This document help us to update the business transaction document (Ex: Service Ticket) created through ERMS.

Email response management system will create a document based on the spro settings. The ERMS settings can be found from the path

SPRO->Customer Relationship Management->Email Response Management System->Service Manager->Define Service Manager Profile.

Here i would like to explain with example, I will consider the service ticket as business document created out of the ERMS.

The Service ticket created based on the erms workflow as a background process. Suppose if we want to update the document with some custom field data we can do this by two process.

1: We can create a EC function module to trigger while saving ( This will be triggered while manual creation of document also but some cases not required to update the custom data automatically in manual creation ) 

2: We can maintain a custom service ID and can assign this service ID to service manager profile.( This process also can be used to fill some prerequisites for ERMS flow, something like BP check and if it is not valid we can use a dummy BP id before creating the document)

Customizing the service id and Service manager profile is not a difficult task. We need to create a custom service ID and should be mapped to service manager profile.

The custom service ID should be assigned with a custom class where in we have to write the logic to update the document.


Creation of Service ID

SPRO->Customer Relationship Management->Email Response Management System->Service Manager->Define Services.

Here we can create a custom service id entry and can be assign custom class to the service ID.

Assign the service ID to service manager Profile

SPRO->Customer Relationship Management->Email Response Management System->Service Manager->Define Service Manger Profile->Directly Called Services.

Here we can assign the custom service ID, the same sequence as mentioned here will be executed while executing the workflow.

The custom class (SE24) should be created with interface IF_CRM_ERMS_SERVICE, the interface method “Execute” should be used to write the custom logic. This method will have parameter of type CL_CRM_ERMS_SERVICE_MANAGER can be used to retrieve all the data related to ERMS.

I hope this document would little bit helpful. Please give comments and suggestions to improve the document.

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