Agent Inbox - Service ticket Vs Service ordervi

[kanthimathikris]

Dear Experts,

I have requirement of navigating to Service ticket from Agent Inbox.

By default the system opens up the service order, to achieve this I have done the following implementation in the BADI "CRM_ICWC_SERVICE_NAV".

method IF_EX_CRM_ICWC_SERVICE_NAV~NAVIGATE.

case iv_process_type.

when 'TSVO'.

• navigate to Service Ticket

rv_navigation_link = 'ServiceToSrvTHead'. "#EC NOTEXT

return.

when 'ZTRN'.

• navigate to Service Ticket

rv_navigation_link = 'ServiceToSrvTHead'. "#EC NOTEXT

return.

when others.

• navigate to "normal" Service Order

rv_navigation_link = 'ServiceToServHeader'. "#EC NOTEXT

return.

endcase.

endmethod.

My transaction type is ZTRN, I have activated this implementation and also deactivated the standard one.

But still I am not getting the Service ticket view...where am I missing?

Regards,

lKanthimathi

[I040107 · Accepted solution]

Hi all,

if you want open a Business Transaction Service Ticket from the Inbox you need to set the following BT into this customizing entry :

IMG->Customer Relationship Management->Interaction Center WebClient->Business Transaction->Define Transaction Type for Navigation

Here, you have to add your transaction type .

Best Regards,

Filippo

[xavier_dehairs2 · Accepted solution]

Sounds like we have our missing step here

[kanthimathikris]

But this event is not triggered when I click on the hyperlink for category?

Moreover the BADI to be called is CRM_ICWC_SERVICE_NAV

[xavier_dehairs2]

Then, just put a breakpoint in DO_HANDLE_EVENT to see which event is triggerred when you click on your ST in the Inbox and debug to see what happens. Sorry that it does not work as i explained, this was at least like that previously.

Regards,

Xavier

[kanthimathikris]

Hi,

Thanks for your reply. I changed the navigation link and still it doesn't work.

How do we find the exact Navigation link?

When I put a breakpoint in cl_exithandler class I could not see the call for the BADI

CRM_ICWC_SERVICE_NAV?

Regards,

Kanthimathi

[xavier_dehairs2]

In the component of the Inbox (ICCMP_INBOX) if you look at method EH_ONITEMPICK of IMPL class of the view InboxItems (CL_ICCMP_IN_INBOXITEMS_IMPL), you will find the call to the BADI:

line 83:

• Call the BAdI to influence the navigation

• .. Get the instance of the BAdI

IF gr_badi IS INITIAL.

CALL METHOD cl_exithandler=>get_instance

EXPORTING

exit_name = 'CRM_IC_NAVI_BADI'

null_instance_accepted = 'X'

CHANGING

instance = gr_badi.

ENDIF.

Hope that this will help you finding the problem.

[xavier_dehairs2]

These are the 2 values you need:

service TYPE string VALUE 'AuiItemsEvService',

serviceticket TYPE string VALUE 'AuiItemsEvServiceTicket'

found in include CRM_AUI_NAVLINKS

Regards,

Xavier

Edited by: Xavier De Hairs on Sep 9, 2008 11:10 AM

[xavier_dehairs2]

Hi, are you sure of the name of your navigation link ? Is it the one that goes from AuiItem to SrvtHead ? You need to check if Inbox view the name of the navigation link that goes from there to the Service Ticket view.

Otherwise, what you do is ok, this should work.

Rgds,

Xavier