How does the system calculate the category under Customizing header of the Transaction Category

[Former Member]

Transaction type:      Incoming Call (0002)

Transaction category:  BUS2000126

Customizing Header -> category: (201, CX5, CX1, 301, etc)

How does the system assign the available categories(201, CX5, CX1, 301, etc) for each transaction category?

[BGarcia · Accepted solution]

Hi Karen,

You can find this customization at the following path:

SPRO » IMG » CRM » Transactions » Setting for Activites » Maintain Categories, Goals and Activities » Assign Categories to Transaction Types

Kind regards,

Garcia

[Former Member · Accepted solution]

Hi Bruno,

Thanks for your prompt response! However, not all transaction types are available there. I am not sure if it was just deleted in our system before. Could you please confirm if transaction type

Incoming Call (0002) is available in
SPRO » IMG » CRM » Transactions » Setting for Activites » Maintain Categories, Goals and Activities » Assign Categories to Transaction Types

in your CRM system?

[BGarcia · Accepted solution]

Hi Karen,

After looking at my system I see there is no entries configured to 'Incoming Call' (although I can configure it).

In this way, the system will assume the default category that is assigned at transaction configuration (Telephone), and doesn't allow to change it (and it makes some sense, because it will always be a Telephone call). This default category is setted at:

SPRO » IMG » CRM » Transactions » Basic Settings » Define Transaction Types

There, try to select 'Incoming Call', at left tree, at 'Assignment of business transaction' choose 'Business Activity', and then at 'Customizing Header' you can choose the default category.

Check if this helps you a little more

Kind regards,

Garcia

[Former Member · Accepted solution]

Hi Garcia,

Thanks for clarifying! I really got a little confused there since the categories in the dropdown are not sorted by code.

So to sum it up (hopefully I got it right):

If the transaction type is assigned to a category/ies, only the assigned category/ies will reflect in the Category Dropdown list in Customizing header.

Else, if the transaction type is not assigned, all available categories will reflect in customizing header.

Thanks a lot for your help!