Your implementation may wish to provide support for additional service requests for your taxpayers. The following information outlines the steps required in the product to support a new service request.
First decide if the taxpayer must provide identification information as part of the service request. If so,
Should the system validate the taxpayer before continuing with the actual request? In this case an initial web service call must be sent to the system with appropriate information to validate the taxpayer.
Can the identification information be provided with the other service request details so that the taxpayer identification can be done with the service request processing?
If the taxpayer identification is done as a separate step, refer to Configuration Tasks for Taxpayer Service Request for the base taxpayer identification business object provided with the product. That may be used or a new one based on appropriate business rules may be introduced with this one as a sample.
Each service request must have its own Service Task business object. This business object defines the information required for this type of request and defines the algorithms that validate and process the request. The product provides several business objects that may be used as a parent business object for a new service request.
The Standard Deferred Self Service Task business object (C1-StandardDeferredSSTask) supports the ability to defer the full processing of the request to a subsequent step. Defining a service task business object as a child of this business object is recommended if any of the following are true:
A user needs to review the taxpayer's request.
The request is high volume such that processing the request real-time for many taxpayers may cause a lot of system traffic.
The logic required to process the request is such that it doesn't make sense for the taxpayer to wait until the processing is complete.
The Standard Real Time Self Service Task business object (C1-StandardRealTimeSSTask) supports immediate processing of the service request to give a response to the taxpayer real time.
The Standard Scheduled Reminder Self Service Task business object (C1-ScheduledReminderSSTask) supports the repeatable creation of the reminder, maintaining the reminder task in an active status and expire it at the specific date. Defining a service task business object as a child of this business object is recommended if any of the following are true:
A periodic reminder should be issued.
The date of the reminder may be derived from the request data or calculated based on some conditions.
Create the new business object defining the appropriate parent business object and navigate to the schema tab. Include the parent BO's schema. Define the additional elements required for this business object's functionality. Refer to the Tax Clearance Certificate business object for an example.
The business object must also include the appropriate algorithms to satisfy the request.
Create a service task type for the new service request with the appropriate service task type business object; base product provides business objects for Taxpayer Service Request Self Service Task Type, Generic Create To Do Request Task Type and Scheduled Reminder Request Task Type.
The related transaction BO should be set to the business object created above.
Service task class should be set to Service Request.
To Do Type should be set to a standard error To Do type to use when transitioning to error. The base product To Do Type Self Service Task Issues (C1-SSTTD) is provided for this purpose.
To Do Role should be configured to an appropriate default To Do role for the above To Do type. This is optional. If no value is provided the default role for the To Do type is used.
Configure the Confirmation Header Message Category and Message Number and the Error Header Message Category and Message Number to use for communication to the self service user.
The service request fields mapping is used when creating the target service task to correctly populate the request data list from the list of fields passed in on the web service. Define the mappings appropriate for this service request as needed.
Add request-specific configurations where needed.
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