Service request related question

I wasn't sure where to put this - so I guessed here...I filled out the service form because my battery won't stay charged on my nano...I received the empty box, but I never got the email of instructions on what to do. I put my nano in the box and sealed it - and removed the top copy of the label, but there are 4 boxes at the bottom of the return label and i'm not sure if I'm supposed to check on or now. They are labeled: CIP - Unopened Box - Defective - Something Else I can't remember right now. Can someone help me please???
Nano Windows XP

Hi Sunil,
You can already make surveys mandatory and get an error message if it is not filled from customizing.
Open the following customizing:
CRM > Transactions > Settings for Service Requests > Questionnaires > Define Determination for Surveys in Service Requests
In this customizing, have a new determination rule with the Item category as needed and check the Mandatory checkbox. You might need to scroll to see this checkbox. With this setting, you should get an error message if the questionnaire is not filled.
Regards,
Shiromani

Similar Messages

Service Request Aging Question

Here is my issue:
Service request is created in call center say 01/01/2009, the call center agent may need to request additional information before putting the SR in a queue to be worked.
Person calls back, additional information is added to request on 01/05/2009 and the ticket is assigned to Department A's queue.
Department A now has a SR that is 5 days old, when in fact they just received it.
If I run a report on 01/06/09 I need to be able to show that ticket as being 1 day old in the queue of Department A, but 6 days old over all. I cannot figure out how to show this in the output.
Is there anyway to report on the audit trail, or report at what point the queue value is changed?
Thank you for your time.
Jamie

When Department A gets the case transferred to them why don't u create an automatic task that would show when the case got transferred and then build the report of the SR-Activities section.
Another way would be to populate a date field automatically when the case is transferred. But this may not be a viable solution as you may have a number of Departments and it s not good to create a field for every department.

Fundamental ACL & Service Policy related questions

Hi All,
apologies in advance for seemingly stupid questions but I was forced to ask them as I have ALWAYS had great difficulty in using debug on Cisco platforms. Nothing ever shows up when I set up debug despite configuring "logging console" and setting the level to 7 etc. I have no clue why that is and if it's because all debugging messages go to the debug log instead of being prnted on the console, or what it is...I just don't get it. When I'm saying logging console...please print it on the console! Anyway, that rant aside...
I have a VERY simple topology like so
A few servers in this VLAN
ISP <---> 3560G (Physical Routed Port) <--> SVI (VLAN)
ASA5520 <--> Internal VLAN
With regards to ACLs and their direction, when an ACL is applied to a physical port (or in cases where QoS is enabled and a service-policy) is applied to either a routed physical port on the 3560, saying that the policy is applied in the "in" direction (or 'input' in case of service-policy) does that mean 'inbound' in either direction? As in IF that routed port is my direct connection to the ISP, and I set up "ip access-group myacl in" (or service-policy input myPolicymap) ...will that be applicable if the traffic enters that port from the ISP side OR from the internal network side, or "IN" for it is always JUST the ISP side because it's assuming that all traffic generated from inside the network going out to the Internet is implcitly allowed UNLESS an ACL somewhere in the network restricts that?
then, in case of an SVI...I believe just like the physical routed port, I can ONLY implement an "Inbound" ACL on this as well. So when I implement either a Heirarchical policy-map or just an access-group "in", then what is "IN" ...traffic entering this VLAN from the internal network and those public servers going out to the Internet AND Traffic entering this VLAN from the ISP/Internet via the physical routed Port OR is it JUST the latter, or is it just the former?
Now Lastly, when I have the physical ports to which the ASA and each of those physical servers are connected to sitting on the public VLAN, if I apply port-based ACLs or service-policies to them, then again, what direction is the "IN" ACL applied? Both? i.e. traffic coming into it from the public servers and the Internal network through the ASA, and the Internet OR just the traffic coming into it from the Internet, but the traffic going out from the servers to the Internet is not subjected to this ACL or service-policy
Again, very sorry for a dumb question but I'm seeing bizzare things in my network so was just wondering before I decide on what kind of security I want to plan/design
Thanks in advance

The mystical difference between debug output going to the console versus showing up in syslog is "logging debug-trace". On goes to syslog, "no logging debug-trace" goes to console. I've been bit by this one myself.
ACLs on physical ports have directionality like the cable plug: "in" is from the cable entering into the switch or firewall, "out" is leaving the device to run along the cable to somewhere else. On Catalyst switches port ACLs are inbound (receiving packets) only. Obviously, on directly connected devices, one devices out is the other devices in.
ACLs on SVI's depend on whether your are running a base image or services image; services images can do IPv4 and IPv6 in both directions. However, port ACL's trump routed ACL's; if both exist, the port ACL is the only one applied. I think if a directly connected port has no port ACL, no ACL is applied at all; routed ACL's on SVI's only apply to transitions between VLANs inside the switch, not to traffic entering physical ports.
-- Jim Leinweber, WI State Lab of Hygiene

Access Denied in the Service Request related info - Custom object 4

Hi guys,
Recently I'm facing with such issue, I associate CustomObject4 with SR in SR related info and grant appopriate access right in access profile (both SR, CO4 in SR related info and CO4, both owner and default profile) and record type access to a user role. Meanwhile access right of this role in (SR)book is set to Read-Only. But it displays access denied 00553 error when the user is viewing SR not owned by himself.
Then we test on the access right of this role in book, this error just keep on when we change the right to Full. Finally, we change the right to an access profile(which is the same applied in role management), this error then disappeared.
Do anyone have some idea about it? I'm thinking book do have impact on the access right of the record type related info. But cannot figure out how this works.
Thanks,
Lucy

Hi Cameron,
First of all, books record type is opened to the role both owner and default profile. While I think this item controls the access of the role to books, such as they can see books or other exact rights. But won't affect their access rights which are set in the books. This means I suppose even they have no access to books record type, their access rights still obey setting in the books once assigned. Please kindly advise if I'm not understanding books correctly.
Thanks a lot
Lucy

I want a "request for service" form I would like the form user to be able to indicate which Prior order the request relates

Our E-commerce site sells furniture and as such we will have customer service claims or reports filed, all sales are made through a secure zone as are any service requests.. I would like the customer to be able to choose which of their past orders the claim relates to and which product code from the existing product listing it relates to.. any ideas on how I can go about this??
Many thanks Sara

I have now recently downloaded 10.0.2 which is confusing in itself, as, as far as I can ascertain that is actually version 11, but I'm not even sure about that.
Version 10.0.2 is the newest version and the successor to GarageBand '11 (version 6.0.5).
The '11 is referring to the iLife '11 suit of multimedia application - the older GarageBand was a part of this bundle.
Have a look at Edgar's graphical enhanced manuals, the explain very detailed how things work and why. You can buy them as iBooks from the iBook store or directly from the page:
http://DingDingMusic.com/Manuals/

Service Request Report with related Activities?

Just curious if anyone has seen or created an SSRS report off the DWDataMart related to Service Requests and corresponding activities? Specifically I am looking for approval activities and the approvers/status which relate back to Service Requests.

Smjohn,
Perhaps narative reporting can assist with this, I have a document I can send you that gives you information on narrative reporting. You can email me at alex.neill@{see profile}
regards
Alex

Service request question with iPhone 4

Tody I requested a service on my iPhone 4 and did all the steps they required, and it went successfully. I took my iPhone to the UPS store and gave it to them while giving them my repair ID. Later I realized that I needed to change the return address so I called Apple and while I was doing this someone in the dispatch department cancelled my first service request. The representative that I had talked to was kind enough to create a new one for me and that worked out but I had already given my iPhone to the UPS store with the old repair ID. Should I be worried that I will not recieve my iPhone back now that the repair ID I used to give the iPhone to the UPS store has been cancelled? The representative told me that the dispatch department would take care of everything, but I am still worried that now I might not get my phone successfully returned...

Hello Blowem,
call Apple Support back maybe in the AM
tomorrow to see if they have all of your
info correct. Make sure you have your serial
number and all of the UPS data on hand.
Be patient and polite. I have never had anything
but excellent support from Apple. Hope this holds
true for you.
Good Luck,
A

Lot Number Related to Service Request Tables - Ramya

HIi All,
Where is the lot number available in the tables ...which appear in the service request window??????????????????

Which release are you on? Also, which Service Request UI are you looking at? Is it the main SR form or the SR Tab in Contact Center?
FYI...Lot Number is not used and is not handled by the SR API.

Close all related service request after closing master service request

Hello Experts
I have configured the service request 2000223.Now i have a requirement,that in any disastrous case, one service request will be made and other service request in that category will be linked to the main service request and after closing the first one or master service request others will be closed.
Please guide me
Thanks in advance

Hi Rashmi,
You can follow below links, first will give an Idea about Master Service Request and Second one will provide you the configuration steps;
Service Request Management with SAP CRM 7.0
https://help.sap.com/saphelp_crm700_ehp01/helpdata/en/df/379cd1ec6c4de5984f38bd30b03a9c/frameset.htm
When you click on second link on the right hand side you'll find the option of download and in another window you'll get the steps.
Regards,
Kamfrk,

Service Request Tempaltes in Service Plan.

There are two related questions here:
1. Has Any one used Service Request Temaplates before ? There is no standard available, so I created my own of Template
Type: D. Is there a standard template transaction type that should be used ?
2. After I create some transactions using the Service Request template, I am unable to assign it to the Service Plan Item. the Serivce Plan item only accepts Service Order temaplates and throws an error message if I manually enter the Service Request Template number. the error message reads: "The Transaction ######## does not exist" (##### --> Request Number).
Can some one shed light on these issues ?
Thanks,
Farhad.

Can you check if the Microsoft.EnterpriseManagement.HealthService.Modules.WorkflowFoundation.dll
is found on your management server (folder where service manager is installed)?
Cheers,
Anders Spælling
Senior Consultant
Blog:
Twitter: LinkedIn:
Please remember to 'Propose as answer' if you find a reply helpful

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

Complete Service request

Hi Guys
We had a incident where more than a thousand service request created as related transactions from a Master Request. on the IT Helpdesk CRM 7.0
Do you perhaps know of a program / report in CRM that can automatically complete/resolve these service request. Delete is also a option.
Your help would MUCH be appreciated .

Hi Solman,
As per your question, there are 2 requirements
1. To Change the status of a Service Request - You can do this by running a report in SE38 - CRM_ORDER_MAINTAIN
Enter Service Request ID or GUID in the selection criteria. Also enter the required status to be set in the IT_STATUS internal table which you'll get once you press Main. entry value button on the selection screen of the report.
2. To delete Service Request - Run report "CRM_ORDER_DELETE" in SE38. Mention Service Request ID or GUID at the selection screen.
Thanks
Vishal

Installation Details from Charges tab in Service Request

Hi,
I have a question about filling out the installation details in the Charges tab of the service request form. While doing RMA I know that we can provide the return item instance details in the charges tab. But the question is if the returned item is a sub component I need to provide the Parent Instance details also. Where do I enter that on the charges tab? Is there a way to enter the parent instance information or not?
Can you please suggest alternate solutions if any?
thanks
Praveen

hi ,
This is related to query,Sales Order from Service Request screen.
go to tools...> quick order............> sales order
rgds,
vijay Thakre
[email protected]

Service Requests remain In Progress when all Activities are Completed

Hello Experts, we're periodically finding Service Requests remain In Progress, when all Activities within the SR are Completed.
Specifically this is happening when a RB Activity within the SR template has generated an Incident and attached it to the SR, and all of the Activities within the SR are Completed prior to the Incident being Closed.
Has anyone run into this situation?
Even if we had means to easily find this scenario in our system that would ease our pain -- is it possible to use PowerShell to return all Service Request's which are In Progress but have all child Activities marked as Completed?
Thanks!

I've run into a couple of Service Request status issues. I'm convinced the SR status workflows are not as well designed as the other out of the box work item workflows. I've recently run into a problem with Service Requests failing to start (i.e. stuck forever
in New status) depending on how they were created, and Here's a similar script i used to address the SR's jumping to completed bug from early in 2012.
import-module smlets
#Variable Setups
$SRCompleted = Get-SCSMEnumeration ServiceRequestStatusEnum.Completed$
$SRCompletedID = $SRCompleted.id
$SRInProgress = Get-SCSMEnumeration ServiceRequestStatusEnum.InProgress
$ACCompleted = Get-SCSMEnumeration ActivityStatusEnum.Completed$
$ACSkipped = Get-SCSMEnumeration ActivityStatusEnum.Skipped$
$SRClass = Get-ScsmClass System.WorkItem.ServiceRequest$
$ContainsActivity = get-scsmrelationshipclass System.WorkItemContainsActivity$
$SRReset = $False
#Get SR in question (from workflow params)
$SR = get-scsmobject -class $SRClass -filter "id -eq $ID"
#Get all children relations.
$ChildREls = Get-SCSMRelationshipObject -BySource $SR | ? {$_.relationshipid -eq $ContainsActivity.id -and $_.IsDeleted -eq $False}
#if there are children (don't reset SRs that don't have activities)
if ($ChildRELs) {
foreach ($childREL in $ChildRELs ){
#Get Activity from child relation.
$ChildAC = (get-scsmobject -Id $childREL.TargetObject.id)
if (!($ChildAC.Status -eq $ACCompleted -or $ChildAC.Status -eq $ACSkipped -or $ChildAC.Skip -eq $True)) {
$SRReset = $True
if ($SRReset) { Set-SCSMObject $sr -Property Status -Value $SRInProgress }
the important part of that script is the bit where i'm walking each child and checking it's status. you could adapt this to your situation with some framing adjustments.

Error while creating a service request in WCEM E Service

Hello Experts,
We are getting below error while trying to a service request in WCEM E service.
We are able to select the product from the catalog but when we click continue , but we are getting the below error
Cannot process an HTTP request to servlet [Faces Servlet] in [main] web application.
[EXCEPTION]
com.sap.wec.tc.core.ui.processflow.WCFProcessFlowRuntimeException: Error while resolving ''EVALUATE'' operation for process flow servicerequest:serviceRequestCreationProcess, process step 1, source expression #{processFlowViewHandler.createServiceRequestUpdateProduct}, and target expression ; java.lang.NullPointerException: while trying to invoke the method com.sap.wec.tc.core.backend.genil.GenilDataContainer.getFirstChild(java.lang.String) of a null object loaded from local variable 'btServiceItemsAll'
at com.sap.wec.tc.core.ui.processflow.ProcessFlowExceptionUtil.traceRuntimeException(ProcessFlowExceptionUtil.java:66)
at com.sap.wec.tc.core.ui.processflow.ProcessFlowExceptionUtil.logAndRaiseRunTimeException(ProcessFlowExceptionUtil.java:108)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperationEvaluate.runtimeError(ProcessFlowOperationEvaluate.java:83)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperationEvaluate.execute(ProcessFlowOperationEvaluate.java:44)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessStepTransition.executePreTransitionOperations(ProcessStepTransition.java:83)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessStepTransition.execute(ProcessStepTransition.java:46)
at com.sap.wec.tc.core.ui.processflow.runtime.TransitionableProcessStep.triggerTransition(TransitionableProcessStep.java:49)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowBase.consumeInput(ProcessFlowBase.java:148)
at com.sap.wec.tc.core.ui.processflow.runtime.UIProcessFlowController.next(UIProcessFlowController.java:248)
at com.sap.wcf.beans.uiprocessflow.ProcessFlowButtonsVCHandler.next(ProcessFlowButtonsVCHandler.java:65)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at com.sun.el.parser.AstValue.invoke(AstValue.java:187)
at com.sun.el.MethodExpressionImpl.invoke(MethodExpressionImpl.java:297)
at org.apache.myfaces.view.facelets.el.ContextAwareTagMethodExpression.invoke(ContextAwareTagMethodExpression.java:96)
at org.apache.myfaces.view.facelets.el.LocationMethodExpression.invoke(LocationMethodExpression.java:116)
at org.apache.myfaces.application.ActionListenerImpl.processAction(ActionListenerImpl.java:68)
at javax.faces.component.UICommand.broadcast(UICommand.java:120)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at javax.faces.component.UIViewRoot._broadcastAll(UIViewRoot.java:1028)
at javax.faces.component.UIViewRoot.broadcastEvents(UIViewRoot.java:286)
at javax.faces.component.UIViewRoot._process(UIViewRoot.java:1375)
at javax.faces.component.UIViewRoot.processApplication(UIViewRoot.java:752)
at org.apache.myfaces.lifecycle.InvokeApplicationExecutor.execute(InvokeApplicationExecutor.java:38)
at org.apache.myfaces.lifecycle.LifecycleImpl.executePhase(LifecycleImpl.java:170)
at org.apache.myfaces.lifecycle.LifecycleImpl.execute(LifecycleImpl.java:117)
at javax.faces.webapp.FacesServlet.service(FacesServlet.java:197)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.runServlet(FilterChainImpl.java:202)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:103)
at com.sap.wec.tc.core.filter.RequestSequencerFilter.synchronizeRequest(RequestSequencerFilter.java:134)
at com.sap.wec.tc.core.filter.RequestSequencerFilter.doFilter(RequestSequencerFilter.java:111)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.HighContrastFilter.doFilter(HighContrastFilter.java:91)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.SecurityFilter.doFilter(SecurityFilter.java:194)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.XSRFTokenEvaluationFilter.doFilter(XSRFTokenEvaluationFilter.java:126)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.uicomponents.renderer.util.MultipartFilter.doFilter(MultipartFilter.java:74)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.FastSessionTimeoutFilter.doFilter(FastSessionTimeoutFilter.java:115)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.SessionInitialisationFilterBase.doFilter(SessionInitialisationFilterBase.java:152)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.HttpsSwitchFilter.doFilter(HttpsSwitchFilter.java:141)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.CharacterEncodingFilter.doFilter(CharacterEncodingFilter.java:56)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.engine.services.servlets_jsp.server.HttpHandlerImpl.runServlet(HttpHandlerImpl.java:432)
at com.sap.engine.services.servlets_jsp.server.HttpHandlerImpl.handleRequest(HttpHandlerImpl.java:210)
at com.sap.engine.services.httpserver.server.RequestAnalizer.startServlet(RequestAnalizer.java:441)
at com.sap.engine.services.httpserver.server.RequestAnalizer.startServlet(RequestAnalizer.java:430)
at com.sap.engine.services.servlets_jsp.filters.DSRWebContainerFilter.process(DSRWebContainerFilter.java:38)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.servlets_jsp.filters.ServletSelector.process(ServletSelector.java:81)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.servlets_jsp.filters.ApplicationSelector.process(ApplicationSelector.java:278)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.WebContainerInvoker.process(WebContainerInvoker.java:81)
at com.sap.engine.services.httpserver.chain.HostFilter.process(HostFilter.java:9)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.ResponseLogWriter.process(ResponseLogWriter.java:60)
at com.sap.engine.services.httpserver.chain.HostFilter.process(HostFilter.java:9)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.DefineHostFilter.process(DefineHostFilter.java:27)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.MonitoringFilter.process(MonitoringFilter.java:29)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.SessionSizeFilter.process(SessionSizeFilter.java:26)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.MemoryStatisticFilter.process(MemoryStatisticFilter.java:57)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.DSRHttpFilter.process(DSRHttpFilter.java:43)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.server.Processor.chainedRequest(Processor.java:475)
at com.sap.engine.services.httpserver.server.Processor$FCAProcessorThread.process(Processor.java:269)
at com.sap.engine.services.httpserver.server.rcm.RequestProcessorThread.run(RequestProcessorThread.java:56)
at com.sap.engine.core.thread.execution.Executable.run(Executable.java:122)
at com.sap.engine.core.thread.execution.Executable.run(Executable.java:101)
at com.sap.engine.core.thread.execution.CentralExecutor$SingleThread.run(CentralExecutor.java:328)
Caused by: javax.el.ELException: java.lang.NullPointerException: while trying to invoke the method com.sap.wec.tc.core.backend.genil.GenilDataContainer.getFirstChild(java.lang.String) of a null object loaded from local variable 'btServiceItemsAll'
at com.sun.el.parser.AstValue.invoke(AstValue.java:191)
at com.sun.el.MethodExpressionImpl.invoke(MethodExpressionImpl.java:297)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperation.resolve(ProcessFlowOperation.java:46)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperationEvaluate.execute(ProcessFlowOperationEvaluate.java:32)
... 86 more
Caused by: java.lang.NullPointerException: while trying to invoke the method com.sap.wec.tc.core.backend.genil.GenilDataContainer.getFirstChild(java.lang.String) of a null object loaded from local variable 'btServiceItemsAll'
at com.sap.wec.app.eservice.module.servicerequest.backend.crm.ServiceRequestCRM.setNewSRRefObjectData(ServiceRequestCRM.java:2343)
at com.sap.wec.app.eservice.module.servicerequest.backend.crm.ServiceRequestCRM.createServiceRequestUpdateProduct(ServiceRequestCRM.java:615)
at com.sap.wec.app.eservice.module.servicerequest.businessobject.impl.ServiceRequestImpl.createServiceRequestUpdateProduct(ServiceRequestImpl.java:260)
at com.sap.wec.app.eservice.module.servicerequest.ui.handler.impl.ProcessFlowViewHandlerImpl.createServiceRequestUpdateProduct(ProcessFlowViewHandlerImpl.java:405)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at com.sun.el.parser.AstValue.invoke(AstValue.java:187)
... 89 more

Hi All,
I found the solution, the problem was that i didn't have the last SP of WCEM 3.0.
I have an another question for you guys:
Is it possible to customize(rename the fields) the workcenter/menu on the WCEM?
Thanks a lot for your help
Anass

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