Web Form for creating tickets in CRM 7.0

[Former Member]

Hello,

we have a CRM System based on 7.0 and want to use EIC, additionally we have an ERP system 6.0 based on EHP4. We want, that users open tickets via a web form. In CRM the standard is not useable. Is there a good standard web form for tickets in EHP4 for ERP which we can use and then only forwarding the ticket to EIC (CRM) instead of EIC for ERP?

Regards,

Alexander

[Pazahanick_Jarr]

Hi Alexander

If you are refering to the ESS Web Request in ERP EIC than the standard delivered fucntionality uses a workflow (WS 17900089) to send the data to the ERP EIC inbox so you may be able to modify that (though I am not a workflow expert).

On a side note enclosed is some new functionality that appears to be coming with EHP5 (based on CRM IC)

/people/jarret.pazahanick/blog/2010/05/06/what-is-new-with-the-employee-interaction-center-in-ehp5

Thanks

Jarret

[Former Member]

Dear Jarret,

thanks for the answer. I don't think it is so easy to change the workflow, but what we will do, is to activate on a sandbox the ERP EHP4 and check how the web form is constructed by SAP. We could then use this knowledge to build our own web form for the EIC based on CRM.

REgards,

Alexander

[Pazahanick_Jarr]

That seems like a good plan and it wouldnt suprise me to see that functionality added in a future release.