To unlock the service ticket

Hi all,
we are using ICWC we are facing a problem that when the enduser is creating the ST after that when he opens that same ticket it is showing an error that ST is locked by the user XXX
Regards,
V.Sekhar.

Hi,
The service ticket edit is controlled by the partner function Agent responsible and only one person can work at a time on the ticket .
if i understand correctly you want the ticket to be simultaneously edited by both the expert and the Agent this will happen only when the agent goes in display and then comes back in edit mode. for providing display as well as edit authorisation you will need to add it in the agent role.(Basis help needed)
hope this helps
Regards
Raj

Similar Messages

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    Hi Gurus,
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    When I go back and check the data of the "saved " S.ticket its is either partially saved or not saved.This is not  happening  to all end users of CRM  but one person and she is being doing this job for years.
    Please suggest what should be done.Early the better.
    Thanks to one and all,
    R.....

    You need to explicitly refresh the tables. In the Mapping Workbench, select or multi-select the tables you'd like to refresh, right click on them and choose "refresh".
    IF you are doing that, and not seeing the changes, then the most likely issue is that you are connecting to a different database and/or using a different JDBC login.
    - Don

  • Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.

    I am trying to connect to SharePoint in my Office 365 environment by following https://support.office.com/article/Set-up-the-SharePoint-Online-Management-Shell-environment-7b931221-63e2-45cc-9ebc-30e042f17e2c and I am getting:
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    Hi,
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    Windows Management Framework 3.0
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    whether it works.
    $User = "[username]@[tenant].onmicrosoft.com"
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    More information:
    http://blog.falchionconsulting.com/index.php/2013/01/using-powershell-to-manage-sharepoint-2013-online/
    Thanks,
    Dennis Guo
    TechNet Community Support
    Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact
    [email protected]
    Dennis Guo
    TechNet Community Support

  • FM for getting the Service Ticket Details

    Hi Group,
    I have a requirement wherein, I need to get the Service Ticket(s) for the system when I pass the Status of the Service Ticket.
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    Regards,
    Amit.

    Hi Amit,
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    Best Regards,
    Pratik Patel
    <b>Reward with Points!</b>

  • Save the service ticket in the ICWC

    Hi,
    I want to throw a message in the ICWC when the service ticket is trying to save in the ICWC without giving any one of the classifications of service ticket.
    Can anydody please help me where i can put the conditions to throw the message before saving the service ticket.
    Thanks & Regards,
    Suresh Babu Gade

    Hi Suresh,
       Did you tried to implement the ORDER_SAVE Badi..for your scenario...
       please check...
    Regards,
    Raghu

  • Very slow start when initially entering the service ticket in Web UI (2007)

    We seem to encounter a very slow start when initially entering the service ticket in Web UI (2007). Once in all seems speedy enough. I don't have my access arrange for the Service marketplace (OSS notes) yet so can't check if there is a known solution, which I suspect there is. Has anyone encountered this problem and possibly resolved it?.
    Jason.

    Previous posts have highlighted the following notes:
    1048388 General Performance improvements of BSP transactions
    1162605 Network performance for CRM 2007 Webclient
    1162685 SAP CRM 2007 Webclient Performance
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    However, I was wondering whether anyone has come across any other small changes that may have a major effect. A quick-win I guess you call it. From bitter experience I know there are rarely quick wins when it comes to optimisation due to the amount of re-testing etc.
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  • Automatic Routing in the Service Ticket

    Hi everybody.
    what's "automatic routing"?
    When i click on "escalation" in the service ticket, it's display a message "No rule found for automatic routing".
    With profile "ic_manager" i was create a roule but now i don't know where insert it in the customizing?
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    Best regards.
    Virginia

    Hi Virginia,
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  • How can i unlock the service with AT&T or other carrier? when i was in overseas ?how much does it cost to unlock?

    how can i unlock the service with AT&T or other carrier? when i was in overseas ?how much does it cost to unlock?

    The only way to unlock a locked device is through the carrier. If it is locked to AT&T, you will have to contact them to get it unlocked.
    Cheers,
    GB

  • Combine the Service Ticket View and the Survey

    Dear experts,
           I need to display the survey within the Service ticket View. Can you please guide me through the steps to achieve the same?
    Thanks,
    Kanthimathi

    Hi there,
    Am just copy and pasting this link.. Some one has explained this procedure in the forums.As I am not sure how to give you the link of the thread, am just copy and pasting it here.
    The Attachments assignment block is a re-use component. These re-use components can be integrated into all business transaction components, and as such also in the interaction record. You need to carefully check how the component GS_CM is integrated into component BT111H_OPPT.
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    iv_controller_type = cl_bsp_wd_controller=>co_type_custom
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    iv_target_node_name = 'ATTRIBUTES'
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    Sreekanth

  • BI Reporting Categorization levels in the service ticket RSA5

    CRM 5.0
    We have created a 2 level categorization for our ICWC with values created in the category modeler.  In the ICWC user can fill in category  1 & category 2 (GOOD)
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    If we create a service ticket and only fill in category 1 (leave category 2 blank) then the category 1 data is in the extract.
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    Hi Glenn,
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    The configuration of the catalog/codes is like this:
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    C_2 Software
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    D_1 Printers
    D_2 Screens
    D_3 Mouse
    D_4 Windows
    D_5 Office
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       |__D_1
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       |__D_4
       |__D_5
    If you look at the technical code, the level 2 is stored like this: C_1:D_4 in the service ticket
    To make a reconsiliation of both levels in BW I believe you should transfer the following tables to BW
    CRMC_ERMS_CAT_CA
    CRMC_ERMS_CAT_CD
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    CRMC_ERMS_CAT_CT
    These tables contain the technical code + Description of the categories.
    When you make the BW report, you need to read the category, split it by the ":" and rebuild the levels yourself based on the tables.
    hope this helps.
    Micha

  • Changing Date and Time of the Service Tickets.

    Dear All,
                      I am implementing a program where i need to change the date and time of incoming service tickets which comes after 6 PM to next day 9 AM. Also if the next day is holiday then it should preset to day after tomorrow's 9 AM.
                      Is there any std. FM to present for this? How should i take care of the Holidays coming. Kindly give a brief idea about the scenario and how the above mentioned functionality can be implemented.
                      Rewards Points for all helpful answers.
    Regards,
    Vinayak

    Hey Vinayak,
    I had similar requirement... i had almost fulfilled the requirement but till then the project got scrapped...
    I will give you the brief idea on how to go about the whole thing....
    You can use this FM to satisfy your requirement.....
    CALL FUNCTION 'HOLIDAY_GET'
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              holiday_calendar           = 'XH'
              factory_calendar           = 'XF'
              date_from                  = lw_frm_date
              date_to                    = sy-datum
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              holidays                   = lit_holidays
            EXCEPTIONS
              factory_calendar_not_found = 1
              holiday_calendar_not_found = 2
              date_has_invalid_format    = 3
              date_inconsistency         = 4
              OTHERS                     = 5.
    For this you need to create factory calendar and holiday calendar.....This can be done in SPRO path.. Just search for the keywords in SPRO IMG....
    You need to do some coding for this and use FM CRM_ORDER_MAINTAIN followed by CRM_ORDER_SAVE to get this thing done which will eventually change the end date of the ticket....
    I think you are well briefed on how to go about it from now.....
    Inspire ppl by rewarding...
    Regards,
    Anand..

  • Change the status of the service ticket in crmd_order

    Hi,
    i want to change the status of the ticket with out changing manually in  the transcation crmd_order.
    I need the program to change the status based on transction number(service ticket number)
    Please guide me is there any FM to get that.
    Thanks in advance,
    Suresh

    Got the solution:-)
    It is defined in customization that when the status is closed, no changes can be done. So by removing that customization my code works both for both closed and open charms.
    Thanks,
    vinod.

  • Finishing the service ticket....

    I have had a problem with my buried phone line. Verizon moved a pole some years ago and my phone cable is coming out of the ground 4 feet away from the pole. So everytime the house next door has their grass cut in front of their house my line gets cut. This has been brought to Verizon's attention numerous times and yet the problem still exists. How can you move a pole and not fix a wire. Last month a Verizon repair man was at my house fixing my dead phone line. He made note of the problem and explained to me that a lineman needs to fix this issue, but yet Verizon has no record of any such problem or notation of this. I have two lines in my house and only one keeps going down ALL THE TIME. And my DSL service happens to be on the line that keeps going down. GO FIGURE! So maybe we should finish the ticket and fix the problem....

    => A service product "INVESTIGATION" has to be created.

  • Service Order as follow up document for Service Ticket

    Hi,
    we are using CRM 2005 and the IC-Webclient for the service callcenter.
    Is it somehow possible to create a service order as follow up document out of a service ticket in IC-Webclient?
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    Best regards
    Manfred

    Hi,
    The Service Ticket itself is Service Order. The difference between them is that the Service Ticket does not have Item Category which is present in the Service Order.
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    Hope it helps.
    Regards,
    Rajiv

  • Auto-open 'Completed' Service ticket based on tracking text in email...

    When sending out e-mails we embed a so called tracking number into the end of the e-mail text saying something like:
    DO NOT DELETE ***
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    However, if a client responds to an old email containing a tracking number then the e-mail is attached to a 'Completed' service ticket, but the agent responsible will not be aware of this as it might not show in their Inbox.
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    Has anyone done anything like this before?.
    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:
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    CRM_STATUS_SAVE_OW
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