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CRM_CASE_IC_PROFILE - Define Profiles for Case Processing

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In this Implementation Guide (IMG) activity, you define profiles for case processing in the Interaction Center (IC) WebClient. You assign a case type and filter profile for each case processing profile.

In addition, for each case processing profile, you can replace the Attributes view and Attributes extended view in view set Cases with your own views, if you like. In the standard system, you can use the More Fields link in the Attributes view to go to the Attributes extended view.

You have defined the necessary filters for the case detail display in Customizing for Customer Relationship Management by choosing Interaction Center WebClient 2005 --> Business Transactions -->Case Management --> Define Filters for Displaying Case Details.

The standard system includes a standard profile, DEFAULT, which has case type Incident Tracking and filter profile DEFAULT assigned to it.

In the standard system, the navigation bar entry Cases in the IC WebClient links to the view set for creating cases. Case searches are run via the agent inbox.

However, if you want to use the view set for case searches, you must configure it in Customizing for Customer Relationship Management by choosing Interaction Center WebClient 2005 --> Basic Functions --> Define Navigation Bar Profiles.

Create a Case Processing Profile

• Enter a technical name and description for your case processing profile.

• Assign a case type and filter profile.

Please note that all the case types in the system appear in the input help for the case type field. In SAP Customer Relationship Management (SAP CRM), you can only use case types with processes C*, T*, X*, Y*, or Z*. If you select a case type that does not match these specifications, a corresponding error message appears.

For further information about processes, see Customizing for Customer Relationship Management under Case Management --> Extended Customizing --> Special Settings --> Define Processes --> Define Processes.

• Use the Default indicator to control whether the fitting case type should appear as a default entry when the navigation bar entry Cases is chosen in the IC WebClient for creating a new case.

The agent also still has the option of selecting other case types that are in the profile by using a dropdown box.

Exchange Views

• Attributes

Enter the appropriate data so that you can replace the Attributes view with your own view.

Enter the technical name of your Business Server Page (BSP) application along with the relevant controller class.

• Attributes - extended view

Enter the appropriate data so that you can replace the Attributes extended view with your own view.

Enter the technical name of your BSP application along with the relevant controller class.

This section provides information about creating your own views for releases up to and including SAP CRM 5.0. Customer-defined views should only be created by very experienced IC WebClient consultants with extensive ABAP knowledge.

Prerequisite

You have created your own application and your own runtime repository.

Activities

There are two ways of configuring the new views for the view exchange:

• You can generate your own view.

• You can use the functions of the existing views, Attributes (CaseAAttribute) and Attributes extended view (CaseAAttrMore), by copying these views.

To use the functions of the CaseAAttribute and CaseAAttrMore views:

Create a view based on CaseAAttribute (Attributes)

• Controller class

In transaction SE24, create a new view controller class, such as Z_MEINATTR_IMPL.

Enter attribute CL_CRM_IC_CASEAATTRIBUTE_IMPL (controller class for view CaseAAttribute) as the superclass. Now you will inherit all the functions of the CaseAAttribute view.

• View

Copy the CaseAAttribute.htm viewfrom the BSP application CRM_IC into your own view (Z_MEINATTR_IMPL, from the example above). Under View Attributes replace the controller class with your new controller class, Z_MEINATTR_IMPL.

• Controller

Copy controller CaseAAttribute.do from the CRM_IC BSP application. Replace the controller class with your new controller class, Z_MEINATTR_IMPL.

• Further settings in newly-created view

In the new controller class Z_MEINATTR_IMPL under Methods, create the constructor and enter the corresponding view name (Z_MEINATTR.htm) as the VIEW_NAME.

If you want to transfer buttons and links, you must redefine the corresponding methods and copy the coding. In addition, you must create the necessary navigation links in XML Customizing in your runtime repository.

Creating a view based on CaseAAttrMore (Attributes - Extended View)

See CaseAAttribute.

See BSP test application BSP_IC_CMG_DEMO.

CL_GUI_FRONTEND_SERVICES - Frontend Services   ABAP Short Reference  
This documentation is copyright by SAP AG.

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