Extending employee object fields to ticket overview screen

[former_member66250]

Dear Experts,

I am using SAP service cloud (c4c) in a employee support scenario. We receive Hr queries in the system and we assign them to the respective service and support teams basis locations. Hence, it is extremely important for us to populate the country/location fields in the ticket object (Ticket overview screen). However, there is no such standard field in the ticket object for location/country. Hence, we want to pull that information from the employee object and populate the same on the ticket overview screen.

Tenant: myxxxxxx.crm.ondemand.com

Please help me in achieving this.

Thank you

Sonu kumar

[former_member226]

Hi,

There could be multiple solutions to your problem.

1. If you just want to pull the employee address information from Employee BO to Service Ticket UI then you can simply go to adaptation mode and add standard address related information from "BuyerParty" as shown. It will show entire address of the employee associated.

party-in-ui.png

2. If you are not satisfied with the standard offering then you can customize it based on your need by creating customer field either by PDI or by KUT.

• In the case of PDI created field just enable the service as shown in ProcessExtentionScenario and include it in field definition in PDI

pdi.png

• In the case of KUT based field enable the service in UI.

kut.png

3. Once this custom field is created then simply write a logic to copuy the party address to this custom field as well.

4. Finally using UI designer or Adaptation mode add these newly created field to UI.

Thanks

Saurabh

[former_member66250]

Hi Saurabh,

Thank you for the information. As I am not very good at creating PDI solutions.

I tried the 1st option to add the address snapshot fields in the ticket UI, and have added the fields in the odata (thats the only option there, no extension scenarios listed). That doesnt seem to populate details of the address when I enter in the employee details in the ticket, or after submitting a ticket.

If possible, please share detailed information for me to retry this.

We are using employee support scenario. Service Cloud.

Thank you

Sonu Kumar

[former_member66250]

Hi Saurabh,

I treid the options you suggested. It seems the above suggestions doesnt apply to employee support tickets. I used the adaptation mode and extended the address fields (buyer party) as you suggested. I added multiple address fields, city, adress line 1 etc, however it didnt populate the details. I am ok with the SAP standard solution as long as it auto populates the employees location on selecting the employee in the reported by section. Please help

[former_member226]

Hello Sonu,

hmmm. Unfortunately, I didn't check this behavior for it in the case of the Employee Support Scenario. However, in such case, I cannot think of any standard way to deal with it. BR