Listening to Service ticket creation event

Hi,
I have a requirement to check the ticket details and populate one field as per the ticket details. This operation has to be done on the below scenario.
u2022 A service ticket is generated and already has a property confirmed
u2022 A property(iObject) is confirmed for a new service ticket
u2022 The property(iObject) is changed on the service ticket
u2022 The service ticket is saved .
We can handle the scenario 2 and 3 from UI. But I do not know how to handle the scenario 1 i.e. whenever a service ticket is generated. Is there an event which gets raised whenever a service ticket is generated ?
For scenario 4, I am planning to invoke the required operation in the save button code which is available in UI. But when agent ends call, then also the service order gets saved. Is there a way I can invoke my code just before save ?
Regards,
Manas.
Edited by: manas sahoo on Aug 6, 2008 9:44 AM

Hello Manas,
Check if this suggestions may help you.
For scenario 1, you can check method IP_INBOUNDPLUG of your service ticket controller class. Maybe there you'll understand if a new bol entity for the service ticket was created or not.
For scenario 4, you can use ORDER_SAVE badi. This BADI was 3 methods to manipulate a document before you saving it. See it to check if any of those three can help you.
Kind regards.
Bruno

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Inbound for Service ticket creation

Dear all,
An inbound FM being triggered for Service ticket creation which those info are coming from legacy system.
My requirement is, at the end of the inbound processing, i need to send back the newly created SAP ticket number back to legacy.
I found that during the Inbound FM execution, it just hold a new GUID where the actual ticket number has not been determined/populated yet (i noticed, actual SAP ticket number will only be populated after the execution of Inbound FM). For this case, i can not get the new SAP ticket number send back to legacy during the Inbound processing.
Do you have any ideas on how can i get the newly created SAP ticket number during the Inbound FM execution?
Your comments are highly appreaciated.
Thanks in advance.

cud u plz tell me function module ur using for inbound process for creating service ticket..
thanks in advance ..

How to fill appointment details during service ticket creation?

Hi experts,
I have a requirement wherein I need to populate a specific appointment type details i.e. APPT_TYPE(ex:ZCREATE, TICKET_CREATE..etc) for a service ticket when the service ticket is being created.
Although it can be done by CRM configuration, I want to do it through ABAP only.
Service tickets are being created in ICWebClient.
Reward points assured for helpful answers.
Regards,
Amit
Message was edited by:
Amit Kumar

Hi,
To achieve this, create an action in which you will place your code that is only triggerred once (you will need to decide what is the start condition for this new action)
It will need to do 2 things to set the information you want:
1. Use function module CRM_ORDER_MAINTAIN to set the appointment data
2. Call method REGISTER_FOR_SAVE in class CL_ACTION_EXECUTE to ensure the new information is saved onto the service ticket.
I have done this with other information setting on the service ticket during creation and it works fine.
Why are you not using config to do this ? Is it a special calculation for the date that is not catered for in configuration ??
Cheers
Colin.

Automation of service ticket creation using RFC

Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
Approach:
The workflow will have a method(custom enhancement) that updates a custom table in ECC.
We(CRM) have to develop a RFC function module to read the data from ECC and update it in the custom table of CRM.
we have to create a program to loop the data from custom table and create a service order/ticket by using a function module.
As of now the process looked good.
1. But we don't see any link between the record in the custom table and service ticket generated. we cannot compare the service ticket and from which record it generated?
2. After using RFC we read the data into CRM custom table. How do we compare both the tables and delete the ECC table as soon as the CRM tables is updated?
3. when the service ticket failed to generate we should update the field in the custom table (CRM), the number of failures
Please help me .....Suggest me if there are any other approaches?

For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
For question #2, John Burton wrote an article in CRM expert a few years back that explains this concept well. The email coming into the agent inbox doesn't create the ticket until processed but his article explains how it can and give and auto repsonse to the sender with the ticket number attached.

Service ticket creation through web request

Hello,
I just need to know if there is any standard CRM functionality to serve the form and to create the service ticket ?
Regards
Sachin

Hi Gagan
Could you please share with your solution, i am kind looking help in same are. We are using CRM 7.0, but i can not find BOL component which is ISUSRV.
My requirement is to create Service Order from Webclient, example meter problem reporting, etc
Please kindly reply or by email shankar no dot vangari at gmail com
regards
shankar

How to Navigate from Confirm Account to Creation of Service Ticket

Dear Expert,
My client does not want to create a interaction record after account confirmation. They want to go directly to Service Ticket creation.
I am using CRM 6.0 SP05.
Could you guide me through the steps for that?
Which customizing steps need to be done?
Thank you very much in advance.
Best reagrds
Ahmed Hadi
Edited by: Ahmed Hadi on Dec 15, 2009 2:43 PM
Edited by: Ahmed Hadi on Dec 15, 2009 2:44 PM

Hello Ahmed,
I discuss the pros and cons of this strategy a bit in my book, "Mazimizing Your SAP CRM Interaction Center", but you can also find the basic info in this blog, "[Everything you need to know about the Interaction Record in the CRM Interaction Center|/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center]".
There is a BADI (CRM_IC_IARECORD) that can be used to suppress the creation of the Interaction Record. SAP does not recommend to actually supress the creation of the Interaction Record (as it is needed for various out of the box reporting and analytics options, as well as for maintaining object links and other features). Rather, you might want to simply use Intent-Driven Interaction with the Rule Modeler to automatically navigate to the Service Ticket screen after some UI event like BP confirm or IBase confirm (or whatever other even you want). If necessary you could also remove IR link for the NavBar.
Best regards,
John

Service ticket's priority value

Dear Experts,
I'm just wondering on how to perform the customizingby by add in a new priority value, where the Priority is the value that available during service ticket creation in Satellite system.
FYI, I'm using Solman version 3.2 and the Satellite system is R/3.
I did tried some customizing in SolMan for the Priority field, but the added value wasn't reflected back to R/3 during the Service Message creation.
Could you please comment on where i went wrong?
Thanks in advance.

Dear FSCHU,
Please kindly try doing this in your SPRO
SAP Solution Manager Implementation Guide
- SAP Solution Manager
- Scenario-Specific Settings
    - Service Desk
      - General Settings
        - Define Transaction Types
          -> Assignment of Business Transaction Categories
            -> BUS2000126 Business Activity
              -> Customizing Header
                 => Priority
Hope it helps.
Regards
Amit

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

Automatic Creation of Service ticket in Background

Hi,
My requirement is to create a Service Ticket in Web IC automatically in background when an enquiry is submitted by an user over the company's website. I am unable to find any function Module or BAPI to do the same. Is it possible to do it in the background? If so, please let me know how to go about it.
Regards,
Vimal
Edited by: Joseph Vimal Whitchurch on Apr 13, 2009 8:27 AM

Hi Joseph
If you can get it to run through the ERMS process then yes it is possible.
Check out John Burton's ERMS How to Guides under CRM-INST for CRM 5.0.
Regards
Arden

CRM 5.0 Incoming Email - Creation of a Service Ticket

Hi Gurus
For an incoming email I've managed to configure ERMS to create a Service Ticket.
A number of values are however not correct or missing entirely.
Is it possible to correctly populate the Multi-Level Categorization for the Service Ticket and if so how.
Many Thanks in advance
Regards
Panduranga

Hello Panduranga,
We've implemented a requisite very similiar to yours in version 4. We've created a new class, to a new ERMS service, to be added in our ERMS profile manager.
The way we filled the service ticket categorization was by doing the following:
Each node at category modeler must be associated to a subject code (combination of technical fields katalogartcodegruppecode). So, all you have to do when you're creating a new service ticket is to indicate your subject code to CRM_ORDER_MAINTAIN importing parameter: it_service_os.
Something like this:
ls_subject-ref_handle = gv_handle.
ls_subject-katalogart = iv_katalogart. "KATALOGART
ls_subject-codegruppe = iv_codegruppe. "CODEGRUPPE
ls_subject-code = iv_code. "CODE
ls_subject-mode = 'A'.
APPEND ls_subject TO lt_subject.
ls_osset-ref_handle = gv_handle + 1.
ls_osset-subject = lt_subject.
ls_osset-subject_profile = lv_service_h-subject_profile. "YOUR SUBJECT PROFILE - TO GET IT USE FM CRM_ORDER_SERVICE_H_SELECT_CB
ls_osset-profile_type = 'A'.
APPEND ls_osset TO ls_service_os-osset.
ls_service_os-ref_handle = gv_handle.
ls_service_os-ref_kind = 'A'.
APPEND ls_service_os TO gt_service_os.
ls_input_field-ref_handle = gv_handle.
ls_input_field-ref_kind = gc_object_kind-orderadm_h.
ls_input_field-objectname = gc_object_name-service_os.
ls_input_field_names-fieldname = 'CODE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'CODEGRUPPE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'KATALOGART'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
INSERT ls_input_field INTO TABLE gt_input_fields.
Then all you have to do is to use internal table gt_service_os as it_service_os at CRM_ORDER_MAINTAIN.
Hope that this helps. If not, just write back and If I can, I'll help you
Kind regards and good luck.
Bruno
Edited by: Bruno Garcia on Aug 21, 2008 3:20 PM

Create "Followup document" in Service Ticket

Dear Experts,
I'm performing mass creation for Service Ticket by using IDOC basic type CRMXIF_ORDER_SAVE_U01.
At the same time, i need to create a "Followup document" for the service ticket as well, and hence i utilized the segment E101CRMXIF_DOC_FLOW with below field population:
APPL_SNAME = E101CRMXIF_DOC_FLOW
RELATION_TYPE = VONA
RELOBJ_TYPE = BUS2000116
RELOBJ_OBJECT_ID = 1234567
RELATION_TYPE_ATTR = A
I can not get any Followup doc created. Basically i did tried to take off the value for RELOBJ_OBJECT_ID, but it still didn't worked.
Could you please comment what went wrong? Or any steps that i have left out?
Thanks in advance.

Hello FSCHU,
Please refer notes 1036737 and see if this helps.
regards,
Muralidhar Prasad Chatna

Service ticket in servicepro profile

Hi experts,
I'm working with CRM 2007 and I want to know if is it possible to use service ticket in servicepro profile? How can I do that? The service ticket is only for "IC" profile?
Best regards,
Caíque Escaler

Hi
Service Ticket UI component as you mentioned is only available in ICWebclient Profile. In WebUI it is possible to open any transactions in any UI components related to transaction because they all follow the same BOL model. ie Service Ticket can be opened in UI compoent for activity, Service Request etc..
I have worked on a scenario where Service Ticket was opened in Service Request component. FYI, SAP recommends migrating from Service Ticket to Service Request.
To open Service Ticket in Service Request framework (SRQM_INCIDENT_H). You have to do the following
a. Search.
 It depends on if you are planning to use Service Request search or Worklist. In either case you will have to implement the BADI (Enhancement Spot) ES_CRM_RF_Q1O_SEARCH. This implementation is done so that instead of service Request you search for Service Ticket and return the guid.
b. Display
To display the Service Ticket in Service Request framework, you have to call dynamic navigation with selected entity and the UI component in the event handler on selecting item in the result list.
 CALL METHOD cl_crm_ui_descriptor_obj_srv=>create_entity_based
 EXPORTING
 ir_entity = <ls_recent_object>-entity "Reference to Service ticekt
 iv_ui_object_type = <ls_recent_object>-object_type " UI Object type for Service Request
 iv_ui_object_action = <ls_recent_object>-action
 RECEIVING
 rr_result = lr_descr_object.
 CATCH cx_root.
 ENDTRY.
ENDIF.
IF lr_descr_object IS NOT BOUND.
 RETURN.
ENDIF.
CREATE OBJECT lr_coll TYPE cl_crm_bol_bo_col.
IF lr_coll IS BOUND.
 lr_coll->add( lr_descr_object ).
 lr_window ?= me->view_manager->get_window_controller( ).
 IF lr_window IS BOUND.
 lr_window->call_outbound_plug( iv_outbound_plug = 'navigate' "#EC NOTEXT
 iv_data_collection = lr_coll ).
c. Recent Edits
You will need to force Recent eidts also to save appropriate UI component in CRMD_SHORTCUT Table otherwise it will open in ICWebclient UI compoent. Check UI Component CRM_BSP_RECOBJ
You can also open service ticket in Service Order component. You will need to manually call the Time Reporting views whcih are are available in ICWebclient ptofile.

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 open a service order using event handling

HOw to open a service order using event handling

Hi,
Can you explain your requirement elaborately.
I understand from it as, you want to open Service order creation page, based on some event(may be submit button).
For that technically you can use navigation->goto_page('Provide the URL').
or you can use inbound-plug and out-bound plug concept for naviagation.
Regards,
Devender V

Service Ticket request failed

Hey,
Has anyone seen this "alert" coming from the domain controllers?
Service ticket request failed
I want to false positive it out because I've investigated.
But I'd rather go to the server guys with a fix ...

Yes your understanding is correct. The recommended approach is to tune out all the unneeded raw events at the reporting device itself.
This will save both the network and MARS from unnecessary traffic. You can find more details about this error at the following:
http://support.microsoft.com/kb/824905
http://technet.microsoft.com/en-us/library/bb742435.aspx
Regards
Farrukh

Listening to Service ticket creation event

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