Service Ticket "Priority" Field...

I have a question about changing the Priorities in the Service Ticket Header Overview.
The only place I have found so far that changes these is under:
SPRO > CRM > Transactions > Settings For Activities > Maintain Categories, Goals, and Priorities > Maintain Priorities of Dates.
It appears though, that when the priorities are changes here, that it changes the priorities not only for the CRM Service Ticket, but in Solution Manager as well. Aren't these supposed to be separate?

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

Similar Messages

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

Where to Configure Service Ticket "Reason" & "Subject" field with new value

Hi Friends - I am working on IC Webclient Service Ticket. I want to Configure the "Reason" field as well as the "Subject" field in Service Ticket with new Values as per our requirement.
I could not find any Configuration object for the above mentioned customizing in the CRM > SPRO.
Can you pls guide me where I can configure the same?
Thanks in advance and warm regards
Purnendu

Hi Gert - Thanks a lot for your reply.
I am using CRM 5.0. I just forgot that Categorization profile can be used for the same.
I have configured the categorization profile for the same and its working fine.
One more thing -
I want to create an Appointment with Customer for problem resolution at the Customer Site. I want to assign Resorces to the Appointment so that the responsible resource is notified and sent to the Customer Site for Visit.
Can you pls guide me on the same?
Cheers
Purnendu
P.S. - Full reward points awarded.

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

Escalation process in Service Ticket based on the Priority,DueDate & Status

Hi Experts,
What is the standard way of Escalation process in SAP CRM Service Ticket management based on the Priority, Due Date and Status together. SLA can be usde with Service Ticket ?
Based on the status, priority and due date/Time, how can I re-assign the ticket and send mail to the specific responsible employee or department to work on the ticket.
Thanks
Shaik Chand

Hi Chand,
pls check this below link ..
http://help.sap.com/saphelp_sm40/helpdata/en/ec/7c83dc4ded11d5992600508b6b8b11/content.htm
Regards,
Raghu

New Fields on Service Ticket

Hi Folks
We are currently working on CRM 4.0. We have a new requirement where I need to add new fields to the Service Ticket. I added the new fields using EEWB and it works perfectly on SAP GUI. Now I need to add those new fields on CRM Webclient also.
On the Service Ticket screen on webclient, we have a pusbutton. Upon clicking that button, a new pop up page will open which was a page created using 'Pages with Flow Logic'. Can you please explain the process to add my custom fields on this pop up page which were created using EEWB?
I tried to create Context Node in that Page. But I couldn't create it.
Any help would be highly appreciated.
Thanks
Hari

Hi Hari,
If you want to process ticket fields within the CRM 4.0 IC WebClient, I do not think it is a good idea to use an extra page with flow-logic. I suppose that the server will execute the extra page with flow-logic in a new HTTP session: which means that the changes that you do in memory in one session are not available to the other one, until you actually save changes to the DB. Only way to exchange data between IC WebClient and page with flow-logic would be on the client side, via javascript. Additionally, I would not recommend using popups, unless you manage to get them modal (i.e. they stay on top). Otherwise they tend to disappear behind the IC WebClient.
I would suggest to remain within SAP's MVC design-pattern: Either you manage to show those new fields directly on SrvtHead.htm, and then it is just a matter to make the context node available, on which you have added the EEWB fields, or you create a new view to display only those fields separately (for example Z1_CRM_IC/SrvTSurvey) ; but this means some definition work in the runtime repository.
You need to perform declaration of new objects in the runtime repository:
- create a new page fragment (in my example: Z1_CRM_IC/SrvTSurvey) that you add in a redefinition of CRM_IC_All_Viewsets_wo_BUPA_and_Main.xml
e.g.
<ViewSet id="Z1_CRM_IC/SrvTSurveySet">
<ViewArea id="SrvTSurvey" views="Z1_CRM_IC/SrvTSurvey"/>
</ViewSet>
- add your view to redefinition of StdWorkareaOccupation.xml
e.g.
ServiceView StdResp
                        CmgASearch CmgADetail CmgAAttrMore CmgAFullView CmgAFullLog
                        CmgAHierarchy CmgAClassification CaseANavigation
                        PaymMainViewSet PaymAssignViewSet ChangeHistorySet
                        MktIOViewSet PartOAViewSet Z1_CRM_IC/SrvTSurveySet
Then you need to define an object link in runtime repository, to enable navigation from SrvTHead to your own view:
- add new navigation link to redefined CRM_IC_All_NavLinks.xml.
e.g.
<NavigationalLink name="SrvTHeadToSrvTSurvey">
     <Source viewRef="SrvTHead" outboundPlugRef="outboundPlug"/>
     <Targets>
          <Target viewRef="Z1_CRM_IC/SrvTSurvey" inboundPlugRef="inboundPlug"/>
     </Targets>
</NavigationalLink>
Navigation links from SrvTHead to your view and vice-versa are invoked from the DO_HANDLE_EVENT method of the respective view controller.
Hope you can use those ideas
Best regards
Walter

Inbox Search:Locking Service Ticket Categories,Priority & Status for update

Hello Gurus,
If I create a Service Ticket and save it, I get the transaction number and then can search for the Service Ticket using either the Interaction History or the Inbox.
If I search using the Interaction History, I get taken to the Interaction Record which I am ok with (would be better if it took me straight back to the Service Ticket though), but can navigate to the Service Ticket where I can update the Categories, Priority and Status.
If I search using the Inbox, I go straight back to the Service Ticket and the Categories, Priority and Status are Greyed out and I cannot update the Service Ticket. This for me is a problem as the Agents will need to update the Categories as well as the Priority and Status.
Please would somebody assist me with this.
Thanks in advance,
Alan

Hi Allen,
Now there could be only two reasons
1. check for the bsp_wd_workbench transaction, launch crm_is and go to the viewset SRVTHEAD
open the code SrvTHead.htm and check for the
"change button = true" (it may not be exactly this as i'm not on system rgt now .
2. Check for the role authorization , i think the user you are logging from does not have the create and change authorization for the service ticket .This can be rectified by the basis person just ask him to provide you with the concern role for the business transactions you would require .
I'm sure this will resolve you issue.
Regards
Raj

Copy Service Ticket Description to Interaction Record Description Field

Hello All,
I have a requirement to copy the Service Ticket description to the Interaction Record description field on save of the Service Ticket.
Please let me know how to do this in CRM 2007 New Web UI.
Thanks & Best Regards,
Lakshminarayana

With CRM 7 this problem won t exist anymore...

Displaying a bespoke form based on service ticket categorisation

Hi gurus,
I have a question relating to custon IC forms.
We have a requierement whereby the system must present to the IC user a form for data collection immediatley after the user has categorised a service ticket.
After the user has selected the various categories for a service ticket, the system must display a form (either via a popup or in a view embedded in to the main IC window) which the user would then use to capture data relating to that particular call classification.
e.g. if classification = Complaint > Third-Party > DHL, the system must display the form dhlComplaint.html to capture dhl specific data etc.
Questions:
1) would it be possible (techincally) to do this using a popup.
2) If so, how?
2) If not what other options are there?
We are using CRM 4.0.
any useful feedback would be greatly appreciated.
Sergio

Hello Sergio,
I've never used pop-up's in IC webclient. I don't like them very much because sometimes they can give you some problems.
For example: they can be blocked with pop-up blockers programs or if you fill one form in a pop-up windows and close it, you don't have the possibility to go back and correct your data... or because they're sometimes really annoying
But that's is just my opinion. If you consider to create a new view to embed it in the service ticket viewset, consider this guidelines:
1. I would build the new fields to store your form information in order client extension table using EEWB (table CRMD_CUSTOMER_H if header data - CRMD_CUSTOMER_I if item data). This will also make the fields available in the BOL model, and will alllow you to manipulate this values in memory, instead of direct reading/writing to database tables.
2. I would build a new view to handle your form.
3. I would change the Service ticket main view from runtime repository, to recognize your new view.
4. I would create a new navigational link, from view srvthead.htm (the service ticket view with categorization) to your new view.
5. Then, I would create an automatic navigation to the link created in step 4, in srvthead.htm view. This could be launched in the moment the user selects the last level of categorization, or in other moment that you think the form should appear...
Wishes of good luck.
Regards,
Bruno
Edited by: Bruno Garcia on May 25, 2008 11:10 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

Help needed in Service Ticket view version CRM 2007

Hi,
We have a requirement to replace the Service Level Agreements with Location details screen (custom defined) in the Service Ticket View. I did this in 5.0 version,but couldnt replicate it in the CRM 2007
version.
Here is how I proceeded in the new version.
Instead of creating a new view, I approached the Adding required
context node approach and populated the fields that we need.
1. I enhanced the component ICCMP_BTCTR
2. I added Context node BTActivityH ( I did not link it to any CutomController in the wizard, but defined dependency to Higher LevelContext node BTAdminH, with BOL relation, BTHeaderActivityExt, and
activated the check box Always Create Instance and let the the wizard to finish off.
3. Then using the UI Config tool, I copied the standard configuration to my custom config for changes, I removed all the 3 fields that are there in the standard configuration, and replaced with the attributes
of BTActivityH using UI Config tool in the component work bench. All fields are Input ready fields (not set for Display only).
4. When I open the Service Ticket view to access these fields, in the UI of Service Ticket, I realized that they are display only fields.
5. Then I created the attributes, ( to access GET_I_S_*) methods of the attributes, and I externally set rv_disabled = FALSE in the metod (say GET_I_S_CITY)
6. Now I am able to input values for those fields, but still I am not able to save those entries that I entered in there.
I guess I am missing some thing in the wizard, like linking custom
controller or dependency relations.
Is it mandatory for me to bound the context node to component
controller Node (BTActivityH). If so how can I bound it.
Please advice me.
Thanks and regards,
Sreekanth

Hello Sreekanth,
I think that the fields are read-only and not saved because your context node is not bound to a custom controller. (Even though your higher level node, BTAminH, is probably bound to a CuCo)
The code to perform the CuCo binding is mostly coded in the CREATE_BTACTIVITYH (controller class->typed_context->create_btactivityh or check create_context_nodes to see how the method is called)
like this:
owner->do_context_node_binding( iv_controller_type = cl_bsp_wd_controller=>co_type_custom
                                  iv_name            = <name of the CuCo>"#EC NOTEXT
                                  iv_target_node_name = '<the context node of the CuCo to bind to>'
                                  iv_node_2_bind = <your context node> ).
Now, save yourself a headache and a lot of debugging time and just create a new context node through the wizard again, this is much easier than trying to 'fix' it yourself! Once you have created your new context node you can delete the old one by deleting the attribute in the typed_context class.
Hope this helps!
Reward points if useful!
Kind regards,
Joost

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.

Create "Followup document" in Service Ticket

Dear Experts,
I'm performing mass creation for Service Ticket by using IDOC basic type CRMXIF_ORDER_SAVE_U01.
At the same time, i need to create a "Followup document" for the service ticket as well, and hence i utilized the segment E101CRMXIF_DOC_FLOW with below field population:
APPL_SNAME = E101CRMXIF_DOC_FLOW
RELATION_TYPE = VONA
RELOBJ_TYPE = BUS2000116
RELOBJ_OBJECT_ID = 1234567
RELATION_TYPE_ATTR = A
I can not get any Followup doc created. Basically i did tried to take off the value for RELOBJ_OBJECT_ID, but it still didn't worked.
Could you please comment what went wrong? Or any steps that i have left out?
Thanks in advance.

Hello FSCHU,
Please refer notes 1036737 and see if this helps.
regards,
Muralidhar Prasad Chatna

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

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

Service Ticket "Priority" Field...

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