Requirement in Service Ticket Search based on Notes

Hi All,
We have a requirement in CRM for searching the service tickets based on the notes(additional notes) added to the order(say Service Tickets).
Is there any class/method existing in the current system or how do we handle it?
Please suggest your valuable inputs.
Any experience on this using TREX search will be highly appreciable.
Thanks,
Mohan.

All,
Please let me know how GENIL class can be used for service ticket search based on notes.
Thanks and Regards,
Mohan

Similar Messages

Service Ticket Search based on Notes

Hi All,
We have a requirement in CRM for searching the service tickets based on the notes(additional notes) added to the order(say Service Tickets).
Is there any class/method existing in the current system or how do we handle it?
Please suggest your valuable inputs.
Any experience on this using TREX search will be highly appreciable.
Thanks,
Mohan.

Hello Mohan,
My experience is that unless you are using the new Enterprise Search feature in CRM 7.0, you will need to create a new BADI definition for CRM_SAF_KB. But with CRM 7.0, you can simply use Enterprise Search to search against all CRM objects including service tickets.
Best regards,
John

Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.

I am trying to connect to SharePoint in my Office 365 environment by following https://support.office.com/article/Set-up-the-SharePoint-Online-Management-Shell-environment-7b931221-63e2-45cc-9ebc-30e042f17e2c and I am getting:
Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.
Is there some setting I need to change on the O365 side? Thanks.

Hi,
Based on your description, my understanding is that you want connect SharePoint Online using PowerShell.
Please make sure that the following software is installed.
Windows Management Framework 3.0
SharePoint Online Management Shell
And then, open the SharePoint Online Management Shell and use the Script below to test
whether it works.
$User = "[username]@[tenant].onmicrosoft.com"
$Pass = "[password]"
$creds = New-Object System.Management.Automation.PSCredential($User,(ConvertTo-SecureString $Pass -AsPlainText -Force));
Connect-SPOService -Url https://[tenant]-admin.sharepoint.com -Credential $creds
Get-SPOSite
More information:
http://blog.falchionconsulting.com/index.php/2013/01/using-powershell-to-manage-sharepoint-2013-online/
Thanks,
Dennis Guo
TechNet Community Support
Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact
[email protected]
Dennis Guo
TechNet Community Support

Service Ticket: Search using Inbox & My Worklist in IC WebClient

Dear Gurus,
When I create a Service Ticket in the IC WebClient in CRM 5.0 and save it, the system generates a Transaction Number which I can then search for by using Interaction History, Inbox and My Worklist.
When I search using Interaction History, I select the relevant Service Ticket and the system takes me to an Interaction Record, and from there I can navigate to the correct Service Ticket.
When I search using Inbox, the system takes me to a Service Order, which I do not believe is correct.
When I search using My Worklist, the system also takes me to a Service Order, which I do not believe is correct.
Any recommendations?
Rgs,
Alan

Hi
You can search service ticket from inbox ideally by entering the object ID in the agent inbox or you can also search for service tickets in interaction record which is an activity transaction type if you maintain the copy control for service ticket from interaction record then you can search for service ticket through the interaction record as well.
refer to best practice link for the service ticket custimiseing settings for icwebelient
http://help.sap.com/bp_crmv250/CRM_DE/index.htm
Reward points if helpful
Regards
Dinaker vikas

Service order search based on IBASE is not working

Hi All,
I am facing one Issue in CRM web ui..when we search service order based on the referenced installed base id it's not returning the proper result..if we have multiple service orders for the IBASE id it's returning only few values some times even though if we have service order associated with IBASE id it's not returning any value..
I am guessing it's returning wrong result..
I wanted to check which logic has been written for this search result or is it using any search help table.. Could you please help me where we can find the logic written for this search criteria..
Please find the screen shot for your reference..I appreciate your help in advance..
Thanks,
Susan.

Hello,
I found the following:
If you fill someting in the fields REFOBJ_IBASE, this value is being converted into a GUID internally
This happens in function CRM_BSP_OIC_1O_SEARCH_FROM_RF
So you have to make sure that the search field REFOBJ_IBASE points towards the field CRMD_SRV_REFOBJ~GUID_OBJECT ( via table CRMC_REPDY )
And even then I have the impression it only works when you only fill the Ibase in the order. When you fill the component there is a different GUID.
In my case I found out it is even more complex, so I will need to create my own search field (extend search structure )
Regards,
Erwin

Escalation process in Service Ticket based on the Priority,DueDate & Status

Hi Experts,
What is the standard way of Escalation process in SAP CRM Service Ticket management based on the Priority, Due Date and Status together. SLA can be usde with Service Ticket ?
Based on the status, priority and due date/Time, how can I re-assign the ticket and send mail to the specific responsible employee or department to work on the ticket.
Thanks
Shaik Chand

Hi Chand,
pls check this below link ..
http://help.sap.com/saphelp_sm40/helpdata/en/ec/7c83dc4ded11d5992600508b6b8b11/content.htm
Regards,
Raghu

Listening to Service ticket creation event

Hi,
I have a requirement to check the ticket details and populate one field as per the ticket details. This operation has to be done on the below scenario.
u2022 A service ticket is generated and already has a property confirmed
u2022 A property(iObject) is confirmed for a new service ticket
u2022 The property(iObject) is changed on the service ticket
u2022 The service ticket is saved .
We can handle the scenario 2 and 3 from UI. But I do not know how to handle the scenario 1 i.e. whenever a service ticket is generated. Is there an event which gets raised whenever a service ticket is generated ?
For scenario 4, I am planning to invoke the required operation in the save button code which is available in UI. But when agent ends call, then also the service order gets saved. Is there a way I can invoke my code just before save ?
Regards,
Manas.
Edited by: manas sahoo on Aug 6, 2008 9:44 AM

Hello Manas,
Check if this suggestions may help you.
For scenario 1, you can check method IP_INBOUNDPLUG of your service ticket controller class. Maybe there you'll understand if a new bol entity for the service ticket was created or not.
For scenario 4, you can use ORDER_SAVE badi. This BADI was 3 methods to manipulate a document before you saving it. See it to check if any of those three can help you.
Kind regards.
Bruno

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.

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

What does it mean if my location services are turned on, but not working?

What does it mean if my location services are turned on, but not working? It has always worked before. It is turned on in Settings but when I try to use an app that requires location services, it says they are not on, and the little arrow is not appearing at the top of the screen.

thank you...I tried this immediately after noticing but to no avail. I thought the phone died but I kept seeing the light on so I googled some things and it says it may be watered damaged and I'm not sure how.

BW-CRM - Business Content Data Source for Service Ticket

We are setting up BW for CRM. We want to analyze data related to Service Ticket. I am trying to find Business Content Data Sources for Service Ticket. I could not find any thing under Interaction Center Delivered analytics. I appreciate if any of you BW Experts can guide me in the right direction. Thanks for your help in advance. I am using RSA6 to look into delivered Data Sources

Hi Nilesh,
Thanks for the update.
I can enhance 0HRPOSITION_ATTR to include Number of hours per month & Number of Hours per Week (WKAVG & MOVAG).
My last question is which object (Employee,Position,Job) do i need to enhance
for PA0007: WOSTD( Hours per week) - It will be used to calculate STAFF FTE
Thanks for the help

Auto-open 'Completed' Service ticket based on tracking text in email...

When sending out e-mails we embed a so called tracking number into the end of the e-mail text saying something like:
DO NOT DELETE ***
Ticket No. [[1234567]]
DO NOT DELETE ***
This is pretty common, I believe, and how this is achieved is documented in a number of places.
However, if a client responds to an old email containing a tracking number then the e-mail is attached to a 'Completed' service ticket, but the agent responsible will not be aware of this as it might not show in their Inbox.
An agent regularly tracks new e-mails so will pick up on this, but then has to re-open the service ticket before the agent responsible (ususally another agent) can see it and respond.
What I would like to achieve is to automatically have ERMS re-open the service ticket that the new e-mail is assigned to. In this way the agent responsible will be notified immediately and there is no manual intervention required, as such.
Has anyone done anything like this before?.
With regards
Gary King
Edited by: Gary King on Nov 17, 2009 5:03 PM

Hi Gary,
We have done something very similar to this. Here is how we achieved it:
1. Create your own class using the standard Action Handling classes as a guide (you can find these in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Service). You need to use Interface IF_CRM_ERMS_SERVICE.
You can retreive the Service Ticket number from the Fact Base as follows:
service_manager->factbase->get_by_xpath( '/parts/context/stkt/number/text()' )
You then just need to get the guid and run the following two function modules to update the status of the Service Ticket and save:
CRM_STATUS_CHANGE_EXTERN_OW
CRM_STATUS_SAVE_OW
2. In SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Services create your own custom Service with Service Type Action Handling and reference the Class you created.
3. in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Repository under Context ERMS add a new Action and enter the Action Service ID created previously.
4. Amend your default ERMS rule policy in the Rule Modeller, and add a new rule with the new Action based on any conditions you want to use.
5. Before testing first run program CRM_ERMS_REGEN_RULES to regenerate your rule policy (you need to do this if the repository is changed)
Hope this helps,
Sam

Inbox Search:Locking Service Ticket Categories,Priority & Status for update

Hello Gurus,
If I create a Service Ticket and save it, I get the transaction number and then can search for the Service Ticket using either the Interaction History or the Inbox.
If I search using the Interaction History, I get taken to the Interaction Record which I am ok with (would be better if it took me straight back to the Service Ticket though), but can navigate to the Service Ticket where I can update the Categories, Priority and Status.
If I search using the Inbox, I go straight back to the Service Ticket and the Categories, Priority and Status are Greyed out and I cannot update the Service Ticket. This for me is a problem as the Agents will need to update the Categories as well as the Priority and Status.
Please would somebody assist me with this.
Thanks in advance,
Alan

Hi Allen,
Now there could be only two reasons
1. check for the bsp_wd_workbench transaction, launch crm_is and go to the viewset SRVTHEAD
open the code SrvTHead.htm and check for the
"change button = true" (it may not be exactly this as i'm not on system rgt now .
2. Check for the role authorization , i think the user you are logging from does not have the create and change authorization for the service ticket .This can be rectified by the basis person just ask him to provide you with the concern role for the business transactions you would require .
I'm sure this will resolve you issue.
Regards
Raj

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

How to check Category is filled or not in Service ticket?

I have requirement to check the category field (CAT_GUID) is filled with value or not.
I would like to check this category field in the Badi zOrderSave of service ticket.
How I can accomplish this issue?
Your reply is appreciated.
Banu

Hi Banu,
I understood that you have to check Category field.
Please, "se"nd m"e an "e"mail" with a print screen highlighting the information that u need.
caiqueescaler hotmail com
Regards,
Caíque Escaler
Edited by: Caíque Escaler on Jun 23, 2010 8:34 PM

Requirement in Service Ticket Search based on Notes

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