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Procedure documentationCreating a Self-Defined Case Record Model

 

The purpose of this procedure is to create a self-defined case record model on the basis of the current supported business object types. You do this by copying the default element types. Element types are defined in the registry of SAP Records Management.

Procedure

  1. Open the registry using transaction SRMREGEDITC and choose S_AREA_CMG.

  2. Create a new element type for the case record itself:

    1. Expand the application area S_AREA_CMG.

    2. Expand SCMG_SP_CASE_RECORD and right-click on the element type CRM_SPS_CASE_RECORD and choose Copy from context menu.

    3. In the Copy To field, enter an element type ID and a short description. Save your data.

      Note Note

      Using this procedure, you can copy other element types. You can find the element types for the business object types under the service provider SCMG_SP_BOR. For each business object type that will be used, you have to create a separate element type – preferably through copying. After you perform these steps, you can create the case record model using the Records Modeler.

      End of the note.

  3. Run transaction SCASE and choose the Records Management System (RMS) ID. For CRM Case Management, use CRM_CMG_DATA.

  4. Open the folder Record and Case Record Models and right-click on the entry Modeler for CRM Case Records, and then choose Create. A case record model with the default entry Worklist as the structure node and Worklist Element as the model node now appears in the work area.

  5. Change these default entries and create new nodes to set up the model for your own requirements. To do this, double-click the Worklist Element. The element details are displayed on the right of the screen. For structure nodes, you only define the description. For a model node, you must maintain the following properties:

    • Description, for example, Service Order

    • Element Type: By setting the element type, this determines which object types you can insert into the case record at this point, and can then also be controlled. After you save, the element types created under Step 2 can be used.

    • Number of objects which can be integrated: At Least and Maximum fields. If an undetermined amount of objects should be allowed to be integrated into a case, the field Maximum must contain an asterisk (*).

    • Relationship: This specifies the relationship between the element/object and the case record. To select the relation, use the F4 help.

    • Attribute ANCHOR: This attribute is used to insert objects/elements into a case by using the Basis Case Management API. Since CRM Case Management uses this API, you must maintain this attribute. You must use the same value as the one for the corresponding relation. For example, the ID of the relation service order is CS, so the corresponding attribute ANCHOR must have the value CS as well.

  6. After the case record model has been created, save your work, and then activate the hierarchy nodes.

  7. Release the case record model by clicking the Model button, then from the list choose Change Status and select Status Released. Enter a short text for the case record model as well as a unique ID. You can generate a unique name by clicking the icon at the end of the field.

  8. Now you insert the model within the element type that you created. You do this in the Records Management registry. Run transaction SRMREGEDITC and choose S_AREA_CMG.

  9. Right-click on the element type that you created previously, and in the context menu choose Change. Under Connection Parameter Values, choose the parameter MODEL_ID and click Change. Enter CRM_CMG_DATA and then press Enter. Search for the case record model you created using the F4 help, choose it from the list and confirm the entry. Save the settings.

  10. To be able to use this case record model, you must assign both this record model and the created element type to the case type that you want to use. You do this in Customizing 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.

  11. After creating a new element type you assign it to the process C_01. You do this in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Case Management Next navigation step Extended Customizing Next navigation step Special Settings Next navigation step Define Processes Next navigation step Define Process-Dependent Parameters Next navigation step Assign Element Types and Business Object Types to a Process End of the navigation path.

Result

You have created a case record model and element type and you can use the case record model in Case Management.