Concepts & Terms

This page defines the terms used throughout this section. Two of the four objects carry the word "clarification" — it's worth distinguishing them from...

This page defines the terms used throughout the section. Two of the four objects carry the word "clarification" — it's worth keeping them distinct.

The Four Objects

Workflow

A reusable rule or automation template, configured in the Clarification module under Clarifications → Workflows. A workflow does not represent a single clarification; it is the guideline that specifies:

• when clarifications are automatically created (auto-start),

• who becomes the reporter and processor,

• when clarifications escalate (auto-escalation),

• when resolved clarifications reopen (auto-restart),

• when clarification groups close (auto-close) and

• which after-effects run (payment reminder stop, debt collection).

A workflow is active or inactive. Manual clarifications can also be created without a workflow, provided the role permits it.

Clarification Group (the Container)

A container for a customer, with its own clarification number. It bundles individual clarifications and carries the shared message and offered reasons. A clarification group is active or closed.

Clarification (the Position — the actual work unit)

A position within the group: exactly one invoice (open item / journal entry) or a deduction. Work is actually performed on this. The clarification has its own clarification number and carries:

• a status: active or resolved,

• an assignee, a reporter and a due date,

• an escalation level and

• a next action (see below).

A group with three disputed invoices contains three clarifications. Note the intentional difference in terminology: an individual clarification is resolved; the clarification group is closed.

Response

A response to a clarification — a selected reason plus optional free-text message and attachments. A response goes through submitted → accepted / rejected and expires when the clarification is resolved or restarted while the response was still awaiting review. The reporter reviews responses.

Topic: Invoice vs. Deduction

Each clarification has a topic: invoice (an open item / journal entry; in the SAP context a journal entry) or deduction (a discount / disputed amount). The topic determines what the clarification relates to and controls some workflow settings (for example, deduction workflows are separated by deduction type).