Introduction to SAP CRM Case Management- Part IV
As I mentioned in my last entry, SAP CRM Case Management allows linking transaction and documents to the case. This is provided by SAP NetWeaver Folders Management (http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-iii).
In this blog, I am going to cover other features available in Case Management.
Change History:
Display changes to the Case and Folder objects. Dates, time and users are registered.
CRM-specific Case Management BADIs:
The following BADIs are available in SAP CRM Case Management.
- CRM_CMG_ADD_OBJECT
Inserting New Object Types in a Record.
- CRM_CMG_COPY
Copying Cases.
- CRM_CMG_FIELD_ATTR
Change Field Attributes (Only Display, Hide) for Runtime.
- CRM_CMG_FILL_DDLB
Filling Customer-Specific Dropdown List.
- CRM_CMG_ON_CREATION
Data Transfer When Creating a Case. Example: Filling default values when creating case from Service Order application
Case Authorisations:
The following authorisations objects are available for case management. Additionally is possible to use the Access Control Engine (ACE) to flexibly control access to CRM cases.
- S_SCMG_CAS Case
This object defines authorizations for entire cases.
- S_SCMG_FLN Field-Level Authorization
This object defines authorizations for the attribute fields in a case header.
- S_SCMG_STA Status
This object defines authorizations to change the case status.
- S_SCMG_TXT Notes
This object defines authorizations for case notes.
BI – Reports available for SAP CRM Case Management:
The following queries are available for Case Management:
- Case Workload Analysis
You use this query to analyse the workload of cases by service organizations.
- Analysis of Sensitive Cases
You use this query to analyse the authorization level of cases.
- Planned Date of Case Closure
You use this query to analyse expiring cases.
- Case Relationship Analysis for Linked Business Partner .
You use this query to analyse business partners linked to cases.
- Case Escalation Analysis
You use this query to analyse number of activities linked to cases.
- Status Overview for Documents in Cases
You use this query to analyse various business transactions linked to cases.
To be continued…
Hi Lyda,
All 4 blog series are useful on case management, thank you for sharing.
Regards