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CRMVC_CMG_CLOSE_PRF - Define Case Closing Profile

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You can define case closing settings that determine how a case is closed by a case processor. A closing profile is assigned to a case type in Customizing.

This case closing profile contains a default reaction for all open transactions, and reactions for open transactions of a specific transaction type. The case closing profile influences processing before the save when a case is closed (checks), and after the save when a case is closed (automatic closing).

Depending on the profile and depending on the case type, different system actions occur when the case is closed. You can choose one of the following actions as the system reaction for when a case is closed:

• Do not close case if open transactions exist (" "): An error message is displayed if the user tries to close the case and an open transaction exists in this case

• Close case and close open transactions (A): The case is closed and a PPF action is scheduled that closes all open transactions in this case

• Prompt to close case; if yes, close open transactions (B): If there is an open transaction in the case, the user is asked if the case should be closed or left open. If yes, the case is closed and a PPF action will be scheduled to close all open transactions in this case

• Close case and do not close open transactions (C): The case is closed regardless of whether there are open transactions and open transactions are not closed

• Prompt to close case; if yes, do not close open transactions (D): If there is an open transaction in this case, the user is asked if the case should be closed or left open. If yes, the case is closed, but open transactions will not be closed

Note: If the prompt is selected, the user interface must support the prompt, otherwise the default is to not close the case. Currently, the prompt is supported in the WebClient UI.

If an error occurs when the case is closed using the PPF action, an e-mail is then sent to the user who changed the business partners in the case. As a result, an email address (in transaction SU01) must exist for users who close cases. Emails are sent using SAPconnect. More information about this can be found in the SAP library under the component SAPconnect (BC-SRV-COM).

In the delivered PPF action definition, the parameter Processing Time is set to Processing using selection report and it is the recommended value for this parameter. To run this action in a background job, use transaction SM36 to define the job and SM37 to select the report SPPFP for the PPF action CRM_CMG_CASE_CLOSE.

Note: If you set the parameter Processing Time to Processing when saving document, the processing time needed to save the case will vary depending on how many transactions are attached to the case. The greater the number of the transactions, the longer it takes to save the case.

For the autoclose function to work, a case closing profile must exist and the action profile of the case must include the action CRM_CMG_CASE_CLOSE in the case type definition. The action is the BADI implementation of BADI definition EXEC_METHODCALL_PPF with the filter CRM_CMG_ACTION_CLOSE.

The action CRM_CMG_CASE_CLOSE is included as an example in the demo case action profile CRM_CMG_DEMO.

The default case closing profile is S_CLACT (Do not close case if open transactions exist). It issues an error message for all open transactions, except for delivered tasks and activities which will be closed automatically (Close case and close open transactions (A)).

1. Create the profile, then assign it a description and then set the default reaction for open transactions.
2. (Optional) You can assign the specific reactions to specific transaction types. For example, you may want a different reaction when closing a case for an Internet sale as opposed to a service call. If you choose to assign specific actions to specific transaction types, under Reaction for specific transactionsyou need to:

• Select the transaction types to be assigned to the profile

• Set the system reaction if there are open transactions

• Depending on the transaction type, set the value for the Status to set field

1. Once you have created the case closing profile, you need to assign it to a case type (Define Case Types).

BAdI: Define Additional Tasks for Case Closing Profile

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