In order to use the workflow function in SAP Multichannel Foundation for Utilities and Public Sector, you must make the following settings in Customizing:
Switch on the function
By default, the feature is switched off in the delivered Customizing. To switch it on, do the following:
In transaction SPRO, under SAP Utilities
, choose .
Select the business process Record a customer Interaction
, and make the following settings :
Entity Name
: AccountContact
Parameter
: FollowUpWorkFlow
SEQNO
: 1
Parameter Value
: X
Select the business process Report an Outage
, and make the following settings:
Entity Name
: Outage
Parameter
: FollowUpWorkFlow
SEQNO
: 1
Parameter Value
: X
Define the Input Parameters table for the workflow
A follow-up workflow is triggered with input table which contains name and value pairs of variables. Customers can add any attribute belonging to the AccountContact
or Outage
entities to the workflow input parameters table. The fields in the input parameters table are defined by the parameter FollowUpWorkFlowInputVariable
under the business process Record a Customer Interaction
and Report an Outage
. By default, the example workflow 56200003
(UMC_AC_CRT
) takes the business partner contact ID (CONTACT
) as input parameter and makes the following settings:
Entity Name
: AccountContact
Parameter
: FollowUpWorkFlow
SEQNO
: 1
Parameter Value
: CONTACT
Entity Name
: Outage
Parameter
: FollowUpWorkFlow
SEQNO
: 1
Parameter Value
: CONTACT
You can control the input parameters for the follow-up workflow by maintaining this Customizing.
Maintain Event Type Linkage
for the business object
Note
This Customizing activity is not delivered by SAP. You are required to maintain this activity by using transaction SWETYPV, depending on the workflow template you are using.
The ID of the standard workflow template is 56200003
. When this standard workflow is used, the following entries must be maintained in the event linkage for the Event REQUESTRECEIVED
in the Business Object BCONT_UMC
as follows:
Field Name | Value |
---|---|
| BOR Object Type |
|
|
|
|
| WS56200003 |
| Function Module |
|
|
|
|
| Leave blank |
| Leave blank |
| Using tRFC (Default) |
| Checkbox must be enabled |
| System defaults |
| No errors |
Note
The receiver type is the ID for the workflow template that is to be used, starting with the prefix WS.
You are required to implement your own checking function module to decide which workflow template is to be triggered.
Checking Function
Since the REQUESTRECEIVED
Event in the business object BCONT_UMC
is used to trigger multiple workflows, the checking function ISU_UMC_CHK_ISR_WF_FOLLOW_UP
is designed for filtering out other workflows.
Currently, the standard checking function only checks the workflow type in the workflow container element WorkflowType
. It is also possible to use other workflow container elements to check whether the workflow is for following up with the customer after they create a message. You can do this by implementing your own checking function.
The following example illustrates how to use additional attributes of the entity AccountContact
or Outage
in the checking function.
Example
A customer wants to check the ContactClassID
of the entity AccountContact
or Outage
in the check function. If you want to check the ContactClassID
of the entity AccountContact
in the checking function, the follow-up workflow is triggered with a specific Contact Class.
You need to do the following:
Add this attribute to the input parameters table of the workflow in Customizing. In the Customizing that is delivered, only the business partner contact ID (CONTACT
) defined as input parameter. In this case, the Contact Class (CLASS
) needs to be added as an additional parameter as well:
Entity Name | Parameter | SEQNO | Parameter Value |
---|---|---|---|
|
| 1 |
|
|
| 2 |
|
When the business partner contact is created, you must ensure that the contact class is set properly. The contact class is automatically populated in the workflow container table InputVariables
.
In the checking function, add the following pseudo-code to check the ContactClassID
:
If the checking function module is of the type “Complaint”, no exceptions are raised. In this case, the workflow is triggered. Therefore, you can customize different workflows for different business partner contacts.