Update custom value in service ticket page ICWC through BOL

Hi
I want to add a new custom field "Product" in service ticket as a dropdown and update this value in the service ticket when save button is entered.
From GENIL_BOL_BROWSER,I can naviagte from BTOrderHeader
and with related entities links I can reach BTHEADERITEMSEXT,BTORDERITEMALL,BTADMINI and find the ORDERED_PROD which is the attribute I need to populate.
how I go about creating context ,Context node and populate this value when service ticket is saved in the database?
thanks
John

You should understand first the CREATE_CONTEXT_NODE Method of the Context Node Class and the ON_BEW_FOCUS Method of the Individual Contect Node Class . If you look into these method they you can make out what is the Current BOL entity each of the Context Node is pointing too . This will help you to make a decision that
Option 1 -> Shall I extend a Current Context Node Class to add a New Attribute ORDERED_PROD
OR
Option 2 --> Should create a new Context Node
Both can be done using the Wizard in BSP_WD_WORKBENCH . Browse to the View , then Context Node . Option 1 , Right Click on 'Context Node' and 'Create' .Option 2 , go to the particular 'Context Node' , 'Attributes' and 'Create'
In most case , even if the Context Node doesn't point to the BOL Entity you are looking for i.e BTAdminI , then in the GET_XXXX and SET_XXXX method of the
Context Node Class , you can do some manual coding (BOL Programming ) to browse to the right BOl Entity to set/get the Value.
Let me know if this helps.

Similar Messages

Automation of service ticket creation using RFC

Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
Approach:
The workflow will have a method(custom enhancement) that updates a custom table in ECC.
We(CRM) have to develop a RFC function module to read the data from ECC and update it in the custom table of CRM.
we have to create a program to loop the data from custom table and create a service order/ticket by using a function module.
As of now the process looked good.
1. But we don't see any link between the record in the custom table and service ticket generated. we cannot compare the service ticket and from which record it generated?
2. After using RFC we read the data into CRM custom table. How do we compare both the tables and delete the ECC table as soon as the CRM tables is updated?
3. when the service ticket failed to generate we should update the field in the custom table (CRM), the number of failures
Please help me .....Suggest me if there are any other approaches?

For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
For question #2, John Burton wrote an article in CRM expert a few years back that explains this concept well. The email coming into the agent inbox doesn't create the ticket until processed but his article explains how it can and give and auto repsonse to the sender with the ticket number attached.

Service Ticket Vieew-Need Urgent

Hi All
I need small info
-->how to categorisation externa, attiibute structre values to SERVICE TICKET view..
--->can we add fileds to categorisatoion schema bu USING EEWB.?
i tried this but iam getting the error like
wizard cannot read values form atributes ,,wheni gave dataelement for field..but if we add with out data element it is ok.

Hi,
A adding the four fields as
1. laucntransaction1
2.launchtransaction inherited
3.launch transaction 2
4.launchtransaction2 inherited top CRMCMP_MC_ATT
You mean you are adding these four fields in the Service ticket view instead the standard category 1..4 ?
These fields can be changed in the SRTVHEAD view .HTM code. (workbench)
however the flow of data for these four fields comes from category modeler created for service ticket.This service ticket has codes( catalog,code gourp code) which will store the values
B.go to view service ticket and add buttons ICCMP_BTSHEAD
getting the values form categorization schema based on the service ticket categorization
so put that transactions as buttons and trigger that transaction when we click on it.
I am unable to understand this part ? Plz elaborate
Also let me know the requirement scenario...
Regards
Raj
Edited by: Shankar Raj on Jul 21, 2008 12:54 PM

Where to Configure Service Ticket "Reason" & "Subject" field with new value

Hi Friends - I am working on IC Webclient Service Ticket. I want to Configure the "Reason" field as well as the "Subject" field in Service Ticket with new Values as per our requirement.
I could not find any Configuration object for the above mentioned customizing in the CRM > SPRO.
Can you pls guide me where I can configure the same?
Thanks in advance and warm regards
Purnendu

Hi Gert - Thanks a lot for your reply.
I am using CRM 5.0. I just forgot that Categorization profile can be used for the same.
I have configured the categorization profile for the same and its working fine.
One more thing -
I want to create an Appointment with Customer for problem resolution at the Customer Site. I want to assign Resorces to the Appointment so that the responsible resource is notified and sent to the Customer Site for Visit.
Can you pls guide me on the same?
Cheers
Purnendu
P.S. - Full reward points awarded.

Service ticket's priority value

Dear Experts,
I'm just wondering on how to perform the customizingby by add in a new priority value, where the Priority is the value that available during service ticket creation in Satellite system.
FYI, I'm using Solman version 3.2 and the Satellite system is R/3.
I did tried some customizing in SolMan for the Priority field, but the added value wasn't reflected back to R/3 during the Service Message creation.
Could you please comment on where i went wrong?
Thanks in advance.

Dear FSCHU,
Please kindly try doing this in your SPRO
SAP Solution Manager Implementation Guide
- SAP Solution Manager
- Scenario-Specific Settings
    - Service Desk
      - General Settings
        - Define Transaction Types
          -> Assignment of Business Transaction Categories
            -> BUS2000126 Business Activity
              -> Customizing Header
                 => Priority
Hope it helps.
Regards
Amit

Update custom IT0105 subtype via ESS change own data service

I created a custom communication subtype in infotype 0105. I would like to add this subtype to the Change Own Data service in ESS, service object name ChangeOwnDataApplication. This service does not appear to allow for the addition of custom subtyhpes from IT0105. Function module HRXSS_COD_SAVE_PERSONAL_DATA seems to limit the subtypes allowed from IT0105 to 0005, CELL, 0010, PAGR and 0020

I Agree to suresh. This service is the most simplest in terms of functionality but has been ruinedbecause of hardcoding done in the function modules used.
This service uses following RFCs
HRXSS_COD_DEQUEUE_PERNR
HRXSS_COD_ENQUEUE_PERNR
HRXSS_COD_ERROR_HANDLING
HRXSS_COD_GET_DETAILS
HRXSS_COD_MODIFY
HRXSS_COD_READ
HRXSS_COD_SAVE
HRXSS_COD_SAVE_PDATA
HRXSS_COD_SAVE_PERSONAL_DATA
HRXSS_COD_SAVE_PHOTO
In function HRXSS_COD_GET_DETAILS there is following hardcoding..
LOOP AT wiw_detail_table INTO wa.
    IF wa-fieldname = 'GEBNR' OR wa-fieldname = 'ZIMNR'
       OR wa-fieldname = 'KFZKZ'.
      CONCATENATE p0032_prefix wa-fieldname INTO wa-fieldname.
      APPEND wa TO detail_table.
    ELSEIF wa-fieldname = 'TEL_EXT' OR wa-fieldname = 'TEL_NR'
       OR wa-fieldname = 'EMAIL'.
      CONCATENATE p0105_prefix wa-fieldname INTO wa-fieldname.
      APPEND wa TO detail_table.
    ELSEIF wa-fieldname = 'P0032-GEBNR' OR wa-fieldname = 'P0032-ZIMNR'
           OR wa-fieldname = 'P0032-KFZKZ'
           OR wa-fieldname = 'SYHR_A_P0105_AF_TEL_EXT'
           OR wa-fieldname = 'SYHR_A_P0105_AF_TEL_NR'
           OR wa-fieldname = 'SYHR_A_P0105_AF_EMAIL'
           OR wa-fieldname = 'SYHR_A_P0105_AF_CELL'
           OR wa-fieldname = 'SYHR_A_P0105_AF_FAX'
           OR wa-fieldname = 'SYHR_A_P0105_AF_PAGR'.
      APPEND wa TO detail_table.
    ENDIF.
ENDLOOP.
The above doesn't allow the function to read any custom value so if you require to add custom subtypes then you need to deal with them differently.
We have taken following approach.
we made copy of HRXSS_COD_GET_DETAILS and read the custom subtypes.
We made sure that these fields are read and displyed on the standard webdynpro service by modifying it usign NWDI.
For saving the data the standard application calls
HRXSS_COD_MODIFY
HRXSS_COD_SAVE
If you want to save the custom fields then you need to take following route
create copy of above function modules and use instances xss_adapter for respective infotypes if you want to update only 105 or 0032 related fields.
If you have custom fields from infotype 32 and 105 then you may not need to even copy the above function modules.
All cod based RFC has DETAIL_TABLE as import or export parameter. Insert the respective vaules of custom fields(subtypes) that you get from copy of HRXSS_COD_GET_DETAILS.
The above will resolve the issue of adding custom fields (0032) and custom subtypes (0105) to change own data service.
The effort for adding fields is not too high but then unless you understand the details its not simple.
THERE IS NO WAY THAT THIS FIELDS CAN BE ADDED ON SCREEN BY CONFIG WE COULD IDENTIFY. IF SOMEONE DOES THEN PLEASE SHARE.
Edited by: Barin Desai on Nov 11, 2009 8:26 PM

Customer service ticketing threads

For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
Briefly here are the steps taken:
Set up User Roles
Set up a Workflow
Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
we're using a dedicated email address
we make sure the 'enable' box is checked
we've tried each of the options in the 'Automatically Assign Case' drop-down menu
all the fields are filled in correctly according to the KB article mentioned above
we've set up the autoresponder
we've also set up the CST System Email
Set up a Secure Zone
created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
the form's settings are in set to proper secure zone
we've tried setting the form to both use a workflow and not use a workflow in testing
When testing this setup
the user enters a subject and the issue, presses the 'send' button
the user gets an email confirmation
if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
Thanks for reading this long dissertation in trying to explain the circumstances and thanks for any help. It's much appreciated.

I''m not sure this can be done. You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form. Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
This won't work for inquiries coming directly for email. I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

Location update provision on self service page

As per new business requirement we have to provide update Location feature to Employees and Managers on Self Service pages.
Navigation are:
VAL Employee Self-Service > Employment Details
VAL Manager Self Service > View My Team
Could you please advise what would be the best approach for providing this update feature.Does Oracle provide any option for customizing OA framework pages as we have CUSTOM.PLL for cutomizing oracle forms ?
As we are unable to find any guide/turtorials for customizing Oracle self service pages.
We are planning to add a new function for update location to the Employee/Manager Self Service responsibilities. Please suggest if we can go ahead with this or is there a better option? Please advise!

Oracle deliver a 'Change Location' self-service function out-of-the-box. Is that something you've looked at?
Check out the Deploy Self-Service Capability Guide, Part No. E13507-04, currently available here:
http://download.oracle.com/docs/cd/B53825_08/current/acrobat/121sshrig.pdf
Search for 'Change Location' in there - there's lots of info.

Actual quantity in service tab page becoming zero after updation

Dear friends,
We updated validity start date, end date in header and the field "form.val.2" in service tab page in item details of a service line item(item category D) in a Purchase order using the function module 'BAPI_PO_CHANGE'. After updation we observed the actual quantity (which denotes the total GR qty) becoming zero, making the PO completely open and allowing creation of service entry sheet for full quantity. This happend for so many POs. Now we want to correct the actual quantity. But as it is in display mode it now become difficult to change the actual quantity through any function module.
Seeking for a genuine solution about how to correct the actual quantity.
Regds
Amitava

hi
check this sap note 938498 BAPI_PO_CHANGE: Reference update for a service item

ICWC service ticket saving

Hi all of you,
We are working in CRM 5.0 ICWC
My issue is with the SRVTHEAD.HTM view in the service ticket,
this is the error:
Exception CX_SY_MESSAGE_IN_PLUGIN_MODE occurred
"Check the part of the source code where the exception was triggered in transaction SE38.
Program include: LCRM_ORDER_APIU02
Source code line: 208"
can some one help me with debugging of this .
I'm unable to save the ticket.
Strangely the same settings in Development server are working but only sometimes, at other times i get the same error there also.
Please help it's uregent
Regards
Raj

Hello Raj,
The information from the short dump/error message mostly doesn't give you enough detail to start looking for errors.
You say the error occurs when you save the service ticket. So, open the controller class of the view (srvthead.htm) and look for an event handler that handles the "SAVE", mostly called EH_ONSAVE.
I suggest you place a breakpoint there and debug from there on each time going deeper and deeper in the called function modules/methods to find the exact cause of the problem.
It can be a long and painful proces but if you really have no clue why this error happens I'm affraid that this is your only option....
Hope this helps,
Regards,
Joost

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

Inbox Search:Locking Service Ticket Categories,Priority & Status for update

Hello Gurus,
If I create a Service Ticket and save it, I get the transaction number and then can search for the Service Ticket using either the Interaction History or the Inbox.
If I search using the Interaction History, I get taken to the Interaction Record which I am ok with (would be better if it took me straight back to the Service Ticket though), but can navigate to the Service Ticket where I can update the Categories, Priority and Status.
If I search using the Inbox, I go straight back to the Service Ticket and the Categories, Priority and Status are Greyed out and I cannot update the Service Ticket. This for me is a problem as the Agents will need to update the Categories as well as the Priority and Status.
Please would somebody assist me with this.
Thanks in advance,
Alan

Hi Allen,
Now there could be only two reasons
1. check for the bsp_wd_workbench transaction, launch crm_is and go to the viewset SRVTHEAD
open the code SrvTHead.htm and check for the
"change button = true" (it may not be exactly this as i'm not on system rgt now .
2. Check for the role authorization , i think the user you are logging from does not have the create and change authorization for the service ticket .This can be rectified by the basis person just ask him to provide you with the concern role for the business transactions you would require .
I'm sure this will resolve you issue.
Regards
Raj

ABAP: Update Sales Group/Org Unit in all existing Service Tickets

Hi - Can anyone give me some pointers, I need to loop through all our existing service tickets and update the Sales Group and Organizational Unit depending on the Responsible Group. Can anyone suggest bapi's, the best way to go about this, thanks! - Nigel

If you have ever user CATT or SCAT this the enhanced version.
Go to LSMW and create Project, subproject, object on the next screen you basically work your way down the path
Maintain Object Attributes
Maintain Source Structures
Maintain Source Fields
Maintain Structure Relations
Maintain Field Mapping and Conversion Rules
etc......
Behind the initial one - Maintain Object Attributes,
you can select Batch Input Recording (choose the moon mountain icon) and you can record the transaction you are changing. There are some gotchas and a newer person should test there stuff well. Only have entries in the recording for what you want changed.
You may want to hunt for some LSMW documentation, I learned by watching someone that knew it. Can easily be moved from dev to test to prd from Extras > Export then Extras > Import. Does not create a transport form.

Multiple ICWC sessions resulting in lost service ticket data

Hi All
I have an issue where an IC Agent is encouraged to work with multiple ICWC sessions to compare and copy/paste data from service tickets. We have seen on multiple occasions tha the data in ticket A is overwritten (with ticket B data) when ticket B is saved.
Has anyone come across this before?
Thanks
Mark

Hi Mark,
I suppose as per SAP multiple sessions are not supported if Communication Management Service is used.
Please look at the last posting on the following thread.
Can we have multiple IE in the same machine to access IC Webclient ?
Therefore, in this case solution suggested by Glenn could be useful to you.
Regards,
Deepak
Edited by: Deepak Ahuja on Jan 29, 2009 5:10 PM

Since updating to Firefox 4, my MSN home page no longer displays hotmail emails or my stock informtion. I have to click on hotmail or stocks to open another window to see if I have email or updated stock values. Why is this happening?

I recently updated to Firefox 4. Now my Norton password protection does not work; My hotmail view on my MSN home page does not work; and my stock updates to not work. I have to click on "hotmail" to see if I have new e-mails and click on "stock quotes" to see updated stock values. Prior to the "upgrade", my new emails could be viewed on my MSN homepage as well as my stock prices. Does anyone know why this is occurring?

I was able to fix the issue here. Steps Taken: From the comand line I ran
dscl /Search read /Users/jdoe HomeDirectory
It returned # No such key: HomeDirectory
This was the big clue.... it should have returned
HomeDirectory: <home_dir><url>afp://files.hihllc.lan/Users/jdoe</url><path>/</path></home_dir>
I unbound the Mac from AD and ran the following command in terminal.
dscacheutil -flushcache
I then went into OS X sharing preferences and renamed the computer slightly, so it would create a new computer record in AD. I rebound the machine to AD making sure in Directory Utility Advanced, under User Experience that Force local home directory on start up disk was unchecked and Network protocol to be used was AFP.
I then ran
dscl /Search read /Users/jdoe HomeDirectory
and it returned
HomeDirectory: <home_dir><url>afp://files.hihllc.lan/Users/jdoe</url><path>/</path></home_dir>
I had the user reboot... which was necessary. When he logged in HomeSync fired up. He had quite a few conflicts, so I told him to select use files on this computer for all conflicts.
I checked the FileSyncAgent.logs and it was good.
Let me know if this fixes your issue.
Thanks,
Ray

Update custom value in service ticket page ICWC through BOL

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