Smart Form for Service Desk

Question

Hey All
I have a pretty simple question to ask to anyone who has configured Service Desk. Actually i want to send the End User an email whenever the status of the message he created is changed to User Feedback. Am doing it currently with the help of an action. What I am not sure of is which Smart Form is best for this purpose. Currently I am using this :
Form Name: CRM_SLFN_ORDER_SERVICE_01
Processing Class: CL_DOC_PROCESSING_CRM_ORDER
Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
The problem is that the form usually only contains the first description entered in the message. I want it to have complete correspondence ie all the descriptions, reply and solutions that are there in the message.
Regards
Bilal Nazir

Answer 1

Hi Bilal,
We copied the standard Form: CRM_SLFN_ORDER_SERVICE_01 and made some modifications to it to fit our needs. We wanted to display all text types in the description field and to display it in descending order by date and time.
Here's the code that we created:
Create Structure and Table type below:
1. Structure:     ZTEXT_HEADER_01
Description: Text header for ZRMD_ORDER
Component      Component Type    Data type     Length   Decimal     Short text
TDOBJECT       TDOBJECT            CHAR     10           0               Texts: application object
TDID             TDID                         CHAR     4             0     Text ID
TDTEXT             TDTEXT        CHAR     30           0                 Short text
TDLINE             TDLINE        CHAR     132          0     Text line
TDFDATE             TDFDATE        DATS     8              0     Date creat
TDFTIME              TDFTIME        TIMS     6              0     Time Created
2. Table Type: ZTEXT_HEADER_01_TAB
Short text   :  Table of Text header for ZRMD_ORDER    
Line type: ZTEXT_HEADER_01.
At Global definition:
- Add Variables: (table below)
Variable name     Type assignment     Associated type             Default value
ZGT_TEXT                         TYPE                    CRMT_TEXT_WRKT     
ZGS_TEXT                         TYPE                    CRMT_TEXT_WRK     
ZGT_TEXT_HEADER        TYPE                    ZTEXT_HEADER_01_TAB     
ZGS_TEXT_HEADER        TYPE                    ZTEXT_HEADER_01     
ZTDLINE                        TYPE                            TLINE     
ZGV_DISABLE_TEXT        TYPE                               C                                    ‘Y’
- At the Initialization routine: Add the logics to get the long text right after saved the support message. Store long text into buffer (internal table - GT_TEXT_HEADER) and format it, sort the internal table descending by date and time.
Build the Long text for out put
   data: ZLT_ttxit TYPE TTXIT.
Spread out the text line for this
   refresh: ZGT_TEXT,
            ZGT_TEXT_HEADER.
   ZGT_TEXT[] = gt_text[].
   Delete ZGT_TEXT where ( STXH-TDID = 'SUZZ' OR STXH-TDID = 'ZZ'
                           OR STXH-TDID = 'SUSD' OR STXH-TDID = 'SD').
Sort descending by date and time
  sort ZGT_TEXT descending by STXH-TDFDATE
                              STXH-TDFTIME.
Build the Text header table
  loop at ZGT_TEXT into ZGS_TEXT.
     clear ZGS_TEXT_HEADER.
   Text ID
     ZGS_TEXT_HEADER-TDID = ZGS_TEXT-STXH-TDID.
   Text Title
     READ TABLE gt_textid INTO ZLT_ttxit
            WITH KEY TDID = ZGS_TEXT-STXH-TDID.
     IF SY-SUBRC = 0.
        ZGS_TEXT_HEADER-TDTEXT = ZLT_ttxit-TDTEXT.
     ENDIF.
   Time and date
     ZGS_TEXT_HEADER-TDFDATE   =   ZGS_TEXT-STXH-TDFDATE.
     ZGS_TEXT_HEADER-TDFTIME   =   ZGS_TEXT-STXH-TDFTIME.
     append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
     clear ZGS_TEXT_HEADER.
   Detail:
     loop at ZGS_TEXT-LINES into ZTDLINE.
        ZGS_TEXT_HEADER-TDLINE = ZTDLINE-TDLINE.
        append ZGS_TEXT_HEADER TO ZGT_TEXT_HEADER.
     endloop.
   Make separated line
     clear ZGS_TEXT_HEADER.
     append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
  endloop.
1.Add component under Main Main Window named  “NEW_TEXT” (New Text for Text Header) to display title: Long texts
2.Add under Main Main Window new loop named “NEW_TEXT_HEADER_LOOP” (Transaction Header Long Texts) to display long text details for each of difference text ID.
     This loop is using the internal table GT_TEXT_HEADER:
- Print out the Text ID, Date, time changed at the Text:
“NEW_TEXT_HEADER_TEXTID_DESC”
- Print out the Details of long text at text “NEW_TEXT_HEADER_TEXTID_DATA”.
3.Skip the old logics of printout of long text by set condition ZGV_DISABLE_TEXT <> ‘Y’. At the following component under Main Main Window :
- “TEXT_HEADER_LOOP” - Transaction Header Long Texts.
- “GET_TEXTID_TEXT” - Text ID Description.
- “TEXT_HEADER_TEXTID_DESC” - Text ID Description, Date.
- “TEXT_HEADER_TEXTID_DATA” - Long Text
- “TEXT_HEADER_EMPTY_LINE” - Blank Line.
The formatting didn't work properly for the tables in this reply section, it's removing the spaces.
Let me know if it was helpful.
Regards,
Salpi
<b>Note: This documentation/code is delivered as is, and Bombardier Aerospace makes no warranty  as to its accuracy or use. Any use of this documentation/code is at the risk of the user.</b>