Routing Service tickets using Rule Modeler

Hi experts,
We plan to use Rule Modeler for routing Service tickets created in Interaction center.
But, I am not aware of how it can be done. Could you let me know how this can be done?
Thanks & Regards,
Raj

Hi Raj
There is an "Escalate" button on the Service ticket. If you are planning to use that then heres how to configure routing using rules policy:
Business Role: IC_Manager
1. Open search in the rule modeler, select the context ID ORDER and start the search.
2. Select the policy DEFAULT and configure it to meet your business requirements by creating rules and assigning relevant conditions and actions.
To create your own policy.
IMG > Customer Relationship Management --> E-Mail Response Management System --> Service Manager --> Define Service Manager Profiles.
To forward to an organization, use the object type "O".
I hope this helps
Regards
Rupesh

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Hi Aravind,
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Hi everybody.
what's "automatic routing"?
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DATA:
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Please suggest how to create parent child relation. The code for creating the subjects in the ticket is pasted below for reference.

Hi Thomas,
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Hope this helps!
Thanks and Regards,
Rohit
Edited by: rohit raturi on Jul 28, 2008 9:26 AM

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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.
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Hi Allen,
Now there could be only two reasons
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Hi Experts,
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Steps to use Classification w service tickets- No categorization schema

I have been searching SAP help & SDN but no luck figuring what steps I need to do to use the classification in the Service Ticket.
1. I used the category modeler to create a 2 level schema.
1a. schema assigned to busines activity ticket in application area, parameter = subject profile, Value = ZACT00002.
1b. status is released
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2 I assigned the DEFAULT categorization profile to my IC profile (has service allowed to 4 levels)
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No categorization schema assigned to application area (BUS_ACTIVITY, SUBJECT_PROFILE, ZACT00002)
& go to service ticket, the classification field is still empty.
Would appreciate if someone could tell me what I am missing.
Edited by: Glenn Michaels on Feb 12, 2008 2:34 AM

Hi Glenn
The Status of the Schema should be active. You can set a Date & Time From (and To) which the schema is valid for.
Normally the default from date is set for 24 hours time, which means you wait till the schema is active before you test, however you can change this, I usually set it to 10 minutes in the future.
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If you get stuck further, drop another hit.
Good Luck.
Arden.
Reward with points if helpful

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i integer;
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xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:ns0="
http://xmlns.oracle.com/TestWS">
<env:Body>
<ns0:TestWSProcessRequest>
<ns0:input>abc</ns0:input>
</ns0:TestWSProcessRequest>
</env:Body>
</env:Envelope>
/* the BPEL process name is TestWS */
http_req:= utl_http.begin_request
( 'http://hostname:7777/orabpel/default/TestWS/1.0'
, 'POST'
, 'HTTP/1.1'
utl_http.set_header(http_req, 'Content-Type', 'text/xml');
utl_http.set_header(http_req, 'Content-Length', length(soap_request));
utl_http.set_header(http_req, 'SOAPAction', 'process');
utl_http.write_text(http_req, soap_request);
http_resp:= utl_http.get_response(http_req);
utl_http.read_text(http_resp, soap_respond);
utl_http.end_response(http_resp);
resp:= XMLType.createXML(soap_respond);
resp:= resp.extract('/soap:Envelope/soap:Body/child::node()',
'xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"');
helpStr := '';
i:=0;
loop
helpStr := helpStr || substr(soap_respond,1+ i*255,250);
i:= i+1;
if i*250> length(soap_respond)
then
exit;
end if;
end loop;
return helpStr;
END;

Automation of service ticket creation using RFC

Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
Approach:
The workflow will have a method(custom enhancement) that updates a custom table in ECC.
We(CRM) have to develop a RFC function module to read the data from ECC and update it in the custom table of CRM.
we have to create a program to loop the data from custom table and create a service order/ticket by using a function module.
As of now the process looked good.
1. But we don't see any link between the record in the custom table and service ticket generated. we cannot compare the service ticket and from which record it generated?
2. After using RFC we read the data into CRM custom table. How do we compare both the tables and delete the ECC table as soon as the CRM tables is updated?
3. when the service ticket failed to generate we should update the field in the custom table (CRM), the number of failures
Please help me .....Suggest me if there are any other approaches?

For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
For question #2, John Burton wrote an article in CRM expert a few years back that explains this concept well. The email coming into the agent inbox doesn't create the ticket until processed but his article explains how it can and give and auto repsonse to the sender with the ticket number attached.

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

How to use AND and OR Combinations for a Rule in Rule Modeler of ERMS

Hi Experts,
When we are defining rules in the Rule Policy, we need to create a condition which uses a combinations of AND and OR.
But the standard Rule Modeler of ERMS is allowing us to create conditions either using all AND or with all OR options.
Is there anyway that we can define rules in the Rule Modeler using both AND and OR combinations at the same time.
Regards,
NIloufer

A variant is a very specific LabVIEW datatype (really a C++ type object internally) and trying to pass that to a function, which excepts a flat memory pointer there, for sure will crash very quickly.
As to endianess, yes Unflatten will be able to adjust for endianess, which in this case however is most likely exectly NOT what you want. So make sure that the you select native type for the endianess input on Unflatten from String. LabVIEW internally works with whatever is the native endianess, as will most likely your C++ DLL. The platform independent big endian format does only come into play when you receive data streams over some streaming interface like a network connection. Here it is desirable to use an endian format that is independent from the actual platform that generates and consumes the data stream. LabVIEWs default endianes is big endian here.
But as long as you pass data directly to native components like DLLs there is no difference in endianess between what LabVIEW uses and what those components use.
Rolf Kalbermatter
CIT Engineering Netherlands
a division of Test & Measurement Solutions

Routing Service tickets using Rule Modeler

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