WORK FLOW SCENARIOS IN SD 6

Removing Errors in Internet Sales Orders (SD-SLS)

Purpose

In the Internet application component Online Store, customers can obtain quotes and enter orders over the Internet. They can choose to pay either by invoice, credit card or cash on delivery.

If a quotation or order cannot be created because certain master data or Customizing settings are missing or not properly maintained, the transaction is cancelled and an error message is displayed in the customer’s browser.

This workflow enables the relevant associates to be informed automatically about the error so that they can be corrected as quickly as possible.

Process Flow

The event triggering the workflow is generated automatically when an error occurs in the entry of a sales order or quotation in an Online Store.
A work item containing information about the errors that occurred and all the details required to correct the error is sent to the inbox of the sales associates responsible for the Online Store.



Technical Implementation (SD-SLS)

Object Types Used

Object technology is used to create the interface between the R/3 functions and the workflow system. The information given below is of a technical nature and is not necessary for an initial overview.

Standard Tasks

The standard tasks provided by SAP as single steps describe the basic business activities from an organizational point of view. A single-step task relates to a single object method (= technical link to R/3 functionality), and is linked to the agents possible from an organizational point of view.

Workflow Template

The actual operational procedure is implemented as a workflow template. You can find this workflow template in your R/3 system.
Object: Sales Order (SD-SLS)
Definition

The sales order business object (object type BUS2032) is a request from a customer to a company asking for a specific quantity of materials to be delivered, or services to be rendered, on a given date.

A sales order is sent to a sales area, and this sales area is then responsible for fulfilling the contract.

Use

It is also possible to simulate a sales order. In this process, prices are determined, taking account of customer-specific conditions, and current delivery data is determined for a sales order, but the sales order itself is not created. A simulated sales order is referred to as a quotation in this case (not to be confused with the customer quotation business object, object type BUS2031).

Location in object repository: Sales and distribution _ Sales _ Customer quotation
Standard Task TS20000357: Error in Quotation (SD-SLS)

Use

This standard task is used to decide whether an error that occurred during creation of a quotation (in this case, equivalent to the simulation of a sales order in the online store) is to be corrected.

The agent is provided with all information needed to reconstruct and correct the error. This includes the error message plus long text, the online store in which the error occurred, the sales are responsible, the ordering party (customer), all materials in the order items, the pricing date and the delivery date.

The agent can end processing of the task by choosing Error corrected. The agent can also cancel the task, in which case the task remains in the agent’s integrated inbox for further processing.

Object method referenced: object type DECISION, method: Process
Agent assignment: For the validity period, this standard task is addressed to the agents in the sales office or sales area which are responsible for the online store. These employees are determined via standard role 20000045 (agent for Internet sales orders).

Standard Task TS20000347: Error in Order on Account(SD-SLS)

Use

This standard task is used to decide whether an error that occurred during creation of a order for which an invoice is to be issued to the customer is to be corrected. As in standard task TS20000357, the agent is provided with all information needed to reconstruct and correct the error. In addition, the agent is told that the customer wanted the order to go on his/her account and that an invoice was to be issued.

The agent can end processing of the task by choosing Error corrected. The agent can also cancel the task, in which case the task remains in the agent’s integrated inbox for further processing.

Object method referenced: object type DECISION, method: Process
Agent assignment: For the validity period, this standard task is addressed to the agents in the sales office or sales area which are responsible for the online store. These employees are determined via standard role 20000045 (agent for Internet sales orders).


Standard Task TS20000346: Error in Credit Card Order (SD-SLS)

Use

This standard task is used to decide whether an error that occurred during creation of a credit card order is to be corrected. As in standard task TS20000357, the agent is provided with all information needed to reconstruct and correct the error. In addition, the agent is told that the customer wanted to pay by credit card, and is informed of the type of credit card, the card number, and the expiration date.
The agent can end processing of the task by choosing Error corrected. The agent can also cancel the task, in which case the task remains in the agent’s integrated inbox for further processing.

Object method referenced: object type DECISION, method: Process
agent assignment: For the validity period, this standard task is addressed to the agents in the sales office or sales area which are responsible for the online store. These employees are determined via standard role 20000045 (agent for Internet sales orders).

Standard Task TS20000372: Error in Cash-on-Delivery Order (SD-SLS)

Use

This standard task is used to decide whether an error that occurred during creation of a cash-ondelivery order is to be corrected. As in standard task TS20000357, the agent is provided with all information needed to reconstruct and correct the error. In addition, the agent is told that the customer wanted to pay by cash on delivery.
The agent can end processing of the task by choosing Error corrected. The agent can also cancel the task, in which case the task remains in the agent’s integrated inbox for further processing.


Object method referenced: object type DECISION, method: Process,

Agent assignment: For the validity period, this standard task is addressed to the agents in the sales office or sales area which are responsible for the online store. These employees are determined via standard role 20000045 (agent for Internet sales orders).