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ICM_OPER_GENERAL - Basic Settings for Activities and Incidents

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Customizing for incidents and activities is provided in the standard delivery for Service. You can use this Customizing as a basic model for further transaction types in investigative case management (ICM). To do so, you must respect certain conditions.

Transaction Types

There are two new transaction types for ICM: INCI for incidents, OPER for activities. These transactions are maintained in the Customizing activity Define Transaction Types.

Transaction numbering for incidents and activities is performed using the standard number range object CRM_ACTIVI with the internal number range number 01. You must use this number range if customizing these transaction types.

You can use the INCI and OPER transactions as they are, or you can copy them to new transaction types.

When you copy the INCI and OPER transactions, they are copied to identical transaction types, as specified in the Customizing activity Define Copying Control for Transaction Types.

Business Transaction Categories and Classes

The INCI and OPER transaction types are each assigned to a new category and class, which allows you to use them for coding. INCI is assigned to the ICM Incident category and to the ICM Incident class (if working in SAP GUI, the class key is M). OPER is assigned to the ICM Activity category and to the ICM Activity class (if working in SAP GUI, the class key is L).

If you decide to create your own categories, you must map them to either the ICM Incident class or the ICM Activity class. In other words, if the transaction type you created is intended for use as an activity, it must be assigned to a category matched to the ICM Activity class. This principle also applies to incidents.

You define categories in the Customizing activity Maintain Categories, and you map categories to transaction types in the Customizing activity Assign Categories to Transaction Types.

Partner Determination Procedure

The INCI and OPER transaction types are each assigned a new partner determination procedure: ICMINCID and ICMOPER respectively. You maintain these procedures in the Customizing activity Define Partner Determination Procedure.

You can use the partner determination procedures as they are, or replace them with custom procedures. If you replace them, you must use the functions specified in the Define Partner Determination Procedure to ensure that they function correctly for ICM.

Organizational Data Profiles

The organizational data profile ICMOPERATION is used with transaction type OPER.

The profile is defined in the Customizing activity Maintain Organizational Data Profile. The profile is assigned to the transaction in the Customizing activity Assign Organizational Data Profile To Transaction Type.

You can use the organizational data profile as-is or replace it with a custom profile.

Date Profiles

The INCI and OPER transaction types are each assigned a new date profile: ICM_INCID and ICM_OPER respectively. The reference object for both date profiles is ACTIVITY. No date rules or durations are assigned to either date profile. You maintain the profiles in the Customizing activity Define Date Profile.

ICM_INCID uses the date type ICMACTACTUAL, whereas ICM_OPER uses both ICMACTACTUAL and ICMACTEXPECT.

You can use the date profiles as they are, or replace them with custom profiles. If you replace the default date profiles by customer-defined profiles, you must assign the ICMACTACTUAL and ICMACTEXPECT date types to the custom date profiles to ensure that they function correctly for ICM.,,

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Length: 4330 Date: 20240523 Time: 193919     sap01-206 ( 76 ms )