Easy Enhancement Workbench for Case Management 

Purpose

With the Easy Enhancement Workbench you can add new folders to the data model of the CRM case and integrate them into the business processes. SAP CRM supports you in the following functions:

●      Adding fields which you can integrate in the user interface (CRM WebClient) in a subsequent step.

●      Admission and update of new fields in DataSources for the SAP Business Information Warehouse (SAP BW)

For these functions, the system automatically generates all objects and table entries required.

Prerequisites

CRM Case Management is an extension of SAP Basis Case Management. The standard attributes of SAP Basis Case Management are enhanced in CRM by using the table CRMD_CMG_CASE_AT in the attribute profile CRM_0001 of cases (object in Customizing). We recommend you use this table if using your own attribute profiles, because enhancements with the Easy Enhancement Workbench are only possible with this setting.   

Process Flow

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       1.      To add new fields to cases, use the business object CRM Case and create an enhancement of the type Add New Case Attribute.

A wizard helps you to define the individual enhancements and provides you with the necessary information for each step.

       2.      Specify the following in the dialog of the wizard:

○       Description of the enhancement

○       The attributes to be added (field labels)

○       Properties of the attributes (data type, length)

       3.      Choose Complete to add the attributes to the cases.

       4.      If you want to set newly-created fields so that they can be analyzed using the SAP Business Information Warehouse (BW), you must make the following settings:

                            a.      For each new field, create an InfoObject in SAP BW that has the same technical properties (field length, field type, and so on) as the corresponding source field.

                            b.      Add the new InfoObjects to the InfoSource 0CRM_CASE_ATTR. Once the transfer structure from the source system has been successfully replicated, create mapping from the source field to the InfoObject.

                            c.      You enhance the ODS objects 0CRM_CASE and 0CRM_CMGL with the new InfoObjects. The update rules for the named ODS objects for the new InfoObjects must be adjusted accordingly (use the update method Overwrite).

Technical Implementation

The Easy Enhancement Workbench creates the following repository objects and table entries in accordance with your entries:

●      A data element for each field

●      Customizing include structure CI_EEW_CRMT_CMG, to which fields are added

●      A dictionary structure with the new fields for each subobject. This structure is contained in the Customizing include structure.