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Purpose 

The purpose of this page is to clarify the operation and configuration of workflow e-mail notifications, reminders and escalations.

Prerequisites

1 - It is necessary to have SAPConnect properly configured in the GRC system and be sure that e-mails can be sent from the GRC system to the user's e-mail address maintained in SU01. Check with your E-mail server team to make sure everything is in place. If this is not configured yet, check the SMTP Configuration Guide. Additional SMTP configuration articles: Configuring SAP SMTPSAP Configuring E-mail SCOT

2 - Since this scenario is based on the Extended Business Workflow, all the workflow configuration must be performed prior to configuring the Notifications, Reminders and Escalations. Make sure to have followed all the configurations on SPRO > Default IMG > Governance, Risk and Compliance > General Settings > Workflow.

1 Understanding the Notifications, Reminders and Escalations

First, we need to understand how the notifications, reminders and escalations work. This is not a part of GRC but rather a functionality from the Extended Business Workflow.

 

1.1 Overview

 

  • Notifications are sent to the performer of a task when the task is created. They are used to notify the receiver about the new task in their work inbox.
  • Reminders are e-mails sent to the performer of a task a short time before the end date or the due date of the task, in case the task is not completed.
  • Escalations are notifications sent to the performer's supervisor or to another responsible person, in case the performer misses the task completion due date, as specified in their work inbox.

 

  • Image 1: Overview of the Notification, Reminder and Escalation scenarios.

1.2 Difference between Notifications vs the Reminders and Escalations

The notifications will only inform the user that one or more work items have reached his/her work inbox. This is almost completely delivered through the BC Set GRFN-WORKFLOW-NOTIFICATION. Reminders and Escalations, however, will require specific customizing for each workflow/task, because these scenarios will need to calculate when and who to receive the reminder and the escalation.

The Reminders and Escalations are not delivered for Risk Management. These scenarios can only be used by Process Control workflows.

 

2 Configuring Notifications, Reminder and Escalations

We start from SPRO > Default IMG > Governance, Risk and Compliance > General Settings > Workflow > Workflow E-mail Notifications

The first activity is to set the SAPConnect. As informed in the prerequisites, this should already be done. The GRC Scenarios are activated through BC SET GRFN-WORKFLOW-NOTIFICATION. This BC set can be found on the following IMG activity: SPRO > Default IMG > Governance, Risk and Compliance > General Settings > Workflow > Workflow E-mail Notifications > Maintain Workflow Notifications (Maintain Workflow for Reminders and Escalations activity will not be used for now).

  • Image 2: Maintain Workflow Notifications BC Set

 

After the BC set is active, the Maintain Workflow Notifications activity itself can be run, it will lead to the transaction SWNCONFIG:

  • Image 3: SWNCONFIG transaction showing the GRCNOTIFICATION, PCESCALATION and PCREMINDER scenarios.

 

2.2 SWNCONFIG

2.2.1 Scenario Specific Settings

The SWNCONFIG transaction is the main structure for all the workflow related e-mails. For each scenario one can set specific details, like the message type that will be sent and the Task Filter, which can be used to limit the use of the scenarios to specific tasks. Having the GRCNOTIFICATION scenario selected (Image 3) double-click the Category folder to set the first choice for this scenario, which is the grouping of items in the message:

Not Supported - This option does not allow grouping of items. It will create one single e-mail for each task. If the user received 5 new work items since the last run of SWN_SELSEN, 5 e-mails will be sent containig one work item each.

Grouping Within the Same Category Permitted - This option will create only one E-mail containing all the work items from each category that needs to be informed. If the user received 5 new work items since the last run of SWN_SELSEN, only 1 e-mail will be sent containing all the 5 work items. You can see details on the Multiple Items E-mail here.

Grouping with Other Categories Permitted - This is the default option and since on each delivered Scenario there is only one category available, this option will work the same as the previous one. You can see details on the Multiple Items E-mail here.

 

  • Image 4: The Collective Message field is scenario specific and determines how many work items can be notified on one single e-mail.

 

The other configuration that is scenario specific is the Filter. The GRCNOTIFYFILTER is the default filter delivered for the GRCNOTIFICATION Scenario:

  • Image 5: The GRCNOTIFYFILTER basic data.

 

By selecting this filter then opening the filter settings, we can see that all the tasks that will be considered for notification are explicity maintained here. If there is one or few tasks that are not being reported on the notification e-mail, it is probably because they are missing in this filter. Any tasks can be included here (even RM or AC) and they will be reported on the E-mail on the next run of SWN_SELSEN after their creation.

  • Image 6: GRCNOTIFYFILTER settings showing the tasks that will generate notifications to the user when created.

2.2.2 Schedule Selection

The Schedule Selection determines which work items are selected and when:

Image 7: Schedule Selection showing that all the 3 scenarios are going to select the tasks of the respective filters for all the work days.

 

2.2.3 Delivery Schedule

The Delivery Schedule determines when the items selected on the Schedule Selection are delivered (sent by E-mail).

Image 8: Delivery Schedule showing that E-mails can be sent on all work days, if the Schedule Selection finds anything to be sent.

 

2.2.4 General Settings

Here many details can be set, such as:

  • Subject of the e-mail
  • Text of the Work Inbox link
  • URL of the work inbox link (where the link text points to)
  • Name of the E-mail sender

Image 9: General Settings showing all the default texts.

 

Let's see as example the Subject text of the Multiple Items Notification e-mail (the one used by default granularity "Grouping with Other Categories Permitted" ) (SUBJECT_WF_MULTI). We can see that the default value for this setting is NASWN072. This means NA is the message type, SWN is the message class and 072 is the message number. So the text that comes form this value can be checked on SE91 transaction, by searching for the SWN message class and message number 072:

Image 10: Checking the message number 072 of SWN message class on SE91 transaction

 

Image 11: The text contained in the message 072 of SWN message class.

For the other settings where a Dialog Text is used, you can check then on SE61 by selecting the DIALOG TEXT Document Class and the name will be the rest of the value, like SWN_PROLOG_MULTI. You can create custom ZSWN message class on SE91 or customer dialog text Z* and determine your own texts/messages to customise the e-mail texts.

 

2.2.5 Message Template

Here we can point the message template to the handler and custom html engine. See more on How To change Notification E-mail Content

  • Image 12: Message Template configuration where one can point a new Z (custom) BSP application capable of creating diferent e-mail contents for the Notifications, Reminders and Escalation scenarios.

2.3 SWN_SELSEN

For the schedules to run and the e-mails be delivered, the SWN_SELSEN program needs to be scheduled to run periodically. This can be done by following the instructions of the IMG Activity "Schedule Job for Workflow E-mail Notification". 

2.4 Reminders and Escalations Configuration

Notifications should work right away after the SWNCONFIG is all performed and the SWN_SELSEN program is running periodically on the background. But for the Reminders and Escalations, the additional, task-specific customizing needs to be performed to set the details of when and who to send the reminder and escalations.

From SWDD transaction one can enter any workflow ID. From the workflow we can enter the tasks and set the reminder and escalation. This needs to be done for each task that you wish to have reminders and escalations for. To know which step represents each task, first we need to understand the SWDD transaction and the possible workflows to be used which are:

WorkflowWorkflow IDWorkflow StepTaskTask Name
Process: Remediation PlanWS75900002206TS75900002Enter Remediation Plan Details
  201TS75900003Review Remediation Plan Details
  196TS75900004Report on Remediation Plan Progress
  211TS75900005Review and Close Remediation Plan
     
Remadiation PlanWS7630003814/18TS76307972Enter Details for Remediation Plan
  22TS76307975Review and Close Remediation Plan
  26TS76307974Review Remediation Plan Details
  30TS76307973Report on Remediation Plan Progress
  46TS76308091Review Due Date Change
     
Process: IssueWS75900003139TS75900010Resolve Issue without Remediation Plan
  147TS75900013Issue Remediation Using Remediation Plan
  163/168TS75900006Start Issue Remediation
     
Process: AssessmentWS75900004181TS75900008Review Assessment
  186TS75900007Perform Assessment
  191TS75900009Rework Assessment
     
Process: TestlogWS75900005186TS75900016Create Issue For Testlog (Perform Manual Test of Control Effectiveness)
  200TS75900018Review Testlog & Issue (Review Manual Test of Control Effectiveness)
  215TS75900019Rework The Issue for The Testlog (Rework Manual Test of Control Effectiveness)
  239TS75907927Update Manual Test
     
Process: SignoffWS7590000728TS75900022Perform Sign-Off at Corporate Level
     
Display ReportWS759000085TS75900024Review Prepared Report
     
PROCESS: AODWS759000144TS75907917Process Agregation of Deficiencies
     
Process: CAPA PlanWS76300012137TS76300020Enter Details for CAPA Plan
  143TS76300025Approve CAPA Execution
  149TS76300021Review CAPA Plan Details
  155TS76300022Rework CAPA Plan
  161TS76300026Rework CAPA Execution
  167/185TS76300023Perform Corrective action
  173TS76300024Perform Preventive action
  200TS76300027CAPA Plan Cancelled - Close Issue
     
Process: CAPA PlanWS76300041137TS76307989Enter Details for CAPA Plan
  143TS76307995Review CAPA Plan Execution Details
  149TS76307990Review CAPA Plan Details
  155TS76307991Rework CAPA Plan
  161TS76307996Rework CAPA Execution
  167/185TS76307993Perform Corrective action
  173TS76307994Perform Preventive action
  200TS76307997CAPA Plan Cancelled - Close Issue
     
Process: Manual Control PerformanceWS765000294/18/23/28TS76507943Create/Rework/Review/Perform Manual Control Performance
     
Disclosure surveyWS763000184WS76300018Disclosure Survey
     
Process: Propose ControlWS7630003016TS76300056Control Proposal Approved
  119TS76300055Control Proposal Decision
  123TS76300057Control Proposal Rejected
     

 

As an example the workflow for Assessments will be used here WS75900004:

2.4.1 Control Tab

Entering the workflow and then clicking on the step 186 (perform assessment) we can see the main tab (control) of the task. Here we can see there is already a rule for the agent. This is the same rule used by the workflow to determine the recipient of the WI.

  • Image 13: Control Tab which contains the same rule to be used in the Reminder (requested end tab), so that the same task recipient is reminded to finish the task.

 

2.4.2 Requested End Tab - Reminder

Here we are going to configure it similarly as the control tab. In this case we are setting an expression to calculate the date when to send the reminder. I am using the reference date as the due date of the assessment and then setting the reminder to be sent -1 days before that due date. The action is display text, this will send the user the email and the actual user is determined by the rule, which one can see is the same as the maintained in the control tab, so the same user who received the work item will also receive this reminder.

  • Image 14: Configuring the Reminder on the Requested End tab.

 

2.4.3 Latest End Tab - Escalation

On this tab we will set the Escalation also by inserting an expression, that will determine when this escalation will happen. Different from the reminder, here the rule is Agent of Escalation, which points to the 0PC_RECE_ESCALATION business event as configured in the "Maintain Custom Agent Determination Rules" IMG activity for the specific case/entity.

  • Image 15: Here we set the expression of when to send an e-mail to the agent of escalation to inform that the task was not completed yet.

 

3 Testing and troubleshooting the Notifications, Reminders and Escalations

 

Now that you have configured the Notifications, Reminders and Escalations that you want to use in your system, let's see how to confirm the configuration and understand if any error/issue happens. In the case of Notifications once the work item is created, if the task is in the filter for the scenario, program SWN_SELSEN should directly notify it to the user, so go directly to 3.2

For Reminders and Escalations, we need to confirm if the activity is created inside the task, so let's look into the work item first:

3.1 Checking the work items for Reminder and Escalations activity 

We can enter transaction SWIA and check the work item for the reminder and/or escalation activities that should be created along with the WI.

If any changes are made to the workflow on SWDD transaction, only work items created after those changes are active will consider them, so make sure you have saved and activated the last version of the workflow before creating your test work items.

 

Follow the steps form the images below to understand how to open the WI log and check for deadline monitoring tasks. These tasks need to be generated otherwise the Reminder and Escalations e-mails will never reach the endusers:

 

  • Image 16: Open SWIA transaction and look for Work Items. You can filter using the TASK ID.

 

  • Image 17: Select one of the tasks by double-clicking the line of the task.

 

  • Image 18: Now click on the log so we can see all logged details of this Work Item.

 

  • Image 19: Make sure to use the Technical Details function so we can see detailed info.

 

  • Image 20: Click on the Expand all Nodes to open the Dialog Tasks which are the ones the user receives.

  • Image 21: Finally click on top of the dialog task for which you want to check if deadline monitoring is working you should see the Bell sign on the Deadlines tab, it means that deadlines were calculated for the work item and these should trigger the e-mails on the calculateddate.


3.2 Checking SWN_SELSEN program

In transaction SM37 we can check the SWN_SELSEN program by filtering using this ABAP Program Name:

  • Image 22: FIltering for the jobs of SWN_SELSEN program on SM37.

 

Then one can select the entry and click on JOB LOG to see if notifications, reminders and escalations were processed:

  • Image 23: Selecting one specific run of SWN_SELSEN job to see the logs.

 

  • Image 24: Log of SWN_SELSEN job showing notifications sent on 2 messages (e-mails).

3.3 Checking the E-mails sent on SOST

The final step is to actually deliver the e-mails to the endusers who will be notified, reminded or receive an escalation. That happens on SOST transaction were we can see e-mails leaving the SAP System:

Image 25: SOST transaction showing the e-mails of notification sent to the endusers. If the e-mails are not being created here confirm the SMTP configuration is complete.

 

4 Related Content 

4.1 SAP Notes

2388090 Customized parameter not shown in reminder notification
2273613 Reminder day parameter missing from escalations and reminders
1998089 Reminder mail subject is not translated as per user's launguage
2010444 Reminder notification does not take over new WF task names
1349586 Escalation and Reminder Email Notification

4.2 SAP Knowledge Base Articles

2567901 SWWDHEX dump - CL_GRFN_API_IDENT - ASSERTION_FAILED

2470242 Configuration of Reminder & Escalation

2525232 Reminders not picking up SWN_SELSEN

2622729 Reminders are not sent for disclosure survey

 

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  1. very useful material