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_FICAEMMA_EMMACCAT1 - Create Clarification Case Category

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In this activity you can create new clarification case categories.

For each clarification case category, you define the conditions for creating clarification cases, which business objects and solution processes are to be assigned to these clarification cases, and who the clerk responsible is.

Different programs that issue the same error messages, such as a dialog transaction and mass activity for the same business process, are assigned to the same business process code. This means that you can assign these programs to the same case category and therefore treat them the same.

You can define clarification case categories dependent on a business object; however, they can also be independent of business objects. If the same error message is to be output for different business objects, (for example, "Customizing missing"), only one clarification case is opened for all messages concerned.

If the clarification cases are to be created automatically, you have to assign the messages in the message pool (see below) that are relevant for the case to the required case category.

Basic Data

With an entry in the field Case Creation Type, you control whether clarification cases are to be created manually or automatically as follows:

• Based on a simple rule

• According to complex conditions

• Using the Business Add-In for case processing (EMMA_CASE)

Clarification cases can be created automatically based on individual error messages or a combination of different error messages.

If you use the simple rule, the system merely checks whether one or more messages occur.

However, you can also formulate complex conditions that are based on all attributes of the business objects or field values that are issued in the messages of the message pool. To define a complex condition:

1. Select this option in the input help.
2. Click on the condition dialog box.
3. In the dialog box that appears, create the object links required.

If a complex condition is not sufficient for the evaluations you require, you can use the Business Add-In method DETERMINE_CASE in the Business-Add-In EMMA_CASE to implement an installation-specific check routine.

Determination of Clerk Responsible

In the field Processor Rule, enter a predefined rule for determining the clerk. Click on the relevant icon to define the data flow from the clarification case to the processor rule. You do this after you have created the Container (see below). In the subsequent dialog box, you can generate the data flow automatically and then complete it manually (if necessary).

Determination of Due Date

The system calculates the due date of a clarification case based on either the event for which the clarification case was created, or the event for which the problem occurred. Make the following settings in the header of the case category in the area Due Date:

1. In the field Deadline, enter a value between 0 and 999, and in the field next to that, enter the required unit of time (seconds, minutes, hours, days, months, years).
2. In the field Calculation Basis, specify how the due date is to be calculated.

Description

Here you can define a long text that is then displayed in the clarification cases created.

Message Pool

The message pool determines clarification cases and their priorities, and the business objects and field values assigned to a case.

Container

You can generate the business objects relevant for a clarification case from the variables of the messages in the message pool or create them manually. You then assign these business objects to clarification cases later. If the business objects are to be filled automatically from the message pool, you have to define the data flow by clicking on the relevant icons. In the subsequent dialog box, you can generate the data flow automatically and then complete it manually (if necessary).

To transfer the business objects, select the required message in the folder Message Pool and click on Case Objects. Then, in the input help, choose a business object assigned to this message. You can change the proposed element name later. It is used to create data containers for the case attributes and objects.

Priorities

You can define a default case priority at the level of the clarification case header. However, you can overwrite this priority dependent on the attributes defined for the business objects involved and the field values of the message pool in the folder Case Priority. This enables you, for example, to overwrite a standard priority assigned to a clarification case if a specific customer is to be classified differently based on the company policy. The entries are checked starting with the highest priority and ending with the priority for which the conditions are fulfilled.

1. In the folder Case Priority, place the cursor on the priority whose condition you want to edit and choose Continue.
2. Click on the condition dialog box.
3. In the dialog box that appears, create the object links required.

Solution Processes

The settings defined in the folder Processes cover the steps that lead to the clarification of a case. Solution processes and the data flow are represented by BOR object type methods or workflows. They can be executed manually or automatically (indicator Automatic Process) and refer to a specific case category. The data flow is defined by the data source and the target element that you assign to the source.

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