Clarification Cases Created Automatically

Purpose

Based on the settings defined in Customizing, the system can create clarification cases automatically from application logs. The system creates clarification cases resulting from messages output in application logs in the following steps. (Clarification cases created manually and using mass generation are not subject to this process.)

Process Flow

  1. Determination of clarification case category

    1. Determination of case categories using the case type of the transaction to be analyzed

    2. Comparison of the messages output in the application log with the case creation by simple or complex condition defined in the Customizing section Maintain Clarification Case Categories

      If a clarification case is determined, the system checks whether an identical case already exists for the problem (table EMMA_CASE_MSG_ LINK ) – provided you have made the relevant settings in the Customizing for the clarification case category. If a case already exists, the system determines the status of the case (table EMMA_CASE). If the status is Closed or Reversed , the system does not create a new case.

    3. Call of the method CASE_DETERMINE of the BAdI EMMA_CASE for clarification cases that the system is to create based on complex conditions – recognizable from the value 2 in the field CDTYPE in table EMMA_CCAT_ HDR (see header entries of the case category in the Customizing section Maintain Clarification Case Categories ).

      In the BAdI method CASE_DETERMINE, you define the rules for determining complex case categories. They can be based on a combination of messages and any other conditions.

    4. Assignment of priority and due date

      To do this, the system uses the settings defined in Customizing for the case category.

  2. Determination of the business objects relevant for the processing and clarification of the case using the details for the case object defined in the Customizing under Maintain Clarification Case Categories .

  3. Prioritization of the clarification case

    On creation, a clarification case receives the priority assigned to the case category as default (see step 1.d above). You can override this value based on complex conditions that you define in the folder Case Priority in Customizing under Maintain Clarification Case Categories . If there is an entry for the case priority for the case category, the system determines the value of the BOR object attribute defined. If the attribute value fulfills the condition, the system applies the new priority to the clarification case. The system can derive the attribute from the BOR objects defined in the table EMMA_CCAT_MSG.

  4. Closing the clarification case

    Using the method CASE_COMPLETE of the BAdI EMMA_CASE, you can make installation-specific changes to the attributes of clarification cases and attach additional information, such as customer fields and objects to a clarification case.