Service request and Complaint difference in ICSS

Dear All,
What is the difference between the Service request and Complaints in ICSS .
Regards,
Pavan.

Hi Pavan,
Could You please check these following links :
Service Request :
http://help.sap.com/saphelp_crm70/helpdata/en/28/cdf11f2f7f4d45b95e5a435c588a90/frameset.htm
Complaint :
http://help.sap.com/saphelp_crm70/helpdata/en/28/cdf11f2f7f4d45b95e5a435c588a90/frameset.htm
I hope this will help.
Thanks and Regards,
Dinesh.

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Difference between ICSS service request and stanadard service order srvo

Hi All,
Is there any difference between ICSS servicerequest and standard service order srvo. can i use SRVO directly in ICSS instead of ICSS service request.
Please provide some inputs.
Thanks,
Priya

Hi Priya,
Yes, there are differences (major) between the ICSS Service Request and a standard CRM Service Order.
A service request in ICSS is basically a query to ask for a specific service when they cannot resolve the problem on-line using other tools such as FAQ's or the solution search. Service requests can be linked to both registered and non-registered products and installed bases. Contracts that cover the requested service will be searched for and warranties can be validated as well. Appointment scheduling for a requested service can be set up as well.
That is about the extent.
True end-to-end service order processing is realized only in the CRM Service Order. Here you can plan the service, execute and bill for a service. You can maintain items (which cannot be done in a service request) such as spare parts, triggering of availability checks, pricing, credit checks, etc... The system will create a sales order for sales related items, thus executing on order to cash back-end business processes.
As you can see they are very different.
ICSS does not support true SAP CRM service order processing thus you cannot use this standard order type in ICSS.
Deb

Difference between service request and service order

hi all,
What is the differnce between service request and service order? when to use what?
Thanks
Raghav

Service Order -> "You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service."
Service Request -> "You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.
Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery."
Taken from http://help.sap.com/
Rg,
Harshit

Service request and information request

This may be the basic question.
But what will happen for the service request and information request.
Information request is getting created as service order what will be the process in ecc
ICSS service request, what will be the process in ecc. is this should be esnt to ecc seperatly or service order can be created in crm.
PRiya

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I am trying to open a service request and the site does not work.

I am trying to open a service request and the site does not work with ANY browser. I get the page https://getsupport.apple.com/GetParts.action which says "Send in for service. We just need a little more information." The continue button does not work. I've seen this problem before trying to file support requests. It's as if Apple simply does not want you to create requests.

I just went through several screens and had no problems. Try clearing your browser's cache and/or history.

SRVR(Service Request) and SRVO(Service Order) are not appearing in IC_Agent

Dear friends,
We are planning to implement Service Requests and Service Orders in CRM 7.0 Interaction Center
The Service Transactions(Service Order/Service Request) are available in 'Service Professional' business role but not available in 'IC_AGENT' role.
The things i have observed
1. Without the channel the Transaction Type was not appearing in SAP GUI (CRMD_ORDER)
2. Even after maintaining the Channels the BUS2000223 (Service Request) did not appear in CRMD_ORDER but the SRVO- Service Order transaction type appeared.(BUS2000116 Service Process)
3. Have maintained the SRVO and SRVR transaction types as dependent transaction types in the 'Business Transaction Profile'; still when clieck on the Service Request or Service Order create I am getting the below error
'No transaction type is available for creating a transaction'
Below is the diagnosis
Diagnosis
No transaction type is available when creating a transaction. This can be due to the following reasons:
No transaction type is available according to Customizing
The user has no authorization for the transaction type
System Response
It is not possible to create the transaction.
Procedure
Make sure that:
The transaction type is set up in Customizing
The user has authorization for the transaction type
Can you please guide me where the actual issue is
Regards
Raj

Hi Raj,
As per your quarries and requirement please go through the link, it will help you in understandable way
http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C35_CRM701_BB_ConfigGuide_EN_XX.doc
Please reward points,
Cheers,
Sunil

Problem in opening 'Find Service Request' and 'Create Service Request' HTML forms

Hi,
I am working on creating some date for EBS Service, and I am unable to open 'Find Service Request' and 'Create Service Request' HTML forms.
I keep getting the error message :
Oracle error - 20001: ORA-20001: APP-FND-02902: Multi-Org profile option is required. Please set either MO: Security Profile or MO: Operating Unit profile option. has been detected in MO_GLOBAL_INIT.
I have min knowledge of EBS set up and configuration. We just use EBS as a source system for our ETLs. Please suggest any workaround to get resolve the issue.
Thanks,
Kishore

Navigate to System Administrator responsibility > Profile > System. Search for the profile MO: Operating Unit and under responsibility field, put in the responsibility name you are using for creating the service request, click OK and enter the desired operating unit value in the next window. It pulls up all operating units defined and you can chose the desired one.
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Create a view - Service Requests and Incidents

Hi all,
I have a Service Manager 2012 environment that has gone through an in-place upgrade from SCSM 2010.
In the SCSM 2010 environment, Service Requests were implemented by extending the Incident class with an attribute that would denote whether the work item was an Incident or a Service Request.
In SCSM 2012 I would like to create a view that would combine the SCSM 2010 "Service Requests" with SCSM 2012 Service Requests.
Is it possible to create a Type Projection that performs the job of an SQL UNION statement? If I was doing this in SQL, I'd be writing a query similar to the following:
Select *
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Union Select *
From IncidentDim
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(Obviously, some mapping of attributes between the two class types would be needed...and perhaps that's the reason why a type projection of this sort would not be possible...)
An alternate approach - attack this from the Work Item class. It's trivial to create a view that contains Service Requests and Incidents - just set your criteria to be: ID begins with 'SR' or ID begins with 'IR'. Unfortunately, that criteria
returns all Incidents, and I only want the Incidents that have the attribute ServiceRequestType = 'Service Request'. Is it possible to create a Type Projection starting with the Work Item type that employs criteria from child classes?

Work Item is an abstract class, and can't be extended for implementation reasons.
i think Anders has understated the difficulty of combining these views: this is a bit like saying "show me all the orange things, given this bucket of cats and this bucket of fruit" yes, they are both "orange", but fur is not the same
as fruit rind; they're not the same "orange".
the 2010 Service Request implementation was never intended to be a serious use case (i assume you're talking about the SCSM Service Request demo implementation on codeplex), it was intended
to be a demo of what you could do with the form and object interfaces.
The solution here should be simple, convince your client that their solution has been replaced by a newer, better version, Resolve Close and then deprecate these requests, and start reporting only the new type requests. these are history, and dirty data,
and should be ignored.

CRM Release 12 service requests and creation of notes

Hi, is it possible to get an email notification for a service request (in CRM Release 12) that includes the Note texts?
Thanks very much, Louise

Hi Oliver,
Don't know if I understand correctly the question, but if it helps, here's my opinion.
Normally, we create every call of a call list associated with a document... a contact/interaction record.
So, for your scenario, I would try to create 'complaint' as follow-up document of that contact.
Then the agent makes the call and:
- If the customer don't answer or don't want to complaint, just close the contact with the respective reason
- If want to answer and have a complaint, the agent create a follow-up document of complaint type, and fill with the respective information.
Hope that helps you a little more.
Kind regards,
Garcia

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

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Hi Experts,
We are in blueprint phase of our project, we need some guidance on the CRM Service module in 7.0. I read a blog that says that service request in crm 7.0 is much improved and it is prefered over service ticket for future releases.
Can someone please throw some light on what is the difference between a web request (in spro, under web channel-> e service), and a service request. And how do we decide, which one to implement and an example if it can be provided.
It will be of great help to us.
Thanks and Regards,
Rohit Khetarpal

Hi,
A web request can be requested for a specific service via internet.
More information in this link:
http://help.sap.com/saphelp_crm70/helpdata/EN/f5/c243401a306f13e10000000a1550b0/frameset.htm
In CRM specific services can be requested and processed using a Web request.
You can check this link for more infromation:
http://help.sap.com/saphelp_crm70/helpdata/EN/f5/c243401a306f13e10000000a1550b0/frameset.htm
Hope this information helps!
Regards,
Chethan

SCSM 2012 R2 Portal - Publishing Service Request and Change Request.

Dears,
Sorry for this questions, it is very basic.
I want links on how to create below things:
Create Cataloge about Services we provide such: Create VM, Delete VM, Create User and Mailbox, Add user to group
How to publish this request to Portal
Create Change request approval flow such: approve creating user and mailbox
How to publish above change request
Thanks

In addition to Thomas and regarding your assumption "I am not sure if the books help on this points":
In the
Microsoft System Center 2012 Cookbook in the chapter 5 starting on page 148 the detailed steps "how to create a request offering for a new user request" are described.
Each recipe in this chapter describes how to setup a request offering with all related components to get this done.
The recipes you need in this chapter are:
Creating Service Request templates, page 148
Creating Service Request activities, page 151
Creating Service Offering categories, page 157
Creating Service Catalog Request offerings, page 159
Creating Service Catalog Service offerings, page 167
Publishing Service offerings and Request offerings, page 176
Working with Service Requests in the portal, page 183
Creating Service Request notifications, page 187
There is only one minor mistake in this chapter on page 153:
"Unanimous (only one reviewer
needs to approve)" -> it must be "Unanimous
(all reviewers
must approve)"
I am pretty sure the recipes will work because I wrote the chapter. And sorry for the mistake on page 153! ;-)
Andreas Baumgarten | H&D International Group

Service Requests and Collection Plans

I'm experimenting here just a bit... and I wondered. Is it possible to map a Service Request Type to a Collection Plan. Seems logical functionality to me, but I couldn't find it anywhere...

Work Item is an abstract class, and can't be extended for implementation reasons.
i think Anders has understated the difficulty of combining these views: this is a bit like saying "show me all the orange things, given this bucket of cats and this bucket of fruit" yes, they are both "orange", but fur is not the same
as fruit rind; they're not the same "orange".
the 2010 Service Request implementation was never intended to be a serious use case (i assume you're talking about the SCSM Service Request demo implementation on codeplex), it was intended
to be a demo of what you could do with the form and object interfaces.
The solution here should be simple, convince your client that their solution has been replaced by a newer, better version, Resolve Close and then deprecate these requests, and start reporting only the new type requests. these are history, and dirty data,
and should be ignored.

Difference and processes between Service Order and Service Notification

Can somebody please explain the difference if both are needed, only one is needed, and what each is for?
Thnks!

Hi Dave,
A service order contains operations that describe the individual work steps.
A task to perform within a company.
The order specifies:
Which task to perform
When the task must be performed
What is needed to perform the task
How the order costs are to be settled
The following notification types exist in the standard system:
Maintenance notifications, including malfunction and activity reports and maintenance requests
Service notifications, including problem notifications, service requests, and activity reports
Quality notifications, including complaints against the vendor, customer complaints, and internal problems
I hope this is helpful.
Regards
Olivia

[ICSS B2B] Problem when creating a service request due to language

Hi everyone.
We have a web portal based on icss_b2b wich is linked with our backend (CRM).
On the web portal, we should be able to create service requests and it works fine when we are using english.
But if we log using german language, when we try to create a service request we have an error and creation ins't done.
Do we need do to do any configuration in the xcm ? Crm ? to allow to create service request in a new language ?
Thanks for your help.

Hi,
We are facing the same problem, were you able to solve this?
Our Portal takes the language from the browser but we only want to allow people access to ICSS in French and English.
Example:
If browser language = French --> French ICSS
If browser language = English --> English ICSS
If browser language = Dutch --> English ICSS (English = default language)
Many thanks for any feedback.
Cheers,
Geert

Service request and Complaint difference in ICSS

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