ITSM Action Condition - when external ticket exists

[luigi_co]

Hi experts,

We are trying to limit a PPF action to be triggered only when an external ticket exists already for the Solman ticket, under the "External Helpdesk" tab.

However, there seems to be no SAP standard condition that can be used here, any ideas on how this can be done?

Thanks!

Regards,

Luigi

[ThomasHiesener]

Hi Luigi,

do you have this "External Helpdesk" tab?

Can you show me? Because we even don't have this tab.

Or do you mean this?

This is only if you're using SOLMAN ITSM

Thanks!

Thomas

[luigi_co]

Hi Thomas,

I mean this tab, which is by default hidden, but available in standard.

Luigi

[ThomasHiesener]

Hi Luigi,

I see. It's only available in ITSM. In ChaRM it's not.

[Kim_Heckscher]

Hi Luigi,

i didn't found any Standard so you will need to create an BADI Implementation for your Business Objects on Method MODIFY_CONTAINER. You need to Check the guid Ref on ict_incidentguid.

Best regards
Kim
Code Example (DATA declaration missing...)
**********************************************************************

* Parameter: Has External Refrence
* Starts and Stops Interface PPF-Actions if external Reference exists or not
**********************************************************************
WHEN 'EXT_REF_EXIST'.
"check if object was already saved to db (needed for comparison
SELECT SINGLE guid FROM crmd_orderadm_h INTO lv_guid_db WHERE guid = lv_guid .
IF lv_guid_db IS INITIAL.
CALL METHOD ci_parameter->set_value
EXPORTING
element_name = ls_value-element
data = abap_false
RECEIVING
retcode = lv_return.
CONTINUE.
ELSE.
SELECT SINGLE ( ict_guid ) INTO @lv_ict_guid FROM ict_incidentguid WHERE order_guid = @lv_guid.
IF sy-subrc = 0.
CALL METHOD ci_parameter->set_value
EXPORTING
element_name = ls_value-element
data = abap_true
RECEIVING
retcode = lv_return.
ENDIF.
IF sy-subrc <> 0.
CALL METHOD ci_parameter->set_value
EXPORTING
element_name = ls_value-element
data = abap_false
RECEIVING
retcode = lv_return.
ENDIF.
ENDIF.

[luigi_co]

Thanks Kim, will try this out!

Regards,

Luigi

[Kim_Heckscher]

OK. And then you need to create the Parameterdefinition for "EXT_REF_EXIST" in your Start or Schedule Condition and your Condition Definition like (&EXT_REF_EXIST& = X)