CRM Transactions: New

[Former Member]

Hi Experts,

I have a requirement to process/maintain the service requests from users/customers.

One suggested solution is to create a new transaction ( custom ) for these type of service requests and maintain in the CRM system itself. for that we have to implement workflow. I am new to CRM workflow and its settings, can anyone throw some light on this ?.

Also please tell me what Action, Partner, Status Profiles..

Any Help / Hint will really Appreciated

Thanks, Sudeep..

[Former Member · Accepted solution]

Hi Sudeep,

Try using the Transaction type TSRV - this is a default transaction provided by SAP for Telephonic service requests which is also used in the IC Web Client .

Hope this helps

Please reward if it does.

Regards

Raj

[Former Member · Accepted solution]

Thanks a lot for the piece of Information!.

For your better understanding I wil explain the scenario.

Here there are some steps/Actions to be executed depending on the status change of the Transaction.

eg: If the request is approved by an Authorized user(Manager) the status should be changed and a corresponding steps followed by a notification mail should be send!.

I think those who had done similar development/settings can help me!. can I copy TSRV transaction into customer namespace and modify according to my requirements ?.. is that required in my case ?.

Many Thanks, Sudeep..

[Former Member · Accepted solution]

Hi Sudeep,

The requirement which you have elicited can be achieved in different ways-

1. Notification through email - Use Action Profile and Partner functions within the transaction types (if partner specific).

2. Based on the status change of the Service Ticket, notification sent to respective personnel inbox- Use ERMS Rule modeler

3. If the approvals are required through the emails from the respective Higher ups in the Org model - Use Work Flow

For sure, you will be using TSRV, copy it to Z and use it for your purposes.

Also create an organisation structure for the same to fullfill your requirement.

Happy R&D.

Reward points too,

thanks

Yash

[Former Member · Accepted solution]

Hi sudeep

If i understand your requirement correctly ....you want that when an authorised user changes the status of transaction to approved a corresponding action should trigger wherin a notification mail goes to responsible person.

This can be achieved as follows

Status --> you will need to maintain a user status approved ..i hope you have done it ..else try with the system status in process.

Action Profile --> your action profile has the partner dependent tick and responsible partner function assigned.Also the correct process type is assigned for smart form mail.

Processing Class :CL_DOC_PROCESSING_CRM_ORDER

Processing method :CRM_ORDER_EXEC_SMART_FORM

Condiiton --> here use schedule condition as user status = Approved (if maintained else System status =In process

Once you do it your concern should resolve

Cheers!

Please reward if helps

Raj

[Former Member · Accepted solution]

Hello Yash,

Thanks for the valuable Information. As of now I am not going to try any of these options, i am waiting for further input/confirmation on this.

I have to get back to you once i start the implementation. points rewarded, hope u r satisfied with that :).

Regards, Sudeep..

[Former Member · Accepted solution]

Hi Raj,

You got the scenario well, ie

"when an authorized user changes the status of transaction to approved a corresponding action should trigger wherin a notification mail goes to responsible person"

I think this could be really helpful, I wil appreciate if you can extend your help by sending some documents which talks about similar developemnt!.

email: sudeepvd@yahoo.com

Points rewarded.

Regards, Sudeep..

[Former Member]

Hi Sudeep,

I havent got the 1st requirement of yours, thus cant say much bout that.

In regards to Action, Partner Determination Profiles (gues u meant this n nt Partner) n Status profiles, they themselves are macro terms in them thus cannot be explained here....

But i can giv u a brief bout des, hope it helps:

Action is an activity triggered by the system automatically, after meeting some conditions or at times widout that. We nd to configure the Actions. For eg: An action can be used when the client wants the system to automatically create an Opportunity Transactions when a lead has a status WON. Here with condition Lead Status WON, system itself creates a new Lead.

Partner Determination is a tool which determines the partners automatically in any transction, docs etc. For eg in the Sales transaction, by jus entering the Sold to party system determines the Person responsible, employee resp, Sales Org, Division, Dist channel.

Status Profile is a profile for the User statuses in the transactions and can be configured as per our requirement. This is very critical n easy to achieve

I am sure, des stmnts are too brief. I wd lik to knw specific egs wherein we all can help u.

Don be so generic.

Please reward points.

Suji