CRM and CX Blogs by Members
Find insights on SAP customer relationship management and customer experience products in blog posts from community members. Post your own perspective today!
Showing results for 
Search instead for 
Did you mean: 
Active Participant

As I mentioned in my last entry, SAP CRM Case Management allows linking transaction and documents to the case. This is provided by SAP NetWeaver Folders Management (

In this blog, I am going to cover other features available in Case Management.

Change History:

Display changes to the Case and Folder objects. Dates, time and users are registered.

CRM-specific Case Management BADIs:

The following BADIs are available in SAP CRM Case Management.


Inserting New Object Types in a Record.


Copying Cases.


Change Field Attributes (Only Display, Hide) for Runtime.


Filling Customer-Specific Dropdown List.


Data Transfer When Creating a Case. Example: Filling default values when creating case from Service Order application

Case Authorisations:

The following authorisations objects are available for case management. Additionally is possible to use the Access Control Engine (ACE) to flexibly control access to CRM cases.

  • S_SCMG_CAS Case

This object defines authorizations for entire cases.

  • S_SCMG_FLN Field-Level Authorization

This object defines authorizations for the attribute fields in a case header.

  • S_SCMG_STA Status

This object defines authorizations to change the case status.

  • S_SCMG_TXT Notes

This object defines authorizations for case notes.

BI – Reports available for SAP CRM Case Management:

The following queries are available for Case Management:

  • Case Workload Analysis

You use this query to analyse the workload of cases by service organizations.

  • Analysis of Sensitive Cases

You use this query to analyse the authorization level of cases.

  • Planned Date of Case Closure

You use this query to analyse expiring cases.

  • Case Relationship Analysis for Linked Business Partner .

You use this query to analyse business partners linked to cases.

  • Case Escalation Analysis

You use this query to analyse number of activities linked to cases.

  • Status Overview for Documents in Cases

You use this query to analyse various business transactions linked to cases.

To be continued...

1 Comment