Case Management- ProcessRoute

Hi All,
We have completed Case Management configuration.
Can anyone help us with configuration steps related to ProcessRoute starting from creation of Task till initiation and completion of all tasks involved in Process Route in ECC 6.0
Kindly give us detail step by step approach towards configuration.
Regards,
Ponneswari A.

Closing this thread
Edited by: Ponneswari Adapa on Jul 28, 2010 10:55 AM

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Case Management ... Statuses not getting changed

Dear All,
I am working in a Development system of SAP CRM 2007.
Now I have created a case which has 3 or more complaints attached...
When I change the status of the case, the complaints in the case have statuses that doesn`t get changed.
Kindly Help
Thanks & Regards
Sunil

Hi,
In CaseManagement, before creation of Case first you need to create a CaseType.
First you need to create Status Profile, Attribute Profile etc.,
After that in CaseType creation you need to select the profiles created by you.
Then in Case created by you these gets reflected.
When a new Case is Created automatically it will be in New Status mode.
After when you attach the related documents(Linked Objects) and Notes then you need to change the Status.
After that you need to attach the Processors for the corresponding Case Sequentially or Parallely and then save the case changing its status to In Process.
Once the Case is saved you cant make any changes to the case.
After the ProcessRoute triggers a workflow and Case status changes to Complete or whatever status you mention there.
Follow the steps in Case Management Registry.
For any queries reply back.
Regards,
Eswari.

Follow-up Activities in Case Management using Actions

Hi Gurus,
I am configuring the case Management, On save of the case document I would like to create the Activities automatically and assign it to various departments who are responsible. One way of doing this uisng Actions. I have created a Z* Action profile and assigned object as BUS20900 and context class as CL_SCMG_CASE_CONTEXT_PPF. I am not able to find the right method to create the Activities, could you please help me.
Thank you and Regards,
Niranjan

Dear Manfred,
Thank you very much for quick response. I have used method called APPOINTMENT_OFFER and LEAS_NOTIF_01 I am getting the following exception. I have also tried with some other methods they also giving same exception.
Exception Details
CX_SY_MOVE_CAST_ERROR - Source type \CLASS=/CRMS/CL_CRM_CMG_PPF is not compatible, for the purposes of assignment, with target type
Method: CL_ACTION_EXECUTE=>GET_REF_OBJECT
Please advice.
Thank you and Regards,
Niranjan

Please can you tell me the default maximum file size for an attachment in Case Management v12 ?

Hi,
Please can you tell me the default maximum file size for an attachment in Case Management v12+? I am able to define a maximum attachment size but I am not able to see what the default is set to.
Thank you
Regards,
Anthony

Hi,
The default max attachment size is 8MB.
Regards.
Mike

What are the Steps to Edit a Form Record Stored in Case Management? (HCM Processing DesignTime)

Workflow completed. Design Time stores records to Case Management.
Can someone please tell me steps to access the record and change a field value?
I also want to attach another attachment to the process to be stored with the original attachments.
So far I am poking around in SCASE transaction.
I am able to search for processes and steps but when I click a line I have no auth to change the record.
BASIS helped me and checked - doesn't look like I'm missing auth, but maybe usung SCASE wrong?
Still working...
Assistance Appreciated.
Update:
So I read this blog and it helped:
http://scn.sap.com/community/erp/hcm/blog/2009/09/28/hcm-processes-forms-making-the-case-for-case-management
However I can't edit the record when I get down to it. The Change (pencil button) is grayed out.
Basis is checking my permissions again.
I SHOULD be able to click the change button right?

have you checked personnel profile? with CONFIGPROFILE = EDIT? http://help.sap.com/erp_hcm_ias_2012_01/helpdata/en/92/b073fb42b347af9cb19299881b379d/content.htm http://help.sap.com/erp2005_ehp_05/helpdata/en/48/164bbbb68a4b37b62ad9777b9b449f/content.htm?frameset=/en/48/164bbbb68a4b37b62ad9777b9b449f/frameset.htm&current_toc=/en/4f/b9088db1034075a337c537083539da/plain.htm&node_id=141 No you cant make changes unless you have a WF step in your processes and forms which allows you to make changes during the cycle of approval Once completed, you can only reinitiate and it ll trigger WF etc. ie HR admin step, where they check all the information is there in the form and then only allows it to be updated to the Infotype and complete the process. did you check scase with the required roles as indicated above? run su53 for missing any authorization?

Development environment for Case Management

Hi,
I want to get started with Case Management, but I could use some startup tips as this is the first time I am installing a Java environment from scratch. To be able to design and develop case management solutions, JDeveloper is required and it seems that there is a WebLogic server embedded in the JDeveloper installation. I can install the BPM extensions for JDeveloper and I have the support for Case Management. But is this enough to actually deploy and test a solution? Or does that require a stand alone weblogic+SOA suite installation? I would rather have all this figured out before I start installing all the different things.
Thanks

And if you are starting to work with Case Management you probably will like this post at SOA & BPM Partner Community Blog: https://blogs.oracle.com/soacommunity/entry/case_management_samples_released_by
As well as this other references:
Oracle® Fusion Middleware Modeling and Implementation Guide for Oracle Business Process Management 11g Release 1 (11.1.1.7)
31 Working with Case Management
http://docs.oracle.com/cd/E28280_01/doc.1111/e15176/case_mgmt_bpmpd.htm#CIHJBBCA
Series of posts from the Oracle A-Team (start from the end of the list below):
Case Management In-Depth: Cases & Case Activities Part 2 – Case Rules
http://www.ateam-oracle.com/case-management-in-depth-cases-case-activities-part-2-case-rules/
Case Management In-Depth: Cases & Case Activities Part 1 – Acivity Scope
http://www.ateam-oracle.com/case-management-in-depth-cases-case-activities-part-1-acivity-scope/
Case Management In-Depth: Stakeholders & Permissions
http://www.ateam-oracle.com/case-management-in-depth-stakeholders-permissions/
Case Management Part 3: Runtime Lifecycle of a Project
http://www.ateam-oracle.com/case-management-part-3-runtime-lifecycle-of-a-project/
Case Management Part 2: Anatomy of a Project
http://www.ateam-oracle.com/case-management-part-2-anatomy-of-a-project/
Case Management Part 1: An Introduction
http://www.ateam-oracle.com/case-management-part-1-an-introduction/

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

ERES process is giving error in Case Management

Hi All,
I am trying to implement ERES in Case Management -> Agent Dashboard -> Case Summary (click on 'E-Record' button).
I have done the setups as mentioned in the Doc ID 1067744.1.
I am facing the below issues
1. As per the step 9 (Expected results), 'E-Record Details' is not enabled in 'Tools1' menu. It's still disabled.
2. As per the step 11, I am able to test the AME setups - No Issues.
3. As per the step 6 (ERES Administrator), when I validate the event 'oracle.apps.cs.sr.ServiceRequestApproval', I am getting the below error under XML Payload.
An unexpected error has occurred while generating the XML payload. ORA-20001: The DB to XML transformation has failed with the following error: ECX_MAP_NOT_FOUND. The log file details are: ecx.plsql.out.61034.1609.log ORA-06512: at "APPS.APP_EXCEPTION", line 72 ORA-06512: at "APPS.EDR_UTILITIES", line 1488 ORA-06512: at line 2
Could anyone help me to resolve this error for "ECX_MAP_NOT_FOUND"?
I noticed that there is NO data in ECX_MAPPINGS table for the event when I run the below query
SELECT * FROM ECX_MAPPINGS WHERE MAP_CODE like 'oracle.apps.cs.sr.ServiceRequestApproval';
Thanks,
Harish Nunna

Solution:
Add a new Subscription Parameter called EDR_XML_MAP_CODE for "oracle.apps.cs.sr.ServiceRequestApproval" business event:
1. Login as SYSADMIN user
2. (R) Workflow Administrator Web Applications responsibility
3. (N) Administrator Workflow: Business Events
4. Search for Name = oracle.apps.cs.sr.ServiceRequestApproval
5. Click on "Subscription" icon
6. Click on Update pen icon
7. Update Event Subscriptions page will load
8. Click on Next
9. At the Subscription Parameters section click on Add Another Row button
10. Add EDR_XML_MAP_CODE with oracle.apps.edr.erectxt.create value and Apply.

Case Management Performance

Hi all,
We are using CRM 5.0 on SAP Netweaver 2004s
In the PCUI application for case management, Whnever the application is called it takes 30 seconds to load the application, when a new case is to be created the time consumed is 100 seconds ?
Note : This only happens with case management related transactions.
Is there a way to increasde the performance of the application ?
Regards,
Mohammed Salah

Hi Mohammed,
Is this the standard SAP delivered case management you are using?
In that case you can raise a Message to SAP Support.
regards,
Hemanth

This is a humble request to guide me through the new case management.

I read completely about case management.
But i didn't get that when we are deploying out case into the server then we should instantiate which one the processess which are promoted as activity or the case where we are required to enter the caseid and all.
If suppose we are doing so that we are initiating the case then nothing happens only a new instance is created
Is it so that suppose there are 8 processes promoted as our case activity then we have to TEST each of the process individually,then again for each process a seperate instance is being created and the data cannot flow from one process to another.
Please guide me through this ,I am totally cofused regarding this.
Actually make me understand the total scenario what we are going to do with case management........

You cannot. From a legal standpoint, the license agreement for OS X mandates that you run OS X only on Apple hardware. HP is not (yet) owned by Apple.
From a technical standpoint, your HP laptop doesn't use EFI, but rather an early predecessor called a BIOS. Apple is the only vendor of consumer computer hardware that uses EFI; other vendors reserve EFI for use in servers.
Secondly, Apple's operating systems support a rather limited number of configurations of video hardware and mainboard chipsets directly since they need only support those systems that they manufacture. You cannot use Windows software or drivers on OS X, so prior to installation, you would need to write your own hardware drivers for your laptop, create an OS X drive image on a Mac, and then modify that image with your drivers before putting it in the HP.
It will be simpler (and legal), to simply purchase a used Mac. Apple's online store has refurbished MacBook Airs starting at $850 and Mac Minis for $700. If you go to e-bay or craigslist, you'll find used Macs for considerably less.

Document Types for Case Management Implementation

Hii,
Can any one provide what document types should be used for Case Management Implementation. If possible please describe what is a queue and how it relates to provider group. What is Scripting and how it relates to solution advisor.
Thanks in Advance.
Best Regards!
Deepak P

i got it..for case management..document types will be CAL CL, E-Mail EM, FAX FX, Mail ML. you can create more as per your business needs...

Case Management - Create a Case using FM or Class-Method

Hi all,
I am involved in a Case Management project now.
I have a requeirment where I have to create a Case using a Function Module or a Method of a class.
Does anybody knowhow to do this?
Thanks and kind regards,
Guillermo

Hi,
Can you try the following BAPI - BAPI_CRMCASE_CREATE from the Function Group - CRM_CMG_BAPI. I guess this will at least give you some idea as to how to proceed. Also, have a look at the Function Module documentation which will give you an idea of the sample code.
You can also have a look at the following Class Method - cl_crm_cmg_manager=>create_case. I found this in CL_CRM_CMG_IL which is the SAP CRM 6.0 Genil Component Class.
I hope this will help.
Thanks and Regards,
Samantak.
Edited by: Samantak Chatterjee on Oct 26, 2010 4:03 PM

Help with CASE MANAGEMENT

Hi Experts,
I am working with Case Management, and I have to create Cases with all its specifications automatically. Anybody knows how I can create it? or Anybody have any suggestion or documentation to start with this.
Thanks in advance.
Regards,
Beatriz.

Hi,
Easy transaction to Case Management customizing is SCASE_CUSTOMIZING. There you have an overview of the customizing of case management.
Also carryon these steps one by one...
Case Management Basic Settings :
Define Number Range Intervals for Case
Define Case Types
Determine Permitted values for attribute
Create values for "Category" attribute
Create values for "Cause" attributes
Create values for "Priority" attribute
Create values for "Reason" for escalation attribute
Assign escalation reasons to an attribute profile
Create values for "Authorization level" attribute
System Modifications
Create status profile
Create Text profile
Create Text Ids
Create Text Profile
Define Logical system for external objects
Enhanced System modifications
Note About Enhanced System Modifications
Define Processes
Set up registry
Create/Change Case Record Model
Create Profiles
Create attribute profile
Create function profile
Create terminology profile
Create Activities for authorization check
Activate application log
Define processes
Create/Change Case Record Model
When u open the Transaction SCASE_CUSTOMIZING , there will be Registry Steps...
Follow them step by step.
For any queries reply.
Regards,
Eswari.

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.
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How to create a case in case management with QM02 link?

Dear Gurus,
I have to create a case in case management with link to t-code QM02. Any help would be appreciated.
Thanks,
GSM

Hi..
Easy transaction to Case Management customizing is SCASE_CUSTOMIZING. There you have an overview of the customizing of case management.
Also carryon these steps one by one...
Case Management Basic Settings :
Define Number Range Intervals for Case
Define Case Types
Determine Permitted values for attribute
Create values for "Category" attribute
Create values for "Cause" attributes
Create values for "Priority" attribute
Create values for "Reason" for escalation attribute
Assign escalation reasons to an attribute profile
Create values for "Authorization level" attribute
System Modifications
Create status profile
Create Text profile
Create Text Ids
Create Text Profile
Define Logical system for external objects
Enhanced System modifications
Note About Enhanced System Modifications
Define Processes
Set up registry
Create/Change Case Record Model
Create Profiles
Create attribute profile
Create function profile
Create terminology profile
Create Activities for authorization check
Activate application log
Define processes
Create/Change Case Record Model
When u open the Transaction SCASE_CUSTOMIZING , there will be Registry Steps...
Follow them step by step.
Regards,
Eswari.

Case Management- ProcessRoute

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