Steps in a Workflow (Biblioteca SAP - Servicio al cliente (CS))

Steps in a Workflow

If a service notification is created in the system with the status "Outstanding notification," a workflow based on the template Process SM is started.

Workflow Structure

The workflow structure has several parallel branches to an activity and several wait steps. The structure is defined in such a way that the system processes only one of the branches. The activity makes reference to the standard task..

Determination of Agent

To identify the agent, the system searches for the person responsible in the service notification. The following two partner functions are defined in the service notification:

Coordinator

Department responsible

The system first searches for the coordinator. If a coordinator is not specified, the system then searches for the responsible department. If a responsible department cannot be found, then all persons in the system assigned to this task will be notified.

The system identifies the agent on the basis of a role resolution. The role 178 SM_NOTIF_ROL (Person responsible for processing the service notification) is defined as the default role for this standard task.

Role container Task container

NOTIFICATION <- NOTIFICATION

Binding

The following binding is defined for the step "Process service notification".

Task container Workflow container

_WI_Object_ID <- NOTIFICATION
NOTIFICATION <- NOTIFICATION

Result of Processing and Termination of Workflow

The processing of the work item results in the event Service notification processed. This event terminates the task and the entire workflow.

After the user has processed the service notification, it can either have the status "Notification in process" or "Notification completed."

Nota

The terminating events Deletion flag set, Service notification completed, Service notification in process and All tasks completed can also occur outside of the workflow process.