SAP ABAP IMG Activity _FICAEMMA_EMMACCAT3 (Display Clarification Case Category)

Hierarchy

☛ FI-CA (Software Component) FI-CA
   ⤷ FI-CA (Application Component) Contract Accounts Receivable and Payable
     ⤷ FKKB (Package) Contract A/R & A/P: Central Objects

IMG Activity

ID	_FICAEMMA_EMMACCAT3	Display Clarification Case Category
Transaction Code	S_KK4_74002753	(empty)
Created on	20031202
Customizing Attributes	_FICAEMMA_EMMACCAT3	Display Clarification Case Category
Customizing Activity	_FICAEMMA_EMMACCAT3	Display Clarification Case Category

Document

Document Class	SIMG	Hypertext: Object Class - Class to which a document belongs.
Document Name	_FICAEMMA_EMMACCAT3

Activities

In this activity you can display existing clarification case categories.

Use

For each clarification case category, you define the conditions for creating clarification cases, which business objects and solution processes are to be assigned to these clarification cases, and who the clerk responsible is.

Different programs that issue the same error messages, such as a dialog transaction and mass activity for the same business process, are assigned to the same business process code. This means that you can assign these programs to the same case category and therefore treat them the same.

You can define clarification case categories dependent on a business object; however, they can also be independent of business objects. If the same error message is to be output for different business objects, (for example, "Customizing missing"), only one clarification case is opened for all messages concerned.

Basic Data

With an entry in the field Case Creation Type, you control whether clarification cases are to be created manually or automatically as follows:

• Based on a simple rule
• According to complex conditions
• Via a Business Add-In

Clarification cases can be created automatically based on individual error messages or a combination of different error messages.

If the clarification cases are to be created automatically, you have to assign the messages in the message pool (see below) that are relevant for the case to the required case category. If you use the simple rule, the system merely checks whether one or more messages occur.

However, you can also formulate complex conditions that are based on all attributes of the business objects or field values that are issued in the messages of the message pool. To define a complex condition:

1. Select this option in the input help.
2. Click on the condition dialog box.
3. In the dialog box that appears, create the object links required.

If a complex condition is not sufficient for the evaluations you require, you can use the Business Add-In method DETERMINE_CASE to implement an installation-specific check routine.

Determination of Clerk Responsible

In the field Processor Rule, enter a predefined rule for determining the clerk. Click on the relevant icon to define the data flow from the clarification case to the processor rule. You do this after you have created the Container (see below). In the subsequent dialog box, you can generate the data flow automatically and then complete it manually (if necessary).

Determination of Due Date

The system calculates the due date of a clarification case based on either the event for which the clarification case was created, or the event for which the problem occurred. Make the following settings in the header of the case category in the area Due Date:

1. In the field Deadline, enter a value between 0 and 999, and in the field next to that, enter the required unit of time (seconds, minutes, hours, days, months, years).
2. In the field Calculation Basis, specify how the due date is to be calculated.

Description

Here you can define a long text that is then displayed in the clarification cases created.

Message Pool

The message pool determines clarification cases and their priorities, and the business objects and field values assigned to a case.

Container

You can generate the business objects relevant for a clarification case from the variables of the messages in the message pool or create them manually. You then assign these business objects to clarification cases later. If the business objects are to be filled automatically from the message pool, you have to define the data flow by clicking on the relevant icons. In the subsequent dialog box, you can generate the data flow automatically and then complete it manually (if necessary).

To transfer the business objects, select the required message in the folder Message Pool and click on Case Objects. Then, in the input help, choose a business object assigned to this message. You can change the proposed element name later. It is used to create data containers for the case attributes and objects.

Priorities

You can define a default case priority at the level of the clarification case header. However, you can overwrite this priority dependent on the attributes defined for the business objects involved and the field values of the message pool in the folder Case Priority. This enables you, for example, to overwrite a standard priority assigned to a clarification case if a specific customer is to be classified differently based on the company policy. The entries are checked starting with the highest priority and ending with the priority for which the conditions are fulfilled.

1. In the folder Case Priority, place the cursor on the priority whose condition you want to edit and choose Continue.
2. Click on the condition dialog box.
3. In the dialog box that appears, create the object links required.

Solution Processes

The settings defined in the folder Solution Processes cover the steps that lead to the clarification of a case. Solution processes and the data flow are portrayed by action box transactions. They can be executed manually or automatically (indicator Automatic Process) and refer to a specific case category.

The data flow is defined by the data source and the target element that you assign to the source. The data of the clarification case forms the basis for the execution of the corresponding action box transaction. For detailed information and an example of an action box transaction, see the SAP Help Portal under the Internet address help.sap.com, and there the documentation for the component Logistics under Customer Service (CS) -> CS Customer Interaction -> Customer Interaction Center -> Front Office -> Front Office Framework: Visible Components -> Action Box. The order in which you have defined the solution processes in Customizing determines the order in which the processes are processed in the system and displayed on the processing screens of the transactions for displaying and changing clarification cases (EMMAC2/EMMAC3).

Example

If, for example, a clarification case describes a problem that concerns a specific contract account, a solution could be checking the locks for this contract account. In order for the solution to be executed, the contract account must be transferred from the clarification case to the action box transaction, which then displays the contract account. In this case, the solution would be in displaying the contract account.

To do this, the action box transaction calls the BOR method ACCOUNT. The contract account is then added to the clarification case as case object and has the element name ContractAccount. This means that during runtime, you have access to the element ContractAccount and can define a data flow with as data source. The target element of the BOR method is also Contract Account. At runtime, the element ContractAccount is transferred from the clarification case to the target element Contract Account of the BOR method ACCOUNT.

If you enclose the element names in &, you can also access the case elements. You have access to the attributes (including customer attributes) of the case by enclosing the field names of the table EMMA_CASE in &. If, for example, you want to use the due

date of a case in the definition of a data flow, define as the data source of the data flow.

Business Attributes

ASAP Roadmap ID	204	Establish Functions and Processes
Mandatory / Optional	2	Optional activity
Critical / Non-Critical	2	Non-critical
Country-Dependency	A	Valid for all countries

Assigned Application Components

Documentation Object Class	Documentation Object Name	Current line number	Application Component	Application Component Name
SIMG	_FICAEMMA_EMMACCAT3	0	I210007301	Basic Functions

Maintenance Objects

Maintenance object type

C

Customizing Object

Assigned objects
Customizing Object	Object Type	Transaction Code	Sub-object	Do not Summarize	Skip Subset Dialog Box	Description for multiple selections
EMMACCAT3	T - Individual transaction object	EMMACCAT3	FICA000001	☐	☐	Display Clarification Case Category

History

Last changed by/on	SAP	20031202
SAP Release Created in	472