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CRM_IC_TICKET_DESCR - Define Activity Descriptions

CRM_IC_TICKET_DESCR - Define Activity Descriptions

SUBST_MERGE_LIST - merge external lists to one complete list with #if... logic for R3up   General Material Data  
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In this Customizing activity, you make different settings relating to manual time recording.

  • You define the activity descriptions that are available for selection in manual time recording for each business role.
In the service ticket, agents can enter activity descriptions manually or select one of the proposed descriptions.
  • You assign a number to each activity description.
The numbering is used to uniquely identify an activity description. The numbering is also used to define the sequence of the entries in the dropdown box for selection of an activity description.
  • You define whether or not each description can be changed by agents.
When agents have selected an activity description in the service ticket, they can change this description in the manual entry field for a description, providing you make the appropriate setting in this activity.
  • If you want to use the CRM_TIMEREP_CREATE_SERVCONF report to subsequently evaluate the data for manual time recording, you assign a product to each number or description. The report automatically copies this product as a confirmation item into a confirmation.

The time data entered manually in the service ticket is stored in the CRMD_TIMEREP table.

  • Select the relevant IC WebClient profile - all existing business roles are listed in the table.
  • Select any text number.
  • Enter any appropriate activity description.
  • Specify whether the description can be changed by agents.
If you set the indicator, agents can change the selected description. If you do not set the indicator, agents cannot change the selected description.
  • Choose the relevant product if you want to use the CRM_TIMEREP_CREATE_SERVCONF report to evaluate manual time recording.
The input help displays all existing products in the system.

Report CRM_TIMEREP_CREATE_SERVCONF

You can use this report to automatically copy the time recording data in the service ticket to a confirmation. Each report can be used to generate one confirmation for one service ticket (service process).

The report evaluates the data that is assigned to the activity description numbers. In turn, the numbers are assigned a product in this activity. The product is copied automatically to the confirmation.

Note that the transaction type and item categories used must be suitable for the confirmation document to enable the product to be used to generate a valid complaint. If you have not done so already, make the relevant settings in Customizing for Customer Relationship Management under Transactions--> Basic Settings--> Define Transaction Types and under Transactions--> Basic Settings--> Define Item Categories.

This report is based on copying control. This allows you to use the report to generate a confirmation as follow-up transaction to the relevant service process. For more information about copying control, see the appropriate documentation in Customizing for Customer Relationship Management under Transactions --> Basic Settings--> Copying Control for Business Transactions --> Define Copying Control for Transaction Types.

You can call the report in transactions SA38 and SE38, or in the menu bar in your CRM system under System--> Services--> Reporting.






rdisp/max_wprun_time - Maximum work process run time   RFUMSV00 - Advance Return for Tax on Sales/Purchases  
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