Status in Interaction Record update based on a follow up Business Transacti

Hi
I put in place within ICWC the Interaction record creation as initial step followed by a creation of a Service ticket.
I would like at the Completion of my service tickets the interaction record to be completed automatically as we dont want any agent to manually complete them.
Thanks in advance
Aurelien
CRM 4.0

Hi,
I tried to come back to the idea of the Status Completed as default when Interaction Record is created.
My scenario is:
Confirm BP
Confirm IBASE
Click Service ticket on the left Menu (Interaction Record Menu is not visible anymore)
then i am on the ticket...
I noticed different small problems:
1/ The service organisation determination is not trigger anymore at the ticket creation, it is triggered only when an update occur on the ticket, in my case only when the classification is filled.
2/ When i saved the ticket, the Interaction Record appears in the Business Context, when i click on it (it is completed straigh away), but an error is present in the Interaction record, CRM_ORGMAN - 039 (Enter an organizational unit (Service))
When i had set up my interaction record status profile with more than one status (not Completed straight away) the error number 2 never occured.
The error number 1 always occurs if i use the scenario in ICWEB:
When i use one transaction type to multiple transaction type as dependent business transaction type, in my case the transaction type linked to my Business transaction profile (interaction Rec) is ZS33, then as default Service Transaction in the Dependand transaction i used a ZEST.
Config done in SAP Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Business Transactions -> Define Business Transaction Profiles
In case that i used directly ZEST as the default transaction type for my Business Transaction profile the Org determination occurs correctly.
As anyone seen this problem before?
Or is there anything to do to transfer the org from the Interaction Record to the Service Ticket? is there a link?
I have been through all the topics about Interaction record but couldnt find anything related to my problem.
Thanks in advance
Aurelien

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Interaction record supress

Hi,
I am trying to implement the BADI CRM_IC_IARECORD for suppressing creation of interaction records.The interaction record should get generated only when the user clicks on the interaction record work center.
I passed RV_SUPPRESS_IREC as true but then it suppressed the IR generation for even the interaction record work center.
What should be done in such a scenario?
Also in the BAdi when I pass RV_SUPPRESS_IREC as true and then return to service ticket i am getting a message 'Transaction Cancelled' and all fields are getting disabled.
Thanks and Regards
Shilpi

Hi Shilpi,
See below
Can the creation of an interaction record be avoided?
There is a BADI available to suppress the creation of the interaction record: CRM_IC_IARECORD
With this BADI it is possible to suppress the creation of the interaction record based on for example the interaction source (Inbox, Call List, ...). There is a sample implementation in the system that suppresses the creation of the interaction record for email interactions started from the inbox.
Be aware that without an interaction record the content of the activity clipboard cannot be linked when the interaction is ended.
When creating a dependent business transaction this BADI should not be used to suppress the creation of the interaction record as the interaction record is necessary for the creation of dependent business transactions. If this BADI would be used to suppress the interaction record, then the creation of a dependent business transaction will fail. - This could explain why your ticket creation is failing.
This is a copy from the following link
/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center
Hope this helps,
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We are currently getting error message: "Document is being distributed - changes are not possible" when saving an Interaction Record in Web IC (We use CRM 6 - 2007).
We've noticed that saving an interaction record triggers an outbound BDoc of type "BUS_TRANS_MSG". In order to prevent this BDoc to be generated, we deactivated the processing for the One-Order BDoc with transaction SMW3_0. However, this had the side effect that quotations were not replicated from CRM to ECC so we can't really use this approach.
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Hi
The initital status of Interaction record must ensure that transaction is not relevant for distribution. This ensures that CRM doesnot try to send the transaction to ERP through middleware.
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Attaching e-mails to the interaction record(Activity) via ERMS set up

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                 2. Once the acitivity is created then it must be routed to employee responsible based on certain rules.
           For the above requirement we are trying to config ERMS.
During the creation of an activity it should be possible attach ( link ) the e-mail or documents to the interaction record via ERMS set up. Do we need to do any configuration to attach the e-mails to the interaction record (Activity) . Please provide inputs on this requirement.
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Hello Lakshmana.P,
Typically you would not actually route an Interaction Record (IR). If some follow up action is required, it is a best practice to create a service ticket. The IR creation is more appropriate for situations in which ERMS can auto-respond with a solution to an easy question about e.g., shipping rates, return policies, retail locations, or whatever. There are default actions for routing service tickets, but not for interaction record.
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View Interaction Record not associated to BP

Hi,
We are using IC WebClient Interaction Record to log issues. process followed is as below
IC Agent -> Go to Interaction Record --> use IR to log issue > Go to Email> send Interaction Record thru email to a dedicated ID.
But if the Interaction record is not associated to BP,can we trace it? Where can we view the Interaction Records for agents.. the ones that did not pertain to any particular BP
All help is welcome
Warm Regards
Sulakshana

The Interaction Record is associated with the transaction type configured for IC Web Client.
Each interaction record will be assigned with transaction number,you can see the transaction number as soon as you create it in the IC Web Client.
You can even create a interaction record without associating it to BP's.
So you can find the Interaction record in the system table
crmd_orderadm_h based on the created user and transaction type.
You can even open the Interaction record in the wingui activity management.
Thanks,
Thirumala.

Responsible Group Assignment for Interaction Record

The Functional configuration team is trying to determine how to assign an interaction record to Responsible Group and not to an individual User. If anyone has any suggestions or experience with how the responsible group can work, it would be greatly appreciated.
Thanks

Hi pamela
Currently you have the parner function Interaction center agent in you Interaction record i.e why it is assigning it to the user.
Interaction Record of ICWC is nothing but a business activity in the CRM online system ,if you want the responsible group to be attached to the Interaction record ,please assign the partner function Responsible Group to the Partner determination procedure assigned to your business activity as stated by sridhar..
hope this resolves your Query
Cheers!!
Regards
Raj

Interaction Record : How to make it non editable based on user status = Complete and on click of Save

Hi Guys
We have a requirement ,where we need to make the interaction record "not editable " when we set the user status to "Complete" and after "Save" button is pressed.
Please note that we can't make use of status profile settings as we have to enter some information after the status is complete , that means
after user selects status "Complete" he has to select the value from another drop down and then Save.
Standard offers such that once the Complete is chosen in dropdown the whole screen is frozen.
Once he saves it , the document should be locked(read only/non editable)
Any pointers ?
We tried "Set_view_Group_Context" and Order_Save BADI and we are not preferring disabling at attribute level as we might add few more attributes later.
Regards
Vinayak

Hello,
We had a similar requirement.
The best way we found was to implement the enhancement spot in the beginning of method LOCK_ORDERS of class CL_CRM_METHODS_BTIL. Here, you can prevent the user from editing a business transaction. Be aware this method is called for any BT, so you need to adjust your custom development accordingly.
Hope this helps.
Best regards,
Sylvain AGUETTAZ

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Do I have to abandon the idea of using a shuttle and revert to something else ? If not the shuttle, what else would best serve my purpose here ? Can JHeadstart generate a tableSelectMany component ?
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Brent

Hi,
What's the link between Printing the Smartform and Updating the HU status?
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then you have to find the status of packing and based on that field you have to modify the JU status.
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Updating status of multiple records after saving the form

Hi all
I have a tabular form
It has a column status (new,good ,very good ,excellent are the list options)
The user goes and modifies a number of records on the detail block and saves the records
what i want to do is that when the user clicks the save button after updating any number of records
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the status field of those records should be updated with the new value which the user has modified not all the records
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thanks
Edited by: bindok mulga on May 11, 2009 3:48 PM
Edited by: bindok mulga on May 11, 2009 3:50 PM

Hi
actually my earlier post was incorrect
i have edited my post
Actually
i want to update only those records that the user has modified
eg
col1 col2 status
1 ABC good
2 PQR good
3 xyz good
4 lmn excellent
5 abcz excellent
is the table before the user modifies
the user goes and modifies multiple records as following
col1 col2 status
1 aaa good
2 PQR good
3 xxx good
4 sss excellent
5 abcz excellent
and the user saves the form
now i want the following output
col1 col2 status
1 aaa new
2 PQR good
3 xxx new
4 sss new
5 abcz excellent
only the modified record's status should be updated
sorry for the earlier lapse

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Hi,
I need to change the value of a text item in a multi record block based on a change to another item's value in the same block.
Suppose there's a text item in a multi record block called dt1 which is of type date, which is changed in a particular record. I want to change the values of the another item in the same multi record block, for all other records by running a loop through all the records in multi record block. I dont want to do it on the press of a button, it should do automatically on change. Help me resolve this issue.

Interaction Record and Multi Level Categorization

Hello Forum,
I would like to know if any one has implemented Multi level categorization for Interaction record in SAP CRM Web IC 7.0.
If so how did you acheive this.
I have done the following
-     Create Catalogs, Codes and Code groups
-     Create Subject profile
-     Create Categorization schema with default subject profile.
I could not assign Subject Profile to Transaction Type and also in the only default Subject Profile is displayed .
Any help is greatly appreciated.
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Amar

Glen,
I tried to create customized catalog with Category "F" which is Activity -Reason and the system did not allow me.
So i used A1 (SAP delivered) which has category "F" and used it to assign Code Group Profile and Code Groups.
I created Subject Profile with Subject Category "F" and assigned the Code Group Profile.
I have not usedc the Transaction for assigning subject profile and Status to Transaction Type as i do not need it.
There is not provision to directly assign subj profile to Transaction type as like service request.
I went through the route of assigning Subj profile to Transaction Type header and another place of assigning them in the category schema.
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Too many error records - update terminated

Hello !!!
Please help me with resolutions/reasons for the below errors.
While loading data following errors are coming up & also the number of erroneous records when seen through PSA is quiet large (>2000). We neither want to delete the data nor to edit it, as prior to upgrade this InfoPackage used to work perfectly fine
(Please note that system is recently upgraded from BI 3.x to BI 7.0).
Too many error records - update terminated
Message no. RSM2706
Diagnosis
More than 1001 records have been flagged as incorrect. There is probably a system error.
System Response
For performance reasons, the system terminates the update and additional checks.
Thanks,
Shantanu.

Hi,
I think you are facing an invalid character issue.
This issue can be resolved by correcting the error records in PSA and updating it into the target. For that the first step should be to identify if all the records are there in PSA. You can find out this from checking the Details tab in RSMO, Job log , PSA > sorting records based on status,etc. Once its confirmed force the request to red and delete the particular request from the target cube. Then go to PSA and edit the incorrect records (correcting or blanking out the invalid entries for particular field InfoObject for the incorrect record) and save it. Once all the incorrect records are edited go to RSA1>PSA find the particular request and update to target manually (right click on PSA request > Start update immediately).
I will add the step by step procedure to edit PSA data and update into target (request based).
Identifying incorrect records.
System wont show all the incorrect records at the first time itself. You need to search the PSA table manually to find all the incorrect records.
1. First see RSMO > Details > Expand upate rules / processing tabs and you will find some of the error records.
2. Then you can go to PSA and filter using the status of records. Filter all the red requests. This may also wont show the entire incorrect records.
3. Then you can go to PSA and filter using the incorrect records based on the particular field.
4. If this also doesnt work out go to PSA and sort (not filter) the records based on the particular field with incorrect values and it will show all the records. Note down the record numbers and then edit them one by one.
If you want to confirm find the PSA table and search manually."
Steps to resolve this
1. Force the request to red in RSMO > Status tab.
2. Delete the request from target.
3. Come to RSMO > top right you can see PSA maintenace button > click and go to PSA .
4.Edit the record
5. Save PSA data.
6. Got to RSA15 > Search by request name > Right click > update the request from PSA to target.
This should solve your problem for now.
As a long term you can apply some user exit in source system side or change your update rules to ensure that this field is getting blanked out before getting loaded in cube or add that particular achr to permitted character list in BW (Run TCODE RSKC
Input the <character> and execute the program) This will add <character> to the allowed characters list.
OR
RSKC --> type ALL_CAPITAL --> F8 (Execute)
OR
Run the report RS_ERRORLOG_EXAMPLE,By this report you can display all incorrected records of the data & you can also find whether the error occured in PSA or in TRANSFER RULES.
OR
Go to SE38 and execute the program RSKC_ALLOWED_CHAR_MAINTAIN.
Refer
/people/sap.user72/blog/2006/07/23/invalid-characters-in-sap-bw-3x-myths-and-reality-part-2
/people/sap.user72/blog/2006/07/08/invalid-characters-in-sap-bw-3x-myths-and-reality-part-1
/people/aaron.wang3/blog/2007/09/03/steps-of-including-one-special-characters-into-permitted-ones-in-bi
http://help.sap.com/saphelp_nw04/helpdata/en/64/e90da7a60f11d2a97100a0c9449261/frameset.htm
Thanks,
JituK

Follow up email creates a interaction record in business context area

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Follow up email creating a interaction record

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Dynamically creating a Record Group based on Previously entered Record Grou

Forms [32 Bit] Version 10.1.2.3.0 (Production)
Hi,
I know how to dynamically create a record group based on a query and putting the code in When new form instance.
My query is. I have a form which has multiple Record Groups and the user wants to dynamically create subsequent groups based on previous groups.
For example
I have a record group with selects a Location,
when the user selects the Location from a list of values
the 2nd record group called 'Cost Centres' will have to filter out only those with the locations selected above.
How can I populate the 2nd record group at run-time when I do not know what site the user will select?
If I simply populate in when new form instance as in location and just select everything, the list of values populates.
CC field is a LIST ITEM and the list style is a POP LIST, it is not required.
I have put the code in the Location field in the when-list-changed trigger.
I am getting this error:
frm-41337: cannot populate the list from the record group
here is the code:
DECLARE
v_recsql Varchar2(1000); -- The SQL for creating the Record Group.
v_recgrp RecordGroup; -- Record Group
v_status Number; -- Return Value of Populate_Group function.
c_where VARCHAR2(1000);
BEGIN
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     ELSIF :location = '2' THEN
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     ELSIF :location   = '3' THEN
          c_where := ' substr(cost_centre,1,2) in (''01'',''11'',''07'')';
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v_recsql := 'SELECT cost_centre, description FROM   cost_centres where '||c_where;
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v_recgrp := CREATE_GROUP_FROM_QUERY('v_recgrp', v_recsql);
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v_status := POPULATE_GROUP('v_recgrp');
IF v_status = 0
THEN -- No Error. Record Group has been Populated.
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DELETE_GROUP('v_recgrp');
END IF; -- IF NOT ID_NULL(v_recgrp)
END;thanks for your assistance.

Hi,
Once record status gets change for block you can not populate/repopulate the list item. Keep those list items as non-database item with different names and create different items as database orignal items. Than assign the values in WHEN-LIST-CHANGE trigger to the actual database items.
-Ammad

Status in Interaction Record update based on a follow up Business Transacti

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