Service Ticket Search based on Notes

Hi All,
We have a requirement in CRM for searching the service tickets based on the notes(additional notes) added to the order(say Service Tickets).
Is there any class/method existing in the current system or how do we handle it?
Please suggest your valuable inputs.
Any experience on this using TREX search will be highly appreciable.
Thanks,
Mohan.

Hello Mohan,
My experience is that unless you are using the new Enterprise Search feature in CRM 7.0, you will need to create a new BADI definition for CRM_SAF_KB. But with CRM 7.0, you can simply use Enterprise Search to search against all CRM objects including service tickets.
Best regards,
John

Similar Messages

  • Requirement in Service Ticket Search based on Notes

    Hi All,
    We have a requirement in CRM for searching the service tickets based on the notes(additional notes) added to the order(say Service Tickets).
    Is there any class/method existing in the current system or how do we handle it?
    Please suggest your valuable inputs.
    Any experience on this using TREX search will be highly appreciable.
    Thanks,
    Mohan.

    All,
    Please let me know how GENIL class can be used for service ticket search based on notes.
    Thanks and Regards,
    Mohan

  • Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.

    I am trying to connect to SharePoint in my Office 365 environment by following https://support.office.com/article/Set-up-the-SharePoint-Online-Management-Shell-environment-7b931221-63e2-45cc-9ebc-30e042f17e2c and I am getting:
    Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.
    Is there some setting I need to change on the O365 side? Thanks.

    Hi,
    Based on your description, my understanding is that you want connect SharePoint Online using PowerShell.
    Please make sure that the following software is installed.
    Windows Management Framework 3.0
    SharePoint Online Management Shell
    And then, open the SharePoint Online Management Shell and use the Script below to test
    whether it works.
    $User = "[username]@[tenant].onmicrosoft.com"
    $Pass = "[password]"
    $creds = New-Object System.Management.Automation.PSCredential($User,(ConvertTo-SecureString $Pass -AsPlainText -Force));
    Connect-SPOService -Url https://[tenant]-admin.sharepoint.com -Credential $creds
    Get-SPOSite
    More information:
    http://blog.falchionconsulting.com/index.php/2013/01/using-powershell-to-manage-sharepoint-2013-online/
    Thanks,
    Dennis Guo
    TechNet Community Support
    Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact
    [email protected]
    Dennis Guo
    TechNet Community Support

  • Service Ticket: Search using Inbox & My Worklist in IC WebClient

    Dear Gurus,
    When I create a Service Ticket in the IC WebClient in CRM 5.0 and save it, the system generates a Transaction Number which I can then search for by using Interaction History, Inbox and My Worklist.
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    Any recommendations?
    Rgs,
    Alan

    Hi
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    http://help.sap.com/bp_crmv250/CRM_DE/index.htm
    Reward points if helpful
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    Dinaker vikas

  • Service order search based on IBASE is not working

    Hi All,
    I am facing one Issue in CRM web ui..when we search service order based on the referenced installed base id it's not returning the proper result..if we have multiple service orders for the IBASE id it's returning only few values some times even though if we have service order associated with IBASE id it's not returning any value..
    I am guessing it's returning wrong result..
    I wanted to check which logic has been written for this search result or is it using any search help table.. Could you please help me where we can find the logic written for this search criteria..
    Please find the screen shot for your reference..I appreciate your help in advance..
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    Hello,
    I found the following:
    If you fill someting in the fields REFOBJ_IBASE, this value is being converted into a GUID internally
    This happens in function CRM_BSP_OIC_1O_SEARCH_FROM_RF
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    In my case I found out it is even more complex, so I will need to create my own search field (extend search structure )
    Regards,
    Erwin

  • 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

  • Customer service ticketing threads

    For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
    Briefly here are the steps taken:
    Set up User Roles
    Set up a Workflow
    Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
    we're using a dedicated email address
    we make sure the 'enable' box is checked
    we've tried each of the options in the 'Automatically Assign Case' drop-down menu
    all the fields are filled in correctly according to the KB article mentioned above
    we've set up the autoresponder
    we've also set up the CST System Email
    Set up a Secure Zone
    created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
    created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
    the form's settings are in set to proper secure zone
    we've tried setting the form to both use a workflow and not use a workflow in testing
    When testing this setup
    the user enters a subject and the issue, presses the 'send' button
    the user gets an email confirmation
    if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
    Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
    We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
    With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
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    I''m not sure this can be done.  You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form.  Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
    This won't work for inquiries coming directly for email.  I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

  • Service Ticket

    Hi All,
    When we create Service ticket, Item details will not displayed or it is not possible to add, can any one help me i am facing an error saying 0PR0 missing for the item. How to resolve this issue, <<text removed>>.
    Cheers
    Lingaraj M
    Edited by: Lingaraj Mudiyappanavar on Oct 14, 2011 12:58 PM
    Edited by: Matt on Oct 15, 2011 7:40 AM

    Hello
    At first sight, it seems like there is an error in the condition type calculation.
    There is a flag in the pricing procedure customizing. Please check the last column in your pricing procedure customizing
    where you have a dropdown listbox with possible values  "Error" and "Mandatory". The default is "Error". If you change this, the message is not shown.
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  • 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

  • BW-CRM - Business Content Data Source for Service Ticket

    We are setting up BW for CRM. We want to analyze data related to Service Ticket. I am trying to find Business Content Data Sources for Service Ticket. I could not find any thing under Interaction Center Delivered analytics. I appreciate if any of you BW Experts can guide me in the right direction. Thanks for your help in advance. I am using RSA6 to look into delivered Data Sources

    Hi Nilesh,
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  • 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]]
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    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.
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    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()' )
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    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.
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  • Date rules not copied into service ticket

    We are implementing a SAP CRM 2007 Service scenario with the IC Webclient.
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    regards,
    Remko

    Hello Buijink
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    Once you add BTDatesDurations you will be able to see durations on service ticket.
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    Rupesh Patil

  • 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.
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    Thanks in advance,
    Alan

    Hi Allen,
    Now there could be only two reasons
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    Regards
    Raj

  • CRM 2007 New Service Ticket Transaction not visible in WEB UI

    Hi Gurus
    I don't understand why this is so difficult.
    To me I have done everything correctly.
    I have a Service Ticket Transaction visible in the WEB IC.
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    Panduranga

    Solved
    I needed to add the Service Ticket Object Create option into the Navigation Bar Generic OP Mapping Option.
    After that the Transaction Type was visible.

  • 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.
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    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.
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    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.
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    Regards,
    Bruno
    Edited by: Bruno Garcia on May 25, 2008 11:10 PM

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