why ITIN date fields greyed out but ITCH date fields editable in UI

[Former Member]

7.0 in the web ui when creating or changing a ITIN the date fields are greyed out with no value showing, if I open the document in the gui the date fields have value.

Using OOTB settings and the:

trxn ITIN - date profile IT0000000001 - action profile IT_INCIDENT_MANAGEMENT

trxn ITCH - date profile IT0000000002 - action profile IT_REQUEST_FOR_CHANGE

I'm not seeing anything in the configuration that looks like it could cause this, and can't find anything in OSS or SDN

These are the fields I am talking about.

Requested Start

Requested End

First Response By

Due By

[Former Member · Accepted solution]

Hi Glen,

I am also having same issue, could you please adcie if you have got solution.

Appreciate your help.

Regards,

Reddy

[Former Member · Accepted solution]

Hi Reddy,

Not yet. I even copied the ITIN to a ZTIN & the ITCH to a ZTCH.

On the ZTIN I even changed the date & action profile to the same settings on the ITCH of

date profile IT0000000002 - action profile IT_REQUEST_FOR_CHANGE but I still get the same results in the web ui.

I'm only guessing it is something to do with the ITIN being a BUS2000223 and the ITCH a BUS2000116. I was trying to do a proof of concept if this would be a good IT helpdesk replacement tool for us. Something I look at in my spare time.

Glenn

[former_member191480 · Accepted solution]

Glenn,

The reason is missing configuration. Your dates are not being determined at the item level. Here are the basic steps needed:

1) Create the famous "INVESTIGATION" product in your system (this is controlled in badi CRM_SERVICEPROD_BADI).

2) For ZITN activate "Item Determination" in SPRO-CRM-Transactions-ZITN-Business Category Service Request (BUS2000223)

3) Create item category ZITI or some such, and (for now) assign the same date profile as ZITN (you are free to change this to whatever you want later), i.e., IT0000000001.

4) Define item category determination for ZITN txn type and determine the item category as ZITI.

5) Finally you should have dates showing up at the item level, and this will automatically result in the dates being available for input at the Incident header level.

Rahul

Edited by: crm_1 on Nov 3, 2010 1:15 AM

[Former Member · Accepted solution]

Many thanks, I'm finding it hard to find good documentation on the shared service stuff, not seeing it in C78, C04, etc...

[Former Member · Accepted solution]

Hi,

Could you please explain me why we need to create the INVESTIGATION product, when I create a new Incident I am getting a message "Service product INVESTIGATION not found". What is the relationship between this product and the dates not being calculated?

I am using date profile IT0000000002 which is ITSM: Service Request (Header) w/Billing, I am not using the item determination, is it Mandatory to determine the item category?

I am using IT0000000002 in IT Change request, in that the dates are visible, where as in the Service Request it is grayed out.

I have done the settings in spro --> Transactions --> Settings for service requests --> Define settings for Durations

Please advice.

Regards,

Reddy

[Former Member · Accepted solution]

Hi Rahul,

Thank you very much for your answer, I have done as you mentioned. Now I am able to view the req start date (today date) and req end date (Today+3days), I am using IT0000000001 date profile at header level and IT0000000004 at item level. The problem is when I save I am getting the error as "Requested end date must be later than requested start date".

I have tried to change the IT0000000002 at header level and item level IT0000000004, I am getting another error "An error occurred in system R3 system during account assignment"

Please help.

Regards,

Reddy

[Former Member · Accepted solution]

HI Niranjan,

   How did you do it.In my case it is giving me dump..I need it badly..Can you give me solution or your mobile number immediately...

I need this ASAP.

Regards

Puneet

[Former Member · Accepted solution]

Hi Rahul,

Creating the incident ITIN  with product investigation & create the service confirmation as the follow up to ITIN,once you complete the service confirmation ,its create the time sheet document is the expected behaviour.

For that employee responsible should have personnel number (from ERP)

Create the employee in CRM system with employee role & go to identification, assign the any valid personnel number (from ERP)

One more thing ,service profile & response profiles should maintained for the product investigation for SLA determination (due by ,response date will get determined)

Hope my answer will  helpfull to you.

Thanks & Regards,

Silpa.T