Time Based Service Request Escalation

HI all
we want to know, how to create time based service request escalation in Siebel CRM On Demand?
thanks in advance

What you can do within the application is have a report/dashboard to highlight the SRs that are over their planned SLA, but the user will have to be in the application to see it.
If you want a time based WF, it currently is not available within R16, but you can write a relatively simple WS in combination with an integration event to solve this issue.

Similar Messages

Service Request Aging Analysis

Hello All,
I am trying to create a report in Siebel off the canned aging report. It seems to give me the average age in calendar days which is fine, however I need to report on number of business days.
The data I need specifically is:
Service Request's (SR's) Average Age - This is default
Average age of open SR's business days - This is the tough one, I need to have > 5 business days and < 5 Buisness days
Average age if not closed on the first contact - Buisness and Calender days
SR's open greater then 5 days - Buisness and Calender days
If anyone has any advice if this is possible or how to go about having Siebel create the report for me, that would be great.
Thanks in advance
~The Call Guy

Okay, if your report is using the Service Request History subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))+(2-WEEK("Service Request"."Opened Date"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date")))
If your report is using the Service Request subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date and Time" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))+(2-WEEK("Service Request"."Opened Date and Time"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date and Time")))
I have verified that both formulas are error free when used in the correct subject area... the column that you start with does not matter... just be sure to completely blank the existing formula before pasting in this one.
Let me know how it goes.
Mike L

Service Requests-Business days when year changes

Hi All,
I am trying to calculate for how long a SR has been open in business days only.
I have successfully used Mike Lairson's formula for the last 9 months but it seems it cannot cope with year changes. If the begin data is in 2009 and the end date in 2010, the results are not correct anymore.
E.G. For an SR that was opened on 12/30/2009 and closed on 01/05/2010 should return 5 business days but it is actually returning 110.
The syntax that I used so far is:
(CASE
/* Convert Sunday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time") = 1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time") - WEEK("Service Request"."Closed Date and Time")) -
(WEEK("Service Request"."Closed Date and Time") - 2)
/* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time") = 7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time") - WEEK("Service Request"."Closed Date and Time")) -
(WEEK("Service Request"."Closed Date and Time") - 1)
/* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time") -
WEEK("Service Request"."Closed Date and Time")) +
(2 - WEEK("Service Request"."Closed Date and Time")) END)
(CASE
/* Convert Sunday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Opened Date") = 1
THEN (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) -
(WEEK("Service Request"."Opened Date") - 2)
/* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Opened Date") = 7
THEN (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) -
(WEEK("Service Request"."Opened Date") - 1)
/* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) +
(2 - WEEK("Service Request"."Opened Date"))
END)
+
/* Adjust for Year Change */
(365 * (YEAR("Service Request"."Closed Date and Time") -
YEAR("Service Request"."Opened Date")))
Any ideea or hint would be highly appreciated.
Thank you.
Regards,
Dorin
Edited by: user805960 on 06.01.2010 07:07

Hi,
i used this formula to find out the days it calculates between 31/12/2009 and 01/01/2010, the result it gave was 106 days.
So i subtracted 106 from 365 days (365-106=259)in the formula, the formula is now giving the correct values.
I think we have to add the total working days and not the no.of days in a year.
Please can you all reconfirm the results.
Thanks
Neena
Edited by: NNK on Jan 11, 2010 3:16 PM

Service Request - Working Days

Hi All,
Has anyone tried to factor Working Days into their SLA's through analytics reporting?
For example, a Service Request is raised on Friday and I would like the number of days to close that service request to exclude Saturday and Sunday? Obviously there is no working days calender in CRM On Demand so i'm just going to ignore bank holidays etc for now. Just wondered whether anyone had experience/recommendations with this?
Thanks
Oli @ Innoveer

Oliver,
While i have not completed anything around this i have extracted the following out of the CRM-On Demand Reporting book that might help.
Calculating Differences in Business Days
A common request for date calculations in reports is to determine the number of business days
between two dates. Answers On Demand does not contain any functions of variables that identify
business versus non-business days. The following sample code calculates the business day
difference between open and close dates on service request records. I have included comments
in the formula that explain what each portion of the formula does.
(CASE
/* Convert Sunday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time") = 1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time") -
WEEK("Service Request"."Closed Date and Time")) -
(WEEK("Service Request"."Closed Date and Time") - 2)
/* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time") = 7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time") -
WEEK("Service Request"."Closed Date and Time")) -
(WEEK("Service Request"."Closed Date and Time") - 1)
/* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time") -
WEEK("Service Request"."Closed Date and Time")) +
(2 - WEEK("Service Request"."Closed Date and Time")) END) -
(CASE
/* Convert Sunday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Opened Date") = 1
THEN (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) -
(WEEK("Service Request"."Opened Date") - 2)
/* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Opened Date") = 7
THEN (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) -
(WEEK("Service Request"."Opened Date") - 1)
/* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) +
(2 - WEEK("Service Request"."Opened Date")) END) +
/* Adjust for Year Change */
(365 * (YEAR("Service Request"."Closed Date and Time") -
YEAR("Service Request"."Opened Date")))
This wont come out as it should so see my profile and send me a email and i will pass this on.

Escalation Action for Service Request Management

Gurus
I am using action profile for Service request management in SAP 7.0.
I want to know what this particular condition IT_INCIDENT_ESCALATION does?
Also what needs to be the process parameters for this?
It has processing type as Method Call with method- escalation
Thanks
Tarang

Hi John,
Good Morning.
I have a question on what are the benifits of smart value help in CRM 7.0. We have upgraded our system and didnt achieve the true functionality of smart value help.
Ex - We entered country as 'US' in Country field and entered C* in Region field. I could see all regions starting with C* in the smart value help. It is not filtering based on the country selected. It should show me only regions which are in US and starts with C.
Is this a limitation. F4 helps works perfectly. I think we are missing some notes here.
Appreciate your feedback.
Regards,
Ch Deepthi.

Creation of service request based on an event in ECC

Hello,
I want to create service request based on an event in ECC HR. For e.g. events can be employee leaving, Absence for longer period etc.
Is there a standard way of doing this ? If so could you please let me know the process/steps.
Regards

Adding a BOL entity and binding it with the main parent node entity will give access to the main BOL. Using which, we can traverse to the required object using GET_RELATED_ENTITY and change the respective attributes.

Service Request - Open and Close Time

Service request created by a user in India is reflecting the local date/time Zone. But when the same user runs the report the Open/Close dates are in the dd/mm/yyyy format but the time zone is USA EST. Is anyone experiencing the similar problem?
Edited by: 864252 on Oct 5, 2011 10:54 AM

The application was not turned on. To have it turned on you need to activate the business function Sales and Service (CRM_SLS_SRV_1).
Hope this helps?

Calculation of SLA times based on Service Organization

Is it possible to calculate the SLA times based only on Service org?
a) Using Service contracts i.e create SC with only org and assign the Service & Response profiles.
Else as mentioned below.
Please give your more thoughts.
I maintain the Service & response profiles at "Maintain Availability and Response Times" .
Can I access these values directly in the BADI ?
My scenario is
a) An agent belongs to a service org.
b) I define these Profiles seperately for each Org (Org1 Org2 etc) at the above tcode.This manual entry.I know we dont have org to profiles mapping in the above tcode.I just painly maintain.
c) In the BADI i check the org entered in the complaint.
d) for Ex if the Org1 is entered I want to access the profiles for Org1.If else ladder.
e) then use these profiles to calculate the SLA times.
f) then save the document.
g) Also trigger an e-mail saying the above time lines.
Is the above flow possible??
Let me know if you want me to post this onto another thread.
Thanks
amol

Shalini,
I will be just maintaining the service and response profiles in the "Maintain Availa..." tcode.
There wont be exact mapping stored in any table.
My logic would be ,i dunno whether this right or wrong..
1) Once i get the Org ,I would compare like ths
if( orgdata = org1)
then service profile 1 etc.
2) then apply the profiles to the cal of SLA times.
I think we can achieve what you said using CRM_ORDERADM_I_BADI
Or we need to use the BADI's specifically mentioned for serv contract det and calculation of SLA.
As you know in SAP for SLA times we need to have the service contract for a) customer b) org and many other parameters.then to this SC we need to associate the service and response profiles.When the SC is determined in a complaint ,the serv and resp profiles will be used to get the SLA times.
But my requirement is to have determine the SLA times based on the service organisations.Not based on the customer and any other parameters.
For ex : If my serv org is in India the times would be diff ..if my serv org is in US the times would be diff.
So let me know what approach would be best ?
Use BADI's as above or does this approach of having define different Service contracts (without having Partner functions customer etc) for diff orgs?
Thanks
Amol

Org determination based on category in service request.

Hello All,
In CRM 7.0, I need to default Orgazation based on the service request category selected.
Any one worked on such a scenario and let me know how this can be achived ?
Regards
Shan

Hello,
Thanks .
Managed to do with custom class and assigned to service ID AH_SRV_REQ_RT_GP. It working fine.
Regards
Shan

Restrict search access of Service requests based on service team

Hi,
We have the below requirement in our client to restrict the search of the service requests based on the service team.
Requirement
A user can only search / display the service requests which are assigned to his queue.(Partner Function --> Service team)
Can you please suggest if we have a standard authorization object by means of which we can achieve this.
Can you please help us on priority on this. Reward points would be awarded for helpful answers
Thanks,
Vamsi.

Hello Vamsi
I redefined the method EH_ONSEARCH_BTN of component BT116S_SRVO/ADVANCEDSP. Because i used this in service order. you can same method of Service request component.
Use can call method insert_selection_param of class cl_crm_bol_dquery_service
to set the SERVICE_ORG parameter with value of Employee's service org.
Regards
Naresh

Repository Services - Time based publishing missing

Hi,
We are running NW07, and want to configure time based publishing.
I can't find the Repository Services for this it is suppose to be under
System administratoin -> Content Management -> Repository Services
But it is not,
can anyone help?

After that, you have to define the real lifetime
http://help.sap.com/saphelp_nw70/helpdata/en/e8/a9a76828b8dc469969ff450ec81ced/frameset.htm
An keep in mind that only users with not more than read permissions will see the document only during its lifetime. Users with write additional permissions can always see it
Kind regards
Karin

Rule- Based Assignment of Employees in Service Request

Hi Expert,
Please provide step by step guide instructions for rule based in assignment of Employees for service request.
Thanks
Best Regards

This blog should cover your needs: http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/18067. [original link is broken] [original link is broken] [original link is broken]
Regards.

Escalation of Service Requests - Service Request Management - SAP Library

To add a comment, please log in or register on the top of this page and choose Reply. Please write your comment in English.
You can also go back to the SAP help page.

Cameron, what are you trying to accomplish? A service request can only have one owner and that owner assignment can be done manually, service request assignment rules, or workflow. If you are looking at visibility to service requests by a group of users then I would recommend using Book of Business.

Why is it so hard to get reqular updates to Service Requests

I have a number of Service requests that have been running for a long while with no updates.
That is despite my posting requests for updates and hanging for extended periods of time on the "chat" facility (usually in vain as no-one picks up the chat thread).
In a couple of cases I have done extensive pre-work and built repeatable test cases etc so there should not be any siginificant delay in getting these issue esculated to the back line for support. If they have been escalated, there is no sign in the SR records.
It's probably "bad form" but here are specific SR numbers that show the lack of customer feedback..
10891239511, 10891256291 & 10891420901
In the latter case i was able to get the SR re-assinged to a new support tech who seemed helpful and promised to send me aun update... then... silence...
This is very unprofessional as I too have customers and they DEMAND regular updates to any incidents that I'm working on, so this leave me "hanging" which reflects both badly on Me and also on the Attachmate group of companies (Novell, NetIQ, SUSE).
All I ask is that SR's get regularly updates, even if it's "awaiting backline engineer response , will update in 5 days if they do not respond sooner".

On Mon, 02 Jun 2014 03:56:02 GMT, darrenjthompson
<[email protected]> wrote:
>
>@world
>
>I have received the following feedback "Yes, the support engineer should
>have provided you with an update on the issue. Generally, the support
>engineer should follow up or provide an update to the customer within a
>maximum of 3 days for issues that are "awaiting Novell support" and
>within a maximum of 5 days for issues that are "awaiting customer"
>action."
>
>I'm now curious, if anyone is getting SR updates as frequently as is
>suggested here, could you post to this list. I'm genuinely curious if
>the difficulty of getting updates is just me or if others have been
>having the same/better results.
>
>I have to say that things seem to have improved for me recently but I'm
>wondering if it's just "the squeaky hinge getting some oil" or if the
>practices really have improved.
Most of the time I get good responses to my SRs and I leave feedback
stating so. The few times I haven't, I push for escalation or I
contact others I know at Novell and usually it gets resolved. And
then I also leave feedback about that. NTS isn't perfect, but most of
the time I am pleased with support.
Ken

Creating Activity object for a Service Request object...

[This thread was migrated from the On Demand Developer Forum in the old Siebel Community] 
drangineni
New Contributor
Ho do we use Activity object of a Service Request object. I am trying to
create an Activity object for a existing Service Request object.
I am looking for some sample code.
I greatly appreciate your help.
Product: CRM OnDemand
11-26-2006 12:40 PM
Re: Creating Activity object for a Service Request object...
BigSlick
Valued Contributor
drangineni, What programming language are you using?
BS
12-04-2006 10:56 AM
Re: Creating Activity object for a Service Request object...
drangineni
New Contributor
Hi, I am using C# .
12-04-2006 07:40 PM
Re: Creating Activity object for a Service Request object...
BigSlick
Valued Contributor
drangineni, assuming you know the service requestid or externalId of the
Sr you are dealin gwith you would first set that value.
ServiceRequest1[] objSRList =new ServiceRequest1[1];
objSRList[0] = new ServiceRequest1();
objSRList[0].ServiceRequestId = <YourSRId>;
Then you create an array of activities and initialize the first one:
objSRList[0].ListOfActivity = new Activity[1];
objSRList[0].ListOfActivity[0] = new Activity();
Now set the data fields
objSRList[0].ListOfActivity[0].Subject ="My Subject";
objSRList[0].ListOfActivity[0].Description ="My Description";
objSRList[0].ListOfActivity[0].Display = "Task"; //valid values are either
"Task" or "Appointment"
Then call the ServiceREquestInsertOrUpdate method on the ServiceRequest
WebService and pass in the above variable.
BS
12-06-2006 12:36 PM
Re: Creating Activity object for a Service Request object...
drangineni
New Contributor
Thank you BigSlick.
The following error is thrown when I use the
ServiceRequestInsertOrUpdate(objInput)
"No user key can be used for the Integration Component instance 'Service 
Request_Action'.(SBL-EAI-04397)"
When I use the prxySrvcRequest.ServiceRequestInsert(objInput), no error is
thrown and the Activity gets added, but a new Service Request object is
created, but the Activity gets added to an existing Service Request
object. I greatly appreciate your help.
The following is the code:
int ActivityLength = 0;
WSOD_ServiceRequest.ServiceRequest1[] ServiceRequest = new
WSOD_ServiceRequest.ServiceRequest1[1];
ServiceRequest[0] = new WSOD_ServiceRequest.ServiceRequest1();
ServiceRequest[0].ServiceRequestId = this.Request.QueryString["id"];
ServiceRequest[0].ListOfActivity = new
WebSelfService.WSOD_ServiceRequest.Activity[ActivityLength + 1];
ServiceRequest[0].ListOfActivity[0] = new WSOD_ServiceRequest.Activity();
ServiceRequest[0].ListOfActivity[ActivityLength].Description =
this.txtDescription.Text;
ServiceRequest[0].ListOfActivity[ActivityLength].Display = "Task";
ServiceRequest[0].ListOfActivity[ActivityLength].Subject = "My Subject";
WSOD_ServiceRequest.ServiceRequest prxySrvcRequest = new
WebSelfService.WSOD_ServiceRequest.ServiceRequest();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input
objInput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output
objOutput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output();
objInput.ListOfServiceRequest = ServiceRequest;
Session objSession;
objSession = (Session) Application["Session"];
prxySrvcRequest.Url = objSession.GetURL();
try
objOutput = prxySrvcRequest.ServiceRequestInsertOrUpdate(objInput);
catch(Exception e)
12-09-2006 09:53 AM
Re: Creating Activity object for a Service Request object...
drangineni
New Contributor
Thank you BigSlick.
The following error is thrown when I use the
ServiceRequestInsertOrUpdate(objInput)
"No user key can be used for the Integration Component instance 'Service 
Request_Action'.(SBL-EAI-04397)"
When I use the prxySrvcRequest.ServiceRequestInsert(objInput), no error is
thrown and the Activity gets added, but a new Service Request object is
created, but the Activity gets added to an existing Service Request
object. I greatly appreciate your help.
The following is the code:
int ActivityLength = 0;
WSOD_ServiceRequest.ServiceRequest1[] ServiceRequest = new
WSOD_ServiceRequest.ServiceRequest1[1];
ServiceRequest[0] = new WSOD_ServiceRequest.ServiceRequest1();
ServiceRequest[0].ServiceRequestId = this.Request.QueryString["id"];
ServiceRequest[0].ListOfActivity = new
WebSelfService.WSOD_ServiceRequest.Activity[ActivityLength + 1];
ServiceRequest[0].ListOfActivity[0] = new WSOD_ServiceRequest.Activity();
ServiceRequest[0].ListOfActivity[ActivityLength].Description =
this.txtDescription.Text;
ServiceRequest[0].ListOfActivity[ActivityLength].Display = "Task";
ServiceRequest[0].ListOfActivity[ActivityLength].Subject = "My Subject";
WSOD_ServiceRequest.ServiceRequest prxySrvcRequest = new
WebSelfService.WSOD_ServiceRequest.ServiceRequest();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input
objInput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output
objOutput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output();
objInput.ListOfServiceRequest = ServiceRequest;
Session objSession;
objSession = (Session) Application["Session"];
prxySrvcRequest.Url = objSession.GetURL();
try
objOutput = prxySrvcRequest.ServiceRequestInsertOrUpdate(objInput);
catch(Exception e)
12-10-2006 08:49 AM
Re: Creating Activity object for a Service Request object...
BigSlick
Valued Contributor
Ah yes, I forgot you also need to specify a unquie Id for the activity.
It's kinda strange.
Try adding this:
ServiceRequest[0].ListOfActivity[ActivityLength].ActivityId = "DummyId";
//OD will overwrite this with a real Id
Or if you have a unquie ID for your Activities you can use:
ServiceRequest[0].ListOfActivity[ActivityLength].ExternalSystemId = <Your
Unique Value>;
Hope that helps,
BS
12-11-2006 10:52 AM
Re: Creating Activity object for a Service Request object...
surgientweb
New Contributor
Hi all,
I have a similar problem, but mine is returning a message that field
"Display" is required. Looking at this post and the documentation it is
obvious that Display is a required field, but my WSDL did not include a
field called "Display", so my proxy did not generate one.
I tried adding a field called Display to the WSDL and the proxy class, but
I get a different error... I figure I maybe cannot add it manually like
that - but I think the bigger problem is it is not part of the WSDL that
Siebel OD generates for me in my admin account.
On top of that Display is not shown in the list of fields for Activity
through the admin interface.. is it possible my account is bugged? Am I
missing something simple here? BigSlick, I see you mention a .Display in
your code sample so I thought you might understand what is wrong. Here is
my code (I am trying to add a activity to a lead).
Thanks for any insight into this!
private void InsertLeadActivity(Session session, NameValueCollection data,
string leadID)
try
if (blnDebug)
Response.Write("Setting up Activity ";
// instantiate the proxy service
Activity_Service.Activity activityProxy = new Activity_Service.Activity();
// set up the target URL
activityProxy.Url = session.GetURL();
activityProxy.CookieContainer = session.GetCookieContainer();
// set up input argument
ActivityNWS_Activity_Insert_Input input = new
ActivityNWS_Activity_Insert_Input();
input.ListOfActivity = new Activity1[1];
input.ListOfActivity[0] = new Activity1();
if (blnDebug)
Response.Write("Getting Data ";
// dg note: name value
// input.ListOfActivity[0].MrMrs = data["MrMrs"];
input.ListOfActivity[0].LeadId = leadID.ToString();
input.ListOfActivity[0].Description = DataToString(data);
input.ListOfActivity[0].Subject = "Website Submission Activity";
input.ListOfActivity[0].Priority = "3-Low";
//input.ListOfActivity[0].DueDate =
DateTime.Now.AddDays(7).ToShortDateString();
input.ListOfActivity[0].Owner = this.defaultLeadOwner;
input.ListOfActivity[0].Type = "Call";
//input.ListOfActivity[0].Display = "Task";
input.ListOfActivity[0].ActivityId = "DummyId";
input.ListOfActivity[0].ExternalSystemId = "web";
activityProxy.Activity_Insert(input);
catch (Exception exInsertActivity1)
if (blnDebug)
Response.Write(" Error inserting activity. " +
exInsertActivity1.ToString() + " ";
01-06-2007 05:05 PM
Re: Creating Activity object for a Service Request object...
surgientweb
New Contributor
Figured it out.. the field "Display" is also known as "Activity"........
Here are some notes for other people.. good luck and feel free to write me
at raskawa-at-gmail-com if you want a code sample.
Some unpublished nice to knows for Siebel On Demand Activities....
In summary:
- .Activity is also known as Display in documentation and on the error
messages coming back from the WS. Also, it appears based on these boards
some people actually have a .Display field. Maybe different accounts
generate different WSDL's.... buggy.
- If a error message is thrown saying "Description is required" it really
means "Subject is required" (make sure .Subject has a value)
- If a error message is thrown complaining that ActionType is not right..
that is really .Type.. make sure it's lookup value is valid for the
dropdown values in your CRM OD system.
My code/values that worked..
input.ListOfActivity[0].LeadId = leadID.ToString();
input.ListOfActivity[0].Description = DataToString(data);
input.ListOfActivity[0].Subject = "Website Submission Activity";
input.ListOfActivity[0].Priority = "3-Low";
//input.ListOfActivity[0].DueDate =
DateTime.Now.AddDays(7).ToShortDateString();
input.ListOfActivity[0].Owner = this.defaultLeadOwner;
input.ListOfActivity[0].Type = "Call";
input.ListOfActivity[0].ActivityId = "DummyId";
input.ListOfActivity[0].ExternalSystemId = "web";
//input.ListOfActivity[0].Display = "Task"; //doesn't work
input.ListOfActivity[0].Activity = "Task"; //does work.
01-06-2007 05:17 PM
Re: Creating Activity object for a Service Request object...
raskawa
First Time Contributor
Hi,
This is surgientweb (under my own login now..)
Anyway, I wanted to add that I figured out that there are two ways to add
a Activity to a Lead. Via the Lead object (by getting a ListOfActivities)
OR by creating a Activity directly and just adding your "LeadID" to it (or
you can also add a "ContactID" to relate the activity to a Contact.)
Feel free to email me for a code example (raskawa....at....gmail)
-David
01-09-2007 02:58 PM

Hi Stephane,
You can definitely read the categories using Tables in CRM. The logic is a bit complicated though.
Use the following steps to retrieve Categories using Std. CRM Tables:
1. Pass transaction GUID in field GUID of table CRMV_REPORT_SUBJ and get KATALOGART, CODEGRUPPE and CODE field values in lv_catalog, lv_codegrp and lv_code.
2. Now you need to concatenate these 3 fields values carefully like this:
CONCATENATE lv_catelog lv_codegrp ' ' lv_code into lv_category1.
Remember there are 4 spaces between lv_codegrp and lv_code.
3. Now pass this lv_category1 in field OBJEXT in table CRMC_ERMS_CAT_OK and get OBJGUID in field lv_objguid.
4. Pass this lv_objguid in field OBJ_GUID and LNK_TYPE = 'IS_CODE' in table CRMC_ERMS_CAT_LN and get value of CAT_GUID in lv_cat_guid.
5. Pass this lv_cat_guid in field CAT_GUID in table CRMC_ERMS_CAT_CA and get value of CAT_ID in field lv_cat_text.
Remember this lv_cat_text is the text value of your last level of category of transaction.
6. To get its upper cateogry level value, simply use table CRMC_ERMS_CAT_HI and get parent guid value and pass this as CAT_GUID again in table CRMC_ERMS_CAT_CA to get its text.
Alternatively, you can also use class method cl_crm_ml_category_util=>get_parse_all to get all levels of categories.
Hope this helps.
Thanks
Vishal

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