Restricting Reason Codes

Hi,
Is there any way you can restrict reason codes for use only by supervisors in UCCX8?,
ie they do not appear on the global reason code list for the agents, yet the supervisor can select a particular code (not visible to the agents in CAD) when required?
Many Thanks,

You could set up a seperate workflow for the Supervisors and put the reason codes in it the "workflow group list" leaving them out of the global list. I believe that would be the simplest way to accomplish this.

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    Hi FI Gurus,
    When we are received or making payment to customer or vendor, sometimes we need to clear the invoice by receiving or making payments with small differences through residual payment. Is there any control for limiting residual payment.
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    sales       cr  1000
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    Hi Lawerance,
    Thanks for reply.
    But I am looking for amount adjusted through residual with reason code. I dont think there is any limitation or control in the SPRO standard setting. Tolerance is preventing user to post document for more than a specific amount. But my question is something different.
    I want to control the user for adjusting amount from residual tab with selecting reason code. In other words user should not adjust more than some limit with residual payment by selecting reason codes. Thanks.
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    Procedure
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    Ur reply was a gr8 help for me.
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  • Clearing Payment to a G/L account set up in Reason Code

    I am having a problem posting an overpayment/underpayment to a G/L account using a reason code. What I am attempting to do is, using F-28, have the remainder of an underpayment post to a G/L account attached to the reason codes. What I need to have work is that in F-28 I do not want to have to enter any data on what the residual amount is, it should just take whatever is not paid and apply it to the G/L account tied to the reason code.  I have set 3 new reason codes in OBBE to test different possibilities with the checkboxes in that transaction, and have attached each of the reason codes to accounts using OBXL. What is happening now is that when I enter a short pay amount for an invoice and I enter a reason code in the RCd field in the residual tab - I hit save and it seems to try to attach the remaining amount to an account that is currently tied to a blank reason code in our setup in OBXL. I would think that since I am placing a code in the RCD field, that it would use the account tied to that. I have also tried to use the reason code field below, but encounter the same results or, with one of my codes that has the "charge off difference via separate account" checkbox checked, it will not allow that code in that field below.
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  • Is there a way to hide some reason codes in dispute management without deleting?

    Within SAP Dispute management (UDM_DISPUTE) we would like to remove some of the available reason codes in the drop down on the search screen and available to assign drop down, but not physically delete them.  Is there a way to do this? 
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    Hello Stephen,
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  • Error: Reason codes with automatic charge-off are not permitted here(F-28)

    Hi All
    I creted a reason code in obxl t-code and assigned a gl code in OBXL transaction code, But when I am trying to clear a payment with reason code in F-28, System is throwing the following error..Can some one tell me why i am getting this error?
    Reason codes with automatic charge-off are not permitted here
    Message no. F5605
    Diagnosis
    The reason code entered is designed to ensure that the payment difference amount is posted to an account specially set up for this purpose.  Postings of this nature usually require additional specifications (e.g. tax code, business area). If the difference stems from a single open item, the necessary specifications can be taken from that item. In the case that led to this error message, however, the difference does not stem soley from one item, which means that this method cannot be used.
    System Response
    The reason code entered is not accepted.
    Procedure
    You can either select a different reason code, which would create a new open item for the customer or vendor OR write off the difference using the function Charge off diff.. This function either takes you into a pre-configured account assignment model or into the document overview. From here you can enter the required difference postings.

    Hi Venkata,
    It seems while entering the payment (partial payment / residual items) ... you are clearing multiple items with differences. (e.g. if the difference amount is $30, then may the difference consists of two invoices underpaid by $15 each). In this scenario, F-28 doesn't know which additional account assignment fields should be picked up ... hence the error.
    First of all, to validate that this indeed is the case, try clearing a payment with the same reason code where difference can be attributed to a single invoice. If you still get an error, then there is some other problem.
    Then, to take care of a the business scenario where the difference can indeed be due to multiple documents, select "charge off difference" option and create an entry to post the difference as necessary.
    HTH,
    Manish Patel
    Sr. SAP Solutions Consultant

  • Incoming Payment with Underpayment/Overpayment in F-28 with reason code

    Hi All,
    While making a incoming payment with overpayment / underpayment in F-28, I am getting an error u2018Reason codes with automatic charge-off are not permitted here u2018. The reason code is defined with charge off checked and the account for differences is defined for the same.
    Please advice
    Thanks

    Please check "Indicator: Charge off difference via separate account" in reason code settings (TCode OBBE). If this indicator is set against the reason code that you are using, you will getting the error.
    What you can do is either use different reason code or in residual items tab you can specify the reason code with residual items.
    Thanks,
    Sukhbold
    Edited by: Sukhbold Altanbat on Oct 13, 2011 7:47 AM

  • Reason code SE is not defined

    I have created credit memo request in VA01.
    i have generate biling documnet (credit memo) VF01 but accounting document not generate.
    it is giving error message when i am trying to release manuvally.
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    Message no. F5596.
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    Thx
    k.Satish

    HI,
    In credit memo request VA02 mode please enter reason code for that document and then try to recreate credit memo..
    Because in your case reason code is mandatory and it is not maintained in credit memo request thats why it is not copied into creidt memo. So please maintain that and then check once agian...
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    sankar

  • IN SRM UI addon - how to restrict Tax code and purch. group drop down value

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  • Siebel CRM Reason Code Commands

    We are needing to enable some commands on the Cisco CTIOS Siebel connector and just not sure where they are enabled or edited at.
    We are using connecter provided by  CISCO for CTI between Siebel and CISCO. Connector provides the enabled command to Siebel that siebel can send as device command like "DeviceCommand = "ChangeNotReadyState"" using communication configuration DEF file.
    Currently we have business requirement:
    CTI agents can set their state to NOT READY on a click of button with reason code selected by the agents irrespective of there current state.
    We configured the button, but the button is enabled only when the device command "ChangeNotReadyState" is enabled. Can it be possible to enable this button always and we can are able to change agents state at CTIOS level(CISCO)? Can we send "ChangeNotReadyState" command to CISCO irrespective of agents current state
    Here is what we have done so far:
    We configured DEF according to ORACLE support recommendation  (ID 543337.1 listed below in this mail)
    RELEVANT PARTIAL DEF FILE:
    [Command:DSC_NOTREADY_POP_EXE]
       SubCommand_1 = "DSC_NOTREADY_NOPOPUP"
       SubCommand_2 = "DSC_NOTREADY_POPUP"
       SubCommand_3 = "CleanDashBoard"
       Comment      = "YQ8279: Add for Direct not ready Button Aug2012"
       Description  = "Not Ready"
       ExecuteAll   = "TRUE"
       Hidden       = "TRUE"
    [Command:DSC_NOTREADY_NOPOPUP]
       Comment       = "YQ8279: Add for Direct not ready Button Aug2012"
       Description   = "Not Ready"
       DeviceCommand = "ChangeNotReadyState"
       FilterSpec    = "[$GetCommandStatus(ChangeNotReadyState)]= 'Enabled'"
       Hidden        = "TRUE"
    [Command:DSC_NOTREADY_POPUP]
       Comment       = "YQ8279: Add for Direct not ready Button Aug2012"
       Description   = "Not Ready"
       DeviceCommand = "ChangeNotReadyState"
       FilterSpec    = "[$GetCommandStatus(ChangeNotReadyState)]= 'Enabled'"
       Hidden        = "TRUE"
       CmdData       = "PopupforReason"
       [CmdData:PopupforReason]
          Comment          = "YQ8279: Add for Direct not ready Button Aug2012"
          Param.ReasonCode = "[Name]"
          SelectApplet     = "Transfer Multiple LOV Popup Applet"
          SelectBusComp    = "List Of Values"
          SelectBusObj     = "List Of Values"
          SelectParam      = "TRUE"
          SelectQuerySpec  = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
          SelectTitle      = "Please select the reason for changing status to Not-Ready"
    So with above configuration suggested by oracle support we are sending "ChangeNotReadyState" device command twice in a manner so that it will be processed one after the other. But it is not happing, second command is not going through as its not enabled after Siebel issued it once. Please see below logs and highlights.
    SCOMM LOG: <In Time Context >
    ChangeNotReadyState Command is enabled  (status = 16)
    see image 1 on attached doc
    Now user applied the command once :
    See Image 2 on attached doc
    Now "ChangeNotReadyState" device command is disabled .
    Can we make it "ChangeNotReadyState" enabled via connecter always by making some registry setting or some setup.
    See image 3 on attached doc
    Oracle Support Suggestion:
    Not able to select Not Ready Reason Code [ID 543337.1]
    https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?_afrLoop=485718774714219&type=DOCUMENT&id=881215.1&displayIndex=4&_afrWindowMode=0&_adf.ctrl-state=dhq5nrae7_147
    Symptoms
    In the current production we are having some CTI agents facing problem with picking the AUX Codes (Reason Codes) when trying to change status for Not Ready.
    Some of the agents reported that they can NOT pick the reason codes ( probably the icon is disabled for some reason at some point of time). I tried to reproduce the problem, but not happened.
    Our objective is to not receive the call and make the agent click the AUX Code (Not Ready Reason Code).
    Cause
    Users were not able to pick the auxiliary code (reason code) at Siebel web client under using Genesys Gplus 7.0.000.1. Agent objective was to not receive the call and be able to click the AUX Code.
    During the operation of selecting an auxiliary code (aux code dialog open or not ready reason code applet) an incoming call reaches the agent before he decide which aux code to user not allowing selecting the reason code.
    The GPlus driver at this point did not receive the not ready command and is in ready state for this agent allowing new calls. 
    Solution
    Suggestion was to define first the not ready state for the GPlus with the default reason code = -1. Now agent is on a not ready state allowing enough time for agent to perform the selection.
    Then we can call another communications command that starts the popup for the LOV of aux codes.
    Here the agent will have enough time to pick the code with no more inbound calls.
    The device commands for the command group are as follow:
    [Command:NotReadyForGVoiceGroup]
       SubCommand_1 = "NotReadyForGVoiceStd"
       SubCommand_2 = "NotReadyForGVoiceAuxCode"
       SubCommand_99 = "NotReadyForGVoiceEnabler"
       Description   = "Set not redy for voice"
       Hidden        = "TRUE"
       ExecuteAll = "TRUE"
    [Command:NotReadyForGVoiceStd]
       Description   = "Set not ready for voice"
       DeviceCommand = "NotReady"
       Hidden        = "True"
       Title        = "Voice not Ready"
       CmdData       = "NotReadyAuxCode"
    [CmdData:NotReadyAuxCode]
       Param.ReasonCode               = "-1"   ; Check manual Gplus Adapter for Siebel 7—Deployment Guide page 241 for the value.
    [Command:NotReadyForGVoiceAuxCode]
       Description   = "Seçect Reason Code for Voice"
       DeviceCommand = "NotReady"
      FilterSpec    = "[$GetCommandStatus(NotReady)] = 'Enabled'"
       Hidden        = "True"
       HotKey        = "Alt+A"
       Title        = "Aux Mode"
       Profile       = "Gplus Voice1"
       CmdData       = "ReasonCodePopup"
       [CmdData:ReasonCodePopup]
          Param.ReasonCode               = "[Name]"
          Param.ReasonValue               = "[Value]"
          Param.StringAttributeExtensions = "ReasonCode,ReasonValue"
          SelectApplet                    = "Value Type Pick Applet"
          SelectBusComp                   = "List Of Values"
          SelectBusObj                    = "List Of Values"
          SelectParam                     = "TRUE"
          SelectQuerySpec                 = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
          SelectTitle                     = "Please select the reason for changing status to Not-Ready"

    Thanks for your response Cherilynn,
    You are correct for a vanilla agetn desktop.  However, if the agent has to become available to move from one aux reason to another, the agent may get a call in that process.  With customiization, we can allow changing from one aux code to another without having to make the agent ready.  Oracle suggested a solution but to do this, we need to enable and modify certain parameters within Cisco.  What we are trying to find out is where are these parameters set, ex:  AgentWorkMode and AgentWorkMode2, ChangeNotReadyState...
    ORACLE SUPPORT SR
    Not able to select Not Ready Reason Code [ID 543337.1]
    SymptomsIn the current production we are having some CTI agents facing problem with picking the AUX Codes (Reason Codes) when trying to change status for Not Ready.
    Some of the agents reported that they can NOT pick the reason codes ( probably the icon is disabled for some reason at some point of time). I tried to reproduce the problem, but not happened.
    Our objective is to not receive the call and make the agent click the AUX Code (Not Ready Reason Code).
    CauseUsers were not able to pick the auxiliary code (reason code) at Siebel web client under using Genesys Gplus 7.0.000.1. Agent objective was to not receive the call and be able to click the AUX Code.
    During the operation of selecting an auxiliary code (aux code dialog open or not ready reason code applet) an incoming call reaches the agent before he decide which aux code to user not allowing selecting the reason code.
    The GPlus driver at this point did not receive the not ready command and is in ready state for this agent allowing new calls.
    SolutionSuggestion was to define first the not ready state for the GPlus with the default reason code = -1. Now agent is on a not ready state allowing enough time for agent to perform the selection.
    Then we can call another communications command that starts the popup for the LOV of aux codes.
    Here the agent will have enough time to pick the code with no more inbound calls.
    The device commands for the command group are as follow:
    [Command:NotReadyForGVoiceGroup]
       SubCommand_1 = "NotReadyForGVoiceStd"
       SubCommand_2 = "NotReadyForGVoiceAuxCode"
       SubCommand_99 = "NotReadyForGVoiceEnabler"
       Description   = "Set not redy for voice"
       Hidden        = "TRUE"
       ExecuteAll = "TRUE"
    [Command:NotReadyForGVoiceStd]
       Description   = "Set not ready for voice"
       DeviceCommand = "NotReady"
       Hidden        = "True"
       Title        = "Voice not Ready"
       CmdData       = "NotReadyAuxCode"
    [CmdData:NotReadyAuxCode]
       Param.ReasonCode               = "-1"   ; Check manual Gplus Adapter for Siebel 7—Deployment Guide page 241 for the value.
    [Command:NotReadyForGVoiceAuxCode]
       Description   = "Seçect Reason Code for Voice"
       DeviceCommand = "NotReady"
      FilterSpec    = "[$GetCommandStatus(NotReady)] = 'Enabled'"
       Hidden        = "True"
       HotKey        = "Alt+A"
       Title        = "Aux Mode"
       Profile       = "Gplus Voice1"
       CmdData       = "ReasonCodePopup"
       [CmdData:ReasonCodePopup]
          Param.ReasonCode               = "[Name]"
          Param.ReasonValue               = "[Value]"
          Param.StringAttributeExtensions = "ReasonCode,ReasonValue"
          SelectApplet                    = "Value Type Pick Applet"
          SelectBusComp                   = "List Of Values"
          SelectBusObj                    = "List Of Values"
          SelectParam                     = "TRUE"
          SelectQuerySpec                 = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
          SelectTitle                     = "Please select the reason for changing status to Not-Ready"
    Regards,
    https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?_afrLoop=485718774714219&type=DOCUMENT&id=881215.1&displayIndex=4&_afrWindowMode=0&_adf.ctrl-state=dhq5nrae7_147

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