Automatic IBase selection in CRM

[Former Member]

Hi,

I've noticed that when customer creates an incident using solman workcenter IBase gets selected automatically, while in CRM the same customer has to choose it manually. Please see the attachment.

Is there a way to select IBase automatically for customer using CRM WEB UI?

Best Regards,

Nerijus.

[rahul_yedapally]

Hi Tiago,

As per  above issue we have two cases

1. Directly when we raised an incident to SAP , IBase automatically filled UP - its an know fact

directly sending an incident to from solution Manager .

2. if you raise an incident directly from SM_CRM (UI screen )

Need to create an Business partner with sold to party and Assign the Ibase (ECP InstallationNumber )in identification tab to BP

Thanks,

Rahul Yedapally

[VinodBhat]

Hi,

Did you get any solution for your requirement? We have similar requirement. Would be great if you can share your thoughts.

Thanks,

Vinod

[Former Member]

Hello Vinod and Nerijus,

Did you found the solution to this problem?

My company is facing the same issue....

Thanks a lot,

Tiago

[Former Member]

Hi Tiago,

You can realize this functionality using the BRF plus framework.

Please find additional information about this topic in the following documents.

Under the link you will find from a tutorial about BRF plus many furhter links with samples.

Hope this helps you to solve your issues.

Best Regards,

Philipp

[Former Member]

Hello Phillipp

First of all, thanks a lot for your replies.

However i'm still in doubt, it is really necessary to implement the rule by BRF to discorver the sold-to Party? Or can we automatically determinate it by using the same method of reported by (using the partner determination procedure of the transaction type 'ZMIN')?

ZMIN is our copy from SMIN.

Thanks a lot in advance,

Tiago Moreira

[Former Member]

Hi Tago,

May I ask you to explain this a little more in detail.

Would you like the Sold to Party or the IBase component?

And what would be your field you determine the value?

When you want to determine a Sold to Party based on the IBase component you can configure with ease in IB52.

Or you can use PFAC to create a similar determination as for the 'Responsibility for Service Desk Message'.

Best Regards,

Philipp

[Former Member]

Hello Philipp,

We thought that the Sold-to Party was inherited from the IBase component. However we are unable to determine the IBase component.

Could you detail the better method to obtain IBase component and after that, how can we obtain the Sold-to Party?

Thanks a lot for your help and patience,

Tiago

[Former Member]

Hi Tiago,

In this case it is like Rahul already discribe it.

[..]

2. if you raise an incident directly from SM_CRM (UI screen )

Need to create an Business partner with sold to party and Assign the Ibase (ECP InstallationNumber )in identification tab to BP

[..]

When you create the ticket in SAP Solution Manager, the ticket does not know the related IBase.

For an automatic determination, you can for example define the IBase based on the reporter (creator) of the ticket. This would work when you have for each component a dedicated supportteam member.

Then you can create a rule that for example user Jon Doe is related to component 1234.

When now Jon Doe create a ticket, the IBase component 1234 is selected and based on the component you can determine the Sold-To-Party.

Best Regards,

Philipp

[Former Member]

Hello once again,

Right now we have the following configuratio:

However in the crm_ui the ibase field remains empty:

To determine the sold-to Party we are using the AIC1 sequence.

Do you have any clue about what we are doing wrong?

Thanks a lot,

Tiago

[Former Member]

Hi Tiago,

I found the following post, this could be helpfull. The scenario looks similar to the issue you have.

Best Regards,

Philipp