on 05-26-2009 11:48 AM
Hi,
I'm working with SAP CRM 2007 - Service.
I've configured an Employee Interaction Centre (EIC) scenario forthe management of Service Tickets. My problem is that when I set the Status of a Service Ticket to "Completed", I'm still able to enter in EDIT mode in the transaction and modify it.
How is it possible to avoid the possibility to make changes to the Service Ticket when its status is set to "Completed"?
Thanks a lot,
Andrea
P.S. Po in ts Will Be R ew ar der
Hello Andrea,
In RM ->spro-> transaction-> status profile, how is the Transaction Control set for,
STATUS SYSTEM TRANSACTION TRANSACTION CONTROL
1.InProcess
2.Reject
3.Release
4.Complete
SAP says that to disallow users to change the document you need to use
Business Transaction: Change document -> 'forbidden' in transaction
control, Edit -> forbid doesn't block the editability.
If your customization is correct there then I believe activating one
or both of these BAdIs will resolve your issue. In the system you can
find BADI CRM_ORDER_FIELDCHECK. SAP delivered two inactive
implementations ORDER_FIELDCHECK_HDR and ORDER_FIELDCHECK_ITM that will
close the fields on header and item level for completed documents. If
you would like to apply this logic for all kinds of documents you can
just activate both BADI implementations, and if you would like to
restrict them to some transactions types, you can create
your own implementations with a check at the beginning.
I also ran across a couple of notes I wanted to give you to check for
relevancy. I think the config or the BAdI will do the trick but didn't
want to waste time with back and forth just in case.
817351 Completion of item if not relevant for delivery
(Valid for CRM Rel 400 but gives manual steps to follow just in case
your item category is set as a sales item category)
840336 Composite SAP note: Status
(On the topic of status in CRM. This gives reference to other status
notes which may be relevent for your issue.)
908808 Inconsistent status in order between R/3 and CRM
(see if this is the case. Doubt it but wanted to include it)
Hope this helps!
Thanks and Best Regards,
Shanthala Kudva.
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Solved!
I've set the radio button:
Change document -> 'forbidden'
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No,
I'm still able to edit the Ticket...
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Hi,
I've already set the entry "FINI" under "User Status Triggers Business Transaction", in corrispondence to the status "Completed".
Otherwise, I'm able to edit the Tickets when their status is Completed.
Andrea
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Hi Andrea,
Double Click on User Status Completed in your Status Profileand Check the Business Transaction Complete is set or not.
Incase Business Transaction is not maintained Click on Newentries and select the Business Transaction Complete and choose Set under the Next action and save the Changes
Let me know if u have any problem still
Regards
Pavan.A
Hi Andrea,
Try to Assign " FINI " System Business transactionstatus to your Completed user status in
your status Profile & Check by creating a new service ticket and let me know. system will not allow you
to modify the service ticket
Regards
Pavan.A
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