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Multilevel Categorization not copied


I have call center scenario, where interaction record multilevel categorizations to be copied to corresponding service request multi level categorization.

As the Subject profile is assigned to interaction record ( Activity type and Subject profile category F ) and there is no option to assign the subject profiles to service request , not able to copy the categorization from interraction record to service request .

What is the procedure to copy the multi level categories from interaction record to service request.

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  • Hello Naga,

    Can you please give more detailed information on the steps to recreate the issue?

    Do you mean, in IC agent, you confirm an account, then create an interaction record(assign category fields), then click 'Follow-up' button to create a service request, but in this service request, the category fields keep blank. Your expectation is they would have same value as in the 'interaction record'?

    Best Regards, Corrine

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1 Answer

  • Apr 02, 2018 at 06:53 AM


    For service request, according to note 1266940, Parameter: TXN_TYPE_AND_CATALOGTYPE should be used.

    Hence, you need to create relevant entries in following customizing for your service request transaction type.

    Customer Relationship Management=>CRM Cross-Application Components=>Multilevel Categorization=>Assign Transaction Types to Catalog Categories

    You can refer to entries for SRVR in above customizing, like following.

    Transaction Type Description Catalog Category
    SRVR Service Request C and D

    Then on WebUI, you display the relevant Categorization schema, under "application areas" assignment block, you select as below:

    1. Application ID => Service Reauest/ Incident
    3. Vaue => The entries in maintained in above customizing.

    Best Regards,

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