Use of Master Service Request

Hello,
We are using Service Request as Transaction Types for Incident that are logged by our client.
Then, per my understanding, if an deeper investigation needs to be logged on, a master service request (Problem) can be created.
What is the adding value of Master service request compared to service request? Why not creating a follow up Service request to the first one?
I have done some research on the SAP help but expect from the part that Master service request is a 'below type' of a service request, i could not get much information.
Has anyone already used it ? What are the adding functionnalities compare to service request?
Thank you,
Regards,
Anaïs

In a past life I put in place a '3,3,0' rule as a way to ensure that we were not sending out too many emails to those who were showing 0 interest.
Essentially, If you were sent 3 emails in 3 weeks and had 0 activity (no opens, clicks, web visits, form submits) then you would not get a 4th email. After a week, the rule was no longer valid so you could get the next message.
I have also worked with organizations that put similar rules in place. In some cases, program/campaign flow was merely delayed (wait step for a week, re-evaluate the rule, then Send or wait longer) or the email was simply suppressed and the contact.
Program builder is more elegant with options for what to do with bounces, unsubscribes, and master exclude. If email not sent because of master exclude list, then send to program step '300 - wait and re-evaluate'; If email not sent because of hard bounce, send to program step '900 - remove from program - bounce'; etc.
Campaign Canvas allows you to route all non-sends, regardless of reason, to a step in the canvas, you would then need to use filters to sort the reason why the email was not sent. (send all to wait step, have multiple 'contact is in shared filter' steps.

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Close all related service request after closing master service request

Hello Experts
I have configured the service request 2000223.Now i have a requirement,that in any disastrous case, one service request will be made and other service request in that category will be linked to the main service request and after closing the first one or master service request others will be closed.
Please guide me
Thanks in advance

Hi Rashmi,
You can follow below links, first will give an Idea about Master Service Request and Second one will provide you the configuration steps;
Service Request Management with SAP CRM 7.0
https://help.sap.com/saphelp_crm700_ehp01/helpdata/en/df/379cd1ec6c4de5984f38bd30b03a9c/frameset.htm
When you click on second link on the right hand side you'll find the option of download and in another window you'll get the steps.
Regards,
Kamfrk,

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Hi
I was wondering what configurations i need to do to use the service which has been deployed using the content master studio.
My Project Name: Text_Excel
Service Name: Test_Excel_Serv
Now i am not sure what are the module configuration parameters i need to use...
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Dheeraj

Hi Dheeraj -
Assuming your on SP15 or greater, in the channel module tab, this is what you need:
<u>Processing Sequence</u>
Module Name: localejbs/sap.com/com.sap.nw.cm.xi/CMTransformBean (this should come before the default (localejbs/CallSapAdapter)
<u>Module Configuration</u>
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Copy of Business Transaction (CRM Service Request)

Hi Forum,
I created a transaction that uses the CRM Service Request as leading Transaction Category. I configured the IMG step "Copying Control for Business Transacation" in order to copy the transaction as a follow-up.
The problem is that the transaction does not appear in the list when we choose the link "create follow-up".
Any idea ?
Thanks a lot !!!

1. Activate Copying Control of Activities
CRM - Transactions - Settings for Activities - Activate Copying Control of Activities
This will cause that only transactions defined in your Business Transaction Profile (which is assigned to your Business Role and defined in CRM - Interaction Center Webclient - Business Transaction - Define Business Transaction Profiles) are visible in dropdown list.
2. Define Copying Control of Transaction Types
CRM - Transactions - Basic Settings - Copying Control of Transaction Types - Define Copying Control of Transaction Types
Here select Source Transaction and choose Target Transaction.
Always follow CRM Best Practices documentation as all of the customizing steps are described there...
Link - http://help.sap.com/bp_crmv12007/CRM_DE/HTML/index.htm

How to Create Service request to notify the customer

Hi All,
Could u please tell me the which function module is used for Create Service request to (SAP-CRM) notify the customer

Hi Prajit,
I have an assignment to create customized service request, for submitting user access request by using service desk, this template which i need to create different from the Standered one, which created by SMRQ (i guess).
As far as i know from diff forum, when we submit an request order, internally system create service request for each approved item line.
My requirement to just create below request (template), so user can submit access request by using Solman service desk (service request).
Please help me.

Does an item product from Service Request be an ECC or a CRM product?

Hello
I am puzzled with item product which is used in a Service Request, mostly for dates, SLA and contract determination.
I wonder if I should create this "Investigation" product in an ECC or in a CRM? (of course I assume we are working with scenario where products are replicated from ECC).
This product is actually used only for technical purposes (in the standard not even visible on the screen), so maybe there is no reason to create it in an ECC?
What is the SAP best practise in that case? Do you know?
Regards
Lukasz

Hello
When you create a service ticket in IC WebClient, in the background, the system creates automatically an item
in the newly generated service order (service ticket).
For that the DUMMY-service product (INVESTIGATION) is necessary, which is defined as default in the class CL_DEF_IM_CRM_SERVICEPROD_BADI especially method IF_EX_CRM_SERVICEPROD_BADI~PROVIDE_SERVICE_PRODUCT.
You can define the service product INVESTIGATION in transaction COMMPR01 or you can use and define an own service product with the BAdI for automatic service item creation:
-> BADI: CRM_SERVICEPROD_BADI
-> IMG > CRM > IC Web > Business Transaction > Business AddIns -> Business Add-In for Service Orders in Simplified Help Desk
Hope it helps
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ERMS with Service Requests

Hi all,
I'm trying to find out if there is still a limitation around using ERMS with Service Requests in CRM 7.0. I have read that ERMS was not possible to use with Service Requests originally in 7.0, but I'm wondering if this has been fixed with any of the service packs.
I'm trying to find this out as we are designing a call center solution where incoming e-mails need to be routed to the right agent / group, and ERMS may need to be used. The Service Request has all of the functionality which is required (better fit than the Service Ticket) but we need to know if the ERMS limitation is still there.
Thanks in advance.

Normally in Oracle apps the language specific data goes into a separate table (_TL). So when User B has opened the SR he wouldn't have seen the description entered by user A since the _TL table does not have data for that language. When user B saves the new description, that will be visible to that language only.
As far as I know it won't dynamically translate the table data. Only the user interface labels and error messages are translated into each language when that language version is built.
What you are reporting looks correct.

Service Request Building Block

Hello everyone,
We are currently evaluating the use of the Service Request for a incident/'alarm" tracking scenario.
In this regard, does anyone know if there is a building block configuration guide for this? I was looking in the Best Practices but i was unable to find a specific one for Service Request. I would appreciate any help, or extra info.
Many thanks in advance,
Pedro

Hi Pedro,
You can go through this help document to know more about Service Ticket scenario in IC WebClient:
http://help.sap.com/saphelp_crm70/helpdata/EN/46/23dafbc17b5872e10000000a11466f/frameset.htm
Also you can have a look into the CRM best practice document "E-Service: Service Request Management (C76)", which gives the process flow.
Hope this helps!
Regards,
Chethan

When there is web service request, we need to write to text file

Hello, Im currently using a web service request (particularly the read request variable). What my application does is that when a user enters the url
http://127.0.0.1:8001/WebService/Process?1=1&2=0&3=1&4=0&5=0
LED 1 and 3 turns on, while the other LEDs are turned off. I would like also to keep text file logs on what is the current time now, and the status of the LEDs. I want only to write to the file everytime the user enters the query in the URL (I dont want to write the logs every second or so, just only when the user presses the go button in the browser)
I can now write to a text file the current datetime stamp, and already setup the web services. But I cant figure out how can I execute this write process everytime the user fires up a web request.
Basically, how can I write to a text file the status of the LEDs each time there is a URL request?
Attached is the project. Thanks
Attachments:
DOE_LabView_v2.zip ‏15 KB

One reason you might not be getting any errors is that you aren't looking for errors. Connect up the error clusters and then display what you get.
Where are you getting the path that you are writing to?
Mike...
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"... after all, He's not a tame lion..."
Be thinking ahead and mark your dance card for NI Week 2015 now: TS 6139 - Object Oriented First Steps

How to Submit a Concurrent Request Set Using a Self-Service Page

Hi all,
I would like to know how to Run/Submit a Concurrent Request Set Using a Self-Service Page
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Bench

Hi all,
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Creating Service Entry Sheet without using Service Master/Service lines

We are invoking the BAPI_EntrySheet_Create to create the service entry sheet. We are currently facing this issue...
1) For assigned PO's, we are getting the PO item and Account assignment information from BAPI_PO_GetDetail. We are using these values to populate the parameters/tables to invoke BAPI_EntrySheet_Create. For population the Entrysheetservices table, we are not using information from Service Master/Service lines but use the information we get from an external system to populate the Service lines(ESLL). We do not provide a Package No/Service information when invoking the BAPI but populate the service lines with short text, quantity, Gross price etc without service information like package no, outline indicator etc. The BAPI creates a service enty sheet successfully(this is without the SES Acceptance indicator not being set) but when we lookup the SES# from ML81n transaction the ESLL details lines are not displayed.
When displaying the SES using transaction ML81N, the header information is displayed correctly but the lines are not displayed. The Header information is correctly populated in ESSR table and detail is also populated in ESLL table. I think the cross reference information is correctly set in ESLH table to pull up the detail when ML81N as it is missing the package/sub pack information.
Your expert advise in resolving this issue is very much appreciate. Please advise.

Hi,
Creating Service entry sheet using bapi BAPI_ENTRYSHEET_CREATE
For creating service entry sheet follow below link and it helps to you.
http://wiki.sdn.sap.com/wiki/display/ABAP/CreatingServiceEntrySheetusing+BAPI
Regards,
Sekhar

CRM_ORDER_MAINTAIN - Create Service Request using IT_SERVICE_OS

Hi,
I am using CRM_ORDER_MAINTAIN to create Service requests. To enter the Category (1 to 3) fields I am using the parameter IT_SERVICE_OS. But somehow it is not working. The Service request has been created but the Category is missing. The code used is given below. Please let me know where I am wrong.
    lw_subject-ref_handle   = 1.
    lw_subject-ref_handle_h = 1.
    lw_subject-katalogart = 'C'.
    lw_subject-codegruppe = 'ZSRCAT'.
    lw_subject-code       = 'LD02'.
    lw_subject-katalog_type = 'D'.
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      IMPORTING
        ev_handle = lw_subject-ref_handle.
    lw_subject-mode       = gc_mode-create.
    INSERT lw_subject INTO TABLE lt_subject .
    CLEAR lw_osset.
    lw_osset-ref_handle      = 1.
    lw_osset-subject_profile = 'ZHRSERV'.
    lw_osset-profile_type    = 'A'.
    CALL FUNCTION 'CRM_SERVICE_OS_SET_DATA'
      EXPORTING
        is_srv_osset_com   = lw_osset
        iv_ref_handle      = lw_osset-ref_handle
        iv_ref_kind        = gc_object_ref_kind-orderadm_h
        it_srv_subject_com = lt_subject
      EXCEPTIONS
        error_occurred     = 1
        invalid_guid       = 2
        no_record_exist    = 3
        OTHERS             = 4.
    CALL FUNCTION 'CRM_SERVICE_OS_PUT_DATA'
      IMPORTING
        et_srv_osset_com = lt_service_os
        et_input_fields = lt_input_fields_f.
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    CALL FUNCTION 'CRM_INTLAY_CLEAR_HANDLE'.
Thanks
Vinod

Hi Vinod,
In CRM4, I use something similiar to update categories through subject code.
Something like this:
*- Subject code create
*- Get Subject profile
CLEAR: ls_input_field_names, ls_input_field.
CALL FUNCTION 'CRM_ORDER_SERVICE_H_SELECT_CB'
EXPORTING
    iv_process_type = iv_process_type
IMPORTING
    es_service_h    = ls_service_h
EXCEPTIONS
    entry_not_found = 1
    OTHERS          = 2.
*- Subject data
ls_subject-ref_handle = gv_handle.
ls_subject-katalogart = iv_katalogart.
ls_subject-codegruppe = iv_codegruppe.
ls_subject-code = iv_code.
ls_subject-mode = 'A'.
APPEND ls_subject TO lt_subject.
*- Osset data
ls_osset-ref_handle = gv_handle + 1.
ls_osset-subject = lt_subject.
ls_osset-subject_profile = ls_service_h-subject_profile.
ls_osset-profile_type = 'A'.
APPEND ls_osset TO ls_service_os-osset.
*- Service OS data
ls_service_os-ref_handle = gv_handle.
ls_service_os-ref_kind = 'A'.
APPEND ls_service_os TO gt_service_os.
*- Input fields
ls_input_field-ref_handle = gv_handle.
ls_input_field-ref_kind = gc_object_kind-orderadm_h.
ls_input_field-objectname = gc_object_name-service_os.
ls_input_field_names-fieldname = 'CODE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'CODEGRUPPE'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
ls_input_field_names-fieldname = 'KATALOGART'.
INSERT ls_input_field_names INTO TABLE ls_input_field-field_names.
INSERT ls_input_field INTO TABLE gt_input_fields.
It works for me. Check if may help you a little more.
Kind regards,
Garcia

How to create a Service request using Exchange connector in SCSM 2012

HI ,
I am able to create Incident request using exchange connector.Could you please let me know that how can i create Service request using Exchange connector 3.0.
Thanks in advance.

Hi,
Select a service request's template for new work items on the last wizard's page.
Cheers,
Marat
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ITSM Service Request - Assigning Categories - Using Function Module

Hi,
We are trying to create an ITSM service request ticket from ECC, based on a workflow and its logic. I am calling a remote function module which will contain the logic as explained below.
I am creating a CRM ITSM service request(incident) ticket using function module CRM_ICSS_SRVREQ_CREATE.
The ticket is created but some of the fields that I need to populate in the transaction do not have an interface in this function module. I want to specify the category 1, category 2 and category 3.
I tried function module CRM_ORDER_MAINTAIN but I am unable to find the interface where I can populate this particular data. The component used here is btcategories/categories.
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Abdullah

Hi Abdulla
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Hi everybody,
We are planning to use ISR in our webdynpro application. It would be great help if any body can give any pointers or input on ISR(internet service Request) i.e what is its configuration and usability in eretail.
Thanks
Shweta

Hi,
What's your ITS version? You can define ITS services using SE80 --> Internet Services or through SICF transaction. You assign several parameters to your service (~transaction, ~webgui, ~generatedynpro, ~webgui_simple_toolbar, ...).
Look this link:
http://help.sap.com/saphelp_47x200/helpdata/en/98/854c2b328911d480a000c04f99fbf0/frameset.htm
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Hope this helps,
Iván.

Use of Master Service Request

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