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CRM_CASE_IC_FILTER - Define Filters for Displaying Case Details

CRM_CASE_IC_FILTER - Define Filters for Displaying Case Details

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In this Implementation Guide (IMG) activity, you define the display filters for the case detail display in the Interaction Center (IC) WebClient. In particular, you define the available display filters, their layout, and the contents of the case detail display for each filter.

You can use the various filters either to display all business objects that are assigned to a case, or just individual business object types, or a combination of certain business object types.

You can also store your own view for a filter by assigning the corresponding navigation link.

You have configured SAP Customer Relationship Management (SAP CRM) Case Management according to your needs. For more information, see Customizing for Customer Relationship Management under Case Management.

If you use your own business object types, you have made the following settings:

  • You have made the necessary assignment of business object types to element types.
These settings are made in Customizing for Customer Relationship Management by choosing Case Management --> Extended Customizing -> Special Settings --> Define Processes --> Define Process-Dependent Parameters --> Assign Element Types and Business Object Types to a Process.
For more information, see the documentation for this activity.
  • You have used the appropriate navigation links to make the Business Object Layer (BOL) assignment in the Business Object Repository (BOR).
This is done in Customizing for Customer Relationship Management by choosing Interaction Center WebClient --> Basic Functions --> Define Activity Clipboard Profiles.

In the standard system, filters for all common business object types are available, including the Linked Objects (ALLOBJ) filter, which displays all business objects that are linked to a case in a tree structure.

Define Filter

In this step, you define further filters for displaying case details, if necessary. Only experienced consultants should create new filters, however.

You can change the existing filters or tailor the column headings or column contents in the case detail display to meet your needs. To do so, copy the entry that you want to change and make the necessary changes in the copy.

Create New Filters:

  • Enter a filter ID and description of your choice.
  • Enter the column headings that you want for columns two through six.
  • The content of the columns is determined dynamically using the function module that was entered for the object type. The CRM object type is linked to the element type that is assigned to the filter in the next step.

  • You can also use detailed settings for the element type to define the contents of the columns.

  • Enter RecFolderToRecordDetail as the navigation link.
  • RecFolderToRecordDetail is the correct navigation link to be used with all filters that you create. Other navigation links are used only for the following entries in Customizing in the standard system: Document (DOCU) and Linked Objects (ALLOBJ).

  • You can also allow display of views that you generated as filters in the case details display by entering the corresponding navigation link and filling in the other fields.

Assign Element Types

In this step, you can assign the filters you created in the previous step to the appropriate element types, or make changes to the element type assignment of existing filters that you copied in the last step.

  • Use the input help to select the appropriate element types.
You can assign one element type to a filter, or you can assign more than one element type to a filter. For example, you could combine element types Business Partner and Business Agreement in one filter so that they would be displayed together in the case details.
Note the following:
  • If you assign multiple element types to one filter, you can only assign objects to the node of the case record model that was found first in the selection of filters in the IC WebClient. The dropdown box for assigning objects to another node in the case record model does not appear in this case.

  • You cannot use the CRM_SP_CASE_DOCUMENTS element type in combination with other element types because the navigation link used for CRM Content Management is different from the navigation link for the other filters. This element type is assigned to the preset filter Document.

Make Settings for Element Type

You can use further settings for the element type to modify the table display of various filters in case processing in the IC WebClient according to your needs:

  • Enter a relation type if a case record model appears at least twice in the same element type.
The relation type serves to uniquely identify the element type.
For example, you can use the relation type entry to differentiate between employees and contact people in element type CRM_BUSINESS_PARTNER.

Columns area

  • Select a BOL type whose attributes you want to use to fill in various columns of the case detail display.
Ensure that the BOL type you select is compatible with the selected element type.
  • In the Description field, enter the desired column heading for the first column of the table in the case detail display.
  • For columns two through six, assign the corresponding BOL object attributes to the table filter display, thereby defining the column content.
Use // for the object attribute directly, or ////.../ if there is a 1:1 cardinality relation. If you want to use attributes that are in higher levels of the object hierarchy than the BOL type you selected, begin the value with //root///.../.

Case Record Entry area

  • Set the Insert indicator if you want it to be possible to add entries for case records in the application.
  • If you do not set the Insert indicator, enter an ABAP object class (mapper class).
When new objects are added in the case detail display, the object class determines the correct BOR key from the object ID. Therefore, to add new objects, you can either enter the corresponding object ID or use the search help.
  • Specify the desired return parameter for the search.
You use this entry to define the result that you want the search to return (object ID, for example).
  • If you want to pre-fill a certain field during a search, specify the object type parameter for the search help structure.

Define Filter Profiles

In this step, you define filter profiles by grouping various filters together.

  • Enter a profile ID and description of your choice.

Assign Filter

In this step, you assign filters to your filter profiles. In addition, you mark which filter should appear when a case of a certain case type is called up for the first time.

  • Use the input help to select the desired filters.
  • Use the Initial setting to indicate which filter in this profile should appear the first time the case details is called up.

Assignment of the filter profiles to the corresponding case types takes place in the next Customizing activity, Define Profiles for Case Processing.






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