Multilevel Categorization-Autosuggest of suggested solutions-KnowledgeBase

Hello Friends,
I need some assistance in resolving the following Issue,
The scenarios is as follows,
We use Multilevel Categorization for Service Tickets and have created a Hierarchical categorization schema. We have linked the categories in the category molder to the following : to mail forms, to Service Order Templates and to Problems and Solutions.
The issue is as follows,
When we create a Service Ticket in the Interaction Cenetr and select the categories for which the above three are maintained, I see that a mail form is suggested in the Email navigation link and also when I click auto complete the Service Order Template is also populated but when I navigate to the Knowledge Base I donu2019t see the problem and Solution automatically populated in the result list and this is the issue. Is there any additional step I am missing specific to this Scenario. The whole Solution Database is working fine and indexed. Please let me know your thoughts on this. Any help will be higly appreciaed.
Thanks,
Tyler

Curious - if you go to the document search tab, can you put in a key word and find the solution? if not then problem is probably with the SAF tool setup.
You should also be able to use CRMM_SEARCH to find the solutions.
We do the same tying solutions to the categorization without issue.

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Multilevel Categorization

Hello,
I'm looking for a solution to have two categorization blocks in one service order.
First categorization is used for internal categorization, captured by service admin.
Second categorization is used to store an external categorization, captured e.g. by customer in an external tool.
Both categorizations are independent from each other.
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Hi Sree,
Multilevel Categorization is used to categorise ur business transactions based on certain criterias. They also help in Auto Completion of a transaction.
In order to get the same in IC WebClient
1. Create a schema, using Category Modeler.
This can be done only in PCUI. You can open the individual BSP application( CRMM_ERM_CAT) for category Modeler and create a schema with category levels.You can refer CR410 for the same.
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2. This subject profile is also assigned to the transaction type.
3. In the business transaction profile tick the checkbox Categorization. This will ensure that the categorization is shown in CIC Webclient.
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Hello guys,
We are using CRM 2007 IC Web Client. I have set up Multilevel Categorization with 2 levels for Service Orders
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Level 2: Central
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I performed a trace and I found a the table CRMD_SRV_SUBJECT. However it only shows me the Level 2 for each Service Order and this has some logic because if I check in the GUI (by using transaction CRMD_ORDER) the service order I created in the IC Web, it only shows me One Level and it corresponds to the Level 2.
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Hello Rupesh and Saumya, many thanks for your quick replies.
However they do not solve my question.
Rupesh, those tables that you mentioned are useful to see what I customize in the Rule Modeler with the IC_MANAGER Business Role. I need the transactional table where I can find all the two Levels values that I selected for each Service Order.
Saumya, as I mentioned in the question posted, we have already been able to reach table CRMD_SRV_SUBJECT. The problem is that the table only shows me the LAST Level I chose in the IC Web when creating the Service Order. In our case Level 2 (as we only need 2 Levels).
I have just read in the CR410 manual and it says the following which is the cause why I only see the Level 2 in the CRMD_SRV_SUBJECT table:
"In the IC WebClient the categories can be selected to categorize a transaction. However the categories are only visible in the service ticket in the IC WebClient UI. They are not directly sotred in the service ticket. When the ticket is saved the Catalog/Code Group/ Code of the lowest selected category is stored on the database. The categories are linked via the hierarchy of the category modeler to the codes and thus to the ticket"
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Multilevel Categorization-Autosuggest of suggested solutions-KnowledgeBase

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