Show TOC

Procedure documentationCustomizing for Follow-up Workflow After Creation of Business Partner Contact or Outage Message

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:

  1. 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 SAP Utilities, choose Start of the navigation path Customer Service Next navigation step SAP Multichannel Foundation for Utilities Next navigation step Maintain Settings for Business Processes End of the navigation path.

    2. Select the business process Record a customer Interaction, and make the following settings :

      Entity Name: AccountContact

      Parameter: FollowUpWorkFlow

      SEQNO: 1

      Parameter Value: X

    3. Select the business process Report an Outage, and make the following settings:

      Entity Name: Outage

      Parameter: FollowUpWorkFlow

      SEQNO: 1

      Parameter Value: X

  2. Define the Input Parameters table for the workflow

    A follow-up workflow is triggered with input table which contains name and value pairs of variables. Customers can add any attribute belonging to the AccountContact or Outage entities to the workflow input parameters table. The fields in the input parameters table are defined by the parameter FollowUpWorkFlowInputVariable under the business process Record a Customer Interaction and Report an Outage. By default, the example workflow 56200003 (UMC_AC_CRT) takes the business partner contact ID (CONTACT) as input parameter and makes the following settings:

    Entity Name: AccountContact

    Parameter: FollowUpWorkFlow

    SEQNO: 1

    Parameter Value: CONTACT

    Entity Name: Outage

    Parameter: FollowUpWorkFlow

    SEQNO: 1

    Parameter Value: CONTACT

    You can control the input parameters for the follow-up workflow by maintaining this Customizing.

  3. 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 56200003. When this standard workflow is used, the following entries must be maintained in the event linkage for the Event REQUESTRECEIVED in the Business Object BCONT_UMC as follows:

    Field Name

    Value

    Object Category

    BOR Object Type

    Object Type

    BCONT_UMC

    Event

    REQUESTRECEIVED

    Receiver Type

    WS56200003

    Receiver Call

    Function Module

    Receiver Function Module

    SWW_WI_CREATE_VIA_EVENT_IBF

    Check Function Module

    ISU_UMC_CHK_ISR_WF_FOLLOW_UP

    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 for 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.

  4. Checking Function

    Since the REQUESTRECEIVED Event in the business object BCONT_UMC is used to trigger multiple workflows, the checking function ISU_UMC_CHK_ISR_WF_FOLLOW_UP 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 checking function.

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

    Example Example

    A customer wants to check the ContactClassID of the entity AccountContact or Outage in the check function. If you want to check the ContactClassID of the entity AccountContact in the checking function, the follow-up workflow is triggered with a specific Contact Class.

    You need to do the following:

    1. Add this attribute to the input parameters table of the workflow in Customizing. In the Customizing that is delivered, only the business partner contact ID (CONTACT) defined as input parameter. In this case, the Contact Class (CLASS) needs to be added as an additional parameter as well:

      Entity Name

      Parameter

      SEQNO

      Parameter Value

      AccountContact

      FollowUpWorkFlowInputVariable

      1

      CONTACT

      AccountContact

      FollowUpWorkFlowInputVariable

      2

      CLASS

    2. When the business partner contact is created, you must ensure that the contact class is set properly. The contact class is automatically populated in the workflow container table InputVariables.

    3. In the checking function, add the following pseudo-code to check the ContactClassID:

    End of the example.

    If the checking function module is of the type “Complaint”, no exceptions are raised. In this case, the workflow is triggered. Therefore, you can customize different workflows for different business partner contacts.