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Alert Policy Set Up in CRM

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1. Make sure user is assigned to the IC_MANAGER business role in CRM.

In CRM: Transaction PPOMA_CRMClick the Search Term option on left side of screen.Search with *Choose (dbl click) Howard County Call CenterIn top box double click Howard County Supervisor

Click the assign button in the menu barChoose Holder (User)Search for username to add.

2. Log into CRM IC Web and select IC Manager role

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3. Choose PROCESS MODELING -> ALERTS from the navigation bar menu to display the alert messages

4. Execute SEARCH with selection criteria Z* for Alert ID

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5. Click NEW to create a new alert message

6. Enter an Alert ID, a description and a message text and click SAVE AND BACKThe message will be the text that displays in the center box of IC Web when the alert is triggered. The description is not required.

7. Execute SEARCH again to see new alert text

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8. Set up the Rule Policy.Select PROCESS MODELING -> RULE POLICIES (for advanced alerts go to page 21 first)

9. Enter search criteria INTENT DRIVEN INTERACTION (IC WEBCLIENT) for Context and click SEARCH

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10. Click NEW, select INTENT DRIVEN INTERACTION (IC WEBCLIENT) for context, enter a policy name and click ok.

11. Select the first line of the policy. In the Business Roles box click Add Entry. Choose the policy that should apply. Do the same with the IC Events box to add the event that should trigger the policy (in this case when the BP is being confirmed).

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12. Mark the line DRAFT RULES and click NEW twice to create 2 new subnotes

13. Mark the last line (the one with the brackets).

In this case our goal is to always raise an alert, we will select a condition that is always ‘True’.For advanced alerts you will not want to do this.Click ADD ENTRY in the condition section and select CALENDAR TODYAS DATE, change the operator to IS NOT EQUAL TO and leave the value as it is.

This condition will always be true.

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14. Select ADD ENTRY in the Actions section, select TRIGGER ALERT from the drop down and the correct value for the Alert Name

15. When everything is entered select RELEASE DRAFT RULES from the MORE menu (must be done in Edit mode).

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16. This will set the rules to RELEASED. Now click SAVE

17. Using the back button inside the Application area (NOT the browser back button) return to the Policy search and execute search again to see the new policy

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18. Log into your regular IC Web Business Role, confirm a BP and verify that the alert appears

19. If needed, the alert can be temporary disabled (instead of deleted) by simply removing the Business Role trigger.

In order to do this call up the policy, mark the header line as well as the Business Role entry , click DELETE ENTRY and save

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Alert Messages (CRMD_IC_TRANS_ALERT)

The Alert Messages can also be create in transaction CRMD_IC_TRANS_ALERT and transported.

ZBANKRUPTCY Bankruptcy

ZCASHONLY Cash Only

ZDIFFCUSTOMER ***

ZDIRECTDEBIT Direct Debit Account

ZDISCONNECTED Service Turned Off

ZDISCONNPENDING Account On Turn Off List

ZFORECLOSURE Foreclosure

ZPROMISETOPAY Promise To Pay

ZRETURNEDCHECK Returned Payment

ZTAXSALE Tax Sale

Z_OA_AUTOMATIC

Z_OA_MANUAL

ZPRENOTE

ZDDPENDING

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Rule Policies

As seen, rule policies can be created in the production system by design.

If the alert is intended to be permanent it should be created in the development system and transported

In order to transport rule policies they will need to be build in IC Web via role IC_MANAGER.

Then go into the CRM Win Client (for this client) to transaction CRMD_ERMS_TRANS_RULE.

Select context ICRULE and execute

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Giving you a list of Rule Policies

Mark the policies you want to transport and click add to transport.

Advanced Alert Modeling (New Attributes and Binding of classes)

In IS-U

Go to transaction SE37 to display the coding for Function Module Z_S_EXEC_BMD_FG

Find the Indicator that was created for this trigger.

IN CRM

Via Transaction CRMC_ERMS_REPOSITORY you can add new attributes(shown on the example of a Foreclosure Attribute)

Mark ICRULE and select Attributes

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Mark Z_CRM_FORCLOSE and select display

The Attribute is linked to an Fact Gathering Service

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You can go to CRMC_ERMS_SM_SRV, select the service and click display to see the assigned class

Add ABAP Code to IF_CRM_SMF_SERVICE~EXECUTE

Go to transaction SE24, enter the Class ZCL_FG_UTILITY_BMD and click display

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Double click on method IF_CRM_SMF_SERVICE~EXECUTE

This will show you the coding on CRM side. The new indicators need to be added to the coding. To do this follow the other code from indicators already set up. The ls_bmd_fg_xxxx should come from the IS-U structure zbmdfgstr component field. The id = ‘xxxx’ is the attribute name that was created in CRMC_ERMS_REPOSITORY (ICRULE attributes).

An additional FM being used is Z_S_EXEC_CRM_TMD_FG which supports the owner allocation alerts by retrieving the property attributes as well as owner object numbers and name.

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This FM is linked to another Fact Gathering service on CRM side (Z_FG_UTILITY_TMD).

Process Flow:

- The rule policy will check if the condition applies by verifying the attribute- The attribute is linked to a Fact gathering Service- The Fact Gathering Service has a Class- The class contains a RFC to call the IS-U function module- The function module will query the database via the coding behind the attributes of ZISUACCNT