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Issue with categorization Scheme, category should be locked

May 19, 2016, 4:38 am
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Hello Experts,

 

I have  issue in categorization schema

 

i have categorization schema in service request , in our case all the 4 category has been occupied

issue: end user is directly selecting category 4 then all the relevant categories in hierarchy are auto populated in all 4 categories

we have kept validation on category 1 , based on which service request urgency type is triggering

 

now how can i restrict the categorization  schema  so that end user has to select category1  then only category 2  has to be unlocked , after selecting 2nd category 3rd and 4th should editable/unlock/Selectable

 

Kindly assist

Chinna babu

7795533175

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Setting values in fields in attachment assignment block - GS_CM

May 19, 2016, 11:46 pm
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Hi ,

 

I have a query.

We have a development where, we need certain fields in Attachment assignment block , to have dynamically calculated values.

The field "FILENAME" for example, should be populated with a custom generated unique ID.

 

I am trying to set the values in do_prepare_output (component GS_CM, view DOCLIST).

But the set_property does not set the values.

 

I even tried calculating the ID in getter method of the field FILENAME, and then calling the setter method forcefully passing the calculated value.

Even then the values would not be set.

I tried setting the value in few other event handlers .

Nothing works.

 

Any lead to proceed further will be helpful and appreciated.

 

Thanks,

Ramya

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In production issue i could not able to update the new mobile number on individual account page?

May 12, 2016, 9:18 pm
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Hi Team,


I am facing the problem on production ,in account page-for individual account -if i try to update the mobile number field the new number getting saved,but when we edit the BP ID again it show old mobile number.

 

Could you please help here to solve the issue.

 

Thanks & Regards

Kalpana

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Creating BP and then a Lead transaction from the incoming Email.

July 11, 2011, 12:07 am
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Hi CRM Gurus,

 

I am in a situation where our business needs to create a BP and then a Lead Transaction from the incoming mail from the customer.

 

Can some one please help me out with the configuration, which needs to be done to achieve the mentioned requirement.

 

Thanks in advance..

 

Cheers!!!

Ajay

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Need help on addrSearchDialog popup on click of To button in email from SR in IC

October 10, 2013, 10:11 pm
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Hello All,

 

I am working on Interaction center and from service request, i am trying to create an email. When the email creation page is opened, To, CC, Bcc buttons are present to select the addresses. These buttons are created in MailHeader.htm and onClientclick event  addrSearchDialog('<%= lv_toField_id %>','',true).

Onclick of these buttons, a popup opens up with title Address Search and has a drop down for search in as "Contact in MS Outlook", "Exchange Addresses" and "CRM Addresses" and "Contacts in MS Outlook" is default selected. 

 

My requirement is to make "Exchange Addresses" value as the defualt value in the dropdown. How can we manipulate this dropdown values? i found that this popup and the dropdown is created in the INCLUDE CRM_EMAIL_ADDRESS_INPUT.

 

Please help how to acheive this. Any help will be highly appreciated and rewarded.

 

Thanks

Lakshman

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Use of service request in IC role

May 27, 2016, 10:31 am
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Dear everyone,

 

I have a question regarding using Service Requestion into IC role.

I have done an implementation project with service request but we used Service Pro business role.

 

For another requirement, we would like to use Interaction Center (with CTI and scripting functionnalities) with service request process.

Is it possible?

 

Are all the existing functionnality of service request (SLA, contract determination, Related Incident,ect....) available, even if used in Interaction Center role?

 

 

Thanks a lot for your answers,

 

Regards,

 

Anaïs

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BCM- Cctr : CDT is not launching and SAP spinning wheel goes on and on without launching the screen for entering user credentials

May 27, 2016, 11:03 am
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Dear Experts,

 

I'm facing this issue (CDT not launching) for the past couple of days, I did my research and finally reaching out to expert advises, Kindly help...

 

As a pre-requisite I had maintained all the required IE settings, Installed proxy & Core terminals.. Certifications has been installed, Ports have been opened in the agent laptop but still the CDT is not launching.

 

While checking the logs in the client side (Laptop temp folder) it is saying session connected.. however, it is not launching the CDT user credential screen..

Please provide your inputs.

 

15:13:49.193 (03248/TTimer        ) TRC> SNET[OPEN] Trying to connect to ConnectionServer:

15:13:49.349 (03248/TTimer        ) INF> SNET[OPEN] Session connected @SessionConnected

15:13:49.567 (06672/IpcWorker     ) TRC> SNET[IN] Received handshake message: 21 (SESSION OPENED)

15:14:11.376 (06672/IpcWorker     ) TRC> SNET[IN] Received handshake message: 02 (HEARTBEAT)

15:14:20.143 (02484/IpcWorker     ) INF> SNET[OPEN] Session disconnected @SessionDisconnected..

 

Note: I had done the similar setting in the agent desktop and it was working in the desktop and I also able to connect the CDT in server as well.

 

Thanks

Rahaman

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SAP ICI (3.07) Adapter Development for CTI Integration

June 3, 2016, 1:54 am
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Hi Experts,

 

We are interested in developing the custom adapter for telephony integration using SAP ICI web client. We are new to SAP world and seeking the help of a SAP CRM developer/consultant who can guide us in this development. 


Anyone having experience in SAP CTI adapter development and interested in consultancy contact us at nabeel969@yahoo.com  for detailed discussion.

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Unable to find customer mails in CRM mail inbox search.

June 3, 2016, 3:57 am
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hello experts

We are facing strange issue

 

customer sends mail to generic customer care mail ID , and is received/mapped to receive in SAP CRM  mail box search, and all mails will receive to outlook

but issue is that there are few mails sent from customer are received in out look but not there in CRM

 

as known if E-mail has more than 10MB it wont recieve in CRM

but said cases are less than 10 MB but sill we are not recieving in CRM

kindly assist

 

Regards

Chinna babu

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How to check replied email from Inbox

June 7, 2016, 3:59 am
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Hello Experts,

 

We are using CRM 7.0 Ehp3, I am new to Interaction center and working on setting up ERMS. I am facing 2 issues, request if you have experienced it, please share your experience.

 

1. I am receiving email in the Inbox from the Customer. To process this email, I select it and open the email and respond to the Customer Query.

 

My Issue: How do I check the Outgoing replied email from the Inbox or is there any other way to check the responded email. Also will there be a unique ID like transaction ID assigned to this reply email.

 

What I have done: Activate Business function CRM_IC_INBOX, CRM_IC_INBOX2

 

 

 

2. I am receiving email in the Inbox from the Customer. At the same time an Interaction record is also getting created.

 

My Issue: The Incoming email is attached to this IR but when we reply to this email the replied email is not attached to this IR.

 

The description of the IR is also empty, how do I fill this description.

 

 

Appreciate your inputs.

 

 

Regards,

Anuj

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Post treatment never ends

January 19, 2016, 4:48 am
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Hello all,

 

We are facing a issue in the post tratment in CRM. When the attendant sends the participant to the post tratment, the time never ends. The attendant can receive other calls, and can send to the post tratment too and this second call can finish, but when finish the second call the first call continues to run the time and never ends.

 

This issue started to happen after a kernel upgrade (From 701 to 721).

 

Do you have any trips to see?

 

Best regards,

 

Cleiton Folster Eli

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Items assignment block displaying all the fields on UI irrespective of configuration.

June 8, 2016, 3:04 am
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Hi All,

 

When I open sales order screen on UI, all the fields of context node are getting displayed in items assignment block. I deleted the custom configuration but its of no use.

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How to call telephone dial pad from custom SAP web Dynpro.

June 13, 2016, 4:12 am
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Dear Experts,

 

  • We have created custom web Dynpro component to display list of consumers, we have list of consumers display on view inside table. This table has one column as Telephone number. I want to click on telephone number then it should open telephone dial pad as below below. Could you please help me to achieve this requirement. This is very urgent requirement from client. Any help will be appreciated.


dial pad.png

 

 

  • We have Implemented Interaction Center in BCM and we are able to call on telephone number from Account as screen shot below. But not able to call from Custom WDP as explained above.

 

Account2.png

 

If we click on Hyperlink on telephone number (599999999) then below pop up will appear.

 

  Account1.png

 

Best Regards,

Adil.

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Raising Alert on Account confirmed for Contact Person

June 10, 2016, 3:43 am
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Hi Community,

 

 

I'm logged on with the IC_AGENT role in the Interaction Centre - CRM 7. Ehp 2

 

When I confirm the contact on an account, my alert is being raised for the Telephone Number associated with main address and communication data for this contact.

 

How do can i raise the Alert associated with the Work Address Telephone number instead?


 

This is what i've done:

 

Under my Alert setup, I’ve assigned Navigation Object BP_CONTACT:H (Contacts:Simple Search)

 

Here I’m using the Fact Base attribute   [FACTBASE$TELEPHONETEL_C]

 

Under my Rule Policy I’m using IC event – BPConfirmed

 

Condition is using Current Event with Business Partner Confirmed value

 

Condition is to Trigger the Alert on confirmed account - Trigger Alert (Confirmed)


Thanks

Justin

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Due Date of Task

June 13, 2016, 11:01 pm
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Hi Experts ,

 

 

My client  requirement is to create Service Request Doc with Requested Start date as Current & Requested End Date after 3 days of current. I have configured that correctly and it is coming fine. Client wants that through dashboard they can see the status of their Service Request for which i have provided them option of creation of Task doc through Action Profile. But problem is that :

 

 

1. In Task doc both Due Date and Start Date are coming as Current. While i want that Due Date should correspond to the Requested end date of service request . For example if i created Service Request doc on 14.6.16 then it is Requested Start date will be same while Requested end date will be 17.6.16. So, when task will create it should show 17.6.16 as due date instead of current date .

 

 

2. I have tried lot of  in changes in date profile ,  date rule but could not getting desired result.

 

 

Please guide

 

Thanks

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Automatic Partner Confirmation in Call List Management

May 12, 2011, 8:24 pm
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Hi guys,

 

There are two possible ways to deal with Call Lists and the confirmation of accounts that are in this Call List. One is that after selecting the account and ending the call, the account will be removed from the call list. The other is, that the account will not be removed, this is done by call list profile NO_AUTO_PARTNER_CONFIRMATION.

 

We are using profile NO_AUTO_PARTNER_CONFIRMATION now because it can happen that an employee selects an account from the call list without calling at all. The problem is that even those accounts stay in the list that have been completed, Interaction Record for their planned call gets status completed. This way it is impossible to get an overview of the real status of the call list.

 

We are looking for a solution to remove the account from the call list once the status is complete.

 

Looking forward to any hints and help

Thanks

Nicole Lange

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Interaction Log as History

June 14, 2016, 10:32 am
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Dear Champs ,

 

I am new to SAP CRM , i need your expert advise . My client requirement is that they want to record each single activity related to account identification. For Instance ;

 

1. When IC Agent will identify any account through Account Identification by entering BP No or other credential information's. They want as they will click on enter even not on Confirm option then interaction log should be created in interaction history against BP.

 

2. When they Confirm the account then another Interaction Log should be available in Interaction History to identify that this BP account has been confirmed.

 

3. After confirmation when they click on Account overview , then this activity should also available as another  log in Interaction History.

 

As far as my knowledge is concerned , i proposed them that once you will confirm any account and Click on END option in toolbar available at top of IC Screen then this business activity will saved with date and time which we help you to identify when BP contact with you . But they feel uncomfortable and raised above mentioned requirements .

 

Please help out , it is highly critical.

 

Thanks

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SAM Based inbox search and Lean Search. how they are different?

June 16, 2016, 1:20 pm
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Dear Experts,

 

We are having some awful performance on agent inbox and we are thinking to try out lean search. What is the significant difference between them?

 

What exactly SAM search means?may be a stupid question but i would be grateful if any 1 can suggest me..

 

Thanks in advanced!

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End button functionality

June 16, 2016, 12:56 pm
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Hello, dear Gurus!

My recent task is impementing integration between SAP CRM and non sertified communication managment system.

Tracing messagies (using CRM_ICI_TRACE transaction) sent during the phone call I've noticed that no messages were sent when I've pressed the END button to end my interaction (end call and refresh agent interface).

So my CMS will continue sending me new calls although I havn't finished processing my old call yet.

When I press the Hang up button the dropCall ici meccage is generated.


Is there any customising alowing me to change the END button functionalyty letting me to send cms message (dropCall, for example) to change call and agent status pushing the END button? 

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ERMS : standard parsing with service request ?

June 17, 2016, 7:06 am
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Dear experts,

 

I would like to know what is achievable with standard ERMS functionnality.

 

I have done a project where you create a service request from an e-mail automatically.

 

However, I am now wondering if there is more parsing that is available, for example:

- Can you map the object of an e-mail with the description field of the service request (in standard?)

- Can you map the content of the e-mail with a text defined in the text profile of the service request?

 

Any other standard information about parsing between e-mail and service request would be appreciated

 

Thanks a lot,


Regards,

 

Anaïs

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