Service Ticket - Project Management Add-on

Background: We currently offer a third party e-commerce solution for our clients called Four51. Four51 is integrated into our SAPB1 platform. We provide comprehensive print managment and marketing fulfillment programs for medium and large sized organizations. ( We have 20 associates and about 6MM in sales - size perspective )
1st Problem: In support of about 100 e-commerce sites for our end clients we receive multiple help desk request daily. We have found the B1 core does not quite fit the need to track help desk service request etc....
2nd Problem: In addition to the help desk service ticket issue....we also have a scheduling requirement for our ebusiness group. Example: we have 4 site builds....I need to be able to track the estimated FTE hours to build 4 sites and then benchmark against project completed and actual FTE hours deployed.
Sought solution: Is there a SAPB1 Add-on that will handle help desk service request...and project scheduling....integrated of course to my Business Partner data in B1.....and provide reporting etc....
If there is not an Add-on is there a software solution that is recommended. Any recommendations or information would be very helpful.

Hello Dan,
have a look at the ProjectManagement-Addon Solution from german partner MARINGO. (www.maringo.de)
They have a quite good ProjectManagement Solution and you get an Online Ticket Tool integrated.
ralf

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Project Management Add-on for SAP Business One.

Dear All,
I am looking for a project management add-on for SAP Business One that can be used by any company in services sector or an NGO to manage their projects.
Thanks

Hi,
We have a addon for Project Management in phase of certification for SAP Store.
For further informations please send e-mail [email protected]
Regards,

In Need of Project Management Add-On

Hi Friends,
I am searching for an SAP Business One Project Management Add-On, do you know of any partners or independent vendors I can procure it from.Please drop me the web address or contact details,I will really appreciate it.
Kind Regards
Chike

Hi,
I think. there are two addons.
MARIProjekt from Maringo (http://www.maringo.de
Coresuite management from Coresuite (http://www.coresuite.ch).
Also chk this website:
www.enprise.com
Another link:
https://websmp208.sap-ag.de/~sapidb/011000358700004044122006E/
Regards
CSM Reddy

Help Desk - Project Management Add-on

Background: We currently offer a third party e-commerce solution for our clients called Four51.   Four51 is integrated into our SAPB1 platform.   We provide comprehensive print managment and marketing fulfillment programs for medium and large sized organizations. ( We have 20 associates and about 6MM in sales - size perspective )
1st Problem: In support of about 100 e-commerce sites for our end clients we receive multiple help desk request daily.   We have found the B1 core does not quite fit the need to track help desk service request etc....
2nd Problem: In addition to the help desk service ticket issue....we also have a scheduling requirement for our ebusiness group. Example: we have 4 site builds....I need to be able to track the estimated FTE hours to build 4 sites and then benchmark against project completed and actual FTE hours deployed.
Sought solution:   Is there a SAPB1 Add-on that will handle help desk service request...and project scheduling....integrated of course to my Business Partner data in B1.....and provide reporting etc....
If there is not an Add-on is there a software solution that is recommended.   Any recommendations or information would be very helpful.

The customers might benefit from using salesforce.com and using the netweaver integration which works with 2007 SP1 and 8.8.
Also you can suggest that they use SAP by-design if available in your market as it tends to be a very modular version of All-in-One with some nifty features and lots of flexiblity.

Project Management Add-on

Hi
One my client is looking for a Project Management solution ,is there any add-on for this? He is a real estate developer.

Hi,
Enprise job costing is one of a project management solution. you could write to them and find out more in this website:
www.enprise.com
Another link is as follows:
https://websmp208.sap-ag.de/~sapidb/011000358700004044122006E/
but you must have valid S-id and password.
Rgds,

CRM 4; Utilities Add On; Service Ticket; SLA

Hello Experts,
We are implementing CRM4, service industry with utilities add-on.
We are using the service ticket for service request creation, applying the four tier classification of call types.
Each call type has an SLA timeframe for completion.
The SLAs are not product nor contract dependant - and only relate the the type of service stipulated in the service ticket.
I have set up the date profile etc.
I would assume that a dummy product and dummy contract will have to be created to invoke the SLAs but I am not managing to get the Service Ticket to see the response times.
Please could you point me in the right direction? i.e. How can I create an SLA against each code (category; code group; subject profile)? (without using service contracts?)
Much appreciated!

Hi Tanya,
We have got the escaltion time picking in the ticket via BADI.
This BADI is called on Saving the ticket, which checks the code and then brings the code related SLa time form the response profile (which is also assigned to the product -Dummy one) and then checks for the Date profile date type date rule if any calculation is to be done it does that and then populates the times.
I think the need for contract is arising only because in the dummy product master of contract type only we can attach the reponse profiles ...you can actually add the set type to your service product(Dummy) and then try this .I'm sure it will work .
Works for us.
Regards
Raj

Service Ticket Management

What is Service ticket management.The same is known as Case management functionally.

Hi Harish,
Case and Service ticket (service order) are different transaction types.
Cases are integrated with service orders in the People-Centric User Interface for service order processing. You can create a case for a selected service order and that order is automatically linked to the case.
Serice ticket management is nothing but service transaction management. You can use service ticket management to enter and process service orders in your Interaction Center (IC) WebClient. The service ticket provides central access to all information and functions that are necessary for processing service orders.
You can make the necessary settings for the service ticket by choosing Interaction Center WebClient > Business Transaction > Service Ticket.
Please refer to the SAP link for service tickets - http://help.sap.com/saphelp_crm50/helpdata/en/39/2fb540e4c5782ae10000000a155106/frameset.htm
Case Management enables you to consolidate, manage, and process information about a complex problem or issue in a central collection point, the case. Within a case, you can group diverse information, such as business partners, transactions, products, and documents. This information can reside in different physical systems.
You can use Case Management to process problems and issues that involve multiple processing steps or multiple processors. Case Management therefore supports the processing and communication flow between organizational units and helps you to increase processing efficiency.
Case Management is available in the CRM Enterprise using the People-Centric User Interface (UI) and in the Interaction Center (IC) WebClient.
Refer to this SAP help link for case management - http://help.sap.com/saphelp_crm50/helpdata/en/43/ce91d0010f01b4e10000000a11466f/frameset.htm
<b>Reward if helps</b>,
Regards,
Paul Kondaveeti

How to add Project manager Name on CJ03 screenlayout?

Right now I am able to see only the project manager ID. How can I add one field which will display the manager name on the screenlayout of CJ03?
Thanks
Ruchika

Hi Ruchika,
You need to implement Screen Exit in the standard SAP program. The program for CJ03 transaction is 'SAPLCJWB'.
Follow these instructions to Find the Exit and Implement a new field.
http://wiki.ittoolbox.com/index.php/Implement_a_screen_exit_to_a_standard_SAP_transaction

How to send Service Ticket from CRM to Solution Manager.

Hi all,
at present we are creating service tickets relevant to SAP operations in our CRM instance and we plan to continue to do so.
We also would like to forward these created service tickets to the Solution Manager Service Desk.
There is functionality in Solution Manager to bind into an external service desk. However I believe this is only really relevant to binding in another Solution Manager - in any case, there is seemingly very little documentation about this available.
Has anyone ever done this - sending service tickets from CRM to Solution Manager Service Desk? If so, could someone please let me know where I can find the documentation on that. Any help is much appreciated.
Cheers,
Wolfgang

Hi,
Use "Rule Modeler" for sending emails and also maintain "IF" condotions there.
Regards,
Ankush

Unable to add line item to a Service Ticket!

Hi Expets,
I am facing some difficulty in adding a line item to a service ticket. The service ticket is not getting saved.I think I am missing some parameter to be passed to CRM_ORDER_MAINTIAN.Please find below my coding:
lv_product_i-ref_handle = '0000000002'.
lv_product_i-process_qty_unit = 'EA'.
INSERT lv_product_i INTO TABLE lt_product_i.
ls_orderadm_i-header = lv_header_guid.
ls_orderadm_i-ordered_prod = 'SERVICEITEM_SG5'.
ls_orderadm_i-handle = '0000000002'.
ls_orderadm_i-mode = 'A'.
INSERT ls_orderadm_i INTO TABLE lt_orderadm_i.
ls_input_fields-ref_handle = '0000000001'.
ls_input_fields-objectname = 'ORDERADM_I'.
CLEAR ls_field_names.
ls_field_names-fieldname = 'MODE'.
APPEND ls_field_names TO ls_input_fields-field_names.
ls_field_names-fieldname = 'ORDERED_PROD'.
APPEND ls_field_names TO ls_input_fields-field_names.
INSERT ls_input_fields INTO TABLE lt_input_fields.
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
    EXPORTING
      it_product_i      = lt_product_i
    CHANGING
      ct_orderadm_i     = lt_orderadm_i
      ct_input_fields   = lt_input_fields
    EXCEPTIONS
      error_occurred    = 1
      document_locked   = 2
      no_change_allowed = 3
      no_authority      = 4
      OTHERS            = 5.
I am also calling the save and commit BADI's after this, but somehow its not working for me.
Can anyone please help me out on this or provide some pointers?
Thanks and Regards,
Rohit

Hi,
I have tried everything, still its not working.
First I tried creating a Service Ticket and adding the line item at one go.Then I was getting status error:
System error: An attempt has been made to create a status object
with the object number DE20131333937DF180C5001372F65D25. However,
a status object with this number exists already.
Code sample given below:
CALL FUNCTION 'BAPI_BUSPROCESSND_CREATEMULTI'
    TABLES
      header          = itab_header
      item            = itab_item
      partner         = itab_partner
      status          = itab_status
      text            = itab_text
      return          = itab_return
      service_os      = itab_service
      input_fields    = itab_input_fields
      created_process = itab_created_process.
Then I tried creating a service ticket first and adding item later.Then there was no dump, but item details are not getting saved. Code sample given below:
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
    EXPORTING
      it_product_i      = lt_product_i
    CHANGING
      ct_orderadm_i     = lt_orderadm_i
      ct_input_fields   = lt_input_fields
    EXCEPTIONS
      error_occurred    = 1
      document_locked   = 2
      no_change_allowed = 3
      no_authority      = 4
      OTHERS            = 5.
Can anybody please help me out on this? What is the correct approach?
Thanks and Regards,
Rohit

Auto-open 'Completed' Service ticket based on tracking text in email...

When sending out e-mails we embed a so called tracking number into the end of the e-mail text saying something like:
DO NOT DELETE ***
Ticket No. [[1234567]]
DO NOT DELETE ***
This is pretty common, I believe, and how this is achieved is documented in a number of places.
However, if a client responds to an old email containing a tracking number then the e-mail is attached to a 'Completed' service ticket, but the agent responsible will not be aware of this as it might not show in their Inbox.
An agent regularly tracks new e-mails so will pick up on this, but then has to re-open the service ticket before the agent responsible (ususally another agent) can see it and respond.
What I would like to achieve is to automatically have ERMS re-open the service ticket that the new e-mail is assigned to. In this way the agent responsible will be notified immediately and there is no manual intervention required, as such.
Has anyone done anything like this before?.
With regards
Gary King
Edited by: Gary King on Nov 17, 2009 5:03 PM

Hi Gary,
We have done something very similar to this. Here is how we achieved it:
1. Create your own class using the standard Action Handling classes as a guide (you can find these in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Service). You need to use Interface IF_CRM_ERMS_SERVICE.
You can retreive the Service Ticket number from the Fact Base as follows:
service_manager->factbase->get_by_xpath( '/parts/context/stkt/number/text()' )
You then just need to get the guid and run the following two function modules to update the status of the Service Ticket and save:
CRM_STATUS_CHANGE_EXTERN_OW
CRM_STATUS_SAVE_OW
2. In SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Services create your own custom Service with Service Type Action Handling and reference the Class you created.
3. in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Repository under Context ERMS add a new Action and enter the Action Service ID created previously.
4. Amend your default ERMS rule policy in the Rule Modeller, and add a new rule with the new Action based on any conditions you want to use.
5. Before testing first run program CRM_ERMS_REGEN_RULES to regenerate your rule policy (you need to do this if the repository is changed)
Hope this helps,
Sam

CRM 5.0 - IC WebClient - Service Ticket vs Service Order Navigation

Hi Gurus
Have any of you experts out there used the Badi: Navigation to Service Ticket and Service Order.
This Badi is located at: SPRO->IMG->Customer Relationship Management
->Interaction Center Webclient->Business Transactions->Service Ticket
->Business Add-Ins (Badi)s.
We are using Service Tickets only, yet when searching in the Inbox we locate our Service Ticket Transactions, when we select the Transaction it opens in Service Order view, not Service Ticket view.
My understanding is that this Badi can resolve the issue, does anyone have an example of the code they've used in this Badi to force navigation to the Service Ticket.
This is highly critical to our implimentation, therefore maximum points for the right answer
Many Thanks
Panduranga

Hi Panduranga ,
Here is a method in BADI.
pay attention that's only one BADI can be active so deactivate default BADI.
method IF_EX_CRM_ICWC_SERVICE_NAV~NAVIGATE.
    case iv_process_type.
     when 'TSVO'.                                           "#EC NOTEXT
* navigate to Service Ticket
       rv_navigation_link = 'ServiceToSrvTHead'.            "#EC NOTEXT
       return.
     when 'ZTSV'.                                           "#EC NOTEXT
* navigate to Service Ticket
       rv_navigation_link = 'ServiceToSrvTHead'.            "#EC NOTEXT
       return.
*    when 'WRS1'.                                           "#EC NOTEXT
* navigate to WebRequest
      when others.
* navigate to "normal" Service Order
        rv_navigation_link = 'ServiceToServHeader'.         "#EC NOTEXT
        return.
    endcase.
endmethod.
Good Luck
Eli Steklov
<b>Please Reward Points if it Helps </b>

Links/material are specific to Ticket/Incident management aspect of SOLMAN

Hi All SOLMAN Experts,
I have been recently assigned to a project which has lot of work in Ticket/Incident Management through SOLMAN.
I have never used SOLMAN. Can you guys guide me on links or material releated to SOLMAN and it will really help if
these links/material are specific to Ticket/Incident management aspect of SOLMAN.
Thanks in Advance,
Saket.

Hello Saket,
You can always check in http://service.sap.com/rkt-solman -> Solution Manager 7 -> Support Organizations / Service Providers
http://service.sap.com/solutionmanager -> media library -> How to also has some information about Service Desk
Also help.sap.com is useful. You may search within the Solution Manager area of help.sap.com
I hope this information helps.
Best regards,
Miguel Ariñ

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

Service Ticket view cannot be displayed

Hi Experts,
In the Web IC, when I try to click on the "Service Ticket" button from the navigation bar, I see the following error:
Cannot display view ICCMP_BTSHEAD/BTSHeader of UI Component ICCMP_BTSHEAD
An exception has occurred Exception Class CX_BSP_INV_ATTR_NAME - BSP exception: An attribute with the name "BTCCODELOGSYS" is not defined
Method: CL_BSP_PAGE_BASE=>IF_BSP_PAGE~SET_ATTRIBUTE
Source Text Row: 16
Actually half of the screen is displayed and the top half is not displayed, but blank.
Can anyone please tell me where I can add the attribute 'BTCCODELOGSYS".
Thanks,
John

Hi,
Open the SharePoint Central Administration,
go to Application Management --> Manage Web Applications
Click to select the web application that hosts your list (eg. SharePoint - 8080)
At the Ribbon, select the General Settings and select Resource Throttling
Then, you can see the 5000 List View Threshold limit and you can edit the value you want.
Click OK to save it.
Check this blog for more information:
http://blogs.msdn.com/b/dinaayoub/archive/2010/04/22/sharepoint-2010-how-to-change-the-list-view-threshold.aspx
Hope it could help
Cheers, Hemendra-MCTS "Yesterday is just a memory,Tomorrow we may never see"

Service Ticket - Project Management Add-on

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