BDEx is able to send notifications to individuals when issues are resolved. This is also known as the “Inform when resolved” functionality of BDEx. A common use of this functionality is when an agent is unable to work a particular exception (or customer/object) because further information is waiting to be received (for example, a service order/notification is waiting to be completed). The intention is to provide proactive notifications, to avoid agents having to regularly perform manual searches, to find out if issues have been fixed.
Notifications are done via SAP Connect which must be set up using transaction SCOT.
To receive inform when resolved messages as emails, in the BDEx system configuration, within table /BTI/MDE_C_SYST, the USE_WORKFLOW field should be set to blank. Otherwise BDEx will send the notifications as SAP workflow work items.
Scheduling the Notifications
Schedule report /BTI/MDE_REP_PROCESS_WR_WATCH for BDEx to regularly monitor completed items. This job would normally be scheduled to run on a regular basis, e.g. hourly or daily.
Schedule the notification SAP Connect report RSCONN01 to generate the email alerts.
Configuring Recipient Email Addresses
Notifications are sent from the “central” system upon which BDEx is running, typically the IS-U ECC system. The recipients email address is taken from the user master record in this system. In order to have these notifications delivered as emails, then the user master record must have an email address maintained. If it does not, then the notification will be sent as a document to the users SAP Business Workplace.