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CRMV_ADJREQPROF - Define Profiles for Dispute Management
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In this activity, you create the profile for disputes or adjustment requests. Define profiles that control which types of dispute or adjustment request are offered to the interaction center agent (assignment of transaction types).
Assign one or more of the transaction types of disputes or adjustment requests to the selected profile. You have defined that these transaction types of disputes or adjustment requests are permitted for creation and processing in dispute management, depending on their profile.
Disputes
If you want to use disputes you have to set the dispute indicator.
You can specify the objects that can be linked with a dispute. By doing this, you can create a relationship between an object and a dispute, and so enter additional information about the dispute when you create it. The relationships of objects with a dispute are saved in the document flow.
You can specify these objects only for disputes; you must therefore set the dispute indicator. If you do not, the system outputs a message that says you cannot create a new entry.
Use the input help provided for processing. This provides all objects that are available in the default Customizing. The following business object types are available as standard:
| Description | Business object type |
|---|---|
| Bill | BUS20810 |
| Bill Line Item | BUS20820 |
| EDR | CRM_EDR_12 |
| Dispute and Adjustment Request | BUS2000120 |
| Correspondences | SOFM, CRMICLETTR, CRMICFAX |
The business object types displayed in the input help are saved in table TOJTB. You can use transaction SWO1 to add new entries.
You can manually enter additional object types, such as FI object types. If the entry is not available in table TOJTB, the system outputs a warning. You should therefore check the manual entries for correctness.
Note:If you remove the dispute indicator for the transaction type, and so use the transaction type as an adjustment request, you must manually delete the entries in this IMG activity. Automatic deletion of the assigned business object types does not take place.
SAP delivers the profile DEFAULT as standard.
BAL_S_LOG - Application Log: Log header data SUBST_MERGE_LIST - merge external lists to one complete list with #if... logic for R3up
This documentation is copyright by SAP AG.
Length: 2988 Date: 20240523 Time: 151932 sap01-206 ( 54 ms )
