Case management workflow

How do i define a process item, along with the process route, i need this urgently! Please help i want to setup a workflow for the route a case should follow once the status of the case is changed and then select the user(s) the case should go to!

Hi Tatenda,
I don't really know any personel which could be relevant to you. A process route is sort of an adhoc workflow the user has to create and assign the agents.
But why don't you develop your own workflow for the process? It is easy to link an event of object SCASE to a status of the CASE. The event can be used to trigger your own workflow. The event linkage is done in customizing in the status table.
Regards,
Martin

Similar Messages

Configuring workflow for case management

Hi
My requirement is to copy the standard workflow for case management WS01700044 and add few things once the case is processed.
Now my problem is, how do I configure this new Z workflow in the SCASE. So that once I save the case, I should be able to start the workflow I have created.
Currently only 2 workflows are listed for case management.
1. WS01700051
2. WS01700044
I want three workflows to be listed.
Do we need to configure the newly created workflow in SPRO under case management? Please guide me.
Thanks in advance.

Hi There,
The workflow in case management is triggered by the event BUS2022.NONPROFESSIONALUSERSET which is the same trigger that invokes WS01700044. You will first need to disable that trigger (open that workflow and remove the trigger (the first node in the workflow)). I would then add that trigger to your new Z workflow and that should do the trick.
This is the best way to do it rather than looking in the IMG.
Hope that helps,
Brenton.

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?

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 | Recreating a case for same BP

Hello Guru's,
I have created a case for the blocked business partner which was rejected and BP is still in blocked stage. Now business wanted to create a new case for the same BP.
While creation of the case, system conveys that the case is already exist for the given business partner and workflow is not getting triggered as the workflow status is in completion status.
How to retrigger the case for already processed case? How to change the status of case from Rejected to approved or vice versa.
Thanks & Regards
Rahul

H Rahul,
I am working to configure Case Management to work with GTS. I have made what I believe are the correct configuration settings under Process Route and Case Types in the IMG for Case Management, and have activated it for SAP GTS. The guide recommends that you leave the default settings for most of the config, which I have. However, when I try to create a case I receive the message "No process route model could be determined".
Can you share the detailed steps in sequence to set up case management?
Thanks for your help.
Raj

Color managed workflow for web and camera raw

I recently calibrated my monitor and was wondering what is the preferred workflow for the web? I shoot with my camera in sRGB and my working space in Photoshop is sRGB aswell. The problem that has arised now is that the color managed colors in Photoshop are way different than the non-color managed in my web browser. Is this normal? And what I don't quite get is how a photo that has an embed sRGB profile looks the same in Firefox (that understand embed profiles) and Photoshop, but in Google Chrome (that does not recognize embed color profiles) shows the colors very differently, although the browser should understand the photo is in sRGB by default and show the same colors that are in Photoshop, right? So what happens here, because the colors are not the same? What information does Photoshop assign to the embed color profile that makes the colors so different?
Anyway, I assume the problem here seems to be my newly calibrated monitor profile. The only way I can get the same colors to my photo in Photoshop and to a photo in web is to use soft proofing set to my Monitor RGB AND save without a color profile. Is this the way to go? But here comes another problem. I shoot in RAW and use camera raw to edit my photos. Camera Raw doesn't allow soft proofing, so I'm stuck with these color managed colors that are so different from non-color managed colors I get in my browser that any color correction in Camera Raw is simply useless. Unless everyone was using color managed browsers and I could start to use fully color managed workflow, but that's not the case I suppose. So, what's the solution here?

First off, you need to be working in sRGB, or converting to sRGB when you save out files that are destined for the web. You can change the color space that Camera Raw (ACR) send your raw files to by clicking the blue text in the bottom center of the ACR window. This is probably that safest workflow for you until you get a handle on color management. If the color of your images is very important, you might consider embedding a color profile in them, which will help color managed browsers render your color properly.
If your display's color gamut is different than sRGB (many are), you'll find matching colors for non-color-managed browsers to be impossible. But consider the average display and take heart. The best you can do is correct to a standard and hope for the best.
Both the convert to sRGB and embed color profile options are in the save for web dialogue box.
More about the ACR workflow options here:
http://help.adobe.com/en_US/Photoshop/11.0/WS739D7239-24A7-452b-92F9-80481C544F25.html
More about matching colors for the web:
http://help.adobe.com/en_US/Photoshop/11.0/WSB3484C68-ECD2-4fa4-B7CC-447A5FE86680.html
http://help.adobe.com/en_US/Photoshop/11.0/WSD3F5E059-4F51-4b44-8566-13B854D3DF5F.html
http://help.adobe.com/en_US/Photoshop/11.0/WS0B3CD652-4675-44be-9E10-445EB83C60BA.html

Leave management workflow in HR

Hi,
Is there any standard workflow for leave approval process in HR? If it is there will it take care of creation of 2001 record as well. Is that workflow equipped with leave encasement process as well?
I found WS12300111 as leave management workflow, is this a correct one?
Please guide me on this regard.
Regards,
Babu

Hi,
My user want to use R/3 only for leave management section. we have no portal.
will this workflow would work fine in this case? if so how do i proceed to get it configured?
Thanks in Advance.
Regards,
Babu

Agent Management Workflow

Hi,
In UCCX 7.0 Desktop Administrator Agent management workflow , we not able to see the "Time of day" event.
We are using the enhanced version.What could be the problem !
Thanks.

Hi,
from you description i read that you use EREs method to provision and outbound sync object to ADLDS.
Maybe you only forget to write it in your question but you will need a set also to bring the objects you want to sync or provision in the scope of the sync rule.
A MPR triggers on a set transition normally to start a workflow which adds objects to the syncrule (ERE creation). And syncrule need at leas one "inital flow" which is DN in this case.
Dont forget to import the sync rules from Portal to MV and also the ERE, since these are evaluated in the sync engine not in the portal.
Keep also in mind for outbound synchronisation that on already connected objects the "relationship criteria" is evaluated each time on export flow.
Regards
Peter
Peter Stapf - ExpertCircle GmbH - My blog:
JustIDM.wordpress.com

Case Management ECC

Hi.
In case management for ECC. I need to assigned a Workflow when the case has any status, Where do We can to do ?
and other question.
Where do we can to change case form printed in case management ECC ?
I have the standar form SCMG_SMART_FORM_CASE, but I want to change for ZSCMG_SMART_FORM_CASE. where do we can to do ? in customizing.
Thanks...

hi alfredo
you just create an action profile and within the action profile you give your processing type as smartforms
your path in IMG will be like:
SPRO--->CRM->BASIC FUNCTIONS--> ACTIONS---> ACTIONS IN TRANSACTIONS
and within the smart form description you can mention your class ,the smartform you have created etc.
after you are done with the action profile you attach this action profile to the transaction you are working on
also in the action condtion you give the condition as open
as you have requirement that when case is open the smartform is escecuted,likewise you can schedule your conditoon and therein it can be
BUSINESSOBJECT.USERSTATUS = E0001
its just an example with which you can give the condition
hopes it solves your probs
best regards
ashish

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

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

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

Case management workflow

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