Tabs Categorization, Partners etc. in Interaction Record screen in Web UI

Hi,
I'd like to know if it is possible to hide some of the tabs displayed from standard in the web UI screen of the Interaction Records.
From standard, for example, they're displayed the following information:
Overview
Categorization
Organizational Data
Partners
Follow Up
Actions
Notes
etc
I'd like to hide all but Overview.
If I access component ICCMP_BT_INR with transaction BSP_WD_CMPWB I see that there are some ViewSets which correspond to the tabs mentioned above. Is it possible to delete them after having enhanced the component ICCMP_BT_INR?
If yes, how?
Is there any other procedure to be followed?
Thanks in advance for your attention,
Best Regards,
Andrea Ricci

Hi Harshit,
thanks for your answer, but could you please clarify?
I've tried to create a new cstom configuration clicking on the button "Show Configurable Areas" in the Interaction Record screen, but it is possible to configure the single areas (i.e. the Notes area, the Activity Clipboard area, etc.) but not the overall page in which these blocks are inserted...
Thanks in advance,
Andrea Ricci

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How to create new actions ? in the interaction record screen

Hi all,
I'm working with the IC web client.
In the interaction record screen the is a link to actions.
But how to create new actions ? schedule actions ?
Component "ICCMP_BT_INR"
View "InrHeaderViewSet"

Hi Eran,
Gret is absolutely right ..The actions are transaction type specific and can be attached along in the customizing as mentioned above by gret , these can then be tested in the SAP gui first for their scheduled and start conditions and then in the ICWC.
There is no special settings for actions in ICWC if they are there in your transaction they will come in the ICWC.
Hope this helps
Regards
Raj

Interaction Record in IC Web

Hi All,
When I click the END button to wrap a call, an empty
Interaction Record will be automatically created.
How can I avoid of creating an IR when I click the END button?
Thanks,
Bin

hi, Try implementing this "Note 998539 - New Interaction Record gets created unnecessarily". Pease check your CRM release and support package.
Regards,
Krish

Categorization tab in Interaction record page

Hi Friends,
Categorization tab is missing in Interaction record page in Web UI. I am able to see only Overview, Organizational Data and Partner tabs. Is there any place i can configure to display Categorization tab.
I am having 2 levels of category needs to be displayed in IR.
Thanks in Advance.
Regards
Muthappan

Hello
I am also experiencing a somewhat similar issue, I can see the Categorization tab but the category view is not available. I need to get the Categorization view there where I can select values from the drop down helps for the Categorization fields.
The problem is that there is no viewset available where I can add the Categorization View directly. Its just the ICCMP_BT_CAT view which is there. I checked the Wiki, it says that you dont need to do any development. It can be done through configuration. Please provide some inputs.
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Vishal

Behaviour of Activity Clipboard of Interaction Record

Hi everyone,
I have observed a weird behaviour of Activity clipboard in CRM Interaction Center. Below are the steps I followed:
Confirmed the account in the Interaction Center. Opened Interaction Record
After performing my actions in the Interaction Record, saved the Interaction record by clicking the "SAVE" button on the Interaction Record screen.
Closed the browser(without clicking on END button on the IC).
Opened CRM WebUI and opened this new Interaction Record, I do not find any of the items in the Activity Clipboard. It is completely blank with no items.
But if I click on "END" button on the Interaction Center and then check the Interaction Record later through Inbox , I can find the items in the Activity clipboard. I need to understand if this is a standard behaviour of CRM Interaction Center that clicking END button is mandatory for saving the Activity clipboard items into database? Or Do I need to apply some SAP Note to fix this issue?
Please suggest.
Thanks,
San

Hi San,
Yes, clicking END button is mandatory to finish the customer interaction in SAP standard. Here the activity clipboard and all changes on the business objects which have been made during the cutomer interaction are saved.
Best Regards,
Sigrid

Interaction Records

Hello,
I need to retrieve the notes for the Interaction records saved on Web UI at Buss Agreement level(Cont Acc).
Currently i am able to get this from CRM_ORDER_INDEX table for BP level.
Are there any smilar table's, FM's or... holding these IR's for Contract Accout level ?
Can some one suggest me ?
Thanks
Ricky

Hi Eli,
I am also facing similar type of issue, i am raising a alert on account identification screen while confirming the account.
DATA: context_area TYPE REF TO cl_crm_ic_contextareaview_impl.
*-- Retrieving the BP Status Information
CLASS cl_crm_ic_services DEFINITION LOAD.
context_area = cl_crm_ic_services=>contextarea_contr.
IF context_area IS BOUND.
    bdc ?= context_area->get_custom_controller( 'CuCoBDC' ). "#EC NOTEXT
    Fill main partner with confirmed BP
    TRY.
        value = bdc->get_xpath_property_as_string(
                        '//currentCustomer/BP_NUMBER' ).
        partner_no = value.
get the BP GUID
        value = bdc->get_xpath_property_as_string(
                        '//currentCustomer/BP_GUID' ).
        partner_guid = value.
      CATCH: cx_crm_bdc_no_data, cx_crm_bdc_xpath_error.
    ENDTRY.
I am not getting any value in context_area andthats why its throwing an exception.
Could you please suggest me if I did something wrong?
Regards,
Kamesh Bathla

Disable Interaction Record

Hi,
We are implementing IC Web Client with Service Add-On Extension.
I have couple of questions on IC Web.
1)Can we disable Interaction Record in IC Web Client?
2)Can we search a Service Ticket by NOTES field?(I think it is Content Management)
Thanks in Advance

I am not too sure about the search on service ticket using the Notes Function, but let me make an attempt at answering your question on Interaction Record.
The Interaction Record is central to the ICWC as it enables the system to know that an interaction has happened. So it might not be wise to completely disable the interaction record.
But you can play around with the Business Transaction profile to embed your interaction record within the Sales or Service Transaction. ( The customizing is explained in one of the slides of the CR410 course ).
So you can avoid creating an interaction record and a sales transaction for example seperately and have both of them embedded in on transaction.
Please let me know if you need more information

Interaction Records Table @ Buss Agreement Level

Hello,
I need to retrieve the notes for the Interaction records saved on Web UI at Buss Agreement level (Cont Acc).
Currently i am able to get this from CRM_ORDER_INDEX table for BP level.
Are there any table's, FM's or... holding these IR's for Contract Accout level ?
Can some one suggest me ?
Thanks
Ricky

Hi Frank,
Thanks for your suggestion.... but I don't follow unfortunately. I have had a look at your suggestion, but this is over my head.
I guess my other option is just to write some logic into the view, however this would double the size of my statement and make it a little inefficient.. .
Thanks
Simo

Automatic creating a Interaction record in the WebClient

Please help! I need a way to automatically create a Interaction Record in the Web Client from a file. Is anybody know how to do this. I need to extract data from another system like R/3 and automatically load this into the interaction record, but I don't which ways to approach.

Hello,
In a SAP standard scenario an interaction record is always created. You can however control this behaviour in the "Business Transaction profile" which is linked to the "main IC web profile". In that business transaction profile you need to define a "leading" business transaction. This leading bus. trans. is the transaction that is created the moment a business partner is confirmed.
To automatically fill this "leading" bus. trans. (an interaction record in your case) you have multiple options, you can code this directly in the webclient BSP pages (eg by subscribing to the "bp confirmed" event and then fill the interaction record that is created) or in the overall system by working with events on bus. obj. To control what is initially filled there is no standard process foreseen in this flow.
Hope this helps,
Kind regards,
Joost
Edited by: Joost Stallaert on Jan 19, 2009 11:25 AM

Multi Level Categorization in Interaction Record

Hello Gurus!
We are implementing CRM 7.0 and setting up multi level categorization for interaction records and service ticket. I have managed to set up all the required config and the categorization schema in Web IC. It is working in service ticket. However, for interaction record in web IC, the problem is that in the Categorization Tab, there are no fields showing up. I tried adding the fields but there seems to be none similar to service ticket where the fields for Level 1, Level 2, etc... can be seen.
Have you got any idea on how to make the Level fields show up in the interaction records so we can test the multi level categorization for IR?
Thanks!

Glen,
I have gone into IC manager role and used categorization schema and i cannot see my customized Catalog for Business activity.
I have checked Category of the catalog which i have manually created and it is "Activity-reason" .
I have tried using the default catalog and added my Codes into it and created Scema but i do not see the categorization in Web IC and more over the Subject feild is in active. I have added the code groups and code feilds and they are displaying a error message.
Thanks Amar

CRM Interaction Record -- Mutilevel Categorization

Hi All -
What would be a possible use for implementing Multilevel Categorization for CRM Interaction Records if we are not implementing ERMS or CRM Service? Is it better reporting?
All available documentation point to either better functioning of ERMS (mail routing, auto response) or CRM Service (proposing templates, knowledge search)
Regards,
Pradhip.S

Hi,
It would depend of what do you want to achieve:
-Interaction Record should be used for "Interaction Center WebClient" Business Role as the main transaction type to register a contact/interaction with a customer for every channel (telephone/fax/email/face-to-face/chat, etc). Therefore the structure is simple: Description, note, a reason, a status and a priority.
-With a Service Request you are using a more structured transaction that will offer extra fields that are not available for a Interaction Record, such as:
-Two Multilevel Categorisation areas, usually for "Reason" (Subject) and for "Result" (Reason), that could be renamed to any requirement.
-Extra fields for processing such as Impact, Recommended Priority.
-Relationship with extra objects such as Related Problems, Related Request for Changes, Related Knowledge Article.
Additional a service transaction such as service request would offer:
-Find Related Problems.
-Find Related Knowledge Articles
-Autocomplete (to find automatically employee responsible/service team).
So basically you go option 1 or 2 depending of your requirement. If they are simple, you will have to configure less using an Activity (Interaction Record) rather than using a Service Request and then you would have to hide all fields that are not required.
Regards,
Lyda

Multilevel categorization not available within the interaction record

Hello all,
I want to display in the interaction record categories that I have defined in the Category Modeler.
I have checked in the IMG, there is the business activity as application area.
I have defined a subject profile in order to assign it to my interaction record and in the category modeler.
But the categories are not displayed in the IR.
PS: SAP System Data: CRM 5.0 - SAPKU50007.
Please advise.
Thanks.
Best Regards,
Elsa.

hi,
Please check if you are missing some steps out of these steps
In SPRO
1. Customer Relationship Management >> Interaction Center WebClient >> Business Transactions >> Define Categorization Profiles
2. Assign this to the web-client profile in Categorization
3. Default Business transaction type: Make the transaction type you are using for service ticket/ service order default in Business Transaction profile
4. Customer Relationship Management >> CRM Cross-Application Components >> Multilevel Categorization >> Define Application Areas for Categorization >> check the basis of categorization. Select and go to Parameters. It should generally by the Subject Profile.
5. Customer Relationship Management >> Transactions >> Settings for Complaints >> Settings for Subjects >>
a.Define Catalogs
b.Define Code Groups and Codes for Catalogs
c.Define Code Group Profiles
d.Define Subject Profiles
e.Assign Subject Profiles to Transaction Types
In Easy Access
1. Create a short-cut for CRM BSP Application for CRMM_ERM_CAT. A new short-cut will be prepared in your favorites. This will launch the Category Modeler in a browser window. This needs Java.
2. Once launched Create a new Schema
3. Assign the schema to your categorization schema
4. In General Data tab provide the Subject Profile that has been created.
5. In Categories create the hierarchy as per your business logic and assign the specific code belonging to the code group profile in the subject profile
6. Once done, come to General Tab, add 10-15 minutes in the current system time and input this data in Valid from time. This is the time after which the Cat. Mod. Will be activated once released.
7. Change the status from Draft to Released. Depending upon u2018From Dateu2019 and u2018Valid From Timeu2019, the category modeler will be activated. This can be seen in the Service Order/ Service Ticket that you have specified, below the description.
Hope this helps.
Best Regards
Pankaj Kumar

Accept tab not activated for characteristics in result recording screen

Hi,
'Accept and Reject tab' is active only for few characteristics in result recording screen.After entering all the inspection data's system is manually valuating each MIC.
Pls. help me on how to activate the 'Accept and Reject tab' in results recording.
Regards,
Shrini

Dear Gajesh,
Thanks for your prompt reply.
I have created a SAMPLING PROCEDURE --> QUAL-DMS.
IN ASSIGNMENTS,
Sampling type --> 300 -- USE SAMPLING SCHEME
Valuation mode --> 1000 - ATTRIBUTIVE INSPECTION NON CONFIRMING UNITS
(I have selected the system defined Sampling Scheme-> 252 ISO 2859-1 / Level II / multiple)
Sampling scheme   -->      252       ISO 2859-1 / Level II / multiple( SYSTEM DEFINED)
Determination rule    30        Use sampling scheme
Sampling scheme       252 ISO 2859-1 / Level II / multiple
Inspection severity --> 4   - Normal inspection
   AQL value      -->      15.000
THIS TABLE CONTAINS C1,D1;C2,D2;etc --> System Defined.
AS I have selected 252 - ISO 2859 -1/ Level II / multiple,
all values of the above sampling scheme must be copied.
It has calculated the sample size 40 for the sample lot 280 correctly
--> sample size is 8
5 samples are to be considered
5 x 8 = 40 samples --> System calculated the 40 samples correctly
SAMPLE LOT --> 280
SAMPLE SIZE --> 8
FIRST SAMPLE C1 --> 0 AND D1 --> 5;
SECOND SAMPLE C2 --> 3 AND D2 --> 8
THIRD SAMPLE C3--> 6 AND D3 --> 10
FOURTH SAMPLE C4 --> 9 AND D4 --> 12
FIFTH SAMPLE --> C5 12 AND D4 --> 13
I have not defined. I have selected the --> SAMPLING SCHEME 252,
I feel that all its value have to be copied.
Am I correct?
Please advice.
With Best Regards,
Raghu Sharma

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.
Thanks
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.
This is where i do not see the Customized subject profile which i have created.
Can you tell me where exactly i can Determine of categorization schema based on transaction type/catalog category combination.
Thanks
Amar

Copy of Categorization Interaction Record

Hi Forum,
I would like to check with you if it is possible to copy the categorization of an Interaction Record to a Service Request when creating it as a Follow-up of the IR ?
Thanks a lot !!!

The problem I have is that the method Subject (BADI CRM_COPY_BADI) is not called. I think it is because of the difference between the subject profile category of the Interaction Record and Service Request. The interaction record has a subject profile category (F/Activity Reason) different than the service request. Do you know if there is a solution via customizing ?
Thanks a lot !!!

Tabs Categorization, Partners etc. in Interaction Record screen in Web UI

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