Problem in Service ticket

Question

HI all,
Iam are working on CRM version 5.0, CIC webclient support package 07,
we are creating a employee help desk scenario profile,for which have created a new profile by copying the standard "help desk" profile . while we creating a service ticket for an existing employee there are fields(T.Code SE80 for Web Client) called <b>REASONS</b> and <b>SUBJECT</b> in the header overview of service ticket(work space area).
where in the <b>Reason field</b> we are having some standard fields in the drop down as follows
Regular Activity
Advertising and campaign
campaign .....etc.
And in <b>Subject field</b> also we are having some standard fields in drop down like
leakage
rupture/tear
overheating...etc
now we want to replace the values in the drop down box of
<b>SUBJECT/REASON</b> with the fields suggested by our client.
Could you please help me out where can I configure these settings.Kindly help me out for building this scenario.
Quick response is highly appreciated.
Thanks in advance

Answer 1

Hi Ravi,
To do this kind of configuration in the normal IMG customizing, the Catalog does not need to be copied or changed, and I think this is the only place you normally should get error messages within the configuration if you try to copy or change. All other levels (for instance code groups profile) should allow you to define your own settings.
In short, underneath the existing Catalog, you define your own Code Groups with corresponding Codes, your own code group profile and subject profile and this subject profile you assign to your transaction.  That way you don´t really need to touch any SAP predelivered settings. Each catalog can have a number of different code group profiles etc. assigned to it, so the original ones can stay in, you only add the new ones and then change the assignment of subject profile to the transaction to make the transaction show other values in the dropdown list when you maintain it in the interaction center.
Regards, Lorna