Processing Clarification Cases

Use

The system places the clarification cases generated in clarification lists.

Prerequisites

The functions for processing clarification cases are protected by the authorization object B_EMMA_CAS.

To forward clarification cases, you have processed the activity Define Methods for Forwarding Clarification Cases in Customizing for Enhanced Message Management under Specifications for Generating Clarification Cases. You can define a default method for cases with a category and priority for which you have not defined a forwarding method in Customizing. For more information, see the documentation in the Customizing activity.

SAP does not currently deliver a workflow for forwarding clarification cases generated by Enhanced Message Management . From the SAP Easy Access screen under Start of the navigation path Office Next navigation step Workplace End of the navigation path (transaction SBWP), you can forward clarification cases to the workflow inbox of an individual user by selection criteria (such as status, user, due date, organizational unit).

Features

In clarification processing, depending on their authorization profile, clerks can:

  • Display clarification cases

  • Select clarification cases and place them in processing

    When a clerk processes a clarification case, the system saves their user name in the attributes, the processing status of the case changes, and the case is locked for processing by other users.

  • Forward clarification processes to other clerks

    You can assign clarification cases to the clerks responsible for further processing manually in the clarification list. For more information, see Clarification Lists . Alternatively, you can forward clarification cases automatically based on methods that you define according to the clarification case category and priority of a case.

  • Return clarification cases to the clarification worklist

  • Check the status of clarification cases and change their attributes (priority, authorization, status, due date, processor)

    The system updates the processing status after each user action. By assigning clarification cases to authorization groups, such as particularly important customers , you can restrict clerks' access to the clarification worklist.

  • Create new clarification cases

  • Define processing notes and reasons for creating a new clarification case

  • Trigger the business processes relevant for clarifying a case directly

Activities

To display and edit clarification cases, use the following transactions in Enhanced Message Management:

  • • Display Clarification List (transaction code EMMACL)

  • Create Clarification Case (EMMAC1)

  • Change Clarification Case (EMMAC2)

  • Display Clarification Case (EMMAC3)

    Note Note

    You can add additional processing screens to clarification case processing.Here you display additional customer-specific attributes and implement own functions (see Customizing for Contract Accounts Receivable and Payable under Start of the navigation path Basic Functions Next navigation step Enhanced Message Management Next navigation step Specifications for Customer-Defined Business Processes and Messages End of the navigation path ).

    You make settings regarding the modifiability of individual fields in the transactions for creating, displaying, and changing clarification cases (EMMAC1, EMMAC3, EMMAC2) in the SAP menu under Start of the navigation path Tools Next navigation step ABAP Workbench Next navigation step Development Next navigation step Other Tools Next navigation step Field Selection End of the navigation path . For example, to permit changes to the due date in transaction EMMAC2, enter the Module Pool SAPLEMMA_CASE_TRANSACTION and the Screen Group EMMA and choose Change .

    The transactions EMMAC2, EMMAC1, and EMMAC3 use the field selection to determine display attributes for own fields.

    End of the note.