C4C option to Escalate a Service Ticket

[AndrewGriffin]

Hi all,

We have been asked if we can remove the escalation functionality from the service ticket in Cloud for Customer as this will not be used by the customer.  Is there a way to do this in fine tuning or configuration, or is the only option for the Escalate/De-escalate button to be removed using the SDK?

Thanks,

Andrew

[AndrewGriffin · Accepted solution]

There have been no responses on this so I'll have to assume it can only be done through the SDK - I'll close the message.

[Former Member]

Thanks for quick response Griffin.

Will check with the OpenSAP course too.

Then, I am able to create custom buttons in sales and other related transactions through SDK. But in case of this Service, I couldn't find the screen name or related information in configuration explorer of UI designer.

If I could find the path, then can do it through extensibility explorer. Pls suggest with your inputs on this.

Regards

Swadini S

[AndrewGriffin]

Hi Swadini,

It's "Andrew", not "Griffin", Andrew is my first name/forename and Griffin is my family name/surname. 🙂

I do not have Service in a Solution currently so I am unable to assist with the Extensibility Explorer sorry. 

I'd suggest posting a new discussion in SCN, and/or enagage the services of a C4C consultancy with SDK capabilities.  You can also try raising an incident with SAP but as it is unlikely to be a system issue they are unlikely to assist.

Good luck!

Kind regards,

Andrew.

[Former Member]

Thank you Andrew. Will check and if I get idea will share with you

[Former Member]

Thanks a lot Andrew.

And for additional enhancement, I need to add new button in the service. Could you please assist me on adding new button to Service ticket through SDK.

Regards,

Swadini

[AndrewGriffin]

Hi Swadini,

I'd recommend that you read the following online resources:

http://scn.sap.com/community/business-bydesign/studio/blog/2014/04/02/video-how-tos-for-sap-cloud-ap...

http://scn.sap.com/message/16589034#16589034

http://help.sap.com/studio_cloud

http://help.sap.com/saphelpiis_studio_1602/KTP/Products/bf889ebdf45d4dd19d4a0e0bd39a07fb/LibraryStru...

There are also OpenSAP courses for the SDK that may interest you.

Kind regards,

Andrew.

[Former Member]

Hi Griffin,

I am also looking for the similar development. I couldn't find the Ticket screen in SDK configuration explorer pls help me with the technical details to enhance the Service Ticket screen through SDK.

Thank you!

Regards

Swadini

[AndrewGriffin]

In the Business Role you can block the escalate action which may serve as a better option for you Swadini.

Thanks,

Andrew.

[Former Member]

Hi Swadini ,

If you want enhance the standard Screen follow these steps , it will help you

1. Enhance the Std BO

2. Right click on XBO (std BO) and say enhance screen , here you have to select which screen you want enhance

3. then open the enhanced screen in UI designer and use Extensibility Explorer to modify the Std Screen.

Regards

Ravi

[pushkar_ranjan]

Please leverage the dedicated SAP Cloud for Customer community at SAP Cloud for Customer to ask these questions in the future.

Thank you.