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Function documentationDefining a Case Closing Profile

 

The case closing profile lets you define how open, dependent transactions are to be handled that are in a case that is to be closed. In addition, you can define case closing profiles for specific business transactions that may differ from standard business transactions. After a case is closed, you can extract the case from the database and archive the information.

The case closing profile contains a default reaction for all open transactions and reactions for open transactions of a specific transaction type. The default case closing profile is S_CLACT (Do not close case if open transactions exist). The case closing profile influences processing before the save when a case is closed (performing checks), and after the save when a case is closed (automatic closing). Depending on the profile and the case type, different system actions occur when the case is closed.

The action CRM_CMG_CASE_CLOSE is included as an example in the demo case action profile CRM_CMG_DEMO.

In the Customizing choose Start of the navigation path Customer Relationship Management Next navigation step Case Management Next navigation step Basic Settings Next navigation step Define Case Closing Profile End of the navigation path.

After you have created the profile, you can assign it to a case type under Start of the navigation path Customer Relationship Management Next navigation step Case Management Next navigation step Basic Settings Next navigation step Define Case Types End of the navigation path.

Additional Activity

There is an available Business Add-In (BAdI) where you can define additional tasks for the case closing profile. Tasks can be performed on the case or its dependent actions either at the check level or when processing the automatic close function. In Customizing choose Start of the navigation path Customer Relationship Management Next navigation step Case Management Next navigation step Basic Settings Next navigation step BAdI: Define Additional Tasks for Case Closing Profile End of the navigation path.