Work requests represent the data that is to be retrieved, analyzed and presented to either users or reports for numerous purposes. A work request can either be a “technical” issue or a “functional/business” issue. Typical work requests include failed IDoc errors, BDoc errors and either in process or failed workflows or work-items.
Functional issues are generally specific to the module(s) of SAP that is in use. These might include in process sales orders, in process or failed service orders (or service notifications), plus numerous others that represent either the business process starting point or a failure that might have happened within a business process.
Work request classes
BDEx comes with 40 different exception types available for use. The work request classes table provides the basic configuration for these. The main configuration activity for this table will be to set the “Inactive” flag for work request classes that are not required.
Note that custom exception types or third-party exception types can be added to this table; for further information on developing your own exception types within the BDEx framework, please refer to the BDEx Developers Guide
This table contains the selection options for each work request class and subclass. This is primarily where the project-specific status values can be configured (e.g. for process/switch documents).
Relate work requests to BOR objects
This creates the link between work request classes and related BOR objects. By default BDEx comes preloaded with a standard list of BOR object mappings, this table should be updated with any custom or additional BOR objects used. It is very important that all relevant BOR objects used are maintained in this table, as missing entries will cause unexpected behavior in BDEx.
This provides a list of classifications available for work requests. BDEx comes pre-configured with two classifications, “Information” and “Problem”.
Other configurations are possible, for example some customers classify their work into “Active process”, “Exception”, and “Outstanding work”.
Work Requests relating to BOR objects
In this table the BOR objects are mapped to the work request types. All the standard objects are configured out of the box however any Z or custom BOR objects need to be added to this table to enable the Customer Centric Hub to pick them up.
Work Request estimated resolution times
The estimated resolution times can be added to this table. This information is displayed in the Customer Centric Hub and assists in coordinating data for the Productivity Report BDi App. In this table you can enter the time period the work request is anticipated to take to resolve and the unit type can be selected. The data in is table displays not only the estimated resolution times for the work requests but also the elapsed time is calculated using these values.
Work Request Primary Object Priorities
This table enables the primary objects to be defined. If left blank the objects will be sourced from the work request type. However, in the case where there are multiple objects this can be used to prioritize and list them against the work request. This cannot be used for all object types only the work requests that can use different object types I.e. BPEM cases.