Multiple ICWC sessions resulting in lost service ticket data

Hi All
I have an issue where an IC Agent is encouraged to work with multiple ICWC sessions to compare and copy/paste data from service tickets. We have seen on multiple occasions tha the data in ticket A is overwritten (with ticket B data) when ticket B is saved.
Has anyone come across this before?
Thanks
Mark

Hi Mark,
I suppose as per SAP multiple sessions are not supported if Communication Management Service is used.
Please look at the last posting on the following thread.
Can we have multiple IE in the same machine to access IC Webclient ?
Therefore, in this case solution suggested by Glenn could be useful to you.
Regards,
Deepak
Edited by: Deepak Ahuja on Jan 29, 2009 5:10 PM

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Escalation in Service Ticket

Hi guru,
what is "escalation" in Service Ticket?
As you implement?
Thanks a lot.
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Hi,
I haven't tested it , but escalation in Service Ticket will be similar to any other escalation(like complaint escalation) where we can change the employee responsible as well as responsible group based on certain pre-defined rules and set of conditions.
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Hi All,
We have an existing business process where in we use IC service ticket to trouble shoot customers problems.
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Hi Amol,
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Hi all of you,
We are working in CRM 5.0 ICWC
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Exception CX_SY_MESSAGE_IN_PLUGIN_MODE occurred
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Hello Raj,
The information from the short dump/error message mostly doesn't give you enough detail to start looking for errors.
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Save the service ticket in the ICWC

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Hi all,
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Please find the error details
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Method: CL_BSP_WD_VIEW_CONTROLLER=>BIND_VIEW
Source Text Row: 165
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Method: CL_BSP_WD_VIEW_CONTROLLER=>BIND_VIEW
Source Text Row: 165
Worker session error in session initialization (SAM_QUEUE NOT SET )
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I am using IE 7 version. The CRM application is installed in Windows SQL server 2008.
I have checked and the acitivated all the required service in SICF. The services are running.
Please guide me through about how to solve this issue.
regards,
Chandru

Hi Chandru,
Check if the following [thread1|No categorization schema assigned to application area (SERVICE_ORDER.....)] [thread2|No Categorization Schema assigned to application Area] helps you.
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Saumya

Service ticket not found in the subject

Hi,
I've got simple authorisation working from Java to an Linux MIT KDC. I've also got tickets via kinit from the kdc on the Linux server. I'm trying to use JAAS sample code:
Does anyone know how I can get this to work?
MY login.conf file is
GSSClient{
com.sun.security.auth.module.Krb5LoginModule required
useTicketCache="true";
Rserver{
com.sun.security.auth.module.Krb5LoginModule required
storeKey=true
useKeyTab=true
doNotPrompt=true
keyTab="/etc/harsh.keytab"
principal="Rserver/kdc.mahindrabt.com";
and the error which i am getting is i have enable debug
ratnesh
Name of the [email protected]
before peerlc.login()
KinitOptions cache name is /tmp/krb5cc_0
DEBUG <CCacheInputStream> client principal is [email protected]
DEBUG <CCacheInputStream> server principal is krbtgt/[email protected]
DEBUG <CCacheInputStream> key type: 16
DEBUG <CCacheInputStream> auth time: Thu Dec 18 15:20:02 IST 2003
DEBUG <CCacheInputStream> start time: Thu Dec 18 15:20:02 IST 2003
DEBUG <CCacheInputStream> end time: Fri Dec 19 01:20:02 IST 2003
DEBUG <CCacheInputStream> renew_till time: Thu Jan 01 05:30:00 IST 1970
CCacheInputStream: readFlags() INITIAL;Host address is 10.3.1.110
DEBUG <CCacheInputStream>
DEBUG <CCacheInputStream> client principal is [email protected]
DEBUG <CCacheInputStream> server principal is host/[email protected]
DEBUG <CCacheInputStream> key type: 1
DEBUG <CCacheInputStream> auth time: Thu Dec 18 15:20:02 IST 2003
DEBUG <CCacheInputStream> start time: Thu Dec 18 16:17:13 IST 2003
DEBUG <CCacheInputStream> end time: Fri Dec 19 01:20:02 IST 2003
DEBUG <CCacheInputStream> renew_till time: Thu Jan 01 05:30:00 IST 1970
CCacheInputStream: readFlags()Host address is 10.3.1.110
DEBUG <CCacheInputStream>after peerlc.login()
prior to subject.doAs()
value of s isSubject:
Principal: [email protected]
Private Credential: Ticket (hex) =
0000: 61 82 01 06 30 82 01 02 A0 03 02 01 05 A1 10 1B a...0...........
0010: 0E 4D 41 48 49 4E 44 52 41 42 54 2E 43 4F 4D A2 .MAHINDRABT.COM.
0020: 23 30 21 A0 03 02 01 00 A1 1A 30 18 1B 06 6B 72 #0!.......0...kr
0030: 62 74 67 74 1B 0E 4D 41 48 49 4E 44 52 41 42 54 btgt..MAHINDRABT
0040: 2E 43 4F 4D A3 81 C3 30 81 C0 A0 03 02 01 01 A1 .COM...0........
0050: 03 02 01 01 A2 81 B3 04 81 B0 CB 01 79 E9 43 1A ............y.C.
0060: AE 64 90 28 83 D6 79 82 6A 4C 26 08 A9 C2 59 E7 .d.(..y.jL&...Y.
0070: 21 2E 4C 41 81 B5 01 75 9A 24 87 C0 30 3B F9 A7 !.LA...u.$..0;..
0080: 6B 4E 5D 29 5D A0 9F 91 55 92 D6 FD E4 4B 0A 84 kN])]...U....K..
0090: 06 5B 07 14 00 7E 96 C6 2F 15 4B 34 9F D6 0D E2 .[....../.K4....
00A0: 89 48 B3 78 63 B8 A0 B0 81 14 28 A8 3F 29 A5 D7 .H.xc.....(.?)..
00B0: 64 D5 40 B7 19 A8 6D FC F2 82 86 02 C5 13 32 AA [email protected].
00C0: A8 42 A5 8B 3D 52 DB 83 C7 1F 19 31 3E 6C 87 B0 .B..=R.....1>l..
00D0: BD A5 6A 26 8E DB 2C EA F5 06 2F 90 0A DA 77 58 ..j&..,.../...wX
00E0: CC 0A 67 27 4E 51 7D 74 50 08 79 E4 06 EA C9 30 ..g'NQ.tP.y....0
00F0: E4 F8 40 51 F5 D9 FA C1 AF D9 D3 2E 4A 32 59 CC [email protected].
0100: 10 1A 0F AA 7D 98 30 9B A7 26
Client Principal = [email protected]
Server Principal = krbtgt/[email protected]
Session Key = EncryptionKey: keyType=16 keyBytes (hex dump)=
0000: 9B B5 0E FB 8F 49 64 8F 32 31 10 AE 6E A8 BA 80 .....Id.21..n...
0010: C4 16 45 4A 92 34 A1 02
Forwardable Ticket false
Forwarded Ticket false
Proxiable Ticket false
Proxy Ticket false
Postdated Ticket false
Renewable Ticket false
Initial Ticket false
Auth Time = Thu Dec 18 15:20:02 IST 2003
Start Time = Thu Dec 18 15:20:02 IST 2003
End Time = Fri Dec 19 01:20:02 IST 2003
Renew Till = Null
Client Addresses clientAddresses[0] = /10.3.1.110
GSSClient... Getting client credentialsFound ticket for [email protected] to go to krbtgt/[email protected] expiring on Fri Dec 19 01:20:02 IST 2003
GSSClient... GSSManager creating security context
GSSClient... Sending token to server over secure contextEntered Krb5Context.initSecContext with state=STATE_NEW
Found ticket for [email protected] to go to krbtgt/[email protected] expiring on Fri Dec 19 01:20:02 IST 2003
Service ticket not found in the subject
Credentials acquireServiceCreds: same realm
CksumType: sun.security.krb5.internal.crypto.RsaMd5CksumTypeKrbException: KDC has no support for encryption type (14)
at sun.security.krb5.internal.crypto.p.a(DashoA6275:58)
at sun.security.krb5.EncryptedData.<init>(DashoA6275:84)
at sun.security.krb5.KrbApReq.b(DashoA6275:438)
at sun.security.krb5.KrbApReq.a(DashoA6275:211)
at sun.security.krb5.KrbApReq.<init>(DashoA6275:172)
at sun.security.krb5.KrbTgsReq.a(DashoA6275:319)
at sun.security.krb5.KrbTgsReq.<init>(DashoA6275:166)
at sun.security.krb5.KrbTgsReq.<init>(DashoA6275:87)
at sun.security.krb5.internal.az.a(DashoA6275:289)
at sun.security.krb5.internal.az.a(DashoA6275:106)
at sun.security.krb5.Credentials.acquireServiceCreds(DashoA6275:490)
at sun.security.jgss.krb5.Krb5Context.initSecContext(Krb5Context.java:580)
at sun.security.jgss.GSSContextImpl.initSecContext(GSSContextImpl.java:213)
at sun.security.jgss.GSSContextImpl.initSecContext(GSSContextImpl.java:158)
at GSSClient.run(GSSClient.java:184)
at java.security.AccessController.doPrivileged(Native Method)
at javax.security.auth.Subject.doAs(Subject.java:320)
at GSSClient.login(GSSClient.java:124)
at GSSClient.main(GSSClient.java:63)
GSSClient... GSS Exception No valid credentials provided (Mechanism level: KDC has no support for encryption type (14))after to getting context
Client authentication deined..
If i dosnt do kinit it work fine
Cheers
Harsh Ahuja

I think you do have a ticket in your subject, problem is that they ar'nt readable by suns core librarys. Sun seems to lack suport for des3-cbc-sha1. Try creating tickets with des-cbc-crc.
wikm@empusa:~$ klist -a
Credentials cache: FILE:/tmp/krb5cc_1001
Principal: [email protected]
Cache version: 4
Server: krbtgt/[email protected]
Ticket etype: des-cbc-crc, kvno 1
Auth time: Dec 22 15:31:03 2003
End time: Dec 23 01:31:03 2003
Ticket flags: initial
Addresses: IPv4:130.237.95.15
Server: [email protected]
Ticket etype: des-cbc-crc, kvno 2
Auth time: Dec 22 15:31:03 2003
End time: Dec 23 01:31:03 2003
Ticket flags:
Addresses: IPv4:130.237.95.15
/ Mikael

Service Ticket - Project Management Add-on

Background: We currently offer a third party e-commerce solution for our clients called Four51. Four51 is integrated into our SAPB1 platform. We provide comprehensive print managment and marketing fulfillment programs for medium and large sized organizations. ( We have 20 associates and about 6MM in sales - size perspective )
1st Problem: In support of about 100 e-commerce sites for our end clients we receive multiple help desk request daily. We have found the B1 core does not quite fit the need to track help desk service request etc....
2nd Problem: In addition to the help desk service ticket issue....we also have a scheduling requirement for our ebusiness group. Example: we have 4 site builds....I need to be able to track the estimated FTE hours to build 4 sites and then benchmark against project completed and actual FTE hours deployed.
Sought solution: Is there a SAPB1 Add-on that will handle help desk service request...and project scheduling....integrated of course to my Business Partner data in B1.....and provide reporting etc....
If there is not an Add-on is there a software solution that is recommended. Any recommendations or information would be very helpful.

Hello Dan,
have a look at the ProjectManagement-Addon Solution from german partner MARINGO. (www.maringo.de)
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Problem with getting a service ticket - ignoring host name?

Hello,
I've been struggling with this for several weeks on and off. The latest issue I have, is that when I try to obtain a service ticket it replaces the hostname I use with the ip address of the server. This then results in a 'Server not found in Kerberos database' exception.
    public static void main(String args[]) {
        try {
            org.ietf.jgss.Oid[] desiredMechs = new org.ietf.jgss.Oid[1];
            desiredMechs[0] = new org.ietf.jgss.Oid("1.2.840.113554.1.2.2");
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Entered Krb5Context.initSecContext with state=STATE_NEW
Service ticket not found in the subject
Credentials acquireServiceCreds: same realmUsing builtin default etypes for default_tgs_enctypes
default etypes for default_tgs_enctypes: 3 1 23 16 17.
CksumType: sun.security.krb5.internal.crypto.RsaMd5CksumType
EType: sun.security.krb5.internal.crypto.ArcFourHmacEType
KrbKdcReq send: kdc=labad2.lab2k.net UDP:88, timeout=30000, number of retries =3, #bytes=1276
KDCCommunication: kdc=labad2.lab2k.net UDP:88, timeout=30000,Attempt =1, #bytes=1276
KrbKdcReq send: #bytes read=92
KrbKdcReq send: #bytes read=92
KDCRep: init() encoding tag is 126 req type is 13
KRBError:         sTime is Mon Jul 26 12:07:34 EDT 2010 1280160454000
         suSec is 65057
         error code is 7
         error Message is Server not found in Kerberos database
         realm is LAB2K.NET
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KrbException: Server not found in Kerberos database (7)Thanks - Bryan.

Your DNS server should have an entry for this host name in its reverse lookup table.
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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( ).
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 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.

Category field in Service Ticket

Hi all,
CRM 5.0 ICWC
How/where can we see the categroy field in the ICWC service ticket.
Scenario : e mail service ticket will have category E-mail and Telephonic call service ticket will have TEL as the categroy .
CRM Online has the Category filed in the Service ticket transaction type Header.
Please help!
Full marks for good answer!
Regards
Raj

Hi Micha ,
I was able to add category to my Z_CRM_IC BSP application,now i have the runtime repository also defined for this .
I am currently trying out this
SrvTHead.htm
-->BTActivity ->BTHeader.htm
<crmic:dropdownListBox
id = "category"
width = "100%"
table = "<%= BTCATEGORY %>"
nameOfKeyColumn = "CATEGORY"
nameOfValueColumn = "TXT30"
selection = "//BTActivity/Category"
disabled = "<%= BTActivity->GET_I_CATEGORY( ) %>" />
it throws process errors:
Method "GET_I_CATEGORY" is unknown or PROTECTED or PRIVATE.
any suggestions.
Regards
Raj

New Fields on Service Ticket

Hi Folks
We are currently working on CRM 4.0. We have a new requirement where I need to add new fields to the Service Ticket. I added the new fields using EEWB and it works perfectly on SAP GUI. Now I need to add those new fields on CRM Webclient also.
On the Service Ticket screen on webclient, we have a pusbutton. Upon clicking that button, a new pop up page will open which was a page created using 'Pages with Flow Logic'. Can you please explain the process to add my custom fields on this pop up page which were created using EEWB?
I tried to create Context Node in that Page. But I couldn't create it.
Any help would be highly appreciated.
Thanks
Hari

Hi Hari,
If you want to process ticket fields within the CRM 4.0 IC WebClient, I do not think it is a good idea to use an extra page with flow-logic. I suppose that the server will execute the extra page with flow-logic in a new HTTP session: which means that the changes that you do in memory in one session are not available to the other one, until you actually save changes to the DB. Only way to exchange data between IC WebClient and page with flow-logic would be on the client side, via javascript. Additionally, I would not recommend using popups, unless you manage to get them modal (i.e. they stay on top). Otherwise they tend to disappear behind the IC WebClient.
I would suggest to remain within SAP's MVC design-pattern: Either you manage to show those new fields directly on SrvtHead.htm, and then it is just a matter to make the context node available, on which you have added the EEWB fields, or you create a new view to display only those fields separately (for example Z1_CRM_IC/SrvTSurvey) ; but this means some definition work in the runtime repository.
You need to perform declaration of new objects in the runtime repository:
- create a new page fragment (in my example: Z1_CRM_IC/SrvTSurvey) that you add in a redefinition of CRM_IC_All_Viewsets_wo_BUPA_and_Main.xml
e.g.
<ViewSet id="Z1_CRM_IC/SrvTSurveySet">
<ViewArea id="SrvTSurvey" views="Z1_CRM_IC/SrvTSurvey"/>
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e.g.
<NavigationalLink name="SrvTHeadToSrvTSurvey">
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FM for getting the Service Ticket Details

Hi Group,
I have a requirement wherein, I need to get the Service Ticket(s) for the system when I pass the Status of the Service Ticket.
The query is like:
Import -> Passing the Status of the Ticket (like : Assigned/Closed/Resolved ).
Export-> Get the details of all the Service Tickets whose status is mentioned in the
 Import Parameter..
So please let me know of the FM/BAPI to achieve this task.
thanks in advance.
Regards,
Amit.

Hi Amit,
You can use FM
'CRM_SERVICE_PROCESSES_SEARCH'
Here in 'Export' Parameter:: STATUS specify the status required
Parameter: FROM and TO for dates.
and collect the result from Import parameter: BUSINESS_PROCESSES_LIST
Best Regards,
Pratik Patel
Reward with Points!

Multiple ICWC sessions resulting in lost service ticket data

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