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 Process Flow for Create Complaint

Purpose

You can integrate the Internet Application Component Create Complaint at a suitable point on your company's homepage. You must add a key to the URL used to access the application, referencing the relevant Customizing settings.

Like the other IACs from subscription sales and subscription service, this application can also be offered in a number of variants. You can do this by defining the different variants you require in Customizing and designing HTML templates for each variant. The concept of themes allows you to design several variants of the application.

Process Flow

You can design the customer logon procedure for the Internet application component in two different ways:

  • Explicit logon on a logon screen

  • Implicit logon on the complaint form

You can choose the preferred procedure depending on your requirements. To do this, you must select an indicator in the Customizing settings for identifying and checking business partners, or, alternatively, leave the indicator initial.

  • Explicit logon on a logon screen

    1. The customer logs on to the system on a logon screen (template SAPMJKWWW05_0100.HTML). You define in Customizing which data is to be used for this purpose.

    2. If logon is successful, the complaint form is displayed (template SAPMJKWWW05_0200.HTML). Depending on the way the application is designed, the customer’s order items for which complaints can be created can be displayed. The customer must enter the data relevant for the complaint (complaint reason, type, and period) if this data is not already entered automatically. If you wish, you can allow the customer to enter their complaint as a user-defined text.

    3. When the user saves the data, the system performs several checks, for example to determine whether or not a complaint already exists for the order in the selected complaint period. If the data can be accepted, the complaint is created or the data is stored in the temporary table for postediting. A confirmation screen then appears (SAPMJKWWW05_0300.HTML), allowing the customer to check the relevant data once more.

  • Implicit logon on the complaint form

    1. In the case of implicit logon, the complaint form (template SAPMJKWWW05_0200.HTML) is displayed immediately after the Internet application component is accessed. Since the system does not recognize the customer at this stage, additional logon fields are displayed here to allow them to log on. The customer enters logon data and complaint data.

    2. When they save the data, the system identifies and checks them. If the customer is found in the system and the data entered for checking corresponds to the data in the system, the system reads the customer's active orders and creates the desired complaints for them.

      Once identification has been performed successfully, the application behaves as described in the above process flow.

Result

Complaints are created for the selected orders for the customer. Alternatively, the data is stored in the temporary table and can be postedited.