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Service product INVESTIGATION not found

When IC agents confirm a customer, create a service request, they select category”Complaint” and “Production” in Subject form, they get an alert “Service product INVESTIGATION not found”.

When create a service ticket in IC WebClient, in the background, the system creates automatically an item. For this purpose a dummy service product is necessary. You have two options:

1) Use the  DUMMY-serviceproduct called INVESTIGATION. You must define it in product master as a  product type Service, add a Sales Organization and a unit of measure.

2) Use your own product as dummy product. For this you should use BADI CRM_SERVICEPROD_BADI  and also maintaining master data for your product in a similar way as described for product INVESTIGATION.

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  • Hi,

    We are in CRM EHP3.

    In the Service Order the product is not getting defaulted,can you please explain how i can default the product for the Service Request.