0CRM_SALES_ACT_1 or 0CRM_SRV_PROCESS_H settings

Hi guys,

on my BW/CRM 7.0, there are two active extractors:

- 0CRM_SALES_ACT_1

- 0CRM_SRV_PROCESS_H

Both extract only the current state of a ticket (Object_ID) but not the historian of the ticket itself.

At another client, the 0CRM_SALES_ACT_1 extracted "N" records for one ticket (activity), that is it extracted all the changes of the ticket status and not only the last one.

Now I need to get the same thing, but I don't know how.

Do you know how can I set one of these extractors to get the complete info for a ticket?

Or how can I customize these kind of activities/services on CRM system?

Thanks in advance.

Claudia