Copying Product during Follow-up

[Former Member]

Experts,

I am facing issue in CRM 2007 while creating a follow-up transaction. I am creating Service Ticket as a follow-up document of Complaint. The problem is that all the fields are getting copied to service ticket except the Product. Product Information is not getting copied in follow-up transaction.

In GUI it is working fine but asks for Copy Selection. I need to select the check-box and click on Copy button to copy complete information in GUI.

Please advise.

[Former Member]

Daljit

Your copy control is working as expected in GUI. As out of box functionality it would ask you to make a selection to copy product. But creating Service Ticket (ST) as a follow-up document of Complaint, it will not propose for product selection since ST does not have items. It has only one item called "Investigation" which is added in background. You might have noticed that you cannot enter/maintain any product/items on the ST.

This is the standard behavior of ST. Even if ST has the same business object (BUS2000116) as that of Service order(SO) its behavior is certainly different in IC.

If you would like same behavior as GUI in IC then use Service order instead on ST.

If you want all your product copied to the follow-up document (ST or SO) then you need to implement the Badi CRM_COPY_BADI for copy control and maintain it in IMG for Copy control of transaction.

I hope it helps

Regards

Rupesh

[Former Member]

HI Manish,

I am facing an similar problem as you faced.

procedure to execute which doesn't work:

1. Create complaint

2. Create a follow-up Retruns document

3. Enter an product in complaints

4. Click on Copy button, the items are not copied.

procedure to execute which work:

1. Create complaint

2. Create a follow-up Retruns document

3. Enter an product in complaints

4. Open the Returns document and click on back button on the breadcrumb.

5. then click on Copy button, now the values are copied.

I have found the problem,but i could not get the solution.

Can you help me what is the first method triggered in Returns when you click on Copy button, so that i can write the logic in that method.

Regards,

Jagadish.G

[robert_kunstelj]

Looke at this notes if they can help you:

Note 1325696 - Item selection popup comes to early

Note 1316875 - Create follow-up document: Only released items displayed

[Former Member]

Hi Daljit,

I think you have to implement the BADI CRM_COPY_BADI for passing the product data .There are several methods in it for the same .

Regards

Manish