Log text problems on service orders

[Former Member]

Hi All,

We recently upgraded our CRM 5.0 system from SP 6 to 14, and now we're having a problem with our Log text on service orders. Our text determination procedure is set up to copy the Log text from the interaction record to the Log text of the follow-up service order (both are text type SUZZ).

This is still working, but once any of the other texts (configured to be logged) are changed on the order, the Log text that was copied from the interaction is overwritten by the new text. Previously, the new text would be appended to the Log, but the original interaction text would still be displayed.

I looked at an example service order that was created before the upgrade. If I look at the Log text in IC Web, it only shows the text created on the service order. However, when I look at this order in the SAP GUI, the same Log text shows both the service order and interaction text combined.

So I have two questions:

1. How can I copy Log text from an interaction to a service order and not lose the text when the service order text is changed?

2. How is it possible that the Log text looks different in SAP GUI and IC Web?

Thanks.

Martin

[Former Member · Accepted solution]

Hi Martin,

That is really interesting

I can give you a few pointers though'

check for the following

1. In the Definition of your text determination procedure your log text should have the changes field as " R" without any access sequence

2. Other text id's should have the changes field "P" with an access sequence which is copying the similar/different text id of previous document

this settings will always copy the individual text id's first and your log text id will represent the log of the texts

Guess you might try it

Regards

Raj

[Former Member · Accepted solution]

Raj,

Thanks for your suggestion. This would be a possiblity going forward, but we have existing tickets that would still be missing the interaction text. This apparently worked before we upgraded to SP 14, so I don't think there is a problem with our configuration.

I created some new test tickets, and found that the interaction text is still being copied and saved in the ticket log, even after text is added to the ticket. The problem is that the interaction text is not visible from IC Web. It is visible when looking at the ticket in the SAP GUI (transaction CRMD_ORDER).

For example, here is the contents of the Log text as seen in SAP GUI (I use "TICKET" or "INTERACTION" in the text to indicate where the text originated):

General Note 06/03/2009 11:14:36 M305755 TICKET - general note ____________________ General Note 06/03/2009 11:13:59 M305755 INTERACTION - general note ____________________ Technical Problem 06/03/2009 11:13:59 M305755 INTERACTION - technical problem

Here is the contents of the Log text as seen in IC Web:

General Note 06/03/2009 11:14:36 M305755 TICKET - general note

Martin

[piotr_krzywdzinski2 · Accepted solution]

Hi,

have you found what is the reason for it? I'm facing the same problem.

Best regards

Piotr