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Dispute mgmt

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53 views6 pages

S Guide Sizrecordscasemanage

Dispute mgmt

Uploaded by

Ramneek Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Sizing Records and Case

Management
Version 1.0
March 2004

SAP Customers & Partners

Copyright 2004 SAP AG. All rights reserved.


No part of this publication may be reproduced or transmitted in any form or for any purpose
without the express permission of SAP AG. The information contained herein may be changed
without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software
components of other software vendors.
Microsoft, WINDOWS, NT, EXCEL, Word, PowerPoint and SQL Server are registered
trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390,
AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner,
WebSphere, Netfinity, Tivoli, Informix and Informix Dynamic ServerTM are trademarks of
IBM Corporation in USA and/or other countries.
ORACLE is a registered trademark of ORACLE Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, the Citrix logo, ICA, Program Neighborhood, MetaFrame, WinFrame,
VideoFrame, MultiWin and other Citrix product names referenced herein are trademarks of
Citrix Systems, Inc.
HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C, World Wide
Web Consortium, Massachusetts Institute of Technology.
JAVA is a registered trademark of Sun Microsystems, Inc.
JAVASCRIPT is a registered trademark of Sun Microsystems, Inc., used under license for
technology invented and implemented by Netscape.
SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP
EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP, mySAP.com, and other SAP
products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of SAP AG in Germany and in several other countries all over the world.
MarketSet and Enterprise Buyer are jointly owned trademarks of SAP Markets and Commerce
One. All other product and service names mentioned are the trademarks of their respective
owners.

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TABLE OF CONTENTS
1

Introduction: Records and Case Management ................................................................................ 3

Architecture ...................................................................................................................................... 4

Sizing Approach for Records and Case Management..................................................................... 6

3.1

User Sizing (CPU and Memory)................................................................................................ 6

3.2

Sizing Based on Throughput..................................................................................................... 6

3.2.1

CPU ................................................................................................................................... 6

3.2.2

Disk Sizing ......................................................................................................................... 6

Comments and Feedback ................................................................................................................ 6

1 Introduction: Records and Case Management


Records Management (RM) is a solution for the electronic management of records. Switching from
using paper records to using electronic records, allows you to enjoy all the advantages of an electronic
office:
No time-consuming and expensive copying procedures
No physical transport of records
Optimal retrieval of information
Decentralized and faster access to all parts of a record
Simultaneous read access to a document for more than one person
Immediate document processing using electronic office communication tools.
Tracking of the complete business process
Accessing all needed information from one single point of access

Features of Records Management


Records Management not only provides an electronic representation of the conventional paper record,
but also offers functions that far exceed those available for conventional records management. In
addition to electronic documents, Records Management can also integrate the following electronic
elements:
SAP Business Objects
SAP Business Workflows
SAP Reports
SAP Transactions
Archived documents
Office documents
Internet/Intranet pages
Administration data for paper documents
Elements can originate either from the local or remote SAP systems, or from non-SAP systems.
These integration capabilities provide a complete view of a business process and quick access to
information. By integrating SAP Business Workflow, you have the option to use the record as a
starting point for efficient process control. Ad hoc workflow capabilities can be added as well.
Case Management (CM) is a component for processing incidents, such as customer complaints. The
electronic case displays an overview of all the information related to a case in one window, and
enables electronic forwarding of cases to other users.
Case Management uses Records Management, because a case always contains an electronic record
for the purpose of integrating all the different information objects involved,.

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Features of Case Management


A case consists of the following:
Header data: Attributes that contain important data for the case
Linked objects (electronic record): All information objects that are relevant for the case. These can
be documents as well as system objects such as business objects.
Processors of the case can enter new information objects in the record at any time.
Notes: Ongoing notes entered by the processors of the case.
Process route: Sequence of employees who receive the case for processing.
Log: List of all activities that have been performed on the case.
Case Management is used within many applications. It therefore has an extensive range of
Customizing functions, which can be used to define the appearance of the screen and the specific
functions for a case.

2 Architecture
Records and Case Management are based on the SAP Web Application Server. The figure below
shows the involved functional components.
Business Solutions
RCM

Case

Data Records

Case Management:
Process Management
Documents

Inbound
Processin

In

Bar code
OCR
eMail
FAX
Paper
Forms
Files
Import

Doc

Documents

Data Records

Case

Records Management:
Recording, Framework

Doc
Rec
Case

Records

Document Management:
Backend & Visual Clients

Outbound
Processin

Out
eMail
FAX
Paper
Forms
Files
Export

Documents

Web Application Server

Figure 1: Functional architecture of SAP Records and Case Management

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The main Service Providers (SP) of Records and Case Management have full flexibility in content
storage location. This is served by the GDMA API.
The default storage location for SP Case, SP Record and SP Document is Knowledge Provider (KPro)
Document Management System (KPro-DMS). The storage location for SP ArchiveLink (documents) is
an ArchiveLink archive.

Figure 2: Functional architecture of SAP Records and Case Management

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3 Sizing Approach for Records and Case Management


For sizing we measured the creation of exmplary records and cases. To approach sizing you can use
the Quick Sizer by mapping the processes to component Sales and Distribution (SD).

3.1

User Sizing (CPU and Memory)

To size the users, take component SD and apply the following rule to map Records and Case
Management users to SD: 1 RM or CM User = 1.5 SD user

3.2
3.2.1

Sizing Based on Throughput


CPU

We distinguish whether records or cases are created through API calls or by users.

Users
To reflect the creation of a case or a record (empty without any elements) by a user, apply a factor of
4.5 and enter it in line SD-SLS and take 1 line item.
If you add elements, such as a document to a case (embedded record) or a record, apply the above
rule (factor of 4.5) and allocate one additional line item for each element.

API (BAPI) calls


To reflect the creation of a case or a record (empty without any elements) by an interface, apply a
factor of 1.5 and enter it in line SD-SLS and take 1 line item.
If you add elements, such as a document to a case (embedded record) or a record, apply the above
rule (factor of 1.5) and allocate one additional line item for each element.

3.2.2

Disk Sizing

There is a small formula to calculate disk space consumption of cases and records.
n * (12KB + m * 1KB)
With nnumber of cases or records
mnumber of elements in case (embedded record) or record
Example: 1,000,000 records per year, each with 5 elements will consume roughly 16 GB.
For sizing we assume the following:
XML data is compressed (KPro), DB indexes are included.
We assume 12KB for an empty case or record (generated from an average record model)
1KB0.15KB for POID in record XML and 0.85KB for POID in directory
Note
Additional DB space is needed for elements (e.g. documents) themselves! This depends on
actual customer scenarios and configurations for example, are documents integrated with
Service Provider (SP) ArchiveLink or are they integrated with SP Document, and if they are
integrated with SP Document have you configured KPro-DMS or WebDAV repository?
(compare with figure 2 -> content store)
The formula constants (12KB and 1KB) do not apply for storing records and cases (embedded
records) on Content or WebDAV Server (instead of KPro DB tables), since there might be other or
no compression rates (compare with figure 2 -> content store).

4 Comments and Feedback


Comments and feedback on this document are highly appreciated. Please direct them to Susanne
Janssen ([email protected]), Performance, Data Management & Scalability, SAP AG.
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