1.14.1 Automatic Case Notes in Case Management (New)
Use
This release note is only relevant if upgrading from SAP CRM 5.0.
As of Release SAP CRM 5.1, the automatic creation of case notes is supported. This makes it possible to have T100 messages or manually created notes automatically created as case notes in the relevant case. Additionally, you can use the Business Add-In CRM_CMG_NOTES_ADD to manipulate the
automatically created case notes before saving.
See also
For more information, see the funtion module CRM_CMG_ADDNOTES and the Business Add-In CRM_CMG_NOTES_ADD.
1.14.2 Case Management (Enhanced)
Use
This release note is only relevant if upgrading from SAP CRM 5.0. Case Management contains an expanded set of functions listed below:
- Enhanced authorization control for case access: By connecting the CRM case to the Access Control Engine (ACE) tool, flexible access control is available. By default, access is granted only to cases assigned to the same organizational unit. You can define additional authorization rules using the ACE tool. For example, you may want to assign case access to a certain level of employee, such managers, who are in different organizational units or territories.
- Automatic creation of case notes: A case note can now be created automatically to inform a case worker about events that occurred and affect the case. You can define additional attributes for your case notes to store additional information, for example, a note status.
- Creating e-mails from cases: You can create an e-mail from a case and append any necessary documentation about the case to send to another case processor or person responsible. This streamlines the case handling process.
- Customizing Case Note Attributes: You can customize note attributes by modifying the structure delivered for Case Management notes. You do this by adding fields for data types in the ABAP Dictionary in the delivered customer include CI_CMG_NOTE_ATTR.
- Reassignment of business partners in linked objects: If you transfer an ongoing case to another case processor or department, all outstanding case business partners and their associated activities are automatically transferred with the case. You can use the delivered BAdI Reassign Business Partners in Linked Objects to influence this behavior.
- Repetitive tasks: You can flag tasks and activities contained in a case as 'repetitive' and maintain the parameters for the repetition of this task. When you complete a repetitive task, the follow-up task of the same type will be created automatically. A default repetitive task is part of the standard delivery, however, you can configure your own repetitive task. To see how the default is configured and use it as a reference for your own configuration, see the explanation of the process in the IMG. - Linking related cases: In addition to the existing hierarchical case structures (sub-cases, superior
cases), you can link cases which are related, but do not form a hierarchy. This can give case processors a different overview of how cases may be related.
- Case closing profiles: The case closing profile lets you define how open dependent transactions should be handled that are contained in a case that is to be closed. In addition, you can define case closing profiles for specific business transactions that may differ from standard business
transactions. A BAdI is also provided so you define additional tasks for the case closing profile. - Case archiving: After cases are closed, you can extract cases from the database and archive the
information. You can also call up archived information for various case types if you want to analyze archived case information.
- Enhanced case categorization: You can define attributes and link types to extend your case categories. You do this in transaction EEWB when you want add attributes or linked objects that will be added to the category modeler. The EEW business object CATEGORY_ENHANCEMENT gives you the option of creating category attributes and/or object links to the category.
- Case APIs and data exchange: APIs and BAPIs are provided to search, read and modify cases, and to export and import cases via SAP XI in an XML format. This allows access to case information from other applications, as well as importing cases and case information from one CRM system to another via an XI server.
- Case Search Scenario: You can set the search scenario for searching cases by choosing between Standard and SAF/TREX. The SAF/TREX scenario is faster and allows the system to handle more complicated search requests.
- Application / Form Processing: The CRM WebRequest component supports the online form-based processing of claims and applications. When an application (WebRequest) is created based on an inbound (XML) message, this message must be added as the original document to the created WebRequest. Therefore, the external interface for the CRM WebRequest provides an additional parameter to add this document.
- Case Management -> Extended Customizing -> Define Case Closing Profile
- Case Management -> Extended Customizing -> BAdI: Define Additional Tasks for Case Closing Profile
- Case Management -> Process Partners -> BAdI: Reassign Business Partners in Linked Objects
- Case Management -> Extended Customizing -> Case Archiving -> CRM Data Archiving Process - Here you find several BAdIs and an archiving activity and an explanation of the archiving process.
- Case Management -> Extended Customizing -> Special Settings -> BAdI: BAPIs for Case Parameters ->BAdI: Change BAPI Parameters - Here you find several BAdIs that influence the BAPI import parameters
- Case Management -> Extended Customizing -> Case Import and Export with XI - Here you find activities for manually exporting cases to XI, monitoring cases exported to XI as well as multiple BAdIs for customer enhancements with XI and mapping and import and export functions. - Case Management -> Extended Customizing -> Define Search Scenario
- Customer Relationship Management -> Transactions -> Settings for Activities -> Configure Repetitive Tasks
- Case Management -> Extended Customizing -> ACE Implementation
1.14.3 Case Management (Enhanced)
Use
This release note is only relevant if upgrading from SAP CRM 5.0. The following functions are available:
- Enhanced authorization control for case access: By connecting the CRM case to the Access
Control Engine (ACE) tool, flexible access control is available. By default, access is granted only to cases assigned to the same organizational unit. You can define additional authorization rules using the ACE tool. For example, you may want to assign case access to a certain level of employee, such managers, who are in different organizational units or territories.
- Automatic creation of case notes: A case note can now be created automatically to inform a case
worker about events that occurred and affect the case. You can define additional attributes for your case notes to store additional information, for example, a note status.
- Creating e-mails from cases: You can create an e-mail from a case and append any necessary
documentation about the case to send to another case processor or person responsible. This streamlines the case handling process.
- Customizing Case Note Attributes: You can customize note attributes by modifying the structure
delivered for Case Management notes. You do this by adding fields for data types in the ABAP Dictionary in the delivered customer include CI_CMG_NOTE_ATTR.
- Reassignment of business partners in linked objects: If you transfer an ongoing case to another
case processor or department, all outstanding case business partners and their associated activities are automatically transferred with the case. You can use the delivered BAdI Reassign Business Partners in Linked Objects to influence this behavior.
- Repetitive tasks: You can flag tasks and activities contained in a case as 'repetitive' and maintain
the parameters for the repetition of this task. When you complete a repetitive task, the follow-up task of the same type will be created automatically. A default repetitive task is part of the standard delivery, however, you can configure your own repetitive task. To see how the default is configured and use it as a reference for your own configuration, see the explanation of the process in the IMG. - Linking related cases: In addition to the existing hierarchical case structures (sub-cases, superior
cases), you can link cases which are related, but do not form a hierarchy. This can give case processors a different overview of how cases may be related.
- Case closing profiles: The case closing profile lets you define how open dependent transactions
should be handled that are contained in a case that is to be closed. In addition, you can define case closing profiles for specific business transactions that may differ from standard business
transactions. A BAdI is also provided so you define additional tasks for the case closing profile. - Case archiving: After cases are closed, you can extract cases from the database and archive the
information. You can also call up archived information for various case types if you want to analyze archived case information.
- Time-dependant data visualization: You can access and maintain information about the primary
person of a case directly within the case without navigating to the business partner record for this person. This is used, for example, if the critical, case-dependent information about the primary person changes, thus affecting a case or claim. You can flexibly define the set of information available in a specific case depending on the case type.
- Enhanced case categorization: You can define attributes and link types to extend your case
categories. You do this in transaction EEWB when you want add attributes or linked objects that will be added to the category modeler. The EEW business object CATEGORY_ENHANCEMENT gives you the option of creating category attributes and/or object links to the category.
- Case APIs and data exchange: APIs and BAPIs are provided to search, read and modify cases, and
to export and import cases via SAP XI in an XML format. This allows access to case information from other applications, as well as importing cases and case information from one CRM system to another via an XI server.
- Case Search Scenario: You can set the search scenario for searching cases by choosing between
Standard and SAF/TREX. The SAF/TREX scenario is faster and allows the system to handle more complicated search requests.
- Application / Form Processing: The CRM WebRequest component supports the online form-based
processing of claims and applications. When an application (WebRequest) is created based on an inbound (XML) message, this message must be added as the original document to the created WebRequest. Therefore, the external interface for the CRM WebRequest provides an additional parameter to add this document.
Effects on Customizing
- Case Management -> Extended Customizing -> Define Case Closing Profile
- Case Management -> Extended Customizing -> BAdI: Define Additional Tasks for Case Closing Profile
- Case Management -> Process Partners -> BAdI: Reassign Business Partners in Linked Objects
- Case Management -> Extended Customizing -> Case Archiving -> CRM Data Archiving Process - Here you find several BAdIs and an archiving activity and an explanation of the archiving process.
- Case Management -> Extended Customizing -> Special Settings -> BAdI: BAPIs for Case Parameters ->BAdI: Change BAPI Parameters - Here you find several BAdIs that influence the BAPI import parameters
- Case Management -> Extended Customizing -> Case Import and Export with XI - Here you find activities for manually exporting cases to XI, monitoring cases exported to XI as well as multiple BAdIs for customer enhancements with XI and mapping and import and export functions.
- Case Management -> Extended Customizing -> Define Search Scenario
- Customer Realtionship Management -> Transactions -> Settings for Activities -> Configure Repetitive Tasks
- Case Management -> Extended Customizing -> ACE Implementation