You can use this workflow scenario to support your company's processes for complaints handling. In this scenario, the SAP Business Workflow component helps you process, monitor and complete newly created or activated quality notifications promptly and efficiently. This process is implemented in a workflow template that triggers and controls the execution of the following standard tasks:

• Notifying an authorized person (for example, the notification coordinator) that a new quality notification has been created or activated in the system and that tasks need to be defined for the notification
• Notifying an authorized person that tasks have been created for the quality notification and that these tasks need to be processed
• Notifying an authorized person (for example, the notification coordinator) that all tasks have been completed for the quality notification and that the notification needs to be completed or new tasks need to be defined for the notification

If the appropriate settings have been made for the SAP Business Workflow, the system automatically sends a work item to the persons or departments responsible, advising them that certain tasks need to be performed. This process includes the following tasks and causes:

For each of the tasks described above, the system notifies the following persons or departments in the order shown:

1. Coordinator of notification
2. Responsible department (if a coordinator is not specified)
3. All persons in the system assigned to this task (if a coordinator nor a responsible department is specified)

All required preparation and Customizing steps have been carried out for the SAP Business Workflow.

The graphic below provides an overview of the workflow process and shows how the various participants interact in the process.

For additional information on the related workflow scenarios, see: