Does Categorization of activity work different than service ticket in ICWC?

[Former Member]

CRM 5.0

We have a 2 level categorization, only the entries & descriptions made in the category modeler show up in the ICWC. (the catalogue/code group/codes assigned to the service ticket)

I also have made entries for the reason codes (the catalogue/code group/codes assigned to the business activity)

but in the ICWC I see the codes from the configuration not the entries made in the category modeler. I do have categorization checked on for the business transaction which is for the reason codes according to the SAP help.

Is this correct? or am I missing a step somewhere?

[Former Member]

Hi

You need to define the category modler schema for business activity (Interaction record) you need to assign the application area table the subject profile for the business activity transaction type

Use Categories for Business Transaction

Defines whether the subject codes of the subject profile assigned to the business transaction profile, or the categories defined in the Category Modeler application of the People-Centric UI are displayed in the Reason dropdown box in the interaction record.

Use

If you set the flag, one of the categorizations you created in the category modeler is used in the Reason dropdown box. You can also use all of the possible category modeler settings.

You need to maintain the following settings in the business transaction profile in spro for the interaction record ,

The documentation for the IMG activity: Customer Relationship Management --> CRM Cross-Application Components --> Define Application Areas for Categorization

The documentation for the IMG activity: Customer Relationship Management --> Interaction Center WebClient --> Define Categorization Profiles

If you do not set the flag, the subject codes of the relevant subject profile are displayed in the dropdown box.

Refer to the link below

http://help.sap.com/saphelp_crm50/helpdata/en/fd/10006a71994abbab173f902a94d5a4/frameset.htm

Reward points if helpful

Dinaker vikas

[Former Member]

Thanks, we enhanced our version to move the field from the service ticket to the service order and didn't account for this in our development. Is working on the interaction ticket, correcting our development on the service order.