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CRM 5.0 - IC WebClient - Service Ticket vs Service Order Navigation

Hi Gurus

Have any of you experts out there used the Badi: Navigation to Service Ticket and Service Order.

This Badi is located at: SPRO->IMG->Customer Relationship Management

->Interaction Center Webclient->Business Transactions->Service Ticket

->Business Add-Ins (Badi)s.

We are using Service Tickets only, yet when searching in the Inbox we locate our Service Ticket Transactions, when we select the Transaction it opens in Service Order view, not Service Ticket view.

My understanding is that this Badi can resolve the issue, does anyone have an example of the code they've used in this Badi to force navigation to the Service Ticket.

This is highly critical to our implimentation, therefore maximum points for the right answer

Many Thanks

Panduranga

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Former Member
Former Member replied

Hi Panduranga ,

Here is a method in BADI.

pay attention that's only one BADI can be active so deactivate default BADI.

method IF_EX_CRM_ICWC_SERVICE_NAV~NAVIGATE.
    case iv_process_type.

     when 'TSVO'.                                           "#EC NOTEXT
* navigate to Service Ticket
       rv_navigation_link = 'ServiceToSrvTHead'.            "#EC NOTEXT
       return.

     when 'ZTSV'.                                           "#EC NOTEXT
* navigate to Service Ticket
       rv_navigation_link = 'ServiceToSrvTHead'.            "#EC NOTEXT
       return.
*    when 'WRS1'.                                           "#EC NOTEXT
* navigate to WebRequest

      when others.
* navigate to "normal" Service Order
        rv_navigation_link = 'ServiceToServHeader'.         "#EC NOTEXT
        return.
    endcase.
endmethod.

Good Luck

Eli Steklov

<b>Please Reward Points if it Helps </b>

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