Workflow for Investigations

You use this workflow to process complaint, claim, or return items that are subject to investigation. An investigation is an optional subprocess within CRM complaints processing and is triggered when system status I2212 (Investigation Required) is activated.

The objective is to investigate a complaint item for the purpose of making a status decision (release or decline the claim contained in the complaint).

The manual decision is necessary if no automatic decision could or should be made for the item.

Automatic decisions are made once the item has been created by a business rule tool (currently: BRF – Business Rule Framework).

Prerequisites

The investigation and therefore the workflow can be used for CRM items of business object type BUS2000160.

The business object type comprises events BUS2000160.INVESTIGATIONSTART and BUS2000160.INVESTIGATIONSTOP. These events are triggered when system status I2212 (Investigation Required) is activated or deactivated.

If an item should be transferred from automatic to manual processing, then this system status should be activated (for example, using a business rule).

Process

The item can be processed in the workflow by processors from different processing levels, that is, with different responsibilities and decisions.

The Analysis level is mandatory here. At Analysis level, the status is decided for the complaint item: release or decline.

In addition to the analysis, two other processing levels can be involved in processing the item:

The Research level can be added to the analysis to contribute missing department-specific information or to correct item data. The Research level itself cannot make any decision about the item. This is why an item is returned to analysis once the research is complete.
The Approval level can be switched on to confirm (or to cancel) a status decision that was made at analysis level. This level is not called explicitly from the workflow but is activated by means of a BAdI. The analyzer cannot tell whether his or her decision is subject to an approval.

Technical Implementation

The following information is of a technical nature. You need this information if the implementation details are relevant to you, or if you wish to make your own enhancements.

Workflow Template

The actual procedure is implemented in the workflow template number WS15100038.

Triggering events for the workflow template

The event INVESTIGATIONSTART is entered for the object category BUS2000160 as a triggering event. This event is triggered if system status I2212 (Investigation Required) is activated for an item.

Object Types

BUS2000160 (CRM customer complaint item)

Dynamic Parallel Processing

If the Consult Researchers decision function is executed within business object method BUS2000160.MANINVEST, then once the workflow has been executed this method passes a table with the agent groups for which a research work item should be created.

This table is passed with workflow step 000033 Investigation Required: Subworkflow (Other tab page). An instance of the subworkflow WS59000006 is generated at runtime for each entry in this table.

For information about Dynamic Parallel Processing, see the general online documentation for SAP Business Workflow.

Programming Exits

Workflow constructor

ABAP class CL_MIWF_CONSTR_EXIT_001 is assigned to the constructor exit of workflow WS15100038. In method IF_SWF_IFS_WF_CONSTRUCTOR~WF_CONSTRUCTOR, the container elements for the agent group that is responsible are completed at analysis and research level, and system status I2217 (Investigation in Progress) is set for the relevant complaint item. This status can be used, for example, to prevent certain business rules from being executed.

The agent groups responsible can be entered in the form of codes in the SERVICE_OS data for the document item before the workflow is executed. In the workflow constructor exit, these codes are then converted into the actual keys of the relevant agent groups.

For more information about identifying responsible agent groups, see the IMG and the documentation for investigations in Start of the navigation path Customer Relationship Management Next navigation step Transactions Settings for Investigations End of the navigation path .

Work Item Exits

ABAP class CL_CRM_MIWF is assigned to the programming exits of all step definitions in the workflow and subworkflow. In method IF_SWF_IFS_WORKITEM_EXIT~EVENT_RAISE, element AGTGRP_TEXT is filled with the short text belonging to the agent group responsible at BEFORE_CREATION in the work item container.

Note

For detailed information about the workflow for investigations, see the IMG under Start of the navigation path Customer Relationship Management Next navigation step Transactions Settings for Investigations End of the navigation path .

This also documents the following two BAdIs:

CRM_MI_PROC_DET determines the recipient of the work items
CRM_MI_APPROVER determines whether a status decision that was made at Assessment level is subject to an approval, that is, whether the status change takes effect after a status decision, or whether a new work item is created for approval at the Approval processing level.