On Workflow completion in ECC create Service ticket in CRM

Hi Experts,
Our client requirement is to create service ticket in CRM on completion of work flow in R3 system.
Can anyone please advice me how to achieve the above requirement.
Thanks in advance
Kind Regards,
Veined.

Hello,
You may try to call an RFC FM in CRM from ECC as the last step in your WF.
Regards,
Sharif.

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Not able to create an Incident/Service ticket in CRM IC webclient

Hi,
I am trying to create an incident/create a service ticket in CRM IC Webclient.All the fileds are grayed out.
Can anyone tell me what could be the reason.

Hi Nirsanti,
Could you please check the user is having the following roles or not(Check in suo1).
SAP_CRM_UIU_IC_ITSDAGENT
SAP_CRM_UIU_FRAMEWORK
To create the indicent,user should be assigned to position which is having business role IC_ITSDAGENT(IT Service Desk Agent) to an organisational structure.Please let me know if you need any other help.
Best Regards,
Silpa.T

How to send Service Ticket from CRM to Solution Manager.

Hi all,
at present we are creating service tickets relevant to SAP operations in our CRM instance and we plan to continue to do so.
We also would like to forward these created service tickets to the Solution Manager Service Desk.
There is functionality in Solution Manager to bind into an external service desk. However I believe this is only really relevant to binding in another Solution Manager - in any case, there is seemingly very little documentation about this available.
Has anyone ever done this - sending service tickets from CRM to Solution Manager Service Desk? If so, could someone please let me know where I can find the documentation on that. Any help is much appreciated.
Cheers,
Wolfgang

Hi,
Use "Rule Modeler" for sending emails and also maintain "IF" condotions there.
Regards,
Ankush

Error while creating service tickets

Hi all,
we are facing the followin error when we try to create a service ticket in WEB UI.
Version CRM 7 with EhP1 installed.
Please find the error details
Context initialization failed in view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Initialization of view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER failed
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Cannot display view ICCMP_BTPARTNER/PartnerView of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_CRM_IC_JEXCEPTION - Exception CX_CRM_IC_JEXCEPTION occurred (program: CL_CRM_IC_MCM_SESSION_PROXY===CP, include: CL_CRM_IC_MCM_SESSION_PROXY===CM00C, line: 28).
Method: CL_CRM_IC_MCM_SESSION_PROXY=>GET_LOGON_STATUS
Source Text Row: 28
Initialization of view ICCMP_BTPARTNER/PartnerView of UI Component ICCMP_BTPARTNER failed
An exception has occurred Exception Class CX_BSP_WD_RUNTIME_ERROR - View ICCMP_BTPARTNER/PartnerTable in component ICCMP_BTPARTNER could not be bound
Method: CL_BSP_WD_VIEW_CONTROLLER=>BIND_VIEW
Source Text Row: 165
Cannot display view ICCMP_BTPARTNER/PartnerViewSet of UI Component ICCMP_BTPARTNER
An exception has occurred Exception Class CX_BSP_WD_RUNTIME_ERROR - View ICCMP_BTPARTNER/PartnerTable in component ICCMP_BTPARTNER could not be bound
Method: CL_BSP_WD_VIEW_CONTROLLER=>BIND_VIEW
Source Text Row: 165
Worker session error in session initialization (SAM_QUEUE NOT SET )
No categorization schema assigned to application
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.
Regards,
Saumya

Service Ticket in CRM 7.0

Hello,
We are upgarding CRM 5.0 to CRM 7.0. Client is using Service Ticket in IC Web Client in CRM 5.0. As part of the project, we don't want to migrate it to service request. We will continue using service ticket in 7.0 as well. But client wants to use WebUI screen for service ticket. I know that SAP does not provide any WebUI screen for Service Ticket. But I have noticed that when I click on service order link in CRM 7.0 IC Web, it is giving me a pop-up to select the document type. One of them is service ticket. I believe this behavior is because of the same business object type 'Service Process' for order and ticket. Can we just use this WebUI screen to maintain the service ticket? I also know that there are certain validations in the service ticket user interface. But, if the process works fine for our requirement, then can we use WebUI screen?
Please let me know as soon as possible.
Thank you,
Sapan Shah

Hello,
For the pricing error, if no pricing date required, please check of the pricing relevency at item category customizing setting under both transaction category BUS2000115 and BUS2000116.
For the UOM error, please check whether a base unit and sales unit for this dummy product are maintained and the organizational units used in the order are assigned.
Alternatively:
you can use the BADI: CRM_SERVICEPROD_BADI, there you can create your own implementation and change the default product investigation to your individual product.
I hope this could be helpful.
Best regards,
Maggie

How to upload Service Ticket in CRM

Hi Group,
I have a requirement to upload a bulk file consisting of all Service Ticket information into CRM system.
The file consists of details as under:
Category, subcategory , Service Ticket #, Issue classification , Status, Creation time and date, last updated info and etc.,
But, my concern is that, I could not find any BAPI for doing this upload of issues into the system. Nor I am not able to get any function module to get the place holders for all the above details into the System.
I would appriciate if you provide me with the details of some BAPI/ Function Module to achieve this task.
So please kindly provide your valuable answers on this.
thanks in advance.
Regards,
Vishnu.

As i suggested you have to use LSMW and use the IDocOption. In this case the IDOC mesage is CRMXIF_ORDER_SAVE_M
Then as you said you have a leagacy file , which you can specify in the LSMW steps and define the Mapping between the File fields and IDoc Segement fields.
And once this is done , the LSMW will take care of reading file and mapping and will create the Idoc . ONce that is done , the ALE Layer will pick this Idoc and carry the Inbound Processing ( calling FM IDOC_INPUT_CRMXIF_ORDER_SAVE_M ).
Hope this helps

Problem using BAPI to create Service Confirmation in CRM

Good afternoon all.
I have raised this is CRM forum too, just thought it best to ask the broader ABAP community the question too.
We are encountering a problem using a BAPI to create a transaction in CRM, specifically:
I am trying to create a Service Confirmation (BUS2000117) in a CRM system using the BAPI BAPI_BUSPROCESSND_CREATEMULTI.
The BAPI succeeds in creating the header of the transaction, but I cannot make the BAPI create any other data in the transaction such as partners or items.
Just want to be sure that I am not being foolish...has anyone succeeded in using this BAPI to create an error-free Service Confirmation?
Regards
Nick

I am going to pop this thread into General ABAP forum too.
Nick

I need some help to create service product in crm 2007

Hello everybody
I 'm new to crm 2007.
Now I met a problem.
Can somebody give me some advice. Thanks.
I want to write a programm to create service product.
But I don't know function modul which I can use.

Hi ,Garcia
Thanks for your reply.
I have tried that method,but met a error in sap function modul.
My crm's version is 2007.
Is there any othor method or fm?

How to create service order in CRM

Hi All,
Now I can create a service plan. I want to know how to create a service order in CRM. Then I can get service plan from solution manager side for testing. Could anyone tell me how to do that on system ICT/ICP?
Thanks a lot.

Hi Vincent,
If you are only talking about creating of service orders in SAP CRM, you can follow this path: [Create Service Orders|http://help.sap.com/saphelp_crm60/helpdata/en/1a/c697d376f24869a755dcf83bbbc9d2/frameset.htm]. This will tell you the overall process along with the items which are necessary to create service orders.
[Service Orders|http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm] will also give you a very comprehensive overview on Service Orders and its creation.
But I'm still not clear with the system details that you mentioned here. What is ICT/ICP? And what kind of Service Plan data are you expecting from Solution Manager? Is this a SAP CRM Setup for a Demo or are you show casing this solution for some mid-sized clients or customers?
Hope this helps.
Thanks,
Samantak.

Customer service ticketing threads

For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
Briefly here are the steps taken:
Set up User Roles
Set up a Workflow
Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
we're using a dedicated email address
we make sure the 'enable' box is checked
we've tried each of the options in the 'Automatically Assign Case' drop-down menu
all the fields are filled in correctly according to the KB article mentioned above
we've set up the autoresponder
we've also set up the CST System Email
Set up a Secure Zone
created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
the form's settings are in set to proper secure zone
we've tried setting the form to both use a workflow and not use a workflow in testing
When testing this setup
the user enters a subject and the issue, presses the 'send' button
the user gets an email confirmation
if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
Thanks for reading this long dissertation in trying to explain the circumstances and thanks for any help. It's much appreciated.

I''m not sure this can be done. You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form. Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
This won't work for inquiries coming directly for email. I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

Internal Order creation in ECC after creation of Service Contract in CRM

Hi,
I hv created Service Contract in CRM, but there is no internal order created referring this in ECC. Even no errors in CRM. What shall i chk for this.
rgds,
balu

Number range was changed in ECC for internal orders

Service Ticket - Categorization Schema (Codes, Catalogs, Code Groups)

I have a Categorization Schema (attached to a subject profile used as categorization for a service ticket in CRM 2007 IC)
BMW
--- 3 Series
--- 5 Series
--- Z4
Mercedes Benz
--- C Class
--- E Class
--- S Class
I have
Catalog - "Cars"
Code Group "BMW" with it's Codes (2, 5, Z4)
Code Group "Mercedes" with it's Codes (C, E, S)
When I create the Schema each node asks me for a Subject Code. In the dropdown I get 2,5,Z4, C, E, S.
How do I just get it to show the codes in the subject code dropdown relevant to either BMW or Mercedes?

Hi David,
I can easily relate to your concern as i was also involved with the same.
Actually category schema will always give you list of all the codes because there is no heirarchy maintained. Hence , it is a one time activity wherein you will have to select the particular codes from the list of all codes for your schema heirarchy.
I gave the description to my codes to make it simpler..
ie..category 4 for me reads -->Cars-BMW-Z4
--->cars-MZ-C
This is just a help so that you can easily reach your correct code from the list of codes to be assiogned for your category modeler
this is one of the most laborious tasks, although it can be imported and exported.
hope this helps
Thanks
Regards
Raj

Insert into duplicate entries--exception in service ticket scenario

Hi All,
I am facing small problem..
1. I have property field in service ticket component ICCMP_BTSHEAD.
2.I put some validations based on property .
3.when user clicks on create service ticket it will create service ticket with PROPERTY field filled up with some value.
if user clear that value and clicks enter
again if user enters the some value in field and click on save it leads to exceptions that is of type insert duplicates array..like that..
when i checked in debug....for the above procedure the service ticket guid is there in some internal table twice..
if i did nt dne the steps like above,..i.e with out making property field blank..then no duplicates..
can any body through some light on this?

OSS note resolved it

Service Ticket

Hi All,
When we create Service ticket, Item details will not displayed or it is not possible to add, can any one help me i am facing an error saying 0PR0 missing for the item. How to resolve this issue, <<text removed>>.
Cheers
Lingaraj M
Edited by: Lingaraj Mudiyappanavar on Oct 14, 2011 12:58 PM
Edited by: Matt on Oct 15, 2011 7:40 AM

Hello
At first sight, it seems like there is an error in the condition type calculation.
There is a flag in the pricing procedure customizing. Please check the last column in your pricing procedure customizing
where you have a dropdown listbox with possible values "Error" and "Mandatory". The default is "Error". If you change this, the message is not shown.
Best regards
Joaquin

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 ..

On Workflow completion in ECC create Service ticket in CRM

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