Finding the best Solution

[Robert Verlaat]

Dear Workflowers,
 
The Client I  am working for is reorganizing their internal Service Desk.
They are going to create one (huge) Central Service Desk where all employees
can list their questions/problems and orders.
 
This Service Desk evaluates every Call and dispatches (when necessary) the
Call to a Vendor. These vendors can be the Internal IT-department or i.e. a
Mobile Telephone Vendor when a new Mobile phone is ordered.
 
At this point Workflow management comes in. WFM should support communication
process between the Company and the Vendor. This communication will be based
on "Service Transactions" (BUS2000116) in CRM 620. I specifically use
"Communication" because it aren't always products being
ordered/delivered/billed, but it also can be Information requests. I.e. a
user has a certain error message when using XP, this message will be send to
the IT-department which provides feedback.
 
The Functionalities we need are:
 
* Service Transaction available to the Vendor
 
* Feedback (directly updated in ST, or by creating a follow up Contact..)
 
* Monitoring the process and Deadlines
 
 
I understand this is not a very specific description of the process but we
are only in the Scoping faze....
 
Starting point: We don't want to link the systems of our vendors to our SAP
system
 
What I would do in this case is the following:
 
* Create our vendors in our SAP system as WFM-users
 
* Make their Business Workplaces available by the Internet. (Web-Inbox)
 
* Create Easy Web transactions for displaying/changing the Service
transactions and creating follow up transactions
 
 
So my questions are:
 
* What do you think of this approach for this situation? Any other/better
ideas?
 
*  What is the best way to change/create transactions in the background
using the input of EWT when you don't have the "Createfromdata" method on
the Object?
 
I have used this construction for Contacts within CRM but here I could use
the "Createfromdata" Method....
 
 
Any thoughts would be appreciated.
 
 
Robert Verlaat
 
Accenture Technology Solutions
 
The Netherlands
 
 
 
 
 
 
 
 
 
 
 
 
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