Name: Understanding the Workflow Matrix in Advanced Workflow
Uploaded: 2026-4-6
Duration: 374 s
Description: In this video, you will learn how the workflow matrix in Advanced Workflow functions. You will also learn how to configure the workflow matrix to move cases from one status to the next based on your business needs.

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<div><div><div><div><div><div>In this video, you will learn how the workflow matrix in Advanced Workflow functions. You will also learn how to configure the workflow matrix to move cases from one status to the next based on your business needs.</div></div></div></div></div></div>

Understanding the Workflow Matrix in Advanced Workflow

Hello and welcome. In this video, you'll learn how to create a workflow in SAP Advanced Workflow. The workflow matrix is the interface in which users can configure a new workflow, adding instructions on which actions can be performed at which point in a process, and the results of those actions. The logic in the workflow matrix determines a number of decisions, including who receives each workflow task or approval, whether approvals are sequential or parallel. For example, all assigned users must approve before proceeding or any single approval is sufficient. What happens if steps are skipped, or if no approver is found? For example, does the process stop or is it escalated? Escalation paths for non-responses and whether approval is automated after timeouts. Let's look at an example. Terry is an application owner at Intellisoft, a technology company. His job is to manage the workflows and ensure that the flow of processes accurately reflects the needs of the business. He has been asked to create a workflow that allows account managers to submit an inquiry if they have questions about one of their sales commissions. When the inquiry is initiated by an account manager, it becomes a case. The case is first routed to the employee's manager to review. Amy, an account manager, is initiating a case, which is then routed to her manager, Paula. Once Paula has reviewed the case, she can assign it to the administrator, Terry, for resolution. This changes the status of the case from review to assigned. Once the administrator has resolved the inquiry, he can select the Resolve action. This routes the case back to the account manager and changes the status to Resolved. Building a workflow consists of creating statuses and actions, and adding actions to each status. Let's look at our inquiries workflow to see how this works. Notice that each status is listed as a row header and a column header. The row is the status at the start of the action, and the column is the status once the action is complete. At the intersection of each row and column, you can assign one or more actions. Let's look at the actions that are available when the case is in review status. I'll select the edit icon in the first cell, where both the row and column header are review. You can see that the actions are View Case, Add Comment, Attach File, and so on. Each of these actions don't change the status of the case. Here is what this looks like to the account manager who submits the case. What about the Assign action? Why didn't we see that in the cell? The reason is, this action does change the status: from Review to Assigned. Therefore, we will see this action in the next cell, the one at the intersection of Review and Assign. Opening the details of this cell shows the Assign action. Let's select Edit to see the details of the action. We see that the Start status is Review, and the End status is Assigned. This reflects the position of the action in the matrix, as we just saw. You may have noticed that some cells have a plus sign while others have a pencil. A pencil means at least one action exists for this combination of statuses. A plus sign means there are no actions for this combination of statuses. In this case, click the plus sign to add a new one. Let's add an action to a cell that doesn't contain one. Intellisoft would like to add the option to request more information on a case. This option should only be visible when the case is in Review status. They also want this action to move the case to a status called Provide More Info. We'll start by clicking the plus sign in the Review row, Provide More Info column. The action type will be Assign. Let's call it Request More Information. Going down the page, you can see that the Start status is Review and the End status is Provide More Info. Let's do two more things to make sure the case is routed properly. First, we only want the inquiry administrators to use this button. To do this, we open the execution permissions and set the Select Who Can Execute This Action field to Inquiry Admins. Inquiry Admins is an assignment group. Looking at the details of the assignment groups shows that Terry, our admin, is a member, so he will be able to execute this action. Second, we want to make sure the case is routed back to the person who submitted the case. To do this, we can go to Assignment Rules. The radio buttons determine the default user that the case should be assigned to. Let's set that to Case Role and choose Case Creator. We can also use a permission group to give us a pick list where we can select the user to which the case will be assigned. Let's choose Internal Users. now let's see how this looks for the users. I'll start by logging in as Amy, an account manager. Amy starts by creating and submitting a new case. I'll enter some information on the case to get started. Now, the case has been routed to Amy's manager, Paula. When Paula logs in, she can see the case has been assigned to her. Opening the case, Paula can then assign it to one of the inquiry administrators. She's selecting Terry, and adding a short comment. Now, let's see what the inquiries administrator sees when he views the case. Notice the Need More Info action icon appears by default. The case is assigned to Amy because she is the case originator. Terry is asking Amy to provide a copy of the signed contract for the sale. Once Amy has provided this information, the workflow will continue until it has been resolved. In this video, we introduced the workflow matrix in Advanced Workflow. Thanks for watching!