Workflow Customizing

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© 2010 SAP AG 1

CRM Worklist: Task Specific &

Object Specific Navigation

Applies to:

CRM 6.0 and CRM 7.0. For more information, visit the Customer Relationship Management homepage.

Summary

It seems that on executing a Work-item from the CRM work-list, by default the system navigates the user to the ‘Display’ Method of the corresponding Business transaction even if the underlying task refers to the ‘EDIT’ method of the BOR object type. This blog addresses this issue which enables the user to navigate to the ‘EDIT’ mode of the corresponding business transaction instead of the default ‘Display’ mode of the Business transaction.

Author: Anand Rangarajan

Company: SAP Global Delivery, Bangalore

Created on: 18th December 2010

Author Bio

Hi, Let me introduce myself – I am Anand and I am working with SAP Global Delivery, Bangalore. I have been a part of SAP CRM consulting for more than four years now and it has been an amazing journey so far. I have had the privilege of working on multiple SAP products including SAP Solution Manager, SAP CRM 5.0 and SAP CRM 7.0. I started my SAP journey with an ABAP certification in 2006. I have been working on WRICEF components of SAP (Workflows,

Reports, Interfaces, Classes, Enhancements, and Forms) for quite some time now. Post my stint with WRICEF, I moved on to working with SAP Solution Manager, and have been responsible for configuring scenarios like Support Desk and Change Request Management. Recently, i was involved in SAP CRM Technical work on SAP CRM 5.0 and CRM 7.0. I have also had the privilege to understand the new SAP CRM 7.0 architecture and thus am aware of SAP CRM WebUI Enhancement framework. I am a certified SAP CRM consultant, certified on SAP CRM 6.0 platform with a good amount of know-how on SAP CRM Marketing. I have extensively worked on SAP CRM Worklist (WebUI) which is similar to SAP Business Workplace in GUI, I have also worked on integrating Social Media(Twitter, Facebook etc..) into SAP CRM 7.0.

https://www.sdn.sap.com/irj/sdn/bpx-crm

CRM Worklist: Task Specific & Object Specific Navigation


© 2010 SAP AG 2

Table of Contents

Summary............................................................................................................................................................. 3

Detailed Description ........................................................................................................................................ 3

Results. ............................................................................................................................................................... 9

Conclusion ........................................................................................................................................................ 10

Related Content ................................................................................................................................................ 11

Copyright........................................................................................................................................................... 12



© 2010 SAP AG 3

Summary

CRM work-list UI behavior is not the same as it used to be in SAP Business Workplace. Major difference between the two lies in how the Dialog Methods are handled in UI and how SAP Business Workplace handled them. In CRM UI, the BOR coding for Dialog methods never gets executed, instead user is always navigated to the ‘Display’ Method of the corresponding Business transaction. This blog intends to change this default behavior so that the user is directed to the “EDIT’ method of the business transaction instead of the default ‘Display’ mode.

Detailed Description

In CRM Work-list, the real core issue is that Dialog tasks are ignored. This means the CRM work-list will only execute the tasks which are background tasks. This means the CRM work-list will continue to execute BOR object method coding which the underlying tasks refer. However it doesn’t execute the BOR Object method coding if the tasks are classified as ‘Dialog’. The BOR Object method coding is completely ignored in this case.

Let me explain this by giving an instance.

Let’s have look at the task below:

Tasks TS95507981 ->

Now closely observe the task given above. This task is meant for background execution as the BOR object method it refers to is meant for background work and it not a dialog task.



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Attributes of the method is as follows:

This clearly explains that if this method were involved in a task, that task would always be a background task. The Important thing here is that CRM work-list would execute those work-items which has this task, additionally the BOR coding under BOR Object ZWF_CPT method FillTabZ_TG_AM_UserT also will get executed from the UI work-list considering it’s a background task.

Now let’s have a look at another Task Viz.

TS95507921



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The above task is a dialog method as the check box on ‘Object Method with dialog’ is checked. However also let’s observe the BOR method closely



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The above screenshot reveals that the BOR method and hence the subsequent task which refers this BOR method would also be a dialog one. Now the point here to note is that when such a task is executed from the CRM work-list, the system would not execute the BOR object method coding at all. Instead soon after the system realized that it’s a dialog method, it ignores the BOR coding and takes the user directly to the ‘Display’ method of the corresponding business transaction. Thus even if the user expects that the business transaction be opened in ‘EDIT’ mode as it will if executed from GUI (as method called is CHANGEWITHDIALOG-> EDIT Mode), then user is taken to the ‘Display’ mode of the corresponding business transaction from CRM work-list.



© 2010 SAP AG 7

Illustration:

Below is the work-item which refers to the Task TS95507921, when you execute such a work-item from the CRM work-list, you are always navigated to the default ‘display’ mode of the business transaction even if the underlying BOR method suggests that you be navigated to the business transaction in ‘EDIT’ mode. This is because the system ignores the BOR object method coding for Dialog methods and by default it navigates to the ‘Display’ Mode instead of the ‘EDIT’ mode.

On Click Execute.

The Opportunity is opened in Display Mode only.

Now we perform the Following Customizing:

SPRO path Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Task-specific Navigation



© 2010 SAP AG 8

The above customizing trains the system to open the business transaction in ‘EDIT’ mode instead of the default ‘Display’ mode. This means whenever the system finds that the work-item refers to task TS95507921, then it reads the customizing and opens the task in ‘EDIT’ mode as maintained in the above customizing.

Just like we have Task Specific Customizing, we also have object specific customizing and the SPRO path for that is Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Object-specific Navigation. This could be utilized when you would want that all work-items referring a particular object type should have a common behavior viz. on execution they all should open the corresponding business transaction in ‘EDIT’ mode thus overriding the default ‘Display’ mode.



© 2010 SAP AG 9

Results

After making the customizing entry as mentioned above, now on execution of the work-item, the system navigates to the ‘EDIT’ mode of the business Transaction thus overriding the default behavior of navigation to the Display mode of the Business transaction. This assumes that the task specific customizing mentioned above is already made.

Illustration:

On Click Execute-> Edit Mode of the Business Transaction.



© 2010 SAP AG 10

Conclusion

It’s possible to over-ride the default behavior of the CRM work-list which would always navigate to the ‘Display’ mode of the corresponding business transaction on execution of any dialog work-item. This overriding is done via SPRO path Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Task-specific Navigation and also via another SPRO path Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Object-specific Navigation.



© 2010 SAP AG 11

Related Content

My Project experience

For more information, visit the Customer Relationship Management homepage

https://www.sdn.sap.com/irj/sdn/bpx-crm



© 2010 SAP AG 12

Copyright

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Workflow Customizing

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