SAP CRM: Service Order type not available in Service Order Creation/Search view

Symptom

• Expected service Order type does not appear in popup when Service Order is created;

• Expected service Order type does not appear in drop down list box (DDLB) of search criteria of Service Order Type.

Environment

• Customer Relationship Management(CRM)
• SAP Customer Relationship Management 7.0
• SAP enhancement package 1 for SAP CRM 7.0
• SAP enhancement package 2 for SAP CRM 7.0
• SAP enhancement package 3 for SAP CRM 7.0

Reproducing the Issue

1. Logon CRM WebUI with Service role;
2. Go to search Service Orders;
3. Check DDLB of Service Order Type;
4. Check popup of creating new service order.

Cause

The Service Order Type is set as IC ticket in IC scenario.

Resolution

Go to below path and delete the entry of the Service Order Type:

SPRO ->Customer Relationship Management -> Interaction Center WebClient -> Business Transaction -> Define Transaction Types for Navigation

Keywords

IS_TICKET, CL_CRM_UIU_BT_OBJ_MAPPER, GET_PROCTYPES_FOR_CREATE, CL_BTSRV_ADVSRL_CNTRL, GET_PROC_TYPES, CL_CRM_UIU_BT_GET_PROCTYPES, GET_PROC_TYPE_CUST, IS_NAVIGATION_SUPPORTED, DETERMINE_UI_OBJECT, crmc_ic_ticket, BT116_SRVTK, BT116S_SRVO, BUS2000116.

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Remco Jansen is working as a SAP CRM professional for various clients in the Netherlands.

SAP CRM WebClient Transaction Launcher – Common Issues

Symptom You can use the transaction launcher and the transaction launcher profile, which is part of the CRM WebClient profile, to start SAP GUI for HTML transactions via the Internet Transaction Server (ITS) from both Enterprise R/3, SAP CRM, and People-Centric User Interface (UI) transactions from SAP CRM. Starting from CRM 4.0 Add-on, you can use transaction launcher to launch URL and front-office based transactions also. Agents have access to transaction launcher from the CRM WebClient navigation bar. I will describe some of the common issues faced when using the CRM WebClient Transaction Launcher and the possible solutions for that. Other Terms CRM IC WebClient, Transaction Launcher, CA-WUI-APF, CRM-FRW-AFP, CRM-IC-ABO, CA-GTF-IC-ABO Reason and Prerequisites None Solution (1) Transaction launcher will not work after transporting “Request” from development system to other systems: The transaction launcher handler class is generated in package $TMP and is not transported. However, the transaction launcher entry and the dataflow definition are transported and contain all the information needed to re-generate the transaction launcher handler class. Users can also manually enhance the transaction launcher handler class, reassign it to a different package, and initiate a transport, if necessary. If the transaction launcher handler class is regenerated then the custom changes (if any) will be overwritten in the new handler class generated. (2) When ITS based transaction launcher is executed users will receive “Please wait…” screen without any further data being displayed: Publish the services WEBGUI, SYSTEM and IAC in the system where ITS is called by following the steps mentioned below: Run the transaction SE80 and execute the following steps for the services WEBGUI, SYSTEM and IAC: a) In the dropdown box select “Internet Service” b) In the input field please type <service> and press ENTER c) Use the context menu under the <service> Object Name and then choose Publish -> Complete Service. After a while you should notice the message “Object published successfully. Site: INTERNAL”. Notice that <service> needs to be replaced for WEBGUI, SYSTEM and IAC. All the three services need to be published in order for ITS to work properly. (3) Issues with URL Based transaction launcher: (a) In case of “Non-BSP URL” in the URL ID Configuration if “Determine Host/Port” option is selected then following error messages are displayed, “Error within a launch transaction” “Error during URL creation for destination ‘Destination name'” “No authorization to log on as a Trusted System” To overcome this issue user should also have “S_RFCACL” authorization to determine the host and port values in the respective system. More information about authorization can be found at sap help url: http://help.sap.com/saphelp_nw04/helpdata/en/8b/0010519daef443ab06d3 8d7ade26f4/content.htm (b) When URL based transaction launcher is configured to launch a website, then the message “This content cannot be displayed in a frame” is received: For using transaction launcher there is a prerequisite that “The target page to be displayed must be able to run in an IFRAME”. Enabling the web page to be displayed in IFrame is the responsibility of the Publishers of the site and this cannot be influenced by SAP CRM. (4) While configuring launch transaction for BOR based transactions, the system gives error, “Mapped Logical System <LOGSYS> not defined’. Check if the logical system which you are trying to access is properly configured. The steps to configure the logical system are given below. (a) Check in the system which you are trying to access, how the logical system is defined. This entry can be seen thru transaction SE16, table T000. (b) In the CRM system, thru transaction SM59, create a RFC destination for the remote system. (c) In the CRM system, thru transaction BD54, create the logical system. Make sure, that you use the same name as the logical system name of the remote system (the one you found in table T000 in step (a)). (d) In the CRM system, thru transaction BD97, link the RFC destination created in SM59 with the logical system created in BD54. (e) In the CRM system, thru transaction CRMS_IC_CROSS_SYS, provide the ITS URL to connect to the logical system. —————————————— Remco Jansen is working as a SAP CRM professional for various clients in the Netherlands.

SAP CRM – How to add search criteria options in CRM Web UI?

Symptom

• CRM WEB UI search
• Exclude search is not possible
• Web UI does not offer all search options allowed in prior version
• Previous options allowed single value, greater than or equal to, less than or equal to, greater than, less than, not equal to

Environment

SAP Solution Manager IT Service Management

Reproducing the Issue

-Searching in Solution Manager 7.0 offered multiple options:

-Upgraded Solution Manager from 7.0 to 7.1
-Try using new CRM_UI or SM_CRM Web UI to do a search and missing options:

Cause

The new CRM Web UI was modified between 7.0 and 7.1 and the options are configured for users with default options.

Resolution

A user can modify the search options to include more than the default options in the SPRO under Customer Relationship Management > CRM Cross-Application Components > Generic Interaction Layer/Object Layer > Component-Specific Settings > Define Operations for Dynamic Queries.  For any option that you want enabled, select the equivalent box.

For example, to adjust the Incident Management Incident ID option in versions of Solution Manager 7.10 SP09 and later:

For example, to adjust the Incident Management Incident ID option in versions of Solution Manager up to 7.10 SP08:

Note:  To see detailed steps for modifying this, see attachment Search_Setting_Steps.docx.

7.0	7.1	SPRO ID
Single Value	is	EQ
Greater than or Equal to	is greater than or equal to	GE
Less than or Equal to	is less than or equal to	LE
Greater than	is greater than	GT
Less than	is less than	LT
Not Equal to	is not	NE

Other options

is between -> BT
is not between -> NB
contains – > CP (contains pattern)
does not contain -> NP
is empty (handled by code by default)
starts with (handled by code by default)

Note:  It can be possible to enable an operator, but if the backend code for the operator is not there, it will not work.  For example, when searching the Solution Category andReported By fields, IS NOT does not work.  Only IS is supported for these fields.  In this case, a user can write custom code to add the missing backend code.  This involves consulting and is not supported.

Keywords

webui, CRM UI, SV-SMG-SUP, query, ITSM, SM_CRM, SV-SMG-CM, operators

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Remco Jansen is working as a SAP CRM professional for various clients in the Netherlands.

SAP CRM EHP4 release date

SAP enhancement package 4 for SAP CRM 7.0 has ben released for customers!
Please check the slide for more information on SAP CRM 7.0 EHP3 versus EHP4.
For more information please check http://help.sap.com/crm704

 

 

 

 

For the time being please check the SAP CRM improvements that are currently being developed for SAP CRM 7.0 or which are already available as from EHP1, EHP2 or EHP3 via: CRM2015-Delivery-Call-EN-20150805

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Remco Jansen is working as a SAP CRM professional for various clients in the Netherlands.