Processing Dispute Cases via Workflow 

Use

When you have received a dispute case for processing from another processor via workflow, you can use this function to process the dispute case without calling the Dispute Case Processing of SAP Dispute Management. However, the function only enables you to enter notes, add documents to the dispute case, and display certain information. This is useful if you do not work with SAP Dispute Management regularly. You can process the dispute case in restricted form and forward it to another processor. If you require further functions, you can also call up Dispute Case Processing.

Integration

This function is provided as a work item in the Business Workplace.

You can also make any changes that you make in this processing via Dispute Case Processing in SAP Dispute Management. Therefore, processing the dispute case in one function locks the processing in the other function. This also means that the changes you save in one function are immediately visible in the other function.

Prerequisites

You have received a work item in your inbox in the Business Workplace.

For further prerequisites, see Dispute Case Processing via Workflow.

Features

You can display the customer and contact data for the dispute case.

Via the case ID, you can call up the detailed view of the dispute case. This is the same view as for Dispute Case Processing in SAP Dispute Management.

If the dispute case contains an SD or CRM billing document, the system shows the corresponding billing document number. You can use this number to call up the details for the billing document. If there are several billing documents, you can display an overview of these by clicking on  with the quick info text More. From there you can call up the details of the billing documents. If there are no SD or CRM billing documents in the dispute case, the system offers the existing invoice items for navigation.

The table for documents contains those documents added to the dispute case as attachments. You can display these by double-clicking on them. However, this is only possible for documents that have a format supported by SAP; otherwise you can only display the documents via an external program. You can add further documents to the dispute case via the function Attach Documents.

In the area Notes, you can see the notes that have already been entered. In the editor below, you can enter new notes. For each note, you can specify a specific note category. If you select Transfer, the new notes also appear in the note field in the top part of the screen. If you have not saved the dispute case yet, you can delete the notes thus transferred by selecting Undo Changes.

To forward the case to the coordinator, choose Back to Coordinator. The coordinator of the dispute case is now entered in the field Processor.

To forward the case to a different processor, choose Forward, and then enter the next processor in the field Processor.