Where is Service Ticket Categories in BOL

We're using CRM_IC in 5.0 and we need to add Service Ticket Categories to the FollowupDetails view.
I know categories exist in BOL because they are in the Context of another view (SrvTViewSet). But I cannot find them anywhere in the BOL/GENIL browser, and the workbench doesn't show where they got it from for the SrvTViewSet.
Is there anyway to search for something in BOL? Or does anyone know where Categories are?
Thanks

Hi,
SAP provides a Web Server filter that can be used for an authentication by means of http header varaible and a dynamic link library for verifying SSO tickets in 3rd party software which can be used to provide support for SAP Logon Tickets in Java applications.
Please go through these links:
Single Sign-On of Windows-based Web Service Clients using SAP Logon Tickets
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/5bc7e899-0e01-0010-cca9-84f45118dd17
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/ae399f0d-0301-0010-cebf-bb13f430af55
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/47d0cd90-0201-0010-4c86-f81b1c812e50
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/4f209cf3-0201-0010-1db5-d2e33048b6c8
Hope it helps.
Regards,
Mona
Edited by: Mona Kapur on Jan 21, 2008 8:11 PM

Similar Messages

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

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.

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.

Displaying a bespoke form based on service ticket categorisation

Hi gurus,
I have a question relating to custon IC forms.
We have a requierement whereby the system must present to the IC user a form for data collection immediatley after the user has categorised a service ticket.
After the user has selected the various categories for a service ticket, the system must display a form (either via a popup or in a view embedded in to the main IC window) which the user would then use to capture data relating to that particular call classification.
e.g. if classification = Complaint > Third-Party > DHL, the system must display the form dhlComplaint.html to capture dhl specific data etc.
Questions:
1) would it be possible (techincally) to do this using a popup.
2) If so, how?
2) If not what other options are there?
We are using CRM 4.0.
any useful feedback would be greatly appreciated.
Sergio

Hello Sergio,
I've never used pop-up's in IC webclient. I don't like them very much because sometimes they can give you some problems.
For example: they can be blocked with pop-up blockers programs or if you fill one form in a pop-up windows and close it, you don't have the possibility to go back and correct your data... or because they're sometimes really annoying
But that's is just my opinion. If you consider to create a new view to embed it in the service ticket viewset, consider this guidelines:
1. I would build the new fields to store your form information in order client extension table using EEWB (table CRMD_CUSTOMER_H if header data - CRMD_CUSTOMER_I if item data). This will also make the fields available in the BOL model, and will alllow you to manipulate this values in memory, instead of direct reading/writing to database tables.
2. I would build a new view to handle your form.
3. I would change the Service ticket main view from runtime repository, to recognize your new view.
4. I would create a new navigational link, from view srvthead.htm (the service ticket view with categorization) to your new view.
5. Then, I would create an automatic navigation to the link created in step 4, in srvthead.htm view. This could be launched in the moment the user selects the last level of categorization, or in other moment that you think the form should appear...
Wishes of good luck.
Regards,
Bruno
Edited by: Bruno Garcia on May 25, 2008 11:10 PM

Not able to edit service ticket (complaint) in CRM

Hi,
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.
Pls suggest me what is the way to reprocess the stucked BDoc in CRM.
Regards,
Ram.

Hi Sandeep,
This happens when the document is distributed to ERP Systems. There are certain Item Categories that are sent to ERP System and only once the confirmations comes from those system you can further process those document.
You won't find any errors there.
You can check the BDOC Entries and then can find the target system where the document was distributed. And then logon onto that system and release that document.
Hope this helps.
Thanks,
Samantak.

Service ticket in servicepro profile

Hi experts,
I'm working with CRM 2007 and I want to know if is it possible to use service ticket in servicepro profile? How can I do that? The service ticket is only for "IC" profile?
Best regards,
Caíque Escaler

Hi
Service Ticket UI component as you mentioned is only available in ICWebclient Profile. In WebUI it is possible to open any transactions in any UI components related to transaction because they all follow the same BOL model. ie Service Ticket can be opened in UI compoent for activity, Service Request etc..
I have worked on a scenario where Service Ticket was opened in Service Request component. FYI, SAP recommends migrating from Service Ticket to Service Request.
To open Service Ticket in Service Request framework (SRQM_INCIDENT_H). You have to do the following
a. Search.
    It depends on if you are planning to use Service Request search or Worklist. In either case you will have to implement the BADI (Enhancement Spot) ES_CRM_RF_Q1O_SEARCH. This implementation is done so that instead of service Request you search for Service Ticket and return the guid.
b. Display
To display the Service Ticket in Service Request framework, you have to call dynamic navigation with selected entity and the UI component in the event handler on selecting item in the result list.
        CALL METHOD cl_crm_ui_descriptor_obj_srv=>create_entity_based
          EXPORTING
            ir_entity           = <ls_recent_object>-entity "Reference to Service ticekt
            iv_ui_object_type   = <ls_recent_object>-object_type " UI Object type for Service Request
             iv_ui_object_action = <ls_recent_object>-action
          RECEIVING
            rr_result           = lr_descr_object.
      CATCH cx_root.
    ENDTRY.
ENDIF.
IF lr_descr_object IS NOT BOUND.
    RETURN.
ENDIF.
CREATE OBJECT lr_coll TYPE cl_crm_bol_bo_col.
IF lr_coll IS BOUND.
    lr_coll->add( lr_descr_object ).
    lr_window ?= me->view_manager->get_window_controller( ).
    IF lr_window IS BOUND.
      lr_window->call_outbound_plug( iv_outbound_plug   = 'navigate' "#EC NOTEXT
                                     iv_data_collection = lr_coll ).
c. Recent Edits
You will need to force Recent eidts also to save appropriate UI component in CRMD_SHORTCUT Table otherwise it will open in ICWebclient UI compoent. Check UI Component CRM_BSP_RECOBJ
You can also open service ticket in Service Order component. You will need to manually call the Time Reporting views whcih are are available in ICWebclient ptofile.

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

Service ticket -Agent inbox

Hi ,
After saveing Service ticket ,where it will appears and saved .
if i want see saved service ticket again ,how can i see it .
After entering data in service ticket and done dispatch , where it will go ?
is we can see service ticket in Agent inbox ?
can any please explain what will happen of above query's detaily .
Thanks,
Aravind .

Hi Aravind
The Service Ticket will be visible through Interaction Record - Activity Clipboard as well as Agent Inbox amonst other.
To be able to Search on Service Tickets in the Agents Inbox there is some configuration required.
Goto: SPRO->IMG->Customer Relationship Management->Interaction Center Webclient->Agent Inbox->Inbox Search Definitions->Define Item Categories for Searches
Here add your Service Ticket Transaction into the "Inbox One Order Item" Type with a description you will recognise as your service ticket
Next:
Goto: SPRO->IMG->Customer Relationship Management->Interaction Center Webclient->Agent Inbox->Define Inbox Profile
Create a Z* Inbox Profile from Default-1 and in the Assign Main Categories option include the required Item categories as well as the one you created for your Service Ticket in the previous step.
Next
Add this profile to the Webclient Profile, when viewing the Inbox you should now see your Service Ticket as a searchable category.
<b>Reward with points if useful</b>
Regards
Arden

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

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
Hope this will help
Regards
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
of BTActivityH using UI Config tool in the component work bench. All fields are Input ready fields (not set for Display only).
4. When I open the Service Ticket view to access these fields, in the UI of Service Ticket, I realized that they are display only fields.
5. Then I created the attributes, ( to access GET_I_S_*) methods of the attributes, and I externally set rv_disabled = FALSE in the metod (say GET_I_S_CITY)
6. Now I am able to input values for those fields, but still I am not able to save those entries that I entered in there.
I guess I am missing some thing in the wizard, like linking custom
controller or dependency relations.
Is it mandatory for me to bound the context node to component
controller Node (BTActivityH). If so how can I bound it.
Please advice me.
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)
The code to perform the CuCo binding is mostly coded in the CREATE_BTACTIVITYH (controller class->typed_context->create_btactivityh or check create_context_nodes to see how the method is called)
like this:
owner->do_context_node_binding( iv_controller_type = cl_bsp_wd_controller=>co_type_custom
                                  iv_name            = <name of the CuCo>"#EC NOTEXT
                                  iv_target_node_name = '<the context node of the CuCo to bind to>'
                                  iv_node_2_bind = <your context node> ).
Now, save yourself a headache and a lot of debugging time and just create a new context node through the wizard again, this is much easier than trying to 'fix' it yourself! Once you have created your new context node you can delete the old one by deleting the attribute in the typed_context class.
Hope this helps!
Reward points if useful!
Kind regards,
Joost

Service ticket process caters to multiple product scenario ?

Hi All,
We have an existing business process where in we use IC service ticket to trouble shoot customers problems.
The process is
a) Agent confirms the customer
b) Agent registers the product or confirms the registered product.
c) Agent creates the service ticket
When a customer calls in with issues for multiple products then agent has to create multiple service tickets and customer has to remember multiple tickt ids in order to follow up.
This leads to a bad customer experience.
So is there any way we can have multiple products in service ticket? So that agent gives one single ticket id to customer and also agent maintains one single ST to track.
We thought of using complaints,but its too risky for us to change the entire business process at this time.
If we use service order then also the same since IC service order UI is same as IC ST ui,.
Apart from customization is there any OOTB way to deal this use case ?
Thanks
AMol

Hi Amol,
You can definitely add multiple products once the Service Order is created. However if your requirement is to confirm multiple products at the time of registration then it would require you to tweak a lot of code around confirm. Also, you will have make amendments to the UI on the Account Identification screen to handle this as well.
I hope it helps.
Thanks,
Amrut

Service ticket issue navigation issues

In CRM 4.0, when the standard HELPDESK icwebclient profile is used, after confirming the bp, when I click the service ticket link on the navigational bar, it navigates to the service ticket view where it shows 4 level of classification dropdown boxes.
In CRM 5.0 SP6 or SP7 (i cannot remember), I used the same standard HELPDESK icwebclient profile and did the above same steps but it navigates to the view where it shows the subject and reason dropdown boxes instead of the classification dropdown boxes.
I looked through the XML file in both CRM 4.0 and CRM 5.0 and both navigate to SrvTHead.htm page.
How do I need to do in CRM 5.0 such that when I click on the service ticket link on the navigational bar, it will go to the view where it shows the 4 level of classification dropdown boxes?
Thanks!

Hello Edward Lee
I have the same problem that you.
In CRM 5.0 (i don't remember the SP), I copied the standard HELPDESK icwebclient profile, after I have created a catalog, a code groups, code group profile, a subject profile and at the end I created a categorization schema. When I go to the service ticket in the IC Web Client, after confirm an account I show the subject and reason dropdown boxes instead of the classification dropdown boxes.
What did you for solving this problem?
Can you help me, please?
Best Regards,
Mary
Message was edited by:
Mary Carter

Navigate directly to Service Ticket view in IC WebClient 5.0

Hi,
We have a requirement where we should either confirm same BP(say anonymous) for all the Service Tickets, so that there is no need of going to Identify Account view and confirm an Account there. We dont mind even if there is a solution that allows us to jump to Service Ticket with out Confirming an Account.
If you see Interaction record, you can straight away jump to Interacation Record just by clicking on Interaction Record Navbar link.
How can I achive this? Any suggestion would be appreciated and rewarded for points.
Thanks in advance,
Sreekanth

Hi Sreekanth,
What you need to do is: confirm BP automaticaly.
here is code example for this.
DATA: lr_bupacontroller TYPE REF TO cl_crm_ic_bupacontroller_impl.
    DATA: bdc               TYPE REF TO cl_crm_ic_cucobdc_impl.
lr_bupacontroller ?= get_custom_controller( 'BuPaController' ).
CHECK lr_bupacontroller IS BOUND.
lwa_partner-name = 'PARTNER'.
lwa_partner-value = 'XXXXXX' " BP Number
APPEND lwa_partner TO it_parameters.
CALL METHOD lr_bupacontroller->get_bp_for_incoming_request
    EXPORTING
      it_parameters = it_parameters
    IMPORTING
      ev_no_of_hits = ev_no_hits
      ev_bo_col     = ir_bo_col
      ev_query      = cv_query_type.
IF ir_bo_col IS BOUND.
    ls_profile = lr_bupacontroller->get_profile( ).
ENDIF.
* get a view
CLASS cl_crm_ic_services DEFINITION LOAD.
context_area = cl_crm_ic_services=>contextarea_contr.
IF context_area IS BOUND.
    bdc ?= context_area->get_custom_controller( 'CuCoBDC' )."#EC NOTEXT
    bdc->typed_context->currentcustomer->set_collection( ir_bo_col ).
*    Fill main partner with confirmed BP
    TRY.
        col_wrapper = bdc->typed_context->currentcustomer->get_collection_wrapper( ).
      CATCH: cx_crm_bdc_no_data, cx_crm_bdc_xpath_error.
    ENDTRY.
ENDIF.
And then just Confirm This BP
lr_bupacontroller->set_bp_confirmed( ).
Good Luck
Eli Steklov
<b>Please Reward Points If it Helped :-)</b>

Where is Service Ticket Categories in BOL

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