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Agent Inbox - Service ticket Vs Service ordervi

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

Tags:
Former Member
replied

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

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