CRM Worklist: Task Specific & Object Specific Navigation

Applies to:
CRM 6.0 and CRM 7.0. For more information, visit the Customer Relationship Management homepage.

Summary
It seems that on executing a Work-item from the CRM work-list, by default the system navigates the user to the Display Method of the corresponding Business transaction even if the underlying task refers to the EDIT method of the BOR object type. This blog addresses this issue which enables the user to navigate to the EDIT mode of the corresponding business transaction instead of the default Display mode of the Business transaction. Author: Anand Rangarajan
th

Company: SAP Global Delivery, Bangalore Created on: 18 December 2010

Author Bio
Hi, Let me introduce myself I am Anand and I am working with SAP Global Delivery, Bangalore. I have been a part of SAP CRM consulting for more than four years now and it has been an amazing journey so far. I have had the privilege of working on multiple SAP products including SAP Solution Manager, SAP CRM 5.0 and SAP CRM 7.0. I started my SAP journey with an ABAP certification in 2006. I have been working on WRICEF components of SAP (Workflows, Reports, Interfaces, Classes, Enhancements, and Forms) for quite some time now. Post my stint with WRICEF, I moved on to working with SAP Solution Manager, and have been responsible for configuring scenarios like Support Desk and Change Request Management. Recently, i was involved in SAP CRM Technical work on SAP CRM 5.0 and CRM 7.0. I have also had the privilege to understand the new SAP CRM 7.0 architecture and thus am aware of SAP CRM WebUI Enhancement framework. I am a certified SAP CRM consultant, certified on SAP CRM 6.0 platform with a good amount of know-how on SAP CRM Marketing. I have extensively worked on SAP CRM Worklist (WebUI) which is similar to SAP Business Workplace in GUI, I have also worked on integrating Social Media(Twitter, Facebook etc..) into SAP CRM 7.0.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 1

CRM Worklist: Task Specific & Object Specific Navigation

Table of Contents
Summary............................................................................................................................................................. 3 Detailed Description ........................................................................................................................................ 3 Results. ............................................................................................................................................................... 9 Conclusion ........................................................................................................................................................ 10 Related Content ................................................................................................................................................ 11 Copyright........................................................................................................................................................... 12

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 2

CRM Worklist: Task Specific & Object Specific Navigation

Summary
CRM work-list UI behavior is not the same as it used to be in SAP Business Workplace. Major difference between the two lies in how the Dialog Methods are handled in UI and how SAP Business Workplace handled them. In CRM UI, the BOR coding for Dialog methods never gets executed, instead user is always navigated to the Display Method of the corresponding Business transaction. This blog intends to change this default behavior so that the user is directed to the EDIT method of the business transaction instead of the default Display mode. Detailed Description In CRM Work-list, the real core issue is that Dialog tasks are ignored. This means the CRM work-list will only execute the tasks which are background tasks. This means the CRM work-list will continue to execute BOR object method coding which the underlying tasks refer. However it doesnt execute the BOR Object method coding if the tasks are classified as Dialog. The BOR Object method coding is completely ignored in this case. Let me explain this by giving an instance. Lets have look at the task below: Tasks TS95507981 ->

Now closely observe the task given above. This task is meant for background execution as the BOR object method it refers to is meant for background work and it not a dialog task.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 3

CRM Worklist: Task Specific & Object Specific Navigation

Attributes of the method is as follows:

This clearly explains that if this method were involved in a task, that task would always be a background task. The Important thing here is that CRM work-list would execute those work-items which has this task, additionally the BOR coding under BOR Object ZWF_CPT method FillTabZ_TG_AM_UserT also will get executed from the UI work-list considering its a background task. Now lets have a look at another Task Viz. TS95507921

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 4

CRM Worklist: Task Specific & Object Specific Navigation

The above task is a dialog method as the check box on Object Method with dialog is checked. However also lets observe the BOR method closely

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 5

CRM Worklist: Task Specific & Object Specific Navigation

The above screenshot reveals that the BOR method and hence the subsequent task which refers this BOR method would also be a dialog one. Now the point here to note is that when such a task is executed from the CRM work-list, the system would not execute the BOR object method coding at all. Instead soon after the system realized that its a dialog method, it ignores the BOR coding and takes the user directly to the Display method of the corresponding business transaction. Thus even if the user expects that the business transaction be opened in EDIT mode as it will if executed from GUI (as method called is CHANGEWITHDIALOG-> EDIT Mode), then user is taken to the Display mode of the corresponding business transaction from CRM work-list.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 6

CRM Worklist: Task Specific & Object Specific Navigation

Illustration: Below is the work-item which refers to the Task TS95507921, when you execute such a work-item from the CRM work-list, you are always navigated to the default display mode of the business transaction even if the underlying BOR method suggests that you be navigated to the business transaction in EDIT mode. This is because the system ignores the BOR object method coding for Dialog methods and by default it navigates to the Display Mode instead of the EDIT mode.

On Click Execute. The Opportunity is opened in Display Mode only.

Now we perform the Following Customizing: SPRO path Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Task-specific Navigation

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 7

CRM Worklist: Task Specific & Object Specific Navigation

The above customizing trains the system to open the business transaction in EDIT mode instead of the default Display mode. This means whenever the system finds that the work-item refers to task TS95507921, then it reads the customizing and opens the task in EDIT mode as maintained in the above customizing. Just like we have Task Specific Customizing, we also have object specific customizing and the SPRO path for that is Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Object-specific Navigation. This could be utilized when you would want that all work-items referring a particular object type should have a common behavior viz. on execution they all should open the corresponding business transaction in EDIT mode thus overriding the default Display mode.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 8

CRM Worklist: Task Specific & Object Specific Navigation

Results
After making the customizing entry as mentioned above, now on execution of the work-item, the system navigates to the EDIT mode of the business Transaction thus overriding the default behavior of navigation to the Display mode of the Business transaction. This assumes that the task specific customizing mentioned above is already made. Illustration:

On Click Execute-> Edit Mode of the Business Transaction.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 9

CRM Worklist: Task Specific & Object Specific Navigation

Conclusion
Its possible to over-ride the default behavior of the CRM work-list which would always navigate to the Display mode of the corresponding business transaction on execution of any dialog work-item. This overriding is done via SPRO path Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox-> Define Task-specific Navigation and also via another SPRO path Customer Relationship Management ->Basic Functions-> Work-list-> Define Alert Inbox and Workflow Inbox> Define Object-specific Navigation.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 10

CRM Worklist: Task Specific & Object Specific Navigation

Related Content
My Project experience For more information, visit the Customer Relationship Management homepage

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 11

CRM Worklist: Task Specific & Object Specific Navigation

Copyright
Copyright 2010 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects S.A. in the United States and in other countries. Business Objects is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

SAP COMMUNITY NETWORK 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 12