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CRMV_MI_AUFRUF - Call Up Investigation via Business Rules

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Processing customer complaints is not strictly assigned to investigations.

Releasing or finally declining complaint items happens when the system status I1004 - Released or I1005 - Completed is set. This status is the generally available status of SAP Customer Relationship Management (SAP CRM), which can also be set directly online.

In this respect, the automatic execution of business rules, which make it possible to process and edit documents automatically, and investigation for processing these items can be considered an optional subprocess within actual complaints processing.

Items in complaints, returns, or used part returns can be automatically declined or released using business rules. If the situation is unclear according to defined criteria, of if automatic processing should not be done for certain criteria, the document is transferred to the investigation workflow.

The ABAP class CL_CRM_MI_TOOLS makes available the methods that are necessary for processing items automatically.

Within the automatic execution of business rules, the following methods are available as decision functions:

• DECLINE_AUTOMATICALLY

• RELEASE_AUTOMATICALLY

• INVESTIGATE
  The INVESTIGATE method triggers an investigation.

Following the automatic execution of business rules, one of the three methods must be carried out for each item to ensure that none of the items end up with an undefined status.

The following implementations of BAdI Add-In: Processing Methods (EXEC_METHODCALL_PPF) are available as copy templates for the implementation of these automatic decision functions in the form of actions:

• CRM_MI_DECLINE

• CRM_MI_INVESTIGATE

• CRM_MI_RELEASE.

Use these implementations as a template for your own implementations. They are only intended for copying and not for productive use.

• In automatic execution of business rules, there must be at least one business rule that can use the INVESTIGATE method to execute decision function Trigger Investigation for complaint items. This activates the system status that uses event INVESTIGATIONSTART from business object type BUS2000160 to start the workflow.

• The event linkage of the workflow must be activated and the standard tasks in the workflow must be classified as general tasks, or there must be a specified group of possible agents assigned to them via Implementation Guide (IMG) activity Task Customizing.

• You have completed the IMG activities for investigations under Codes and Catalogs, Settings for Texts und Agent Groups.

• The prerequisites for determining agents for work items must also be met. The relevant logic is in Business Add-In (BAdI) BAdI: Determination of Work Item Recipients. For this BAdI, you must create a filter-dependent implementation for each processing level that you want to use in the workflow. These implementations must return a result list of system users that receive the relevant work items.
  Here, you can either use settings in organizational management or you can define a completely customer-specific organization. For more information about agent determination, see the introductory Investigations Description and the documentation for the IMG activities for organizational management and the documentation for the BAdI.

• If you want to use the approval processing level, you must create an implementation for BAdI: Check Whether Approval Is Required, which returns the information whether an approval processing level should be activated, and which agent group should be responsible for the approval. The decision logic then uses this information in its calculations.

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