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CRM_CASE_CASETYPE - Define Case Types

CRM_CASE_CASETYPE - Define Case Types

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In this activity you define case types to represent your own Case Management applications. A case type defines the central properties of a case to reflect your business processes. It groups together various settings that influence the following aspects of case processing:

  • Permitted values of case attributes, for example, statuses
  • System behavior, for example, assignment of case numbers
  • User authorizations for cases

If you define more than one case type, users must specify the relevant case type when creating a case.

The following case type is predefined in the standard system:

  • C_01Incident Trackingfor general Case Management

Specify the following:

  • Identifier and description for the case type
  • Process
Processes define a broad application of the Case Management functionality. They are used to group case types and as a filter for Business Add-Ins, which can be used to implement checks and industry-specific routines.
Note: You must assign the process C_01 to all new case types that you create, to classify cases of this case type as originating in a Case Management application, rather than other SAP Case Management applications.
  • Internal number range
Enter a number range that you created in the previous Customizing activity. The system automatically assigns a number within this number range to each new case.
Note: Number assignment by users (external number assignment) is not supported.
  • Early number assignment
Set this indicator if you want the system to assign a case number when the case is created, rather than when you first save it. This enables agents using the Interaction Center WebClient to inform customers of the case number during interaction.
  • Case type obsolete
Set this indicator if you want to prevent further cases of this case type from being created but still allow users to access existing cases of this type.

Authorizations According to Case Type

To control user authorizations for an entire case on the basis of the case type, you enter the case type in the authorization object S_SCMG_CASin the field CASETYPE.






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