"Subject" and "Codes" - Urgent !!!

[Former Member]

Hi experts,

I have a question about configuring the screen layout of a Support Desk Message.

In CIC screen (Transaction CIC0) I find only the "Subject" field and not the "Code" field

so I can't have tow levels of categories

does anyone know how can I add the "Code" field??

Thank you very much,

Avichai

[Former Member]

Hey avichai,

Actually subject profile has something called as catalog.

Catalog has something called code group.

Code group has something called as codes.

Now u need to add codes.

What i will adivse you is:

1) Copy standard catalog and code group( belonging to say SLFN transaction type) and its codes into ZCATALOG, ZCODEGROUPS And so on.

2) now in the z code groups, define your codes.

3) assign the zcode grp to your Z catlog

4) assign this z catalog to zsybject profile

5) use spro activity ( define transaction type) on the left u have customizing header, assign the z subjct profile to your relevant transaction type

HOw o find whats the subject prof for the transactionn type ??

Answer: Same as point 5 mentioned above.

Since i dont have access to the system, i cant give more detailed steps.

[Former Member]

Hi Avichai,

I came across this best practices doc on CICO transaction (CRM) and thought if it might help you.

http://help.sap.com/bestpractices/industry/hightech/v346c/documentation/CRM/H53_BPP_EN_DE.DOC.

Please let me know if its helpful.

Br,

Sri

[Former Member]

Hi Sri.

I didn't find any helpful information in this document.

Maybe I wasn't clear, I will try to explain better.

I'm implementing the Service process scenario of the CRM system (the service desk) I want to be able to divide the notification created by the end user into 2 levels of categories (for example first level - Authorization and the second level is removing a Role) when I open the notification (in CIC0 transaction) I cant find any fields for categorizing the notification, The only field available for this is the "Subject" field but its only one level...

How can I add more levels??

Thank you very much for your help

Avichai

[Former Member]

Hello Avichai,

Please check this.

SPRO --> CRM --> Basic functions --> Catalogs,Codes and Profiles.

The Subject profile SLFN0001 contains the catalogue I1 which contains the code groups. This code groups contain the codes that can be entered in the screen.

Hopefully this info helps u.

Br,

Sri

(Your points drive us)

[Former Member]

Hi Sri,

I know that i can configure the subject profile and change the code groups and the codes

but when the agent uses the CIC for maintaining the support message, there is no option for categorizing the message in 2 levels (the categorizing can be done there only by the "Subject" field and no sub-category available...)

How can i add second level of categorizing the message??

Best Regards,

Avichai

[raguraman_c]

Hi,

Already you had posted a topic on Categories.

Was that helpful? How is that different from this requirement?

Can you Explain?

--Ragu

[Former Member]

Hi Ragu,

Maybe my question is not clear...

I need to categorize the support message into categories

for example :

message type <u>Authorization</u> and then the Subjects for this message type will be :

1. Add a Role

2. Remove a Role

another message type will be <u>Basis</u>and then the subjects for this message type will be :

1. Problem with a printer

2. Lock a user

so I need tow levels of categorizing and the second level depends on the first level.

Transaction CIC0 in R/3 has this option to categorize the notification, but in the solution manager i can't find it....

Hope you can help

Best Regards,

Avichai

[former_member191441]

Anybody know if we have a solution for this

Different gategories. Each category that have its own list of subjects?

Thank you in advance