ERMS

Service Manager Profile & Rule Modeler

CONFIGURING THE ERMS SERVICE MANAGER PROFILE,RULE MODELER & CREATION OF THE SERVICE CLASSES

Table of Contents Introduction ............... .............................. .............................. .............................. .............................. .............................. ........................... .................. ........... ........... ........... ....... ..2 Prerequisite............... ............................. ............................. .............................. .............................. .............................. .............................. ........................ .............. ........... ......... ...3 Step By Step Procedure ..........................................................................................................4 Conclusion ............................................................................................................................19 19

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Introduction The ERMS Service Manager profile manages the order of executing the directly and indirectly called services. The Service Manager Profile calls an Rule Policy which executes the rules defined in it. The Rule Policy can be defined in the Rule modeler. Rule modeler is the application which is used for creating, editing the rule policies that are used to handle and evaluate the inbound emails. Rule modeler uses the objects defined in the repository such as attributes, operators, and actions to create rules. Actions are components that gets triggered if conditions were met. A rule can have any number of actions. While defining these actions, we assign specific Service to it, which triggers the Service Class to execute. The ERMS Service Classes when created should be include with the Interface IF_CRM_ERMS_SERVICE. The method EXECUTE of this interface is the only method which gets executed in this Class. If we create custom methods in this class, a call to those methods should be made in the EXECUTE method, then only they will get executed. Generally, keeping a session breakpoint or external breakpoint doesnot get trigerred eventhough these Service Classes were executed. Inorder to debug the Service Classes which are executed in Service Manager Profile, we can use the Transaction CRM_ERMS_LOGGING. We have to keep a session breakpoint in the Service class and then go to transaction SWI1(Selection Report for Workitems) and copy the background task workitem ID of the email for which the Service Class has been trigerred. Now, Goto transaction CRM_ERMS_LOGGING and enter the workitem id and Service Manager Profile and execute it.

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Prerequisite The user should have necessary customizing authorizations to maintain the Service Manager Profile and should have a developer authorizations to create the Service Classes and make sure that all the ERMS configuration was complete.

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Step By Step Procedure CREATION OF SERVICE CLASS: Goto transaction SE24-Class Builder

Enter the Service Class name in the Object Type field & Click on Create.

The Service Class is created successfully after providing the required details.

Goto Interfaces Tab.

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Enter Interface as IF_CRM_ERMS_SERVICE.

Now, Goto Methods Tab.The EXECUTE method of the interface IF_CRM_ERMS_SERVICE gets populated.

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Save & Activate the Service Class.

Inside the IF_CRM_ERMS_SERVICE~EXECUTE method, we can implement our code based on the requirement.In this method we can access the factbase,email content,actions,workitem container, …etc. that are defined in the Service Manager. DEFINING THE SERVICES: For Defining the Services, Follow the path SAP Implementation Guide--- Customer Relationship Management--- E-Mail Response Management System---- Service Manager--Define Services Click on Execute button

For creating the new Service Click on New Entries button.

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In the New Entries:Details of Added Entries screen a. Enter the Service ID(starting with Y or Z). b. Enter the Relevant Description. c. Enter the Service Type based on requirement.Service type can be either, Fact Gathering  Action Handling  Rule Invocation  Utility  d. Enter the Service class name.

Click on Save button.The Service gets created based on the details provided. DEFINING THE ACTIONS IN REPOSITORY:

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Follow the path SAP Implementation Guide--- Customer Relationship Management--- E-Mail Response Management System---- Service Manager--Define Repository

Click on the Execute button.

Select 'ERMS' in the Contexts, & Double click on the Actions node.

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The Actions screen, displays the list of actions defined in the system .

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Click on New Entries button.Enter the  Action ID  Description  Check the 'Show Action' checkbox  Action Service ID  Conflict Type. If we check the Show Action check box, then only the Action will be shown in the Rule Modeler.The Action description defined here, is the one which displayed in the Action drop downlist in the Rule Modeler.

Click on Save button.The Action is created successfully under the ERMS Context. Now, the newly created Action can be used directly in the Service Manager Profile under the 'Directly called Services' or else we can assign to a rule in the Rule Modeler and then use the Rule Execution(RE_RULE_EXEC) Service.

CREATING A RULE POLICY USING RULE MODELER:

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Now, Inorder to create a Rule Policy we have to login to WEB UI with the Manager's Portal & Click on Create Rule Policy workcentre link

Select the Context as 'E-Mail Response Management System' & Enter the Rule Policy.Press on Ok.

In the next screen, Select the Draft Rules node under the Policy block.

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Inorder to create a Rule Folder Click on New button.

 

After the Rule Folder is created.Now, we are ready to create a Rule.Select the Rule Folder & Click on New button. Enter the Rule name & Description in the Rule Details Block Add entries for Conditions, based on the Attributes & Operator values.

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

Add entries for Actions which needs to be executed once the condition defined above were evaluated to true.

DEFINING SERVICE MANAGER PROFILE: For Defining the Service Manager Profile,

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Follow the path SAP Implementation Guide--- Customer Relationship Management--- E-Mail Response Management System---- Service Manager--Define Service Manager Profile

Click on Execute Button.

Click on New Entries.

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Enter the Service Manager Profile Name & the respective Description.

Save it & Double Click on 'Directly Called Services' Node.

Once the Service Manager Profile is created, it has some Directly called Services which needs to be maintained mandatorily.These include Services,  SVC_PARAMS - Utility Service to store parameters

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    

FG_WEBFORM - Fact Gathering Service for Webforms UT_WORKITEMTEXT - Utility Service to store Work Item Text details RE_RULE_EXEC - Rule Invocation Service for Rule Execution AH_DEF_ROUTING - Action Handling Class for Default Routing UT_ERMS_REPLICAT - Utility Service for Replication of Rules and Categories

In order to maintain these Services, Click on New Entries. Enter the Invocation Order number & the Service ID.Click on Save. The Services are invoked in the order in which they are maintained in the Service Manager Profile.So, one should be careful while defining the Invocation Order.

Select the Service 'RE_RULE_EXEC' & Double Click on the 'Properties' folder.

Click on New Entries & Enter the Property ID as 'CONTEXT' & Property Value as 'ERMS'.For defining the properties to a service, the initial property which needs to be defined is CONTEXT.

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Save it & again Click on New Entries to add the Rule Policy. Now, Enter the Property ID as POLICY & the Property Value as Y_TESTPOLICY(Name of Rule Policy).

ASSIGNING THE SERVICE MANAGER PROFILE:

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The defined Service Manager Profile should be assigned to the specific email id's to which the actions we defined were supposed to be trigerred. Follow the path SAP Implementation Guide--- Customer Relationship Management--- E-Mail Response Management System---- Service Manager--Assign Service Manager Profiles.

Click on New Entries.

Add the Email Address in the Address/Number & Assign the Service Manager Profile. Save it.

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After maintaining all these configurations, whenever a mail is being sent to the '[email protected]' the Service Manager Profile Y_TESTMGRPRFL gets triggered.Which inturn triggers the rule policy Y_TESTPOLICY and it executes the Action Y_TEST_ACTION.This action calls the Service Y_AH_SERVICE and Service Class YCL_CRM_SERVICE_CLASS_AH associated with it gets executed.

Conclusion This covers the steps that need to be followed for configuring the ERMS Service Manager Profile, Rule Modeler and Creation of Service Classes. For further information, refer www.help.sap.com

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ERMS

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