§Foreword ... 29§§Preface ... 33§§PART I: Getting Started with Workflow in SAP§§1. Introduction ... 45§§1.1 SAP Business Workflow: Defined ... 45§§1.2 SAP Intelligent Business Operations ... 48§§1.3 How SAP Business Workflow Fits Into the SAP Overall Business Process Management Strategy ... 51§§1.4 When to Use SAP Business Workflow ... 52§§1.5 What Can Be Achieved Using SAP Business Workflow 57§§1.6 Features of SAP Business Workflow ... 58§§1.7 Some Terminology ... 66§§2. Requirements Gathering Strategy ... 69§§2.1 Introduction ... 69§§2.2 Understanding the Business Process 71§§2.3 Gathering Object Data ... 78§§2.4 Determining the Agents ... 84§§2.5 Determining Work Item Delivery Routes ... 89§§2.6 Confirming the Workflow Design ... 90§§2.7 Workflow Administration ... 92§§2.8 Planning for Production Start 93§§2.9 Planning for Future Enhancements ... 94§§3. Configuring the System ... 97§§3.1 Quick Start: Configure the SAP Business Workflow Engine in Seconds ... 99§§3.2 Task-Specific Customizing ... 105§§3.3 Transport and Client Copy ... 107§§3.4 Customizing for the SAP Business Workflow Engine ... 108§§4. Work Item Delivery ... 111§§4.1 The Human Factory ... 111§§4.2 SAP Business Workplace ... 114§§4.3 Universal Worklist ... 127§§4.4 Examples of Universal Worklist Customizing ... 137§§4.5 Extended Notifications ... 141§§4.6 Business Workflow Work Center ... 144§§4.7 Mobile Workflows ... 145§§4.8 External Users ... 146§§4.9 Other Considerations ... 147§§5. Agents ... 149§§5.1 Understanding Agent Assignment ... 150§§5.2 Agent Assignment Using the Organizational Structure ... 160§§5.3 Agent Assignment Using Task Groups ... 167§§5.4 Implementing and Maintaining the Structure in Practice ... 168§§6. Setting Up an SAP-Provided SAP ERP Workflow ... 177§§6.1 Finding Workflows Delivered by SAP ... 178§§6.2 Business Scenario ... 180§§6.3 SAP Workflows Involved ... 181§§6.4 Starting the Workflow ... 182§§6.5 Activating the Scenario ... 183§§6.6 Commonly Used SAP ERP Workflows ... 185§§7. SAP Operational Process Intelligence Powered by SAP HANA ... 187§§7.1 The Objectives of SAP Operational Process Intelligence ... 188§§7.2 Prerequisites for Operational Excellence ... 190§§7.3 space.me Dashboards ... 192§§7.4 SAP HANA Studio ... 200§§7.5 Next Steps ... 205§§PART II: Administering Workflows§§8. Workflow Administration ... 209§§8.1 Reporting on Workflows ... 210§§8.2 Error Resolution ... 216§§8.3 General Techniques for Resolving Runtime Errors ... 219§§8.4 Working with the Work Item Display ... 224§§8.5 Working with the Workflow Log ... 231§§8.6 Working with the Classic Workflow Technical Log ... 236§§8.7 Resolving Agent Determination Errors ... 239§§8.8 Other Support Tools ... 246§§8.9 Help Desk in the Intranet ... 247§§8.10 A Day in the Life of a Workflow Administrator ... 249§§9. Using SAP Business Warehouse for SAP Business Workflow Reporting ... 263§§9.1 SAP Business Warehouse Basics for the Workflow Expert ... 264§§9.2 Standard Workflow Analysis with SAP Business Warehouse 266§§10. Administration Troubleshooting Guide ... 271§§10.1 A Workflow That Doesn t Start ... 271§§10.2 A Workflow That Stops in Mid-Track ... 276§§10.3 The Most Likely Causes (and How to Avoid Them) ... 278§§10.4 The Administrator s First Aid Guide ... 286§§11. Advanced Diagnostics ... 299§§11.1 Troubleshooting Workflows ... 299§§11.2 Diagnosis Logs ... 301§§11.3 Debugging with the ABAP Debugger ... 308§§11.4 Preparing a Task to Go to Production ... 317§§12. Upgrading SAP Business Workflow ... 323