Configuring Extended Complaints and Returns in ICSS 

 

 

CRM Backend Configuration

Configuring transaction type group for Complaints & Returns

Only transaction types in a transaction type group for complaints and returns will be used in this web application. To define this transaction type group, in Customizing, choose Customer Relationship Management ® Web Channel ® Basic Settings ® Define Transaction Type Group. The transaction type group must be referred to by the Java XCM parameter tr_grp_for_complaints.

 

Configuring transaction type group for Product Service Letters (PSL)

Only transaction types in a transaction type group for PSL will be used in this Web application. To define this transaction type group, in Customizing, choose Customer Relationship Management ® Web Channel ® Basic Settings  ®  Define Transaction Type Group.  The transaction type group must be referred to by the Java XCM parameter tr_grp_for_recalls.

 

Defining complaints and returns transaction

The complaints and returns transaction types included in the transaction type group must be defined in Customizing.

Configuring business partner hierarchy

The complaints and returns Web application enables users to work for their company or a lower-level company in their hierarchy. The hierarchy used must be defined in Customizing:

Choose Customer Relationship Management ® Web Channel ® Basic Settings ® Define Business Partner Hierarchy.

 

Configuring subject profile, catalog, code group and code for reason code

When creating or displaying a complaint item from this Web application, a reason code field is offered if the transaction category is related to a subject profile that contains codes in a catalog of type ‘C’. To define the subject profile, catalog, code groups and codes, in Customizing, choose Customer Relationship Management ® Basic Functions ® Catalogs, Codes and Profiles.

The subject profile must be related to the complaint item category. In Customizing, choose Customer Relationship Management ® Transactions ® Basic Settings ® Define Item Categories.

 

Configuring external reference

External reference fields can be defined for the complaints and returns header and/or item so that the users can enter data in this Web application. To define these fields, in Customizing, choose Customer Relationship Management ® Basic Functions ® External References.

 

Configuring alternative product ID

This Web application can support an alternative product ID for transaction types where an alternative product ID profile is set. To define product ID profiles, in Customizing, choose Cross-Application Components ® SAP Product ® Alternative Product IDs ® Define Profiles.

This profile must be set and then linked to the transaction type. In Customizing, choose Customer Relationship Management ® Transactions ® Basic Settings ® Define Transaction Types.

 

Configuring text determination (including resubmission text)

Text display and text modification of text ID in the text determination procedure of an item depends on authorization object CRM_TXT_ID. In addition, if you want enable users to enter a text during resubmission, you must specify a text ID for that purpose. In Customizing, choose Customer Relationship Management ® Transactions ® Settings for Investigations ® Agent Groups ® Assign Text Types.

 

Configuring complaint item category

There are parameters in the complaint item category that can impact the user interface of this Web application. For instance, you can specify whether a product is changeable or if the main quantity is the returns request quantity or the complaint quantity. Those parameters can be set in Customizing. Choose Customer Relationship Management ® Transactions ® Basic Settings ® Define Item Categories. In this activity, you must select the Customizing related to the business transaction category complaints for the item category.

Mandatory Java Configuration

The value of the following configuration parameters must match the value offered in the CRM Backend for the application to work smoothly.

●      tr_grp_for_complaints
Description: This parameter specifies which transaction type group is used to refer to for complaints and returns.
Default Value: COMP
Value Range: This parameter must match one of the transaction type groups defined in Customizing. Choose Customer Relationship Management ® Web Channel ® Basic Settings ® Define Transaction Type Group.

●      tr_grp_for_recalls
Description: This parameter specifies which transaction type group is referred to for recalls (product service letter).
Default Value: PSL
Value Range: This parameter must match one of the transaction type groups defined in Customizing. Choose Customer Relationship Management ® Web Channel ® Basic Settings ® Define Transaction Type Group.

●      campaign_types
Description: This parameter specifies which campaign types can be used as reference documents in this Web application.
Default Value: none
Value Range: This parameter must match one of the campaign types defined in Customizing. Choose Customer Relationship Management ® Marketing ® Marketing Planning and Campaign Management ® Basic Data ® Define Campaign Types/Objectives/Tactics.If there are more than one campaign type, they must be separated by comma.

Optional Java Configuration

●      allow_bp_hierarchy_usage
Description: Determines whether users can view, create, or change documents (reference documents, and complaints and returns documents) on behalf of another company in the hierarchy. If this functionality is disabled, users can only perform actions on documents belonging to their company.
Default Value: 1
Value Range:

○       1 to enable

○       0 to disable

●      display_internal_product
Description: In transaction types where the APN (alternative product number) is enabled, this parameter determines whether the internal product number will be displayed to users.
Default Value: 1
Value Range:

○       1 to enable

○       0 to disable

●      max_item_for_large_document
Description: Indicates the maximum number of items that can be displayed in a document. If the document contains more items than the value of this parameter, users will be asked to enter selection criteria to lower the number of items displayed to a value inferior to that of the parameter.
Default Value: 100
Value Range: Any integer greater than 0. If this parameter is set to 0, all the items will always be displayed.

●      max_bp_in_dealer_family
Description: Determines how the business partner selection is displayed on the UI. If the number of business partners in a hierarchy exceeds the value of this parameter, there will be an input field and a search help. Otherwise, the list of available business partners appears in a dropdown list.
Default Value: 10
Value Range: Any integer greater than 0.

UI Configuration

●      ui.fields.inspectionresults.returns
Description: Determines whether the inspection results are displayed in the returns detail screen.
Default Value: Visible
Value Range: Visible or hidden

●      ui.fields.inspectionresults.claims
Description: Determines whether the inspection results are displayed in the complaints detail screen.
Default Value: Visible
Value Range: Visible or hidden

●      ui.fields.orderitem.initdetailview
Description: Determines whether the item details are displayed initially.
Default Value: Visible
Value Range: Visible or hidden

●      ui.fields.order.itemdetailgroup1
Description: Determines whether all item details except the transaction history are displayed.
Default Value: Visible
Value Range: Visible or hidden

●      ui.fields.order.itemdetailgroup2
Description: Determines whether the transaction history is displayed.
Default Value: Visible
Value Range: Visible or hidden