Processing a Web Request 

Purpose

The processor uses this business process to check/process Web requests created as service orders and forward them to the processor responsible for approving them.

The request data is processed in one of the request category views designated for this purpose.  The processor finds the request data here and, if necessary, more fields in which request-specific notes can be logged.

Whilst the constituent enters their request, the processing is only in electronic form. The person placing the request can now find out the processing status of their request through the Internet or a central Interaction Center.

Prerequisites

You have defined the Customizing settings for partner/organization determination. For more information, see the implementation guide for CRM, under Customer Relationship Management ® E-Service ® Web Requests ® Define Activity Reason for Partner Determination.

Process Flow

       1.      Select Service Order for Processing (CRM Server)
The processor selects a service order from their area of responsibility.

       2.      Display Request Form (CRM Server)
The processor calls the request form with the use designated for them.

All data entered by the person placing the request is displayed plus the other processing fields filled in. If they are dealing with a Web request with a digital signature, they can also verify the request data and signature.

       3.      Maintain Request Data (CRM Server)
The processor can add data to the request form by making entries in the appropriate entry fields.

       4.      Add Processing Notes (CRM Server)
If required, they can also add process notes in the service order for other processors.

       5.      Assign Service Order to Case (CRM Server)
If the service order processing is a complex, multi-level service, the processor can assign the service order to a case.

       6.      Update Processing Status (CRM Server)
The processor can update the processing status of the service order after processing the order.

       7.      Forward Service Order (CRM Server)
The processor forwards the service order for approval to the responsible processor.

       8.      Approve Request (CRM Server)

       9.      Create Official Notification (CRM Server)
In connection with the approval of requests, a written notification and/or the desired product is issued and sent to the person placing the request.

   10.      System Provides Status Information (CRM Server)

   11.      Check Processing Status (Web Client)
The person placing the request can use the Internet at any time to check the processing status of their request. They do this using a special status information function in SAP CRM and selecting their service order. Alternatively, they can get information on the status from a central Interaction Center.