Automatic processing in ISU BPEM

[Former Member]

Hi SAPians,

I am working on BPEM in an Implementation project for ISU. Have a requirement to automate the BPEM process.

Can anyone help me in guiding me the steps to configure BPEM, such that the case will be resolved automatically defining a process.

i.e The use of Automatic Solution process , under the "Procs" tab...??

Kindly help me guys... 

Regards,

Hari

[Former Member]

Hi Hari,

i guess you know transactions EMMACAP, FPEMMAMA for executing automatic processing of solutions implementtaion for created cases, the automatic execution flag must be activated under soltion tab, and the process should not have any user interaction interface.

so if you mean, the execution of the solution during the creation process of the BPEM case, you'll have a problem because, before to execute the solution, the case should exist in the database. the result of solutionexection at runtime or after creation have same result except that the execution using standard transaction above are more performant and can be execution in background/parallel processing

[Former Member]

Hi Tamsir,

I have not used these 2 transactions, just checked them. Hope these two would help, if you could closely tell me how to work on it, that would be great.

I have one more issue on this, unable to assign the case to the user using the Processor Rule in EMMACCAT3. I am assigning the User team using the display standard rule and under responsibilities. But BPEM cases is not getting assigned to the corresponding team. Please help me on this.

Both are very critical.

Kindly do the needful.

[Former Member]

Hi Hari

you have to run these transaction for specific BPEM cases and all solutions set to be executed automaically will run (you have log updated).

the concept of Processor assignment rule is the determination of potential processors which are saved in the table EMMA_CACTOR after that the actual assignment is made by push or pull method.

Pull method: a potential processor accept the case through EMMACL or EMMACLS

Push method: you implement the assignment of an agent as processor

you can get the list of potential processors (result of the processor rule in EMMACCAT1-2) with the fields under Organization structure of the transaction EMMACL.

if the rule appplies to a user assignment  you'll have plan version= 01, object type= US and object=user id

Yours

[Former Member]

Hi,

Agreed. Thanks for replying.

Already the values are getting stored in that Table against the Case number.

My issue is that, I want the respective processors User ID to automatically populate whenever the case gets created.

Where should I configure that processors user ID such that whenever a particular case category gets created, the user ID mentioned in that Case category under processor rule should be populated in processor  field of the case in EMMACL.

Please Let me know if this can be achieved...??

Kindly do the needful.

[Former Member]

i'm sorry but it's impossible by automatic BPEM case creation, it should be possible when you use the BAPI but with the processor rule of the clarification case category SAP dertermines only potential agents for processing the case.

it's not so bad, imagine if you assign a case to a group of person or a department, it could be dispatch againt agent disponibility by the BPEM administrator, moreover, notice that anyone is able to view all cases that were assigned to him and to accept them or not by pull method! if you want to pull the case processing to the actual agent you have to implement it.

This is the SAP approch, anyway if you want the processor user ID to populate the case when it's created, you have developp a BADI to implement your logic for example using the forwarding method etc.

TON

[Former Member]

Hi,

Thanks for the suggestion, hope that will work.

As per your suggestion, if the case is assigned to the group name. How can the group be alerted that a particular case is assigned to them.?

Where should I give the group name ?

How can the group be alerted..?

Your suggestions please !!!

[Former Member]

Hi,

if you want to assign a case to a group, this group should exist in organization structure as a job, position ecc.. and you create an agent detremination corresponding to this group which will be used in you Clarification case category's processor rule.

the group can view the cases assigned to them throught the field of organizational structure of EMMACL with the right values.

if you want the group to be alert about the assignment of the case, once again, you have to implement whatever logic you want: send an sms, send a mail, start a workflow...using a forwarding method.

I suggest you to try to understand the SAP BPEM logical process before trying to personalize the product, read the cookbook and the implementation guide please.

Ciao

TON