Is there a web ui workarea representing IS01 maintain problems and solution

Not finding one in CRM 7.0 not sure if limited to using knowledge article document. IS01 is still in the gui but looking for a role that can also do that finction in the web ui.

Hi Glenn,
You are right, the problem here in the IT role, it is using a transaction type to represent. And this is bit different.
With more study, please check the following new functionality in CRM 7.0 regarding Knowledge Article
http://help.sap.com/saphelp_crm70/helpdata/EN/dd/3d7602ec894bb9a8ed4c1fe52031de/frameset.htm
You are able to maintain this using IC_MANAGER or IC_AGENT role.
In IC_AGENT, you are able to find two entries:
Knowledge Search
Search Knowledge Article
the previous one is for IS01, the SDB, which is the traditional way.
While the latter one is the new function to serve the same purpose.
For the current release, we are having these two at the same time. For SDB, you still have to use IS01, for the Knowledge Article you are able to use web ui.
Maybe in future (as far as I heard) Knowledge Article might be the solution database instead completely.
Still no info available about whether in future we are able to migrate the data from SDB to Knowledge Article.
Hongyan

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Maintaining Problems and solutions in IS01

Hi all,
I am working on CRM 5.0. In it, I have created a problem in IS01. After saving and releasing it, it appears in the search help. But when I try to display or change it, I get an error ' Problem no. xx does not exist'.
Plz help.
One more query, are FAQs related to the Software Agent Framework(SAF)? I have seen that in SAF, when we go to 'Name and Configure Search Engine', there the host IP and port no. for the search engine are not provided.
Thanks and regards
Debolina

Dear Vikas,
Kindly check C13_BB_Config guide as service marketplace.
It says in section 3.1.5.2.3 on page 57, the below mentioned paragraph.
3. On screen Create Problem maintain the following data:
Be sure that the descriptions of the following problem(s) and solution(s) are defined in all languages that you want to use (e.g., in the E-Commerce Internet Customer Self-Service).
4.Choose Enter. The default parameters are filled; please also see the NOTE following this description.
5.Enter the problem description listed in the box below. The first line should not exceed 40 characters, for this is like a short description of the problem that will be displayed in the first line of the hitlist in the search.
hope this helps
Amit

Is there anyone there? I hope there is someone who can you understand this problem and have the common sense to respond? I open gmail. I want to save an email to one of my folders. I position my cursor over the appropriate Folder icon or by choice, to th

Is there anyone there? I hope there is someone who can you understand this problem and have the common sense to respond?
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The arrow, however does not open the link.
On the Google menu bar the cursor hand with finger opens the links to Everett (my name), Search, Images, Maps and Play.
When I attempt to open the remaining links in the menu bar (YouTube, News, Gmail, Drive, Calendar and More) the arrow icon replaces the hand. The arrow icon does not work. It will not activate these links. Nor does it open email messages in the Inbox.
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I have uninstalled my Access Connection, but this problem seems to persist. IBM technician have changed the wireless card of my T60, the first few days after it was changed was very fine, no problem at all. About a week later, the problem occured again, and it happened quite frequently after that occurence. Now i really have no idea what is the cause and how to solve it. Will be greatful if there is anyone that can help me.

Best Practice on Knowledge Management, IS01 Problems and Solutions

Been Playing with KM and looking for insight from other users (will give points) using it for ICWC.
We have mulitple product lines where we have documents with Q & A's in each line. As I look at moving that into CRM via IS01, I am looking for any Best Practices or recommendations.
1. Create a single problem and solution for every question.
2. Create a single problem (list all questions) for every product line and create multiple solutions that are linked to that problem (solution for each question)
3. Is LMSW a good tool for loading data in mass?
The ICWC search brings back the 1st line on the problem & solution on the screen, meaning I try to limit the characters used so it fits on the ICWC screen, a long 1st line on the problem doesn't allow the agent to see enough of the solution without opening the link.
Thanks,
Edited by: Glenn Michaels on Jun 14, 2008 9:52 PM

Hello Glenn,
If it helps, here's a scenario about KB on my company system.
Our call center supervisors are the persons who creates problem and solutions in our KB. They maintain it but don't use IS01 transaction. They use instead People Centric BSP's for Problem s and solutions (they're integrated in IC webclient with the help of transaction launcher).
Normally, they prefer creating multiple solutions to one problem, instead of single problem - single solution method. This because some questions may have multiple solutions. They could put all the solutions text in one solution object, but for maintainance purposes we think it's better to create multiple solutions object to every solution text, because if one solution becames obsete, all we have to do is unlink instead of changing the text.
We don't use LSMW. I don't have much experience in LSMW, but if you use it, be careful to respect KB interval numbers for problems and solutions. We implement an initial set of problems and solutions in our Development system, and we passed to the Quality and Produtive system, with the precious help of sap note '728295 - Transport the SDB customization between two CRM systems' and '728668 -Transport the content of the SDB between two CRM systems'.
One cool idea to use the KB is using Auto-suggest feature. The idea is to integrate the links between problems and solutions with, for example, service ticket categorization, using BSP Category modeler, and when an agent classifies a ticket, at the top of the screen it will appear the suggested solutions/problems for the classification choosen.
I think that's all.
Sorry for my poor english. Today I'm not feeling very inspirated
Kind regards.
Edited by: Bruno Garcia on Jun 17, 2008 9:51 PM (added note 728668)

Are there any web-based products out there for client project and interaction...

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osTicket ~
open source (free), requires PHP & MySql on your server
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Zendesk ~
commercial help desk system. 30 Day free trial available.
http://www.zendesk.com/pricing
You'll find many others on Google
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Office Web Apps 2013 - Sorry, there was a problem and we can't open this document. If this happens again, try opening the document in Microsoft Word

Hello
I had configured Office Web Apps for SharePoint 2013 which was working fine for about 2 months until this morning.
The error message I get for WORD, PDF and Excel files is:
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WOPI (CheckFile) Proof Data: AccessToken Hash '1572676699' [1054 bytes], URL
01/08/2014 11:01:58.01*   w3wp.exe (0x1368)                          0x09B4   SharePoint Foundation
    WOPI                             afk59   Monitorable
WOPI                             agxqc   Medium     WOPI Signature verification
attempt failed with public key 01/08/2014
11:01:58.01    w3wp.exe (0x1368)                          0x09B4   SharePoint Foundation
    WOPI                             agxqc   Medium     WOPI
Signature verification attempt failed with public key
01/08/2014 11:01:58.01    w3wp.exe (0x1368)                          0x09B4   SharePoint Foundation
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Signature verification attempt failed - no public key   e75ead18-af27-4d44-ba50-b38b408011e8
01/08/2014 11:01:58.01    w3wp.exe (0x1368)                          0x09B4   SharePoint Foundation
    WOPI                             ahdzz   Monitorable   WOPI
Proof: All WOPI Signature verification attempts failed   e75ead18-af27-4d44-ba50-b38b408011e8
01/08/2014 11:01:58.01    w3wp.exe (0x1368)                          0x09B4   SharePoint Foundation
    WOPI                             ag7pj   Unexpected   WOPI
(CheckFile) - Invalid Proof Signature for file Letterhead Template.docx url: http://site.contoso.com/_vti_bin/wopi.ashx/files/9c5d0d7077aa43e9a9538c02deb57580?access_token=eyJ0eXAiOiJKV1QiLCJhbGciOi
The ULS Logs on my Office Web Apps server gives me this:
Error message from host: Verifying signature failed, host correlation:    d197d187-ef9d-42f6-ae4f-c4b8199c1078
WOPICheckFile,WACSERVER FileNotFound
WOPI CheckFile: Catch-All Failure [exception:Microsoft.Office.Web.Common.EnvironmentAdapters.FileUnknownException: WOPI 404
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Hi Waqas
Thanks for your help with this. I had a look at both posts, the URL works fine from the WAC server and I am not using a System account to test docs.
Also, this is a production site that is accessible over the Internet, so we are using https therefore the WOPIZone is external-https.
Issue #3 in the above blog link does not reflect the same error I see on my servers.
I also had a look at the information in this link: http://technet.microsoft.com/en-us/library/ff431687.aspx#oauth
Problem: You receive a "Sorry, there was a problem and we can't open this document" error when you try to view an Office document in Office Web Apps.
If you added domains to the Allow List by using the
New-OfficeWebAppsHost cmdlet, make sure you’re accessing Office Web Apps from a host domain that’s in the Allow List. To view the host domains in the Allow List, on the Office Web Apps Server open the Windows PowerShell prompt as an administrator and run
the Get-OfficeWebAppsHost cmdlet. To add a domain to the Allow List, use the
New-OfficeWebAppsHost cmdlet.
I have not added any domains to the Allow list so this did not help either. Should I add the domain?
Any further help with this is much appreciated.
Thanks again.
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Issue with office web apps sorry, there was a problem and we can't open this document.

Hi All,
i am having issue when trying to open the word file using office web apps farm. i have multi-tier farm (2 wfe, 2 apps and 2 owa). is that something wrong with certificate or the way AAM configured. Can anyone give me some direction please?

Hi,
According to your description, my understanding is that you failed to open the word file using office web app.
Please open the word file using office web app in other SharePoint sites and test whether this issue occurs. Also, please test whether all words have this issue.
Please reset IIS on the OWA server.
Please disconnect the SharePoint Farm from Office Web Apps and reconnect it. Then check the WOPIZone and TMG server.
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Some useful posts for your reference:
https://social.technet.microsoft.com/Forums/office/en-US/fdbf2198-5a62-422a-9015-a65599eabeb5/office-web-apps-2013-sorry-there-was-a-problem-and-we-cant-open-this-document-if-this-happens?forum=sharepointadmin
https://social.technet.microsoft.com/Forums/office/en-US/154e9673-8227-4913-9f2a-97677e4c5314/sorry-there-was-a-problem-and-we-cant-open-that-document?forum=sharepointadminprevious
http://sharepoint.stackexchange.com/questions/66013/a-problem-with-a-websites-security-certificate-for-apps
Best Regards,
Dean Wang
TechNet Community Support
Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact
[email protected]

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Is there a web ui workarea representing IS01 maintain problems and solution

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