Service ticket creation through web request

Hello,
I just need to know if there is any standard CRM functionality to serve the form and to create the service ticket ?
Regards
Sachin

Hi Gagan
Could you please share with your solution, i am kind looking help in same are. We are using CRM 7.0, but i can not find BOL component which is ISUSRV.
My requirement is to create Service Order from Webclient, example meter problem reporting, etc
Please kindly reply or by email shankar no dot vangari at gmail com
regards
shankar

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Inbound for Service ticket creation

Dear all,
An inbound FM being triggered for Service ticket creation which those info are coming from legacy system.
My requirement is, at the end of the inbound processing, i need to send back the newly created SAP ticket number back to legacy.
I found that during the Inbound FM execution, it just hold a new GUID where the actual ticket number has not been determined/populated yet (i noticed, actual SAP ticket number will only be populated after the execution of Inbound FM). For this case, i can not get the new SAP ticket number send back to legacy during the Inbound processing.
Do you have any ideas on how can i get the newly created SAP ticket number during the Inbound FM execution?
Your comments are highly appreaciated.
Thanks in advance.

cud u plz tell me function module ur using for inbound process for creating service ticket..
thanks in advance ..

Service Order Creation through IC Web client

Hello Experts,
I am facing some problem for service order creation in IC Web client.
Description: "ISUSRV" is the new BOL component in CRM 7.0 for service order creation in ISU System. BOL Object is given in this component is "IsuserviceOrder" for service order creation.
Through this component in BOL i am able to search service order.
Problem: When i am trying to create new Service Order it gives error Massage creation failed.
(1) How to create service order through this BOL Root Object "IsuServiceOrder" which field are required to fill the data before create order.
(2) I found ORDER_CODE field in BOL Root Object "IsuServiceOrderu201D when trying to create order what value fill in this field.
(3) I have create one view Using BOL Root Object "IsuServiceOrder" with Save button how to save the service order through this button. What code is required for Save the View data?

Hi Gagan
Could you please share with your solution, i am kind looking help in same are. We are using CRM 7.0, but i can not find BOL component which is ISUSRV.
My requirement is to create Service Order from Webclient, example meter problem reporting, etc
Please kindly reply or by email shankar no dot vangari at gmail com
regards
shankar

Customer creation through Web service portal in ECC

Hi All,
We have a requirement where we have to Create/ Change Customers (Tcode XD01/ XD02) in ECC through Web service portal linked with RFCu2019s.
1.      There is standard FM for this SD_CUSTOMER_MAINTAIN_ALL, But SAP standard functionality/ notes recommend not to use this FM for such requirements.
2.      Since we have periodic configuration changes for Customers, The option for using BDCu2019s is also ruled out.
3.      Since we have to do the error handling and reporting back to web service portal end as well, Using IDocu2019s also looks tricky at this moment.
Please suggest ways to accomplish this. Any input is welcomed.
Thank you.

Hi,
SD_CUSTOMER_MAINTAIN_ALL is used in standard during the maintenance of a consumer using the standard customer master data transaction XD01 & XD02.
It is not intended to be used out of the transaction and in no case it should be used out of its original context. Due to the specificity of the function module, out of the original context we may face limitations and data inconsistencies.
This is precisely what you will face in your case.
For the maintenance of customers, there is NO BAPI and NO direct function module.
There are some functions modules like the one above where the name is looking nice. But these should not be used.
Below ECC 2005 (6.00), the only solution was batch input and DEBMAS idocs. See [note 384462|https://service.sap.com/sap/support/notes/384462]
Starting with ECC 2005 (6.00) and above: a synchronisation tool has been introduce. See class CMD_EI_API and VMD_EI_API
Hope this helps
BR
Alain

Adding classifications to service ticket in IC WEB CLIENT

Hello,
We use the IC Web Client system with an interface to an HP open view system.
To open a new service ticket we plan to use the CRMXIF_ORDER_SAVE function through a web service.
We would like to add classifications to this order but it doesn't exist in this function.
1.     Is there any function (BAPI) that can open a service ticket with classification?
2.     Is there any function (BAPI) that can open a new classification and assign it to a product?
3.     Is Hp open view is a certified partner of SAP and there for has a connection to assist with the IT Help desk scenario?
Thank you very much.
I will really appreciate it if I will get an answer for those questions.
Nurit Rotman

Ritu,
You need to have Service Add On Extension to view Service Ticket in the IC WebClient.

How to fill appointment details during service ticket creation?

Hi experts,
I have a requirement wherein I need to populate a specific appointment type details i.e. APPT_TYPE(ex:ZCREATE, TICKET_CREATE..etc) for a service ticket when the service ticket is being created.
Although it can be done by CRM configuration, I want to do it through ABAP only.
Service tickets are being created in ICWebClient.
Reward points assured for helpful answers.
Regards,
Amit
Message was edited by:
Amit Kumar

Hi,
To achieve this, create an action in which you will place your code that is only triggerred once (you will need to decide what is the start condition for this new action)
It will need to do 2 things to set the information you want:
1. Use function module CRM_ORDER_MAINTAIN to set the appointment data
2. Call method REGISTER_FOR_SAVE in class CL_ACTION_EXECUTE to ensure the new information is saved onto the service ticket.
I have done this with other information setting on the service ticket during creation and it works fine.
Why are you not using config to do this ? Is it a special calculation for the date that is not catered for in configuration ??
Cheers
Colin.

Service Order Creation through Sales Order...

Hello,
I got one requirement it is , we need to copy the account assignment (WBS element ) from sales order line item to service order line item . Morever same wbs element should be used to create automatic settlement rule in service order.
This should also work even if user changes the WBS element later. i.e, updated WBS element should again update service order and settlement rule automatically.
I tried to use Exit MV45AFZB and routine USEREXIT_MOVE_FIELD_TO_COBL, but still i am not able to see the data in service order Location tab, Object tab.
I checked the table ILOA, its not getting updated when creating Service order via sales order.
I am not able to see any fields value coming on Service order screen when creating through sales order.
Regards,
Sujeet Mishra

Hi ARC,
Here the issue is that, Sales Order is getting created but while sending the Order num. to Webpage through web service then rasing below Exception.
Runtime Error UNCAUGHT_EXCEPTION
Except. CX_SOAP_CORE
Date and Time 07.05.2008 20:13:24
ShrtText
An exception that could not be caught occurred.
What happened?
The exception 'CX_SOAP_CORE' was raised but was not caught at any stage in the
call hierarchy.
Since exceptions represent error situations, and since the system could
not react adequately to this error, the current program,
'CL_SOAP_TRANSPORT_EXTENSN_ROOTCP', had to
be terminated

Regarding claim creation through Web

Hi friends,
We have process like through dealer service call we can create claim call as a followup, but here the thing is that for suppose service call has got 1 line item of 2 quantity I should suppose to create 2 claims with each of 1 qty. or I should suppose to create one claim with 2 qty. But in present scenario I can create multiple claims, which should not suppose to happen. At present it is giving prompt with all the items and qty.details when I click create followup option. Is there any way to solve this like first time if I create one claim with 1 qty, next time in prompt it should display item with remaining qty. i.e. 1 only. Kindly clarify me.
Note: Through web we are using this process to create claim.
Regards,
Steve

Hi Steve,
If the Machine product has a spare part which is failed and service call has identifed from the customer that both the quantity is for the same Machine product then one claim with two qty will work. If the same customer has raised a service call for two machine product's and one spare part each then two claim transaction each one qty is required. Currently in our project the dealer is allowed to raise a claim with two different line item and not same line item more than one qty. The business logic behind this is same spare part which is failed cannot be serviced again within 30 days time...
Hope this clarifies
Regards
C.J

Automation of service ticket creation using RFC

Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
Approach:
The workflow will have a method(custom enhancement) that updates a custom table in ECC.
We(CRM) have to develop a RFC function module to read the data from ECC and update it in the custom table of CRM.
we have to create a program to loop the data from custom table and create a service order/ticket by using a function module.
As of now the process looked good.
1. But we don't see any link between the record in the custom table and service ticket generated. we cannot compare the service ticket and from which record it generated?
2. After using RFC we read the data into CRM custom table. How do we compare both the tables and delete the ECC table as soon as the CRM tables is updated?
3. when the service ticket failed to generate we should update the field in the custom table (CRM), the number of failures
Please help me .....Suggest me if there are any other approaches?

For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
For question #2, John Burton wrote an article in CRM expert a few years back that explains this concept well. The email coming into the agent inbox doesn't create the ticket until processed but his article explains how it can and give and auto repsonse to the sender with the ticket number attached.

Listening to Service ticket creation event

Hi,
I have a requirement to check the ticket details and populate one field as per the ticket details. This operation has to be done on the below scenario.
u2022 A service ticket is generated and already has a property confirmed
u2022 A property(iObject) is confirmed for a new service ticket
u2022 The property(iObject) is changed on the service ticket
u2022 The service ticket is saved .
We can handle the scenario 2 and 3 from UI. But I do not know how to handle the scenario 1 i.e. whenever a service ticket is generated. Is there an event which gets raised whenever a service ticket is generated ?
For scenario 4, I am planning to invoke the required operation in the save button code which is available in UI. But when agent ends call, then also the service order gets saved. Is there a way I can invoke my code just before save ?
Regards,
Manas.
Edited by: manas sahoo on Aug 6, 2008 9:44 AM

Hello Manas,
Check if this suggestions may help you.
For scenario 1, you can check method IP_INBOUNDPLUG of your service ticket controller class. Maybe there you'll understand if a new bol entity for the service ticket was created or not.
For scenario 4, you can use ORDER_SAVE badi. This BADI was 3 methods to manipulate a document before you saving it. See it to check if any of those three can help you.
Kind regards.
Bruno

Issue in DBM service order creation through RFC

hi everyone,
I am using the RFC '/DBM/ORD_RFC_CREATE' to create the service order. I have executed in test run in SE37. The Serice Order is not getting created. I am getting message in return table that 'ordertype is not in table '/DBM/C_ORDERTP'.
Thanks in advance!!

Hi Balaji,
Check your order type is present in table /DBM/C_ORDERTP or not? if your order type is custom order type that need to be configured by functional peaple. so it will be there in table /DBM/C_ORDERTP.
Regards,
Lokesh

How to Navigate from Confirm Account to Creation of Service Ticket

Dear Expert,
My client does not want to create a interaction record after account confirmation. They want to go directly to Service Ticket creation.
I am using CRM 6.0 SP05.
Could you guide me through the steps for that?
Which customizing steps need to be done?
Thank you very much in advance.
Best reagrds
Ahmed Hadi
Edited by: Ahmed Hadi on Dec 15, 2009 2:43 PM
Edited by: Ahmed Hadi on Dec 15, 2009 2:44 PM

Hello Ahmed,
I discuss the pros and cons of this strategy a bit in my book, "Mazimizing Your SAP CRM Interaction Center", but you can also find the basic info in this blog, "[Everything you need to know about the Interaction Record in the CRM Interaction Center|/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center]".
There is a BADI (CRM_IC_IARECORD) that can be used to suppress the creation of the Interaction Record. SAP does not recommend to actually supress the creation of the Interaction Record (as it is needed for various out of the box reporting and analytics options, as well as for maintaining object links and other features). Rather, you might want to simply use Intent-Driven Interaction with the Rule Modeler to automatically navigate to the Service Ticket screen after some UI event like BP confirm or IBase confirm (or whatever other even you want). If necessary you could also remove IR link for the NavBar.
Best regards,
John

Service Ticket in CRM 7.0

Hello,
We are upgarding CRM 5.0 to CRM 7.0. Client is using Service Ticket in IC Web Client in CRM 5.0. As part of the project, we don't want to migrate it to service request. We will continue using service ticket in 7.0 as well. But client wants to use WebUI screen for service ticket. I know that SAP does not provide any WebUI screen for Service Ticket. But I have noticed that when I click on service order link in CRM 7.0 IC Web, it is giving me a pop-up to select the document type. One of them is service ticket. I believe this behavior is because of the same business object type 'Service Process' for order and ticket. Can we just use this WebUI screen to maintain the service ticket? I also know that there are certain validations in the service ticket user interface. But, if the process works fine for our requirement, then can we use WebUI screen?
Please let me know as soon as possible.
Thank you,
Sapan Shah

Hello,
For the pricing error, if no pricing date required, please check of the pricing relevency at item category customizing setting under both transaction category BUS2000115 and BUS2000116.
For the UOM error, please check whether a base unit and sales unit for this dummy product are maintained and the organizational units used in the order are assigned.
Alternatively:
you can use the BADI: CRM_SERVICEPROD_BADI, there you can create your own implementation and change the default product investigation to your individual product.
I hope this could be helpful.
Best regards,
Maggie

Service ticket's priority value

Dear Experts,
I'm just wondering on how to perform the customizingby by add in a new priority value, where the Priority is the value that available during service ticket creation in Satellite system.
FYI, I'm using Solman version 3.2 and the Satellite system is R/3.
I did tried some customizing in SolMan for the Priority field, but the added value wasn't reflected back to R/3 during the Service Message creation.
Could you please comment on where i went wrong?
Thanks in advance.

Dear FSCHU,
Please kindly try doing this in your SPRO
SAP Solution Manager Implementation Guide
- SAP Solution Manager
- Scenario-Specific Settings
    - Service Desk
      - General Settings
        - Define Transaction Types
          -> Assignment of Business Transaction Categories
            -> BUS2000126 Business Activity
              -> Customizing Header
                 => Priority
Hope it helps.
Regards
Amit

Service tickets - User and system status

Hi guys
This is the scenario, there was a complaint raised by our resolver groups saying that they were unable to open any service tickets logged through to them from our Contact Centre Agents. All this happened in a space of 5 hours only
Under the Header Overview of these service tickets, when I view the changes to this document, i saw that every service ticket that was logged user status shows CLOSED and system status shows COMPLETED
Please advise what could have caused this?
Ravi

Hi Arden
Went through a few of those cases and picked up this
The last system status entered shows TO BE DISTRIBUTED - by the Interaction Agent user
Responsible Group deleted - and new value shows the new responsible group
But the time frame bewteen the old value and new value is what concerns me. Theres a gap of about 45 minutes on average from the time the case is logged "open" till the time the case is "in process" by the resolver
But as per the resolver groups, they could not access these cases once they were logged. So it seems these cases were all "locked" basically and could only be access minutes later
Ravi

Service ticket creation through web request

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