Question:
In web CIC I confirm the account and select the service ticket the web is adding materal "DUMMY" as a service line item even though DUMMY is not a material. (error message given)
If I save in the web open the S1 document in the CRM gui then I see "DUMMY" added as a material under the services tab.
If I create the S1 in the CRM gui this does not happen. I have been flipping thru config but can not see why I get this material gets added when processed in the web CIC.
Answer:
here is the answer from SAP >>>
Please inform yourself of the ServiceTicket in the SAP-library
with following LINK:
http://help.sap.com/saphelp_crm40/helpdata/en/a5/
bdd940c2653126e10000000a1550b0/frameset.htm
When you create a service ticket in IC WebClient,
...In the background, the system creates automatically an item
in the newly generated service order (service ticket).
-> BADI: CRM_SERVICEPROD_BADI
-> IMG > CRM > IC Web > Business Transaction > Business AddIns
> Business Add-In for Service Orders in Simplified Help Desk
************************************************************************method IF_EX_CRM_SERVICEPROD_BADI~PROVIDE_SERVICE_PRODUCT .
* here you define the service product to be used for automatic
* service item creation in the simplified Service Order in the
* Interaction Center Web Client
* create a product of type Service in the master data and
* set the export parameter ev_product_id to the product_id of
* that product
* it is possible to use different products in different profiles
* set ev_product_id to initial (blank) in case you want to use the
Service Ticket without an item
* which might be the case if you do not use SLA parameters
case iv_profile.
when others.
ev_product_id = 'DUMMY'.
endcase.
endmethod.
************************************************************************
Please set the BADI so your default material is determined instead of
Dummy.