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ISM_CIC_WF_DOC - Define Process for Incoming Documents

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The process Incoming Documents allows you to receive documents sent to certain general service e-mail addresses or fax numbers in your company and to make them available for processing in the Customer Interaction Center (CIC).

The business object Workflow Start for Incoming Documents (CCPRECEIVE) is used as an automatic recipient. It starts a workflow for each e-mail it receives and the workflow serves as a container for further processing of the document. The standard delivery contains the sample workflow WS26000005, which automatically sends a confirmation of receipt to the sender of the mail and then tries to determine the business partner from the sender's e-mail address. Finally, a special dialog work item is created for the method CCPCICWI.ExecuteCICDocumentItem, representing the document that is to be processed in the CIC employee's workflow inbox. Work items of this type can only be executed in the workflow inbox of the CIC.

When the work item is executed, the document is displayed and the business partner determined is communicated to the business partner component of the CIC in the same way as an incoming call. In addition, both the mail and the workflow are placed in the CIC object repository. During processing, the employee can send a reply mail or initiate a call to the business partner, if necessary.

Once processing of the mail is complete, the CIC employee ends mail processing by closing the work item, retaining it in his or her inbox or returning it to the general inbox accessible to all CIC employees.

In this activity, you maintain the settings for the recipient object CCPRECEIVE. Besides a description of the configuration of the workflow that is to be started, these settings include its start priority and the e-mail address to which response mails are to be sent.

The Preconditions section lists settings you must make in SAPconnect so that your CCPRECEIVE configuration receives the desired documents, allowing the workflow to send response documents.

You can use this scenario to forward e-mails containing inquiries, complaints or change requests for orders (sent, for example, to the e-mail address service@yourcompany.com) to CIC employees for processing.

In order to use this scenario, you must configure SAPconnect so that it is linked to your company's Internet mail system, to at least ensure that e-mails directed to the desired addresses in your company arrive in the SAP System. You should also make sure that the SAP System can send Internet mails and/or fax documents.

The most important setting you will need to make is to configure an appropriate node for the communication types INT (Internet mail) and/or FAX and to schedule regular send jobs for these communication types.

In the inbound distribution settings for SAPconnect, redirect the documents sent to the desired addresses or fax numbers to the business object Workflow Start for Incoming Documents (CCPRECEIVE). To do this, choose the imput help for the field New Recipient and select SAP Object Instances and finally Workflow Start for Incoming Documents in the series of dialog boxes displayed. Finally, choose one of the recipient configurations maintained in this IMG activity. The text WF Start: is now displayed as the new recipient.

The SAPconnect settings are maintained in the IMG under Basis Components -> Basis Services -> Communication Interfaces -> SAPconnect: Cross-Client Settings. You can also use transaction SCOT, which is used for administration and monitoring of SAPconnect.

Before the work items can be displayed in the CIC, you must activate the CIC workflow inbox for the CIC application area in your profile. For further information, see Settings for Workflow Inbox Component.

SAP delivers the standard task group TG26000001, which contains all the tasks linked to this scenario, for example the sample workflow WS26000005.

Use your own workflows to process e-mails to various destination addresses, since the text for the automatic confirmation mails is recorded as a task description of the workflow step for sending the automatic reply.

You can also add additional steps to your workflows, for example, changing the priority of the workflow according to the business partner identified.

You can also leave out the step in which the business partner is identified. Identification is then performed automatically when the work item is executed in the CIC.

You may wish to send documents to the general e-mail addresses or fax numbers in your SAP System with your own user in order to test the settings. The documents will then be sent with the Internet e-mail address or fax number from your user master as the sender. You will find the reply documents in your normal SAPoffice inbox.

To test locally, you must configure an additional node for the communication type INT or FAX, which processes documents sent to the general recipient addresses and uses the RFC destination NONE.

You do not need to schedule fixed send jobs when testing. You can start a send job manually for the appropriate communication type in SAPconnect administration (transaction SCOT). The advantage of this is that you do not need to wait for the next scheduled send process before you can continue testing.

Assign the Internet e-mail address and/or fax number from your user master to a business partner so that you can test business partner identification in the workflow and the CIC.

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This documentation is copyright by SAP AG.

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