Service Ticket - Categorization Schema (Codes, Catalogs, Code Groups)

I have a Categorization Schema (attached to a subject profile used as categorization for a service ticket in CRM 2007 IC)
BMW
--- 3 Series
--- 5 Series
--- Z4
Mercedes Benz
--- C Class
--- E Class
--- S Class
I have
Catalog - "Cars"
Code Group "BMW" with it's Codes (2, 5, Z4)
Code Group "Mercedes" with it's Codes (C, E, S)
When I create the Schema each node asks me for a Subject Code. In the dropdown I get 2,5,Z4, C, E, S.
How do I just get it to show the codes in the subject code dropdown relevant to either BMW or Mercedes?

Hi David,
I can easily relate to your concern as i was also involved with the same.
Actually category schema will always give you list of all the codes because there is no heirarchy maintained. Hence , it is a one time activity wherein you will have to select the particular codes from the list of all codes for your schema heirarchy.
I gave the description to my codes to make it simpler..
ie..category 4 for me reads -->Cars-BMW-Z4
--->cars-MZ-C
This is just a help so that you can easily reach your correct code from the list of codes to be assiogned for your category modeler
this is one of the most laborious tasks, although it can be imported and exported.
hope this helps
Thanks
Regards
Raj

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Categorization schema - Update category codes in old transactions

Hello all,
How can I update older CRM cases to reflect category codes belonging to an Active categorization schema? Any custom development needed?
Thanks
JD

Hi JD
Very simple...just cannot be done (or should I say shouldn't be done).
The Category Modeler is ruled by version control.
Effectively it says, when was this Transaction Created (Date & Time), therefore what Category Modeler version was active at this Date & Time. For the Active version then only allow the values which made up the Category Modeler.
However, there is a way to trick the system. In Transaction CRMD_ORDER you can view your transactions and you'll be able to select the required values you seek as their is no version control logic present in this function.
HOWEVER...certainly in our case we have serious issues with our BW Uploads when this is done. As our Category Modeler extractor cannot determine how to match the Category selected to the actual Category Modeler.
My advice...DO NOT TRICK THE SYSTEM...stick with the way it was designed.
Regards
Arden

Service Ticet categorization values

Hi All,
I have a requirement for to extract Service ticket categorization values (Category 1, Category 2...Category n). I'm able to extract only bottom category, instead of all hierarchy categories using catalog, code group and code.
Is there any function module or tables to extract all categories corresponding to the service ticket. Could you please let me now your thoughts.
Thanks in Advance.
Narasimha.

Hi Anais,
Did you miss any point while configuring according to the wiki. As a thought -
1. When you assigned transaction type to catalog categories, did you select Defect Locations / Object parts. This is type D to be assigned to your transaction type.
2. For your categorization schema whose values are to be populated in 'Subject' block, you will have assigned Application areas. There will be two entries -
Application ID - Parameter - Value
INCIDENT - TransactionType / Catalog Category - <Your Txn Type> / Defect Locations / Object Parts
Rule Modeler - Context - Service Request Management
Check if both these are there and your schema is active.
Found a similar thread as per your need. May be you already had a look.
SAP CRM ; Subject and Reason block are grayed out, Multilevel Categorization not working
Hope this helps.
Best Regards,
Niraj

Service Ticket Vieew-Need Urgent

Hi All
I need small info
-->how to categorisation externa, attiibute structre values to SERVICE TICKET view..
--->can we add fileds to categorisatoion schema bu USING EEWB.?
i tried this but iam getting the error like
wizard cannot read values form atributes ,,wheni gave dataelement for field..but if we add with out data element it is ok.

Hi,
A adding the four fields as
1. laucntransaction1
2.launchtransaction inherited
3.launch transaction 2
4.launchtransaction2 inherited top CRMCMP_MC_ATT
You mean you are adding these four fields in the Service ticket view instead the standard category 1..4 ?
These fields can be changed in the SRTVHEAD view .HTM code. (workbench)
however the flow of data for these four fields comes from category modeler created for service ticket.This service ticket has codes( catalog,code gourp code) which will store the values
B.go to view service ticket and add buttons ICCMP_BTSHEAD
getting the values form categorization schema based on the service ticket categorization
so put that transactions as buttons and trigger that transaction when we click on it.
I am unable to understand this part ? Plz elaborate
Also let me know the requirement scenario...
Regards
Raj
Edited by: Shankar Raj on Jul 21, 2008 12:54 PM

CRM 5.0 Incoming Email - Creation of a Service Ticket

Hi Gurus
For an incoming email I've managed to configure ERMS to create a Service Ticket.
A number of values are however not correct or missing entirely.
Is it possible to correctly populate the Multi-Level Categorization for the Service Ticket and if so how.
Many Thanks in advance
Regards
Panduranga

Hello Panduranga,
We've implemented a requisite very similiar to yours in version 4. We've created a new class, to a new ERMS service, to be added in our ERMS profile manager.
The way we filled the service ticket categorization was by doing the following:
Each node at category modeler must be associated to a subject code (combination of technical fields katalogartcodegruppecode). So, all you have to do when you're creating a new service ticket is to indicate your subject code to CRM_ORDER_MAINTAIN importing parameter: it_service_os.
Something like this:
ls_subject-ref_handle = gv_handle.
ls_subject-katalogart = iv_katalogart. "KATALOGART
ls_subject-codegruppe = iv_codegruppe. "CODEGRUPPE
ls_subject-code = iv_code. "CODE
ls_subject-mode = 'A'.
APPEND ls_subject TO lt_subject.
ls_osset-ref_handle = gv_handle + 1.
ls_osset-subject = lt_subject.
ls_osset-subject_profile = lv_service_h-subject_profile. "YOUR SUBJECT PROFILE - TO GET IT USE FM CRM_ORDER_SERVICE_H_SELECT_CB
ls_osset-profile_type = 'A'.
APPEND ls_osset TO ls_service_os-osset.
ls_service_os-ref_handle = gv_handle.
ls_service_os-ref_kind = 'A'.
APPEND ls_service_os TO gt_service_os.
ls_input_field-ref_handle = gv_handle.
ls_input_field-ref_kind = gc_object_kind-orderadm_h.
ls_input_field-objectname = gc_object_name-service_os.
ls_input_field_names-fieldname = 'CODE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'CODEGRUPPE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'KATALOGART'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
INSERT ls_input_field INTO TABLE gt_input_fields.
Then all you have to do is to use internal table gt_service_os as it_service_os at CRM_ORDER_MAINTAIN.
Hope that this helps. If not, just write back and If I can, I'll help you
Kind regards and good luck.
Bruno
Edited by: Bruno Garcia on Aug 21, 2008 3:20 PM

Catalogs, code groups and codes not available in service order in Web UI

Hi,
I have created and maintained a subject profile for the service orders that i am using for my business scenarios. The same is visible under the objects tab in transaction data of the service order business transaction in the SAP GUI.
However the same are not visible anywhere in the Web UI (they are not available in the list of available fields as well in BSP_WD_CMPWB for BT116H_SRVO).
Can some1 pls advice me with the steps so as to make the catalogs, code groups and codes in my service orders available in the Web UI screen as well.
Will really appreciate if detailed steps are provided since I am new to Web UI technology.
Warm regards,
DP

Deepak,
I'm 99% sure (although dont quote me as I dont have a developer key so I cant finish my testing) that you're missing the context Nodes - so although you have the assignment block yuo have no link between the code set and the service order header. You havent referenced them in your comments on this post in any case.
Try this:
Go into BSP_WD_CMPWB
In the Browser component Structure open folder Component > Views
Double-click BT116H_SRVO/DetailsOV and in the structure expand to BT116H_SRVO/DetailsOV > BT116H_SRVO/DetailsOV > View Controller > DetailsOV.do > Context
Right-click on folder Context Node and click Create
Follow through the wizard defining a Z context Node (e.g. ZBTSubject) and a Model Node of BOL Entity BTSubject
Define any Dependencies etc you may wish to have and so on (most of the wizard is optional)
Repeat the same for the BOL Entity BTSubjectSet
Now go back in and see if your values are populating. I'm not a developer (and never have been), so I cant guarantee this will work as I dont have a developer key to test this, but I am quite sure that this needs to be done for you to get your values populating.
Good luck, Merry Christmas and a Happy New Year (& please award points if useful!)
Andrew Griffin.

Steps to use Classification w service tickets- No categorization schema

I have been searching SAP help & SDN but no luck figuring what steps I need to do to use the classification in the Service Ticket.
1. I used the category modeler to create a 2 level schema.
1a. schema assigned to busines activity ticket in application area, parameter = subject profile, Value = ZACT00002.
1b. status is released
1c. in the categories I assigned to a catalogue / code group / code ZACT00002 (as set up in the IMG - Catalogues, codes, profiles)
2 I assigned the DEFAULT categorization profile to my IC profile (has service allowed to 4 levels)
3. I don't have a service product assigned but not sure I need one (nor know how to assign one)
But when I confirm a BP, the error message > >>>
No categorization schema assigned to application area (BUS_ACTIVITY, SUBJECT_PROFILE, ZACT00002)
& go to service ticket, the classification field is still empty.
Would appreciate if someone could tell me what I am missing.
Edited by: Glenn Michaels on Feb 12, 2008 2:34 AM

Hi Glenn
The Status of the Schema should be active. You can set a Date & Time From (and To) which the schema is valid for.
Normally the default from date is set for 24 hours time, which means you wait till the schema is active before you test, however you can change this, I usually set it to 10 minutes in the future.
That is probably your main issue at the moment, once the Schema is "Active" you should have more luck.
You will need to create a Product for "Service", called INVESTIGATION. Wihout this product you'll be dogged with product related errors.
Before you create the INVESTIGATION Product you'll need to ensure a Hierachy and Category exist which the Product can belong to. I think the Best Practices guide will help you with this.
If you get stuck further, drop another hit.
Good Luck.
Arden.
Reward with points if helpful

Catalog -code group & codes (object part,causes,damage,etc)

Dear PM gurus,
request kindly help to activate and flow the catalog - code groups & codes in standard report of iw29 or iw59 for the following code group & code
Notification Header level of Items :
1. Code group - Object part & code
2. code group - Damage & code
Sub header level of Items -- CAUSES
1. Code group & Code
Cause code text & cause text
in pm & service notification we are using the above code groups & codes, but the contents are not flowing in IW29 & IW59, pl help
thanx in advance
regards
Srihari

hi arun,
can u pl tell me whether i get
code group text & code text of the following in iw29 report thru filter?
causes
damage
activities
the above codes are given in pm notification, expecting the same info in iw29, pl do check thru set filter and let me know whether we get these along with (code group, coding code )
pl help if u know which report the above are coming
thanx in advance
regards
srihari

Code groups & codes -catalog

hi pm gurus,
we have customised catalog code for our pm-cs notificatcations.
we have code groups & codes under catalog.
we have created lot of code groups & codes in code groups, now we wanted to delete or deactivate or block some of the code groups & codes. how this is possible ?.
pl help.
regards
srihari

hi,
Please note down the path for deactivation of catlogs.
SPRO --- Plant maintenance & customer services - --- Maintenance & service processing -
maintenance and service notification -
notification creation -
notification conents....Maitain Catalog..
click on define catalog....
What u r asking is only about... catalog that's is the combination of code groups.....
from here u can deactivate catalog...
incase of doubt please ask...
Regards,
Amit kushwaha

Catalogs, Codes and Code Groups in Response Profile

can i assume this parameters to product or something else?

Hi Alex,
When you create a response profile for your service process, you must define the response times based on your SLA. The response times can be defined by priority (so that your incidents with very high priority must have a first response in 30 min and be completed in 2 hours, for example) but you also can define that the system should calculate the dates based on indicator keys that have different timeframes with durations, so you can combine and configure that incidents with priority X and category Y have a different duration for first response than an incident with the same priority but category Z, and so on..
In order to use category, code and code groups, you must first maintain these values via SolMan IMG in "Scenario-Specific Setting->Service Desk->Maintain Categories and priorities", and you can maintain Catalogs and Codes via "Scenario-Specific Setting->Service Desk->Define Catalogs, Codes and Profiles".
(They are also available in the CRM IMG)
Hope I could help you..
Regards,
Raquel Cunha

Catalog /Code group updation

Dear Experts,
As pe r my knowledge we have to update the below master data in SPRO only:
> Catalogs / Code Groups / Codes
Hope i m right, and we have to update the same manually one by one or any other BC or LSMW kind of thing is there. plz guide

Hi Deepak.........
Yes, its true that you can update the Catalogs, Code Groups & Codes through SPRO only. They are the master data to be uploaded in SPRO i.e. customizing. For this you donot need any BDC. By LSMW, you can upload this or simply cut paste of Excel Sheets is more than enough for this.
You cannot update this through Tcode because its a Client Specific & uploading a catalog will happen with using * means the entire catalog is blocked for usage by the users till you save your changes & close the screen.
Hope, you understand......
Regards.........

Deleting codes from code groups/catalogs

Hi experts,
Is it possible to delete a code that is associated to a code group/catalog ?
Obs: I have already used this specific code. So, the field "U" (Data record is being used) is already flagged.
From all activities, I've checked if none of these activities are with the code.
But, I'm still unable to delete the code of code group.
Thanks in advance

For the code / code groups which are being used, you can't delete, but there's some workarounds :
If you can stop the creation of transactions for 2 mins. use METHOD 1, if not use the METHOD 2 for each code and code groups (which is harder, and longer).
METHOD 1
First method is to enter X to the field HIST in table TQ15 for the catalog in which the codes/code groups are. (it makes the catalog "inactive")
ATTENTION : You must rechange it when you have finished deleting codes / code groups !!!
METHOD 2
Edit the field VERWENDUNG of the table below (you must remove the value 'X' with DEBUG directly from the table):
table for code : QPCD
table for code groups : QPGR
hope this helps..

BI Reporting Categorization levels in the service ticket RSA5

CRM 5.0
We have created a 2 level categorization for our ICWC with values created in the category modeler. In the ICWC user can fill in category 1 & category 2 (GOOD)
But in RSA5 in running the BI extract 0CRM_SRV_PROCESS_H
The extract only appears to hold the category 2 data.
If we create a service ticket and only fill in category 1 (leave category 2 blank) then the category 1 data is in the extract.
How do obtain both level 1 & 2 data for BI reporting? Points to be given.

Hi Glenn,
The reason why is because the second level is stored with the first level concatenated to the second level. I'll clarify this.
The configuration of the catalog/codes is like this:
Level 1
C_1 Hardware
C_2 Software
Level 2
D_1 Printers
D_2 Screens
D_3 Mouse
D_4 Windows
D_5 Office
Via the Category Modeler the following hierarchy is created:
C_1
   |__D_1
   |__D_2
   |__D_3
C_2
   |__D_4
   |__D_5
If you look at the technical code, the level 2 is stored like this: C_1:D_4 in the service ticket
To make a reconsiliation of both levels in BW I believe you should transfer the following tables to BW
CRMC_ERMS_CAT_CA
CRMC_ERMS_CAT_CD
CRMC_ERMS_CAT_CL
CRMC_ERMS_CAT_CT
These tables contain the technical code + Description of the categories.
When you make the BW report, you need to read the category, split it by the ":" and rebuild the levels yourself based on the tables.
hope this helps.
Micha

Call types ,service, category , Responsible group in service ticket

Hi All,
I have to config Date as drop down to 1. Responsible Group 2. service ,3.category 4. call type in SERVICE TICKET on Web client .
can any body please tell me , where i have to do config to get data as drop down in service ticket .
Thanks,
Aravind.

Hi Aravind,
You can configure drop downs in service tickets using category modeler which is a BSP application.
1. maintain categorization profile
IMG Path: CRM>IC WebClient>Business Transactions-->Define Categorization Profiles,copy default and rename it
2. Create subject profile
Customer Relationship Management > Transactions> Settings for Complaints> Settings for Subjects> Define Subject Profiles,
3. maintain the subject profile in ur service ticket
4.you can add CRMM_ERM_CAT to your favourites.Here you will have to make a schema first and then maintain the application area as service ticket, maintain the correct subject profile,then you can create nodes and subnodes and define the drop down values.
5. after doing this,remember to change the status to Released in the basic data tab page of category modeler application
No you will be able to see the drop down values in category modeler

Categeriastion schema and Service Ticket

Hi
i have to add fileds in categorization schema .this can be done by using EEWB,but how can i see this transaction in UI
i have to add two new buttons in the sales ticket view ..already one button ist here in that view but i am unable to get the code where the code present for those buttons.

solved

Service Ticket - Categorization Schema (Codes, Catalogs, Code Groups)

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