Entering Complaints Using an Agency Business Portal

Use

You can use Business Server Pages (BSP) applications to create an agency business portal that the members of a pooled payment group, for example, can use to enter complaints.

Integration

Functions that exist in agency business for processing complaints form the basis of the BSP applications.

Prerequisites

Using the Remote Call Function (RFC) you connect the backend system that contains the business data to the frontend system in which the BSP applications run. To do this, you assign the RFC destination LO_AB_ to the application LO_AB under Portal in Agency business. You define this in Customizing for Application Link Enabling (ALE).

For security reasons we recommend that you do not combine both of these in one system.

The BSP applications are customer-specific (or vendor-specific in the case of a complaints list being displayed for a vendor); this means that users can only view documents that are relevant for them. To do this you create users in the frontend system You assign the corresponding customer (or vendor) number to each user account, for example, using BAPI BAPI_USER_APPLICATION_OBJ_PUT.

You perform complaints processing in an agency business portal by generating iViews from the BSP applications. You can combine these to form a workset and assign them to a role, for example, to an agency customer.

Scope of Functions

The following BSP applications are available:

· List of agency documents displayed with detailed display and complaints created from the detail view (LO_AB_LIST).

A customer-specific list of agency documents that depends on selections made (document number, reference, vendor, value date and invoice date) is shown in the browser.

By selecting a document the customer can go to the detail view in which existing items may be shown. The customer can enter complaints in the detail view by selecting a complaints reason and maintaining additional fields.

· List of complaints displayed with status (LO_AB_CLAIMS)

A customer-specific list of complaints documents that depends on selections made (complaints number, document number of the corresponding agency document, reference, vendor, value date and invoice date) is shown in the browser.

The customer can move from the overview of an agency document or complaint to the detail view. They can also follow the status of the complaint.

· List of complaints displayed for the vendor (LO_AB_VND_CLAIM)

A vendor-specific list of complaints is displayed in the browser. This provides the vendor with the opportunity to accept or reject a complaint.

· Display customer-specific master data (LO_AB_MASTERDATA)

Customers can display their own master data (for example, address and terms of payment). Although they cannot change data they can use a mail link to request that data be updated.

· Template for customer-specific reports (LO_AB_REPORT)

You use this template to create customer-specific reports (for example, a list of open items). The customer can select the reports in the browser.

· Template for menu control without a portal (LO_AB_MENU)

You can use this application as an example, or for test purposes if you want to use BSP applications without an agency business portal. Simple menu control is implemented in this application using a frameset. A navigation frame is used to select an application that is then displayed in a second frame.

For further information on the Business Server Pages see the documentation for mySAP Technology Components in the area of the SAP Web Application Server, under Web Applications.