Customizing for Follow-up Workflow After Creation of Interaction Record

Procedure

In order to use the workflow function in SAP Multichannel Foundation for Utilities and Public Sector, you must make the following settings in Customizing:

Switch on the function
By default, the feature is switched off in the delivered Customizing. To switch it on, do the following:
1. In transaction SPRO, under Customer Relationship Management, choose Industry-Specific Solutions Utilities Industry SAP Multichannel Foundation for Utilities Maintain Settings for Business Process .
2. Select the business process Create Interaction Record, and make the following settings:
  Entity Name: InteractionRecord
  
  Parameter: FollowUpWorkFlow
  
  SEQNO: 1
  
  Parameter Value: X
Define input parameters table for the workflow
A follow-up workflow is triggered with an input parameters table, which contains name and value pairs of variables. You can add any attribute belonging to the InteractionRecord Entity to the workflow input parameters table. The fields in the input parameters table are defined by the parameter FollowUpWorkFlowInputVariable under the business process Create Interaction Record.

By default, the example workflow 56800005 (UMC_IR_CRT) takes the interaction record ID (TRANSACTION_ID) and creation timestamp (TIMESTAMP) as input parameters as illustrated in the following table:

Entity Name

Parameter

SEQNO

Parameter Value

InteractionRecord

FollowUpWorkFlowInputVariable

1

TRANSACTION_ID

InteractionRecord

FollowUpWorkFlowInputVariable

2

TIMESTAMP

Maintain Event Type Linkage for the business object

Note Note

This Customizing activity is not delivered by SAP. You are required to maintain this activity by using transaction SWETYPV, depending on the workflow template you are using.

End of the note.

The ID of the standard workflow template is 56800005. When this standard workflow is used, the following entries must be maintained in the event linkage for the REQUESTRECEIVED Event in Business Object BUS5000126 as follows:

Field Name	Value
Object Category	BOR Object Type
Object Type	BUS5000126
Event	REQUESTRECEIVED
Receiver Type	WS56800005
Receiver Call	Function Module
Receiver Function Module	`SWW_WI_CREATE_VIA_EVENT_IBF`
Check Function Module	`CRM_IU_UMC_CHK_ISR_WF_CRT_IR`
Receiver Type Function Module	Leave blank
Destination of Receiver	Leave blank
Event Delivery	Using tRFC (Default)
Linkage Activated	Checkbox must be enabled
Behavior Upon Error Feedback	System defaults
Receiver Status	No errors

Note Note

The receiver type is the ID of the workflow template that is to be used, starting with the prefix WS.

You are required to implement your own checking function module to decide which workflow template is to be triggered.

End of the note.

Checking Function

Since the REQUESTRECEIVED Event in the Business Object BUS5000126 is used to trigger multiple workflows, the checking function CRM_IU_UMC_CHK_ISR_WF_CRT_IR is designed for filtering out other workflows.

Currently, the standard checking function only checks the workflow type in the workflow container element WorkflowType . It is also possible to use other workflow container elements to check whether the workflow is for following up with the customer after they create a message. You can do this by implementing your own check function.

The following example illustrates how to use additional attributes of the entity InteractionRecord in the checking function.

Example Example

A customer wants to check the Reason ID of the entity InteractionRecord in the checking function; the follow up workflow is triggered with a specific Reason Code.

You need to do the following:

Add this attribute to the input parameters table of the workflow in Customizing. In the Customizing that is delivered, only the interaction record ID (TRANSACTION_ID) and creation timestamp (TIMESTAMP) are defined as input parameters. In this case, the reason ID (REASON_ID) needs to be added as follows:

Entity Name	Parameter	SEQNO	Parameter Value
InteractionRecord	FollowUpWorkFlowInputVariable	1	TRANSACTION_ID
InteractionRecord	FollowUpWorkFlowInputVariable	2	TIMESTAMP
InteractionRecord	FollowUpWorkFlowInputVariable	3	REASON_ID

When the interaction record is created, you need to ensure that the Reason ID is set correctly. The Reason ID is automatically populated in the workflow container table InputVariables .
In the check function, add the following pseudo-code to check the Reason ID:

End of the example.

The workflow is only triggered in the case the checking function module does not return an exception when an interaction record has a reason A1-A0000001-A008 (reason code for customer maintenance). This allows you to customize different types of workflows for different types of interaction records. This feature might be useful when you do not need to create a second follow-up workflow for an interaction record created due to an Internet Service Request (CreateRequest – Function Import).