CRM Complaints extraction - header status

[Former Member]

Hi,

We are extracting service orders from the CRM Service module via the complaints item extractor (0CRM_COMPLAINTS_I). It was my understanding, proved wrong, that the characteristic 0STAONESYS0 (CRM Status Life Cycle (One Order)) gives the header status of the service order, but it turns out it only gives the item status.

Has anyone out there extracted the header status for complaints?

Ken

[thecardinal · Accepted solution]

Ken,

0CRM_COMPLAINTS_I is an item level ODS, so it does contain the item status only.

I can only suggest that you enhance the DataSource and add a functional enhancement to pick up the status in CRM.

You will get it from the CRM_JEST table.

I did this to get the user status, which for some reason is not in this DataSource either.

If you need assistance to enhance the extractor let me know.

[Former Member · Accepted solution]

Thanks Stuart,

The problem with enhancing the items extractor is deltas. As I understand it, users can set the header status independant of items, which means you will miss the change in BW unless an item changes.

My reporting requirement means that I have to accumulate data as per the final result of the service order (complaint).

We have an alternative solution that was partially implemented by another team when BW and CRM were first set up. I don't have access to the system at this moment to check the details, but a view has been set up in CRM that picks up all system and users statuses (e.g. I005 = completed)on all items and headers. The GUID keying the result is either the header or item. It also supplies a username and date/time stamp. A generic extractor loads the data to BW. By sorting the statuses (using ABAP in the rules) I know which is the last status updated against the header and can update my header record.

Will try to post the actual view details as a further reply.

Ken

[thecardinal · Accepted solution]

Ken,

Absolutely. I really hadn't considered the deltas. I am going to have trouble with that too.

Please do post the view details if you get it sorted out.

Cheers,

Stuart