SAP CRM 5.0 - capturing iObject details in interaction Record - urgent

Hi every body,
Pl let me know how to capture iObject in Interaction Record, where to capture...is it standard functionality of SAP CRM 5.0. I am unable to find.
Reason I am asking is: I want to create service order as a follow-up from interaction record. In this service order I will add item level service products required for this ibase.
In Service Order there is a field to capture iObject ID, but I want this to be populated automatically when I create service order from interation record. Hence I need to know how and where to capture iObject in interation record. In case any OSS notes are there to be applied, let me know. In case development is required let me know.

Thanks Rekha
Your guidance has help me sovle this problem, changed the Determination Rule to 14000148 and this tested succesfully.
Many Thanks again - max points awarded.
Regards
Panduranga

Similar Messages

  • Can Web Service Consumption in SAP CRM 7.0 handle multiple records

    Hi All,
    I have a requirement where in I need to Consume a web service in SAP CRM. The response of the web service will have multiple records.
    My questions is will Web Service Consumption in SAP CRM 7.0 be able to handle these records in a popup or not.
    I would like to know whether it is feasible or not.
    Thanks,
    Deepika

    Hi Kavita,
    There is a standard column in UWL with name 'Sent Date'. Other functionalities in UWL for example deadline monitoring (Due date column) are based on this sent date. This shows an employee what was the date workitem was created (sent date) and when it will get escalated (due date). Displaying forwarding date in Sent date will not give clear picture to employee as the deadline will be calculated based on sent date only not based on forwarding date. this was just an example.
    even though if your client is insisting, i dont think it can be done without any enhancement in UWL web dynpro com sort of thing. you can check with your portal consultant too.
    Regards,
    Ibrahim

  • What is activity in SAP CRM  with examples plz?

    Dear All
       What is activity in SAP CRM  with examples plz?
    Thanks
    CRM Newbee

    Activities are explained in CR010 & CR300. It is a transaction type used to record sales activities e.g. telephone call, email or customer visit or a follow up call, request to fill up a questionnaire or request to set the status to complete etc. in customer/partner engagement lifecycle. This has mainly information like: Activity type partner, texts & dates. However it is an order document like opportunity, sales order etc. & extra information can be added by including customer set types like we do in opportunity, quotation, sales order, conttract etc.
    Activities are a central part of SAP CRM & used across application e.g. Interaction Center, Sales, Marketing etc.
    I hope this should be sufficient & helpful.
    If you need to understand more about basic concept of Activities please see the dropdown list for Activity types..this will give you a good idea as to what are the kinds of business transactions which can be activities.
    Regarding Quotation thing...Quotation is not an activity but 'Create Quotation' or 'Create Quotation as follow up to a lead or opportunity' can be an activity.
    Thanks,
    Vivek

  • Course WUS581 - Technical Details of SAP CRM Web UI

    I had the opportunity to attend 'WUS581 - Technical Details of SAP CRM Web UI' last month in Atlanta.  I understand it to have been the first time the course was offered in the US. 
    The course was great - here's a link to the official [description|https://training.sap.com/ca/en/course/wus581-wus581-tech-details-of-sap-crm-web-ui-classroom-095-us-en/] . I believe this was an adaptation of the material from the Deep Dive Series. I have to say, that it was pretty fast paced as well - you really need to keep up as much of the material built upon what was already taught. 
    The materials from the class are invaluable.  The labs were well done, and offered detailed solutions.  The labs were numerous, appropriate, and clean.  Most of the twenty exercises were cumulative.  I have since gone back to review some of the concepts, and the material stands well even outside of the classroom.
    This course has given me a much better understanding of the bigger picture.  While I have not come from a CRM or BSP background, I have been working with webUI on a CRM 7.0 based SAP Custom Development Solution, [Fund Raising Management|http://www.sap.com/services/portfolio/customdev/brochures/index.epx] for about half a year.  So, I had at least been exposed to the workbench and some concepts over the previous six months.  This course really helped me tie some things together.
    I just wanted to share my experience with the group...
    ...Mike

    Mike,
    I'm curious to find out how did you find out that the course you took was scheduled. The reason why I'm asking is that I didn't even know that SAP even offered the course in the US, so I would have tried to attend myself if I found out about in advance.
    Glad to see you recommended the course.  There isn't going to be much CRM related technical content at SAP Teched in Las Vegas this year,  however there may be at least one session attending (wink-wink), that's not listed yet.  I would still recommend that CRM development folks still attend teched, because there is plenty of great technical content that we can use regardless.
    Take care,
    Stephen

  • SAP CRM 7.0 Webclient - Product Identification (IBase or IObject)

    Dear SAP IC-Experts ,
    I am new in the configuration of the SAP Interaction Center (SAP CRM 7.0) and have a process orientated question.
    In my proyect the company is producing bathroom products which are installed in hotels, private homes, etc.. They sell their products via partner so they in most cases dont know where there products are installed until the end-user calls when they have a service problem. In the Interaction Center I have seen the Account and Product-identification Workcenter Page.
    1. My first question is do I have to use IBase or IObjects to save the proyects in the Database? If I understood correctly IObjects can only be used if I have a serial-number for example which are used for cars or laptops to be able to uniquely identifie a product. As Bathroom products does not have this this kind of identification number to identify a single object I have to use IBase right? Additionaly I the company sells for example 30 times a shower cabine to a hotel I can not use IObject too because there is installed 30 times the same product in different floors and hotel rooms. This leads me to the conclusion that we have to use IBase which leads my directly to the second question
    2. When using IObjects there is a Create-Button to create a new IOBject but this create button does not exists for a IBase in the View. When the end-user is calling me can I create in a very short time the installed base (IBase)? I hope I could make myself clear?
    Basically I need to know if using IBase or IObjects for bathroom products and if using IBase how can I create it quickly as an IC Agent when the client is calling?
    Best Regards
    Oliver

    Hello Oliver,
    Yes, you are correct. The IObject (individual object) is intended primarily for consumer-facing scenarios involving serialized registered products. For a B2B scenario where a company has a footprint of installed products (whether it be HVAC equipment, plumbing systems, faucets, etc.) it is probably preferrably to use the Installed Base object to model the installation.
    As you noticed, there is no native possibility to directly create new Installed Base hierachies from inside the Interaction Center directly (though there is an option for IObjects). The rationale here is that while a contact center agent would often register a new consumer product, they probably would not usually create new Installed Base hierarchies; rather this is something that, like creation of service contracts for example, is typically done by a Service Professional using the ServicePro role. However, you can always add a link to your IC menu to launch the ServicePro screen for IBase maintenance/creation in order to allow the agent to create or maintain the IBase hierarchy. A little cumbersom of course, but definitely a possible workaround.
    Warm regards,
    John

  • Reading SAP CRM Order details from R/3

    Hi
    I have a requirement where in I need to read the data of a CRM Sales order from R/3 by referring to/ with the help of LIPS-VGBEL( reference document ).
    For this I have created a RFC FM and I'm able to read the required data successfully however this is not advisable as it is creating some issues since we have huge amount of records in R/3 for which we need corresponding data from SAP CRM hence my idea is to read the corresponding bdoc's
    ( because the CRM data must have been pushed to R/3 via middleware using the BDOC's ? ).
    Hence can anyone suggest me how to read the BDOC's/ middleware data in R/3 itself so that it is not required to use RFC.
    Also, if anyone of you has any other idea then please share with me. Thank you.
    Regards
    Anil

    HI Karthi
    That means, whenever the bdoc triggers and the data comes into R/3 then we need to save them into a Z table by capturing the data in the BADI "CRM_DATAEXCHG_BADI "? am I correct ? so that we can refer to this Z table for the CRM data in R/3 while executing our interface report to PI ?
    I think this might not be accepted by the client because this will unnecessarily stores the data all the time in the Z table whenever bdoc triggers and it is also not mandatory to send each and every record to PI, there might be only few records can be sent to PI and few are not.
    However I'll check this with client now. Also are there any tables or so where the bdoc data( the data comes from CRM) gets stored in the R/3 system so that we can get the data from those tables instead of storing in Z table and reading from there ?
    Thank you.
    Regards
    Anil

  • Can I record customer interaction captured through Hardphone conn. to SAP CRM?

    Hello friends,
    I'm currently working on one of the proposals for SAP Contact Center implementation with SAP CRM also supporting Hardphones. Client has this requirement to capture interactions from Hardphone in the form of recordings in CRM system.
    I'm aware of BCM softphone having option to record customer interactions both at Client and Server side but the client would like to record hardphone interactions and store in CRM system. How could this be acheived?
    Would be of great help if you could share the config documents for the same.
    Thanks
    Chiroy

    Hi Chiroy,
    BCM cannot record client interactions without the assistance of a third party application such as Vierent or Nice.  Client interactions meaning the performance of the Agent on his or her personal desktop, such as key strokes and open files etc.
    What BCM can do is record all voice packets between the client and the agent.
    It will do this with users on a Hardphone, in MTD mode, using Convergence or the CDT.
    There is no restrictions to recording unless you make them so.
    There is no need for supporting documents as this information is covered in several existing SAP guides.
    Also, these recordings once created, can notify CRM of the storage location in BCM and attach the path of the recorded file to the Interaction Record.  This is all done as part of the CAD from BCM. This is option is available via the OII link in BCM but requires CRM customization to work properly.
    It should be noted that this recording feature is only active if you have server side recording, not client side.
    I hope that helps.
    Thanks,
    Marcus

  • Needed SAP CRM Data model with Object, Entity and Attribute level details

    Hello all,
                 We are working on a huge IS-U / CRM implementation and we are still in the data gathering phase. The client has a whole load of legacy systems that will be replaced with IS-U and CRM. Right now we are in the process of developing data models using Excel first and then presenting them to the client to go forward from there. For this we need to have all the business objects, entities and their attributes.
    I know about the SD11 transaction, but we don't have a CRM system yet. My colleagues have access to a German ERP system and they were able to get models for HR, FI and Asset management. I tried for the Business partner / customer in there, but the models were not proper.
    So, once again, I need the specific data models out of SD 11 for  CRM business partner. If anybody has the information, please do pass it on to me as I need them urgently. It would be a great help if somebody can do so.
    Regards
    Rajesh

    I suggest the following:
    Please, check whether the system works if you activate the implementation BUPA_F4_AUGRP.
    In addition check the notes 559662, 674869 and 782927. Maybe the notes are already implemented but you can try then the implementation of the BADI (SE19). It should resolve your issue.
    I have implemented this Badi solution before, and after activation; the search help ; nor search result list did NOT show any Business partners anymore that had an authorization group I was not allowed to see.
    kind regards
    Davy Pelssers
    SAP CRM/Security consultant

  • How to send Email to customer when clicked on hyperlink on SAP CRM web UI

    Hi all,
    I am working with SAP CRM 7.0 EHP1. I have one field named Email on Complaint description page on Web client UI. I have made the field a hyperlink by using the setter getter methods of attribute in component workbench for the component -BT120H_CPL. Now I want to send one mail to customer who have raised the complaint when clicked on the hyperlink Email through SAP CRM if possible or by using Microsoft  outlook(Microsoft outlook is default mailing server on the system).
    Please help !
    Thanks and regards,
    Kavita Chaudhary
    Mobile: 8800222151

    Hi kavitha Chaudhary,
    if you wan to send any details to outside mail id first you should get that person mail id. based on that you can send data to that mail id by using this code...
    just fallow this code in your event..
    DATA: send_request       TYPE REF TO cl_bcs.
    DATA: text               TYPE bcsy_text.
    DATA: document           TYPE REF TO cl_document_bcs.
    DATA: sender             TYPE REF TO cl_sapuser_bcs.
    DATA: recipient          TYPE REF TO if_recipient_bcs.
    DATA: bcs_exception      TYPE REF TO cx_bcs.
    DATA: sent_to_all        TYPE os_boolean.
    TRY.
    *     -------- create persistent send request ------------------------
           send_request = cl_bcs=>create_persistent( ).
    *     -------- create and set document -------------------------------
    *     create document from internal table with text
           APPEND 'Hi to all' TO text.
           document = cl_document_bcs=>create_document(
                           i_type    = 'RAW'
                           i_text    = text
                           i_length  = '12'
                           i_subject = 'test created by srinivas' ).
    *     add document to send request
           CALL METHOD send_request->set_document( document ).
            sender = cl_sapuser_bcs=>create( sy-uname ).
           CALL METHOD send_request->set_sender
             EXPORTING
               i_sender = sender.
    * hardcoded value im passing here u should capture customer mail id here..
    data : lv_email type string.
    lv_email = '[email protected]'.
    *     --------- add recipient (e-mail address) -----------------------
    *     create recipient - please replace e-mail address !!!
           recipient = cl_cam_address_bcs=>create_internet_address(
                                             lv_email ).
    *     add recipient with its respective attributes to send request
           CALL METHOD send_request->add_recipient
             EXPORTING
               i_recipient = recipient
               i_express   = 'X'.
    *     ---------- send document ---------------------------------------
           CALL METHOD send_request->send(
             EXPORTING
               i_with_error_screen = 'X'
             RECEIVING
               result              = sent_to_all ).
           IF sent_to_all = 'X'.
             WRITE text-003.
           ENDIF.
           COMMIT WORK.
    * *                     exception handling
    * * replace this very rudimentary exception handling
    * * with your own one !!!
         CATCH cx_bcs INTO bcs_exception.
           WRITE: text-001.
           WRITE: text-002, bcs_exception->error_type.
           EXIT.
       ENDTRY.
    after this go to sost transaction.
    first you can see first mail.. select your recent mail id execute then you will get email..
    try this and let me know..
    if this is not working then see this link too this might be help full to you.
    Hyperlink in Email using Send Mail Activity
    Thanks & Regards,
    Srinivask.

  • Call to Web Sevice in External (non SAP) system from SAP CRM

    Hi,
    I have to make a call to External system from SAP CRM 5.0 system. The external system will provide a sample webservice which SAP will try to initiate
    Can you please tell me:
    1. What settings/object needs to be maintained in SAP in order to make this call.
    2. how I can make a call to this Web-Service from a BADI and pass the values to web service and also capture the returning value.
    Please explain in detail
    Thanks,
    Mike

    Hi Oliver,
    I have gone through the documentation and had been able to create a proxy object, uploaded the WSDL file (from local directory) and created logical port,
    However, when testing the service, I didn't received a sucess message but
    <CX_AI_SYSTEM_FAULT>
      <CODECONTEXT>Local</CODECONTEXT>
      <CODE>ERROR_WEBSERVICE_RUNTIME_INIT</CODE>
      <ERRORTEXT>Error when instantiating the Web service runtime (Error when initializing SOAP client application: ' error_text' )</ERRORTEXT>
      <LANGUAGE />
      </CX_AI_SYSTEM_FAULT>
      </cls:CX_AI_SYSTEM_FAULT>
    What might be the Problem ?

  • Call to Web Sevice in external system from SAP CRM

    Hi,
    I have to make a call to External system from SAP CRM 5.0 system. The external system will provide a sample webservice which SAP will try to initiate
    Can you please tell me:
    1. What settings/object needs to be maintained in SAP in order to make this call.
    2. how I can make a call to this Web-Service from a BADI and pass the values to web service and also capture the returning value.
    Please explain in detail
    Thanks,
    Mike

    Mike,
    You should honestly search the SDN site for consuming web services with ABAP.  There are some good examples.
    However the general procedure is easy:
    1.  Generate an ABAP proxy using the WSDL provided to you by the external program
    2.  Configure an HTTP destination for the server of the web services (needed for HTTPS calls)
    3.  Configure the logical port for the web service using lpconfig
    4.  Write the abap code to call the webservice via the proxy.  Works very similar to FM call in my opinion.
    To expose a webservice(bapi being called from outside) you need to do a little more work
    1.  Create a web services for the RFC enabled function module via SE80
    2.  Use wsadmin and wsconfig to make the service available
    3.  Publish the service out to the UDDI as needed.
    Once again this code is pretty well documented in the standard help and SDN.  Do a simple search on ABAP proxies and you will find what you need.
    Take care,
    Stephen

  • Call to webservice External (non sap) system from SAP CRM

    Hi,
    I have to make a call to External system from SAP CRM 5.0 system. The external system will provide a sample webservice which SAP will try to initiate
    Can you please tell me:
    1. What settings/object needs to be maintained in SAP in order to make this call.
    2. how I can make a call to this Web-Service from a BADI and pass the values to web service and also capture the returning value.
    Please explain in detail
    Thanks,
    Mike

    Hi,
    Check this
    Calling web service from ABAP - version 4.6C

  • ICI - How to display custom error messages in SAP CRM

    Hello,
    we are working on a custom Contact Center which interfaces with SAP CRM Version 7 with Enhancement Package over ICI.
    The basic call functions like accepting, hanging up, holding and retrieving are fully implemented and are working already.
    Our goal is to display error messages in the CRM so that clients know there is something wrong, for example why he can't be log in successfully (e.g. the telephony server isn't reachable).
    We already found the ICI Documentation file which provides us the CRM SOAP error codes and tried to send SOAP Fault messages, but never got
    them to screen.
    Please find an attached example screenshot what we mean exactly, reproduced by trying to make a call with CRM user while BCM CDT isn't
    running in the background.
    Regarding to this topic we've the following questions:
    - Is it possible to display custom error messages on the CRM or is this functionality limited to SAP?
    - Could you provide us some further information on how to use this feature exactly (implementation details?) and how the SOAP XML should look like to get it work?
    Thank you in advance!
    Best regards
    René Holy

    NewUser7 wrote:
    Please correct me if I am wrong
    I need to create an entity adapter and attach an error handler with the adapter? or can i handle that in the event handler itself. I coulnt find any api for handling errorsYou can do it both ways but since we are talking about event handler now, then in 9.x you need to extend com.thortech.xl.client.events.tcBaseEvent class for creating a event handler. In tcBaseEvent class there are various flavors of handleError method. So use that as per my note earlier and you should be good.
    HTH

  • SAP-CRM - Auto Confirmation of Contract Account from IVRS to SAP-CRM IC Web

    Hello Experts,
    In Our Projects we are Using SAP-CRM Web Client for Call Center Processes. AVAYA is a Third Part agency which have developed the IVR system for handling the Consumer Calls. We have Developed BAPIs which will fetched data from SAP based on Contract Account entered by Consumer on IVRS. AVAYA have developed the CTI Pop-Up also which have several Consumer Details along with CA. Now Client wants that CA , entered by Consumer on IVRS, will be autoconfirm to CRM - Web Client. If anyone have any document for doing all these setting please share with us & Provide us guidelines...
    Regards,
    Abhishek Chopra

    Hello Abhishek.
    You can refer to [Note 707104 - Account identification from attached data|https://service.sap.com/sap/support/notes/707104]. It describes how to set autoconfirmation based on CAD.

  • SAP CRM - no confidence in UI by SAP?

    After reading this blog and looking at the article attached to the blog.  I had an interesting question:
    Can Rich Internet Applications finally be accepted as a credible application development platform for SAP?
    Does SAP have any confidence in its own CRM software?  Right now SAP is touting how easy to use the new version of SAP CRM is, and yet this article implies they don't use their own product's user interface.
    Now I know the eSOA mantra says this shouldn't matter, but I would say this is one of those cases where it doesn't.  If the vendor won't/can't use their own CRM software because the UI is too ugly/clumsy or other reason, why should I as a customer. 
    As a customer I don't want to purchase a CRM software and then have to purchase a better UI to go on top of the software.  I might as well spend the money on software that might have a better UI perceived by my sales folks(think siebel, salesforce.com, sugarcm, etc), and spend those dollars on integration instead.  It's a lot cheaper to do integration work, than completely rewrite the UI to meet my users needs.
    I'm also wondering why SAP would even send this message by displaying this article on SDN? I'm sure if the guys at oracle saw this article, we would see a press release from that says something of the like:
    "Even SAP acknowledges, that SAP CRM is too difficult to use".
    I bring this up because we are selling use of SAP CRM 2007 in house right now, and it makes it harder for me to sell the solution to my business users, if there are conflicting messages on the market. 
    Take care,
    Stephen

    > Wow, you almost have the "nightmare" scenario when it comes to maintenance.  I just have to ask what functional areas (high level) did you implement?  Was it the marketing module?
    I can tell you...
    We were using Mobiles Sales with activities, campaigns, sales documents and master data and we switched that to CRM 2005 and Portal (+ adding BI reporting functionality with BI-CRM content). For the Java part there's enough said (by me) already, I won't start again with that (mess). The CRM looked pretty well at first sight but devil's in the detail.
    > The marketing module in CRM 40 was so unstable on SP08 that basically we ditched the application and wrote something custom in the SAP GUI instead.  Any t-code that had over 400 related notes(segment builder) is just a nightmare not to mention just plain bugs in the PCUI that we weren't willing to wait a month for fixes.
    Well.. people have always be VERY helpful, especially the guys and girls in India were doing a very good job at fixing bugs - once the communication was done via email and not via phone...;) But you're right - it's taking sometimes too much time to get a fix and yet-another-note.
    > I still think the SAP GUI sometimes beats the web based interfaces, once you learn how to use it.  The problem was that everyone got obessed with zero-client installations and forgot about the benefits of "specialized" clients.  Now everyone is basically trying to make a web browser work like a desktop client, which puts you back full circle.  
    Everyone THINKS it's zero installation but in fact you have to configure proxy exceptions, add/install certificates, enable/disable Javascript things, add trusted sites, (re-)configure firewalls on Laptops, delete browser caches, install SVG viewer and other "plugins", install and maintain security fixes for the browser etc. etc. and this on a distributed environment where our sales reps are spread over the whole world in different time zones. So the "zero-installation" is nothing but marketing flowery because the maintenance you needed to put into Mobile Sales is now needed for the browser - nice antagonism
    > In would have been interesting to see how well SAP would have fared if they had made the mistake of making the original R/3 application 2-tier instead of a 3-tier client/server. 
    It's been like that @ R/2 times and I must tell you I loved the green screens (http://www.sapdesignguild.org/resources/images_hist/R2-0.GIF and http://www.sapdesignguild.org/resources/images_hist/SCREENO1.GIF)
    Markus

Maybe you are looking for