URLs for Direct Navigation to Service Tickets

[nelson_raj2]

Hi guys,

I am trying to implement the functionality - Predetermining URLs for Direct Navigation as per the Administrator Guide.

We need this for the Object - Service Tickets.

However, the Item Type as mentioned in the UUID table does not include an entry for Service Tickets.

Do we know if we can use this feature for Service Tickets?

I tried to use COD_TICKET and even COD_TICKET_TT and it has not worked.

We are implementing a Customer Service scenario where this feature would be useful as a direct link to Escalated Tickets.

Please help!

Regards,

Nelson

[former_member195514 · Accepted solution]

Hi Nelson,

The thing type for Service Request is COD_SQR_AGENT_TT, Navigation to service request should work when you use UUID.

Regards

Sushant

[nelson_raj2 · Accepted solution]

Hi Sushant,

Thanks for your helpful response.

We tried this link but it did not work, I got a 404 error page.

Is the COD_SQR_AGENT_TT the thing type or the Param.type (the [y] as per the guide?)

Our link has the following format:

https://myNNNNNN.crm.ondemand.com/sap/public/byd/runtime?bo_ns=http://sap.com/thingTypes&bo=COD_GENE...

Please check and let us know.

Regards,

Nelson

[former_member195514 · Accepted solution]

Hi Nelson,

The Thing Type for Service Request is correct, but we do not support direct navigation using Internal ID yet for service request like we do for other objects, this has been added to backlog.

The alternative way of building a direct navigation link is using the technical ID (UUID) for service request, give this a try and see if this will work for you.

In the workflow rules, one of the available tokens is Technical ID

https://myNNNNNN.crm.ondemand.com/sap/byd/nav?bo=ServiceRequest&bo_ns=http%3a%2f%2fsap.com%2fxi%2fAP...TECHNICALID#

Example:

https://my305872.crm.ondemand.com/sap/byd/nav?bo=ServiceRequest&bo_ns=http%3a%2f%2fsap.com%2fxi%2fAP...

Regards

Sushant

[nelson_raj2 · Accepted solution]

Hi Sushant,

Thanks again for your reply, that was spot on!

I tried the example and it worked beautifully, we will try it with the Technical ID for now.

We will await the Internal ID feature as well.

Regards,

Nelson