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Function documentationCreation of Service Confirmations for Service Tickets

 

Note Note

The following information applies only if you have chosen to use the IC-specific business transactions rather than the standard CRM business transactions. For more information, see Specifics for Interaction Center: Business Transactions.

End of the note.

You can use this report to automatically transfer data from manual time recording in the service ticket into a service confirmation.

Prerequisites

  • You have assigned a product for each activity description number in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Business Transaction Next navigation step Service Ticket Next navigation step Define Activity Descriptions End of the navigation path.

  • You can call report CRM_TIMEREP_CREATE_SERVCONF either using transactions SA38 and SE38 or under Start of the navigation path System Next navigation step Services Next navigation step Reporting End of the navigation path in SAP CRM.

  • To create a valid service confirmation with the product, the transaction type and item categories you are using must be suitable for use in service confirmation documents. If necessary, make the corresponding settings in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types End of the navigation path and Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Item Categories End of the navigation path. For more information, see the documentation for these activities.

Features

  • This report evaluates the data that is assigned to activity description numbers. During this process, the product that is assigned to an activity description number is automatically transferred to the service confirmation. For each report, the system can generate a service confirmation for exactly one service ticket.

  • This report is based on copy control. So, when you execute this report, you create a service confirmation as a follow-up transaction to the corresponding service process.

More Information

For more information about service confirmations, see Service Confirmations.

For more information about copying control, see the Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Copying Control for Business Transactions Next navigation step Define Copy Control for Transaction Types End of the navigation path.