Managing Self-Service Roles and Cases in ESM

To enable employees to use self-service, a role for self-service needs to be created. You need to enable the role with the respective business services. To have access to self-service the role is assigned to the user.

Steps to Create the Self-Service Role:

1. Navigate to Settings → Users and Control → Roles.
2. Create a new business role for self-service.
3. Add business services to the role as described in the table below.
4. Assign the self-service role to all employees requiring self-service access.

The table lists the business services to be added to enable access to self-service case creation.

In the self-service role for Business Services; sap.crm.service.caseServiceaccess must be restricted to ‘My Employee’ via a restriction rule. A restriction rule will allow read and write access only to the cases associated with the employee within self-service.

For your Cases created you can select "Search Case" to search your existing cases from the left search pane. You can navigate to a Case from My Cases.

When a Case from the Case List is selected the following screen is displayed. A General Inquiry Case Type is shown below.

In Conversations, to communicate with the agent, notes can be added to the Cases when the Case has Status Open or In Process. When submitting a note, a note of type Default (S000) is created. If a case is in Completed status, you can close the Case by selecting Accept Solution. If you like to add anything to the Case, you can move the case back to In Process state by choosing Reject Solution.

The Timeline includes a list of events and conversations between the employee and the agent as a timeline view. It includes communication such as notes and emails.

The events displayed in the timeline can be configured.

1. Navigate to Settings → Timeline → Timeline Configuration.
2. Select Self-Service.
3. Select events to be available on Timeline.

In the Details tab,the case description, as well as standard case fields and timestamps are displayed. Attachments that were added to the case by you or the service-agent are displayed in Attachments. New attachments can also be added.

Using the button Set Status as Closed, the Employee can set Closed Status to a Case. Once a case is closed, it is not editable anymore. In case your issue requires further support by a service-agent the employee will need to raise a new case.

When Set Status as Closed is selected, the case is automatically moved to status Completed and then to Status Closed. Therefore, it is recommended that the status schema has at least one status for each status that is tied to lifecycle status Completed and Closed.

When an employee selects Reject Solution, the system updates the case status based on the following hierarchy:

First Preference: The first status with 'Lifecycle Status = In Process' and 'Assignment Status = Processor Action' based on the order of statuses in the Status Schema.

Second Preference: If not found, the first status with 'Lifecycle Status = In Process' (regardless of assignment status).

No Change: If no status with 'Lifecycle Status = In Process' is available, the case status remains unchanged.