Dispute Case Processing via Workflow 

Use

Dispute case processing via workflow simplifies the processing of dispute cases for users who do not work with SAP Dispute Management regularly (occasional processors). The use of the workflow means that occasional processors of dispute cases no longer have to regularly check in Dispute Case Processing whether they have dispute cases to process; instead, they receive a notification when this is the case. This makes fast processing of a dispute case easier. It also means that occasional users no longer have to call Dispute Case Processing.

A simplified view of the dispute case is provided via the work item for processing the dispute case. Basic information appears in this view. The central function is reading and entering notes, and forwarding the dispute case to other processors.

Prerequisites

You have made the following settings in Customizing for Dispute Case Processing:

·        Under Element Types and Case Records Model ® Create Element Type, you have created the element types for storing documents via SCMG_SP_DOCUMENT.

·        Under Element Types and Case Records Model ® Create and Process Case Records Model, you have described the structure of the case records model.

In order to be able to include documents in the dispute case via a work item, here you have defined a model node with a number of instances that permits the element types for documents and has an anchor with the value WFATT.

·        Under Attribute Profile ® Create Attribute Profile, you have set the indicator Required for the case attribute PROCESSOR. The system checks this setting when you enter a new processor.

·        You have made the settings under Workflow.

You have to exclude users that are not notified and are not to receive work items under Define Regular Processors for Dispute Cases.

You have made the settings in Customizing for the SAP Business Workflow. Choose SAP NetWeaver ® Application Server ® Business Management ® SAP Business Workflow ® Maintain Standard Settings.

If you use the standard delivery of the workflow (workflow sample WS01700044), you have defined an e-mail address for the users that are to be notified and for whom work items are to be created in the user maintenance. In the SAP Easy Access screen, choose Tools ® Administration ® User Maintenance.

In SAPconnect, you have defined the settings for sending e-mails. From the SAP Easy Access menu, choose Tools ® Business Communication ® Communication ® SAPconnect.

Workflow

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       1.      You create a dispute case.

       2.      Enter an occasional processor in the Processor field.

       3.      The system sends an e-mail to this processor.

       4.      The system creates a work item.

       5.      The processor calls up the dispute case via the work item in his workflow inbox in the Business Workplace and changes it. If he does not enter a new processor, the work item is placed in his inbox again. If he does enter a new processor, the system checks whether he has entered a note.

       6.      The dispute case is the forwarded to the new processor. If this processor is also an occasional processor, he also receives an e-mail and a work item.

Result

The dispute case has been changed. A note has been entered for the next processor. The dispute case has been assigned to a new processor.