Service Ticket

[Former Member]

Hi Experts,

Can any one tell me the transaction Type for Service Ticket used in Interaction Center service ?

Thanks

Anand

[Former Member]

Hi,

Service Tickets in CRM will generate BDocs as standard upon save-that's why you see them in SMW01.

You can restrict the ticket being distributed to ECC everytime you save, via Status proflie for the CRM trnasaction.

For eg for User status Open - in the status profile double click on this status and apply this block -Do not Distribute and save.

Your CRM ticket will now not get distributed for this status. Apply this to all the user statuses in CRM and your ticket will never get distributed.

Hope this helps,

Shiloo

[former_member200342]

As per Best Practice std transaction type to be used is TSRV

Regards,

PP

[Former Member]

Hi Guys,

Yes, I used TSRV and copied and created my own.

But one question, The service ticket is in CRM and I am not replicating to ECC. I don't have any order type of the same kind in ECC too.

But everytime I create a service ticket, why I see the service tickets in SMW01 with the ones which are replicated to ECC. Today I got a wierd message while editing the service ticket, I cannot edit becoz "Documents are replicating - changes are not possible". I agree with the message for the documents which are replicating but where as my service ticket stays in CRM then why it's displaying the message.

Do we have any config we can make the transaction not to replicate to ECC or anywhere so that they don't get into SMW01 and get blocked.

Please advice.

Sharath.

[Former Member]

Hi,

Further to my previous reply just wanted to let you know that the status to be forbidden is -To be Distributed and not Do not Distribute. You just need to apply the forbidden button. This will prevent replciation for a particular transaction type only from CRm to R/3.

But if you do not want any replication at all for ALL CRM transactions- try this TCODe - SMW3_00

BDOC Type - BUS_TRANS_MSG - enter this in field Short Name and tick the box -Do not send.

This will prevent all replication for ALL transaction types from CRM to R/3.

Hope this helps,

Shiloo

[Former Member]

Hi Shiloo,

I just checked your reply, sorry for the delay.

Technically, If Transaction type in CRM matched with the one in ECC then replication should happen. And if the transaction types are not matched replication should not happen.

I don't want to block it manually, becoz I don't want service tickets to be replicated but I want other transactions like Complaints, etc., to be replicated.

Please advice.

Sharath.