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Overview on Categorization Schema

Categorization in SAP CRM can be used for various applications like service orders, service requests, complaints, service confirmations, case management to name a few, Forms of Categorization Schema include hierarchical or using attributes, one of the advantages of using  categorization schema are that customer defects can be pinpointed to the exact nature by capturing the same through multilevel categorization.

Following Configurations are Involved in Categorization Schema:

Note: Step No 1 to Step No 8 are not mandatory when schema s need to be created for Service Requests

Step1: Defining Catalogs in SAP CRM: Catalogs are mainly used in SAP QM Management, they are used to encode qualitative contents described in formats which can be machine processed. Catalogs are defined under SAP CRM- Basic Functions- Catalogs Codes and Profiles- Define Catalogs. 


In the ex. given below  the catalog is defined as Y1- Printer Reason Code and  the catalog category is also assigned as C which is Overview of Damage/Defect. 

 

Step 2: Defining Code Groups and Codes : Once the Catalog is defined the next step is to define the code groups, followed by the codes, the code groups represent the first level category of issues, the second or third level of issues can be defined under codes. 

Step 3: Next click on codes below the code groups to define the second or third level issues.


 

Step 4: The next step is to define the code group profile, Code Group Profiles hold several code groups which are created within a catalog, Menu Path is  SAP-CRM-Basic Functions-Define Code Group Profiles-

Select the correct catalog  which has been defined, navigate through the code groups and codes which have been defined above, click on new entries and define the code group profile.


Step 5: Next click on code groups and click on new entries select the code group which had been defined above.

 

Step 6: The next step is to define the subject profile, subject profile holds the code group profile and code groups.


 

Step 7: Assign the code group profile to the subject profile as shown below.

Step 8: Subject Profiles cant be linked directly to the service request transaction type since the same cant be assigned  in service request  transaction type

Step 9: Hence the transaction type needs to be assigned to catalog categories under the menu path CRM-CRM Cross Application Components-Multilevel Categorization- Assign Transaction Types to Catalog Categories, ensure that the correct catalog category type is chosen 


Step 10: Log in to CRM Web Ui Service Role and click on Service Operations.


 

Step 11: Click on Create Categorization Schema.

Step 12: A new Schema would open enter the schema id, name and description, in the application area make sure you enter the Application Id as Service Order and assign the subject profile which you have defined in the value correctly, however service requests cant be linked to subject profile as mentioned earlier.



 

Step 13: Click on schema and then click on new you would get your category type, define the name and type of category type as shown below.


Step 14: Next Enter the subject code, the code catalog and the code group gets defaulted through the subject profile automatically

Step: 15: If second level issues need to be defined below the first level, then select the first level and click on new enter the category id, category name, category description enter the subject code, the code, catalog and the code group would default from the subject profile.


 

Step 16: Make sure that you go back to the schema and add the service request in the application area and assign the correct value in the service request application area. Save the schema and change the status to active before saving the schema.


 

Step 17: Next open the customized service request from the service role in CRM Web Ui to check if the schema has been successfully deployed 

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18 Comments

  1. Hi,

    Thanks for this wiki. But you could mention that step 2 to 8 are not mandatory for service requests. I think you need them for other types of business transaction, but not for BUS2000223 object category.

    Regards,

    Nicolas.

  2. Hi Nicolas,

    Thanks for the update Nicolas, I have made the changes are per your suggestions, I have added the note above, thanks again for getting the same published.

     

    Kind Regards

    Atul

  3. Former Member

    Hi , thank you for this WIKI.

    my question is can i add more than 4 level category ? 

    i tried to add fied CAT05 and get an error BSP error 

    • The following error text was processed in the system:
      The picklist field //BTCATEGORYFIRST/CAT05 has no valuehelp descriptor.

    do you know why ? have you try 5 level of categories ?

     

    1. Hi Lior,

      Are you creating the categorization for Service Request or for Service Order, if you are creating it for Service Request, then the system already has 8 levels of categorization 4 for subject and 4 for reason.

       

      Kind Regards

      Atul

  4. Former Member

    Hi Lior,

    Kindly check the KBA 1922044 if you are still facing the issue. Thank you.

    Best regards,

    Mayoo

    1. Former Member

      Hi , thank you for your answer. 

      i have another question did you aware if it's possible to add another categorization block to service request, by using the type Complaint/  Causes . 

       

      Best regards , 

      Lior

  5. Former Member

    Hi experts, 

    Does anyone try to use 3 categorization block in one service request transaction. 

    1. subject profile
    2. damage/ defect 
    3. complaint/ causes

    Best regards,  Lior

    1. Former Member

       

      Hi Lior,

      I have a similar requirement of displaying the 3rd categorization block. Didyou find a solution for your question?

      I have tried to analyze the existing multilevel categorization concept of service request and I am confused totally. Please help me in understanding this.

      How SAP is differentiating the Reason and Subject multilevel categorizations? If I create two different schemas and assign it to service request transaction type then there should be some logic to show the 1st schema values on Reason block and 2nd Schema values on Subject block.  In the similar way if I create a 3rd schema and assign it to Service request then what will be the scenario? 

      Please help me in undersating this. So that I will try to display the 3rd Categorization schema as well.

      Thanks & Regards

         Bala.

       

  6. Hi Experts ,

    In which table all the categorization schemas are stores ? 

    I have one requirement for this , all the 4 categories shown on alv report . 

    I am awaiting your reply . 

    Regards,

    Puneet Mittal

    1. Hi Puneet,

      These are the tables for Categorization Schema:

       

      CRMC_ERMS_CAT_HI–>Hierarchy

      CRMC_ERMS_CAT_CT–>Category Description

      CRMC_ERMS_CAT_OR–>Subject code Mapping

      Regards,

      Luis

  7. Former Member

    Hi,

    thanks for the the very helpfull wiki. I have a doubt about having two different categorization blocks, one referred to schema A and the other referred to schema B.

    I see in your print screen, you have two blocks: Reason and Subject. How did you where able to do that?

    I hope you can help me, because I have no chance to understand....

     

    Thanks and Regards,

    CL

  8. Former Member

    Hi,

    I have noticed that when you activate a new version of the schema, existing tickets still have the obsolete version of the schema. This implies that if you add a field in the categorization, you will not be able to select it on documents that were created before the new version was activated.

    Is there an easy solution for this (without having to recreate all those documents)?

     

    Thanks,

    Philip

  9. Former Member

    Hello Everybody, as I found out it is possible to create a categorization WITHOUT using catalogs. What is the Advantage or disadvantage of using a catalog and assigning it to every category of the Multi Level categorization?

  10. Former Member

    Hi Oliver,

    Do you have any information regarding Advantage or disadvantage of using a catalog and assigning it to every category of the Multi Level categorization?

    Hope you have (smile)

     

    Regards,

  11. Former Member

    Sorry but until now nobody could give me an answer to that  (sad).

  12. Former Member

    SLA calculation using categories from cat. schema (subject or reason) via CRMD_SERV_SLA (Service and Response profile), Auto complete, Automatic Dispatch based on defined fields. in BI reports, etc.

  13. Former Member

    please help me to add the category in the FM CRM_ORDER_MAINTAIN.  there is no option i found to pass the category in the BAPI.

  14. Former Member

    The category is passed in the IT_SUBJECT import parameter of the Function module CRM_ORDER_MAINTAIN.  Also the subject structure can be passed using the IT_SERVICE_OS import parameter and that has a subobject for SUBJECT (in a mutli-tier arrangement) which holds the same information.  If I call CRM_ORDER_MAINTAIN I actually translate the SUBJECT and REFOBJ records into a SERVICE_OS structure as I find different parts of the code internally look at SERVICE_OS and not the individual REFOBJ and SUBJECT records.

     

    Also in regard to the linking of Business Transaction types to a schema/category/values, if you have access to run SQL queries in SAP directly (T-Code DB02→Diagnostics→SQL Editor) then you can extract the schema with the below (in the example I am extracting for custom Business Transaction types Y*)

    SELECT PT.PROCESS_TYPE, PTT.P_DESCRIPTION, ASP.ASP_ID, AT.ASP_DESC, CA.CAT_ID, CT.CAT_DESC
    FROM CRMC_PROC_TYPE AS PT
    JOIN CRMC_PROC_TYPE_T AS PTT ON PTT.CLIENT = PT.CLIENT AND PTT.LANGU = 'E' AND PTT.PROCESS_TYPE = PT.PROCESS_TYPE
    JOIN CRMC_ERMS_CAT_SP AS SP ON SP.CLIENT = PT.CLIENT AND LEFT(SP.SCHEME_VAL,4) = PT.PROCESS_TYPE AND SP.SCHEME_PAR = 'TXN_TYPE_AND_CATALOGTYPE'
    JOIN CRMC_ERMS_CAT_OK AS OK ON OK.CLIENT = SP.CLIENT AND OK.OBJ_EXTKEY = SP.SCHEME_GUID
    JOIN CRMC_ERMS_CAT_LN AS LN ON LN.CLIENT = SP.CLIENT AND LN.OBJ_GUID = OK.OBJ_GUID AND LN.LNK_TYPE = 'has_aa'
    JOIN CRMC_ERMS_CAT_CA AS CA ON CA.CLIENT = SP.CLIENT AND CA.ASP_GUID = LN.CAT_GUID
    JOIN CRMC_ERMS_CAT_CT AS CT ON CT.CLIENT = SP.CLIENT AND CT.LANG = 'E' AND CT.CAT_GUID = CA.CAT_GUID
    JOIN CRMC_ERMS_CAT_AS AS ASP ON ASP.CLIENT = SP.CLIENT AND ASP.ASP_GUID = LN.CAT_GUID
    JOIN CRMC_ERMS_CAT_AT AS AT ON AT.CLIENT = SP.CLIENT AND AT.LANG = 'E' AND AT.ASP_GUID = LN.CAT_GUID
    WHERE PT.PROCESS_TYPE LIKE 'Y%'
    ORDER BY PT.PROCESS_TYPE, SP.SCHEME_ID, CA.CAT_ID

     

    As you can see there is a tenuous link where it stores the trantype as a string CRMC_ERMS_CAT_SP under the schema parameter TXN_TYPE_AND_CATALOGTYPE

    For multi-level categorization the SQL is slightly different:

    SELECT PT.PROCESS_TYPE, PTT.P_DESCRIPTION, AH.SUBJECT_PROFILE AS SUBJECT_PROFILE,SP2.SCHEME_GUID,LN.OBJ_GUID ,CA.CAT_ID, CT.CAT_DESC
    FROM CRMC_PROC_TYPE AS PT
    JOIN CRMC_PROC_TYPE_T AS PTT ON PTT.CLIENT = PT.CLIENT AND PTT.LANGU = 'E' AND PTT.PROCESS_TYPE = PT.PROCESS_TYPE
    JOIN CRMC_ACTIVITY_H AS AH ON AH.CLIENT = PT.CLIENT AND AH.PROCESS_TYPE = PT.PROCESS_TYPE
    JOIN CRMC_ERMS_CAT_SP AS SP2 ON SP2.CLIENT = PT.CLIENT AND SP2.SCHEME_PAR = 'SUBJECT_PROFILE' AND SP2.SCHEME_VAL = AH.SUBJECT_PROFILE
    JOIN CRMC_ERMS_CAT_OK AS OK ON OK.CLIENT = PT.CLIENT AND OK.OBJ_EXTKEY = SP2.SCHEME_GUID
    JOIN CRMC_ERMS_CAT_LN AS LN ON LN.CLIENT = PT.CLIENT AND LN.OBJ_GUID = OK.OBJ_GUID AND LN.LNK_TYPE = 'has_aa'
    JOIN CRMC_ERMS_CAT_CA AS CA ON CA.CLIENT = PT.CLIENT AND CA.ASP_GUID = LN.CAT_GUID
    JOIN CRMC_ERMS_CAT_CT AS CT ON CT.CLIENT = PT.CLIENT AND CT.LANG = 'E' AND CT.CAT_GUID = CA.CAT_GUID
    WHERE PT.PROCESS_TYPE = 'YRIP'
    ORDER BY PT.PROCESS_TYPE, SP2.SCHEME_ID, CA.CAT_ID

    Hope this helps someone, I had to work backwards not knowing how the configuration was done (I work in ECC more than CRM) and didn't know the web GUI part to find out the values (smile)

    Cheers,

    Jason