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CRM_RULMOD_DEC_ENGIN - BAdI: Forward Service Requests

You can use this Business Add-In (BAdI) in Service Request Management (CRM-BTX-SRQ-BF).

You can use this BAdI to enhance the forwarding/dispatching function by a customer-specific implementation to determine a new employee responsible. You can create several implementations that each determines the employee responsible in a different way.

Example

When forwarding a service request, you want to take the workload of the employee responsible into account.

To do so, you create a BAdI implementation to determine an employee responsible who has enough capacity to process the service request.

To determine the employee responsible depending on the data of a service request, you create a rule policy in the Service Request Management context. In the actions of the rule, you use the input help to choose a decision engine defined with Customizing activity Define Decision Engine for Forward BAdI. The decision engine is used as filter for the BAdI implementation.

The BAdI uses attributes of the service request to return a business partner.

To call the BAdI implementation, you provide a button for the work area toolbar. When a user presses the button, a rule policy is executed. You can use the function either by customizing the standard Dispatch button or by creating a customer-specific button.

In the standard system, rule modeler action ROUTE_TO_DECI and service AH_ROUTE_TO_DECI are available. The action ROUTE_TO_DECI contains the following parameters:

• ID = Decision engine ID

• PARTNER_FNT = Partner function

1. In activity Define Decision Engine for Forward BAdI, define the decision engines you want to use.
2. Create one or more BAdI implementations that determine the business partner. Use the decision engines as filters for the BAdI implementation. In the rule policy, the decision engines are available as input help.
3. Make the call of the decision engine available as button in the work area toolbar. You have the following options:
1. Customize the existing dispatch function.
2. Create a customer-specific button based on the sample action ROUTE_TO_DECI - Route to Decision Engine.
4. Create a rule policy in the Service Request Management context.
5. Choose the required decision engine in the action.





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