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.