Unlinking an InteractionRecord from a Service Ticket.

Hi Gurus,
I would like to find out if it is be possible to remove the link between an InteractionRecord and a Service Ticket? In our scenario whenever we create a service ticket an interaction record will be created automatically along with the service ticket. But it is not happening all the times. Some times Interaction record won't be created along with the service ticket. Can any one tell me why this happens like this?

Hi ManniF,
Thanks for your quick response. Here we are creating the service ticket under IC_AGENT role. Actually what happens in our case is whenever we open a Service Ticket in IC, sometimes all the servicetickets comes under business context of a service ticket. Can you tell me why the service tickets comes under business context of a service ticket.Can any one tell me how to restrict the service tickets under business context when I open a service ticket?
Edited by: MuraliKiran on Jul 2, 2010 12:18 PM
Edited by: MuraliKiran on Jul 2, 2010 12:20 PM
Edited by: MuraliKiran on Jul 2, 2010 12:23 PM

Similar Messages

Urgent: Replication of CRM Service Ticket to PM Service Notification in ECC

Hi Friends,
I have a Client requirement where
1) a Service Ticket is created on CRM IC Webclient.
2) This Service Ticket is then Replicated in Plant Maintemance (PM) Service Notification on ECC.
3) Then the Service Notification is executed in the PM Module through PM Service Order.
4) Then the service order status is updated on the Service Ticket.
5) The PM Service Notification and PM Service Order details should be visible from the Service Ticket window in IC Webclient.
I would appreciate if you can provide any information/details on how to replicate a CRM Service Ticket to Plant Maintemance (PM) Service Notification on ECC.
Any information on the above scanario setup and execution will be greatly helpful to me.
If you have any docs relevant to this pls send it accross to me.
My mail ID [email protected]
Pls help me out.
Thanks in advance and warm regards
Purnendu

Hello,
this is a topic where i´m also very interested and i already did some analysis on this.
There is now standard way from SAP to replicate CRM Service Request to CS Service Notification.
I´m thinking about a customer solution using a RFC function call to create the CS Service Notification in background.
Best regards
Manfred

CRM Service Ticket

I have a CRM Service Ticket which contains a Survey. Which extractor do I use to extract the Survey from the Service Ticket? Thanks

Hi Miguel,
I was searching the internet for a solution in order to get the Bapi_Busprocessnd_Createmulti create a service ticket. I am also using it from a SAP portal application just like you.... and therefore everything should be RFC enabled. I have a few questions and I hope you can help with those:
- You mention that at first you should use the CRM_GUID_CREATE function module in order to create a guid as input for the bapi Bapi_Busprocessnd_Createmulti. But how can call this function module because it is not RFC enabled?
- Is it possible for you to share the input parameters that you have used in order to create a service ticket in CRM?
I hope you can help me with these questions.... that would be fantastic!
Thanks in advance.
Kind regards,
Rik Janssen
Message was edited by:
Rik Janssen

How to send Service Ticket from CRM to Solution Manager.

Hi all,
at present we are creating service tickets relevant to SAP operations in our CRM instance and we plan to continue to do so.
We also would like to forward these created service tickets to the Solution Manager Service Desk.
There is functionality in Solution Manager to bind into an external service desk. However I believe this is only really relevant to binding in another Solution Manager - in any case, there is seemingly very little documentation about this available.
Has anyone ever done this - sending service tickets from CRM to Solution Manager Service Desk? If so, could someone please let me know where I can find the documentation on that. Any help is much appreciated.
Cheers,
Wolfgang

Hi,
Use "Rule Modeler" for sending emails and also maintain "IF" condotions there.
Regards,
Ankush

Is there any to recover CRM service ticket from BDOCs

Dear SDN team,
Some service tickets were deleted from our CRM system when I was re-processing BUS_TRANS_MSG type of BDOCs. Right now these BDOCs are kept in our CRM system in "Not Final" / "Intermediate State". The BDoc State Description is "After qRFC step(intermediate state)".
Is there any way to recover these deleted service tickets from BDOCs ?
Thanks,
Shirley
Edited by: shirley ren on Sep 4, 2010 5:07 PM

Hi,
Can you let me know how the Service Tickets got deleted when you reprocessed the BDOCs? Did you deleted those BDOC's? I created a Sales Order in my system and tried reproducing the same scenario. But, Re-Processing wasn't deleting the Sales Orders. You can still navigate to the Service Tickets by double clicking on them and then you can see them in the Classic and Bdoc Ext. data.
I will also try to replicate the scenario. But let me know if you come across any more details. Also, any one order document should not be deleted from the system. It should be archived and then can be deleted after a long time. So, you can also check out with the basis consultant as to get these archiving strategy. Then you can retrieved these lost documents.
Hope this helps.
Thanks,
Samantak.

How to transfer service ticket data from ECC6.0 to CRM 7.0 using LSMW?

how to transfer service ticket data from ECC6.0 to CRM 7.0 using LSMW?
Plz suggest me any BAPI or IDOC for that ..
thanks in Advance .

You have to convert your long string to a table of shorter strings.
There may be other ways, but one possibility is to use a loop to process you string.
while (there is something left)
put the next e.g. 1024 characters in a new row of your table
endwhile
If you need to reconstruct your string from the table, don't use simple concatenation since it will remove blanks at the end of lines. Believe me (from experience) sooner or later this will happen.
Instead you need to either set the subsections of your long string, or insert from the end of your table and keep shifting the contents (probably less efficient) right

How to Navigate from Confirm Account to Creation of Service Ticket

Dear Expert,
My client does not want to create a interaction record after account confirmation. They want to go directly to Service Ticket creation.
I am using CRM 6.0 SP05.
Could you guide me through the steps for that?
Which customizing steps need to be done?
Thank you very much in advance.
Best reagrds
Ahmed Hadi
Edited by: Ahmed Hadi on Dec 15, 2009 2:43 PM
Edited by: Ahmed Hadi on Dec 15, 2009 2:44 PM

Hello Ahmed,
I discuss the pros and cons of this strategy a bit in my book, "Mazimizing Your SAP CRM Interaction Center", but you can also find the basic info in this blog, "[Everything you need to know about the Interaction Record in the CRM Interaction Center|/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center]".
There is a BADI (CRM_IC_IARECORD) that can be used to suppress the creation of the Interaction Record. SAP does not recommend to actually supress the creation of the Interaction Record (as it is needed for various out of the box reporting and analytics options, as well as for maintaining object links and other features). Rather, you might want to simply use Intent-Driven Interaction with the Rule Modeler to automatically navigate to the Service Ticket screen after some UI event like BP confirm or IBase confirm (or whatever other even you want). If necessary you could also remove IR link for the NavBar.
Best regards,
John

Service ticket notes time from user time to utc

HI ,
we have a requirement in crmd_order transaction in the service ticket notes .
The thing is the notes in the service ticket is taking the user time which has to be converted to utc.
can any body help regarding this.
is there any badi/userexit/screen exit for this plz any help
any....
thanks and regards,
sree
Edited by: Sree on Jul 8, 2008 12:50 AM

any help
regards ,
sree.

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Interaction records,Service tickets,Follow-up activities

hi all!
I need objects (FM, BDocs...Etc...) that related to interaction records, service tickets, follow-up activities of the business partners.
can anybody help me out.
regards
sachin

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

URGENT: Changing status at Header level in Service Ticket in Webclient

Hi All
Please reply ASAP.......
I am changing status for service ticket in webclient at Header level.
But at item level system status is not changing.
Is there any config in CRM where user status or system status is copied from header to item level
Basically need is to trigger item status when header status is trigerred....
Can anyone help me in resolving this issue.
Regards
Pankaj Vispute

Thanks Bhanu,
I solved my problem with your answer.
Thanks,
Praveen

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 ***
Ticket No. [[1234567]]
DO NOT DELETE ***
This is pretty common, I believe, and how this is achieved is documented in a number of places.
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.
An agent regularly tracks new e-mails so will pick up on this, but then has to re-open the service ticket before the agent responsible (ususally another agent) can see it and respond.
What I would like to achieve is to automatically have ERMS re-open the service ticket that the new e-mail is assigned to. In this way the agent responsible will be notified immediately and there is no manual intervention required, as such.
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:
1. Create your own class using the standard Action Handling classes as a guide (you can find these in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Service). You need to use Interface IF_CRM_ERMS_SERVICE.
You can retreive the Service Ticket number from the Fact Base as follows:
service_manager->factbase->get_by_xpath( '/parts/context/stkt/number/text()' )
You then just need to get the guid and run the following two function modules to update the status of the Service Ticket and save:
CRM_STATUS_CHANGE_EXTERN_OW
CRM_STATUS_SAVE_OW
2. In SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Services create your own custom Service with Service Type Action Handling and reference the Class you created.
3. in SPRO: Customer Relationship Management > E-Mail Response Management System > Service Manager > Define Repository under Context ERMS add a new Action and enter the Action Service ID created previously.
4. Amend your default ERMS rule policy in the Rule Modeller, and add a new rule with the new Action based on any conditions you want to use.
5. Before testing first run program CRM_ERMS_REGEN_RULES to regenerate your rule policy (you need to do this if the repository is changed)
Hope this helps,
Sam

On Workflow completion in ECC create Service ticket in CRM

Hi Experts,
Our client requirement is to create service ticket in CRM on completion of work flow in R3 system.
Can anyone please advice me how to achieve the above requirement.
Thanks in advance
Kind Regards,
Veined.

Hello,
You may try to call an RFC FM in CRM from ECC as the last step in your WF.
Regards,
Sharif.

Displaying a bespoke form based on service ticket categorisation

Hi gurus,
I have a question relating to custon IC forms.
We have a requierement whereby the system must present to the IC user a form for data collection immediatley after the user has categorised a service ticket.
After the user has selected the various categories for a service ticket, the system must display a form (either via a popup or in a view embedded in to the main IC window) which the user would then use to capture data relating to that particular call classification.
e.g. if classification = Complaint > Third-Party > DHL, the system must display the form dhlComplaint.html to capture dhl specific data etc.
Questions:
1) would it be possible (techincally) to do this using a popup.
2) If so, how?
2) If not what other options are there?
We are using CRM 4.0.
any useful feedback would be greatly appreciated.
Sergio

Hello Sergio,
I've never used pop-up's in IC webclient. I don't like them very much because sometimes they can give you some problems.
For example: they can be blocked with pop-up blockers programs or if you fill one form in a pop-up windows and close it, you don't have the possibility to go back and correct your data... or because they're sometimes really annoying
But that's is just my opinion. If you consider to create a new view to embed it in the service ticket viewset, consider this guidelines:
1. I would build the new fields to store your form information in order client extension table using EEWB (table CRMD_CUSTOMER_H if header data - CRMD_CUSTOMER_I if item data). This will also make the fields available in the BOL model, and will alllow you to manipulate this values in memory, instead of direct reading/writing to database tables.
2. I would build a new view to handle your form.
3. I would change the Service ticket main view from runtime repository, to recognize your new view.
4. I would create a new navigational link, from view srvthead.htm (the service ticket view with categorization) to your new view.
5. Then, I would create an automatic navigation to the link created in step 4, in srvthead.htm view. This could be launched in the moment the user selects the last level of categorization, or in other moment that you think the form should appear...
Wishes of good luck.
Regards,
Bruno
Edited by: Bruno Garcia on May 25, 2008 11:10 PM

Service ticket not found in the subject

Hi,
I've got simple authorisation working from Java to an Linux MIT KDC. I've also got tickets via kinit from the kdc on the Linux server. I'm trying to use JAAS sample code:
Does anyone know how I can get this to work?
MY login.conf file is
GSSClient{
com.sun.security.auth.module.Krb5LoginModule required
useTicketCache="true";
Rserver{
com.sun.security.auth.module.Krb5LoginModule required
storeKey=true
useKeyTab=true
doNotPrompt=true
keyTab="/etc/harsh.keytab"
principal="Rserver/kdc.mahindrabt.com";
and the error which i am getting is i have enable debug
ratnesh
Name of the [email protected]
before peerlc.login()
KinitOptions cache name is /tmp/krb5cc_0
DEBUG <CCacheInputStream> client principal is [email protected]
DEBUG <CCacheInputStream> server principal is krbtgt/[email protected]
DEBUG <CCacheInputStream> key type: 16
DEBUG <CCacheInputStream> auth time: Thu Dec 18 15:20:02 IST 2003
DEBUG <CCacheInputStream> start time: Thu Dec 18 15:20:02 IST 2003
DEBUG <CCacheInputStream> end time: Fri Dec 19 01:20:02 IST 2003
DEBUG <CCacheInputStream> renew_till time: Thu Jan 01 05:30:00 IST 1970
CCacheInputStream: readFlags() INITIAL;Host address is 10.3.1.110
DEBUG <CCacheInputStream>
DEBUG <CCacheInputStream> client principal is [email protected]
DEBUG <CCacheInputStream> server principal is host/[email protected]
DEBUG <CCacheInputStream> key type: 1
DEBUG <CCacheInputStream> auth time: Thu Dec 18 15:20:02 IST 2003
DEBUG <CCacheInputStream> start time: Thu Dec 18 16:17:13 IST 2003
DEBUG <CCacheInputStream> end time: Fri Dec 19 01:20:02 IST 2003
DEBUG <CCacheInputStream> renew_till time: Thu Jan 01 05:30:00 IST 1970
CCacheInputStream: readFlags()Host address is 10.3.1.110
DEBUG <CCacheInputStream>after peerlc.login()
prior to subject.doAs()
value of s isSubject:
Principal: [email protected]
Private Credential: Ticket (hex) =
0000: 61 82 01 06 30 82 01 02 A0 03 02 01 05 A1 10 1B a...0...........
0010: 0E 4D 41 48 49 4E 44 52 41 42 54 2E 43 4F 4D A2 .MAHINDRABT.COM.
0020: 23 30 21 A0 03 02 01 00 A1 1A 30 18 1B 06 6B 72 #0!.......0...kr
0030: 62 74 67 74 1B 0E 4D 41 48 49 4E 44 52 41 42 54 btgt..MAHINDRABT
0040: 2E 43 4F 4D A3 81 C3 30 81 C0 A0 03 02 01 01 A1 .COM...0........
0050: 03 02 01 01 A2 81 B3 04 81 B0 CB 01 79 E9 43 1A ............y.C.
0060: AE 64 90 28 83 D6 79 82 6A 4C 26 08 A9 C2 59 E7 .d.(..y.jL&...Y.
0070: 21 2E 4C 41 81 B5 01 75 9A 24 87 C0 30 3B F9 A7 !.LA...u.$..0;..
0080: 6B 4E 5D 29 5D A0 9F 91 55 92 D6 FD E4 4B 0A 84 kN])]...U....K..
0090: 06 5B 07 14 00 7E 96 C6 2F 15 4B 34 9F D6 0D E2 .[....../.K4....
00A0: 89 48 B3 78 63 B8 A0 B0 81 14 28 A8 3F 29 A5 D7 .H.xc.....(.?)..
00B0: 64 D5 40 B7 19 A8 6D FC F2 82 86 02 C5 13 32 AA [email protected].
00C0: A8 42 A5 8B 3D 52 DB 83 C7 1F 19 31 3E 6C 87 B0 .B..=R.....1>l..
00D0: BD A5 6A 26 8E DB 2C EA F5 06 2F 90 0A DA 77 58 ..j&..,.../...wX
00E0: CC 0A 67 27 4E 51 7D 74 50 08 79 E4 06 EA C9 30 ..g'NQ.tP.y....0
00F0: E4 F8 40 51 F5 D9 FA C1 AF D9 D3 2E 4A 32 59 CC [email protected].
0100: 10 1A 0F AA 7D 98 30 9B A7 26
Client Principal = [email protected]
Server Principal = krbtgt/[email protected]
Session Key = EncryptionKey: keyType=16 keyBytes (hex dump)=
0000: 9B B5 0E FB 8F 49 64 8F 32 31 10 AE 6E A8 BA 80 .....Id.21..n...
0010: C4 16 45 4A 92 34 A1 02
Forwardable Ticket false
Forwarded Ticket false
Proxiable Ticket false
Proxy Ticket false
Postdated Ticket false
Renewable Ticket false
Initial Ticket false
Auth Time = Thu Dec 18 15:20:02 IST 2003
Start Time = Thu Dec 18 15:20:02 IST 2003
End Time = Fri Dec 19 01:20:02 IST 2003
Renew Till = Null
Client Addresses clientAddresses[0] = /10.3.1.110
GSSClient... Getting client credentialsFound ticket for [email protected] to go to krbtgt/[email protected] expiring on Fri Dec 19 01:20:02 IST 2003
GSSClient... GSSManager creating security context
GSSClient... Sending token to server over secure contextEntered Krb5Context.initSecContext with state=STATE_NEW
Found ticket for [email protected] to go to krbtgt/[email protected] expiring on Fri Dec 19 01:20:02 IST 2003
Service ticket not found in the subject
Credentials acquireServiceCreds: same realm
CksumType: sun.security.krb5.internal.crypto.RsaMd5CksumTypeKrbException: KDC has no support for encryption type (14)
at sun.security.krb5.internal.crypto.p.a(DashoA6275:58)
at sun.security.krb5.EncryptedData.<init>(DashoA6275:84)
at sun.security.krb5.KrbApReq.b(DashoA6275:438)
at sun.security.krb5.KrbApReq.a(DashoA6275:211)
at sun.security.krb5.KrbApReq.<init>(DashoA6275:172)
at sun.security.krb5.KrbTgsReq.a(DashoA6275:319)
at sun.security.krb5.KrbTgsReq.<init>(DashoA6275:166)
at sun.security.krb5.KrbTgsReq.<init>(DashoA6275:87)
at sun.security.krb5.internal.az.a(DashoA6275:289)
at sun.security.krb5.internal.az.a(DashoA6275:106)
at sun.security.krb5.Credentials.acquireServiceCreds(DashoA6275:490)
at sun.security.jgss.krb5.Krb5Context.initSecContext(Krb5Context.java:580)
at sun.security.jgss.GSSContextImpl.initSecContext(GSSContextImpl.java:213)
at sun.security.jgss.GSSContextImpl.initSecContext(GSSContextImpl.java:158)
at GSSClient.run(GSSClient.java:184)
at java.security.AccessController.doPrivileged(Native Method)
at javax.security.auth.Subject.doAs(Subject.java:320)
at GSSClient.login(GSSClient.java:124)
at GSSClient.main(GSSClient.java:63)
GSSClient... GSS Exception No valid credentials provided (Mechanism level: KDC has no support for encryption type (14))after to getting context
Client authentication deined..
If i dosnt do kinit it work fine
Cheers
Harsh Ahuja

I think you do have a ticket in your subject, problem is that they ar'nt readable by suns core librarys. Sun seems to lack suport for des3-cbc-sha1. Try creating tickets with des-cbc-crc.
wikm@empusa:~$ klist -a
Credentials cache: FILE:/tmp/krb5cc_1001
Principal: [email protected]
Cache version: 4
Server: krbtgt/[email protected]
Ticket etype: des-cbc-crc, kvno 1
Auth time: Dec 22 15:31:03 2003
End time: Dec 23 01:31:03 2003
Ticket flags: initial
Addresses: IPv4:130.237.95.15
Server: [email protected]
Ticket etype: des-cbc-crc, kvno 2
Auth time: Dec 22 15:31:03 2003
End time: Dec 23 01:31:03 2003
Ticket flags:
Addresses: IPv4:130.237.95.15
/ Mikael

Unlinking an InteractionRecord from a Service Ticket.

Similar Messages

Maybe you are looking for