BPMN / Case Management / CRM tools and OPA

We were looking at some BPMN / Case Management tools for a POC. In short we already own a few licenses of Lombardi and decided to put OPA behind it.
I was floored when Lombardi couldn't discover OPA web services. The problem is Lombardi's lack of support for all things standard in web services.
But what other BPMN / Case Management / CRM tools have people successfully integrated with OPA even for a POC? Specifically what tools have been integrated with the OPA 10.x web service interfaces?
Obviously Siebel works... Do people in this forum have any other experiences they can share?

Hi Paul, looks like you didn't get many takers from the crowd here.
In general the following are known to work well for consuming OPA web services:
* Oracle Fusion Middleware (of course)
* PeopleSoft Tools
* Custom .NET client applications
* Tibco
* IBM Websphere
I'm sure there are many others that people have used in practice.
The ones listed above are certified for various versions as being capable of consuming OPA web services. See slide 10 of the system requirements presentation, here:
http://content.oracle.com/technetwork/apps-tech/policy-automation/documentation/opa10-4-0-systemreqs-1577335.pdf
Davin.

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Case management: Partner confirmation and subsequent case creation

Hi,
When i confirm a partner and then click case, the partner number does NOT reflect when the case details open. Is this the standard functionality or am I missing to activate or configure something here. For instance when i create a lead, the partner confirmed before gets automatically reflected in the lead details. In this issue of case, I am right now manually adding the partner. Please clarify on this.
My second query is about triggering an action (mail) to the related partner when i 'save' the case. Any input here would be appreciated.
Thank You,
Amar.

Hello Amar,
I'm afraid that I can't add much additional value here. For your second point about emails I would normally suggest OneOrder PPF (Post Processing Framework) actions. But I assume that these only work in One Order documents and not for the case. Perhaps someone else can confirm?
And I am not aware of any additional enhancements to Case Management, except for some Investigate Case Management functionality rolled out in CRM 7.0 targeted at the public sector (e.g., government and law enformance agencies). My recommendation would be to look at the new IT-IL based Incident/Service Request IT Service Management functionality available in CRM 7.0 which provides a lot more power and flexibility than the old Case Management (or Service Ticket) functionality.
Best regards,
John

How to achieve Number Ranges in third party CRM tool and in SAP CRM

Hello Guru's,
My business requirement is I have to create LEAD from third party CRM tool to SAP CRM and vice versa i want to maintain number ranges for created lead in both side.
How can I achieve this please provide me your valuable suggestions and document.
Thank's In Advance

Hi,
In SAP IMG screen maintain the external number range in CRM through the below path.
CRM-Transactions-basic setting-Define Number range.
Also maintain the same number range for lead in the third party crm.
Regards,
Ashish

Standard Business Content & Data Targets for Case Management & CRM Survey

Dear Friends,
We are implementing CRM2007 with BW3.5 for reports for CRM Analytics. We require to Identify the Standard Data Targets & Standard Business Content (Reports) available for the following:
1. Case Management
2. CRM Survey (We have already been able to identify Data targets in BW3.5 for Web Survey & in CRM 2007 we have been able to identify Data targets for CRM Survey, as well as Web Survey. Our requirement is identifying Data Target for CRM Survey)
Please guide.
Regards,
Rajesh Banka

hi,
You can find the planning scenarios related to planning ifor CRM at this link http://help.sap.com/SAPHELP_SEM350BW/helpdata/EN/05/242537cedf2056e10000009b38f936/frameset.htm
You can also find the details on demo content for the same at http://help.sap.com/SAPHELP_SEM350BW/helpdata/EN/05/242537cedf2056e10000009b38f936/frameset.htm
Regards,
Deepti

Case management - some questions

History of the Case Management, which is the appropriate
How do CRM Case Management history records?
CRM Integration for BPM - Case management and BPM - is it possibble?
Is preferable Case management as a WF?
There is a personal file in the CRM Business Partner?
Integration of CRM tasks and Universal Worklist - is it possibble?
Documents can be archived to external DMS?
Can Case Management track terms and automatically trigger actions?
What has to be Case? - Any activity or set of related activities together (decision, appeal in response to an appeal, ...)
How are connected Record and Case Management?
Thank you.

Hi,
1. Does Oracle Case Management solution supports De Dup check for suctomer data ?
------Duplicate SR check can be implemented in Service Request module (i.e. Form Based Module) based on item/instance/customer using profiles/setup (Check Teleservice implementation guide - 'Setting Up Duplicate Checking'). It cannot be implemented in Case Management module.
2. In case management can we create another case from case work item screen ?
------There iss no out of the box solution given by oracle to create a new cae from existing case. However customiztion can be done for this which will call 'case creation API' to generate a new case.
3. Can we customize case management screens ?
-------OAF personalization can be used to personalize case management screens as per business requirement. Refer 'OAF personalization guide_R12' for this.
Thanks & Rgds,
Gaurav Joshi.

Tools and Methodologies...

Hi,
Can anybody provide me some document or link to prepare short case study on Tools and Methodologies for migrating data from multiple legacy systems to SAP BW.
Its quite urgent plz...
Regards,
Rohini

Hi Rohini,
Please go through this:
http://help.sap.com/saphelp_erp2004/helpdata/en/ad/2d54a41d7011d2b42e006094b944c8/frameset.htm
Best regards,
Eugene

New Support Case Manager (web)

I know this forum is about mobile apps, but I wasn't sure where to post this.
Has anyone had trouble with the new web version of the Support Case Manager? I use various flavors of IE (v10 mostly. Would love to use something else, but this is a corporate image. Two things I have problems with...
-When entering a new ticket, the Case Description gives me a lot of trouble. The cursor is slow to respond, and if I enter a lot of text, the box doesn't scroll down to the bottom. I have a paragraph of text, but the text box is still showing the first few sentances, not showing the bottom, so I can't continue to enter text. I have to prepare everything in Notepad, then copy/paste.
-In the old version it was pretty easy to see all my companies open SRs (even ones I didn't open). I can still do it with the Advanced Filter, but it would be great if you could save those queries or make that one of the pre-defined drop down options.
If
If
If this isn't the right place to direct this feedback, let me know where I should go.
Thanks,
Tom

Hi Tom,
I am the new Product Manger for the Support Case Manager (SCM) application, and will try to direct you towards resolution of this issue.
First - Are you using any Citrix Client or VM application to launch the browser and run SCM? What operating system is this browser launched from? We have observed this issue on Citrix clients, and it is registered as a known bug/error.
Second - The following are the recommended browsers and corresponding versions for SCM:
Browser
Version
Microsoft Internet Explorer
8, 9
Mozilla FireFox
10 and Above
Google Chrome
20 and above
Safari
5 and above
Have you tried with these recommended versions? IE10 is not fully supported yet.
Finally - the option of saving queries in the Advanced Fileter is an enhancement request thats is also registered on our list of product enhancements. It will be prioritized amongst other requests and then implemented in a future release. At this time, we do not have the visibility of an exact date of such feature additions.
Thanks,
Pavan Mandava

Getting TF42008: The test case management package could not be loaded. Verify that Visual Studio Test Tool is installed and try again.

We are trying to run unit tests in TFS server.
Below is the System Configuration:
Visual studio version: VS 2013 Ultimate
TFS: TFS 2013
For this we have created a build and able to run the build successfully. And build page showing one link for Test result. When we click on this link, we got below error message.
"Getting TF42008: The test case management package could not be loaded. Verify that Visual Studio Test Tool is installed and try again."
And below is the screenshot of the error message. So please let us know is there and thing else we need to do to solve this issue?

Hi RS,
Thanks for your reply.
Yes, if you want to open and view test result on your laptop, you need install the VS 2013 on your laptop as well.
We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time. Thanks for helping make community forums a great place.
Click
HERE to participate the survey.

"Disk Utility has lost its connection with the Disk Management Tool and cannot continue. Please quit and relaunch Disk Utility." Trying to format my iomega external HD for use with Mac

Hi. Trying to connect iomega ext. HD. i have to reformat for Mac. When i plug in & go to Disk Utility,the external shows up and i'm supposed to click "partition". When i do, a box comes up saying ""Disk Utility has lost its connection with the Disk Management Tool and cannot continue. Please quit and relaunch Disk Utility." I quit and relaunched, same results. After googling my question, i came up with this:
"Disk Utility has lost its connection with the Disk Management Tool and cannot continue. Please quit and relaunch Disk Utility."
(Quitting and reopening Disk Utility does not help.)
The following also appears in Console log:
*** malloc[419]: Deallocation of a pointer not malloced: 0x290a410; This could be a double free(), or free() called with the middle of an allocated block; Try setting environment variable MallocHelp to see tools to help debug : for architecture i386 object: ./Applications/iTunes.app/Contents/MacOS/iTunes malformed object (unknown flavor for flavor number 0 in LC_UNIXTHREAD command 27 can't byte swap it)
Workaround
Quit Disk Utility.
From the Finder's Go menu, choose Go to Folder....
Type the following, then click OK: /Library/Receipts
Temporarily remove these iTunes receipts from /Library/Receipts (sort the folder alphabetically as a list):
iTunes.pkg
iTunes4.pkg
You can put them on the desktop, for example. Do not remove iTunesX.pkg or iTunes Phone Driver.pkg.
Open Disk Utility and repair disk permissions again.
Quit Disk Utility.
Put the removed iTunes receipts back in /Library/Receipts.
Note: This issue does not affect Disk Utility's verify or repair disk features.
All seemed good, for a moment, until, upon going back to Disk Utility after removing itunes4.pkg and putting on desktop (i did not have itunes.pkg to remove) the same thing was happening. When i highlite my iomega ext. on left of page, disk perrmissions is grayed and does not allow me to click on it. Same problem from the start. Can somebody please help me out here? That would soooo awesome. Thanx!

i'm just scared i will do something wrong on my own and lose my data.
You shouldn't be scared of that, because you should already have backups. If you don't have backups, then backing up is the first priority.
Insert the Snow Leopard DVD and restart. When you hear the chime, hold down the C key and keep holding it until the Apple logo appears on the display. You should now see the language selection screen. Select your language, then choose Utilities > Disk Utility from the menu bar. In the Disk Utility window, select the external drive (not the internal). The drive may already have a data partition, in which case there will be another icon below the drive icon. Choose the drive icon, then select the Partition tab. Create a single partition with the default options (GUID partition table, Mac OS X Extended Journaled).
When the partitioning is done, select the startup volume on your internal drive in the DU window. Select the Restore tab. Drag the icon of the startup volume to the "Source" field. Then drag the icon of the newly-created volume on the external drive to the "Destination" field. Make sure you have this right. Then click the Restore button, and the data on your startup volume will be copied to the external drive.

Best Practice For SAP CRM Case Management

Hi,
Could someone please point to best practices for CRM Case Management. I have lokked all over and I found all the best practices except for case management.
Your assistance will be appreciated.
Martin

Hi Martin,
I was just working on case management and there is no best practice documentation but the following link was most helpful.
http://help.sap.com/saphelp_nw04/helpdata/en/5c/5d79287a9afc47a62e5197b582cc97/frameset.htm
Let me know if you need further assistance.

What is the Best way to connect CRM Case Management with EP-KM?

Hi Gurus,
We will implement a Case Management in CRM 7.0 EHP2 and EP 7.31 with KM.
The Client needs Clasifications and Search of the documents in Case Management, the number of documents could be 1,000, 000 aprox...
I thing are 2 options :
1) The documents are stored in CRM Repositories, and KM access him, (I know this is posible using WebDAV repositories), but I do not know if this could affects in some way the process in Case Management. And if CRM repositories can store the huge volume of documents.
2) The documents are stored in KM Repositories, and CRM access him.
     -¿Is this posible?.
     -¿CRM can access the documents without problem?
     -How can store the documents to KM on line from CRM Case Management?
What is the best solution?.
Please Help.
Best regards.

Hello quinstar,
It sounds like you would like to use either your Personal HotSpot to AirPrint from your MacBook Pro or use an Airport to do so without internet access to the home. According to the following Featured Discussion you very well may be able to use AirPrint with Personal HotSpot:
HT4356 Can I use personal hotspot as wifi to connect printer?
https://discussions.apple.com/thread/4007254
Also, the Airport products to not need an active internet connection to set up a home Wi-Fi connection so that is another option as well.
Thank you for using Apple Support Communities.
Take care,
Sterling

Where find Case Management in CRM 7.0

Hi all,
we are moving from CRM 4.0 to CRM 7.0.
In CRM 4.0 we customized Case Management and we reahced it from SCASE transaction.
In CRM 7.0 webui we aren't able to find where case management transaction is.
Does anyone know where is Case Management in CRM 7.0 webui?
Many thanks
Francesca

Hello Guys,
I am new to CRM 7.0 & I am going to work in Case Management areas for an Implementation project work.
Can you please let me know the steps followed to implement CASE MANAGEMENT.
Best Regards
Umesh.

Case Management use and configuration

Hi,
In my understanding, this tool provides the capability to review those matching results who needs to be validated and then, I think, it permits to the end user, take an action. My question is: ¿what are the actions that the user could take?, specifically, ¿The user can manage the fields of the matching candidates to generate a gold record?
In addition, I have been looking for resources/documentation to configure and use case management interface in EDQ. I wish to know how to configure a process of EDQ to raise alerts on the case management interface, and assigning it to a user.
Thanks in advance for any help,
regards,
Daniel

Hi Nick, Thanks for your answer. I've read the "Case Management Essentials" document located on the EDQ product page at OTN. In fact, this is the document in which was based my understanding of the tool. After search a lot for documentation, tutorials or any guidance to configure this feature, I was reading the online help as you say, but I found it some hard to understand. But I will continue using that resource, if I dont find any other material.
Can you tell me what kind of actions can perform an end user over alerts and cases in this tool?, I need to know if it is posible to do manual merge or any kind of manipulation of the data who raise the alert. Because in the available examples I only see users change the status of the alert/case, but only that.
Thanks for your atention,
regards,
Daniel

Difference between case management and complaint management

Hi ,
Can any one explain the difference between case management and complaint management with some simple example .
Regards,
Rahul

Hi
complaint mngt is for creating, maintaing, processing of complaint documents - when customer calls you and tells about problem with product he bought, you create complaint document in CRM.
case mngt is for managing more documents , it could be documents for many customers. Case is usually about complex problem.
http://help.sap.com/saphelp_crm50/helpdata/en/4c/d7fb717f7b3e4cba12953ec1b9b8c3/frameset.htm
Regards
Radek

Management Tool to manage both Catalyst and Nexus

Is there a single network management tool to manage both Nexus and Catalyst at the same time?

Oracle does not provide any tool for altering the contents on an existing dmp file.
What you probably should do is filter the data prior to extraction. There are actually third party tools to do this such as Priceton Softtech had such a tool which IBM bought the company to get. It would extract data into files and then manipulate the table column data while maintaining the PK to FK relationships. That is if it changed the value of a PK it would update all the FK that pointed to the old value to point to the new value.
Naturally, you can do this yourself.
You could define a set of manipulation tables, insert/select the data, manipulate it, then export and import the data from these tables.
Filtering can be fairly simple or pretty complex depending on the number of objects involved, the amount of data, and the number of sensitive columns.
HTH -- Mark D Powell --

BPMN / Case Management / CRM tools and OPA

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