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

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hi experts,
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Is there any alternate way to create Service ticket with reference SLA? is it possbile to determine SLA information purely based on BP type and organization info provided in service agreement (without going to sales area of the corresponding BP)
another question: if i create a copy of standard OAS service agreement and remove the org determination for sales org, will it work? Does the SLA determination still happens from service ticket?
i dont think service contracts work in thsi scenario either.
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Hello,
only a small hind which is maybe interesting:
If you use service request instead of service ticket you will be able to use a SLA determination procedure in the customizing of servicerequest.
This is quiet usefull - we changed from ticket to servicerequest.
Best regards
Manfred
Edited by: ManniF on Mar 30, 2010 4:58 PM

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Hi Gurus
I don't understand why this is so difficult.
To me I have done everything correctly.
I have a Service Ticket Transaction visible in the WEB IC.
I now want to make it visible for use in the WEB UI, I have set the channel to WEB UI.
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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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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.
Between your transaction code maintian the copy controls.
Hope it helps.
Regards,
Rajiv

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Hello.
My employer is attempting to create a packaged composite application that will need to communicate to a SAP CRM 5 backend system connected through my employer's VPN. Specifically, we would like to make web services method calls that will allow us to create and maintain service tickets for the Service Ticket application of the CRM Service module. First off, does SAP already expose web services in CRM 5 that do this?
Thanks in advance for any assistance that anyone may be able to provide.

Hi Ric,
All the Functionality provided in R3 Based System in the backend utilizes RFC's or BAPI's.
These BAPI's are generally also available as Web Services. Moreover if they are not, you can easily expose a bapi as a web Service and utilize it in your custom Application.
I think the following article will help you,
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/244e7923-0a01-0010-5887-fe0b0c6dbb8d
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Goto
https://www.sdn.sap.com/irj/sdn/developerareas/contentportfolio
goto http://service.sap.com/swdc >> Content >> Content for Business Suite 2005.
In field "Step 1" choose mySAP CRM 2005 and in field "Step 2" choose the needed functionality.
There u can find many bussiness packages.
Select the bussiness packages need to deploy in EP .
also help is available at http://help.sap.com/saphelp_crm50/helpdata/en/93/35c73c3d91995be10000000a114084/frameset.htm
Hope it helps you ,
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Gaurav

IC webclient existing service ticket display

Hi, I need to display the number of open service tickets for selected product for current business partner and alongwith this, to show details of first open service ticket. I have managed to meet the first requirement but have no clue about how to display the open service ticket. The service ticket link on navigation bar always creates a new service ticket and it seems does not have any provision for opening an existing ticket. Pl. help.
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vishwas arya.

Hello Sudeep,
I could not find much info at copy controls.it would be great if you can let me know the process flow of service ticket management.
regards,
kitcha

Unable to add line item to a Service Ticket!

Hi Expets,
I am facing some difficulty in adding a line item to a service ticket. The service ticket is not getting saved.I think I am missing some parameter to be passed to CRM_ORDER_MAINTIAN.Please find below my coding:
lv_product_i-ref_handle = '0000000002'.
lv_product_i-process_qty_unit = 'EA'.
INSERT lv_product_i INTO TABLE lt_product_i.
ls_orderadm_i-header = lv_header_guid.
ls_orderadm_i-ordered_prod = 'SERVICEITEM_SG5'.
ls_orderadm_i-handle = '0000000002'.
ls_orderadm_i-mode = 'A'.
INSERT ls_orderadm_i INTO TABLE lt_orderadm_i.
ls_input_fields-ref_handle = '0000000001'.
ls_input_fields-objectname = 'ORDERADM_I'.
CLEAR ls_field_names.
ls_field_names-fieldname = 'MODE'.
APPEND ls_field_names TO ls_input_fields-field_names.
ls_field_names-fieldname = 'ORDERED_PROD'.
APPEND ls_field_names TO ls_input_fields-field_names.
INSERT ls_input_fields INTO TABLE lt_input_fields.
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
    EXPORTING
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    CHANGING
      ct_orderadm_i     = lt_orderadm_i
      ct_input_fields   = lt_input_fields
    EXCEPTIONS
      error_occurred    = 1
      document_locked   = 2
      no_change_allowed = 3
      no_authority      = 4
      OTHERS            = 5.
I am also calling the save and commit BADI's after this, but somehow its not working for me.
Can anyone please help me out on this or provide some pointers?
Thanks and Regards,
Rohit

Hi,
I have tried everything, still its not working.
First I tried creating a Service Ticket and adding the line item at one go.Then I was getting status error:
System error: An attempt has been made to create a status object
with the object number DE20131333937DF180C5001372F65D25. However,
a status object with this number exists already.
Code sample given below:
CALL FUNCTION 'BAPI_BUSPROCESSND_CREATEMULTI'
    TABLES
      header          = itab_header
      item            = itab_item
      partner         = itab_partner
      status          = itab_status
      text            = itab_text
      return          = itab_return
      service_os      = itab_service
      input_fields    = itab_input_fields
      created_process = itab_created_process.
Then I tried creating a service ticket first and adding item later.Then there was no dump, but item details are not getting saved. Code sample given below:
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
    EXPORTING
      it_product_i      = lt_product_i
    CHANGING
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      ct_input_fields   = lt_input_fields
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      error_occurred    = 1
      document_locked   = 2
      no_change_allowed = 3
      no_authority      = 4
      OTHERS            = 5.
Can anybody please help me out on this? What is the correct approach?
Thanks and Regards,
Rohit

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Hi,
I have a requirement to check the ticket details and populate one field as per the ticket details. This operation has to be done on the below scenario.
u2022 A service ticket is generated and already has a property confirmed
u2022 A property(iObject) is confirmed for a new service ticket
u2022 The property(iObject) is changed on the service ticket
u2022 The service ticket is saved .
We can handle the scenario 2 and 3 from UI. But I do not know how to handle the scenario 1 i.e. whenever a service ticket is generated. Is there an event which gets raised whenever a service ticket is generated ?
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Regards,
Manas.
Edited by: manas sahoo on Aug 6, 2008 9:44 AM

Hello Manas,
Check if this suggestions may help you.
For scenario 1, you can check method IP_INBOUNDPLUG of your service ticket controller class. Maybe there you'll understand if a new bol entity for the service ticket was created or not.
For scenario 4, you can use ORDER_SAVE badi. This BADI was 3 methods to manipulate a document before you saving it. See it to check if any of those three can help you.
Kind regards.
Bruno

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I need to implement a script to create a follow-up of a Service Ticket to a service contract. Therefore I need to implement an Action Class to run in the ICWebClient.
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I've tried:
Method: EH_ONCREATEFOLLOWUP of the class CL_CRM_IC_SRVTFOLLOWUP_IMPL, from the view SrvTFollowUp. I've adapted the the requested custom_controller but without sucess - somewhere during the process I was catching a missing handler exception.
I also tried to use the functions:
'CRM_IST_COPY_ORDER_TO_CONTRACT'
'COM_PCAT_COPY_DOCUMENTS'
'CRM_ORDER_READ' -> 'CRM_COPY_EXTERNAL_ORDER_OW'
and some others but with no luck as well.
Did anyone had the same problem before? I would apreciate some new ideas!

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.
Between your transaction code maintian the copy controls.
Hope it helps.
Regards,
Rajiv

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

Error Message when we create a Service Ticket in SAP CRM 2007

Hi All we are having a serious production issue when we create a S.Ticket in SAP CRM 2007 We get the following error message we are not trying to send any information to R/3 We have a planned go live this saturday. So any help would be greatly appreciated.
An error occurred in system EDIES during account assignment
Message no. CRM_ORDER_MISC 060
Diagnosis
Errors occurred when assigning an account assignment object to a business transaction. To view the error message, see the accompanying log file.
Transfer Log
No controlling type could be determined (Notification E IAOM 012)
No controlling type could be determined (Notification E IAOM 012)
Regards
Sathya

Hi,
I have looked into your issue.
For this service ticket, kindly check the Org Unit maintained in Transaction and table OFIC_BILLORG_SRV are same. If not same kindly make changes in the following path in SPRO.
==> SAP Implementation Guide
==> Customer Relationship Management
==> Organizational Management
==> Cross-System Assignment of Organizational Units
==> Assign Billing Units to Service/Sales Organizations
If the above information is not helpful kindly take a look at note 861116.
I hope this helps.
Regards,
Venkat

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.

CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket

Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
Many Thanks
Panduranga

Hi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
The availability profile is maintained in SAP Easy Access> Service> Service Contracts and Service Plans --> CRMD_SERV_SLA - Maintain Availability and Response Times
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Rekha Dadwal

Help needed in Service Ticket view version CRM 2007

Hi,
We have a requirement to replace the Service Level Agreements with Location details screen (custom defined) in the Service Ticket View. I did this in 5.0 version,but couldnt replicate it in the CRM 2007
version.
Here is how I proceeded in the new version.
Instead of creating a new view, I approached the Adding required
context node approach and populated the fields that we need.
1. I enhanced the component ICCMP_BTCTR
2. I added Context node BTActivityH ( I did not link it to any CutomController in the wizard, but defined dependency to Higher LevelContext node BTAdminH, with BOL relation, BTHeaderActivityExt, and
activated the check box Always Create Instance and let the the wizard to finish off.
3. Then using the UI Config tool, I copied the standard configuration to my custom config for changes, I removed all the 3 fields that are there in the standard configuration, and replaced with the attributes
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controller or dependency relations.
Is it mandatory for me to bound the context node to component
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Thanks and regards,
Sreekanth

Hello Sreekanth,
I think that the fields are read-only and not saved because your context node is not bound to a custom controller. (Even though your higher level node, BTAminH, is probably bound to a CuCo)
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owner->do_context_node_binding( iv_controller_type = cl_bsp_wd_controller=>co_type_custom
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Hope this helps!
Reward points if useful!
Kind regards,
Joost

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

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