If you have an existing knowledge base for handling technical problems and customer inquiries, you can use the external interface (XIF) for a mass transfer of this information to the Solution Database (SDB). For example, the existing knowledge base could be a legacy knowledge application or office-type application.
For technical information on the external interface for the SDB, see the documentation for the following function modules:
CRMXIF_SYMPTOM_SAVE
CRMXIF_SOLUTION_SAVE
You have defined all field values, except date, time, user ID,
legacy problem ID, and legacy solution ID in the SAP CRM system Customizing
for Solution Database.
Note
The legacy problem ID and legacy solution ID are the keys used to uniquely identify the problem or solution in the legacy system.
The data you have defined in Customizing for the Solution
Database
is consistent, for example:
The problem subtype that you specify when creating a problem of
a given problem type is allowed for that problem type in Define
Problem Subtypes for Each Problem Type
.
The solution subtype that you specify when creating a solution
of a given solution type is allowed for that solution type in Define
Solution Subtypes for Each Solution Type
.
The catalog that you specify when creating a problem or solution
of a given type, is allowed for that problem or solution type in Define
Problem Types
and Define Solution Types
respectively.
In the SAP CRM system, you have created the business objects that you want to assign to problems or solutions.
You have configured the SAP CRM system to allow these types of
business objects to be assigned to problems of a given problem type and to
solutions. You can check this in Customizing for Customer Relationship
Management
, by choosing :
If data does not exist or is inconsistent, the problem or solution is not created. Instead, the system returns an error message.
Compile the SDB index after transferring problems and solutions to the SDB, or after deleting problems and solutions from the SDB. For more information, see Knowledge Base Compilation.
After you transfer the problems and solutions to the SDB, you can list the transferred problems and solutions by their legacy ID with the CRM_SDB_LIST_IMP_SYMPTOMS and CRM_SDB_LIST_IMP_SOLUTIONS programs. The list contains:
Problem number or solution number in the SDB
Status (created or released)
Description
Legacy ID
By double-clicking a problem or solution in the list, you can display the problem details or solution details in the SDB.
You can display the legacy ID in SAP GUI, while maintaining a problem
or solution in the SDB by choosing Solution Admin.
The
legacy ID is only displayed if the problem or solution was transferred from
a legacy system.