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CRM_SRQM_WP - BAdI: Determination of Transaction Ranking

RFUMSV00 - Advance Return for Tax on Sales/Purchases   RFUMSV00 - Advance Return for Tax on Sales/Purchases  
This documentation is copyright by SAP AG.

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

You can use the BAdI to classify service requests with a transaction ranking. You can use this to filter search results to obtain decision support for the scheduling of support tasks.

The BAdI contains two methods that the system processes as follows:

• DETERMINE_WP_FIXEDVALUE - Determines a fixed value that you calculate based on values that can be saved in a service request (for example priority, category, and so on.).

The system calls this method when the service desk agent saves a service request.

Example

In the sample implementation, the fixed value is determined by the priority. The higher the priority of a service request, the higher the value that is determined. Additionally, the fixed value increase when a service request is escalated.

The system saves the fixed value to the database and calculates it again when a service request is changed and saved.

• DETERMINE_WORK_PRIORITY - The method DETERMINE_WORK_PRIORITY uses the fixed value as an import parameter to determine the final transaction ranking. The system calls this method when you search a service request in a search dialog. By processing the search, the system calculates the transaction ranking dynamically.

Caution

Because this process needs some system capacity, you should only use dates to determine the final transaction ranking. For example, the transaction ranking changes when the requested end of an incident approaches.

Example

In the sample implementation, the system determines the transaction ranking according to the time that has been passed since the service request was created. The system multiplies the fixed value by the calculated timeframe. The greater the elapsed time is, the higher the transaction ranking.

In the standard system, a sample implementation is delivered. You can use it as a template for creating your own BAdI implementation.

rdisp/max_wprun_time - Maximum work process run time   BAL_S_LOG - Application Log: Log header data  
This documentation is copyright by SAP AG.

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