In my last blog I mentioned the possible scenarios for SAP Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/04/introduction-to-sap-crm-case-management-part-i). In this blog I am going to explain the capabilities of SAP CRM Case Management.
SAP CRM Case Management has the following features:
Case ID :
Unique case identification ID. Case ID could be assigned manually or automatically.
- Automatic assignment:
This is controlled by configuration and the Case ID must be a numeric value
- Manual assignment
The entered ID has to be within the range configured. Only numbers or letters can be used.
Case Description and External Reference:
These attributes are free text fields to describe the case content. Uses are optional but are helpful for searching and identifying the case content.
Case Main Partners: Person Responsible, Processor & Organization:
- Can be used to assign a Case to processor and ownership entities.
- Automatic assignment is possible by implementing the assignment logic in a BAdI.
- Additionally partner functions can be added to the partner procedure.
You can manage associated cases in a hierarchy. To do this, you need to assign a higher level case.
Any number of Cases can be linked in any number of levels using case hierarchy assignment block.
Pre-defined priorities that are useful for workload distribution and case searching. They are relevant for all Case Types.
Case Categorisation uses of the CRM Multilevel Categorisation functionality, allowing you to assign a Case to a Category of a multilevel categorization schema.
Case Management supports assigning one or more Document and/or Activity Templates to Categories. Upon Case Categorisation the corresponding Documents / Activities are created and linked to the Case.
User-defined Statuses per case type. User status must be mapped to SAP System Statuses.
The following is the standard behaviour for SAP System status.
Case Object life-cycle
Open for input
002 In Process
Open for input
Closed for input except moving to other status. Setting this status triggers Case Close function
Closed for input
Closing Case (case closing profile):
This functionality is triggered when a user status which is mapped to system status “Closed” is set. The case closing profile is assigned to a case type. It has one default close reaction rule and several transaction-type-specific close reaction rules. There is a BAdI available for additional customer-specific checks.
Case closing profile could set one of the following actions:
- Do not close case if open transactions exist
An error message is displayed if the user tries to close the case and an open transaction exists in this case.
- Close case and close open transactions
The case is closed and a PPF action is scheduled that closes all open transactions in this case.
- Prompt to close case; if yes, close open transactions
If there is an open transaction in the case, the user is asked if the case should be closed or left open. If yes, the case is closed and a PPF action will be scheduled to close all open transactions in this case.
- Close case and do not close open transactions
The case is closed whether or not there are open transactions and open transactions are not closed.
- Prompt to close case; if yes, do not close open transactions
If there is an open transaction in this case, the user is asked if the case should be closed or left open. If yes, the case is closed, but open transactions will not be closed.
In general a Closed Case can be reopened, however if transactions have been closed will not be reopened automatically.
Case Notes are free text entries into the Case Notes assignment block. Case Notes use text profile to control the text ID available to enter comments.
It is possible to implement logic for automatic creation of Notes using the BAdI CRM_CMG_NOTES_ADD or by executing an action within the Business Rule Framework (BRF).
Notes are displayed in assignment block “Notes”.
Case Print Preview:
The Print Preview function in SAP CRM creates a PDF document containing the Case Attributes and Object linkages. Print function is based on Smart Form SCMG_SMART_FORM_CASE.
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