Smart Form for Service Desk

[Former Member]

Hey All

I have a pretty simple question to ask to anyone who has configured Service Desk. Actually i want to send the End User an email whenever the status of the message he created is changed to User Feedback. Am doing it currently with the help of an action. What I am not sure of is which Smart Form is best for this purpose. Currently I am using this :

Form Name: CRM_SLFN_ORDER_SERVICE_01

Processing Class: CL_DOC_PROCESSING_CRM_ORDER

Processing Method: CRM_SRVORDER_EXEC_SMART_FORM

The problem is that the form usually only contains the first description entered in the message. I want it to have complete correspondence ie all the descriptions, reply and solutions that are there in the message.

Regards

Bilal Nazir

[Former Member]

Can anyone please tell me what each of these Text_Types signify

(01,11,15,16,99,SD)

They are the values of a field TEXT_TYPE in DNOD_NOTIF_T table.

Regards

Bilal

[Former Member]

It is actually quite easy for your ABAPer to copy the form and make the changes. We have done exactly this. I send e-mail whenever a status is changed or someone else is assigned to the issue.

[Former Member]

Hi Bilal,

We copied the standard Form: CRM_SLFN_ORDER_SERVICE_01 and made some modifications to it to fit our needs. We wanted to display all text types in the description field and to display it in descending order by date and time.

Here's the code that we created:

Create Structure and Table type below:

1. Structure: ZTEXT_HEADER_01

Description: Text header for ZRMD_ORDER

Component Component Type Data type Length Decimal Short text

TDOBJECT TDOBJECT CHAR 10 0 Texts: application object

TDID TDID CHAR 4 0 Text ID

TDTEXT TDTEXT CHAR 30 0 Short text

TDLINE TDLINE CHAR 132 0 Text line

TDFDATE TDFDATE DATS 8 0 Date creat

TDFTIME TDFTIME TIMS 6 0 Time Created

2. Table Type: ZTEXT_HEADER_01_TAB

Short text : Table of Text header for ZRMD_ORDER

Line type: ZTEXT_HEADER_01.

At Global definition:

- Add Variables: (table below)

Variable name Type assignment Associated type Default value

ZGT_TEXT TYPE CRMT_TEXT_WRKT

ZGS_TEXT TYPE CRMT_TEXT_WRK

ZGT_TEXT_HEADER TYPE ZTEXT_HEADER_01_TAB

ZGS_TEXT_HEADER TYPE ZTEXT_HEADER_01

ZTDLINE TYPE TLINE

ZGV_DISABLE_TEXT TYPE C ‘Y’

- At the Initialization routine: Add the logics to get the long text right after saved the support message. Store long text into buffer (internal table - GT_TEXT_HEADER) and format it, sort the internal table descending by date and time.

• Build the Long text for out put

data: ZLT_ttxit TYPE TTXIT.

• Spread out the text line for this

refresh: ZGT_TEXT,

ZGT_TEXT_HEADER.

ZGT_TEXT[] = gt_text[].

Delete ZGT_TEXT where ( STXH-TDID = 'SUZZ' OR STXH-TDID = 'ZZ'

OR STXH-TDID = 'SUSD' OR STXH-TDID = 'SD').

• Sort descending by date and time

sort ZGT_TEXT descending by STXH-TDFDATE

STXH-TDFTIME.

• Build the Text header table

loop at ZGT_TEXT into ZGS_TEXT.

clear ZGS_TEXT_HEADER.

• Text ID

ZGS_TEXT_HEADER-TDID = ZGS_TEXT-STXH-TDID.

• Text Title

READ TABLE gt_textid INTO ZLT_ttxit

WITH KEY TDID = ZGS_TEXT-STXH-TDID.

IF SY-SUBRC = 0.

ZGS_TEXT_HEADER-TDTEXT = ZLT_ttxit-TDTEXT.

ENDIF.

• Time and date

ZGS_TEXT_HEADER-TDFDATE = ZGS_TEXT-STXH-TDFDATE.

ZGS_TEXT_HEADER-TDFTIME = ZGS_TEXT-STXH-TDFTIME.

append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.

clear ZGS_TEXT_HEADER.

• Detail:

loop at ZGS_TEXT-LINES into ZTDLINE.

ZGS_TEXT_HEADER-TDLINE = ZTDLINE-TDLINE.

append ZGS_TEXT_HEADER TO ZGT_TEXT_HEADER.

endloop.

• Make separated line

clear ZGS_TEXT_HEADER.

append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.

endloop.

1.Add component under Main Main Window named “NEW_TEXT” (New Text for Text Header) to display title: Long texts

2.Add under Main Main Window new loop named “NEW_TEXT_HEADER_LOOP” (Transaction Header Long Texts) to display long text details for each of difference text ID.

This loop is using the internal table GT_TEXT_HEADER:

- Print out the Text ID, Date, time changed at the Text:

“NEW_TEXT_HEADER_TEXTID_DESC”

- Print out the Details of long text at text “NEW_TEXT_HEADER_TEXTID_DATA”.

3.Skip the old logics of printout of long text by set condition ZGV_DISABLE_TEXT <> ‘Y’. At the following component under Main Main Window :

- “TEXT_HEADER_LOOP” - Transaction Header Long Texts.

- “GET_TEXTID_TEXT” - Text ID Description.

- “TEXT_HEADER_TEXTID_DESC” - Text ID Description, Date.

- “TEXT_HEADER_TEXTID_DATA” - Long Text

- “TEXT_HEADER_EMPTY_LINE” - Blank Line.

The formatting didn't work properly for the tables in this reply section, it's removing the spaces.

Let me know if it was helpful.

Regards,

Salpi

<b>Note: This documentation/code is delivered as is, and Bombardier Aerospace makes no warranty as to its accuracy or use. Any use of this documentation/code is at the risk of the user.</b>

[raguraman_c]

Hi,

Did you approach your ABAP team regarding this?

--Ragu