What are the standard Solutions available for Complaints Management in CRM?

Dear all,
What are the standard solutions available in SAP CRM to receive and process complaints through Customer Interaction Center.
Our requirement is to receive and register complaints from contact center and process them by integrating back end ECC and BIW systems.
As per my understanding we can not integrate ECC transactions in CASE Management while CASES are being created through Interaction Center.
Please help me to map the following requirement successfully into SAP.
How to register the complaint through Interaction Center?
How this complaint information is communicated in back end ECC system?
How to track the status and solution of the complaint available in back end ECC system?
How the complaints are stored in ECC system?
After creation of a complaint, can we trigger an automatic email on back end ECC system user with all complaint relevant data?
Kindly help me to understand the process.
Best regards,
Raghu ram.

You can analyse this [link |http://help.sap.com/saphelp_crm60/helpdata/en/68/691976cd2ef845a4e62437a82b67df/frameset.htm]for more information. Additionaly the tree hierarchy links contain some process flows where it explains you briefly the big picture of the process, in standard SAP CRM Complaint Manaagement Scenario.
BR,
Cenk Sezgin

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For Delivery Performance what are the standard report available n SAP?

For Delivery Performance what are the standard report available n SAP?

hi
If you wanna know the SD report just go to SAP1 transaction code from easy access( it works only from easy access) and you will find entire reports available in SAP. Then select what is relevant to you. And as you asked any material on reports, so I have some good material on it and will surely send you tonight.
And Some of the Standard reports in SD are given below check it out for convenient however always better to chek above told transaction code:
Sales summary - VC/2
Display Customer Hierarchy - VDH2
Display Condition record report - V/I6
Pricing Report - V/LD
Create Net Price List - V_NL
List customer material info - VD59
List of sales order - VA05
List of Billing documents - VF05
Inquiries list - VA15
Quotation List - VA25
Incomplete Sales orders - V.02
Backorders - V.15
Outbound Delivery Monitor - VL06o
Incomplete delivery - V_UC
Customer Returns-Analysis - MC+A
Customer Analysis- Sales - MC+E
Customer Analysis- Cr. Memo - MC+I
Deliveries-Due list - VL04
Billing due list - VF04
Incomplete Billing documents - MCV9
Customer Analysis-Basic List - MCTA
Material Analysis(SIS) - MCTC
Sales org analysis - MCTE
Sales org analysis-Invoiced sales - MC+2
Material Analysis-Incoming orders - MC(E
General- List of Outbound deliveries - VL06f
Material Returns-Analysis - MC+M
Material Analysis- Invoiced Sales - MC+Q
Variant configuration Analysis - MC(B
Sales org analysis-Incoming orders - MC(I
Sales org analysis-Returns - MC+Y
Sales office Analysis- Invoiced Sales - MC-E
Sales office Analysis- Returns - MC-A
Shipping point Analysis - MC(U
Shipping point Analysis-Returns - MC-O
Blocked orders - V.14
Order Within time period - SD01
Duplicate Sales orders in period - SDD1
Display Delivery Changes - VL22
These are all main standard reports as well I am again repeating that it's better to check all reports from above said transaction code.

What are the different Smartforms available for customer letters

Hi Gurus,
what are the standard layout sets available in Smartforms?.. How can I modify them.
I would like to find out the particular smartform in the domain of QM.
I am trying to generate a customer letter in smartforms with the sold-to-party details on top and the material he ordered in the body of the letter with other details like the quality process which we used and also I want to generate this form in .pdf and .doc formats for printing and faxing aswell.
Please help me in this issue.
Thanks in Advance.
Kind Regards,
Praveen

Hi Praveen,
for generating a standard type smartform u can find them in TNAPR table entries. but if u wanna have a customised SF then u have to create it.
for converting SF to PDF
first convert the smartform output which is in rtf format to otf format using covert_otf FM then use FM convert to PDF and then use Fm API_SEND to send it as a mail..
the following code can be applied...partly the logic is right and not all the code.
TABLES: zKTREE_t1,sflight.
DATA: cparam TYPE ssfctrlop,
outop TYPE ssfcompop,
fm_name TYPE rs38l_fnam,
my_tabix TYPE sy-tabix,
file_size TYPE i,
bin_filesize TYPE i.
DATA: tab_otf_data TYPE ssfcrescl,
pdf_tab LIKE tline OCCURS 0 WITH HEADER LINE,
itab LIKE TABLE OF zshail_t1 WITH HEADER LINE,
otab TYPE TABLE OF sflight WITH HEADER LINE,
tab_otf_final TYPE itcoo OCCURS 0 WITH HEADER LINE.
start-of-selection.
suppressing the dialog box****************************
outop-tddest = 'LP01'.
cparam-no_dialog = 'X'.
cparam-preview = space.
cparam-getotf = 'X'.
****************for the first smartform*******************************
CALL FUNCTION 'SSF_FUNCTION_MODULE_NAME'
EXPORTING
formname = 'ZSHAIL_SMFORM2'
VARIANT = ' '
DIRECT_CALL = ' '
IMPORTING
fm_name = fm_name
EXCEPTIONS
no_form = 1
no_function_module = 2
OTHERS = 3
IF sy-subrc <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
SELECT my_id my_income my_name FROM zshail_t1 INTO TABLE itab.
CALL FUNCTION fm_name
EXPORTING
ARCHIVE_INDEX =
ARCHIVE_INDEX_TAB =
ARCHIVE_PARAMETERS =
control_parameters = cparam
MAIL_APPL_OBJ =
MAIL_RECIPIENT =
MAIL_SENDER =
output_options = outop
user_settings = space
IMPORTING
DOCUMENT_OUTPUT_INFO =
job_output_info = tab_otf_data
JOB_OUTPUT_OPTIONS =
TABLES
it_tab = itab[]
EXCEPTIONS
formatting_error = 1
internal_error = 2
send_error = 3
user_canceled = 4
OTHERS = 5
IF sy-subrc <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
*********appending the otf data into the final table*********************
tab_otf_final[] = tab_otf_data-otfdata[].
**removing the initial and final markers from the OTF data*********
DELETE tab_otf_data-otfdata WHERE tdprintcom = '//'.
searching for the end-of-page in OTF table************
READ TABLE tab_otf_final WITH KEY tdprintcom = 'EP'.
my_tabix = sy-tabix + 1.
appending the modified OTF table to the final OTF table****
INSERT LINES OF tab_otf_data-otfdata INTO tab_otf_final INDEX my_tabix.
finally call the Fm SO_NEW_DOCUMENT_ATT_SEND_API1
to send as email for this u need to populate the reciepent fields properly
g_cont_par-device = 'MAIL'.
Get BOR-Objects for Recipient, Sender und Applikation
PERFORM mail_recipient_object CHANGING g_mail_rec_obj.
PERFORM mail_sender_object CHANGING g_mail_sen_obj.
PERFORM mail_appl_object CHANGING g_mail_app_obj.
Calling Smartform
CALL FUNCTION fm_name
EXPORTING
ARCHIVE_INDEX =
ARCHIVE_INDEX_TAB =
ARCHIVE_PARAMETERS =
control_parameters = g_cont_par
mail_appl_obj = g_mail_app_obj
mail_recipient = g_mail_rec_obj
mail_sender = g_mail_sen_obj
output_options = g_output
user_settings = ' '
IMPORTING
... rest of function ...
Here are the Forms:
*& Form mail_recipient_object
text
<--P_G_MAIL_REC_OBJ text
FORM mail_recipient_object CHANGING p_mail_rec_obj.
CALL FUNCTION 'CREATE_RECIPIENT_OBJ_PPF'
EXPORTING
IP_COUNTRY =
IP_FAXNO =
ip_mailaddr = g_mail "g_mail type
"SO_NAME.
ip_type_id = g_rectype " 'U'
IMPORTING
ep_recipient_id = p_mail_rec_obj
EP_ADDRESS =
ET_RECIPIENT =
EXCEPTIONS
invalid_recipient = 1
OTHERS = 2
IF sy-subrc <> 0.
MESSAGE ID sy-msgid TYPE sy-msgty NUMBER sy-msgno
WITH sy-msgv1 sy-msgv2 sy-msgv3 sy-msgv4.
ENDIF.
ENDFORM. " mail_recipient_object
*& Form mail_sender_object
text
<--P_G_MAIL_SEN_OBJ text
FORM mail_sender_object CHANGING p_mail_sen_obj.
CALL FUNCTION 'CREATE_SENDER_OBJECT_PPF'
EXPORTING
ip_sender = sy-uname
IMPORTING
ep_sender_id = p_mail_sen_obj
EXCEPTIONS
invalid_sender = 1
OTHERS = 2.
IF sy-subrc <> 0.
MESSAGE ID sy-msgid TYPE sy-msgty NUMBER sy-msgno
WITH sy-msgv1 sy-msgv2 sy-msgv3 sy-msgv4.
ENDIF.
ENDFORM. " mail_sender_object
*& Form mail_appl_object
text
<--P_G_MAIL_APP_OBJ text
FORM mail_appl_object CHANGING p_mail_app_obj.
SELECT * FROM soud WHERE sapnam LIKE sy-uname AND deleted = ' '.
ENDSELECT.
IF sy-subrc NE 0.
CALL FUNCTION 'SO_USER_AUTOMATIC_INSERT'
EXPORTING
sapname = sy-uname
EXCEPTIONS
no_insert = 1
sap_name_exist = 2
x_error = 3
OTHERS = 4.
IF sy-subrc NE 0.
CLEAR soud.
ELSE.
SELECT * FROM soud WHERE sapnam LIKE sy-uname AND deleted = ' '.
ENDSELECT.
ENDIF.
ENDIF.
CLEAR sofmfol_key.
sofmfol_key-type = 'FOL'.
sofmfol_key-year = soud-inbyr.
sofmfol_key-number = soud-inbno.
bor_key = sofmfol_key.
IF NOT bor_key IS INITIAL.
swc_create_object folder 'SOFMFOL' bor_key.
IF sy-subrc = 0.
swc_object_to_persistent folder p_mail_app_obj.
IF sy-subrc NE 0.
CLEAR p_mail_app_obj.
ENDIF.
ENDIF.
ELSE.
CLEAR p_mail_app_obj.
ENDIF.
ENDFORM. " mail_appl_object
Message was edited by:
Durgaprasad Kare
Message was edited by:
Durgaprasad Kare

What is the standard inbound idoc for substation management?

Hello Experts,
Can anybody help me to find out the standard inbound idoc for substation management?
The following field are requied to be filled in idoc.
1)Power_Produced(STAGR)
2) Reduction_Power_Consumed(STAGR)
3)Ancillary_Power_Consumed (STAGR)
4)Unit (MEINB)
5) UOM and Date (BUDAT)
If possible please tell me the standard BAPI for these fileds.
Thanks in advance for your help.
Thanks and Regards,
Suresh.

Hi Debo,
What is your exact requirement?
Are you trying to find the standard configurations available for a webdynpro application? then, use t-code SE15 and open the application name and use the tree structure to find out the available configurations under WD application.
sample:
Regards,
Rama

What are the different values available for type attribute

Hi,
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     Can anybody please tell me what all the values availabe for attribute 'type'. I am facing this problem while giving the value for type attribute.
Thanks in Advance,
Murthy.

Does this help
tring
    Data that contains a combination of letters, numbers, and special characters. String data types are listed below:
CHARACTER: Fixed-length character strings. The common short name for this data type is CHAR.
VARCHAR: Varying-length character strings.
CLOB: Varying-length character large object strings, typically used when a character string might exceed the limits of the VARCHAR data type.
GRAPHIC: Fixed-length graphic strings that contain double-byte characters.
VARGRAPHIC: Varying-length graphic strings that contain double-byte characters.
DBCLOB: Varying-length strings of double-byte characters in a large object.
|BINARY: A sequence of bytes that is not associated with a |code page.
|VARBINARY: Varying-length binary strings.
BLOB: Varying-length binary strings in a large object.
|XML: Varying-length string that is an internal representation |of XML.
Numeric
    Data that contains digits. Numeric data types are listed below:
SMALLINT: for small integers.
|INTEGER: for large integers.
|BIGINT: for bigger values.
DECIMAL(p,s) or NUMERIC(p,s), where p is precision and s is scale: for packed decimal numbers with precision p and scale s. Precision is the total number of digits, and scale is the number of digits to the right of the decimal point.
|DECFLOAT: for decimal floating-point numbers.
REAL: for single-precision floating-point numbers.
DOUBLE: for double-precision floating-point numbers.
Datetime
    Data values that represent dates, times, or timestamps. Datetime data types are listed below:
DATE: Dates with a three-part value that represents a year, month, and day.
TIME: Times with a three-part value that represents a time of day in hours, minutes, and seconds.
TIMESTAMP: Timestamps with a seven-part value that represents a date and time by year, month, day, hour, minute, second, and microsecond.
Regards
Ravi

What are the best graphics available for the Macbook Pro 13"

I am 13 years old and I am looking at a Macbook Pro.
I am between the 15" and 13". The only thing stopping me from going straight to the 13" is the graphics. I hear they aren't that good. Is there anyway to get the graphics from the 15" and 17" or just any graphics that are better than the 13" ones"?
I will be using it mainly for movies and games, but i am not a huge gamer and I dont expext the very best.

Thanks
But the reason i like the 13" better is because i find the 15" to big for my liking.
Are the graphics that bad? Will i notice it?

What are the reporting tools available for Java applications??

hi..
please tell me some reporting tools available for java applications.... if there are some, please mention how to find their documentation????

http://jasperreports.sourceforge.net is a nice one, there is also a link to a graphical design tool.

What are the message types available for Vendor Address?

Hi Everybody,
I need to read the all the change pointers of Vendor Address using the function moudle 'CHANGE_POINTERS_READ'. To call this FM I need to pass Address's Message Type. I am passing ADRMAS as message type. but i am not getting any records into change pointers internal table.
Pls help me out by informing the message type of Vendor Address.
Regards,
Nagaraju Maddi

Hi,
The address group is in the segment E1BPAD1VL1-ADDR_GROUP.
Check the table TSAD7 for Address groups (central address management)
Reward points
Regards

What are the standard IDOC's available in IDES? where can i see in IDES?

Dear All,
Can any body let me know what are the standard IDOC's available in IDES? What is the path for the same?
Thanks in advance for replies
regards
srikanth

Hi,
IDOCs are intermediatery Documents, we can check for IDOCS using Tcode
WE01 : Create IDOC
WE02 : Display IDOC
WE19 : Reprocess IDOC
etc
Thanks
Kalyan

What Are the Exact Basic rules for Replying a Thread...... -:) @};-

Hi Experts,
After Looking into the forums many days I had a small conclusion about forums,
SAP Forums are better place I have seen for getting a goo dhelp & Knowledge...
Why can't we make it a BEST Place.
This is just a small doubt which I would like to clear myself first,
I have seen many users In the forums asking for a Basic Questions
When cleared, But still they want to have a Spoon feeding with a Sample Code.
When Sample Code Given they will provide the original code and requests for Modifications.
These always looks to me as crazy.
I have seen somelong time agin by moderators posting that In SCN there will be no SPOON FEEDING.
I am not sure whether if still this Rule AVAILABLE or NOT.
Ok if the task is really difficult let them ask again and again,
And it was not replied, let them repost, I agree with them.
And How about a User Registered in SDN very long back and asking for a silly question in below thread,
[Sendin Email to the recipent list -Need correct FM |Getting the address from shipto partner of Bil. item not directly from C.ma]
This is one more example, really funny, The thread poster needs the solution at any cost, he doesn't require and Suggetions,,, {He Only needs Solution}
[Radio Buttons |Radio Buttons;
[Turning Off Debugger |Turning Off Debugger;
[Regarding Amount in words|Regarding Amount in words;
There are 100's of threads like this....Everyone knows this facts.
Check this who answered this one and who replied correct answer, who copied, finally who was rewarded...!
[how to validate POsting period |Re: how to validate POsting period]
Now My Real Problem is....!
User is always intelligent, Only the weakness is in Contributor, trying to help them,..,
And I openly say that Someone requesting for basic help is not DUMB, But the Contributor replying forgets
the basic rules " Why Contributing ?"
According to me It's not the Requestor to see Rules & Requlations before posting the threads,
But its responsibilty for the Contributing person to see th Rules & Requlations before replying the threads,
If we follow the rules and stand on a single word or rule or anything there will be Good Result.
Major Problem is in US not anyone else.
Example Some one saying search in the forum,,, then please no replies after that...
But we are very pity hearted again we post the solution,,,
But it is not at all enough(for cintribtor's)... they will copy the solution and post again by slight Modifications,
And Some users are having 500,600,700,800 Posts with 0 points, registered long long back.
They are completly dependent on forums,,, As they goto office and as they eat, The same they open forums and ask Queries...
They will never realize what they are doing,, and we will never let them improve better...
Finally Lets Discuss About this and Correct & Suggest me if I am wrong,
Is my thoughts are going in the right way or not I am not even sure... Please Aslo Correct me if I did any mistakes.
Thanks & regards,
Dileep .C
Edited by: Dileep Kumar Chinnaiah on Apr 29, 2009 12:33 PM
Title Changed Form
"What to do when someone asking for Basic Questions" to "What Are the Exact Basic rules for Replying a Threads...... "

Hi Stephen,
Very useful Information,
First tell me a little something about my self...
After completion of my certification(as a fresher) I was down the streets hunting the job,
with the insufficient knowledge and being a non-experienced person, I never got one.
And mean while when I got my "S-UserID", I used to be proud, To say frankly, I registerd in SDN & SAP all at a time, without even knowing what I can do there..,
When I got a job afterwords I was doing the job and never seen SDN page for many months,
when I came to know that of we have doubts we can post at SDN. then started requesting help,
I posted only a little, I didnot got the proper response. on that day I decided,
still there are some places where we cannot get help on time and there will be people waiting to get help,
Why cant I put some of my efforts to help others.
Then I searched some topic by Topic in SDN topic by Topic I used to read threads just for knowledge.
when I feel my self comfort for contributing, I started contibuting...!
If you haven't read it, take a look first, so you can understand where things are now.
I dont know where things are now. But these in this thread I mentioned clearly what I seen from the day I started contributing.
I searched with the terms of 'Rules for replying', The results are not as I expected, and this link has subject as
"O SDN, where art thou?" So it dosent hit my in the list.
Like everybody until a certain stage I am also rushing for points.
But I most cases I never tried to copy paste answers. If I done some then that is just to point it myself some day,
I have no hopes or no intrest on the points...! This was discussed with Rob & Matt, at my inital contribution where my points are 36.
From that day till date I have changed a lot to myself.
Everyone cannot change like me because they are not like me & And I dont even expect that...!
I will be online almost 6-8Hrs a day, Not even getting intrest to see the forums just because of the co-contributors.
My only point is I am just requesting to a co-contributor,
Clearly In a example : Lets say contributor has replied to a thread, and if you know that is a correct solution,
please dont reply any more, If you have a better solution than that, then only reply,
Even there is one reply in the thread not a matter, if correct answer leave that query.
If still error persists, Show up with your Idea's...
Dont let down the contributor, by copying his reply and editing and pasting(edit only if incorrect).
I am just looking for this one exactly to circulate between ourselfs.
For this we a little support from moderators to circulate(may be as a rule or may be as a mail to them)
You may say again how many mails we have to send, It dosent matter, one mail to one person one time,
and +ve factors will show up definetly.
A real contributor always understand what I am talking about, but some one who hunts for points will never.
I am really sorry if I am troubling with my doubts & requests,
If so, Pleae forgive me,,
Thanks & regards,
Dileep .C

What are the user exits available related to Credit Management?

What are the user exits available related to Credit Management?
I have blocked users from releasing SO through Tciode VKM3 , now I want to block
the same (releasing of SO through VKM4) ,I want VKM4 to be used only for releasing delivery orders. Can anyone help me in configuring the same?.
Thanx in advance,
Regrds,
Binayak

Hi,
User Exits For Credit Checks And Risk Management
Credit Check
If you want to carry out your own individual credit checks, that differ from those in the standard system, you must define them in the following user exits:
LVKMPTZZ
LVKMPFZ1: USER_CREDIT_CHECK1
LVKMPFZ2: USER_CREDIT_CHECK2
LVKMPFZ3: USER_CREDIT_CHECK3
User exit for availability check
User exit USEREXIT_AVAIL_CHECK_CREDIT exists in Include MV45AFZF.
This user exit allows you to determine whether the system should or should not carry out an availability check after a blocked document has been released or after a new credit check.
Risk Management for Receivables
RVKMPUS2
Using this user exit, you can define new forms of payment guarantee.
Regards,
Amrish Purohit

What is the standard component configuration for tuition fee reimbursement in sap webdynpro?

what is the standard component configuration for tuition fee reimbursement in advance claims in hrms in webdynpro?

Hi Debo,
What is your exact requirement?
Are you trying to find the standard configurations available for a webdynpro application? then, use t-code SE15 and open the application name and use the tree structure to find out the available configurations under WD application.
sample:
Regards,
Rama

What are the ODM components available in SNC?

Hi experts,
Could you please explain on
1. what are the ODM components available with SNC an their use?
2. Settings that required to activate/generate/regenerate ODM?
Thanks in advance and eagerly looking for your great words.
Regards
Vinoth

Hi Rohan
The following are the order components available with SNC
1HDR,1KNB,1NOT,1PAC,1PRA,1PRC,1PRT,1SCN 1SUB 1PRT 1SCN 1SUB 1TST 2IT2 2IT3 2NOT 2PRA 4NOT 4SDL 4TST 7MP1 7MP2 7MP3 7REF 7RQT BWHG BWIG BWLG DLH1 DLI1 DLI2 DLI3 DLI4 DLI5 DLI6 DLI8 DRIT DRSL FTD1 FTDH FTU1 FTUH HEXC HHU1 HHU2 HHU3 HHU4 HMSG HPRT HSTT HTRA ICAR IEXC IPRD ISTO ISTT IVH1 IVI1 IVI2 KNBR OECN OECP OEHD OEIL OEIR
OEIT OESL PIHD PIND PIOR RWAA RWAT RWCG RWCP RWDS RWFA RWGN RWHN RWIB RWIN RWIR RWIV RWLC RWNS RWOH RWOI RWOP RWP1 RWP2 RWPA RWPG RWPH RWPN RWPP RWPR RWPV RWPW RWRC RWRS RWSN RWTS SCNR
TLBH
Depending on the data you exchange between the two systems, you need to activate the necessary components.
These components form the basic framework where the data in your order document gets stored in the respective components
For example:A double-level order document, use the components 1HDR (header) and 2IT2 (item). For a triple-level order document, use 1HDR (header), 2IT3 (item) and 4SDL (schedule line).
As mentioned by Nikhil and Sandeep, the above notes help you, in activating the necessary ODM's
Kindly read the help document available is SAP IMG for further understanding.
Best Regards
Vinod

What are the permitted compression techniques for PDF/A-1?

The PDF/A-1 standard does not specify how compression is performed. What are the permitted compression techniques for PDF/A-1?
The information I have gathered (not sure if all are true)
LZW should not be used
JPEG2000 may not be used
Few say, JPEG can be used but its a lossy compression. (PDF standard clearly states lossy compression can't be used)
Also, how to figure out whether a particular file is PDF/A-1a or PDF/A-1b and what kind of compressions are used in that file?
Thanks in advance.

For better or worse, ISO specifications are written in a language from a parallel universe. After dealing with ISO standards for a while, you learn what specific words really mean. I should know - I am chair of the ISO PDF/X task force and co-chair of the PDF/VT task force.
The word should does not specify a requirement. PDF/A does not prohibit lossy compression.
JPEG is always a lossy compression. There is a mode of JPEG2000 compression that is indeed lossless. Note that JPEG and JPEG2000 are totally different compression schemes. (I believe that PDF/A-1 as well as PDF/X-1a and PDF/X-3, based on older versions of the PDF specification do not permit JPEG2000. PDF/A-2 based on ISO32000-1 and PDF/X-4 based on PDF 1.6 do allow for JPEG2000.)
ZIP compression is lossless.
- Dov

What is the latest update available for Mac OSX 10.5.8 that will allow me to get the latest update for iTunes. I really need to update my iPhone and CAN'T!! GRRRR!!!

What is the latest update available for Mac OSX 10.5.8 that will allow me to get the latest update for iTunes. I really need to update my iPhone and CAN'T!! GRRRR!!!

Minimally you need Snow Leopard or greater:
Upgrade Paths to Snow Leopard, Lion, and/or Mountain Lion
You can upgrade to Mountain Lion from Lion or directly from Snow Leopard. Mountain Lion can be downloaded from the Mac App Store for $19.99. To access the App Store you must have Snow Leopard 10.6.6 or later installed.
Upgrading to Snow Leopard
You can purchase Snow Leopard through the Apple Store: Mac OS X 10.6 Snow Leopard — Apple Store (U.S.). The price is $19.99 plus tax. You will be sent physical media by mail after placing your order.
After you install Snow Leopard you will have to download and install the Mac OS X 10.6.8 Update Combo v1.1 to update Snow Leopard to 10.6.8 and give you access to the App Store. Access to the App Store enables you to download Mountain Lion if your computer meets the requirements.
     Snow Leopard General Requirements
       1. Mac computer with an Intel processor
       2. 1GB of memory
       3. 5GB of available disk space
       4. DVD drive for installation
       5. Some features require a compatible Internet service provider;
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       6. Some features require Apple’s iCloud services; fees and
           terms apply.
Upgrading to Lion
If your computer does not meet the requirements to install Mountain Lion, it may still meet the requirements to install Lion.
You can purchase Lion by contacting Customer Service: Contacting Apple for support and service — this includes international calling numbers. The cost is $19.99 (as it was before) plus tax. It's a download. You will get an email containing a redemption code that you then use at the Mac App Store to download Lion. Save a copy of that installer to your Downloads folder because the installer deletes itself at the end of the installation.
     Lion System Requirements
       1. Mac computer with an Intel Core 2 Duo, Core i3, Core i5, Core i7,
           or Xeon processor
       2. 2GB of memory
       3. OS X v10.6.6 or later (v10.6.8 recommended)
       4. 7GB of available space
       5. Some features require an Apple ID; terms apply.
Upgrading to Mountain Lion
To upgrade to Mountain Lion you must have Snow Leopard 10.6.8 or Lion installed. Purchase and download Mountain Lion from the App Store. Sign in using your Apple ID. Mountain Lion is $19.99 plus tax. The file is quite large, over 4 GBs, so allow some time to download. It would be preferable to use Ethernet because it is nearly four times faster than wireless.
     OS X Mountain Lion — System Requirements
       Macs that can be upgraded to OS X Mountain Lion
         1. iMac (Mid 2007 or newer) — Model Identifier 7,1 or later
         2. MacBook (Late 2008 Aluminum, or Early 2009 or newer) —
             Model Identifier 5,1 or later
         3. MacBook Pro (Mid/Late 2007 or newer) — Model Identifier 3,1 or later
         4. MacBook Air (Late 2008 or newer) — Model Identifier 2,1 or later
         5. Mac mini (Early 2009 or newer) — Model Identifier 3,1 or later
         6. Mac Pro (Early 2008 or newer) — Model Identifier 3,1 or later
         7. Xserve (Early 2009) — Model Identifier 3,1 or later
To find the model identifier open System Profiler in the Utilities folder. It's displayed in the panel on the right.
Are my applications compatible?
         See App Compatibility Table — RoaringApps.
     For a complete How-To introduction from Apple see Upgrade to OS X Mountain Lion.

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