Service ticket table

HI ,
Can i get some tables related to service ticket , where this data will store .
Thanks,
Aravind.

Hi Aravind
Your Service Ticket is nothing but the Service Order Less the Item Level hence it is the same as your service Ticket transaction type in Online System .The table where you will find this transaction data is hence CRM_ORDERADM_H.
Plz reward if it helps
Cheers!
Raj

Similar Messages

CRM CIC table for service ticket

Hi experts,
I need to find the table for the service ticket due time in CRM IC.
Can you please help me out?
Thanks,
Mohit.

Hi Mohit,
Better use function module CRM_ORDER_READ, and pass the objecct name your are interested in, in the above example, i believe these objects are more then sufficient.
data:         lt_object_name TYPE crmt_object_name_tab,
        ls_object_name LIKE LINE OF lt_object_name.
ls_object_name = 'APPOINTMENT'.
INSERT ls_object_name INTO TABLE lt_object_name.
ls_object_name = 'STATUS'.
CLEAR ls_object_name.
INSERT ls_object_name INTO TABLE lt_object_name.
CLEAR ls_object_name.
ls_object_name = 'ORDERADM_H'.
INSERT ls_object_name INTO TABLE lt_object_name.
CLEAR ls_object_name.
CALL FUNCTION 'CRM_ORDER_READ'
EXPORTING
   it_header_guid                    = tb_header_guid_exp
     it_requested_objects              = lt_object_name
IMPORTING
   et_orderadm_h                     = tb_orderadm_h
   et_status                            = tb_status
   et_appointment                  = tb_appointment.
Hope it will solve your query.
Regards,
Kamesh Bathla

CRM7 table that links Service ticket to a Problem ID

Hello,
What table in CRM7 stores the link between a service ticket ID and a Problem ID?
Trying to do analysis on service tickets that have an attached (TR#)
Thanks
Phil

Hi Philip,
What do you mean by RFC calls? Do you want this information outside CRM?
If not, then CRM_ORDER_READ FM is enough. You just need to look into the values in returned table ET_DOCFLOW.
It will list all the related transaction GUIDS in OBJKEY_B including your problems and solutions.
Thanks
Vishal

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Interaction records,Service tickets,Follow-up activities

hi all!
I need objects (FM, BDocs...Etc...) that related to interaction records, service tickets, follow-up activities of the business partners.
can anybody help me out.
regards
sachin

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Error Message when we create a Service Ticket in SAP CRM 2007

Hi All we are having a serious production issue when we create a S.Ticket in SAP CRM 2007 We get the following error message we are not trying to send any information to R/3 We have a planned go live this saturday. So any help would be greatly appreciated.
An error occurred in system EDIES during account assignment
Message no. CRM_ORDER_MISC 060
Diagnosis
Errors occurred when assigning an account assignment object to a business transaction. To view the error message, see the accompanying log file.
Transfer Log
No controlling type could be determined (Notification E IAOM 012)
No controlling type could be determined (Notification E IAOM 012)
Regards
Sathya

Hi,
I have looked into your issue.
For this service ticket, kindly check the Org Unit maintained in Transaction and table OFIC_BILLORG_SRV are same. If not same kindly make changes in the following path in SPRO.
==> SAP Implementation Guide
==> Customer Relationship Management
==> Organizational Management
==> Cross-System Assignment of Organizational Units
==> Assign Billing Units to Service/Sales Organizations
If the above information is not helpful kindly take a look at note 861116.
I hope this helps.
Regards,
Venkat

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

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.

Problem with getting a service ticket - ignoring host name?

Hello,
I've been struggling with this for several weeks on and off. The latest issue I have, is that when I try to obtain a service ticket it replaces the hostname I use with the ip address of the server. This then results in a 'Server not found in Kerberos database' exception.
    public static void main(String args[]) {
        try {
            org.ietf.jgss.Oid[] desiredMechs = new org.ietf.jgss.Oid[1];
            desiredMechs[0] = new org.ietf.jgss.Oid("1.2.840.113554.1.2.2");
            GSSManager manager = GSSManager.getInstance();
            GSSName clientName = manager.createName("[email protected]", GSSName.NT_USER_NAME);
            GSSCredential clientCreds = manager.createCredential( GSSCredential.INITIATE_ONLY);
            GSSCredential clientCred = manager.createCredential(clientName,
            8 * 3600, desiredMechs[0], GSSCredential.INITIATE_ONLY);
           GSSName serverName = manager.createName("*[email protected]*", GSSName.NT_HOSTBASED_SERVICE);
Entered Krb5Context.initSecContext with state=STATE_NEW
Service ticket not found in the subject
Credentials acquireServiceCreds: same realmUsing builtin default etypes for default_tgs_enctypes
default etypes for default_tgs_enctypes: 3 1 23 16 17.
CksumType: sun.security.krb5.internal.crypto.RsaMd5CksumType
EType: sun.security.krb5.internal.crypto.ArcFourHmacEType
KrbKdcReq send: kdc=labad2.lab2k.net UDP:88, timeout=30000, number of retries =3, #bytes=1276
KDCCommunication: kdc=labad2.lab2k.net UDP:88, timeout=30000,Attempt =1, #bytes=1276
KrbKdcReq send: #bytes read=92
KrbKdcReq send: #bytes read=92
KDCRep: init() encoding tag is 126 req type is 13
KRBError:         sTime is Mon Jul 26 12:07:34 EDT 2010 1280160454000
         suSec is 65057
         error code is 7
         error Message is Server not found in Kerberos database
         realm is LAB2K.NET
         sname is *HTTP/172.16.118.89*
         msgType is 30
KrbException: Server not found in Kerberos database (7)Thanks - Bryan.

Your DNS server should have an entry for this host name in its reverse lookup table.
Regards- Abid

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.

How to get Contract Account Number in Service Ticket

Hi Experts,
How to get Contract account number in Service Ticket, we are working in ISU environment. when i create the service ticket the contract account number is there in Business agreement number field in service tiket.
Can anyone tell me how to retrieve that field.
Answer will be appreciated.
Praveen

check tables tfk_buag_ref and fkkvkp

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

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

How to determine the support team in service ticket

Hi all,
can u guide me how to determine the support team in service ticket,
when ticket is created from customer system.is there any another way other than organizational structurel settings.
Thanks and regards,

Hi Venu,
You can get it done by development to determnie the support team , other tan org model settings
1.Develop the z table which will allow to maintain Sold to Party, Component, Support team
2. Implement the Badi for which will read the sold to party and component from the ticket and look in to ztable and fetch the corresponding support team and audate the support team feald in ticket.For this to take help of ur Abaper
3. For this to call the BADI have to confgure the actions with method call.
If u have any query revert
Regards,
Basha.

Service ticket table

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