Creating service tickets type in C4C

[Former Member]

Hi,

I want to define new service ticket types.

What's the best way of setting this up?

Regards,

Subhasish

[Former Member · Accepted solution]

1. Go to Business Configuration - Implementation Projects

2. Open Activity List

3. Go to Fine Tuning

4. Search for "Tickets for Customer Support"

5. You'll find fine tuning activity called "Maintain Document Types"

[Former Member · Accepted solution]

Thanks Karan.

I did that but in the create new ticket screen I'm only getting the following options:

1. Resource Request

2. Service Order

3. Service Request

I have maintained the document types but its not showing up in the new ticket screen.

Anything more I have to do.

Regards,

Subhasish

[Former Member · Accepted solution]

No, nothing else needs to be done. Once you've saved your fine-tuning changes, just log off and login again, and the Z service type should appear in the "Type" field of Tickets.

If it doesn't work, share 2 screenshots - one showing screen where's you've defined document type for tickets and the other one showing dropdown for "type" field of Tickets.

Thanks

karan

[Former Member · Accepted solution]

Thanks Karan.

I have logged off and logged back in but still the issue remains.

I have attached the screenshot.

Please help.

Regards,

Subhasish

[Former Member · Accepted solution]

In the process variant, select "Customer Support".

Thanks

Karan

[Former Member · Accepted solution]

Hi Karan,

Just did that but still I'm still getting the same options i.e. Resource request , service order & service request and not able to see the new ticket types in the dropdown option.

The status schema is "Service Order".

Is that correct?

Regards,

Subhasish

[Former Member · Accepted solution]

Without having a look at your system, it's difficult for me to tell what's missing.

Lync meeting?

[Former Member · Accepted solution]

https://my312297.crm.ondemand.com

Hi Karan,

I'm happy to share the tenant with the admin user details.

User - serviceadmin01

pwd - Welcome1

Its a demo tenant so all good.

Hope this is ok.

Regards,

Subhasish

[Former Member · Accepted solution]

Everything seems to be working fine (see screenshot). Didn't really do anything. Some of the Z document types have default status schema, others have service order. Everything looks perfect.

Please mark this question as answered.

[Former Member · Accepted solution]

Hi Karan,

Fantastic its working now !!!

Thanks for your help.

Not sure why I couldn't see that before.

But its all good now.

Regards,

Subhasish

[Former Member]

Hi,

I am facing the same issue, not able to see the Zfields on the screen ticket type.

What is the resolution for this.

Regards,

Prathiba