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ERMS - Rule Policy

May 31, 2017 at 12:56 AM

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Hi,

I have created a two level Categorization schema and assigned it to a service request.

Category 1 -> Billing

Category 2 -> Bill Not Received

Category 2 -> Bill is Very High

My requirement is to create a new activity based upon the category 2 (automatically) when a service request is saved.

Example:

1. If i save a Service Request with Category 2 (Bill Not Received), an activity ZBILL1 should be created automatically.

2. If i save a Service Request with Category 2 (Bill is very High), an activity ZBILL2 should be created automatically.

I understand this can be achieved via ERMS.

But while configuring ERMS, I am not getting ORDER CATEGORY (Category 2) in the rule policy-> conditions.

Please help.

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1 Answer

Best Answer
Sigrid Wieshofer
Jun 09, 2017 at 03:42 PM
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Hi,

Context ERMS is only used for inbound E-Mail processing. If you use and IC Business Role, you can use Intent Driven Interactions which uses context ICRULE. The rule modeller and customizing is the same, just the context is different.

You can find related customizing and further information here:

SAP Customizing Implementation Guide
Customer Relationship Management
Interaction Center WebClient
Basic Functions
Additional Functions
Intent-Driven Interactions

As far as I know there is no action to create an activity - you might need to use a Z-Service.

Best Regards,
Sigrid

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