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_ISUCSFO_000018 - Define Process for Inbound Documents

General Data in Customer Master   RFUMSV00 - Advance Return for Tax on Sales/Purchases  
This documentation is copyright by SAP AG.

The inbound documents enables you to receive all documents, E-mails and faxes sent to company's service addresses, and pass them on to the Customer Interaction Center (CIC) for processing.

The business object workflow start for inbound documents (CCPRECEIVE) automatically receives all inbound messages. For each inbound E-mail it starts a workflow that acts as the container in which the document is processed. SAP provides the standard workflow WS20500144 which automatically answers the sender's mail with a confirmation of receipt. It then attempts to determine the relevant business partner by means of the sender's E-mail address. The system then generates a dialog workitem for the method CCPCICWI.ExecuteCICDocumentItem- this represents the received document in the workflow inbox of the CIC agent. These workitems can only be executed in the workflow inbox of the CIC.

When the agent executes the document, the system displays the document. It also and communicates the business partner to the business partner component of the CIC in the same way as an incoming call. The system also places the mail in the CIC clipboard. If necessary, the agent can initiate a response mail to the business partner or a callback.

Once the mail has been processed, the CIC agent ends the workitem. He/she can cancel the workitem, retain it in his/her inbox or place it in the general CIC inbox where it as accessible to all CIC agents.

In this IMG activity, you maintain the settings of the recipient object CCPRECEIVE. This includes the configuration of the workflow that is started, as well as the start priority and the E-mail address to which the agent sends any answers.

See Preconditions for information on the SAPconnect settings required for the CCPRECEIVE configuration to receive the documents. These settings also ensure that the workflow is able to send documents as answers to the mail.

Maintain SAPconnect settings in the IMG under Basis -> Basis Services-> Communication Interfaces -> SAPconnect Cross Client Settings. You can also use the function SCOT with which you can manage and monitor SAPconnect.

To display the workitems in the CIC, activate the CIC workflow inbox for the application area in your profile. For more information, see Establish Settings for the Workflow Inbox Component. WS20500144.

SAP provides the standard task group TG20500002 that contains all the ta sks associated with this process, including the example workflow WS20500144.

Use your own workflows to process E-mails to be sent to different addresses. The text for the automatic confirmation mail is stored as a task description of the workflow step for send the automatic reply.

You can include additional steps in your workflow to, for example, change the priority of the workflow on the basis of the business partner.

You can also remove the workflow step that identifies the business partner. The business partner is then automatically identified when the workitem is executed in the CIC.

You can send SAP system documents to predefined E-mail address and fax numbers using your own user. This enables you to test your settings locally. The documents are then sent to the address/number with your user master specified as the sender. If the settings are correct then you will find an automatic reply in your normal SAPoffice inbox.

You must also define an additional node for the communication type INT or FAX that processes the documents sent to the predefined recipient addresses and uses the RFC dsetination NONE.

You do not have to schedule any sending jobs. You can start a sending job for the relevant communication type manually in the function SCOT after you have sent the document. This means you do not have to wait for next scheduled sending process in order to continue testing.

Give the E-mail address/fax number from your user master to one of your business partners, so that you can test the business partner identification settings in both the workflow and the CIC.

CL_GUI_FRONTEND_SERVICES - Frontend Services   General Data in Customer Master  
This documentation is copyright by SAP AG.

Length: 4428 Date: 20240606 Time: 173617     sap01-206 ( 123 ms )