CRM Service Request BUS2000223 and Multilevel Categorization

[andreamazzanti]

Hi All,

Do you know if is possible to use the Multilevel Categorization Schema with the CRM Service Request? And How it is possible to associate the Service Request Transaction to the Subject Profile of your Categorization Schema?

With the Service ticket (where the Leading Transaction Category is BUS2000116) you can link the Subject Profile in the Customizing header of the transaction, but with the Service Request (where the Leading Transaction Category is BUS2000223) you can't! There is not the field Subject Profile.

Any suggestions?

Thanks in advance.

BR,

Andrea.

[Former Member · Accepted solution]

Hi Andrea

You cannot assign a subject profile to service request. For SR you'll need to use a combination of transaction type and catalog cateogry to linking the categorization schemas.

You can do that here:

Mapped transaction types to catalog categories in CRM Cross-Application Components > Multilevel Categorization > Assign Transaction Types to Catalog Categories

Depending on the default system setting and the settings in Customizing, you can link schemas with applications, as follows:

Using a subject profile

This form of connection is delivered for these standard CRM WebClient business transactions: service order and complaint. For the IC-specific business transactions service ticket, service order, and complaint, only connection via a subject profile is possible.

Using a combination of transaction type and catalog category

This form of connection is delivered for service requests (incidents), problems, requests for change, and knowledge articles.

Check this link

http://help.sap.com/saphelp_crm70/helpdata/EN/48/bbe9add6b3356be10000000a421937/frameset.htm

Hope this helps

Rupesh

[andreamazzanti · Accepted solution]

Hi Rupesh,

I solved the issue! Thanks to this advice:

Using a combination of transaction type and catalog category

This form of connection is delivered for service requests (incidents), problems, requests for change, and knowledge articles.

Check this link

http://help.sap.com/saphelp_crm70/helpdata/EN/48/bbe9add6b3356be10000000a421937/frameset.htm

My error was:

in the Application Area definition of my Schema (with the UI Categorization Schema Toll) I had selected the parameter "Subject Profile" instead of "Transaction Type / Catalog Category".

I have an other question for you: it's possible to reduce the number of the selection fields of the Subject and Reason area into the Service Request? Now I have 4 selection fields...but my Schema is only of 2 levels.

I tried with the Categorization Profile...but it doesn't work!

Thanks a lot.

BR,

Andrea.

[Former Member · Accepted solution]

Hi Andrea

Categorization Profile is the right place to maintain the level of your hierarchy. You need to assign the Categorization Profile as Function profile to your business role.

Hope this helps

Rupesh

[Former Member · Accepted solution]

HI Andrea,

(Ref: it's possible to reduce the number of the selection fields of the Subject and Reason area into the Service Request),

Can you clarify, whether you want to reduce the Schema levels in web-ui out put i.e at Service Request transaction.

.

If yes you need to customize the web-ui component.

As a default SAP provides 5 Levels,these levels can be decreased or can be increased up to 10 levels (max) .

Hope this information was useful.

[Former Member]

Hi Samantak

Thanks for reply, I already open a new thread.

I also tried with this FM, But not able to create the category from this FM

[samantak_chatterjee]

Hi Arjun,

Thanks for your response.

Can you please attach the hyperlink of the thread ? I couldn't find the same in the forum.

Also, can you please specify what exactly you are trying to achieve with the Function Module - CRM_ORDER_MAINTAIN.

Hope this helps.

Thanks,

Samantak.

[Former Member]

Hi Samantak

fyi

Basically I need to create service request with category by BAPI . Please help me or send me some code if you can

[samantak_chatterjee]

Hi Arjun,

Please check the thread. I have replied in details.

Thanks,

Samantak.

[Former Member]

please help me to add the category in the FM CRM_ORDER_MAINTAIN.

[samantak_chatterjee]

Hi Arjun,

Please open a new thread with your query. You will get more relevant response.

You can use the subject profile structure of the One Order API - CRM_ORDER_MAINTAIN which will take care of populating the Categorization Schema.

The Structure IT_SERVICE_OS will be helpful in your scenario as per my understanding.

Hope this helps.

Thanks,

Samantak.

[Former Member]

Hi Andrea,

With this you filled the category list for Reason Block but what about the Subject Category List?

Do you know what steps do I need to follow to use this Category List?

Best Regards

[Former Member]

You need to create a new categorization model for the subject block (so, 2 diferent categorization schemas) and assign to:

Application area: Service Request/Incident

Parameter: Transaction Type/Catalog

Value: Name of your subject profile

After that go to SPRO>Customer Relationship Management >CRM Cross-Application Components> Multilevel Categorization> Assign Transaction Types to Catalog Categories. In this transaction assign your transaction type (service Request) to 2 Catalog Category like: "C Overview of Damage" and "D Defect Locations/Object.

WIth this, you set that you want to use to categorization like subject and reason.

Regards,

Lyda