BOL relation in Service request

[Former Member]

Hi Guru's,

We are on CRM 7.0 and in our scenario we are using questionnaires/attachments in service requests. In a specific case(based on product id or category) the questionnaire is mandatory and business wants to throw an error or warning message on save if user is filling a service request and forgot to fill the questionnaire. Fyi, The questionnaires are activated for service requests from IMG (settings for SR configuration). My issue is , I am having problem to find the correct BOL relation (if it exists)? from service request. Details are like below

component - srqm_incident_h

bol model - BT

search object - BTQ1ORD1 ( I searched for the SR using this and was able to find all related data for service request except - questionnares/attachments)

So my question is does anyone know what is the correct relation I should be using to get the questionnaires filled ( on webui screen). They are linked somehow but not sure. I am thinking I can throw an error message if I can somehow find a specific questionnaire object is linked to SR GUID .

Waiting for your advice !

Sunil

[former_member214667 · Accepted solution]

Hi Sunil,

You can already make surveys mandatory and get an error message if it is not filled from customizing.

Open the following customizing:

CRM > Transactions > Settings for Service Requests > Questionnaires > Define Determination for Surveys in Service Requests

In this customizing, have a new determination rule with the Item category as needed and check the Mandatory checkbox. You might need to scroll to see this checkbox. With this setting, you should get an error message if the questionnaire is not filled.

Regards,

Shiromani

[Former Member · Accepted solution]

Hi Shiromani,

Thanks for your reply. I thought about it but I wasn't sure it can be used that way. We have a around 200 products in a couple of product categories. I will try to verify with client if they can be grouped under one Item category. That would be ideal to do than trying to find some crazy custom coding. I will let you know on this.

Thanks Again!

[former_member214667 · Accepted solution]

Hi Sunil,

In case the usage of item category does not serve the purpose, you could possibly use the following query object to find out whether any surveys exist for the given service request:

FindSurveyQuery

Using this object, you can determine whether survey values exist or not. You can override SAVE method and put this check there to throw an error message.

Regards,

Shiromani

[Former Member · Accepted solution]

Hey Shiromani,

This solved the problem. It took a while to get them grouped under an item category but that was it.

Rewarded your points.

Thanks,

Kumar