URL for directly open/edit Service ticket in WebUI

Dear all,
I try to find solution within this forum. I found similar case with solutions but still not quiet clear to me.
The requirement is to use one URL to open directly to the specific CRM Document in display/edit mode.
in CRM 7.0
Thanks
Kiran prasad

Look at this link: URL for directly open/edit CRM Document in WebUI
As it is sad in the post you must generate the following structure of url: http://xxx:xxx?crm-object-type=xxx&crm-object-action=x&crm-object-keyname=xx&crm-object-value=xx
or you can use even simpler url: http://xxxx?crm-object-type=xxxcrm-object-value=xx
xxxx - link to your logon page
xxx - name of BT component for service ticket
xx - guid of specific service ticket

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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.
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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.
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hi all,
I am going through the documentation for "Configuring the Destination URL for the Adobe Document Services " at :
http://help.sap.com/saphelp_nw2004s/helpdata/en/02/560f41ca73d349e10000000a1550b0/frameset.htm
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com.adobe AdobeDocumentServices null (710.20061024154505.342190)
com.adobe AdobeDocumentServicesEjbClientLibrary null (705.20060407121920.289077)
sap.com SAP-JEE 7.00 SP11 (1000.7.00.11.0.20070201154700)
sap.com SAP-JEECOR 7.00 SP11 (1000.7.00.11.0.20070201154700)
com.adobe DocumentServicesBinaries2 null (710.20060629085312.115621)
com.adobe DocumentServicesConfiguration null (710.20061024154505.342190)
com.adobe DocumentServicesDestProtoService null (710.20060821084105.325745)
com.adobe DocumentServicesLibrary null (710.20060629090137.115621)
com.adobe DocumentServicesLicenseDatabase null (705.20051005114147.242570)
com.adobe DocumentServicesLicenseManager null (710.20060929113452.336248)
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com.adobe DocumentServicesLicenseSupportService null (710.20060929113641.336248)

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sap.com/SAP-JEE 7.00 SP11 (1000.7.00.11.0.20070201154700) 20070308153213
sap.com SAP_ESS 600 SP7 (1000.600.0.7.12.20070314050106)
sap.com SAP_MSS 600 SP7 (1000.600.0.7.4.20070321052655)
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I have opened this thread to solve the previous unanswered question I posted on SDN Empty area in place of Interactive form. .
One more thing the adobe print forms of ESS [Total Compensation Statement and Salary Statement] are rendering properly, only the ones with Interactive ability or not.
thanks,
Sanketh

Hello Sanketh,
1. To access the NW04s configuration guide,
 - Go to https://service.sap.com/adobe
 - On the left frame (tree), under Adobe > Media Library > Documentation
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Best Regards,
Krish

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The service ticket (complaint) in CRM has been replicated to R/3 as credit memo request, but the document in CRM is not able to edit. The error message is " Document is being processed, not possible to edit".
I checked in SMW01, those tickets are unprocessed status, tried to reprocess but not to edit the document. Also tried to manully send to R/3 using toolbox transacton but no luck. I tried to push stucked queues in CRM but not moving.
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[http://help.sap.com/saphelp_bic703/helpdata/en/f1/9dfb3b699bde74e10000000a114084/frameset.htm|http://help.sap.com/saphelp_bic703/helpdata/en/f1/9dfb3b699bde74e10000000a114084/frameset.htm]
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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

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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.
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 iv_name = <name of the CuCo>"#EC NOTEXT
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Reward points if useful!
Kind regards,
Joost

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Hi
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3.     Is Hp open view is a certified partner of SAP and there for has a connection to assist with the IT Help desk scenario?
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I will really appreciate it if I will get an answer for those questions.
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URL for directly open/edit Service ticket in WebUI

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