Record assigned entry different for service requests and incidents

Hi
I've noticed something recently when using/implementing service manager that the record assignment formats are different depending on if you are assigning an incident or service request.
For example when assigning an incident the record assignment shows the display names of the user being assigned (eg the incident is assigned to Joe Bloggs) however for a service request it shows as assigned to domain\jbloggs.
Is there any reason for the difference between the 2 and can it be standardised as we use the work item action log to send assignment notifications to the affected users and while it's great for incidents it doesn't look good for service requests

Unfortunately, this is just a text property and this different behaviour is hard-coded into SCSM and cannot be changed. Different people worked on the IR and SR forms and there are many inconsistencies. You could try raising a support case for it I suppose
but I would not think it likely to be changed.
Rob Ford scsmnz.net
Cireson www.cireson.com
For a free SCSM 2012 Notify Analyst app click
here

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Create a view - Service Requests and Incidents

Hi all,
I have a Service Manager 2012 environment that has gone through an in-place upgrade from SCSM 2010.
In the SCSM 2010 environment, Service Requests were implemented by extending the Incident class with an attribute that would denote whether the work item was an Incident or a Service Request.
In SCSM 2012 I would like to create a view that would combine the SCSM 2010 "Service Requests" with SCSM 2012 Service Requests.
Is it possible to create a Type Projection that performs the job of an SQL UNION statement? If I was doing this in SQL, I'd be writing a query similar to the following:
Select *
From ServiceRequestDim
Union Select *
From IncidentDim
Where ServiceRequestType = 'Service Request'
(Obviously, some mapping of attributes between the two class types would be needed...and perhaps that's the reason why a type projection of this sort would not be possible...)
An alternate approach - attack this from the Work Item class. It's trivial to create a view that contains Service Requests and Incidents - just set your criteria to be: ID begins with 'SR' or ID begins with 'IR'. Unfortunately, that criteria
returns all Incidents, and I only want the Incidents that have the attribute ServiceRequestType = 'Service Request'. Is it possible to create a Type Projection starting with the Work Item type that employs criteria from child classes?

Work Item is an abstract class, and can't be extended for implementation reasons.
i think Anders has understated the difficulty of combining these views: this is a bit like saying "show me all the orange things, given this bucket of cats and this bucket of fruit" yes, they are both "orange", but fur is not the same
as fruit rind; they're not the same "orange".
the 2010 Service Request implementation was never intended to be a serious use case (i assume you're talking about the SCSM Service Request demo implementation on codeplex), it was intended
to be a demo of what you could do with the form and object interfaces.
The solution here should be simple, convince your client that their solution has been replaced by a newer, better version, Resolve Close and then deprecate these requests, and start reporting only the new type requests. these are history, and dirty data,
and should be ignored.

Record count is different for Full load and Init with data transfer

Hi all,
We have a data source for which delta is enabled on Calendar Day.
If I run the full load record count is 2670.But If I run the delta record count is 2665.5 records are missing.
Would you please help on this.Why those records are missing.

Hi,
Actually for Full Load say you have 50 records. When you run it will upload 50 records.
Now if you run delta if there is no records changes it wouldnt update because there is no update in the existing records.
only delta is done when there is changes in the records.

Rule- Based Assignment of Employees in Service Request

Hi Expert,
Please provide step by step guide instructions for rule based in assignment of Employees for service request.
Thanks
Best Regards

This blog should cover your needs: http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/18067. [original link is broken] [original link is broken] [original link is broken]
Regards.

Pricing procedure for Service PO and Service Entry Sheet

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Can the same pricing procedure be used for Service PO and Service Entry Sheet? What is the purpose of creating a seperate pricing procedure for service entry sheet?
Regards
Soumen

There is no separate pricing procedure for Service Entry Sheet. Whatever the schema is determined in Service PO, the price is calcuated during service entry sheet. However you can maintain separate calculation schema for service purchase orders.
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How do I set-up my Dataset to pull data for Service Requests for a report

I am using SQL Server 2012 Report Builder 3.0.
I have my Data Source added - DWDataMart
I want to build my Dataset to query and find a very specific item. Basically I am creating a daily report that will show what each "team" or Support Group (AD Object) Closed that day. He also wants the ability to open it by date, so if he misses
a day he can get it later.
I am totally new to this report building and only got this far by following a guide on a blog, but he used incident Reports in his example, and I do not know what objects to query for service requests.
Thanks for any information you can provide.

First, you will need to get the support group ID's in the warehouse before you can run reports for them. I found that putting these queries in their own stored procedure was a better path.
select IR.IncidentTierQueuesId, IR.IncidentTierQueuesValue
from dbo.IncidentTierQueues as IR
where IR.IncidentTierQueuesId != 0
select SR.ServiceRequestSupportGroupId, SR.ServiceRequestSupportGroupValue
from dbo.ServiceRequestSupportGroup as SR
where sr.ServiceRequestSupportGroupId != 0
Enter the the support group ID's into your work item query.
Incident information is in dbo.IncidentDim and Service Requests are found in dbo.ServiceRequestDim. Both incidents and service requests link to relationship data through dbo.WorkItemDim. You can INNER JOIN on BaseManagedEntityId to link the incident
or service request to the workitem entry and from there to the Assigned Users, Affected Users, or Affected Configuration Items. Each relationship has it's own separate fact views.
If you poke about in the tables, you will find it pretty easy to pull back all sorts of information from the data warehouse.

SLA for service request\service order without create a service contract

Hello Experts,
We are using CRM 7
Is there a possibility to determine SLA for service request\service order without create a service contract?
We have defined:
1. Trasaction Code: CRMD_SERV_SLA- Response Profile / Response Times
2. In Customizing we have defined our date profile with the relevant duration
3. In Customizing for transaction types we defined SLA Prof. Det. Proc= IT000001
4. we assign the Service Profile and Response Profile to BP (from "service levels" block) .
Everthing seems ok but the SLA time is not determined automatically.
Hope you can help me out.
Thanks,
Tal

Hi Tal Tal
Your steps are correct and i hope you did these too
a) In the SLA determination procedure ,you have defined the access sequence for service product item or org
b) If service product item ,take any service product for ex INVESTIGATION assign the two Service and response profile in the service tab
c) if org the above two profiles can be assigned to org attributes.
d) In my opinion the date profile you should have assigned it to item category as I think the SLA date calculation is done at the item level
e) You should assign the SLA det prof to the transaction type in the service process business category - customizing header.
f) when you create a transaction type sla dates will be determined as follows
    a) you have to enter service product entered in the item ,then dates will be visible,and also if your access sequence is based on service product,the respons profile and service profile will be determined.
    b) if you have given indicators as all these three "category,priority,codes' in your response profile, then you have to enter all three and then hit enter
   c) After hitting enter,the response profile determined above,will use the above 3 inputs of category,priority etc and determine the duration times ,which should be maintained in your date profile.hence the durations determined will be used in the dates calculation.
Let me know if you have any other questions.

Difference between ICSS service request and stanadard service order srvo

Hi All,
Is there any difference between ICSS servicerequest and standard service order srvo. can i use SRVO directly in ICSS instead of ICSS service request.
Please provide some inputs.
Thanks,
Priya

Hi Priya,
Yes, there are differences (major) between the ICSS Service Request and a standard CRM Service Order.
A service request in ICSS is basically a query to ask for a specific service when they cannot resolve the problem on-line using other tools such as FAQ's or the solution search. Service requests can be linked to both registered and non-registered products and installed bases. Contracts that cover the requested service will be searched for and warranties can be validated as well. Appointment scheduling for a requested service can be set up as well.
That is about the extent.
True end-to-end service order processing is realized only in the CRM Service Order. Here you can plan the service, execute and bill for a service. You can maintain items (which cannot be done in a service request) such as spare parts, triggering of availability checks, pricing, credit checks, etc... The system will create a sales order for sales related items, thus executing on order to cash back-end business processes.
As you can see they are very different.
ICSS does not support true SAP CRM service order processing thus you cannot use this standard order type in ICSS.
Deb

Difference between service request and service order

hi all,
What is the differnce between service request and service order? when to use what?
Thanks
Raghav

Service Order -> "You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service."
Service Request -> "You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.
Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery."
Taken from http://help.sap.com/
Rg,
Harshit

I am trying to open a service request and the site does not work.

I am trying to open a service request and the site does not work with ANY browser. I get the page https://getsupport.apple.com/GetParts.action which says "Send in for service. We just need a little more information." The continue button does not work. I've seen this problem before trying to file support requests. It's as if Apple simply does not want you to create requests.

I just went through several screens and had no problems. Try clearing your browser's cache and/or history.

SRVR(Service Request) and SRVO(Service Order) are not appearing in IC_Agent

Dear friends,
We are planning to implement Service Requests and Service Orders in CRM 7.0 Interaction Center
The Service Transactions(Service Order/Service Request) are available in 'Service Professional' business role but not available in 'IC_AGENT' role.
The things i have observed
1. Without the channel the Transaction Type was not appearing in SAP GUI (CRMD_ORDER)
2. Even after maintaining the Channels the BUS2000223 (Service Request) did not appear in CRMD_ORDER but the SRVO- Service Order transaction type appeared.(BUS2000116 Service Process)
3. Have maintained the SRVO and SRVR transaction types as dependent transaction types in the 'Business Transaction Profile'; still when clieck on the Service Request or Service Order create I am getting the below error
'No transaction type is available for creating a transaction'
Below is the diagnosis
Diagnosis
No transaction type is available when creating a transaction. This can be due to the following reasons:
No transaction type is available according to Customizing
The user has no authorization for the transaction type
System Response
It is not possible to create the transaction.
Procedure
Make sure that:
The transaction type is set up in Customizing
The user has authorization for the transaction type
Can you please guide me where the actual issue is
Regards
Raj

Hi Raj,
As per your quarries and requirement please go through the link, it will help you in understandable way
http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C35_CRM701_BB_ConfigGuide_EN_XX.doc
Please reward points,
Cheers,
Sunil

Use Sign.xml and Encrypt.xml for both request AND response within WSDL?

Hi,
ALSB: 2.6
I was wandering if it's possible to use abstract outof the box WS-Policy file within WSDL file to specify encryption
(Encrypt.xml) and digital signature(Sign.xml) with X509 for both request and response???
So far, it only works for either request or response BUT not both. i.e. within WSDL file
.....
<wsdl:binding name="DexService2Soap" type="tns:DexService2Soap">
    <soap:binding transport="http://schemas.xmlsoap.org/soap/http" style="document" />
    <wsdl:operation name="Message">
            <soap:operation soapAction="urn:moe:dex:dexservice:2.0.0/Message" style="document" />
                          <wsdl:input>
                           
                         <wsp:Policy>
                                        <wsp:PolicyReference URI="policy:Sign.xml"/>
                                        <wsp:PolicyReference URI="policy:Encrypt.xml"/>
                                   </wsp:Policy>
                                 <soap:body use="literal" />
                           </wsdl:input>
                         <wsdl:output>
                              <soap:body use="literal" />
                           </wsdl:output>
    </wsdl:operation>
</wsdl:binding>
           Or

<wsdl:binding name="DexService2Soap" type="tns:DexService2Soap">
    <soap:binding transport="http://schemas.xmlsoap.org/soap/http" style="document" />
    <wsdl:operation name="Message">
            <soap:operation soapAction="urn:moe:dex:dexservice:2.0.0/Message" style="document" />
                          <wsdl:input>
                                 <soap:body use="literal" />
                           </wsdl:input>
                         <wsdl:output>
                                   
                                   <wsp:Policy>
                                        <wsp:PolicyReference URI="policy:Sign.xml"/>
                                        <wsp:PolicyReference URI="policy:Encrypt.xml"/>
                                   </wsp:Policy>
                              <soap:body use="literal" />
                           </wsdl:output>
    </wsdl:operation>
</wsdl:binding>
But not both

<wsdl:binding name="DexService2Soap" type="tns:DexService2Soap">
    <soap:binding transport="http://schemas.xmlsoap.org/soap/http" style="document" />
    <wsdl:operation name="Message">
            <soap:operation soapAction="urn:moe:dex:dexservice:2.0.0/Message" style="document" />
                          <wsdl:input>
                                    
                                   <wsp:Policy>
                                        <wsp:PolicyReference URI="policy:Sign.xml"/>
                                        <wsp:PolicyReference URI="policy:Encrypt.xml"/>
                                   </wsp:Policy>
                                 <soap:body use="literal" />
                           </wsdl:input>
                         <wsdl:output>
                                   
                                   <wsp:Policy>
                                        <wsp:PolicyReference URI="policy:Sign.xml"/>
                                        <wsp:PolicyReference URI="policy:Encrypt.xml"/>
                                   </wsp:Policy>
                              <soap:body use="literal" />
                           </wsdl:output>
    </wsdl:operation>
</wsdl:binding>
...      Instead, I got error message like
<15/01/2008 10:15:04 AM NZDT> <Error> <ALSB Security> <BEA-387023> <An error ocurred during web service security inbound response processing [error-code: Fault
, message-id: 3917705281899426819-4368b1eb.117762cff6e.-7fdb, proxy: DexServiceX509-Stub/Proxy Services/DexServiceX509-ProxyService, operation: Message]
--- Error message:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"><soapenv:Header/><soapenv:Body><soapenv:Fault><faultcode>soapenv:Server</faultcode>
<faultstring>Failed to get token for tokenType: http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-x509-token-profile-1.0#X509v3</faultstring></soapenv:Fa
ult></soapenv:Body></soapenv:Envelope>
weblogic.xml.crypto.wss.WSSecurityException: Failed to get token for tokenType: http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-x509-token-profile-1.0#
X509v3
at weblogic.xml.crypto.wss.SecurityBuilderImpl.addEncryption(SecurityBuilderImpl.java:308)
at weblogic.wsee.security.wss.SecurityPolicyDriver.processConfidentiality(SecurityPolicyDriver.java:280)
at weblogic.wsee.security.wss.SecurityPolicyDriver.processOutbound(SecurityPolicyDriver.java:75)
at weblogic.wsee.security.wss.SecurityPolicyDriver.processOutbound(SecurityPolicyDriver.java:64)
at weblogic.wsee.security.WssServerHandler.processOutbound(WssServerHandler.java:86)
Truncated. see log file for complete stacktrace
>
<15/01/2008 10:15:24 AM NZDT> <Error> <com.bea.weblogic.kernel> <000000> <Failed to build CertPath
java.security.cert.CertPathBuilderException: [Security:090603]The certificate chain is invalid because it could not be completed. The trusted CAs did not inclu
de CN=x509,OU=x509,O=x509,L=Wellington,ST=Wellington,C=NZ.
at weblogic.security.providers.pk.WebLogicCertPathProviderRuntimeImpl$JDKCertPathBuilder.engineBuild(WebLogicCertPathProviderRuntimeImpl.java:669)
at java.security.cert.CertPathBuilder.build(CertPathBuilder.java:194)
at com.bea.common.security.internal.legacy.service.CertPathBuilderImpl$CertPathBuilderProviderImpl.build(CertPathBuilderImpl.java:67)
at com.bea.common.security.internal.service.CertPathBuilderServiceImpl.build(CertPathBuilderServiceImpl.java:86)
at jrockit.reflect.VirtualNativeMethodInvoker.invoke(Ljava.lang.Object;[Ljava.lang.Object;)Ljava.lang.Object;(Unknown Source)
        Truncated. see log file for complete stacktrace
>
<15/01/2008 10:15:24 AM NZDT> <Error> <ALSB Security> <BEA-387022> <An error ocurred during web service security inbound request processing [error-code: Fault,
message-id: 3917705281899426819-4368b1eb.117762cff6e.-7fd8, proxy: DexServiceX509-Stub/Proxy Services/DexServiceX509-ProxyService, operation: null]
--- Error message:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"><soapenv:Header/><soapenv:Body><soapenv:Fault xmlns:wsse="http://docs.oasis-open.or
g/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"><faultcode>wsse:InvalidSecurityToken</faultcode><faultstring>Security token failed to validate. weblo
gic.xml.crypto.wss.SecurityTokenValidateResult@3c5347b[status: false][msg [
Version: V1
Subject: CN=x509, OU=x509, O=x509, L=Wellington, ST=Wellington, C=NZ
Signature Algorithm: MD5withRSA, OID = 1.2.840.113549.1.1.4
Key: Sun RSA public key, 1024 bits
modulus: 13052787793731294943682394984664645854838424340012907077330623....
The 'System Error Handler' from 'Invocation Trace' in ALSB test console is something like
[pre]
$fault:
<con:fault xmlns:con="http://www.bea.com/wli/sb/context">
     <con:errorCode>BEA-386201</con:errorCode>
     <con:reason>
          A web service security fault
          occurred[{http://schemas.xmlsoap.org/soap/envelope/}Server][Failed
          to get token for tokenType:
          http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-x509-token-profile-1.0#X509v3]
     </con:reason>
     <con:details>
          <err:WebServiceSecurityFault
               xmlns:err="http://www.bea.com/wli/sb/errors">
               <err:faultcode
                    xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/">
                    soapenv:Server
               </err:faultcode>
               <err:faultstring>
                    Failed to get token for tokenType:
                    http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-x509-token-profile-1.0#X509v3
               </err:faultstring>
          </err:WebServiceSecurityFault>
     </con:details>
     <con:location>
          <con:path>response-pipeline</con:path>
     </con:location>
</con:fault>
So is this a feature not supported in ALSB 2.6 yet or am I missing something dead simple?
Thanks in advance
Sam

Instead of specifying policies for input and output separately you could place the policy reference only once in the operation element. Maybe will this solve your problem...
http://e-docs.bea.com/alsb/docs26/security/ws_policy.html#wp1061166

Problem in opening 'Find Service Request' and 'Create Service Request' HTML forms

Hi,
I am working on creating some date for EBS Service, and I am unable to open 'Find Service Request' and 'Create Service Request' HTML forms.
I keep getting the error message :
Oracle error - 20001: ORA-20001: APP-FND-02902: Multi-Org profile option is required. Please set either MO: Security Profile or MO: Operating Unit profile option. has been detected in MO_GLOBAL_INIT.
I have min knowledge of EBS set up and configuration. We just use EBS as a source system for our ETLs. Please suggest any workaround to get resolve the issue.
Thanks,
Kishore

Navigate to System Administrator responsibility > Profile > System. Search for the profile MO: Operating Unit and under responsibility field, put in the responsibility name you are using for creating the service request, click OK and enter the desired operating unit value in the next window. It pulls up all operating units defined and you can chose the desired one.
Thanks
Shree

Service request and information request

This may be the basic question.
But what will happen for the service request and information request.
Information request is getting created as service order what will be the process in ecc
ICSS service request, what will be the process in ecc. is this should be esnt to ecc seperatly or service order can be created in crm.
PRiya

thanks

Escalation Action for Service Request Management

Gurus
I am using action profile for Service request management in SAP 7.0.
I want to know what this particular condition IT_INCIDENT_ESCALATION does?
Also what needs to be the process parameters for this?
It has processing type as Method Call with method- escalation
Thanks
Tarang

Hi John,
Good Morning.
I have a question on what are the benifits of smart value help in CRM 7.0. We have upgraded our system and didnt achieve the true functionality of smart value help.
Ex - We entered country as 'US' in Country field and entered C* in Region field. I could see all regions starting with C* in the smart value help. It is not filtering based on the country selected. It should show me only regions which are in US and starts with C.
Is this a limitation. F4 helps works perfectly. I think we are missing some notes here.
Appreciate your feedback.
Regards,
Ch Deepthi.

Record assigned entry different for service requests and incidents

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