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URLs for Direct Navigation to Service Tickets

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 Member
Former Member replied

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%2fCRM%2fGlobal&node=Root&operation=Open&key_type=APC_V_UUID&object_key=#TECHNICALID#

Example:

https://my305872.crm.ondemand.com/sap/byd/nav?bo=ServiceRequest&bo_ns=http%3a%2f%2fsap.com%2fxi%2fAP%2fCRM%2fGlobal&node=Root&operation=Open&key_type=APC_V_UUID&object_key=00163E0C0E611EE5959EAA870E65DB58


Regards

Sushant

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