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.
Best regards
Joaquin

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Hi all,
we are facing the followin error when we try to create a service ticket in WEB UI.
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Please find the error details
Context initialization failed in view ICCMP_BTPARTNER/PartnerTable of UI Component ICCMP_BTPARTNER
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regards,
Chandru

Hi Chandru,
Check if the following [thread1|No categorization schema assigned to application area (SERVICE_ORDER.....)] [thread2|No Categorization Schema assigned to application Area] helps you.
Regards,
Saumya

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Diagnosis
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Hi,
I have looked into your issue.
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==> SAP Implementation Guide
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Edited by: Joseph Vimal Whitchurch on Apr 13, 2009 8:27 AM

Hi Joseph
If you can get it to run through the ERMS process then yes it is possible.
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DO NOT DELETE ***
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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.
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Hello Mohan,
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On Workflow completion in ECC create Service ticket in CRM

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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.
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1) would it be possible (techincally) to do this using a popup.
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2) If not what other options are there?
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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 - IC WebClient - Due Date - Working Hours for Service Ticket

Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
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Panduranga

Hi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
The availability profile is maintained in SAP Easy Access> Service> Service Contracts and Service Plans --> CRMD_SERV_SLA - Maintain Availability and Response Times
Hope this will help
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Rekha Dadwal

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

ERMS: Creation of Interaction Record and Service Ticket

Hi All,
I am configuring the ERMS system (SAP CRM 2007). So far I am been able to get internal emails into the CRM system and the emails are getting routed to the respective agent's inbox based on the rule in Rule Modeler.
I have created rule for creating Interaction Record and Service ticket. However, Interaction Record and Service ticket are not getting generated. Also, I am not able to receive external emails (yahoo, gmail etc..) into SAPconnect.
Any input on these issues is appreciated.
Thanks & regards.

Hi Namita,
Same as the other thread, please make sure that the BP is identified for the incoming email and then only the creation of the IR/SO ERMS Actions will get executed with success.
I am not sure, whether you still face this issue ?
Thanks & Best Regards,
Vinod
Edited by: Vinod C on Mar 25, 2009 3:38 PM

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.

Service Ticket

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