SCSM Authoring for Service Request forms

We are planning to start SCSM authoring work . As of now we are planning to focus on Service Request forms . The intent is to get them on the portal as Request Offering .There would be mainly 10-15 SR forms ,and now each of these forms would have some
additional fields which we means we have to extend the SCSM CLASS in Service Manager DB . We have done authoring some time back where we extended the class and the field would be visible in the extension tab in SM. There would be some common fields/classes
that would be made available in some/all offerings , and I am thinking that those fields can be extended in the SR form. Is there any way that other classes can be restricted only to certain offerings
I may be wrong with my approach ,please correct me. Also I know you are super busy , if you can point me to some good materials/examples so that I can look up myself

You must use "Inherit from this class" senction on authoring console. So u can create different SR class that
containing different fields.

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SAP Best practice for Material request form

Hai Sap gurus,
Do we have any sap best practice for material request form? If so please help me to find this best practice provided by the SAP. I searched through sap help but i was unable to find one.
Same way i also need to find the sap best practice for Change request form too...
Thanking you all in advance.

Hi,
Check these links
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/2b50ac90-0201-0010-d597-8d833833f9e0
and using the service market place link to down load the best practices
http://www.sap.com/services/bysubject/servsuptech/index.epx

IPod service request form

Where do i find the iPod service request form on the website, so that i can print it off and fax it in??

Jamie, I think this may be what you're looking for.
http://depot.info.apple.com/ipod/
Welcome to discussions!

How do I get a new service request form?

Hi all --
I am sending my laptop in for service. I received the box with the "service request form" (or a similar name), specifying information about the computer, the problem etc., but I have misplaced it. Are these available for download from the website? Thanks --
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call toshiba back and ask if they will send you a new one. they will most likely have ups drop off another box.
-civicman4-
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How do I set-up my Dataset to pull data for Service Requests for a report

I am using SQL Server 2012 Report Builder 3.0.
I have my Data Source added - DWDataMart
I want to build my Dataset to query and find a very specific item. Basically I am creating a daily report that will show what each "team" or Support Group (AD Object) Closed that day. He also wants the ability to open it by date, so if he misses
a day he can get it later.
I am totally new to this report building and only got this far by following a guide on a blog, but he used incident Reports in his example, and I do not know what objects to query for service requests.
Thanks for any information you can provide.

First, you will need to get the support group ID's in the warehouse before you can run reports for them. I found that putting these queries in their own stored procedure was a better path.
select IR.IncidentTierQueuesId, IR.IncidentTierQueuesValue
from dbo.IncidentTierQueues as IR
where IR.IncidentTierQueuesId != 0
select SR.ServiceRequestSupportGroupId, SR.ServiceRequestSupportGroupValue
from dbo.ServiceRequestSupportGroup as SR
where sr.ServiceRequestSupportGroupId != 0
Enter the the support group ID's into your work item query.
Incident information is in dbo.IncidentDim and Service Requests are found in dbo.ServiceRequestDim. Both incidents and service requests link to relationship data through dbo.WorkItemDim. You can INNER JOIN on BaseManagedEntityId to link the incident
or service request to the workitem entry and from there to the Assigned Users, Affected Users, or Affected Configuration Items. Each relationship has it's own separate fact views.
If you poke about in the tables, you will find it pretty easy to pull back all sorts of information from the data warehouse.

SLA for service request\service order without create a service contract

Hello Experts,
We are using CRM 7
Is there a possibility to determine SLA for service request\service order without create a service contract?
We have defined:
1. Trasaction Code: CRMD_SERV_SLA- Response Profile / Response Times
2. In Customizing we have defined our date profile with the relevant duration
3. In Customizing for transaction types we defined SLA Prof. Det. Proc= IT000001
4. we assign the Service Profile and Response Profile to BP (from "service levels" block) .
Everthing seems ok but the SLA time is not determined automatically.
Hope you can help me out.
Thanks,
Tal

Hi Tal Tal
Your steps are correct and i hope you did these too
a) In the SLA determination procedure ,you have defined the access sequence for service product item or org
b) If service product item ,take any service product for ex INVESTIGATION assign the two Service and response profile in the service tab
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d) In my opinion the date profile you should have assigned it to item category as I think the SLA date calculation is done at the item level
e) You should assign the SLA det prof to the transaction type in the service process business category - customizing header.
f) when you create a transaction type sla dates will be determined as follows
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Let me know if you have any other questions.

Escalation Action for Service Request Management

Gurus
I am using action profile for Service request management in SAP 7.0.
I want to know what this particular condition IT_INCIDENT_ESCALATION does?
Also what needs to be the process parameters for this?
It has processing type as Method Call with method- escalation
Thanks
Tarang

Hi John,
Good Morning.
I have a question on what are the benifits of smart value help in CRM 7.0. We have upgraded our system and didnt achieve the true functionality of smart value help.
Ex - We entered country as 'US' in Country field and entered C* in Region field. I could see all regions starting with C* in the smart value help. It is not filtering based on the country selected. It should show me only regions which are in US and starts with C.
Is this a limitation. F4 helps works perfectly. I think we are missing some notes here.
Appreciate your feedback.
Regards,
Ch Deepthi.

Cannot acces iPod service request form

The screen has recently broken on my iPod nano and it wasn't do to abuse. I went to go and fill out the iPod service request form and after it has me log in it says that there is a people code problem or something like that. I was won dering if this has happened to anybody else

There is currently a problem with the form. Check back later today to see if it is working.
btabz

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

Error while requestin for Service Request iview in ERP Common Role.

Hi,
 I had assigned ERP Common role to a HR user and am trying to access pdf form from Service Request iview( I had done the configuration of Adobe in my portal).But i'am getting this error
"The initial exception that caused the request to fail, was:
 com.sap.tc.webdynpro.services.exceptions.PDFDocumentCreationException: ../../sap.com/pcui_gpisr/IsrForm/wd_key10_1195809801368/Error+PDF.pdf?sap-wd-download=1&sap-wd-dl_behaviour=1&sap-wd-cltwndid=WID1195809793448&sap-ext-sid=ysgHJHKWgBk%2FD7vUfMJLfw%3D%3DrN%2FM35pdXDmoXpjL4oeIJA%3D%3D%2Fpcd%3Aportal_content%2Fcom.sap.pct%2Fevery_user%2Fcom.sap.pct.erp.common.bp_folder%2Fcom.sap.pct.erp.common.iviews%2Fsap.com%2Fpcui_gp%7Eisr%2FIsrForm%2Fbase&sap-wd-norefresh=X&sap-ep-version=7.00.200610261628
 at com.sap.tc.webdynpro.clientserver.uielib.adobe.impl.InteractiveForm.afterHandleActionEvent(InteractiveForm.java:383)
 at com.sap.tc.webdynpro.clientserver.cal.ClientApplication.afterApplicationModification(ClientApplication.java:1132)
 at com.sap.tc.webdynpro.clientserver.cal.ClientComponent.afterApplicationModification(ClientComponent.java:887)
 at com.sap.tc.webdynpro.clientserver.window.WindowPhaseModel.doRespond(WindowPhaseModel.java:573)
 at com.sap.tc.webdynpro.clientserver.window.WindowPhaseModel.processRequest(WindowPhaseModel.java:152)"
anybody please help me in this issue.
with regards
Pradeep.B

hi,
There is a similar thread (http://stackoverflow.com/a/17572316 ), I recommend you could refer to it.
And I'd like to know how to set the expiry time in your code, and you could see this page (http://azure.microsoft.com/en-us/documentation/articles/storage-dotnet-shared-access-signature-part-1/
Regards,
Will
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Error while requesting for Service Request iview in ERP Common Role.

Hi,
I had assigned ERP Common role to a HR user and am trying to access pdf form from Service Request iview( I had done the configuration of Adobe in my portal).But i'am getting this error
"The initial exception that caused the request to fail, was:
com.sap.tc.webdynpro.services.exceptions.PDFDocumentCreationException: ../../sap.com/pcui_gpisr/IsrForm/wd_key10_1195809801368/Error+PDF.pdf?sap-wd-download=1&sap-wd-dl_behaviour=1&sap-wd-cltwndid=WID1195809793448&sap-ext-sid=ysgHJHKWgBk%2FD7vUfMJLfw%3D%3DrN%2FM35pdXDmoXpjL4oeIJA%3D%3D%2Fpcd%3Aportal_content%2Fcom.sap.pct%2Fevery_user%2Fcom.sap.pct.erp.common.bp_folder%2Fcom.sap.pct.erp.common.iviews%2Fsap.com%2Fpcui_gp%7Eisr%2FIsrForm%2Fbase&sap-wd-norefresh=X&sap-ep-version=7.00.200610261628
at com.sap.tc.webdynpro.clientserver.uielib.adobe.impl.InteractiveForm.afterHandleActionEvent(InteractiveForm.java:383)
at com.sap.tc.webdynpro.clientserver.cal.ClientApplication.afterApplicationModification(ClientApplication.java:1132)
at com.sap.tc.webdynpro.clientserver.cal.ClientComponent.afterApplicationModification(ClientComponent.java:887)
at com.sap.tc.webdynpro.clientserver.window.WindowPhaseModel.doRespond(WindowPhaseModel.java:573)
at com.sap.tc.webdynpro.clientserver.window.WindowPhaseModel.processRequest(WindowPhaseModel.java:152)"
anybody please help me in this issue.
with regards
Pradeep.B

hi,
There is a similar thread (http://stackoverflow.com/a/17572316 ), I recommend you could refer to it.
And I'd like to know how to set the expiry time in your code, and you could see this page (http://azure.microsoft.com/en-us/documentation/articles/storage-dotnet-shared-access-signature-part-1/
Regards,
Will
We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time. Thanks for helping make community forums a great place.
Click
HERE to participate the survey.

User role for service requests from the SSP

Does the End User role have enough permissions for users to create service requests from the SSP? I know for incidents it is but I am not sure about service requests. If you go through the Service Catalog Checklist, step 5 to create the User
Role brings up a new role based on the Author role and not on the end user.

here step by step procedure with user access.
http://www.concurrency.com/blog/scsmportalpermisions/
Cheers
Antoine AL Ibry

Emailing for a request form

I hired someone to create a request form for a company's website. He did that. And then, as of January the company's email service changed their security to stop spammers, spoofers and other malfeasance. And what then happened is that several people stopped getting email requests from the company's website for service, sales or support.
The form is here: http://alertscientific.com/contact.php
Here is what I have that checks to see if everything is filled out properly (it's a file called function.php and it's called by the main script):
<?php
function checkinfo(&$pst)
 $states = explode("|","AK|AL|AR|AZ|CA|CO|CT|DC|DE|FL|GA|HI|IA|ID|IL|IN|KS|KY|LA|MA|MD|ME|MI|MN|MO|M S|MT|NC|ND|NE|NH|NJ|NM|NV|NY|OH|OK|OR|PA|RI|SC|SD|TN|TX|UT|VA|VT|WA|WI|WV|WY");
 $err = "";
 foreach($pst as $key => $val)
 if(!empty($_POST[$key]))
 switch($key)
 case "dob":
 if(!strtotime($_POST[$key]))
 $err .= $pst[$key]." ".$_POST[$key]." is not a valid date.\r ";
 break;
 case "phone":
 $temp = $_POST[$key];
 if(substr($temp, 3, 1) != "-")
 $temp = substr($temp, 0, 3)."-".substr($temp, 3, strlen($temp)-3);
 if(substr($temp, 7, 1) != "-")
 $temp = substr($temp, 0, 7)."-".substr($temp, 7, strlen($temp)-7);
 if(!preg_match("/^([1]-)?[0-9]{3}-[0-9]{3}-[0-9]{4}$/i", $temp))
 $err .= $pst[$key]." ".$_POST[$key]." is not a valid phone number.\r ";
 break;
 case "state":
 if(!in_array($_POST[$key], $states))
 $err .= $pst[$key]." ".$_POST[$key]." is not a valid state. Please use your state's two character abreviation.\r ";
 break;
 case "email":
 if(!filter_var($_POST[$key], FILTER_VALIDATE_EMAIL))
 $err .= $pst[$key]." ".$_POST[$key]." is not a valid email address.\r ";
 break;
 case "zip":
 $temp = str_replace("-","",$_POST[$key]);
 if(!is_numeric($temp) || (strlen($temp) != 5 && strlen($temp) != 9)) {
 $err .= $key." --- ".$pst[$key]." ".$_POST[$key]." is not a valid zip code.\r ";
 } else {
 $err .= $pst[$key]." is empty.\r ";
 if($err != "")
 return "The following errors were found:\r\r ".$err;
 } else {
 return $err;
?>
That is not the problem.
Now, we come to the problem:
validate.php does all of the heavy lifting.
<?php
require_once("function.php");
$expected = array("name"=>"Name", "need"=>"need", "address1"=> "Address 1", "city"=>"City", "state"=>"State", "zip"=>"Zip", "email"=>"Email", "phone"=>"Phone" );
$options = array("name"=>"Name", "title"=>"Title", "company"=>"Company", "need"=>"need", "address1"=>"Address 1", "address2"=>"Address 2", "city"=>"City", "state"=>"State", "zip"=>"Zip", "email"=>"Email", "phone"=>"Phone", "httpagent"=>"Browser info: ", "httpref"=>"Referrer", "ip"=>"Ip address");
$needs = array("service"=>" service.", "sales"=>" a salesperson contact you.", "literature"=>" literature be sent to you.");
$wants = array("service"=>" service.", "sales"=>" to be contacted by a salesperson.", "literature"=>" that literature be sent.");
$errors = checkinfo($expected);
$serv_two = "[email protected]";
$lit_one = "[email protected]";
$sales_two = "[email protected]";
if($errors == "") {
 $replace = array("PHPNAME", "PHPNEED", "PHPIPADDRESS");
 $with = array($_POST['name'], $needs[$_POST['need']], $_POST['ip']);
 $output = file_get_contents("sendail.html");
 $output = str_replace($replace,$with, $output);
 $message = $_POST['name']." has requested".$wants[$_POST['need']]."\r";
 foreach($options as $key => $val) {
 $message .= $val.": ".$_POST[$key]."\r";
 $headers = 'From: [email protected]' ."\r\n" .'Reply-To: [email protected]'. "\r\n" .'X-Mailer: PHP/' . phpversion();
 switch($_POST['need']) {
 case "service":
 $subj = "Service request";
 mail($serv_one, $subj, $message, $headers);
 mail($serv_two, $subj, $message, $headers);
 break;
 case "sales":
 $subj = "Sales request";
 mail($sales_one, $subj, $message, $headers);
 mail($sales_two, $subj, $message, $headers);
 break;
 case "literature":
 $subj = "Literature request";
 mail($lit_one, $subj, $message, $headers);
 mail($lit_two, $subj, $message, $headers);
 break;
 echo $output;
} else {
 echo "Errors: ".$errors;
 echo "Please click the back button and update your choices. ";
echo "Validating...";
print_r($_POST);
?>
At issue here are the headers (shown in red). The incoming email server is blocking stuff from my website because my website is not the email server. And so no email is received, it is assumed to be spam.
How do I tease the actual sender's email out of the array of stuff and place it into the headers?
Thanks!

Here's what I was looking for:
$headers = 'From:'.$_POST['email']."\r\n" .'Reply-To: '.$_POST['email']."\r\n" .'X-Mailer: PHP/' . phpversion();
Now, here's the problem...
The folks at the incoming server changed their security protocols in January, resulting in lots of messages not being delivered -- but the company had a second person receiving emails who did recieve them.
So, Some people got the emails, others didn't.
The email hosting people are very nice on the phone, but they blamed my server. Said that I had to change to port 2525. I was set up to port 25 (default for email) and 587. So I did that, as well as changed the code. Now, the email is from the sender with the reply-to from the sender.
But here is going to be the next step: If these people keep blaming "insecurity" at my end, I'll tell the company to switch to my server. Then a company whose name includes "Forest" will lose some easy money for providing email and webmail.
This problem will be solved. I have changed php code and I have altered the port. If their host isn't getting the emails in all in-boxes, we switch on Monday. I don't have time to play games.
-Mark

Inbox Search - status for service request not updated

Hi,
In inbox search, the status change for a service request does not reflect until the user log offs or opens the service request in edit mode. PFB the steps followed. (Two users are monitoring the service request but is being processed only by one)
Web UI window 1(User 1): I open the inbox search result page. Service requests are displayed with the status field
Web UI window 2(User 2): In a separate window, the service request is approved by changing the status of the service request to Approved.
Web UI window 1(User 1): In the inbox result screen, i click on search for the same search criteria, but still the old status of the service request(updated in window 2) is displayed.
Observation:
1. If I open the service request, the service request still has the old status. If i click on edit, the new status is displayed. If i click on Back button (without clicking on edit), the new status is refelected for the service request in the inbox result page now.
2. If I log off and again open the inbox result, the new status of the service request is reflected.
3. The status of the service request is updated in the database immediately user 2 changes the status.
There is no enhancement done for the inbox search. The behavior is for standard inbox result.
Please provide any pointers to resolve this issue.
Regards,
Radhika
Edited by: Radhika Chuttani on Jan 5, 2011 7:13 AM

Radhika,
This is standard behavior in the SAP inbox. The reason is that SAP buffers search results in the Inbox in order to improve performance. So even though you hit "search" again, SAP does not update the search results because this search has already been executed in this session. Clicking "End" or logging off refreshes the buffer.
SAP released a note to update the "Responsible Employee" in the Inbox without requiring the user to log off. You can see their explanation and the solution here:
https://service.sap.com/sap/support/notes/1465966
If you want to enable inbox refresh every time a search is executed, you will probably have to do custom coding. My guess is that you may be able to leverage the CRM_IC_INBOX_BADI. Let me know if this much info is enough or if you want further details on how to technically achieve this.
Rahul

Service contract determination for service request

Hi,
is there a way to influence the contract determination in a service request creation process?
The contract should be found if there is one for sold-to-party OR ship-to-party.
Thank you.
Kind regards
Manfred

Hi Manfred,
I don't know about "Ship-to arty" use in contract determination. AFAIK Sold2-Party, Sales and Service Organization, status of the Service Contract (released), Start and End date and the object list are responsible for the Contract determination. Hence if I'm not wrong a sold2-party must be provided.
There is the CRM_SERVICE_CONTRACT Badi and what we did in our process is to use the Event framework to ensure a contract redetermination after change of the sold2-party. Take a look at CRM_SEARCH_SERV_CONTRACTS_EC for ideas in that direction.
Regards,
Hendrik

SCSM Authoring for Service Request forms

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