transaction type not visible in one standard role where as visible in other

[Former Member]

HI Gurus,

it is very bizarre problem, it goes like this...

Standard Transaction type INIT "Incident" is not visible in standard role "IT servicepro", when we navigate through work centre "IT support"--> incident , it shows message "transactions not available",

where as same transaction in role "IC servcie desk Agent" in work centre "Incident" , it shows two transactions 1.incident and another service request".

though both are SAP standard role only.

then in such scenario, where should i maintain or change the settings (what settings ? ) to make it available/visible in role "IT servcie pro".

Please help it is critical...

Thanks,

G.One

[Former Member]

Hi,

Go to SPRO->CRM->Transactions->Basic Setting->define Tx Types

Select INI ( Tx type ) and then select Channel.

Check the entry for the channel with which u are login in.

For example : if u want ur tx to be visible only in IC , the entries in the channel tab shud be Interaction Center .

Hope this helps u.

Regards

Vishal

[Former Member]

hi,

the question is then how it is visible in one role and not in other role..?

as it is standard transaction type and standard role.

Please suggest,

Thanks,

G.one

[Former Member]

Hi,

IC Agent Role normally has a business transaction profile. Check it in the path

SPRO-> CRM->Interaction Center WebClient->Business Transaction Profiles. Select the business tranasction profile.

This drives the list of transactions that appear in IC Agent Role.

The assignment of the business transaction profile is done in t-code CRMC_UI_PROFILE--> Function Profile.

Hope this helps.

Thanks and regards,

Rinkal

[kavindra_joshi]

Check for the authorization objects in the su01. You might not be allowed to run the transaction because of PFCG authorizations.

Regards

Kavindra

[Former Member]

Hi,

when i open the function profile assigned to this role, there are many profiles , out of which i see "default_its" profile and then check the details using path spro> CRM> ic webclient> business transaction> define BT profile...

i select the profile "default_its" see in dialog structures in left, depended BT, nothing maintained inside same for other folders in the dialog structure.

Moreover the thing which is interesting is when you click workcentre incident in IC ITSD agent role , a pop up opens up and shows two transactions 1.Incident and the other "service request", now how is it possible, where can i check, as it is standard role and transactions.

Please help me understand ...

Now my problem is

case 1: if i create a new z transaction of type" INIT", will it appear in IC agent automatically or i need to assign channel to it.

case 2:and if i want to deactivate only this particular transaction in IC service desk agent role, is it done same way as CRM webui.

Please help me understand the basic difference between customising of IC agent based Transactions and CRM webui based transactions.

Thanks,

G.One

Edited by: wwgauravshah on Jan 10, 2012 10:46 AM