Automatic Determination of Tasks

Use

You can have the system determine the tasks for a notification automatically on the basis the settings defined in Customizing for response monitoring. The response profile and service profile in Customizing together determine how and when a person responsible for processing a notification should respond.

In the response profile, you specify one or more standard tasks that the system will propose on the basis of the notification priority. The system proposes these tasks automatically and they must be completed within a specified time interval. The system automatically assigns the determined tasks to the notification header.
In the service profile, you define the time periods for individual workdays (service windows) during which a notification can be processed.

Example Example

You create a notification at 10:00 a.m. The response profile defines a time interval of two hours for the task code "Call back customer" and a time interval of 4 hours for the task code "Check whether technician is on site". The times defined in the service window are 8:00 a.m. to 12.00 noon and from 2:00 p.m. to 6:00 p.m.

In this case, you must call back the customer by 12:00 noon to discuss or clarify the problem. If you need to send a technician to the customer site, the technician must arrive by 4:00 p.m.

End of the example.

Prerequisites

A response profile and service profile must be assigned to the notification type in Customizing for Cross-Application Components under Start of the navigation path Notification Next navigation step Notification Processing Define Response Monitoring End of the navigation path .

Activities

Choose Start of the navigation path Edit Next navigation step Tasks Determine End of the navigation path to automatically determine the tasks.

You can also choose Start of the navigation path Edit Next navigation step Tasks Simulation(Det.) End of the navigation path to simulate the determination of tasks (without actually assigning the tasks to the notification).