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.

Similar Messages

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

How to generat multiple invoices based on per employee/contractor/services?

Hello Experts / Dina,
I am in situation where customer is in business of body shopping and charges to his final customer based on individual invoice / per employee /contracor & customer services. This was happening in legacy system but after the implementation of Oracle Project costing and Oracle Project billing, customer is not able to generate invoices per employee services. Rather consolidated invoices are getting generated.
How to achieve this functionality in oracle project billing?
Lets take example - On Project P1 for customer ABC, 3 below employees are working on different task for 3 months.
Now after one month employees have been billed as shown below.
Emp 1 - 1000 USD - for 100 Hrs
Emp 2 - 2000 USD - for 200 Hrs
Emp 3 - 1000 USD - for 50 hrs
Now @ end of the month when invoice is getting generated is 1 invoice including 3 lines of amount total 4000 USD. There is problem; customer wants that there should be 3 different invoices per employee shoud generated based on above mentiond 3 diff lines for customer ABC.
I guess with oracle projects billing - You can split the invoice based on Accrue through date ( which is not possible in this case ) and agreement ( which is also not possible in this case ) and different currency ( which is again not possible in this case) - I may be wrong when saying it is not possible. plz correct me if I am wrong.
even I guess billing extension wont work. So is there any way to achive this?
Right now only option i am thinking is let single invoice of 4000 USD with 3 different lines should pass to AR and while priniting the invoice customer can create 3 diff prints which includes individual lines. and while applying receipts on the single invoice in the system, customer can apply the receipts to indivual lines.
but I am not sure about AUDIT issues.. Can some one think about any AUDIT issues comes to this approch or issues with TAX rounding amount issues ?
Infact I would like to solve this issue with the help of Oracle Projects billing and not with custom invoice print program. I guess someone from you experts can figure it out to generate muiltple invoice based on employees / suppliers / contractors / materials etc.
A suggestion on Extension / customization / seeded functionality of Oracle Project billing on thi issue would be gr8 help.
Please help.
Thanks
Edited by: oracle_samba on Jan 7, 2013 1:06 AM
Edited by: oracle_samba on Jan 7, 2013 1:07 AM

Hi Dina,
First of all thanks for your update :-) Your solution looks much promising.
I thought of using billing extension but rejected on the ground that I would end up in generating events based on employee for their corsponding billig amounts so finally generating a consolidated invoice only in One GDI run. But what i was missing was pre-processing extension and running the extention in loop based on employee count.
I am fully sure business would not have any issues of auto approving and releasing invoice upon generation. But my question is "is it possible to just approve the invoice & not release it using auto approve and release extension?" The reason is I think when GDI runs it only deletes Unapproved invoice & spare Approve invoices. - So please suggest.
Also please validate my understanding about your solution with an existing example -
As with the current example, there are 3 EMP presents so need to run GDI 3 times and develop pre-processing ext in a such a way that at each time it will put on hold on all the billable items except EMP1, and EMP2 and EMP3 on each consecutive run respectivly. And ensure that Auto Approve and release extension should be used in order to avoid overriding previously generated invoice? Am I right ?
Many Many thanks for solution !!!
Regards,
:-)

How to enhance Rule-based Employee assignment

Hi,
we would like to enhance the Rule-based Employee assignment with additional Attributes from the BP Organisational Data.
Does anyone know, what we need to do?
Cheers,
D.H.

Hello!
You can maintain Conditions and Actions within the Rule-Modeler. Here there is a context to maintain Rule-Policies related to the Business-Partner.
Have you already checked the attributes you can use for the Conditions? To my knowledge there are many attributes you can use and have also several options within the actions (not only assigning/removing the Employee, but also Partner-Functions, etc.).
BTW: The rule-based assignment can be triggered manually by the user within the account/contact overview page, or via scheduled batch program. (Report: CRM_BUPA_ASSIGN_EMPLOYEE)
Best regards
Arno

Catalog for ITSM service requests

Guys,
Short question as I could not find the answer on the SAP site:
Does anyone know if the webshop or catalog solution from CRM is available for the IT service management functionality of the CRM suite. Meaning, can employees create service requests based on catalog items, or is this self-service functionality only supported by input fields?
Kind Regards,
Skander

Hi
SAP Offers ICSS - Internet Customer Self Service functionality.
The Product Catalog is used in Installed Base Management, Request Management, Service Contracts and Product Registration.
Following link will be useful for the same:-
http://help.sap.com/saphelp_crm60/helpdata/fr/9f/86283fd0ca8443e10000000a114084/content.htm
Hope this will be useful
Regards

How to Create Service request to notify the customer

Hi All,
Could u please tell me the which function module is used for Create Service request to (SAP-CRM) notify the customer

Hi Prajit,
I have an assignment to create customized service request, for submitting user access request by using service desk, this template which i need to create different from the Standered one, which created by SMRQ (i guess).
As far as i know from diff forum, when we submit an request order, internally system create service request for each approved item line.
My requirement to just create below request (template), so user can submit access request by using Solman service desk (service request).
Please help me.

Create a view - All Service Requests that contain a Completed Review Activity

In the Service Manager 2012 console, is it possible to create a view that displays Service Requests, with the view criteria being something like as follows:
Service Request status is In Progress
Service Request contains a Review Activity where the Review Activity status is In Progress
My intent is to provide a way for Service Desk Operators to be able to identify requests that are ready for implementation.
From what I'm seeing in the console, this sort of view is not possible as it appears that any view criteria must be derived from the view's target class.

Nothing like a bit of thread necromancy in the morning.
It turns out the solution to this question was quite straight forward (once you know where to look...)
The trick is creating a view based on one of the Service Request combination classes rather than the basic class itself, and then rephrasing my requirement after realising that what I was really after was a view containing Requests that have an In Progress
Manual Activity.
So...open the console, go to Work Items, right click on
Service Request Fulfillment and select Create View
On the General tab, give your view a name and select a Management in which it will be stored.
On the Criteria tab, click Browse to select a specific object class. Change the
Frequently used basic classes filter to Combination classes then enter 'Service Request' in the filter field.
Pick the Service Request and Activity class.
Now when configuring the criteria, you'll notice a little arrow next to the
Service Request class. Click on this arrow to expand the node, and select the
Contains Activity class.
Under the Available properties box, enter 'Status' in the search field. In my environment, I got two Status fields. Each corresponds to a specific Activity class. Select both of them and click
Add.
One of the Criteria will look like 'Contains Activity[Activity]Status'. Keep this one and delete the other from the Criteria box. Change the value to 'Completed'
While we're at it, select the Service Request class and add a criteria for the Service Request Status = 'In Progress'.
Click on the Display tab and select whatever fields you want to display in this view. Click
OK to save this view.
Now go to the Administration workspace and select the
Management Packs node. Export your management pack that contains your view and open the management pack in a text file viewer. Notepad++ works for me...
First search for the string that you used to name your view. It will be found towards the bottom of the MP in a DisplayString element in the LanguagePacks XML element. This element will have an ElementID.
Select the ElementID and search the entire file for this string. You want the instance that resides within a Presentation | Views | View element. From this point, scroll down until you get to a Criteria element. Within the Criteria element you will find
the two Expressions that were entered via the GUI. One of the Expressions corresponds to the Service Request.Status=In Progress criteria, the other corresponds to the Activity.Status=In Progress criteria. We will be changing the Activity criteria so that it
explicitly refers to a Manual Activity.
Identify the Expression that has the Property containing the string 'System.WorkItemContainsActivity'. We will be changing the TypeConstraint attribute of this criteria.
In this line, Replace the string 'System.WorkItem.Activity' with 'System.WorkItem.Activity.ManualActivity'
Save this file and import the management pack into SCSM

Responsible employee according to categories in service request

Hello Experts
I am trying to set employee responsible based on the category selected in the service request.Is there any way to configure it?

Hi Rashmi,
Prerequisite is, the responsible service team is determined based on the category selected.
The employee responsible will be determined only if the service team is determined properly based on the category selected.
Assigned the employees to the position in org model.
Create partner function(14) with access sequence 009, and maintain the org determination rule AC10000258 in access sequence. The first employee assigned to service team in org model will be displayed as employee responsible in transaction header level by deault, if you want to change the employee responsible in service request, you need to select the check box in parties involved assignment block in Service request, main partner column for the employee.
Regards,
Maddy

Restrict search access of Service requests based on service team

Hi,
We have the below requirement in our client to restrict the search of the service requests based on the service team.
Requirement
A user can only search / display the service requests which are assigned to his queue.(Partner Function --> Service team)
Can you please suggest if we have a standard authorization object by means of which we can achieve this.
Can you please help us on priority on this. Reward points would be awarded for helpful answers
Thanks,
Vamsi.

Hello Vamsi
I redefined the method EH_ONSEARCH_BTN of component BT116S_SRVO/ADVANCEDSP. Because i used this in service order. you can same method of Service request component.
Use can call method insert_selection_param of class cl_crm_bol_dquery_service
to set the SERVICE_ORG parameter with value of Employee's service org.
Regards
Naresh

Auto Assignement of Service Request to Engineers in CRMOD

Hi all,
We have a requirment where client wants us to do Auto Assignement of Service Request to engineers based upon the availibility and workload of engineer.
For Example: If there are XX number of SR assigned to Engineer1 , then assign the new SR to Engineer2
Also if the Engineer 2 has no bandwidth then assign it to Engineer 3
Could you help me with some workaround for this in OD. Or if there any partner product who provides this functionality
Thanks & Regards,
Suchita

I have done this using Web Services / Java applying it to Team Member assignments for Opportunity. It would be a 90% plus fit that would have to be modified to apply to SRs. The rules are configurable by users as the rules are stored in a custom object in CRM On Demand. It is pretty slick and has been in production for about a year. It is a high volume client in a multi-tenent environment.
You can write any rules that you want and the most used rules are the ones that balance work load across users that have the same role (round robin assignments). There are other rules that assign by availability based on the calendar, shifts, skills, etc. the sky is the limit.
To create a new rule type requires writing a new method in java and adding the rule to the custom object. It is very flexible and extendable. The customer that is using it is extremely pleased with it.
Edited by: eSteege on Aug 8, 2012 10:58 PM

Creation of service request based on an event in ECC

Hello,
I want to create service request based on an event in ECC HR. For e.g. events can be employee leaving, Absence for longer period etc.
Is there a standard way of doing this ? If so could you please let me know the process/steps.
Regards

Adding a BOL entity and binding it with the main parent node entity will give access to the main BOL. Using which, we can traverse to the required object using GET_RELATED_ENTITY and change the respective attributes.

Assign Service Request Owner on creation?

Hi,
On almost all record types the owner field is filled with the name of the logged person as default value. But on the service request this field has no default value. It's blank with a look up in order to select a user to assign the SR. I'd like to have the name of the logged person as default value on creation.
When I got to the aministration of this field I don't have access to create a default value or a validation rule.
So has anyone an idea how I could get to a solution for the cration of the SRs?
Cheers myriam

Hi,
Go to your role definition -> Step 4 (Privileges) and ensure the option "Advanced Field Management - Set up advanced field management features such as advanced default values and custom field validation " is turned on
Then you would be able to see those options (May have to log off and login). To set the logged in user as the default user, use the function LoginId() in post default of Owner By Id field to do it (It assigns only after saving the record)
-- Venky CRMIT

Org determination based on category in service request.

Hello All,
In CRM 7.0, I need to default Orgazation based on the service request category selected.
Any one worked on such a scenario and let me know how this can be achived ?
Regards
Shan

Hello,
Thanks .
Managed to do with custom class and assigned to service ID AH_SRV_REQ_RT_GP. It working fine.
Regards
Shan

Best Practice Employee Self-service based on ECC 6.0

Hello,
Where do I find info about best-practice installation for Employee Self-service based on ECC 6.0?
I only seem to find info about older versions that are not valid anymore.
Regards,
Fredrik

Fredrik,
Please check this
http://help.sap.com/saphelp_erp2005/helpdata/en/f6/263359f8c14ef98384ae7a2becd156/frameset.htm
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/webcontent/uuid/a0b47200-9c6d-2910-afa6-810c12eb7eb3
Hope this helps.
Have a great weekend
Cheers,
Sandeep Tudumu

Using Decision Service for existing rules based on Java Fact

Hello
According The BPEL Process Manager developers guid (10.1.3.1) page 18-28 if we want to call existing ruleset from BPEL that it's based on java facts . We should write RL function and convert xml data into java and assert the facts and after retrieving the result we should set the data from java types into xml types. From BPEL we should call this function
But I have question : We know that rules based on java facts has better performance than xml facts , Instead of Using Decicion Service , we have writen java function and run ruleset and then we have exposed this as a webservice and invoke it from BPEL.
What is the performance difference if we use this way instead of Decision Services?

Thank you ralf
So I want to write an RL Function and call my ruleset (based on my Java facts) from this RL Function and then Call this RL Function from BPEL decicion services.
I have problem : I want to generate XSD that match with my JavaFact A . How can I easily create XSD from my java fact class.? I saw http://technology.amis.nl/blog/?p=3221 that shows how we can create xsd from Java classes . I could generate XSD from Java class A by the recommended method.
I have Class A that contains member B as an array of objects (C) , My problem is that When I import generated xsd into rule Author it's generated JAXB class does not generate member B as an array of class(C)
Is there any way that I can modify class A into JAXB compatible class and generate xsd file from it's JAXB class .
I don't know JAXB specification and I do not know how JAXB works.I want easily generate JAXB class form my java class A and then retrieve corresponding xsd from it .
Can I do such thing?

Rule- Based Assignment of Employees in Service Request

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