on 01-10-2016 6:03 PM
I am trying to set up ERMS with Multi level Categorization .
I have configured Repository , Service Manager Profile , Rule Modeler , E-Mail Profile , Inbound , Outbound and Workflow settings necessary for ERMS .
For Multi Level Categorization :
1 ) In Multilevel Categorization , we have Application area we have , What shall we select in terms of Application Id , Parameter and Value .
2) Transaction Type to Catalog Category we have Transaction Type , Description ,Catalog Category .
In Transaction Type we can select Service Ticket or Incident and Catalog Category what is Category to be selected , "C" ,"D", " E " or something other . C and D probably are for Service Request and E is for Cause .
Again , If Auto Complete is needed , we tick and from More we can go to Auto Complete which will give us option in terms of Template .
The Templates available are Service Order Template , Problems and Solution , Standard Response , Mail Form template , Service Request .
What is that which is going to suit our purpose for ERMS ???
Hi Sanjeep,
What is your release version? Have a quick look at this knowledge article on how to set up & configure an ERMS. There is a detailed documentation, encompassing all possible aspects including multi level categorization. See note 896925
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Thanks Thomas !!!
I don't have an access now that's y I am not able to log in and access the OSS Notes . Anyway Thanks !!!
If you can send me the link then I can access it Or you can answer me .I only want , What I need to configure for Application Area and which is the Catalog category to be used for the Transaction type and what Transaction type to be used .
I am using CRM 7.0
Hello Sanjeev,
It's been many years since I have worked with ERMS or Mulit-Level Categorization, but from what I remember for ERMS you want to choose the following for your schema:
Application Area = Rule Modeler
Parameter = Context
Value = E-Mail Response Management System
Also, assuming that you are using the new Service Request business object and not the old Service Ticket business object, make sure that you are using the new method of determination of categorization schema based on transaction type/catalog category combination that works for the Service Request, rather than the old method of “determination of categorization schema based on subject profile that was used for Service Tickets.
Regards,
John
Thanks a lot John .
I really wanted you to answer this question as you are SME in this . I have gone through your documentation and blogs .
But I need some clarification .
1) I researched and had a simple doubt . I want clarification on the VALUE part . I found out we can use Rule Modeler as Application Id
Parameter - Context
Value as Service Request Management .
The Value will be Service Request Management or E-Mail Response Management System ???
Please Would you mind clarifying on that .
2) In Application Id , You suggest us to use Service Request as Transaction Type and Catalog Category to be selected as "C= Defect Location / Object " or "D = Overview of Damage " and If I want to use Auto Complete I can use Service Request Template .
Sorry Sanjeev, I haven't really worked on this topic in quite some years so I'm probably not the best person to ask. However, I was able to find this old screenshot. Though as I mentioned, if you are using the newer Service Request object, then you will want to use the newer transaction type/catalog rather than the old subject profile approach that is used for Service Tickets.
Thanks John ,
Yes , I am using the newer version so I will be using Service Request as Transaction Type and Catalog Category to be selected will be "C= Defect Location / Object " or "D = Overview of Damage " .
But I want clarification on Application area . Do I need to use Service Request Management or E-Mail Response Management System as VALUE ?
I want to close it as most of my query is solved , I just want some clarification on the VALUE part . If somebody can pitch in and help be with that .
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