Service ticket scenario

Hello experts,
Am very new to CRM & ICWC.
Can anyone please tell me the steps or provide me a link to set up a simple demo Service ticket scenario?
Your response in appreciated,will also reward points .Please help!
the scenario could be as follows
Customer Request(complaint) -
> Handle Request(by IC represntative) -
>Create Ticket and forward complaint to back office---->Process complaint->Inform Customer.-->End process
Regards,
Sandeep

Hi Sandeep,
This scenario is given in best practices C78, link for C78 http://help.sap.com/bp_crmv250/CRM_DE/BBLibrary/html/BBlibrary.htm
Cheers,
Madhu.

Similar Messages

Insert into duplicate entries--exception in service ticket scenario

Hi All,
I am facing small problem..
1. I have property field in service ticket component ICCMP_BTSHEAD.
2.I put some validations based on property .
3.when user clicks on create service ticket it will create service ticket with PROPERTY field filled up with some value.
if user clear that value and clicks enter
again if user enters the some value in field and click on save it leads to exceptions that is of type insert duplicates array..like that..
when i checked in debug....for the above procedure the service ticket guid is there in some internal table twice..
if i did nt dne the steps like above,..i.e with out making property field blank..then no duplicates..
can any body through some light on this?

OSS note resolved it

Third Party Ticketing Tool integration with solman service desk scenario

Hi,
I need any guidance on integration Of third Party ticketing tools like OVSD with the SAP Solution Manager Service Desk Scenario.
Regards,
Kaustubh.

Hi Maheshwar,
What I am trying to do is, try to maintain the data like,,
Caller ID-- sender
Assignment of workgroup--
Search Code--
Priority--
and description--
now some of these are constants that we need not determine every time.
but my question is, can we maintain these as a set of parameters in the method definitionunder parameters tabjust similar to MAIL_HEADER...which is displayed in the mail alert.
we already have a scenario maintained in the HPSD where it reads the mail picks up specific content based on key words, and creates a ticket.
and If we can maintain these by modifying the method, then where can we maintain the multiple data/options for this
And also please send me what were the steps u have done.
U used a Z method or customized the Function module??
Bcz in my case I think I will have to do both..
Regards,
Kaustubh.
Edited by: kaustubh on Jun 19, 2008 6:32 PM

Service ticket process caters to multiple product scenario ?

Hi All,
We have an existing business process where in we use IC service ticket to trouble shoot customers problems.
The process is
a) Agent confirms the customer
b) Agent registers the product or confirms the registered product.
c) Agent creates the service ticket
When a customer calls in with issues for multiple products then agent has to create multiple service tickets and customer has to remember multiple tickt ids in order to follow up.
This leads to a bad customer experience.
So is there any way we can have multiple products in service ticket? So that agent gives one single ticket id to customer and also agent maintains one single ST to track.
We thought of using complaints,but its too risky for us to change the entire business process at this time.
If we use service order then also the same since IC service order UI is same as IC ST ui,.
Apart from customization is there any OOTB way to deal this use case ?
Thanks
AMol

Hi Amol,
You can definitely add multiple products once the Service Order is created. However if your requirement is to confirm multiple products at the time of registration then it would require you to tweak a lot of code around confirm. Also, you will have make amendments to the UI on the Account Identification screen to handle this as well.
I hope it helps.
Thanks,
Amrut

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

Service ticket in servicepro profile

Hi experts,
I'm working with CRM 2007 and I want to know if is it possible to use service ticket in servicepro profile? How can I do that? The service ticket is only for "IC" profile?
Best regards,
Caíque Escaler

Hi
Service Ticket UI component as you mentioned is only available in ICWebclient Profile. In WebUI it is possible to open any transactions in any UI components related to transaction because they all follow the same BOL model. ie Service Ticket can be opened in UI compoent for activity, Service Request etc..
I have worked on a scenario where Service Ticket was opened in Service Request component. FYI, SAP recommends migrating from Service Ticket to Service Request.
To open Service Ticket in Service Request framework (SRQM_INCIDENT_H). You have to do the following
a. Search.
 It depends on if you are planning to use Service Request search or Worklist. In either case you will have to implement the BADI (Enhancement Spot) ES_CRM_RF_Q1O_SEARCH. This implementation is done so that instead of service Request you search for Service Ticket and return the guid.
b. Display
To display the Service Ticket in Service Request framework, you have to call dynamic navigation with selected entity and the UI component in the event handler on selecting item in the result list.
 CALL METHOD cl_crm_ui_descriptor_obj_srv=>create_entity_based
 EXPORTING
 ir_entity = <ls_recent_object>-entity "Reference to Service ticekt
 iv_ui_object_type = <ls_recent_object>-object_type " UI Object type for Service Request
 iv_ui_object_action = <ls_recent_object>-action
 RECEIVING
 rr_result = lr_descr_object.
 CATCH cx_root.
 ENDTRY.
ENDIF.
IF lr_descr_object IS NOT BOUND.
 RETURN.
ENDIF.
CREATE OBJECT lr_coll TYPE cl_crm_bol_bo_col.
IF lr_coll IS BOUND.
 lr_coll->add( lr_descr_object ).
 lr_window ?= me->view_manager->get_window_controller( ).
 IF lr_window IS BOUND.
 lr_window->call_outbound_plug( iv_outbound_plug = 'navigate' "#EC NOTEXT
 iv_data_collection = lr_coll ).
c. Recent Edits
You will need to force Recent eidts also to save appropriate UI component in CRMD_SHORTCUT Table otherwise it will open in ICWebclient UI compoent. Check UI Component CRM_BSP_RECOBJ
You can also open service ticket in Service Order component. You will need to manually call the Time Reporting views whcih are are available in ICWebclient ptofile.

Problem in Service ticket

HI all,
Iam are working on CRM version 5.0, CIC webclient support package 07,
we are creating a employee help desk scenario profile,for which have created a new profile by copying the standard "help desk" profile . while we creating a service ticket for an existing employee there are fields(T.Code SE80 for Web Client) called REASONS and SUBJECT in the header overview of service ticket(work space area).
where in the Reason field we are having some standard fields in the drop down as follows
Regular Activity
Advertising and campaign
campaign .....etc.
And in Subject field also we are having some standard fields in drop down like
leakage
rupture/tear
overheating...etc
now we want to replace the values in the drop down box of
SUBJECT/REASON with the fields suggested by our client.
Could you please help me out where can I configure these settings.Kindly help me out for building this scenario.
Quick response is highly appreciated.
Thanks in advance

Hi Ravi,
To do this kind of configuration in the normal IMG customizing, the Catalog does not need to be copied or changed, and I think this is the only place you normally should get error messages within the configuration if you try to copy or change. All other levels (for instance code groups profile) should allow you to define your own settings.
In short, underneath the existing Catalog, you define your own Code Groups with corresponding Codes, your own code group profile and subject profile and this subject profile you assign to your transaction. That way you don´t really need to touch any SAP predelivered settings. Each catalog can have a number of different code group profiles etc. assigned to it, so the original ones can stay in, you only add the new ones and then change the assignment of subject profile to the transaction to make the transaction show other values in the dropdown list when you maintain it in the interaction center.
Regards, Lorna

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

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

Changing Date and Time of the Service Tickets.

Dear All,
                  I am implementing a program where i need to change the date and time of incoming service tickets which comes after 6 PM to next day 9 AM. Also if the next day is holiday then it should preset to day after tomorrow's 9 AM.
                  Is there any std. FM to present for this? How should i take care of the Holidays coming. Kindly give a brief idea about the scenario and how the above mentioned functionality can be implemented.
                  Rewards Points for all helpful answers.
Regards,
Vinayak

Hey Vinayak,
I had similar requirement... i had almost fulfilled the requirement but till then the project got scrapped...
I will give you the brief idea on how to go about the whole thing....
You can use this FM to satisfy your requirement.....
CALL FUNCTION 'HOLIDAY_GET'
        EXPORTING
          holiday_calendar           = 'XH'
          factory_calendar           = 'XF'
          date_from                  = lw_frm_date
          date_to                    = sy-datum
        TABLES
          holidays                   = lit_holidays
        EXCEPTIONS
          factory_calendar_not_found = 1
          holiday_calendar_not_found = 2
          date_has_invalid_format    = 3
          date_inconsistency         = 4
          OTHERS                     = 5.
For this you need to create factory calendar and holiday calendar.....This can be done in SPRO path.. Just search for the keywords in SPRO IMG....
You need to do some coding for this and use FM CRM_ORDER_MAINTAIN followed by CRM_ORDER_SAVE to get this thing done which will eventually change the end date of the ticket....
I think you are well briefed on how to go about it from now.....
Inspire ppl by rewarding...
Regards,
Anand..

Date rules not copied into service ticket

We are implementing a SAP CRM 2007 Service scenario with the IC Webclient.
When creating a service ticket, a product is assigned and a service contract is automatically determined. This service contract contains a Service Profile and an Reaction Scheme. All date types are copied into my service ticket but I am missing my durations for the items it seems like they are not assigned to the bussiness transaction. This is not what I am expecting because the item, contract, response profile and Service profile are determined.
when creating the same type of service transaction in CRMD_ORDER and assigning the product the contract is determined and all durations are determined and assigned, based on the contract.
Has anyone encountered this problem or a clue how to solve this
regards,
Remko

Hello Buijink
By default the service ticket only shows the dates and not the durations of your date profile.
You will have to use the UI config tool to add Durations to service ticket.
Here's how:
1. Tcode BSP_WD_CMPWB - BSP WD Component Workbench
2. Component ICCMP_BTDATE > Display
3. Views > ICCMP_BTDATE/Dates > Configuration
4. Click on "Show Available Fields" you will see "Blocks" folder, expand that and you will see BTDatesDurations.
5. Copy configuration to your role config key and add BTDatesDurations.
Once you add BTDatesDurations you will be able to see durations on service ticket.
Regards
Rupesh Patil

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.

Escalation in Service Ticket

Hi guru,
what is "escalation" in Service Ticket?
As you implement?
Thanks a lot.
Virginia

Hi,
I haven't tested it , but escalation in Service Ticket will be similar to any other escalation(like complaint escalation) where we can change the employee responsible as well as responsible group based on certain pre-defined rules and set of conditions.
The rules and conditions are defined by IC managener in Rule Modeler and when we click on escalate, if the service ticket satisfies the conditions defined in the rule, then the responsible employee and responsible group field is changed according to the rule.
This scenario can be used when a call center agent doesn;t know what to do with the service ticket and simply escalate it so that it is assigned to proper group and employee based on the service ticket data.
Hope it helps!
Regards,
Rohit

Service Ticket SLA with Service Agreement

hi experts,
we have a requirment where we need to create service tickets with reference to service agreement. As per the doucmentation, service agreements can be created based on sold to party BP or BP type. We are planning to use with BP Type as we dont want to maintain at every BP level. Now the issue is, i dont have sales org data maintained at all sold-to party level. we have thousands of existing customers and maintaining their sales area data now is gonig to be difficult task.
Is there any alternate way to create Service ticket with reference SLA? is it possbile to determine SLA information purely based on BP type and organization info provided in service agreement (without going to sales area of the corresponding BP)
another question: if i create a copy of standard OAS service agreement and remove the org determination for sales org, will it work? Does the SLA determination still happens from service ticket?
i dont think service contracts work in thsi scenario either.
any details steps in this aspect would be greatly appriciated and rewared.
Thank you
Raghavendra

Hello,
only a small hind which is maybe interesting:
If you use service request instead of service ticket you will be able to use a SLA determination procedure in the customizing of servicerequest.
This is quiet usefull - we changed from ticket to servicerequest.
Best regards
Manfred
Edited by: ManniF on Mar 30, 2010 4:58 PM

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

Service ticket scenario

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