Service Ticket multi level category

Hi
We are in the process of extending our multi level categorzation for service tickets from 3 to 4 in CRM5
But I realize that we have too many values to maintain in the code/code groups as well as category modeler and this is going to affect the response time, im talking of over 1000 values
Is there a way for me to populate this new category 4 level with values direct from sort of table? I dont want this linked to my category 1,2,3 levels
I thought that maybe theres a way for us to this instead of going EEWB and workbench route
Please advise
Thanks
Krishna

Hi Martin
Multi-Level Categorization for Interaction Record is 100% completely possible.
There is a snag however.
In the Interaction Record you only get one field to view the category.
So if you have say 3 tier category in your one field it would look like this.
Kitchen equipment (Category 1)
Cutlery (Category 2)
Knives (Category 3)
Forks (Category 3)
Entertainment Equipment (Category 1)
TV (Category 2)
Widescreen (Category 3)
Plasma (Category 3)
Hifi (Category 2)
Not so loud (Category 3)
Really loud (Category 3)
(There would be indentations between each level but is too hard to format within this interface)
It looks really naff and doesn't take long before you start running out of space.
It's fine of you have a handful of categories, but it just wasn't useful for us.
We went with Service Tickets to 3 levels. SAP Standard will allow up to 4, plus customizing you can go to 9 I think.
Each Category fits in it own field so very readible.
Hope this helps
Regards
Arden

Similar Messages

Category field in Service Ticket

Hi all,
CRM 5.0 ICWC
How/where can we see the categroy field in the ICWC service ticket.
Scenario : e mail service ticket will have category E-mail and Telephonic call service ticket will have TEL as the categroy .
CRM Online has the Category filed in the Service ticket transaction type Header.
Please help!
Full marks for good answer!
Regards
Raj

Hi Micha ,
I was able to add category to my Z_CRM_IC BSP application,now i have the runtime repository also defined for this .
I am currently trying out this
SrvTHead.htm
-->BTActivity ->BTHeader.htm
<crmic:dropdownListBox
id                = "category"
width             = "100%"
table             = "<%= BTCATEGORY %>"
nameOfKeyColumn   = "CATEGORY"
nameOfValueColumn = "TXT30"
selection         = "//BTActivity/Category"
disabled          = "<%= BTActivity->GET_I_CATEGORY( ) %>" />
it throws process errors:
Method "GET_I_CATEGORY" is unknown or PROTECTED or PRIVATE.
any suggestions.
Regards
Raj

Classifications on Service Ticket

Hi all,
I'm trying to track down the tables that stores the values which a selected in a Service Ticket for the category modeller classifications.
I know all the source information is held in the Subject Profile structures and the CRMC_ERMS_CAT* tables contain all the hierarchical data, but I am struggling to find out the values selected for a specific Service Ticket.
Any pointer or help much appreciated,
Jon

Hey John,
I'm sort of trying to achieve the same in that I'm producing a extract report of service tickets matching certain criteria and also needs to show the Category values entered against the four category hierarchy fields within the service ticket.
I'll give you a shout when I get a complete solution. I have some code which should (in theory) work and I'm testing it now. It's a very complicated process though.
In the meantime, these tables may be what you want:
CRMC_ERMS_CAT_AD
CRMC_ERMS_CAT_AS
CRMC_ERMS_CAT_AT
CRMC_ERMS_CAT_CA
CRMC_ERMS_CAT_CD
CRMC_ERMS_CAT_CT
CRMC_ERMS_CAT_HI
CRMC_ERMS_CAT_IC
CRMC_ERMS_CAT_ID
CRMC_ERMS_CAT_LN
CRMC_ERMS_CAT_OK
CRMC_ERMS_CAT_QU
CRMC_ERMS_CAT_SP
Regards
Gary

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Hi
Once I confirm the customer account, I click on "Service Ticket".
I'm getting the following error "No Item Category could be created". I've taken a look at a few of the Item Category Groups & Usages and none of them appear to be exactly related to a Service Ticket. I believe this maybe the issue.
Would anyone have some guidance on this.
Points will be awarded for the right info.
Many Thanks
Arden

Thanks Johnny
Do you know if this resolves the issue with the creation of the Service Ticket or does it just make it easier to link the Header & Item Level attributes.
Points awarded
Regards
Arden

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
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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
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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

URGENT: Changing status at Header level in Service Ticket in Webclient

Hi All
Please reply ASAP.......
I am changing status for service ticket in webclient at Header level.
But at item level system status is not changing.
Is there any config in CRM where user status or system status is copied from header to item level
Basically need is to trigger item status when header status is trigerred....
Can anyone help me in resolving this issue.
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Pankaj Vispute

Thanks Bhanu,
I solved my problem with your answer.
Thanks,
Praveen

How to check Category is filled or not in Service ticket?

I have requirement to check the category field (CAT_GUID) is filled with value or not.
I would like to check this category field in the Badi zOrderSave of service ticket.
How I can accomplish this issue?
Your reply is appreciated.
Banu

Hi Banu,
I understood that you have to check Category field.
Please, "se"nd m"e an "e"mail" with a print screen highlighting the information that u need.
caiqueescaler hotmail com
Regards,
Caíque Escaler
Edited by: Caíque Escaler on Jun 23, 2010 8:34 PM

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

Change Multi-Level Price Difference Process Category

Hello ML Gurus,
We have a situation
Our I2P team has certain process orders that are recursive -- header material the same as component. (These are NOT rework order types, but standard process order type PR01). In the beginning, they posted GR as process category "Receipts", and GI as process category "Consumption". This resulted in cyclical error during CKMLCP. When we cut off connections and ran, it left a huge price difference as "Not Allocated".
To circumvent this problem, I2P used a BADI to change the process category for the consumption to "Receipts". Everything was ok, until the monthend. When we do the Multi-Level Price Determination, the price difference gets posted to Consumption only, and since the original consumption is moved to "Receipts", the entire price difference is now "Not Allocated".
We think we can fix this by changing the process category for the multi-level price difference to "Receipts" also.
Is there a way to do it? Any BADI, User Exit, Enhancement -- anything?
Also, this is not a pretty design....do you have a suggestion for improving the overall process? We used to have a Product Cost Collector and post these consumption and then settle them monthly, but we lost traceability for the batches so we cannot and do not use them.
Appreciate your help.
Cheers,
TD

Hi,
Basically single level price determination calculates periodic unit price based prices differences for that material alone is considered
Multilevel price determination considers its own differences as well those of the input materials.
Hence single level price determination is a prerequisite for multilevel determination
Ganesan

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

Multi Level Categorization in Interaction Record

Hello Gurus!
We are implementing CRM 7.0 and setting up multi level categorization for interaction records and service ticket. I have managed to set up all the required config and the categorization schema in Web IC. It is working in service ticket. However, for interaction record in web IC, the problem is that in the Categorization Tab, there are no fields showing up. I tried adding the fields but there seems to be none similar to service ticket where the fields for Level 1, Level 2, etc... can be seen.
Have you got any idea on how to make the Level fields show up in the interaction records so we can test the multi level categorization for IR?
Thanks!

Glen,
I have gone into IC manager role and used categorization schema and i cannot see my customized Catalog for Business activity.
I have checked Category of the catalog which i have manually created and it is "Activity-reason" .
I have tried using the default catalog and added my Codes into it and created Scema but i do not see the categorization in Web IC and more over the Subject feild is in active. I have added the code groups and code feilds and they are displaying a error message.
Thanks Amar

How do we Define Multilevel Catagorization for Service Ticket

Hi Experts,
Can Any one Help on
How do we define Multi Level Catagorization For Service Tickets in IC WEB Clients for CRM 5.0.
Cheers !!
Dan.

Hi
You can user multi level categorzation using the category modler PCUI application.
you can access transaction code crmc_pcuitools tcode from GUI and type ERMS CAT* and execute then you will get the category modler pcui screen . then you can create the new schema for your service ticket transaction which can be view in ic webclient 5.0 .
category modler will provide the option of creating the schema where you define the node and subnodes and you can assign the subject profile under the application level and codes can be assigned to each of the label you define for your dropdown values which will be appeared in the ic webclient service ticket transaction type.
categoru modler schema once defined needs to be activated inorder to see the dropdown values in the multilevel categorization fields of ic webclient service ticket view header . you need to give the future date and time in order to activate the schema .
after defining the schema and activating you can see the dropdown field labels in the ic webclient what you have defined in the category schema.
upto 4 levels only categorization can be maintained or allowed in schema.
please reward points if helpful
Regards
Dinaker vikas

IC WebClient_Field Classification in service ticket

Hello,
We're implementing CRM 4.0 with the "Interaction Center WebClient" (SAP Portal) and the transaction "service ticket" (we use for transaction type TSRV as a basis, and copied it in ZSRV). In the portal header data of our "service ticket", there is a field "Classification", which we would like to customize with values.
=> Problem: we cannot find any corresponding entry in the CRM IMG Customizing for this filed "Classification".
Does someone have an idea?
Thanks a lot,
Regards,
Nad

Hi
for classigication fileds you need to use category modler pcui based application from transaction code crmc_pcuitools and select
CRMM_ERM_CAT as option and click on executre button
then you will find the pcui based category modler view select new button and define the new schema there by selecting the node and subnodes in it assign the codes from subject profile for each label define labels for each node assignthe subject profile under the application area of schema and select the future date and time to activate the schema and release the schema set time 10 min future date andtime and go back to crm_ic transaction open the service ticket transaction u will see the dropdown values at 4 levels appear there
please do reward points if helpful
regards
Vikas

Interaction Record and Multi Level Categorization

Hello Forum,
I would like to know if any one has implemented Multi level categorization for Interaction record in SAP CRM Web IC 7.0.
If so how did you acheive this.
I have done the following
-     Create Catalogs, Codes and Code groups
-     Create Subject profile
-     Create Categorization schema with default subject profile.
I could not assign Subject Profile to Transaction Type and also in the only default Subject Profile is displayed .
Any help is greatly appreciated.
Thanks
Amar

Glen,
I tried to create customized catalog with Category "F" which is Activity -Reason and the system did not allow me.
So i used A1 (SAP delivered) which has category "F" and used it to assign Code Group Profile and Code Groups.
I created Subject Profile with Subject Category "F" and assigned the Code Group Profile.
I have not usedc the Transaction for assigning subject profile and Status to Transaction Type as i do not need it.
There is not provision to directly assign subj profile to Transaction type as like service request.
I went through the route of assigning Subj profile to Transaction Type header and another place of assigning them in the category schema.
This is where i do not see the Customized subject profile which i have created.
Can you tell me where exactly i can Determine of categorization schema based on transaction type/catalog category combination.
Thanks
Amar

Edit multi-level categorization

Hi All,
working on the multi-level categorization for service tickets.
There are currently 4 levels and i want to extend this to 6 levels. Want to know how can i edit the existing categorization schema to add 2 new additional levels.
Is anything to be done in catalogs, code groups, subject profiles?
I think this is to be configured using IC_manager but how to do that?
thanks
Alka

Hi Alka,
The process of creating the cat. schema for 6 levels is same as for 4 levels. And yes from CRM 5.1 onwards its done using IC_MANAGER business role.
Currently i'm working on CRM 4.0 and it seems categorization is not supported in this version. I did it in CRM 5.0 and dont remember the exact SPRO path. So you need to go to SPRO -> CRM -> Interaction Center or IC Webclient -> Multileve Categorization or categorization -> Click on all the options available and find out there is a place where you will find Level/Levels = 4 change it to 6. Then you will see 6 levels in Web UI or IC webclient.
Let me know if you still faces any issue then i can check on CRM 7.0
Regards,
Vikas

Service Ticket multi level category

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