The Called Case Screen 

Definition

A case is an incident for processing such as a customer complaint. 

Use

You create a case if, for example, you receive a customer complaint that you have to analyze and solve.

Structure

The case is divided into different screen areas: At the very top, an application toolbar is displayed that contains functions for the whole case. The screen area below this displays the header data for a case. Underneath that there is another application toolbar, which you can use to select case components. The case component that is currently selected is displayed in the lower screen area.

Header Data

The header data contains the attributes of the case. The attributes that a case has are defined in Customizing for each case type. Some attributes are assigned values by the system, and you can assign values for all the others. Input help is available for some attributes. You can use the  Attributes pushbutton to hide the header data. This means you can use the whole screen to display a case component. To redisplay the header data, choose  Attributes.

Case Components

In addition to the header data, a case comprises the case components Linked Objects, Notes, Process Route, and Log.  When you choose a pushbutton, the corresponding case component is opened. The case components are documented below.

Linked Objects

The case record is displayed. The case record is an electronic record that contains links to all information objects that are relevant for the current case. These can be documents, or system objects such as reports, business objects, and transactions. You can add further objects. Double-click an object to display it directly.

The case record is based on a record model, which determines the structure of the record. Multiple nodes are therefore already visible in the initial state:

·         The yellow folders separate the different sections of the record. They represent the dividers in conventional paper records.

·         The gray nodes are placeholders that are used for inserting objects into the record. The objects you can insert in this position are displayed in the Element Type column. The context menu for a node contains the activities for inserting objects into the record.

·        Nodes with other icons represent objects that have already been inserted. You can double-click to display these objects.

For more information on processing the record, see the following sections of the Records Management documentation: Editing Tool for Records: The Records Browser and Editing Records. For more information on executing the activities in the context menu, see Activities for Element Types and Elements.

Notes

Two screen areas are displayed. In the upper screen area, all notes are displayed that have so far been created for this case, including those entered by other processors of the case. In the lower screen area, you can enter a new note.

For more information, see Creating Notes.

Process route

An overview tree of the process route is displayed. The process route is a workflow that determines which employees receive the case for processing, in which order. The employees entered in the process route receive a work item in their inbox for processing the case. These employees can be entered to process the case sequentially () or simultaneously ().

You specify the process route when you create a new case. Every processor of the case can, however, subsequently change the process route if he or she has the appropriate authorization. For more information, see Creating a Process Route.

 

The use of the process route is optional. The process route is an alternative to the attribute Processor. By entering values for the attribute Processor, you can name one employee who will next process the case. You can use the process route to define any number of employees for processing a case, and the order in which these employees receive the case for processing.

To specify whether or not you want to use the process route, you use the IMG activities Create Function Profile and Define Case Types. If you want to use the process route, add the function PROCESSORS_PATH_SUB to the function profile, and select the Process Route indicator on the screen for maintaining case types. If you do not want to use the process route, do not add the function, do not select the indicator, and add the attribute PROCESSOR to the attribute profile.

Log

A list is displayed containing all the activities that have so far been executed for the case.