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ICM_CMG_GENERAL - Basic Settings for ICM Cases and Leads

CL_GUI_FRONTEND_SERVICES - Frontend Services   CL_GUI_FRONTEND_SERVICES - Frontend Services  
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To work with investigative case management (ICM) cases you must make the following settings in Customizing:

Define Number Range Intervals for Cases

Define the case IDs that the system assigns to new cases in Customizing for Serviceunder Case Management -> Basic Settings -> Define Number Range Intervals for Case.

Define ICM Case Types

Define ICM case types to represent specific investigative case types in Customizing for Serviceunder Industry-Specific Solutions -> Public Sector -> Investigative Case Management -> Case and Leads -> Define ICM Case Types. An ICM 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 IDs

• User authorizations for cases

The following case types are pre-defined in the standard system for ICM:

• ICMC for investigative cases

• ICML for investigative leads

You can assign a number range interval to a case type to determine which number range the case ID is automatically assigned from.

Create Status Profile

Create a status profile to which you assign case statuses in Customizing for Serviceunder Case Management -> Basic Settings -> Create Status Profile.By assigning a status profile to a case type in the Customizing activity Define ICM Case Types, you determine thepossible statuses that users can set for cases of this case type.

Copy Case

Define case copy parameters to determine which elements of a case to copy in Customizing for Serviceunder Case Management -> Basic Settings -> Copy Case -> Define Parameters for Copying Cases.

Define Categorization

Configure multilevel categorization according to your needs in Customizing for Serviceunder Cross-Application Components -> Multilevel Categorization.

Determine Permitted Values for Case Attributes

Reasons

Define valid reasons for case creation for each case type in Customizing for Serviceunder Case Management -> Basic Settings -> Determine Permitted Values for Case Attributes -> Create Values for Reasons.

Priorities

Define the valid priorities for all cases in Customizing for Serviceunder Case Management -> Basic Settings -> Determine Permitted Values for Case Attributes -> Create Values for Priorities.

Reasons for Escalation

Define valid reasons for escalation for all cases in Customizing for Serviceunder Case Management -> Basic Settings -> Determine Permitted Values for Case Attributes -> Create Values for Reasons for Escalation. You determine the valid reasons for escalation for each case type by assigning them to the attribute profile for a case type in the Customizing activity Define ICM Case Types.

Process Partners,,

Define Partner Functions

Define partner functions in Customizing for Serviceunder Case Management -> Process Partners -> Define Partner Functions. Enter short descriptions, assign them to partner function categories and enter usages. In some cases, you can also specify a corresponding business partner relationship category.

The following partner functions are pre-defined and required in the standard system for ICM:

• 00000014,,Employee Responsible

• 00000099,,Responsible Group

• 00000112,,Responsible Organization

Define Partner Determination Procedures

Define partner determination procedures and their corresponding partner functions in Customizing for Serviceunder Case Management -> Process Partners -> Define Partner Determination Procedures. For each function, you can define the maximum and minimum number of partners that can be specified per case.

Assign Partner Determination Procedures

Assign partner determination procedures to case types in Customizing for Serviceunder Case Management -> Process Partners -> Assign Partner Determination Procedures. You can assign a single partner determination procedure to many case types. However, each case type can only have one partner determination procedure assignment.

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This documentation is copyright by SAP AG.

Length: 6665 Date: 20240523 Time: 194730     sap01-206 ( 75 ms )