Support Organization Basic Data—Exercises

Required Data

Define Work Calendar

Purpose: The purpose of this exercise is to define a work calendar to be used for the support organization

Windows:
Calendar

  1. Define a new work time calendar

General exercise for Work Time Calendar

Define Support Level

Purpose: The purpose of this exercise is to define a support level to be used for the support organization

Windows:
Support Agreement Basic Data/Support Level

  1. Create a new support level.
  2. Enter response times for each severity, a first reaction time and a response interval.

General exercise for Define Support Level

Enter Site 

Purpose: The purpose of this exercise is to define a site to be used as a ref ID for a business object which is to be connected to a  business object queue.

Windows:
Site

  1. Create a new site

General Exercise for Entering a Site

Connect Site to the User.

Purpose: The purpose of this exercise is to connect the site you created to your user ID

Windows:
Sites per User

  1. Connect the site you created to your user ID

General Exercise for Connecting a Site to a User

Define Customer

Purpose: The purpose of this exercise is to define a customer to be used as a ref ID for a business object which is to be connected to a business object queue.

Windows:
Customer

  1. Create a new customer

General exercise for Create a Customer: 

Define Maintenance Organization

Purpose: The purpose of this exercise is to define a maintenance organization to be used as a ref ID in a business object which is to be connected to a business object queue.

Windows:
Organization Basic Data/Maintenance Organizations

  1. Create a new maintenance organization
  2. Enter the above created site as the site for the maintenance organization (to be used as a ref ID  the site we select as the maintenance organization site should be any site allowed to the user)

General Exercise for Maintenance Organizations

Create Work Order

Purpose: The purpose of this exercise is to create a work order to be used when creating a business object queue.

Windows:
Prepare Work Order

  1. Create a work order
  2. Enter the site created above as the work order site 
  3. Enter the customer created above as the customer for the work order (Prepare Work Order/CO Information tab)

General exercise for Create Work Order  

Main Exercise

Purpose: The purpose of this lesson is to define basic data for support organizations. Call center cases are assigned to specific support organizations to handle them. Each case is assigned to a particular queue in the support organization or an assignee is given the responsibility of handling the case. It is possible to connect the assignees within the organization to different queues. Work groups are used to group a set of assignees. Case user groups enable you to make access restrictions to users. Business objects provide information about what a case is about.

Windows:
Support Organization Basic Data

Define Support Organization

  1. Open the Support Organization Basic Data window. The Support Organization tab is automatically selected.
  2. Double click on the lower table to create a new record.
  3. Click on the Organization ID field and enter the value XXOrg where XX is replaced by your initials.
  4. In the Description field, enter the value Default Support Organization.
  5. Select the Default Value check box.
  6. In the LOV Order field, enter the value 1.
  7. Enter a work calendar for your organization in the Work Calendar field. Use the List of Values to select the work calendar that you created when defining basic data.
  8. Click the list button in the Time Zone field. The Application Services - Select Time Zone dialog box is opened. Select a suitable region and city for your support organization in the Select Region and Select City fields. Click OK.
  9. Enter a suitable value in the Organization User field. Use the List of Values to select a suitable value. If you have been registered as a user, your name will appear on the list and you can select it.
  10. Enter a disclaimer text in the Disclaimer field. This text can be included when sending e-mails from the support organization.
  11. Enter the value you defined in basic data in the Support Level field. Use the List of Values to select the value.
  12. Save the record.(F12)

Define Queue

  1. Click the Queue tab.
  2. Click on the Organization ID field and query for the support organization you defined in the above exercise.
  3. Double click on the lower table to create a new record.
  4. Enter GEN in the Queue ID field.
  5. Enter the value General Inquiry in the Description field.
  6. Select the Default Value check box.
  7. Enter the value 1 in the LOV Order field.
  8. Save the record. (F12)

Define Work Group

  1. Click on the Work Group tab.
  2. Double click on the lower table to create a new record.
  3. Enter the values in the table below and save the record. (F12)
Name Description
Group 1 Support Group

Define Assignee

  1. Click the Assignee tab.
  2. Double click on the lower table to create a new record.
  3. Enter a value in the Identity field. Use the List of Values to select a suitable value. If you have been registered as a user, your name will appear on the list and you can select it.
  4. Select the Default Value check box.
  5. Select the Assignee check box.
  6. Enter a value in the Work Group field. Use the List of Values to select the work group that you defined.
  7. Save the record. (F12)

Note A manager can be defined for a support organization, a queue or a work group only after assignees are defined. Select a row with an assignee, right click and click View Assignee Detail and specify the support organization, queue and work group you created in the Support Organization, Queue and Work Group tabs respectively and select the value for the Manager field after defining an assignee.

Values can be entered as assignee backup and supervisors when more than one assignee is specified. Repeat the above procedure to define more assignees and select a row with an assignee, right click and click View Assignee Detail and specify assignee backups for the assignee.

Define Case Access Group

  1. Click on the Case Access Group tab.
  2. Create a new record. (F5)
  3. Enter the value Grp1 in the Access Group Id field.
  4. Select the value None in the Restrictions field.
  5. Enter the value Case User Group 1 in the Description field.
  6. Double click on the lower table and enter the values in the table below and save the record.
Access Type User Access
Work Group Group1

Define Business Object (Work Order)

  1. Click the Business Object tab.
  2. Create a new record (F5) 
  3. Enter WO in the Business Object field.
  4. Enter Work Order in the Description field.
  5. Enter Work Order in the Business Object Type field.
  6. Select the Default Value check box.
  7. Enter 1 in the Attach LOV Order field.
  8. Enter 1 in the Handover LOV Order field.
  9. Select the Open Form check box.
  10. Enter 1 in the View Tab Order field.
  11. Save the record.(F12)

Define Business Object (Customer Agreement)

  1. Click the Business Object tab.
  2. Create a new record (F5) 
  3. Enter cust agr in the Business Object field.
  4. Enter Customer Agreement in the Description field.
  5. Enter Customer Agreement in the Business Object Type field.
  6. Select the Default Value check box.
  7. Enter 2 in the Attach LOV Order field.
  8. Enter 2 in the Handover LOV Order field.
  9. Select the Open Form check box.
  10. Enter 2 in the View Tab Order field.
  11. Save the record.(F12)