Show TOC

Function documentationCase Notes

 

You can store information in the form of case notes within case processing. You can manually create case notes, or the system also supports event-controlled, automatic generation of predefinable case notes.

A case note comprises a short text and a long text. If you do not create a long text, the system uses the short text as long text information when you save. You can define text IDs in Customizing, and thereby categorize cases note according to their content. In addition, the user who creates or changes a case note is entered with the relevant time stamp. Case notes are saved language-independently. The language specification for case notes is purely informative.

Prerequisites

  • You have made the Customizing settings for case notes under Start of the navigation path Customer Relationship Management Next navigation step Case Management Next navigation step Basic Settings Next navigation step Create Text Profile End of the navigation path.

  • You have determined the relevant text profile for each case type in Customizing for CRM under Start of the navigation path Case Management Next navigation step Basic Settings Next navigation step Define Case Types End of the navigation path.

Features

Automatic Creation of Case Notes

The RFC-enabled function module CRM_CMG_ADDNOTES supports the automatic creation of case notes. These automatic case notes are triggered in relation to events within case processing, or by applications that are coupled with Case Management. For more information, see Configuring Automatically Created Case Notes.

The module supports the following possible sources for automatic case notes:

  • Case notes from T100 messages

    In this connection, you can make full use of the features of messages, for example, the use of up to four message variables or language-dependency (see Maintaining Messages).

  • Case notes from applications or systems

    The importing parameters IV_TDTITLE and IV_LONGTEXT enable you to transfer a short text and/or long text from other CRM applications (for example, a BRF action) or by Remote Function Call from other systems (for example, the ERP backend) to the module and to assign them to a case.

The Business Add-In (BAdI) CRM_CMG_NOTES_ADD is delivered to supplement the function module. It enables you to control the automatic creation of case notes in relation to the case type. For more information, see the function module documentation.