profile for ZSIR (interaction record) with Dependent Business Objects include ZSRV (service request)
Could anyone tell me what i am missing? Do i need to perform the copy control for Item Cat as well?
Please advice.
Thanks

I have not even come to that part yet. What i need now is the list of transaction types to be appeared in the Follow-Up drop down. How does partner determination cause whether the list appeared in the drop down or not. There's something really weird, when i unchecked the Settings for Activities for Business Activity Copy Control, one of the item does appeared in the drop down.

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.

Follow up email creates a interaction record in business context area

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Follow up email creating a interaction record

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Dates for Interaction records and other Business Activities in IC (CRM2007)

Hello,
I noticed that for interaction records or follow up business activities the dates are not displayed at all in the IC. Is there a way make the configured dates (in date profile) visible in the IC?
Thanks,
Patrick

Hi Raghavendran,
I am facing the same problem. Other than Appointments,Tasks,Email and Interaction record I cannot create any other Activities.
I defined a new Transaction type assigned the category Misc but cannot create the Activity on WEBUI. As Raja suggested I have also assigned the Channel as WEBUI and ICWEBCLIENT but still does not work. Is there any Role specific customization that needs to be performed?
Please let me know if your issue is resolved and how you resolved it.
Any help will be greatly appreciated.
Thanks,
Pooja

Interaction Record ticket to Email

Hi Experts
I am stuck with this problem:
I create a service ticket from ICweb, so first an interaction Record is created then service ticket created.
Let's say the service ticket is passed to somebody else to have a look, so with the inbox i look at all tickets created and go back to the one just created. Now I want to send an email from this ticket to the customer, the problem is the creation of the email triggers the creation of a new interaction record, and the BP of my service ticket is not passed to this interaction.
Is there a standard way to achieve the copy here from Ticket to Interaction record for the partners as the copy control doesnt seem to work...
Thanks in advance
Aurelien
System: CRM 4.0

With CRM 7 this problem won t exist anymore...

Forwarding of service tickets in Interaction Center R E W A R D P O I N TS

Hi CRM gurus,
I'm working on SAP CRM 2007 with Employee Interaction Centre (EIC) service scenario.
I need to fulfill the following requirement:
in the call centre, there are two groups of agents. From the Inbox, an agent of the first group has to be able to see the Service Tickets assigned to his group and he can decide to forward a ticket to the second group.
The organizational structure has been maintained in SAP CRM and there is no link with R/3.
With the PPOMA_CRM I've created an Organization with two Offices and I've assigned the employees to them.
ex.
SORG.001 --> ID: O 5000001; Business Partner: <None>
    SOFF.001 --> ID: O 5000002; Business Partner: <None>
    SOFF.002 --> ID: O 5000003; Business Partner: <None>
When I define Forwarding Profiles, with the transaction CRMC_IC_AUI_FWD, I have to specify the receiving BP: the code I have to insert is not the ID of the Office, but the Business Partner associated to it. The problem is that I haven't been able to associate a BP. How can I do?
I hope you can help me!!!
Thanks in advance,
Andrea
I will R E W A R D    P O I N T S

Hi, I've tried to follow your indications, but I was not able to solve the problem.
The settings in my system were:
HRALX HRAC X Activate HR Integration
HRALX MERID X Enter Integration Error in IDOC
HRALX MSGRE 0 Recipient of Error Message When Creating BP
HRALX OADBP Business Partner of Standard Address
HRALX OADRE Address Necessary for Business Partner?
HRALX OBPON ON Integration O-BP Activated
HRALX OBWIG X Ignore Business Partner Warnings
HRALX ONUMB 3 Business Partner Number Assignment (Org. Unit)
HRALX OSUBG 01 Business Partner Subgroup (Organizational Unit)
HRALX PALEO Log: Organizational Units in ALE
HRALX PALEP Log: Employees in ALE
HRALX PBPHR ON Employees Are Replicated from HR System
HRALX PCATS Integration P-BP for CATS Activated
HRALX PINAC Activate ALE Distribution of Inactive Employees
HRALX PLEVE 3 Log: Detail Level of Error Messages (1 - 5)
HRALX PNUMB 3 Business Partner Number Assignment (Employee)
HRALX PQUAL Import Qualifications
HRALX PRTON Log Active
HRALX PSUBG ZE Business Partner Subgroup (Employees)
HRALX PSYNO Log: Organizational Units in Dialog
HRALX PSYNP Log: Employees in Dialog
HRALX USRAC X Create Relationship to User
The position HRALX-OBPON was already set with "ON".
Deactivating the HR integration I'm able to create employees from the transaction BP in SAP CRM; but I'm not able to create Organizations with BP Role BUP004 (Organizational Unit)...
What should I do?
Andrea
Edited by: Andrea Ricci on Apr 6, 2009 5:46 PM

Follow Up and task for Interaction Record

we have IC Web and need to create Follow up and Task as follow up task from the interaction record.
Can you please help me find steps to configure the same,

Suki,
I was maybe a little bit too fast:-)
Goto spro->CRM->interaction center webclient->business transaction profiles.
There you find some entries, select the business transaction profile that is attachted to your ICweb main profile.
Here you have an entry trans. type where you can select your interaction record transaction type, this is considered your 'leading' transaction type. A leading transaction type is the transaction that always will be created when an interaction occurs in the webclient. If you created some entries in the copy-control customizing action for your interaction record (let's say trans type= ZINT) like I explained in earlier post, you should check that the same transaction type is used here, the ZINT.
When you select your business transaction profile you see some options on the left ('Dependent bus trans', 'assign price type and price type list' and 'content management templates').
Select 'Dependent business transactions'. Here you can enter your transaction types that are applicable for your scenarios, you see four radiobutton options 'Sales', 'Service', 'Lead' and 'complaint'. Here you can choose which transaction type to be used in what scenario. If you enter here your sales order transaction and flag 'Sales' as scenario it should appear in the follow-up dropdownlistbox in the interaction record view. (And is also used as trans type when you select 'sales order' in the navigation bar in the webclient) The same counts for complaints.
Hope it's a little bit clear now!
Regards,
Joost

Interaction records,Service tickets,Follow-up activities

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