Configuring Request Management in ICSS (SAP Library - SAP CRM: Business Scenario and Business Process Configuration)

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Configuring Request Management in ICSS

In the ICSS application, the Requests component consists of several functions:

● Create service requests and information requests,

● Create complaints

● Display service requests and information requests,

● Display complaints

● Display contracts

● Update service requests and information requests.

You will need to configure the Product Catalog in order for the Requests component to work properly.

CRM Backend System Configuration

Service Request and Information Requests

● Define transaction types for the Internet in Customizing: choose Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self Service ® Set-up Internet Transactions ® Define transaction types for the Internet (without web requests). In the view request list area, only Internet transaction types defined under this Customizing section will appear.
The java parameters create_inforeq_type and create_servreq_type, and the Internet transaction types in this Customizing section must match. The Internet transaction types determine, through its relationship with the (regular) transaction type, the status profile, the text determination procedure, the partner determination procedure, etc.
When defining ICSS transaction type, each transaction must have:

○ A subject profile: This subject profile must be the same or must be a subset of the subject profile defined in the referenced regular transaction type. In addition, this subject profile must refer to a catalog of category Overview of Damages/Defects/Reason. This catalog must be of hierarchy level 1 in the subject profile. This subject profile must refer to a code group profile that contains at least one code group (in status “released”) and one code (in status “released”) in the language that you are using for ICSS. Defining subject profile, catalog, code groups and codes can be done in CRM Customizing using activity Customer Relationship Management ® Basic Functions ® Catalogs, Codes and Profiles.

¡ TxtType (text type): Here you define which text type is created in the system if the user enters a text via the Internet.

¡ RTxtTyp (reply text type): Here you define which of the text types used for replies to a Service Request will be displayed via the Internet.

Note

It is highly recommended that you create a text determination procedure specific to ICSS using the following activity in CRM Customizing: Customer Relationship Management à Basic Functions à Text Management à Define Text Determination Procedure.

In the text determination procedure, text types defined by TxtType and RTxtTyp must be set to “P” for changes. “P” means that the changes to the text will be logged and the text history can be viewed in ICSS.

In the partner determination procedure, there must be a partner function “Contact Person”. Partner determination procedure can be defined using the following activity in CRM Customizing: Customer Relationship Management ® Basic Functions ® Partner Processing à Define Partner Determination Procedure.

Complaints:

· Define transaction types for the Internet in Customizing: choose Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self Service ® Set-up Internet Transaction ® Define transaction types for the Internet (without web requests). In the view complaint list area, only Internet transaction types defined under this Customizing section will appear. The Internet transaction types determine, through its relationship with the (regular) transaction type, the status profile, the text determination procedure, the partner determination procedure, etc.

· When defining your Internet transaction types, you must specify a subject profile. This subject profile must be the same or must be a subset of the subject profile defined in the referenced regular transaction type. In addition, this subject profile must refer to a catalog of category Overview of Damages/Defects/Reason and to a catalog of type Customer Request. Both catalogs must be of hierarchy level 1 in the subject profile. This subject profile must refer to a code group profile that contains at least one code group (in status released) and one code (in status “released”) in the language that you are using for ICSS. Defining subject profile, catalog, code groups and codes can be done in CRM Customizing using activity Customer Relationship Management ® Basic Functions ® Catalogs, Codes and Profiles.

Contracts:

· Define transaction types for the Internet in Customizing: choose Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self Service ® Set-up Internet Transactions ® Define transaction types for the Internet (without web requests). In the view request list area, only Internet transaction types defined under this Customizing section will appear. In the service contract component, java parameters create_servcont_type and the Internet transaction types in this Customizing section must match. The Internet transaction types determine, through its relationship with the (regular) transaction type, the status profile, the text determination procedure, the partner determination procedure, etc.

Mandatory Java Configuration

Set parameters for Attachments (component attachments in XCM)

Attachments can be uploaded when creating or updating a service request. These are parameters used when uploading attachments.

● attachments_upload_total_max_size_in_kbyte
Description: Defines the maximum size for uploading attachments (this value is in Kbytes).
Default Value: 10000
Value Range: Any integer greater than or equal to 0. (NOTE: –1 means no size limit for uploading attachment)

Set parameters for Service Requests and Information Requests (component service_request in XCM)

● create_inforeq_type
Description: This parameter specifies which Internet transaction type is used for the creation of information request in CRM.
Default Value: S3
Value Range: This parameter must match one of the Internet transaction types defined in customizing: Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self-Service ® Set-up Internet Transactions ® Define Transaction Types for the Internet (Without Web Requests).

● create_servreq_type
Description: This parameter specifies which Internet transaction type is used for the creation of service request in CRM.
Default Value: S1
Value Range: This parameter must match one of the Internet transaction type defined in customizing: Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self-Service ® Set-up Internet Transaction ® Define Transaction Types for the Internet (Without Web Requests).

· create_default_link_type
Description: You can specify one of the following reference object types as the default link. If you have selected "IBASE" and there is no ibase component for the business partner that you are logged in with, the default will be "NONE".
Default Value: IBASE
Value Range:

○ PRODUCT

○ REGISTERED PRODUCT

○ IBASE

○ NONE

· display_b2b_b2c
Description: The default choice to select “My Request” or “My Company’s Request”. This parameter applies only if the user’s login is a B2B user.
Default Value: B2C
Value Range:

○ B2B

○ B2C

· shipto_address_selection_display
Description: When creating a service request, the user can view shipTo addresses detail and can select one specific address. This parameter determines whether the ship-to address selection feature is available for user selection.
Default Value: 1
Value Range:

○ 0: do not display ship-to address selection

○ 1: display ship-to address selection

· reference_object_display
Description: In the service request creation form, determines whether the reference object selection area is available for user entry.
Default Value: 1
Value Range

○ 0: do not display reference object selection

○ 1: display reference object selection

· appointment_display
Description: In the service request creation form, determines whether the appointment selection area is available for user entry.
Default Value: 0
Value Range:

¡ 0: do not display appointment selection

¡ 1: display appointment selection

· attachment_display
Description: In the service request creation form, determines whether the attachment area is available for user entry.
Default Value: 1
Value Range:

¡ 0: do not display attachment area

¡ 1: display attachment area

· item_display
Description: In the service request creation form, determines whether the item area is available for user entry. If set to 0, this means that the service request will be created without item.
Default Value: 1
Value Range:

¡ 0: do not display item area

¡ 1: display item area

Service Contract (component service_contract in XCM)

ICSS enables web users to see detailed information about their service contracts. Web users who are contacts of companies have access to their service contracts and to those of their company.

To use this function, the web user must be logged in.

· create_servcont _type
Description: This parameter specifies which Internet transaction type is used for viewing service contracts in CRM.
Default Value: SC
Value Range: This parameter must match one of the Internet transaction types defined in Customizing: Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self-Service ® Set-up Internet Transactions ® Define Transaction Types for the Internet (Without Web Requests).

· display_b2b_b2c
Description: The default choice to select “My Request” or “My Company’s Request”. This parameter applies only if the user login as B2B user.
Default Value: B2C
Value Range:

○ B2B

○ B2C

Complaint (component complaint in XCM)

In the ICSS application, the Complaint function enables web users to submit complaints and view a list of the complaints they have previously entered. Web users that are contacts of companies have access to their complaints and to those of their company.

Within the ICSS Complaint function, the contract selection only works if the Complaint item refers to a product catalog of type Sales and Service.

To use this function, the web user must be logged in.

· create_trans_type
Description: This parameter specifies which Internet transaction type is used for creation in CRM.
Default Value: CRMC
Value Range: This parameter must match one of the Internet transaction type defined in Customizing: Customer Relationship Management ® Web Channel ® E-Service ® Internet Customer Self-Service ® Set-up Internet Transactions ® Define Transaction Types for the Internet (Without Web Requests).

· display_b2b_b2c
Description: The default choice to select “My Complaints” or “My Company’s Complaints”. This parameter applies only if the user’s login is a B2B user.
Default Value: B2C
Value Range:

○ B2B

○ B2C

● priority_mandatory
Description: Determines whether the priority field on complaint creation is a mandatory field or not.
Default Value: 0
Value Range:

○ 1 to set the priority field as a mandatory field

○ 0 to set the priority field as an optional field

● reason_mandatory
Description: Determines whether the reason field on complaint creation is a mandatory field or not.
Default Value: 0
Value Range:

○ 1 to set the reason field as a mandatory field

○ 0 to set the reason field as an optional field

● product_mandatory
Description: Determines whether the product field on complaint creation is a mandatory field or not.
Default Value: 1
Value Range:

○ 1 to set the product field as a mandatory field

○ 0 to set the product field as an optional field

· reference_object_display
Description: In the complaint creation form, determines whether the reference object selection area is available for user entry
Default Value: 1
Value Range:

○ 1 to display the reference object selection area

○ 0 to hide the reference object selection area

Optional Java Configuration

Set General Parameters (component transactions in XCM)

Request is the generic word used to designate service request, information request, complaint, and service contract. In the ICSS application, there is a common area, namely the initial launch pad, which is used by these components. The common Java configuration is shared by all these components.

● transactions_nb_max_requests
Description: This parameter defines the maximum of the last requests to retrieve and display.
Default Value: 15
Value Range: Any integer number greater than 0.

· transactions _display_month_variation
Description: The difference in months between the month value of “creation date from” and the “creation date to” fields.
Default Value: 2
Value Range: Any integer.

· transactions _display_year_variation
Description: The variation in years of the “creation date from” and the “creation date to” fields.
Default Value: 10
Value Range: Any number greater than or equal to 0. For example, if the value is 10, then the list of selection year is from 1992 to 2002.

Set parameters for Attachments (component attachments in XCM)

Attachments can be uploaded when creating or updating a service request. These are parameters used when uploading attachments.

· attachments_upload_default_language
Description: Defines the default language for uploading attachments.
Default Value: EN (English)
Value Range: All ISO language codes

Set parameters for Service Requests and Information Requests (component service_request in XCM)

· create_reqdesc_textarea_width
Description: You can specify a different width for the text area that holds the problem description in the service request creation form.
Default Value: 65
Value Range: Any integer greater than 0, but we recommend a number between 10 and 100.

· create_reqdesc_textarea_lines
Description: You can specify a different number of lines for the text area that holds the problem description in the service request creation form.
Default Value: 4
Value Range: Any integer greater than 0, but we recommend a number between 3 and 15.

· create_reqshortdesc_width
Description: You can specify a different width for the field that holds the title of the request in the service request creation form.
Default Value: 40
Value Range: Any integer greater than 0, but we recommend 40 (the same size as the short description in the backend system).

· display_list_column_1
Description: Defines the field name that will be displayed in the first column of the service request list.
Default Value: REQUEST_CREATED_DATE
Value Range:

○ REQUEST_CREATED_DATE

○ REQUEST_ID

○ REQUEST_PRIORITY

○ REQUEST_DESCRIPTION

○ REQUEST_STATUS

· display_list_column_2
Description: Defines the field name that will be displayed in the second column of the service request list.
Default Value: REQUEST_ID
Value Range: Same as the value range of display_list_column_1.

· display_list_column_3
Description: Defines the field name that will be displayed in the third column of the service request list.
Default Value: REQUEST_DESCRIPTION
Value Range: Same as the value range of display_list_column_1.

· display_list_column_4
Description: Defines the field name that will be displayed in the fourth column of the service request list.
Default Value: REQUEST_PRIORITY
Value Range: Same as the value range of display_list_column_1.

· display_list_column_5
Description: Defines the field name that will be displayed in the fifth column of the service request list.
Default Value: REQUEST_STATUS
Value Range: Same as the value range of display_list_column_1.

· display_list_column_1_sort_enable
Description: Indicates whether the first column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_2_sort_enable
Description: Indicates whether the second column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_3_sort_enable
Description: Indicates whether the third column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_4_sort_enable
Description: Indicates whether the fourth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_5_sort_enable
Description: Indicates whether the fifth column is enabled or disabled for sorting.
Default Value: 0
Value Range:

¡ 1 to enable

¡ 0 to disable

· display_list_column_1_detail_enable
Description: Indicates whether the data in the first column has an enabled or disabled hyperlink to access the service request detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_2_detail_enable
Description: Indicates whether the data in the second column has an enabled or disabled hyperlink to access the service request detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_3_detail_enable
Description: Indicates whether the data in the third column has an enabled or disabled hyperlink to access the service request detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_4_detail_enable
Description: Indicates whether the data in the fourth column has an enabled or disabled hyperlink to access the service request detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_5_detail_enable
Description: Indicates whether the data in the fifth column has an enabled or disabled hyperlink to access the service request detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_default_sort_field
Description: Defines the default sorting field for the service request list.
Default Value: REQUEST_ID
Value Range:

○ REQUEST_CREATED_DATE

○ REQUEST_ID

○ REQUEST_PRIORITY

○ REQUEST_DESCRIPTION

○ REQUEST_STATUS

· display_list_default_sort_type
Description: Defines the default sorting type for the service request list.
Default Value: ASCENDING
Value Range:

○ DESCENDING

○ ASCENDING

· display_list_default_max_per_page
Description: Defines the maximum lines viewed per page for the service or information request list upon a search.
Default Value: 10
Value Range: Any integer greater than 0.

· max_contract_per_page
Description: Defines the maximum lines viewed per page for the service contract item list (Service contract items that could be assigned to a service request).
Default Value: 5
Value Range: Any integer greater than 0.

● contract_table_column_1
Description: Defines the field name that will be displayed in the first column of the service contract item list.
Default Value: CONTRACT_DESCRIPTION
Value Range:

○ CONTRACT_DESCRIPTION

○ CONTRACT_ITEM_PRODUCT_ID

○ CONTRACT_ITEM_SERVICE_PROFILE

○ CONTRACT_STARTDATE

○ CONTRACT_ENDDATE

· contract_table_column_2
Description: Defines the field name that will be displayed in the second column of the service contract item list.
Default Value: CONTRACT_ITEM_PRODUCT_ID
Value Range: Same as the value range of contract_table_column_1.

· contract_table_column_3
Description: Defines the field name that will be displayed in the third column of the service contract item list.
Default Value: CONTRACT_ITEM_SERVICE_PROFILE
Value Range: Same as the value range of contract_table_column_1.

· contract_table_column_4
Description: Defines the field name that will be displayed in the fourth column of the service contract item list.
Default Value: CONTRACT_STARTDATE
Value Range: Same as the value range of contract_table_column_1.

· contract_table_column_5
Description: Defines the field name that will be displayed in the fifth column of the service contract item list.
Default Value: CONTRACT_ENDDATE
Value Range: Same as the value range of contract_table_column_1.

Service Contract (component service_contract in XCM)

The ICSS application enables web users to see detailed information about their service contracts. Web users who are contacts of companies have access to their service contracts and to those of their company.

To use this function, the web user must be logged in.

For service contract list:

· display_list_column_1
Description: Defines the field name to be displayed in the first column of the service contract list.
Default Value: CONTRACT_DATE
Value Range:

○ CONTRACT_DATE

○ CONTRACT_ID

○ CONTRACT_DESCRIPTION

○ CONTRACT_EXTERNALREFERENCE

○ CONTRACT_STARTDATE

○ CONTRACT_ENDDATE

○ CONTRACT_STATUS

· display_list_column_2
Description: Defines the field name to be displayed in the second column of the service contract list.
Default Value: CONTRACT_ID
Value Range: Same as the value range of display_list_column_1.

· display_list_column_3
Description: Defines the field name to be displayed in the third column of the service contract list.
Default Value: CONTRACT_DESCRIPTION
Value Range: Same as the value range of display_list_column_1.

· display_list_column_4
Description: Defines the field name to be displayed in the fourth column of the service contract list.
Default Value: CONTRACT_EXTERNALREFERENCE
Value Range: Same as the value range of display_list_column_1.

· display_list_column_5
Description: Defines the field name to be displayed in the fifth column of the service contract list.
Default Value: CONTRACT_STARTDATE
Value Range: Same as the value range of display_list_column_1.

· display_list_column_6
Description: Defines the field name to be displayed in the sixth column of the service contract list.
Default Value: CONTRACT_ENDDATE
Value Range: Same as the value range of display_list_column_1.

· display_list_column_7
Description: Defines the field name to be displayed in the seventh column of the service contract list.
Default Value: CONTRACT_STATUS
Value Range: Same as the value range of display_list_column_1.

· display_list_column_1_sort_enable
Description: Indicates whether the first column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_2_sort_enable
Description: Indicates whether the second column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_3_sort_enable
Description: Indicates whether the third column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_4_sort_enable
Description: Indicates whether the fourth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_5_sort_enable
Description: Indicates whether the fifth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_6_sort_enable
Description: Indicates whether the sixth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_7_sort_enable
Description: Indicates whether the seventh column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_1_detail_enable
Description: Indicates whether the data in the first column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_2_detail_enable
Description: Indicates whether the data in the second column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_3_detail_enable
Description: Indicates whether the data in the third column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_4_detail_enable
Description: Indicates whether the data in the fourth column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_5_detail_enable
Description: Indicates whether the data in the fifth column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_6_detail_enable
Description: Indicates whether the data in the sixth column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_7_detail_enable
Description: Indicates whether the data in the seventh column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

For service contract detail (item list):

· item_display_list_column_1
Description: Defines the field name to be displayed in the first column of the service contract item list.
Default Value: CONTRACT_ITEM_ID
Value Range:

○ CONTRACT_ITEM_ID

○ CONTRACT_ITEM_PRODUCT_ID

○ CONTRACT_ITEM_QUANTITY

○ CONTRACT_ITEM_UNIT

○ CONTRACT_ITEM_PRODUCT_DESC

○ CONTRACT_ITEM_STATUS

· item_display_list_column_2
Description: Defines the field name to be displayed in the second column of the service contract item list.
Default Value: CONTRACT_ITEM_PRODUCT_ID
Value Range: Same as the value range of item_display_list_column_1.

· item_display_list_column_3
Description: Defines the field name to be displayed in the third column of the service contract item list.
Default Value: CONTRACT_ITEM_QUANTITY
Value Range: Same as the value range of item_display_list_column_1.

· item_display_list_column_4
Description: Defines the field name to be displayed in the fourth column of the service contract item list.
Default Value: CONTRACT_ITEM_UNIT
Value Range: Same as the value range of item_display_list_column_1.

· item_display_list_column_5
Description: Defines the field name to be displayed in the fifth column of the service contract item list.
Default Value: CONTRACT_ITEM_PRODUCT_DESC
Value Range: Same as the value range of item_display_list_column_1.

· item_display_list_column_6
Description: Defines the field name to be displayed in the sixth column of the service contract item list.
Default Value: CONTRACT_ITEM_STATUS
Value Range: Same as the value range of item_display_list_column_1.

· item_display_list_column_1_sort_enable
Description: Indicates whether the first column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_2_sort_enable
Description: Indicates whether the second column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_3_sort_enable
Description: Indicates whether the third column is enabled or disabled for sorting.
Default Value: 0
Value Range:

¡ 1 to enable

¡ 0 to disable

· item_display_list_column_4_sort_enable
Description: Indicates whether the fourth column is enabled or disabled for sorting.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_5_sort_enable
Description: Indicates whether the fifth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_6_sort_enable
Description: Indicates whether the sixth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_1_detail_enable
Description: Indicates whether the data in the first column has an enabled or disabled hyperlink to access the service contract item detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_2_detail_enable
Description: Indicates whether the data in the second column has an enabled or disabled hyperlink to access the service contract item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_3_detail_enable
Description: Indicates whether the data in the third column has an enabled or disabled hyperlink to access the service contract item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_4_detail_enable
Description: Indicates whether the data in the fourth column has an enabled or disabled hyperlink to access the service contract detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_5_detail_enable
Description: Indicates whether the data in the fifth column has an enabled or disabled hyperlink to access the service contract item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· item_display_list_column_6_detail_enable
Description: Indicates whether the data in the sixth column has an enabled or disabled hyperlink to access the service contract item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

For service contract item detail (object list):

· object_display_list_column_1
Description: Defines the field name to be displayed in the first column of the service contract item object list.
Default Value: CONTRACT_OBJECT_PRODUCT_ID
Value Range:

○ CONTRACT_OBJECT_PRODUCT_ID

○ CONTRACT_OBJECT_IBASE_NUMBER

○ CONTRACT_OBJECT_COMPONENT_ID

○ CONTRACT_OBJECT_IOBJECT_ID

○ CONTRACT_OBJECT_IDENTIFICATION

○ CONTRACT_OBJECT_DESCRIPTION

· object_display_list_column_2
Description: Defines the field name to be displayed in the second column of the service contract item object list.
Default Value: CONTRACT_OBJECT_IBASE_NUMBER
Value Range: Same as the value range of object_display_list_column_1.

· object_display_list_column_3
Description: Defines the field name to be displayed in the third column of the service contract item object list.
Default Value: CONTRACT_OBJECT_COMPONENT_ID
Value Range: Same as the value range of SCobject_display_list_column_1.

· object_display_list_column_4
Description: Defines the field name to be displayed in the fourth column of the service contract item object list.
Default Value: CONTRACT_OBJECT_IOBJECT_ID
Value Range: Same as the value range of object_display_list_column_1.

· object_display_list_column_5
Description: Defines the field name to be displayed in the fifth column of the service contract item object list.
Default Value: CONTRACT_OBJECT_IDENTIFICATION
Value Range: Same as the value range of object_display_list_column_1.

· object_display_list_column_6
Description: Defines the field name to be displayed in the sixth column of the service contract item object list.
Default Value: CONTRACT_OBJECT_DESCRIPTION
Value Range: Same as the value range of object_display_list_column_1.

· display_list_default_sort_field
Description: Defines the default field to sort by for the service contract list.
Default Value: CONTRACT_ID
Value Range:

○ CONTRACT_DATE

○ CONTRACT_ID

○ CONTRACT_DESCRIPTION

○ CONTRACT_EXTERNALREFERENCE

○ CONTRACT_STARTDATE

○ CONTRACT_ENDDATE

○ CONTRACT_STATUS

· item_display_list_default_sort_field
Description: Defines which default field to sort by for the service contract item list.
Default Value: CONTRACT_ITEM_ID
Value Range:

○ CONTRACT_ITEM_ID

○ CONTRACT_ITEM_PRODUCT_ID

○ CONTRACT_ITEM_PRODUCT_DESC

○ CONTRACT_ITEM_STATUS

○ CONTRACT_ITEM_QUANTITY

○ CONTRACT_ITEM_UNIT

· display_list_default_sort_type
Description: Defines which default type to sort by for the service contract list and the service contract item list.
Default Value: ASCENDING
Value Range:

○ DESCENDING

○ ASCENDING

· display_list_default_max_per_page
Description: Defines the maximum number of lines viewed per page for service contract list, service contract item list and service contract item object list upon a search.
Default Value: 5
Value Range: Any integer number greater than 0.

Complaint (Component complaint in XCM)

In the ICSS application, the Complaint function enables web users to submit complaints and to view the list of the complaints they have previously entered. Web users that are contacts of companies have access to their complaints and to those of their company.

Within the ICSS Complaint function, the contract selection only works if the Complaint item refers to a product catalog of type Sales and Service.

To use this function, the web user must be logged in.

· create_reqdesc_textarea_width
Description: You can specify a different width for the text area that holds the problem description in the complaint creation form.
Default Value: 55
Value Range: Any integer greater than 0, but we recommend a number between 10 and 100.

· create_reqdesc_textarea_lines
Description: You can specify a different number of lines for the text area that holds the complaint description in the complaint creation form.
Default Value: 4
Value Range: Any integer greater than 0, but we recommend a number between 3 and 15.

· create_reqshortdesc_width
Description: You can specify a different width for the field that holds the title of the complaint in the complaint creation form.
Default Value: 40
Value Range: Any integer greater than 0, but we recommend 40 (the same size as the short description in the backend system).

· max_nb_items_in_table
Description: Defines the maximum number of items viewed per page for a complaint.
Default Value: 3
Value Range: Any integer greater than 0.

· item_table_column_1
Description: Defines the field name to be displayed in the first column of the complaint item list in the complaint create page
Default Value: PRODUCT
Value Range:

○ PRODUCT

○ REFERENCE_OBJECT

○ QUANTITY

○ UNIT

○ REASON

○ ACTION_FOLLOW

○ ITEM_DESCRIPTION

○ NONE (this column will not be displayed)

· item_table_column_2
Description: Defines the field name to be displayed in the second column of the complaint item list in the complaint create page
Default Value: REFERENCE_OBJECT
Value Range: Same as possible values for item_table_column_1.

· item_table_column_3
Description: Defines the field name to be displayed in the third column of the complaint item list in the complaint create page
Default Value: QUANTITY
Value Range: Same as possible values for item_table_column_1.

· item_table_column_4
Description: Defines the field name to be displayed in the fourth column of the complaint item list in the complaint create page
Default Value: UNIT
Value Range: Same as possible values for item_table_column_1.

· item_table_column_5
Description: Defines the field name to be displayed in the fifth column of the complaint item list in the complaint create page
Default Value: REASON
Value Range: Same as possible values for item_table_column_1.

· item_table_column_6
Description: Defines the field name to be displayed in the sixth column of the complaint item list in the complaint create page
Default Value: ACTION_FOLLOW
Value Range: Same as possible values for item_table_column_1.

· item_table_column_7
Description: Defines the field name to be displayed in the seventh column of the complaint item list in the complaint create page
Default Value: ITEM_DESCRIPTION
Value Range: Same as possible values for item_table_column_1.

· display_list_column_1
Description: Defines the field name that will be displayed in the first column of the complaint list.
Default Value: COMPLAINT_CREATED_DATE
Value Range:

○ COMPLAINT_CREATED_DATE

○ COMPLAINT_ID

○ COMPLAINT_PRIORITY

○ COMPLAINT_DESCRIPTION

○ COMPLAINT_STATUS

· display_list_column_2
Description: Defines the field name that will be displayed in the second column of the complaint list.
Default Value: COMPLAINT _ID
Value Range: Same as the value range of display_list_column_1.

· display_list_column_3
Description: Defines the field name that will be displayed in the third column of the complaint list.
Default Value: COMPLAINT_PRIORITY
Value Range: Same as the value range of display_list_column_1.

· display_list_column_4
Description: Defines the field name that will be displayed in the fourth column of the complaint list.
Default Value: COMPLAINT_DESCRIPTION
Value Range: Same as the value range of display_list_column_1.

· display_list_column_5
Description: Defines the field name that will be displayed in the fifth column of the complaint list.
Default Value: COMPLAINT_STATUS
Value Range: Same as the value range of display_list_column_1.

· display_i_list_column_1
Description: Defines the field name to be displayed in the first column of the complaint item list.
Default Value: COMPLAINT_ ITEM_NUMBER
Value Range:-

○ COMPLAINT_ITEM_NUMBER

○ COMPLAINT_ITEM__DESCRIPTION

○ COMPLAINT_ITEM_STATUS

○ COMPLAINT_ITEM__PRODUCT

○ COMPLAINT_ITEM__QUANTITY

○ COMPLAINT_ITEM__UNIT

○ COMPLAINT_ITEM__RAISON

· display_i_list_column_2
Description: Defines the field name to be displayed in the second column of the complaint item list.
Default Value: COMPLAINT_ITEM__DESCRIPTION
Value Range: Same as the value range of display_i_list_column_1.

· display_i_list_column_3
Description: Defines the field name to be displayed in the third column of the complaint item list.
Default Value: COMPLAINT_ITEM_STATUS
Value Range: Same as the value range of display_i_list_column_1.

· display_i_list_column_4
Description: Defines the field name to be displayed in the fourth column of the complaint item list.
Default Value: COMPLAINT_ITEM__PRODUCT
Value Range: Same as the value range of display_i_list_column_1.

· display_i_list_column_5
Description: Defines the field name to be displayed in the fifth column of the complaint item list.
Default Value: COMPLAINT_ITEM__QUANTITY
Value Range: Same as the value range of COMPdisplay_i_list_column_1.

· display_i_list_column_6
Description: Defines the field name to be displayed in the sixth column of the complaint item list.
Default Value: COMPLAINT_ITEM__UNIT
Value Range: Same as the value range of display_i_list_column_1.

· display_i_list_column_7
Description: Defines the field name to be displayed in the seventh column of the complaint item list.
Default Value: COMPLAINT_ITEM__RAISON
Value Range: Same as the value range of display_i_list_column_1.

· display_list_column_1_sort_enable
Description: Indicates whether the first column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_2_sort_enable
Description: Indicates whether the second column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_3_sort_enable
Description: Indicates whether the third column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_4_sort_enable
Description: Indicates whether the fourth column is enabled or disabled for sorting.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_5_sort_enable
Description: Indicates whether the fifth column is enabled or disabled for sorting.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_1_detail_enable
Description: Indicates whether the data in the first column has an enabled or disabled hyperlink to access the complaint items.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_2_detail_enable
Description: Indicates whether the data in the second column has an enabled or disabled hyperlink to access the complaint items.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_3_detail_enable
Description: Indicates whether the data in the third column has an enabled or disabled hyperlink to access the complaint items.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_4_detail_enable
Description: Indicates whether the data in the fourth column has an enabled or disabled hyperlink to access the complaint items.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_column_5_detail_enable
Description: Indicates whether the data in the fifth column has an enabled or disabled hyperlink to access the complaint items.
Default Value: 0
Value Range:

¡ 1 to enable

¡ 0 to disable

· display_i_list_column_1_detail_enable
Description: Indicates whether the data in the first column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_i_list_column_2_detail_enable
Description: Indicates whether the data in the second column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_i_list_column_3_detail_enable
Description: Indicates whether the data in the third column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 1
Value Range:

○ 1 to enable

○ 0 to disable

· display_i_list_column_4_detail_enable
Description: Indicates whether the data in the fourth column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_i_list_column_5_detail_enable
Description: Indicates whether the data in the fifth column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_i_list_column_6_detail_enable
Description: Indicates whether the data in the sixth column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_i_list_column_7_detail_enable
Description: Indicates whether the data in the seventh column of the complaint items list has an enabled or disabled hyperlink to access the complaint item detail.
Default Value: 0
Value Range:

○ 1 to enable

○ 0 to disable

· display_list_default_sort_field
Description: Defines which default field to sort by for the complaint list.
Default Value: COMPLAINT_ID
Value Range:

○ COMPLAINT _CREATED_DATE

○ COMPLAINT _ID

○ COMPLAINT_PRIORITY

○ COMPLAINT _DESCRIPTION

○ COMPLAINT _STATUS

· display_list_default_sort_type
Description: Defines which default type to sort by for the complaint list.
Default Value: ASCENDING
Value Range:

○ DESCENDING

○ ASCENDING

· display_list_default_max_per_page
Description: Defines the maximum number of lines viewed per page for the complaint list upon a search.
Default Value: 10
Value Range: Any integer greater than 0.

· decimal_separator
Description: Defines the format of the decimal separator.
Default Value: , (comma)
Value Range: Any correct decimal separator.