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Sections

  • MS Word Export To Multiple PDF Files Software - Please purchase license
  • Service Introduction
  • Generic Functions in Service
  • Item Hierarchies
  • Products in Service Transactions
  • Tool
  • Counters and Readings
  • Usage Recording with Counter Readings
  • Usage Determination
  • Scheduling for Counter-Based Service Intervals
  • Service Monitor
  • Transaction Analyzer
  • Change Processes
  • Cancel Last Change Process
  • Account Assignment to Profitability Analysis
  • Amount Allocation with SAP ECC Integration
  • Accounting Indicator
  • Creation of Splitting Rules
  • Repostings
  • Extended Service Process Analysis in SAP ECC
  • Logistics Integration
  • Logistics Integration in the Procurement Process
  • Customizing for Logistics Integration in Procurement
  • Logistics Integration in the Material Withdrawal Process
  • Data Exchange for Service Confirmations: SAP CRM - SAP ECC
  • Logistics Integration in Delivery-Relevant Processes
  • Logistics Integration in the Scrapping Process
  • Billing of Services
  • External Billing of Service Transactions in SAP ECC
  • Service Contracts and Service Plans
  • Service and Product List
  • Service Agreement
  • Service Contract Quotations
  • Service Contract (Value/Quantity)
  • Service Contract Items
  • Service Level Agreements (SLA)
  • Service Contract Determination
  • Object List
  • Assigning Service Contracts to Installed Bases
  • Service Plan
  • Service Plan in Service Contract
  • Service Intervals
  • Scheduling Type
  • Templates for Service Intervals
  • Scheduling and Generating Follow-Up Transactions
  • The Post Processing Framework in CRM
  • Simulating Service Plans
  • Revenue Recognition for Service Contracts with SAP ECC Integration
  • Customizing for Revenue Recognition with SAP ECC Integration
  • Usage-Based Service Contract Management
  • Usage-Based Billing
  • Pool Linkage
  • Usage-Based Service Contract Processing
  • Single Contract (Usage-Based Service Contract)
  • Billing Plan
  • Control Data
  • Credit Overview
  • Certificate of Acceptance
  • Inception of Usage-Based Service Contracts
  • Pool Contract
  • Pool Prebilling
  • Single Pool Contract
  • Aggregate Contract
  • Performing Change Processes
  • Overview of Contract Change Processes
  • Change of Sold-To Party
  • Base Lease Extension
  • Change of Partners
  • Cancel Inception of an Item in a Service Contract
  • Change of Location
  • Change of Physical Product
  • Purchase
  • Stop Accounting
  • Resume Accounting
  • Stop Billing
  • Resume Billing
  • Restructuring
  • Contract Termination
  • Creating the Pool Linkage
  • Creating a Rule-Based Pool Linkage
  • Change and Cancel Pool Linkage
  • Collective Termination of Pool Linkage
  • Reading Reminders
  • Product Service Letters
  • Creating a Product Service Letter
  • Customizing for the Product Service Letter
  • Create Product Service Letter Items
  • Create a Service Order From a PSL Item
  • Select a Product Service Letter From a Service Order
  • Product Service Letters in the Customer Portal
  • Recall Processing of Service Parts with Product Service Letters
  • Service Recall Processing: Returning Service Parts
  • Service Recall Processing: Exchange of Defective Products
  • Functions and Master Data in the Product Service Letter
  • Content of a Product Service Letter
  • Dates in the Product Service Letter
  • Actions in the Product Service Letter
  • Service Order Templates
  • Template References
  • Service Order Quotations
  • Packages and Products with Dependent Components
  • Dates in Service Orders and Service Order Quotations
  • Service Orders
  • Data Exchange for Service Orders: CRM Server – SAP ECC / SAP APO
  • Data Transfer to SAP ERP Accounting
  • Set up Customizing for Availability Check
  • Web Requests
  • Setting Up Web Requests
  • Web Services for Self-Registration and Master Data Changes
  • Templates for Web Requests
  • Request Data Structure
  • Views and Authorization Concept
  • Digital Signature for Web Requests
  • Layout Maintenance for BSP-Based Web Requests
  • JavaScript in Web Requests
  • Server-Page Scripting Instructions: Layout Definition
  • Server-Page Scripting Instructions: Event Control
  • Layout of a BSP-Based Web Request
  • Setting as Stateless or Stateful Web Request
  • Migrating from Stateful BSP Applications to Stateless
  • Layout Maintenance for Adobe-Based Request Forms
  • Business Rule Framework for Web Requests
  • Messages with Field Reference
  • Formatting Incorrect Fields
  • Saving Incorrect Request Data
  • Persistent Error Messages
  • Customer-Specific Message Parameters
  • External Interface
  • Interaction Using Transaction Instance
  • SAP Demo Requests
  • Request for Parking Permit
  • Request for Parking Permit for Third Party
  • Request for Parking Permit with Digital Signature
  • Request for Parking Permit Without Item
  • Request with Pricing
  • Web Request as Service Transaction
  • Setting Up Web Requests as Service Transactions
  • Complaints and Returns
  • Subsequent Assignment of Preceding Transactions
  • Complaint Creation
  • Creation of Quality Notifications in SAP ECC
  • Complaints with Reference to Billing Documents
  • Complaints Processing After Third-Party Order Processing (TPOP)
  • Service Parts Management (SPM)
  • Customizing for Complaints with Reference to Billing Documents
  • Examples of Complaints with Reference to Billing Documents
  • Creation of Complaints with Reference to Billing Documents
  • Entitlement
  • Entitlements Check
  • Quantity Flow and Adjustment
  • Actions for Complaints Items Without Returns
  • Difference Calculation
  • Retroactive Billing
  • Complaint Creation with Reference to an ERP Handling Unit
  • Investigation
  • Billing Item Check for Complaints with Reference to Billing Documents
  • Returns Authorization
  • Using Complaints and Returns to Update Sales Contracts
  • Inventory Adjustments Using Complaints
  • Complaints with Reference to Trade Promotions
  • Returns
  • Authorization Check at Field Level
  • Graphical Modeling of Segments
  • Surplus Returns Campaigns
  • Customizing for Returns
  • Creating Returns
  • Return Entitlement Program
  • Deposit Entitlement Program
  • Location Determination
  • Location Determination with Active System Configuration for SPM
  • Serial Number Entry in Complaints and Returns
  • Replication of Equipment Between SAP CRM and SAP ERP
  • Replication of the Equipment Configuration Between SAP CRM and
  • SAP ERP
  • Used Part Returns
  • Entitlement Management
  • Follow-Up Activities for the Logistical Process
  • Customizing for Follow-Up Activities
  • Returns Authorization with Activated System Configuration for SPM
  • Creation of Used Part Returns
  • Exchange Group for Used Part Returns
  • SPM Functions in Complaints and Returns
  • Quality Inspection
  • Complaints for External Products
  • Data Exchange for Complaints: SAP CRM - SAP ECC
  • In-House Repair Orders
  • Creation of In-House Repair Orders
  • Service Confirmations
  • Creation of Service Confirmations
  • Serial Number Entry in Service Confirmations
  • Statuses in the Service Confirmation
  • Case Management
  • Document Management
  • Enhanced Authorization Control for Case Access Using ACE
  • Case
  • Linking Related Cases
  • Case Authorizations
  • Case Processing in the Interaction Center WebClient
  • Knowledge Search in SAP CRM
  • Expanded CRM Case Management Features
  • Configuring Repetitive Tasks
  • Sending E-Mails from a Case
  • Reassigning Business Partners in Linked Objects
  • Configuring Automatically Created Case Notes
  • Enhancing Case Categories
  • Defining a Case Closing Profile
  • Archiving CRM Cases
  • Setting the Case Search Scenario
  • BAdIs for CRM BAPI Parameters
  • Importing and Exporting Cases with XI
  • Using Additional Object Types with CRM Case Management
  • Architecture of CRM Case Management
  • Creating a Self-Defined Case Record Model
  • Integrating New Object Types into Cases
  • Integrating CRM Business Object Types into the Case Record Model
  • Integrating Non-CRM Business Object Types into Case Record Model
  • Integrating Additional Fields into the UI and Search Function
  • Adding New Fields to the Business Transaction
  • Analyzing Additional Fields with SAP Business Intelligence
  • Additional Customizing Configuration for Case Management
  • Integrating Multilevel Categorization
  • Additional BAdIs for Case Management
  • Enhanced Search Functionality in Cases
  • Actions for Subsequent Case Processing
  • Service Resource Planning
  • Integration with Service Order Items
  • Integration with cProjects
  • Assignments
  • Create and Maintain Assignments
  • Multilevel Staffing of Project Roles
  • Integration with SAP ERP HCM
  • Find and Rank
  • Personalization
  • Resources
  • Maintain Employees
  • Maintain Service Providers
  • Overtime and Capacity Rules
  • Searching for Resources
  • Find Suitable Demands
  • Resource View
  • Weekly View
  • Gantt View
  • Service Arrangements
  • Service Arrangements for Employees
  • Service Arrangement Detail
  • Availability
  • Capacity
  • Service Area
  • Qualifications
  • Change History for Service Arrangements
  • Demands
  • Searching for Demands
  • Find Suitable Resources
  • Time Allocations
  • Time Allocation: Basic Availability
  • Time Allocation: Extraordinary Availability
  • Initial Load of Time Allocations
  • Scheduling and Schedule Strategies
  • Replace Resource
  • Notify Resources
  • Alerts and Messages
  • Alert List
  • Messages
  • Analytics
  • Groupware Integration
  • Data Flow from the WFD Server to Groupware
  • Data Flow from Groupware to the WFD Server

MS Word Export To Multiple PDF Files Software - Please purchase license.

CRM Service Module – 6.0
A Complete Help Document

By Srujan Alikanti

1

Service Introduction
This area in SAP Customer Relationship Management (SAP CRM) enables you to manage your service cycle, starting with managing service contracts and warranties, through to processing service order quotations and service orders, complaints and returns, and service confirmations.

Generic Functions in Service
In this section you can find information about:
• •

Functions that are relevant for more than one service transaction Integration of SAP CRM and SAP ERP Central Component

Item Hierarchies
You use this function to arrange any items hierarchically in a service transaction. In this way, for example, you can show that specific service parts belong to a particular service, or that a service is made up of several other services. This function is available in CRM Enterprise, Interaction Center, and Mobile. Integration If you work with qualifications, qualification requirements are inherited via the item hierarchy, and are used for the selection of service employees.
NOTE

If you create a service transaction in Mobile, qualification requirements are determined as soon as the transaction has been transferred to CRM Enterprise.

2

Features Creating Item Hierarchies You create item hierarchies by specifying the higher-level item for an item in a service transaction. You can create any number of subitems for an item. The system cumulates pricing data, and duration and quantity in the higher-level item. Account Assignment The system posts costs automatically to the account assignment object of the higher-level item. This is also true, if for example, you assign unplanned confirmation items to a planned confirmation item. Cumulation of Duration and Quantity The system cumulates values in the higher-level item. You can use the Business Add-In CRM_SERVICE_I_HIER_CUM to define the way in which the duration and quantity should be cumulated. The standard system contains the implementation CRM_SERVICE_I_CUM. This implementation arranges for cumulated values to be collected in the higher-level item. If an item has a value that is larger than the standard value “1”, the cumulated value from the subordinate items is not cumulated in the higher-level item, but rather the value of this item, since the item value has a higher priority than the cumulated value. Cumulation of Pricing Data The system cumulates values in the higher-level item. A cumulation is required in pricing because pricing data can be entered at both main item level and subitem level. The cumulation of pricing data from subitems in the higher-level item or top item can be represented by a cumulation condition 0KUM. The prerequisite for this is that the condition type is entered in the pricing procedure and this pricing procedure is assigned to the sales organization.

3

Creation of Follow-Up Transactions When you create follow-up transactions, all items are displayed for copying and you can do the following:

Copy all items at once The hierarchy is retained unchanged in the follow-up transaction.

Copy individual items. The hierarchy remains unchanged providing that you also copy the upper-level item.

The following figure shows how items in an item hierarchy are copied, depending on the items selected for copying when a follow-up transaction is created:

Example The item hierarchy for a 20,000 km inspection could be defined as follows:

4

Top Item 20,000 km inspection

Level 1

Level 2

Level 3

Oil change Motor oil Gear oil Work involved in oil change Work involved in changing motor oil Work involved in changing gear oil Filter change Work involved in filter change Oil filter Air filter Lamp test Work involved in lamp test and parts exchange Dipped headlight bulb Headlight bulb Sidelight bulb Front fog light bulb Rear fog light bulb

Products in Service Transactions
Products are central objects in a service transaction, representing the following:
• • • • •

Services provided (service product: product type Service) Service parts required for the service (service part: product type Material) Products sold in relation to a service (sales product: product type Material) Expenses incurred (product type Material) Tools required for the service (product type Material or defined as object)

You enter each product in a separate item in your service transaction.

5

The following table shows the types of products that you can enter, depending on the transaction that you are processing. An X indicates that the product can be entered. Transaction Service order (quotation, template) Service confirmation Complaint In-house repair order Service contract Service Product X X X X X Service Part X X X X X X X Sales Product X Expense Tool

X X

X X

Tool
An item that is used when a service order is carried out, but which is not consumed itself. You can enter tools for the following service transactions in order to bill them to your customers and to determine and allocate internal costs:

Service orders, service order templates, and service order quotations (item categories: SRVT, SRTT, SRQT) Service confirmations (item category SVCT) In-house repair orders (item category RTOL)

• •

You can enter the number or the duration of use. For more information, see Billing Services. Structure Tools are divided into the following tool categories:

Individual tool A tool that can be uniquely identified by a serial number or an ID. You enter individual tools as objects in SAP CRM.

6

Individual tools are tools that are valuable or difficult to procure. For example, if certain types of work can only be carried out using a specific lifting platform, you enter this tool as an individual tool, which means it can be identified. Examples: Hangar, measuring device, lifting platform

Material tool A tool that is only managed quantitatively and which cannot be identified uniquely. You enter material tools as CRM Material products in SAP CRM. You use material tools if it does not matter which particular tool is used. Examples: Hammer, screwdriver

To categorize products as tools, you must: 1. Double-click Accounts & Products. In screen area Create, choose Product Hierarchy. 2. Create a new hierarchy for tools. 3. Assign the Tool application to the hierarchy in Customizing by choosing 4. Choose Tools as the value in column Application. Then, later on, when you assign the newly created hierarchy to a product, this setting makes the product a tool. Cross-Application . Components SAP Product Product Category Assign Category Hierarchies to Applications

Counters and Readings
You use counters to measure usage or wear and tear on an object. A counter describes the characteristics of a physical measuring device, such as a counter on a photocopier. You enter readings for a counter to record the counter status at a specific point in time.
EXAMPLE

You can use counters to:

7

Record service histories (for example, recording the mileage during the technical inspection of a car) Record energy consumption (for example, household gas or electricity readings) Assess warranty claims based on consumption (for example, a car warranty is only valid for the first 30,000 miles)

• •

The following counter types are available:
• •

Backward- and forward-counting counters Measuring points (for measurements that can increase and decrease)

Counters are readings are available in CRM Enterprise and CRM Mobile Service. Integration Service Contracts with Usage-Based Billing For information on the use of counter readings to determine billable usage in service contracts, see:
• •

Usage Recording with Counter Readings Usage Determination

Service Plans You can use planned and current counter values in service plans to determine the planned date for a service and to monitor actual usage. For more information, see Scheduling for Counter-Based Service Intervals. External Interface for Counters and Readings You can import counters and readings into SAP CRM via an external interface, for example, if you have a large number of readings to enter. The interface also enables you to transfer counters and readings recorded on mobile devices to CRM Enterprise. The interface is implemented in function module CRMXIF_COUNTER_SAVE and supports IDoc (standard SAP format for electronic data interchange between systems) and SOAP/XML formats.

8

Prerequisites You have set up counters and readings as follows in Customizing for Customer Relationship Management:

Defined the basic characteristics of counters You do this in the section Master Data Counters and Readings Counters .

Specified whether counters and readings can be entered in service transaction headers and items You do this by choosing required. Transactions Basic Settings Define Transaction Types and Define

Item Categories. For the transaction category Service Process, select Activate Counter as

Defined the characteristics of readings, and the validation check for readings You do this in the section Master Data Counters and Readings Readings .

Ensure that the predefined validation check meets your requirements (activity BAdI: Validation Check for Readings). Activities Creating Counters When you create a counter, you specify characteristics such as the measurement purpose of the counter, the unit of measure, minimum and maximum values, and the overflow value. You can create counters as follows:

In the master data of the installed base component, product, or object to which the counter relates (on the Installed Bases, Products, and Objects pages respectively) Independently of the above objects, on the Counters page

Assigning Counters to Installed Bases, Products, and Objects You can assign existing counters to installed base components, products, and objects (on the Installed Bases, Products, and Objects pages respectively). 9

NOTE

You can assign multiple counters to each installed base component, product, or object. However, you can assign each counter to only one of these. Deactivating Counters You can deactivate and reactivate counters in counter editing. When a counter is inactive, you cannot enter readings for it. Entering Readings When you enter a reading, it is automatically assigned a unique number from the number range defined in Customizing. You can enter readings for counters as follows:
• • •

On the Readings page On the Counters page In the master data of an installed base, product, or object (on the Installed Bases, Products, and Objects pages respectively) In service transactions (service orders, service order quotations, service contracts, complaints, returns, in-house repair orders, and service confirmations) in the assignment block Counters and Readings You can retrieve the counters that are assigned to the reference object in your transaction. If you have several counters in a transaction or item, you can mark one counter as the main counter.

When you save a reading, the system validates it using the validation check that is defined in Customizing.
NOTE

Once a reading has been saved, you can no longer change it. You can only cancel it and create a new reading.

10

Canceling Readings You can cancel counter readings and reactivate canceled readings.

measuring point (CRM-BF)
Basic Functions (CRM-BF)
A means of measuring a parameter for an object. A measuring point describes the characteristics of a physical measuring device, for example, a thermometer on a machine. Values measured by a measuring point can increase and decrease, whereas values on a counter either run forwards or backwards.

Usage Recording with Counter Readings

You record usage by entering counter readings. For information on the generic features of counter and readings, see Counters and Readings. The following describes the features that are available for usagebased service contract processing. Prerequisites

You have made the following settings in Customizing for Customer Relationship Management:
o

Defined the general characteristics of counters and readings, and ensured that the reading validation check meets your requirements These settings are described in Counters and Readings and can also be made in the section Usage-Based Service Contract Processing.

o

Determined, if necessary, in which sequence readings will be used to determine usage, if there are multiple readings with different origins for the same counter in the same settlement period.

11

You make this setting in the activity

Usage-Based Service Contract Processing .

Usage Recording Define Priority Sequence for Reading Origin

For each contract item, you have specified the validation rule and origin sequence for readings (if required), in the Control Data assignment block To enable counters to be used as templates for generating unique counters for objects in service contracts (see “Generation of Counters for Objects” below), you have done the following:
o

Defined counters on the Counters page and assigned them to products on the Products page in the Counters assignment block Note that this assignment block is only available if the relationship type “Counters” is assigned to the product category to which the product belongs.

o

Ensured that the objects that require counters in your service contract have a base category with the relationship type “IOBMP” This relationship type ensures that the counters assigned to the object are displayed. You make this setting on the Product Hierarchies page.

Features Generation of Counters for Objects When a service contract is activated (incepted), the counters assigned to a product in its master data are used as templates to generate unique counters for the unique object that is assigned to the same product in the object item of the service contract. The counters that are generated have the attributes of the template counters assigned to the product. You can see the counters that have been generated in the Counters and Readings assignment block in the service contract item (not in the object subitems). Usage Determination If a reading is relevant for billing, it is included in the usage overview of the relevant service contract item. For more information on setting up checks for readings to determine whether they are relevant for the usage overview, see Usage Determination.

12

Credits for Shortfall To refund shortfall quantities, such as test copies made by a service technician, you can enter credits on the Readings page. Credits entered this way are included in the credit overview of the relevant service contract item. Changing Readings Once you have saved a reading you can no longer change it. You can only cancel it, provided that:
• •

Billing has not yet taken place for the reading date Prebilling has not taken place for a related pool contract

Reading Reminders You can send reading reminders if no reading is entered by a defined time. For more information, see Reading Reminders. Prebilling Once you have entered error-free readings for all counters of a device for a billing period, the prebilling process starts for that billing period, provided you have released all the previous periods.

Usage Determination
To bill your customers for usage, you need to determine the relevant usage volume. You can do this as follows:

By entering readings on the Counters or Readings pages For more information, see Usage Recording with Counter Readings.

By importing readings from outside your SAP CRM system For more information, see Counters and Readings, section “Integration”.

By estimating usage

13

if necessary. If no reading has been entered for a billing period. Defined estimation procedures in the activities Define Estimation Procedures and Business Add-Ins (BAdIs) BAdI: Define Estimation Procedures Defined estimation sequences to determine which estimation procedures are used and in which order. included in the usage overview (activities Define Validation Rules for Usage 14 . You do this in the activity Define Estimation Sequences. made changes to meet your business requirements: Definition of how the system identifies which readings are valid for billing and are. RECOMMENDATION We recommend that you use Counters or Readings pages to enter readings.You can set up estimation procedures to estimate usage during period-end closing if no billingrelevant reading takes place within a certain period (see “Prerequisites” below). and. you have specified an estimation sequence in the Control Data assignment block. o • For each contract item. in the section o Usage-Based Service Contract Processing Usage Recording: . Prerequisites Usage Estimation • You have made the following settings in Customizing for Customer Relationship Management. which collects all the usage-related information required to bill the service contract. and readings are subsequently recorded for the same period on the Counters or Readings pages. rather than doing this in the usage overview. Usage values are shown in the usage overview. If you enter readings in the usage overview. therefore. under o Usage-Based Service Contract Processing Usage Recording . your entries in the usage overview are overwritten. you can enter readings directly in the usage overview. Usage Overview • You have checked the following Business Add-Ins in Customizing for Customer Relationship Management. A usage overview is available for each service contract item as a separate assignment block.

and ) o Business Add-Ins (BAdIs) BAdI: Define Item Processing in the Usage Overview Definition of checks that the system performs when a new reading is received or the system has to choose between multiple readings for the same settlement period (activity Business Add-Ins (BAdIs) BAdI: Check Usage of Readings in Usage Overview ) • For each contract item. the system reverses the merging of the periods. Features Merging of Usage Overview Entries If no billing-relevant readings are available for a particular settlement period and a billing-relevant reading is received for a subsequent settlement period. If you cancel the billing-relevant reading at the end of the last period. you have specified the validation rule for readings (if required). Usage Data (Not Yet Visible in Usage Overview) Settlement Start Date 2007–04– 01 2007–04– 01 2007–05– 01 2007–05– 01 2007–06– 01 2007–06– 01 Settlement Usage Reading End Date Function Value 2007–04– 30 1 None 2007–04– 30 2 None 2007–05– 31 1 None 2007–05– 31 2 None 2007–06– 30 1 1300 2007–06– 30 2 160 Settlement End Date 2007–06–30 2007–06–30 Last Reading Usage 320 None 50 None None None None None None None 880 Not yet calculated Last Reading 320 50 Usage Overview After Merging of Entries Settlement Start Date 2007–04–01 2007–04–01 Usage Reading Function Value 1 1300 2 160 15 . in the Control Data assignment block. the entries for the two periods are automatically merged in the usage overview.

16 . if no billing-relevant readings are available in the usage overview of a service contract at the end of the period: • Triggers usage estimation. or the usage or reduction of a supply.Period-End Closing Period-end closing is an action that does the following for an item.000 copies in one month). 300 miles per day or 10. NOTE • • You cannot omit individual periods from period-end closing. such as every 1. if estimation is permitted NOTE If no estimation takes place. you cannot release the item in the contract. a counter monitors the wear and tear on an object.000 hours in service or every 50. in the Dates assignment block. The service is carried out when the counter of the reference object displays a certain reading. Scheduling for Counter-Based Service Intervals When using counter-based service intervals. you have created counters and for each counter you have entered planned values as well as periods for the planned values (for example.000 copies. Period-end closing also has an influence on the reading reminder date. or bill the period. Prerequisites • In the system. • Changes the settlement period end date so that the action can be scheduled for the next period The actual period-end closing date and the date on which the system executes scheduled period-end closing are shown in the service contract. You must process periods in chronological order. The planned date of a service can be determined using the counter reading and a usage estimation that is established for the counter.

Process • You have assigned counters in Installed Base Management for the installed base component for which the service should be provided. you can enter counters manually or accept the proposals made by the system.For more information. EXAMPLE 17 . are displayed in a separate dialog box for selection. Proceed as follows: 1. In assignment block Counters and Readings. • In Customizing. see Counters. Choose the entry Service Contract in the view Assignment of Business Transaction Categories. NOTE • • The counter information is also automatically transferred to the service plan item when you choose a service from the product proposal. Select the Customizing Item view and choose Activate Counter. 3. the counter information is accepted immediately. although the counter reading has actually not yet been reached. without a dialog box appearing. Choose the item category intended for service plan items. To activate automatic counter acceptance. If only one counter is assigned to the reference object. If you use the latter option. Make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories . choose Proposal from Ref. you have defined whether counters and counter readings can be displayed and edited in service plan items. as well as the relevant counter information. Otherwise the system creates release objects (such as service orders) on the basis of the estimated annual performance. You enter the installed base component as a reference object in the object list when creating the service plan item. even if it has not changed. 2. the counters assigned to the reference objects. Objects. • You record the current counter reading regularly and enter it as a visible value.

If it is established that the water flows faster or slower than estimated. 5.For a certain pump. enter the new total counter reading in the system. Service Monitor The service monitor enables you to use a variety of specific criteria to search for the following service transactions: • • • Service orders Service confirmations Product service letters 18 . a maintenance activity must be carried out every 100 hours that the pump is in service. the release date is reached and the system creates a service order with the data from the service plan.000 liters of water have flowed through the pump. The system then calculates the release date on which the service order is created. the system calculates the planned date by which 50. Since the system has created the service order punctually. the service manager must adapt the planned dates accordingly. The service manager has defined the release date so that it falls before the planned date. but the counter reading of the pump shows only 50 hours in service because the pump is temporarily not in use. On this planned date. You then reschedule the service plan. It is established in a service plan for a pump that the gaskets should be checked after 50. leaving him enough time for resource planning. 2.500 liters of water have flowed through the pump. 3. The pump appears in the system as an installation component and has a counter that measures the flow of water in liters. the service representative can then check the pump precisely when 50. In order to prevent service orders being generated before they are needed. The release date is calculated again on the basis of the updated counter reading and is arranged for later in this case. When the service plan item is created.000 liters of water have flowed through the pump. The release date that was calculated during the scheduling of the service plan has almost been reached. 6. a service representative should check the gaskets. the service representative records the counter readings of the pump at regular intervals and enters them as visible values in the service plan. Example 1. 4.000 liters of water should have flowed through the pump. When 48. Over time.

Features You can use the following selection criteria: • Header area o o o o o o Transaction data Activity Status Organizational unit Reference object Code/catalog information Status Product Reference object Code/catalog information • Item area o o o o • Partner data Activities • You call up the service monitor by entering the transaction code CRM_SRV_REPORT. in order to search for all of this customer's open service orders. the service employee can carry out other services while on site. the service monitor enables you to search using item-level criteria in addition. To run a search you enter the required search criteria and choose Execute. however. EXAMPLE A service employee uses this function before carrying out work at a customer site.• • • Service order templates Complaints Warranty claims You can also search for transactions using the search pages for each type of transaction in the CRM WebClient UI. 19 . If other orders are open.

orders. Enter a description. this selection variant is called up automatically. Single-level lists contain any number of rows that have no hierarchical relationship to each other. the item rows are subordinate to the header rows. A uniform user interface and list format is available for all lists. Choose Goto Variants Save as Variant . 2. cost objects Budget reports . 20 ● ● ● ● ● ● ● SAP List Viewer is used in controlling for reports such as the following: Reports from cost centers and business processes Actual line item reports from cost centers and business processes Commitment line item reports Plan line item reports from cost centers. For each header row there can be any number of subordinate item rows. Enter the required search criteria. 4. Multilevel lists have header rows and item rows. When you call up the service monitor again. You can create your own display layout (for more information. the search criteria have not changed. You can view subtotals and totals rows in both single-level lists and multilevel sequential lists. see SAP List Viewer for SAP GUI (Classic)). In the Variant Name field. SAP List Viewer can be used to view both single-level lists and multilevel sequential lists. 3. enter U_<user name>. This prevents redundant functions. • • • SAP List Viewer for SAP GUI (Classic) Use SAP List Viewer unifies and simplifies the use of lists in SAP systems. If you want to use different criteria for a new search. You can edit a transaction from the hit list by double-clicking it. choose Reset Selection Fields. Multilevel sequential lists consist of any number of rows that have two hierarchical levels.• If you go back to the service monitor from the hit list. business processes. You can create a personal search variant by predefining those criteria that you frequently use for search purposes as follows: 1.

Navigation Navigating Within the List Detail Choosing Detail Sorting Sorting in Ascending/Descending Order ABC Analysis Selections Selecting and Deleting Rows Defining Exceptions Filters Setting and Deleting Filters Totaling Displaying and Deleting Sums Creating Subtotals Choosing Summation Levels Defining the Breakdown of Summation Levels Displaying the Status Displaying the List Status Columns Optimizing the Column Width Freezing and Unfreezing Columns Layouts Selecting Layouts Changing Layouts 21 ● ● ● .Cycle reports Order selection (CO-PC) Flexible itemization (CO-PC) Features Not all lists in SAP components use the full range of functions available in SAP List Viewer. Some lists in SAP system components offer special functions that extend beyond the normal range of SAP List Viewer. This documentation covers all the functions of SAP List Viewer. The description of the lists in the applications includes all the functions available in SAP List Viewer as well as the additional functions.

This allows you to maintain an overview when there are many transactions in one process. In usage-based service contract management. a single process can involve many different transactions. there are also other links between transactions that are not contingent on the change process. The transaction analyzer distinguishes among the following types of links: • Links using the change process 22 . After some time. For example.Saving Layouts Layout Management Basic List Displaying the Basic List Find Finding Terms Printing Printing Lists Sending Sending the List as a Document Export Exporting to Spreadsheets Text Processing Transferring a List to a Local File Transaction Analyzer The transaction analyzer displays transaction flows for processes. and link types increases the complexity. Many transactions may be active. increasing the transparency of the fundamental business process. they quickly become unmanageable. you can link a usage-based service contract with a single pool contract or an aggregate contract. The increasing number of change processes. which means that it is not sufficient to be familiar with the last transaction of the transaction flow. Most change processes result in a new quotation and a new contract (change process with follow-up transaction). It displays a chain of linked transactions hierarchically. The transaction analyzer is used especially for follow-up transactions and change processes within the context of usage-based service contract management. When a business process is based on multiple change processes and the number of transactions increases significantly. transactions.

or a service confirmation can be created as a follow-up transaction for a service order. these can be generated by change processes in the same transaction (change process in same transaction). and which data it uploads. You use the analysis view to define which transactions the transaction analyzer displays. if you notice that there is one section of the 23 . The linked transactions are chronologically dependent on one another. Transactions Basic Settings Define Analysis Views . a service order can be created as a follow-up transaction for a service contract. the links are based on a business process. • Links using the follow-up transaction This kind of link is always created when a transaction is generated as a follow-up transaction of another transaction. This new item is linked with the preceding item. You can also define another transaction as the starting transaction without having to restart the transaction analyzer. You can recognize this change process in the transaction analyzer by looking at the items of a transaction. The reason for the links are changed contract elements. • Links using Subsequent Assignment (binary relations) This type of linking is not contingent on change processes. for example. You must choose a view when you start the transaction analyzer. without having to restart or reselect the data. This way. there are links between items at item level. You create the analysis views in Customizing for the transaction analyzer. Prerequisites You have made the settings for the transaction analyzer in Customizing for Customer Relationship Management by choosing Features You call up the transaction analyzer by choosing Service Operations Transaction Analyzer . You can change the analysis view at any time. These types of links may originate from customer requests. These processes create a new item rather than a new transaction. When a large number of transactions are displayed. The transaction analyzer works with analysis views.Here. • In addition. For example.

in other words. or use the other selection criteria to display a list of transactions that meet the selection criteria.hierarchy that you are particularly interested in. Once you have started the transaction analyzer. the hierarchy area and the details area. choose Transaction Flow. and then select the desired transaction. Output Hierarchy Area and Details Area The transaction analyzer displays the transaction flow as a hierarchy. choose from the item overview back to the hierarchy overview. 24 . Selection You must choose a starting transaction when you start the transaction analyzer. The transaction analyzer illustrates the links between the transactions in the hierarchy area. The types of links are indicated by different symbols. you can define the topmost transaction in that section as the starting transaction. • • • • Expand and collapse nodes in the hierarchy area Create a follow-up transaction Execute a change process Edit data in transactions that are displayed in the hierarchy More Item List . The layout in the transaction analyzer is made up of two areas. there are various functions available for changing the output: • • • Choose one of the linked transactions as the new starting transaction Choose a new analysis view Display item view for a selected item The item must be an item in the transaction flow. the item may not be linked using subsequent assignment. You can either enter the transaction number directly. The hierarchy area is made up of a hierarchy tree which shows the transaction dependencies and a column area that displays additional information about the items. To switch To switch from the hierarchy overview to the item overview.

The transaction view is the view that is first opened when the transaction analyzer is started. Prerequisites • You have made the settings for the changes processes in Customizing for Customer Relationship Management (CRM) under Usage-Based Service Contract Processing Process Control . This does not work for all change processes. Features Time-Driven Execution of Change Processes The effectiveness of change processes is time-dependent. You can use process Cancel Last Change Process to undo all changes that the last change process made. however. which you have marked in the transaction view.) Each change process has different effects in the further processing of the contract. This view examines the transactions for dependencies and displays them in a chain (transaction flow). • You have to have at least one active contract in order to execute the change processes. both in contract management and in accounting. For more information. Two transactions are dependent on one another if at least one item of a transaction is linked to at least one item of another transaction. Select an item and choose Item Flow. change process Base Lease Extension is only valid at the end of a contract. Change Processes You use this function to make changes to existing single contracts or pool contracts. the transaction analyzer generally differentiates between a transaction view and an item view. the item view examines the dependencies for only one item at a time. The settings you define here control all the change processes. see Cancel Last Change Process. In contrast.Transaction View and Item View Logically. Both the transaction view and the item view have a hierarchy area and a details area. 25 . For example. It is the main view. (Both single contracts and pool contracts are referred to as "contracts" below for simplicity. The starting point of an analysis is always a transaction.

More Change Processes . After you select an item. However.Change Processes at Header/Item Level Change processes can take place: • • At header level (the changes apply to the entire contract) At item level (the changes only apply to individual contract items) Activities • Execute change processes from a contract 1. 3. assignment block Change Process Parameters appears. Open an active contract and choose 2. Choose Execute Change Process. Select a change process. Choose Change Processes and select a change process. • Execute change processes from an item Open your contract and go to the edit mode of an item. it is valid only for the following change processes: • • • • • • Change of Sold-to Party (CSLT) Base Lease Extension (BLEX) Change of Partners (CHBP) Change of Location (CLOC) Change of Product (CPRD) Purchase (PRCH) 26 . Cancel Last Change Process You can use this function to cancel changes that were made by the last change process that was executed. For change processes at header level. in which you can now make your changes. If it is a change process for an item. the assignment block Change Process Parameters appears and you can make your changes. the possible items for the change process you selected are displayed in the assignment block Applicable Items.

Activities Start the change process Cancel Last Change Process from the service contract. You must manually undo any readings that you created manually and entered in the usage overview. and then cancel the change process. This change process is defined in Customizing under the technical name CCHG.• • Restructuring (RSTR) Contract Termination (TERM) The change process takes place at item level. Items that the change process has created (in the contract. The system performs the following actions for the preceding item: • • • • • • Resets the contract end date to the original date Generates the billing request items up to the contract end date Cancels status Terminated by Change Process (I3012) Resets the pool linkages to their original state Restores the usage volume and credit overview single pool contract (CRM-BTX-CTR) • • • Contracts (CRM-BTX-CTR) A type of pool contract that recalculates the consumption value based on the single contracts assigned to it. Prerequisites The final billing for the preceding item has not taken place yet. If readings exist for an item you want to cancel. If the final billing has been performed. aggregate contract (CRM-BTX-CTR) 27 . for example) are set to status Canceled. you have to cancel the billing first. you have to cancel the readings before you cancel the change process.

• • • • • • • • • • • • Prerequisites You are using mySAP Financials. The posting of actual costs to the account assignment object in the SAP ERP system is triggered using the service confirmations assigned to a transaction. For aggregate contracts. You are using Inventory Management and Physical Inventory (MM-IM). You are using the Cross-Application Time Sheet (CATS). You have performed the following activities in Customizing under Settings for Service Processing: Time Sheet Integration → Define Derivation of Attendance Type. choose Personnel → Personnel Time Management → Time Sheet → Transfer → Accounting. Activity Type and Cost Element • Activities are automatically transferred to a time sheet. with a posting in FI and to the account assignment object. and to calculate work in process (WIP) for long-term processes. The sender cost center is determined using the personnel number of the service employee making the confirmation. • • • Controlling Integration Use You can use the integration of business processes in Service with Controlling in mySAP Financials to analyze costs and revenues for example. Activities Service parts automatically generate goods issues in MM. The data entered must be transferred to CO from the time sheet. Single contracts that are linked to an aggregate contract do not bill any usage. Service parts • • 28 ● • ● • ● ● ● Controlling Integration → Establish Controlling Type. The activity type is determined from Customizing. Expense items .• • • Contracts (CRM-BTX-CTR) A type of pool contract in which the system bills usages from all linked single contracts. by product group or service organization. You are using Billing. and Scenarios You can reach the activities in CRM Customizing by following the path Transactions → Settings for Service Processes → Integration → Set Up Time Sheet and Controlling Integration. Features The data that is relevant for controlling is transferred from SAP Customer Relationship Management (SAP CRM) into a SAP Enterprise Resource Planning (SAP ERP) system. To make this transfer. Level. the system calculates the contracted quantity consumed and the actual quantity consumed for all single contracts together. Then activity allocation from the service employee’s cost center to the account assignment object takes place in CO.

instead the sales order is created for the service item in SAP ERP sales and distribution (SD). the costs are posted in FI and to the account assignment object. and to calculate WIP. Integration is also available for item categories to which you have assigned the following item object categories in Customizing by choosing Transactions → Basic Settings → Define Item Categories: Service contract item (BUS2000137) Service product item (BUS2000140) Service product confirmation item (BUS2000143) Service expense confirmation item (BUS2000158) Service part item (BUS2000146) Service tool item CRM (BUS2000153) 29 ● • ● • ● • ● • ● • ● • ● • ● ● ● ● ● ● ● • CRM billing is used to post revenues to FI and to the account assignment object. During the goods issue for delivery in MM. and the account assignment object is debited for that amount. Controlling for Account Assignment Objects Enables you to analyze individual transactions in detail using work breakdown structure (WBS) elements. you cannot calculate WIP.• Expense items are automatically posted to the ERP system as transfers: The cost center of the service employee making the confirmation is credited in the amount of the expenses entered. internal orders. The transfer posting cost element is determined from Customizing. you can immediately analyze the values (without period close) in Profitability Analysis (CO-PA). However. Tools Tool items are automatically posted in the ERP system as internal activity allocations. You can choose one of the following controlling types in Customizing for each transaction type and service organization: Mass-Object Controlling Unlike single-object controlling. • • • • • • • • • • • • • • • • Enables you to analyze individual transactions in detail using internal orders. The cost center and activity type are assigned in the ERP system in Customizing under Integration with Other SAP Components → Customer Relationship Management → Settings for Service Processing → Controlling Integration → Assign Cost Center and Activity Type to Tool. Single-Object Controlling Integration is available for the following business transaction categories: Service contract (BUS2000112) Service order (BUS2000116) Service confirmation (BUS2000117) Billing request (BUS20000240) . Then activity allocations from the cost center to the account assignment object take place in CO. Sales items are not confirmed. and to calculate WIP. or sales order items in ERP systems.

you have to select the Service setting in the Assign BW/CO field: Sales item (BUS2000131) Customer complaints item (BUS2000160) Customer returns item (BUS2000161) Customer credit memo request item (BUS2000162) Customer debit memo request item (BUS2000167) Customer billing request item (BUS2000163) Customer substitute delivery item (BUS2000165) . 30 ● • ● • ● • ● • ● • ● • ● • ● • ● • ● • ● • ● • Service tool confirmation item CRM (BUS2000154) Service expense item (BUS2000159) Service part confirmation item (BUS2000142) Device allocation item (BUS2000186) Product scrapping item (BUS2000185) If you want to use controlling integration for item categories to which you have assigned one of the following item object types. Features A profitability segment is created for each business transaction item automatically. CRM Billing. Revenues are calculated with profitability segment. • You can view and evaluate the data by product category or service/sales organization. for example. With service activities. transmitted to SAP R/3. the costs are posted to the profitability segment when the confirmation is entered. profitability segment. and posted directly to the The profitability segments are part of Profitability Analysis. You can Integration With sales transactions. the costs are posted when the goods issues for delivery are entered in the SAP R/3 Materials Management component (MM-IM).• Mass-Object Controlling Use You can assign the costs and revenues from a business transaction to a analyze the data immediately in Profitability Analysis (CO-PA).

To do this. you add that characteristic to the operating concern. 31 .The following additional characteristics are available in Profitability Analysis: • • • • • • • Business transaction Business transaction type Product category ID Service organization Responsible organizational unit (service) Group of the service employee Customer hierarchy You can use customer enhancements to transfer additional characteristics for evaluation from CRM to CO-PA. The costs or revenues for each posting are then stored in CO-PA with reference to that characteristic. Example You want to analyze your costs and revenues by service organization. Activities Add the additional CRM characteristics from the origin tables PACRMSRV (CRM Service) and PACRMSLS (CRM Sales) to the operating concern.

Use 32 . and Controlling Scenarios. However. you can also enter other characteristics in the profitability segment. In addition to the marketing element characteristic. In this way. then you account assign the costs directly to a profitability segment in Profitability Analysis (CO-PA).Account Assignment to Profitability Analysis If there is no need to accrue revenues on a time basis for your marketing campaigns. More Information For more information. The system transfers the data from Profitability Analysis to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) . When you account assign costs and revenues to Profitability Analysis. which refers to a work breakdown structure (WBS) element. the characteristic supplied by Profitability Analysis is the marketing element characteristic. product or region. the value for the marketing element characteristic is automatically entered in the profitability segment. Controlling Level. the revenues achieved by a campaign are displayed in Profitability Analysis. Features • When account assigning the actual costs directly to Profitability Analysis. you enter a marketing project in the profitability segment. such as channel. the documentation also applies when the controlling level is item. • • • When transferring a sales order that you created in SAP CRM to SAP ECC. see the SAP ERP documentation on SAP Library by choosing SAP ERP Central Component Cross-Application Components Financials Controlling (CO) Profitability Analysis (COPA) Single-Object Controlling The following documentation is based on the assumption that you have selected transaction as the controlling level in Customizing under Establish Controlling Type. This was done in order to simplify the documentation and because SAP recommends that you use the controlling level transaction. you enter the line items per marketing project. In the standard system.

an internal order with the order type SAPS is generated automatically. (For more information. a standard cost estimate is generated automatically. with single-object controlling you can analyze the data of each individual transaction and its follow-up documents. In contrast to mass-object controlling. see the Implementation Guide under General Settings → Settings for Profit Center Accounting → Define Substitution Rules for CRM Processes. or in the case of sales items when the goods issue is entered for the delivery. Actual costs are posted to the internal order in SAP R/3 when the confirmations assigned to a transaction are entered. You can valuate the activities at actual prices. • The following parameters are taken from the controlling scenario and transferred into the order master data: • • • • • • Costing sheet Overhead key Results analysis key Settlement profile Object class Functional area The settlement rule is generated automatically when you release the transaction. Features When you create a transaction in SAP CRM. You have selected the controlling type Single-Object Controlling in Customizing under Establish Controlling Type. You can calculate work in process (WIP) and pass it on to financial accounting. Prerequisites You are using Cost Center Accounting (CO-OM-CCA). If you have specified a costing variant in Customizing.You can use this function to report and analyze the planned and actual costs and revenues of business transactions in CRM Service. Controlling Level. All period-end closing functions are available for the internal order: • • • • You can assign overhead costs to the internal orders by defining overhead rates or process costs. see Settlement in Single-Object Controlling. You can settle the internal order to the following receivers: Profitability segment 33 . and Controlling Scenarios and have carried out the activities under Settings for Single-Object Controlling. The profit center is selected based on the following sequence: • • In a customer enhancement that includes CRM characteristics Through profit center substitution. For more information.) The dummy profit center is used. Revenues are posted to the internal order through CRM Billing.

Standard Cost Estimates for Single-Object Controlling Use In single-object controlling. The planned costs are calculated in SAP R/3 using the transferred quantity structure. Planned costs and revenues can only be calculated for service orders. In addition. a cost estimate that calculates the planned costs and revenues can be generated for each service order automatically. Integration The only conditions in the service order that are used to calculate planned revenues are those that transfer actual revenues to SAP R/3 FI with CRM Billing.WBS element Sales order item Another internal order Other settlement receivers (through a customer enhancement) You can take accounting indicators into account when you settle. the cost center is specified in CRM during planning and transmitted to SAP R/3. To run the period-end close. Overhead rates can be calculated based on the plan data. For service products. choose Accounting → Controlling → Product Cost Controlling → Cost Object Controlling → CRM Service Processes → Period-End Closing. choose Accounting → Controlling → Product Cost Controlling → Cost Object Controlling → CRM Service Processes → Service Process Report. Activities To access the cockpit. 34 . The Cockpit for Controlling Integration and the service process report are available for analysis purposes. choose Accounting → Controlling → Product Cost Controlling → Cost Object Controlling → CRM Service Processes → Cockpit for Controlling Integration (CRM Service). To access a report with CRM characteristics. the revenues are transferred to the items of the service order.

and then restart costing. If you are using results analysis. costs and revenues from the internal orders are posted to other account assignment objects (such as profitability segments) and the internal orders are credited. the planned data in SAP R/3 is updated automatically. For more information. The item category of the items in CRM must be relevant to the expense account. the planned costs and planned revenues for the internal orders are determined automatically and assigned to the internal orders. correct the error. The cost estimate then includes all items that also have the status Released. The condition has a condition key that is not statistical and consists of a currency amount. The strategy sequences are defined in Customizing and assigned to the controlling scenarios. If a change is made in the service order that is relevant to costing. Features The service order is costed if the status Released is saved at the header level. A costing variant must be defined in Customizing in the controlling scenario. You can analyze the planned data in detail using reports. The strategies have the following effects: 35 . The distribution rules are based on strategies defined by SAP. To access the Cockpit. see the Implementation Guide (IMG) under Settings for Single-Object Controlling → Strategy Sequences for Automatic Generation of Settlement Rules. Planned revenues are only transferred for conditions that fulfill the following prerequisites: • • The condition belongs to an item whose item category is relevant to billing or confirmation. choose Accounting → Controlling → Product Cost Controlling → Cost Object Controlling → CRM Service Processes → Cockpit for Controlling Integration (CRM Service).Prerequisites You are using Product Cost Planning in SAP R/3 (CO-PC-PCP). If an error occurs during costing. the error message is not sent to CRM but you can analyze the error in SAP R/3 in the Cockpit for Controlling Integration. The settlement rule is generated automatically. Settlement in Single-Object Controlling In the period-end close. In R/3. You can control which account assignment objects are used in settlement. you can settle the work in process and reserves to Financial Accounting. this information is stored in distribution rules in the settlement rule. In SAP R/3.

one of the following strategies must exist in the assigned strategy sequence: 1. see Accounting Indicators in Single-Object Controlling. if the account assignment object does not exist. an error message is issued. Example For an example with accounting indicators.• Strategy 02: The costs and revenues are settled to a profitability segment. If an error occurs when you try to create the settlement rule. If you are using accounting indicators and want to have a different settlement receiver for each accounting indicator: 3. If you want to define the settlement receiver in the transaction by entering an account assignment there. 2. If the account assignment or accounting indicator fields are not available when you enter the transaction. the internal order is created without a settlement rule. No error message is issued. the costs and revenues are settled to the transferred account assignment object. However. If the account assignment object specified in the transaction does not exist in SAP R/3. 36 . a rule for distribution to a profitability segment is generated. a rule for distribution to a profitability segment is generated. 30 and 35: The costs and revenues are settled to the transferred account assignment object and also to the receivers specified in the controlling scenario. 31 and 35: The costs and revenues are settled in the same way as with strategy sequence 30 and 35. an error message is issued. refer to the IMG under Settings for Use of Accounting Indicators → Create and Maintain Source Structures. • Strategy 35: The costs and revenues are settled to the receivers specified in the controlling scenario. • Strategy 31: As with strategy 30. However. choose Accounting → Controlling → Product Cost Controlling → Cost Object Controlling → CRM Service Processes → Cockpit for Controlling Integration (CRM Service). You must have added the additional characteristics to your operating concern and activated them. In this case. the error message is not sent to CRM but you can analyze it in R/3 in the Cockpit for Controlling Integration and create the missing settlement rule. whereby each strategy must have priority 1: 02 and 35: The costs and revenues are settled to a profitability segment and also to the receivers specified in the controlling scenario. The profitability segment is selected based on the R/3 standard characteristics and additional CRM characteristics. To access the Cockpit. you cannot settle to a transferred account assignment object or settle separately based on the accounting indicator. For more information. We recommend the following strategy sequences. If the account assignment object specified in the transaction does not exist in SAP R/3. if the account assignment object does not exist. Changing the account assignment in the transaction results in the settlement rule of the internal order being created again or changed. No error message is issued. • Strategy 30: The costs and revenues are settled to the transferred account assignment object.

The accounting indicator is inherited by the follow-up documents as a default value. the following prerequisites must be met: • • • In the source structure of the settlement profile. You can assign costs with accounting indicators to a separate value field in CO-PA. For more information. Settlement receivers must be assigned in the controlling scenario for these source assignments. this function is not available. The accounting indicator that is relevant for posting the costs is the accounting indicator transferred from the service confirmation to R/3. all cost element/accounting indicator combinations must be defined. This enables you to collect and analyze costs separately by accounting indicator. If the Accounting Indicator field is not visible when you enter the transaction. The strategy sequence for the controlling scenario must include strategy 35. it is inherited by all items. You can then decide whether to include the costs of that line ID when capitalizing the work in process. If you enter the accounting indicator at the header level. You cannot enter accounting indicators for sales items. In results analysis. see the Implementation Guide (IMG) under Settings for Use of Accounting Indicators → Create and Maintain Source Structures. You can settle costs with accounting indicators to a settlement receiver defined through the source assignment. • • • Prerequisites You have carried out the customizing activities under Settings for Use of Accounting Indicators. 37 . you can assign the costs with accounting indicators to a separate line ID. The accounting indicator gives you the following options: • You can increase the level of detail of the costs on internal orders from Cost Element to Cost Element/Accounting Indicator. Features You can enter the accounting indicator at the header or item level. If you want to settle costs with accounting indicators to different receivers. and can be changed in the documents.Accounting Indicators in Single-Object Controlling Use You can enter accounting indicators for business transactions in CRM Service.

you specify the accounting indicator Goodwill: Confirmation for repair of a photocopier: Item 1: 3 hours (accounting indicator: Goodwill) Item 2: 3 hours (no accounting indicator) When the internal order on which the costs of the confirmation were posted is settled. the confirmed goodwill costs are settled to the Internal order for goodwill costs. which defines the receiver and the apportionment of the costs. • Error correction Editing the master data and the settlement rule of the internal orders Analysis of costs and revenues in reports Features The Cockpit is divided into the following areas: 38 . When you confirm goodwill costs. In the controlling scenario. These distribution rules are generated regardless of whether they are actually needed later. Cockpit for Controlling Integration Use The cockpit provides a central point of entry for all cost controlling tasks: 1. You create the Internal order for goodwill costs and the accounting indicator Goodwill. Example Suppose you want to collect all goodwill costs on an internal order. In the source structure.When the settlement rule is generated for the internal order automatically. you assign the settlement receiver Internal order for goodwill costs to this source assignment. you assign the accounting indicator Goodwill to an assignment. • 2. an additional distribution rule is created for each assignment in the controlling scenario. • 3.

and display reports. When you exit the cockpit. 5. This tab displays all messages on the internal orders in the worklist. you must first select the internal orders. A number of different search functions are available: 4. • If you often search using the same selection criteria. the last worklist displayed is saved automatically and will appear the next time you start the cockpit. you can save the criteria in a selection variant.Find by Area To edit internal orders. correct errors in them. plus the characteristics of the object and other information. The search results are displayed in the worklist: Worklist Area The worklist displays the number of the internal order and of the underlying object. The Cockpit provides a number of search helps for this purpose. You can define you own custom layouts to control which information is displayed. Messages Tab The Cockpit collects the messages issued in SAP R/3 in the Controlling processes in a separate log. which give you all characteristics of the underlying object as selection options. You have the following options: 39 . • You can search for individual internal orders based on selection criteria.

• 11. If new errors occur. Choose Create. Click on one of the selection variant search helps in the Find area. It is possible to edit multiple internal orders by selecting more than one order in the worklist. Activities Searching for Internal Orders with a Selection Variant . 40 . • Order: Actual/Plan/Variance Order: Breakdown by Partner Order: Result Analysis/Category You can also add additional reports to the list and run them. you can set a check indicator showing that you are finished with the message. 2. Choose an existing selection variant or create a new one. Attributes. • Restart faulty subprocesses (applications) When the errors are corrected.6. Choose c. Once you have finished processing a message. Reports Tab The following reports are available: 9. • Display long text of messages Change internal orders and cost estimates. Object Editing Tab Here you can change the master data and settlement rules of the internal orders in a separate R/3 session. The screen ABAP: Variants . for example 8. such as Selection Variant Messages.Initial Screen appears. Enter the selection criteria. • 10. b. with quick info text Create For more information on creating selection variants. If you want to create a new selection variant. the old messages are replaced by new ones. the error messages disappear from the message list. A dialog box appears. • 7. refer to Getting Started → Reports → Report Variants → Creating Report Variants.. carry out the following steps: a.. Messages for which the check indicator is set can be deleted from the log. Enter a name for the selection variant and choose Selection Variant. 1.

d. 4. Select Report Writer. Restart Faulty Subprocesses On the Messages tab. 5. 6. The check indicator indicator.. A new R/3 session comes up. 41 . The error messages are displayed on the Messages tab. If you want to access reports other than the standard reports. You can use functions on this tab such as the following: Access the Master Data of an Internal Order Click on the order number. Save your entries. Choose with quick info text Insert Row. Select a report type for internal orders using the input help. If you want to specify selection criteria (such as the fiscal year) to be filled automatically when the reports are called. Example The error list contains a message on the cost estimate that G/L account 800000 does not exist as a cost element. 1. click on it again. Save your variant and return to the dialog box. choose Extras → User Settings . is set. 3. Choose with quick info text Continue. The selected internal orders are displayed in the worklist. carry out the following steps: . To delete the 2. 3. Choose Other Report Type. the reports are displayed with plan/actual version 0. Reports Tab Unless you enter a Version Plnnd/Accrued.Reports. click on the Set Check Indicator Click on the symbol in the Message Checked column.. The Assign Reports dialog box appears. Choose Extras → Assign Reports. symbol in the Check Automatically column.

You can use additional account assignment objects through customer enhancements. Controlling for Account Assignment Objects Use This function provides controlling functionality for internal orders. Correct the error by creating the cost element.. 1. this function is not available. When you enter the account assignment. Costs and revenues are posted directly on these objects. All follow-up documents receive the account assignment of the preceding document. no check is made to determine whether the account assignment object exists and can be posted to. You cannot use this controlling type for service contracts. The system re-costs the internal orders with the faulty cost estimates. The account assignment objects must exist in SAP R/3 before you can transfer costs and revenues from SAP CRM. If the Account Assignment field is not visible when you enter the transaction. and Controlling Scenarios. 3. Controlling Level. Click on the symbol in the Check Automatically column. these internal orders disappear from the message list. Select the error message.. WBS elements. and sales orders that already exist in SAP R/3. No new account assignment objects are created. Features You can enter the account assignment at the header or item level of the transaction.. If there were no other error messages on these internal orders. 2. If you enter the account assignment at the header level. Prerequisites You have selected the controlling type Controlling for Account Assignment Object in Customizing under Establish Controlling Type. or if additional errors occurred. it is inherited by all items. This account assignment cannot be changed. 42 .

you cannot define the distribution in advance. The price determination is based on product prices. Amount Allocation with SAP ECC Integration Amount allocation is available in the CRM Web Client UI. and therefore which functions are available. the account assignment information is transferred into SAP R/3. You can assign internal and external recipients when you create the service order or service confirmation. and so on.When the service order is released. or when the service confirmation is entered. You can use amount allocation to allocate items to multiple external and internal recipients. Example Suppose you want to assign the costs and revenues of a service order created for a project to an existing WBS element. How this information is evaluated. and they may stem from service orders or service confirmations. additional conditions. depends on the account assignment object. If you enter accounting indicators in the transaction. For each service order item or service confirmation item. they are transferred into R/3 as well. Limitation: In an in-house repair order. To do this. you enter the WBS element as the account assignment in the service order. These items may be either billable or non-billable because of warranty claims. You have the following options for distribution: • You can use billing requests to distribute revenues (billable items) in service orders or service confirmations among multiple bill-to parties on header or item level as follows: o Splitting the total billing amount among multiple bill-to parties 43 . the system copies the bill-to parties and the billing amounts from the preceding transaction. If so. the accounting indicator (such as warranty or goodwill). When you create an amount allocation transaction (billing request) as a follow-up transaction for a service order or service confirmation. the system determines whether it is relevant for billing. the system determines the price for that item. You can change or edit this information in the amount allocation transaction.

Prerequisites Before you can use amount allocation. You can modify these rules for individual items. Alternatively. you must complete settings in Customizing for Creation of Splitting Rules and Repostings. into the distribution rules. adapt the steps accordingly. you bill a customer for 100% of the materials. an absolute value. In SAP Customer Relationship Management (SAP CRM). or a quantity. During billing in SAP ERP Central Component (SAP ECC). you can specify an account assignment object for each distribution rule. You can assign products to a distribution group. the costs and revenues of the service order is posted to the account assignment object that you specified. if necessary. which the system uses to calculate revenues and costs internally. 44 . The system calculates the costs according to the same distribution rules and based on the same profitability segment as the revenues. such as those related to warranties) in service orders or service confirmations among multiple internal cost objects on header or item level. If you perform distribution during service confirmation or in the billing request. For example. o • Splitting the total billing amount among bill-to parties based on product groups You can distribute costs (non-billable items. which allows you to define a distribution rule at header level for all items in the distribution group. but only 50% of the services. you can enter cost objects.You can define the billing amount either as a percentage of the invoice value. Process The following description illustrates a simplified view of a process flow that includes distribution at the earliest possible point in the service order.

In assignment block Amount Allocation. 2. You create a service order or change an existing service order. You can change the settlement rule until you release the service order. The system creates an internal order with a settlement rule in SAP ECC. Save the service order.1. not when you change an existing order. 3. 45 . You release the service order. NOTE This occurs only when you save a new order. you allocate costs and the billing document value to several cost objects or bill-to parties and payers. 4.

the system posts the actual costs to SAP ECC. and expenditures. You close the individual billing request items by setting the status to Released. non-billable. 10. set the status of the service confirmation to Completed. you can control pricing for products covered. you create a billing request for the service order or service confirmation.5. you create a service confirmation as a follow-up transaction. and partially billable products for pricing and controlling purposes. 6. those provided under warranty or in goodwill. From the service order. • Differentiation of actual costs in controlling 46 . From the billing due list. 9. You can do so on the Billing Requests page. as a follow-up transaction. After you have entered the actual time. where the actual revenue is posted. you can change the allocation in the service confirmation. When you save the billing document. The system takes care of the amount allocation from the service order or the service confirmation. When you save the service confirmation. you create a billing document. material consumption. for example. You process the billing request by subsequently defining how the various amounts detailed in the invoice are to be distributed among the various bill-to parties and payers. 8. based on absolute or percentage discounts and surcharges. Accounting Indicator A criterion according to which you can differentiate between billable. • Differentiation of products for pricing You can use accounting indicators to determine different prices for products. Non-billable and partially billable services and service parts are. Depending on which billing scenario you are using (order-related or cost-related billing). the system transfers it to the accounting component in SAP ECC. 7. The system takes care of the amount allocation. If necessary. By specifying an accounting indicator in the pricing conditions for a warranty (in product maintenance).

If you have integrated SAP ERP. services performed in goodwill have a 50% discount. you can use accounting indicators to differentiate actual costs and expenses when they are posted to an internal order in controlling. warranty costs are settled to a specific cost center) Integration You can specify an accounting indicator in service orders and confirmations as follows: • • • On item level (for a product). you define prices for your different accounting indicators. You define a base price of EUR 100 in a pricing condition for the service product “Heating System Inspection” and use percentage discounts to define prices for the service in case of warranty and goodwill. 47 . For more information. to control pricing for all items in the transaction In amount allocation for an item prior to billing (influences pricing only) Accounting indicators that you enter in a service order are automatically copied to a confirmation that you create as a follow-up transaction. or service confirmation if you are using the controlling type single-object controlling and one of the following cases applies: o The related internal order is settled to a profitability segment In this case the profitability analysis component must be active in SAP ERP. o The related internal order settles its costs to different receivers (for example. The accounting indicator is an additional distinguishing criterion to the cost element. to control pricing and differentiation of costs in controlling On header level. see Accounting Indicators in Single-Object Controlling. In the condition records for warranty and goodwill. NOTE It only makes sense to assign an accounting indicator to a service order. Example Services performed under warranty are free of charge. The accounting indicator influences the determination of value fields for the profitability segment in the profitability analysis.

Integration • The amount allocation with cost distribution function enables you to use all the controlling options in SAP ERP Central Component (SAP ECC). Activity All Settings for Amount Allocation summarizes the required activities. or billing request. • Prerequisites • You have made the settings for amount allocation in Customizing for Customer Relationship Management by choosing Amount Allocation NOTE Transactions Settings for Service Transactions Settings for . provided that the Customizing settings have been made correctly. 48 . In addition. according to which the costs and revenues from the items in the document are distributed to various cost recipients such as payers or bill-to parties. • You have assigned all products to a grouping. you have: o o o o Created an attribute whose single values correspond to the split groups Assigned this attribute to a set type for grouping the value distribution Created a category for the value distribution and assigned this set type to it Assigned the products to this category Transactions Settings for Service Transactions Settings for . service confirmation. • You have made the grouping for amount allocation in Customizing for Customer Relationship Management by choosing Amount Allocation Define Grouping for Amount Allocation • You have completed the Customizing activities for the billing plan. You can enter the splitting rules for cost distribution at header or item level. The system automatically makes a transfer posting for the costs and revenues from the internal order to the specified recipients.Creation of Splitting Rules You can define rules in the service order.

Select billing relevance D. deselect the billing relevance indicator.In the business partner master (sales area data). by choosing Settings Define Item Categories . If you use the standard Customizing settings provided by SAP. o Movement type AVPK (amount allocation costs) This plan line is not indicated as the standard line. You must not set any of the following as billing relevant: item categories of the service order. • In Customizing for Customer Relationship Management. generate revenues. which are used when billing plan items are created and which do. you must check the Customizing settings for item categories in Customizing for Customer Relationship Management. Controlling Level. and Controlling Scenarios . you also have to check the billing relevance of the appropriate item categories and change them. in fact. you have set the scenario amount allocation in Customizing for SAP ECC by choosing SAP Customizing Implementation Guide Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type. 49 . Transactions Basic Pay particular attention to the billing relevance. you have assigned the relevant customer billing plan procedure. • In the item categories for the billing plan items. you have chosen Settings Billing Plan Define Billing Plan Types billing plan type 90 Amount Allocation: o Transactions Basic . which only distribute costs (and do not generate revenues). and defined the following two plan lines for Movement type AVPV (amount allocation) This plan line is indicated as the standard line. • For the transaction type you are using. are permitted to be billing relevant. if necessary. or the main items of the billing request. • Only the item categories of the billing request (AVF1). item categories of the service confirmation. Transaction-related billing after completion. Specifics for Setting Up Item Categories for Amount Allocation When you use the amount allocation function.

if necessary. SAP provides the following standard object types for account assignment: • • • • ERP internal order ERP sales order/item ERP WBS element ERP profitability segment CO-PA 50 . you assign products to an appropriate split group in the product master. The transfer list is created when the CRM service confirmations and billing requests are transferred. You must have entered this condition in the item category of the billing plan item (AVF1) under Sales. You use the object type to specify the account assignment object to which the actual costs from the service confirmation and the revenues from billing are posted. When you set the items to Completed in the billing request. Features Split Group To avoid having to specify the splitting rule for each individual item. condition 1309 is used. The costs and revenues are collated initially in SAP ECC in the internal order created for the service order and are managed in a separate transfer list for the transfer posting. All the products belonging to this split group that you use as items in the document are always handled in accordance with the appropriate splitting rule. You then use the splitting rule for this split group. You can modify these rules for individual items. the billing due list will contain unwanted entries.If you do not check the Customizing settings for the billing-relevance and several item categories are set as billing-relevant. Object Type for Account Assignment The splitting rules enable you to control in SAP CRM how costs and revenues are to be distributed in SAP ECC. the account assignment recipients become valid and are transferred to SAP ECC. If you want to specify distribution values in the billing request in absolute amounts and not as a percentage. where they are posted with the costs and revenues from the internal order by means of the transfer posting function.

• ERP cost center CAUTION Note that you can only post costs and not revenues to a cost center. these could be functions that allow you to determine account assignments in SAP ECC or connect other controlling systems. the Account Assignment field does not contain a specific profitability segment value. Partners for the Splitting Rule You can specify up to two partners for every splitting rule. You choose the partner roles Payer and Bill-to Party. where the account assignment object is determined for this item automatically and copied to the account assignment. This item is also transferred to SAP ECC. • External account assignment This object type allows you to use enhancements in the account assignment environment. If you choose the profitability segment object type in the account assignment.When accounts are being assigned to a profitability segment. If you do not specify a partner in the splitting rule. 51 . If the Account Assignment field contains a value and the Object Type field contains a profitability segment. an error message appears. • CRM order This object type allows you to enter any CRM transaction item. The profitability segment is determined in the profitability analysis in SAP ECC and determined and posted when the costs are transfer posted. the system reads the relevant partners for the partner roles from the transaction data and copies them later to the billing plan items. You define the partner roles in Customizing. the new partners are used to create a new profitability segment. For example.

Integration In Customizing for SAP ECC. and Controlling Scenarios • and setting the Amount Allocation indicator. The rules for a split group are now applied by default to all items whose products are assigned to this split group. go to the amount allocation data in the item details and remove the link to the header billing plan. then make the necessary changes. The total of all cost percentages for a split group must add up to 100%.Activities • In the transaction data. • If you want to overwrite the rules from the header data for individual items. choose the Amount Allocation assignment block and create a row for each distribution and enter the required data. When the internal order is settled. Repostings Costs and revenues that you have distributed to several cost objects or bill-to parties and payers. NOTE The value from the Invoice Percentage field is automatically copied to the Cost Percentage field if the latter is blank or contains 0. the costs and revenues are reposted to various recipients in accordance with the distribution in SAP CRM. Controlling Level. you can remove the link between lower-level items and the rules of the higher-level items they are individually assigned to and replace them with a different distribution. you have made the necessary settings by choosing with Other SAP Components Customer Relationship Management Settings for Service 52 . Similarly. Prerequisites • You have made the necessary settings in Customizing in SAP ECC by choosing Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type. are initially posted in SAP ERP Central Component (SAP ECC) to an internal order.

These activities should be billed and settled as follows: Invoice Percentage 50 50 0 % Cost Object Type Settlement Account Assignment Bill-to Party Customer Insurance company 50 EROBJ 0 EROBJ 50 KOSTL Warranty cost center During the settlement of the internal order for this service order. the billing request must be transferred. Object Controlling CRM Service Processes Period-End Closing Single Functions Reposting Individual Processing or Collective Processing Example In a service order with a planned revenue of EUR 1. • You have created a splitting rule.000. choose Accounting Controlling Product Cost Controlling Cost . If you also want to post revenues or if you want to repost revenues only. also repost them immediately after they were transferred to SAP ECC. the following repostings occur: Amount in EUR 53 Reposting Cost Element Recipient . you have assigned the reposting cost elements defined in the allocation structure to value fields in the activity Maintain PA Transfer Structure for Template and Activity Allocation. there were EUR 800 in costs incurred. however.Processing Controlling Integration Settings for Single-Object Controlling Settings for Amount Allocations Define Reposting Cost Element in Allocation Structure • . the billing document must be transferred. Activities You repost costs and revenues at period-end closing. if the following conditions have been fulfilled: • • If you want to repost costs only. If you want to repost costs and revenues to profitability segments. You can. On the SAP Easy Access screen.

The system always proposes the cost component structure that is entered in Customizing for the control parameters of the information system (transaction OKN0). Extras Cost Component Structure as User 54 . define which Cost Component Structure is to be used to group the cost elements in the cost element report.Revenues 500 Revenues Costs Costs 500 400 400 Profitability segment 900010 with the customer Profitability segment with the insurance 900010 company Profitability segment 900020 with the customer 900020 Warranty cost center Extended Service Process Analysis in SAP ECC You can use this report to analyze the costs and revenues for the internal orders and also for the Customer Relationship Management (CRM) service transactions. Controlling Level. and Controlling Scenarios Features Selection You can search for specific internal orders or for internal orders for CRM service transactions. You can also display the amount allocation data. In the Settings for Results List. If you want to override this proposal. Service Processing Controlling Integration Establish Controlling Type. Prerequisites You have made the necessary settings in Customizing in SAP ERP Central Component (SAP ECC) by choosing Integration with Other SAP Components Customer Relationship Management Settings for and setting the Amount Allocation indicator. You can also enter the technical object key (GUID) of the CRM object in the External Object field. you can enter a status selection profile. you can enter a cost component structure either in the user master record for the parameter KCRMCO_CCSTRUC or by choosing Setting . To search for internal orders according to their status.

the system checks. Result List You can display the cost element report or the itemization in the result list. a dialog box appears giving you this information and you can display the messages. The left side of the screen shows the document hierarchy. for all selected internal orders. the name of the subtree is displayed in the header of the lists. If Controlling (CO) documents exist as a result of transfer posting amount allocations. When you have made your selection. the right side shows the result list. double-click the icon or call up its context menu. If this is the case. To call up the lists. the data displayed in the object currency is incorrect because amounts in different currencies have been totaled. In contrast to the standard cost element report for internal orders. starting with the topmost object. which means that this information is also available if the content of the lists is printed out. whether there are error messages in the Cockpit for Controlling Integration.Within the report. Document Hierarchy You can display and hide the document hierarchy using the Show/Hide Document Hierarchy function. The report is spread over two screen areas. The business object key (transaction/item) and the CRM transaction type are displayed for each object. In the second case. The system also checks whether internal orders with varying object currencies have been selected. The cost elements are grouped in accordance with the cost component structure selected on the initial screen. choose Display Data or call up the context menu of the icon in the document hierarchy and choose Display Subtree Data. you can change the reporting period using the toolbar in the cost element report and the itemization. Cost Element Report This is displayed by default when data is displayed. If there are error messages. is displayed for each selected object. The entire tree. You can also switch between the controlling area currency and the object currency within the report. To display the CO documents. The system displays an appropriate message. these are displayed in the document hierarchy below the relevant subitem of the amount allocation. exact planned costs for the transactions are itemized as well as the confirmation costs: 55 .

Should this not be the case. you can display the planned costs for the service process item-by-item. Planned Costs: The planned costs are not determined from the internal order data but from the related cost estimate. If you use accounting indicators. the differences are cleared with the settlement procedure. Note that when the costs are posted. if the internal order for the service process has been created at header level. They form the basis for the cost transfer posting. note that you cannot use them to plan costs and revenues and accordingly. To display the actual costs. The transfer posting credits and the settlement credits are also displayed here. The consumption quantities are also displayed if the Material Origin indicator is not set and consequently. are an exception to this. As a result. The billing quantities are displayed only if all postings for the cost element/accounting indicator have been made using the same unit of measure. the consumption quantities have not been posted to the internal order. select the internal order in the document hierarchy. The costs posted to the internal order should match the confirmation costs so that the internal order is fully credited with the cost transfer posting.Actual costs: The actual costs are the costs and revenues posted to the internal order. As with the Planned Costs column. This also contains the planned revenues. Confirmation Costs: The system determines the confirmation costs when the confirmation takes place and posts them to the internal order separately from the posting itself. which can be calculated and displayed at header level only. The revenues are also displayed in the Confirmation Costs column. The accounting indicator is also displayed here. the information regarding the material/plant as well as the associated consumption quantity are saved only if the Material Origin indicator is selected in the material master. The overhead rates. the quantities are displayed regardless of whether the Material Origin indicator is selected. accounting indicators are not displayed for the planning data. 56 . The system writes the revenues associated with the confirmation costs to the billing document and then reposts them.

too. • The Percentage Costs column contains the cost percentage. No Costs: No costs are expected for this subitem of the billing request. The header row also contains the following information: • • • No Revenues: No revenues are expected for this subitem of the billing request. Document Number for Costs/Revenues: Display the document numbers of the CO documents from the reposting. Here. the planned costs and quantities and the costs and quantities confirmed in the actual costs are displayed for each external CRM object. The header row contains the costs to be reposted (total costs). which shows only those header rows in which both document numbers are blank and for which Statistical is not selected. which is calculated as a percentage of the costs of the associated confirmations. To display all the amount allocations for which the costs and revenues have not yet been reposted. you can select the relevant object in the document hierarchy by double-clicking the Business Object Key field (this makes it easy to find in the document hierarchy).Itemization To branch from the cost element report to the itemization. Amount Allocation Data Choose Show Amount Allocation Data. The external CRM object is displayed with its business object key. The 57 . which was specified for the amount allocation. choose a filter. this object is selected in the document hierarchy. The data is displayed with a header row and several item rows. choose Cost Elements/Itemization. In the Total Costs column. Statistical: Costs and revenues are not reposted. the corresponding absolute amount is displayed. which is also displayed in the document hierarchy. which means it is easy to find. the revenues to be reposted (total revenues) and the receiver of the transfer posting (reposting). the amount allocation data is saved for information purposes only. You can display detailed information about the recipient by double-clicking the field or by choosing Master Record in the standard toolbar. which shows when the data was saved. If you double-click the Business Object Key field in the itemization. In the itemization. The transfer posting clears this amount. The header and the item rows are displayed in different colors to distinguish them and each has a time stamp.

In this case. Enter the required data and select Execute. and condition type.reposted revenues are displayed in the Total Revenues column and represent the total revenues of the associated item rows. which is empty for the header rows. You can differentiate between header and item rows using the Posting Row Column. the system does not check for existing messages in the cockpit. 3. quantity. In SAP ECC on the SAP Easy Access screen. You can also call up the report from the Cockpit for Controlling Integration. Select the Controlling Area. choose Analysis . Activities 1. Logistics Integration Logistics integration integrates the following business processes in SAP Customer Relationship Management (SAP CRM) with processes in SAP ERP Central Component (SAP ECC): • • • • Logistics Integration in the Procurement Process Logistics Integration in the Material Withdrawal Process Logistics Integration in Delivery-Relevant Processes Logistics Integration in the Scrapping Process 58 . the entries are displayed in accordance with the items in the billing document with the revenue element. Accounting Controlling Product Cost Controlling Cost Object Controlling CRM Service Processes Extended Service Process 2. In the item rows.

you can indicate the desired logistics scenario from the following scenarios: reservation. • You have made the settings for amount allocation in Customizing for Customer Relationship Management by choosing Logistics Integration . the logistics scenario is defined according to the following criteria: transaction type. You have assigned this hierarchy to the products that you want to manage as service parts. You can also allow the OLTP system to determine the logistics scenario automatically for a combination of these criteria. You can use the following logistics scenarios for procurement of materials and services: • • • Reservation of materials Purchase requisitions for materials Purchase orders for services and materials Prerequisites • You have created a hierarchy for service parts in the product master data and have assigned this hierarchy to the Purchasing application. For each combination. and service organization.Logistics Integration in the Procurement Process You can use the logistics integration in the procurement process to trigger procurement in Online Transaction Processing (OLTP) to ensure that the necessary items are available at the correct location. Features You can define how the logistic scenario is determined. 59 . of Logistics Scen. For example. you carry out different processes (logistics scenarios). this process would be useful for triggering procurement of service parts or external services that were planned in service orders or in-house repair orders. item category. see Customizing for Logistics Integration in Procurement. for Procurement of Materials and Services. Transactions Settings for Service Transactions Integration For more information. You can: • If you use the standard implementation of BAdI: Determ. purchase requisition. or purchase order. Depending on whether the service part is already in stock or whether it first needs to be procured or even manufactured.

External service: In the service item. You can use the transaction history to display information from the documents in the OLTP system in the corresponding order document. you can track the processing status of each individual item. Create a service order or in-house repair order. for Procurement of Materials and Services. In-house repair order: o Service parts: In the service part item. you enter the product ID of the service product and the necessary quantity. and Service Orders. you enter the product ID of the service part and the necessary quantity. In this way. 60 .• You can define the logic you want the system to use when determining the logistics scenario with BAdI: Determ. Creating In-House Repair Orders. The system determines the logistics scenario. of Logistics Scen. o Service order: o Service parts: In the service part item. o 4. you enter the product ID of the service part and the necessary quantity. External service: In the diagnosis item or in the planned repair item. For more information. Document data that the OLTP system creates for the logistics scenario is returned to SAP CRM. Activities 1. You create corresponding items. 2. you enter the product ID of a service product and the necessary quantity. see In-House Repair Orders. You save the order. depending on your settings in Customizing. 3.

the same illustration would also be valid for in-house repair orders and the procurement of external services. only the service order and the service parts appear in this diagram. The steps that you set in Customizing appear in green.Customizing for Logistics Integration in Procurement You want to use logistics integration in procurement to process your company-specific business processes in service. The settings that are particular to this process and that you must make in Customizing are described below. Activities The diagram below provides an overview of the steps that are carried out as part of logistics integration in procurement. Determine Logistics Scenario You can make settings in different places in the system to influence which logistics scenario is to be run in SAP ERP Central Component (SAP ECC): 61 . NOTE To streamline the process. However.

Transactions Settings for Service Transactions Integration Logistics Integration Define Logistics Scenario for the In this activity. • BAdI: Mapping of CRM Data for SAP ECC Proxy BAPI Call prepares the data structure of the SAP CRM business process for forwarding to the Online Transaction Processing (OLTP) system. • In Customizing for SAP ECC. the two systems contain different structures and descriptions for some of the data records. service organization responsible. However. you can manipulate the data from SAP CRM. For example. you use combinations of transaction type. choose Integration with Other SAP Components Customer Relationship . • In Customizing for SAP ECC. the term "location" in SAP CRM corresponds to the term "plant" in SAP ECC. You can access all the BAdIs in Customizing SAP ECC by choosing Logistics Integration : Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Logistics Integration Business Add-Ins for 62 . You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Service Transactions Integration Logistics Integration Business Add-Ins for Logistics Integration BAdI: Mapping of CRM Data for SAP ECC Proxy BAPI Call . Management Settings for Service Processing Logistics Integration Business Add-Ins for Logistics Integration Business Add-In: Determination of Logistics Scenario Mapping SAP CRM Data to SAP ECC Data Certain data from the SAP CRM service order is transferred to SAP ECC. a separate BAdI is provided for each document type. service organization. you can define which logistics scenario is executed when SAP CRM determines the suggestion Automatic Procurement (OLTP). and item category to specify in which cases you want to trigger which logistics scenario. The BAdI can be enhanced to match customer requirements. choose Procurement of Materials and Services . You can specify how the SAP CRM data is to be mapped in the SAP ECC system. The standard implementation of this BAdI provides sample data for the OLTP system. For this purpose.• In Customizing for Customer Relationship Management. To determine which logistics scenario is used.

or reservation) or distributed among several documents.o o o Business Add-In: Processing of Transferred Data for Reservations Business Add-In: Processing of Transferred Data for Purchase Requisition Business Add-In: Processing of Transferred Data for Purchase Order NOTE For more information about replicating partner functions and business partners between SAP CRM and SAP ECC. you can determine whether all the purchase order items of a service order are to be grouped into one document (purchase order. in the Solution Manager. you could define: that all items should be grouped into one document. Basic Settings for SAP CRM Data Replication Master Data Replication Between ERP and CRM Server Transfer Partner Functions and Replication of Business Partners Group Items In Customizing for SAP ECC. in transaction SOLAR_LIBRARY. 63 . or that all items that affect the same vendor should be grouped together. Prerequisites • You are using Inventory Management (MM-IM). purchase requisition. For example. Make the necessary settings in Customizing SAP ECC by choosing Integration with Other SAP . that there should be one document for each item. choose Solutions/Applications SAP CRM Configuration Structures SAP CRM . Components Customer Relationship Management Settings for Service Processing Logistics Integration Business Add-Ins for Logistics Integration Business Add-In: Item Grouping Logistics Integration in the Material Withdrawal Process You use this function if you want to use the integration of the material withdrawal process between SAP Customer Relationship Management (SAP CRM) and SAP Enterprise Resource Planning (SAP ERP).

Using Orgfinder The Plant/Storage Loc. see the SAP Library at help. • In Customizing for SAP CRM.Determ. 64 .R/3 Plan. o Transactions Settings for Service Transactions Integration Set Up Time Sheet and Controlling Integration You have made the following settings for master data in Customizing: You have created movement type 291 (W). To find the employee consignment stock. Determ. SAP ERP Central Component Logistics Materials Management (MM) Inventory Management (MM-IM) Inventory Management and Physical Inventory (MM-IM) • You have made the necessary settings in Customizing for SAP ERP by choosing: o Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Logistics Integration Create and Change Logistics Scenario for Material Withdrawal o Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type. you have maintained the following activities by choosing Transactions Settings for Complaints/Settings for Service Transactions Integration Logistics Integration o o : Assign Plant and Storage Location to Service Organizational Units Business Add-Ins for Logistics Integration Business Add-In: Determination of Plant and Storage Location In the standard system. and Controlling Scenarios You can access the activities in Customizing for SAP CRM by choosing: . from Service Org.Plant Plant/Storage Loc. you have created a customer master record and assigned this in Sales Area Data – Partner Functions to the employee personnel number from SAP ERP Human Resources (HR).sap. the Business Add-In has two alternative implementations: Plant/Storage Loc.from Service Org.For more information.com under SAP Solutions SAP ERP . Controlling Level.. Determ. Using Orgfinder implementation is delivered active. from Service Org. You have created consignment stock for each of the scenarios: Service employee consignment stock and customer consignment stock.

The following transaction type and item category are delivered in the standard system for service part delivery: Transaction Types REPA . there is no Customizing for the sale of service parts in the service order.o Business Add-Ins for Logistics Integration Business Add-In: Filter for Reservation To enable SAP ERP to create a reservation for a service part.R/3 Plan.from Service Org.Determ. o You have defined transaction types and item categories in Customizing for SAP CRM by choosing Categories Transactions Basic Settings Define Transaction Types and Define Item . To find the employee consignment stock. you can copy the objects and modify the copies. o You have completed Customizing for the following master data: In Business Add-In Determination of Plant and Storage Location.Service material In the standard system. Use the Relevant for Reservation indicator in the Business Add-In for this purpose.Plant you must enter the SAP ERP planning plant for the service organization.. If the settings for these Customizing objects do not meet your business requirements. the item category must be configured to permit this. if you activate implementation Plant/Storage Loc.In-house repair order Item Categories RMAT . Features The integration of business transactions in SAP CRM Service with SAP ERP provides you with the following options for service parts order fulfillment: • Service parts planning in the service order and in-house repair order using: o Availability information in SAP ERP 65 . you have created an employee master record and assigned this in Identification to the employee personnel number from SAP HR.

Use the IMG activity Assign Plant and Storage Location to Service Organizational Units to make corresponding entries in the Orgfinder table. You can call up availability information for service part items in SAP ERP. The scenarios Service Parts at the Service Employee’s Storage Location and Service Parts in the Service Employee’s Consignment Stock are mutually exclusive. • Service parts in the service employee’s consignment stock The service employee’s stock is managed as service employee consignment stock. Service Parts Planning in the Service Order and In-House Repair Order (Service Part Item) Plan the required service parts in the order independent of the scenario chosen. The relevant plant and storage location are assigned from SAP ERP to a combination of service organization. Logistics integration supports the following three logistics scenarios with the withdrawal of materials in SAP ERP and during confirmation in SAP CRM: • Service parts at the service employee’s storage location Each service employee’s stock is represented by a storage location in the service plant. Identification occurs using the service employee’s unique personnel number which is managed in the employee master record in SAP CRM. the SAP ERP customer number is determined from the SAP CRM personnel number. and in the customer master record in SAP ERP. When a goods movement is transferred to SAP ERP. The service plant is assigned in Customizing. The availability information checks the planned quantity against the stock available in the assigned service plant.o • Material reservation in SAP ERP In the service confirmation: Confirmation of the materials used with reference to the reservation according to logistics scenarios. • Service parts in the customer consignment stock A stock of service parts that is stored on the customer’s premises but does not belong to the customer (such as construction site equipment) and is managed as customer consignment stock. service team. and service employee. 66 .

This information is only available until the service order is saved. Confirmations You enter the service parts that were used in the confirmation. Service Parts Fill-Up in SAP ERP Complete integration of the storage location fill-up between SAP CRM and SAP ERP is not available.The check results show the available quantity and the next available date. The communication and provision of planned service parts for the correct service employee has to be done manually. The service parts fill-up can only be triggered manually according to scenario. This sales order is then replicated in SAP ERP and can be delivered from there. For more information about confirming service parts depending on the logistics scenario. there is currently no update of the reservation at the relevant service employee’s storage location. The relevant stocks are updated in SAP ERP. 67 . see the "Activities" section in Data Exchange for Service Confirmations: SAP CRM – SAP ECC. When the document is saved. a reservation for the service part item is created for the service plant in SAP ERP. • Scenario: Service parts at the service employee’s storage location After assigning a service employee in resource planning. because it is not possible to create temporary reservations during order processing. • Scenario: Service parts in the customer or service employee’s consignment stock A method is available in SAP CRM that can be used to define an action to trigger the delivery of service parts to the customer (consignment fill-up as a sales order in CRM). However the reservation in SAP ERP is now unnecessary and you must set it manually to Completed.

confirmations have the status Open. The following table contains an overview: Confirmed Data Data Entered in SAP ECC Goods issue Costs Payroll data Service parts Components in SAP ECC Materials management – Inventory management Controlling Human resources management (using CrossApplication Time Sheet) Controlling (using Cross-Application Time Sheet) Controlling Working hours Expenses Costs Costs Billing of the confirmed services in SAP CRM triggers an automatic accounts receivable posting in the finance component of SAP ECC and a revenue posting in the controlling component of SAP ECC. Document headers on their own are not replicated to SAP ECC. After replication from mobile devices to the CRM Server. • The document was saved without error messages. 68 .SAP ECC The automatic data transfer from SAP Customer Relationship Management (SAP CRM) to SAP ERP Central Component (SAP ECC) that happens with CRM Integration Services triggers subsequent processes.Data Exchange for Service Confirmations: SAP CRM . Prerequisites You have made all the necessary configuration settings for the following in SAP Solution Manager: • • • • Service confirmation transaction Logistics integration (for stock movements) Cross-application time sheet integration Controlling integration The confirmation must also fulfill the following prerequisites in order for data to be transferred to SAP ECC: • The document contains at least one item.

Logistics Scenario: Service Parts at the Service Employee's Storage Location From your Customizing settings. Activities 1. the system sets the final issue indicator for the reservation. and other relevant information required for the scenario (such as movement type or special stock indicator in SAP ECC). Depending on whether the item is relevant for distribution to SAP ECC (setting in the item category). item category. Your changes are then transferred automatically to SAP ECC. the system carries out data replication. Posting Goods Issue for Service Parts in the Materials Management Component of SAP ECC The data posted depends on the logistics scenario(s) that you use.• • A service representative has checked the confirmation in SAP CRM and set it to Completed. In SAP CRM. If all parts are withdrawn according to the reservation. If the order is completed. The distribution status of the confirmation document shows whether data transfer was successful. For more information about document statuses. The system therefore first determines the logistics scenario defined for the combination of transaction type. the system determines: • • The plant and storage location for the service employee The relevant issue reservation for the service order (if the service confirmation references a service order) The system posts goods issue with reference to the reservation and the appropriate storage location. see Status Management in Business Transactions. service organization. 3. For more information about the logistics scenarios that are supported. No distribution locks were set for the document. Errors and warning messages relating to the data transfer are listed in a log. The system also transfers data to CRM Middleware for distribution to the mobile client. you can change documents for which data has already been transferred to SAP ECC. the entire reservation is set to Completed. see Logistics Integration in the Material Withdrawal Process. 69 . 2.

If you have specified valuation types and service types. Posting Working Time in CATS Working time is automatically posted to the Cross-Application Time Sheet (CATS) database in SAP ECC. and posts goods issue from the consignment stock at customer. and posts goods issue from the service employee's consignment stock. Posting Costs to the Controlling Component in SAP ECC For more information on the posting of actual costs to account assignment objects in SAP ECC. see Transfer of Time Sheet Data to the Target Components). Status Management in Business Transactions Use You can use the general SAP status management when processing business transactions. they are used to determine the rate for internal activity allocation. In the item. see Controlling Integration. 70 . there are two ways in which working time data can be entered: • Start of work (Task Type SRVC_ACTUAL) plus duration – this is the standard setting in Customizing Start of work (Task Type SRVC_ACTUAL) and end of work (Task Type SRVC_ACT_TO) • You schedule a periodic transfer of data from the CATS to the human resources management component in SAP ECC and in the controlling component of SAP ECC (for more information.Logistics Scenario: Service Parts in the Service Employee's Consignment Stock The system determines the customer ID in SAP ECC from the personnel number in SAP CRM. Logistics Scenario: Service Parts in Customer Consignment Stock The system determines the customer ID in SAP ECC from the customer ID in SAP CRM.

there are also some system statuses in CRM that the user can set or reset as he wishes. These statuses are defined in the CRMC_STATUS_PROC table. User status: Status that you set. Any number of statuses can be set for an object. release is allowed). It specifies which step you can or cannot take next (for example. Do not distribute.You can document the current processing status of an object (for example. You define a user status in a status profile that is created in Customizing for business transactions. There are two types of status: System status: Status set by the system. You can only influence this status if you execute a business transaction that changes the system status. the system automatically sets the system status to Released. A status profile can then be assigned to the following in Customizing for business transactions: Transaction types (for header status) . The switch between status and transaction can be portrayed as follows: Statuses are portrayed in the system in two different ways: As a 30 character text As a 4 character abbreviation (only in status profile) Both methods of portrayal are language-dependent. which informs the user that the system has executed a specific business transaction on an object. Each status fulfills two functions: It informs you that a specific status has been set (for example. The system statuses Open and Do not distribute and the user statuses Quotation created and Do not print can be active simultaneously in a quotation. However. If a business transaction is executed. the quotation was released). that you can create as additional information to the existing system status. You can define and activate as many user statuses as you wish. for example. The current object state can consist of a combination of individual statuses. 71 ○ ● ● ● ● ● ● If you release a quotation. using status management. a sales order). this can set or delete one or several statuses for the relevant object.

One exception is the status Completed.Item categories (for item status) A status profile can be assigned to several transaction types and item categories. the system only displays the statuses for setting that can actually be set. However. distribution. You have made the assignments in the activities Define Transaction Types and Define Item Categories. billing. which starts when it is opened and ends when it is completed. During this time. other business transactions change this business transaction. There are five system statuses that represent the life cycle of the business transaction: Open: Has been recently created and not yet processed (for example. with reference to the current transaction status. System status and user status influence the business transactions in the same way. but it has its own life cycle. go to Customizing and choose Customer Relationship Management → Transactions → Basic Settings → Status Management. Follow-up processes can be started (printing. the header status is also set to Completed. It is. . To do this. The following functions are available to you at header level: Display of system and user status 72 ○ ● ● ● ● ● ● The header status is independent of the item status. forwarded for release or set to completed. you need to have maintained a status profile and assigned it to the relevant transaction types and item categories. If all items have the status Completed. Integration A business transaction is not a static object. Statuses that can be set and deleted always reflect the current document situation. contract from the Internet) In process: Administrator is clearing up questions Released: Contract is complete and legal. releases and so on) Completed: All actions directly linked to contract are completed Closed: Actions indirectly linked to the contract are also completed (for example. Features You can set and delete a status. for example. from SAP ERP: batch run to actual costs) Prerequisites If you want to display and maintain the user statuses.

such as inquiry. the corresponding system status is executed according to the settings in the control table. quotation. as well as the user status without a status number.You have maintained a status profile: The system displays the user status that is assigned a status number. ERP transfer and ERP status: Display of the distribution status to SAP ERP as well as other statuses for the business transaction in SAP ERP. The system statuses are displayed separately from the user statuses. Block / reason for rejection: you can reject an item or set a billing block. As a result. Total item status: Overview of statuses at item level. You must select a reason in both cases. System status / user status: detail view of the individual status area with the option of setting and resetting the status. The following functions are also available to you: You can lock or cancel all items at header level. See also: Specifics for Interaction Center: Business Transactions Specifics for Partner Channel Management: Sales final issue indicator (MM-IM) Inventory Management (MM-IM) An indicator used by the system to denote that a reservation item is closed. The statuses that are not active are displayed for selection. You can also set a delivery block and credit block. 73 ○ ○ ● ● ● ● ● ● ● . You can display the distribution status to SAP ERP at item level. The following functions are available to you at item level: System status / user status: you can set and reset statuses with restrictions. You can set a billing block or cancellation for all items. This is a kind of “fast setting” of the flag at item level. You have not maintained a status profile: Only the system statuses are displayed. The final issue indicator is automatically set when a goods issue is posted if the total reserved quantity is withdrawn. the reservation item is no longer included in the list of open reservations. rejection and block status. During selection. The individual status lines are only shown if they are relevant for this transaction type.

Others use the time sheet to enter time data for Personnel Time Management. employees record data that is relevant for several target components at once. You can transfer data to the target components as follows: Using transfer reports In Materials Management: using a transaction In cProjects: using an ALE connection by means of IDocs The graphic below illustrates the technical processes involved in transferring data to the target components. Process Flow The system saves time sheet data to the CATSDB database table for the time sheet. In some cases. 74 . for example.Transfer of Time Sheet Data to the Target Components Purpose You use the time sheet to record data that can be relevant for several SAP components. Some employees. record data confirming a Project System network.

and Project System (PS). For more information on the tables affected by this process. an additional report for multiple components is available. CO. RCATSTPS for Project System To enable you to transfer data to HR. see Technical Background to the Time Sheet. Result You have transferred time sheet data to the target components. Plant Maintenance/Customer Service (PM/CS). the time sheet data is transferred to the target components Human Resources (HR).The system writes time sheet data assigned the processing status "30" (Approved) and "60" (Canceled) as follows: To the interface tables: PTEX2000 and PTEX2010 in Human Resources CATSCO in Controlling CATSPM in Plant Maintenance/Customer Service CATSPS in Project System CATSMM in Materials Management By ALE connection Interface table in the cProjects system The system determines which components are to be supplied in which way based on the data record's working time attributes. RCATSTCO for Controlling 3. 75 . Note that you transfer data to Materials Management using transaction CATM. You can use the following data transfer reports for individual components: 1. Controlling (CO). RCATSTPM for Plant Maintenance/Customer Service 4. RPTEXTPT for Human Resources 2. When you run the data transfer reports. PM/CS. and PS in one step.

To do this you must complete both of the following activities: Sales and Distribution Sales Sales Documents Sales Document Header Define Sales Document Types Sales and Distribution Sales Sales Documents Sales Document Item Define Item Categories None of the sales document types and sales item types corresponding to SAP CRM are delivered with the standard system. You access the activity by choosing either of the following: Sales and Distribution Sales Sales Documents Sales Document Item Define Item Category Usage Sales and Distribution Sales Sales Documents Sales Document Item Assign Item Categories • You have defined transaction types and item categories in Customizing for SAP CRM by choosing . o You have defined the item category usage. Prerequisites • • You are using Sales (SD-SLS). You have made the following settings in Customizing for SAP ECC: o You have created a sales document and sales items in SAP ECC with the same transaction type and the same item categories as in SAP CRM.Logistics Integration in Delivery-Relevant Processes You use this function if you want to use the integration of delivery-relevant processes between SAP Customer Relationship Management (SAP CRM) and SAP ERP Central Component (SAP ECC). The following transaction types and item categories in the SAP CRM standard system are relevant for deliveries: Transactions Basic Settings Define Transaction Types and Define Item Categories 76 .

and posting of goods movement) are recorded in SAP CRM.Loan device pick-up RSUB .Repaired goods delivery CRMR . you can copy the objects and modify the copies.Free-of-charge substitute delivery LOAN . an SAP ECC transaction corresponds to an SAP CRM transaction. Delivery-relevant transactions are triggered in SAP ECC.Return for repair RRET . All transactions are replicated back to SAP CRM. delivery. Sales (SD-SLS) Purpose Sales allows you to execute different business transactions based on sales documents defined in the system. 77 . In this way. This means that the transaction history and status for each transaction (such as creation of sales transactions.Transaction Types Item Categories REN .Complaint TANN .Return REPA .Loan device delivery LRET .Return request CRMC .Return TANN .Free-of-charge substitute delivery CRMR .In-house repair order If the settings for these Customizing objects do not meet your business requirements. Features The following processes are delivery-relevant: • • • Returns process Loan device process Delivery process (returns process) and return delivery process in the context of an in-house repair Delivery-relevant processes in SAP CRM are replicated into sales orders in SAP ECC.

Logistics Integration in the Scrapping Process You use this function if you want scrap an item in the context of a repair in SAP CRM and want to use the integration of processes between SAP CRM and the SAP ERP Central Component (SAP ECC) back end to write off stock from the sales order stock. you can copy the objects and modify the copies. You have created the item category for scrapping for the repair transaction type. Some sales documents. If the settings for these Customizing objects do not meet your business requirements. credit and debit memo requests and returns Features Delivieries and billing documents can be created and processed from the sales document. For more information. Prerequisites You have made the following settings in Customizing for Customer Relationship Management: • • You are using Sales (SD-SLS).Four groups of sales documents are differentiated: • • • • Customer inquiries and quotations Sales orders Outline agreements. The item category is SCRP – Scrapping. go to Customizing for Customer Relationship Management and choose Movement . Transactions Settings for Complaints/Settings for Service Transactions Integration Logistics Integration Define Transfer Parameters for the Goods 78 . automatically trigger the creation of subsequent deliveries and billing documents. The transaction type in the standard system is REPA – In-House Repair Order. see the Implementation Guide (IMG) for Customer Relationship Management and choose Define Transaction Types . such as free of charge deliveries. Transactions Basic Settings • In Customizing for the item category for scrapping. such as contracts and scheduling agreements Complaints. To do so. you have defined the parameters for goods movement from the sales order stock. such as cash sales and rush orders.

according to the contractual agreement. Sales Items For sales items entered in service transactions. Billing of Services This section provides information about the specifics of SAP CRM billing for service transactions. Billing Relevancy of Interlinked Service Transactions • Service contracts that are valid for service order items If a service order item is covered by a service contract. create a subitem for the diagnosis (item category SCRP). o Resource-related billing 79 . it is billed at a flat rate using a billing plan. • Service confirmations created as follow-up transactions to service orders o Fixed price agreement If you have agreed on a fixed price with the customer. a sales order is created in SAP ERP so that the delivery can also be processed in SAP ERP. you need to flag the service order item as billing relevant. NOTE For sales items in service transactions. no sales order is created in SAP CRM . In order that these items are billed in SAP CRM. but not the service confirmation item. you need to ensure that they are not flagged as billing relevant in SAP ERP. it is scrapped. if a part that is sent in is found to be so badly damaged that it is not worth repairing. This item category causes a goods movement to be posted in SAP ECC (movement type 551/E). which writes off the stock from the sales order stock.Features In the context of a repair. For this purpose.

Transfer of Service Transactions to Billing Due List Data is transferred to the billing due list when a transaction is saved. with the exception of items with the billing relevancy Transaction-Related Billing After Completion. you can configure the interface to display this flag. you need to flag the service confirmation item as billing relevant. NOTE If you want to bill a service confirmation that was not created as a follow-up transaction to a service order. you need to flag the service confirmation item as billing relevant. These items must be explicitly released for billing in the CRM WebClient UI on the Release for Billing page.If you want billing to be resource-related. but not the service order item. The following figure shows the procedures used to bill service transactions: 80 . The Billing Relevant flag is not visible by default in the CRM WebClient UI. however.

a debit memo request is automatically created in SAP ECC for each service transaction. in the form of a sales order. • Customizing of service transactions in SAP CRM You have set the External Billing indicator for the relevant item categories. Transfer takes place when a user sets a particular status for the transaction. The items in this order represent the billing-relevant items in the original service transaction. You do this in Customizing for Customer Relationship Management. and conditions. by choosing Relevance of Item Categories . as described below under “Features”. business partners. Service products in SAP CRM exist as materials in SAP ECC. SAP CRM automatically transfers billing-relevant data to SAP ECC.External Billing of Service Transactions in SAP ECC You can use this function if you want to use SAP ERP Central Component (SAP ECC) to perform billing for any of the following service transactions: • • • Service contract Service order Service confirmation For service transactions containing items that are defined as relevant for external billing. • Synchronization of pricing conditions (SAP CRM and SAP ECC) Conditions are identical in both systems. The data transferred includes the billing date. Prerequisites • Synchronization of master data (SAP CRM and SAP ECC) o o All business partners used in SAP CRM transactions also exist in SAP ECC. Billing Define Billing • Customizing of controlling objects in SAP ECC 81 . You can perform billing immediately for these debit memo requests. products to be billed for (services and service parts). When data is transferred. without additional processing steps.

Support Package 10 SAP R/3 PlugIn SAP ERP 2005 82 SAP ECC .com Components Customer Relationship Management Settings for Service Processing Billing Integration Map Transaction Types and Item Categories SAP R/3 PlugIn 2004_1. • Mapping of transaction data between SAP CRM and SAP ECC You need to determine the SAP ECC sales order types and item categories that are used to create a sales order for a particular SAP CRM transaction type and item category. Support Package 9 and below Component Mapping Definition SAP CRM Business Add-In CRM_EXT_BILLING Customizing: Integration with Other mySAP. You do this in Customizing. by choosing Processing Controlling Integration • Integration with Other SAP Components Customer Relationship Management Settings for Service .com Components Customer Relationship Management Settings for Service Processing Billing Integration Map Transaction Types and Item Categories Customizing: Integration with Other mySAP. Depending on the Plug-In or SAP ECC system that you are using. Customizing of sales orders in SAP ECC The sales document type and item category of the sales order in SAP ECC are attributed as relevant for billing and not relevant for shipping. you perform mapping in different systems and using different techniques. as shown in the following table: Release SAP R/3 PlugIn 2004_1.You have defined CRM controlling objects to which costs and revenue generated by external billing can be automatically assigned.

For more information. If it is no longer possible to cancel individual items later on in the process. The cancellation reason is transferred to SAP ECC through item category mapping. before it is transferred to SAP ECC. External Billing of Service Contracts Billing request items generated by a billing plan are transferred automatically to SAP ECC. a credit memo request is created. You can cancel invalid items by specifying a reason. see the documentation for this BAdI. You can find this BAdI in SAP CRM. Modification of CRM Service Transaction Data Before Transfer to SAP ECC You can influence header and item data. if the item has already been billed. for example because an invoice has already been created for a debit memo request.The above mapping definitions also determine the order reason and cancellation reason for a service transaction. Service contract items that are relevant for billing are transferred when contract data is updated and a contract item is marked as Released. in Customizing for Customer Relationship Management. you can create a credit memo request in SAP ECC to reverse a debited amount. To do this. and either the relevant debit memo request item is automatically canceled or. such as partners and conditions. Features External Billing of Service Orders and Service Confirmations Data is transferred to SAP ECC when an order or confirmation is set to Completed. 83 . After data transfer. create an implementation of the Business Add-In (BAdI) CRM_EXT_BILLING (Influencing Data from Service Transactions for Billing in SAP ECC). you can cancel or reject transactions in SAP CRM. under Transactions Business Add-Ins Transactions Settings for Service . NOTE You cannot cancel service contract items once they have been transferred to SAP ECC.

create an implementation of the BAdI SRV_BILLING_CHANGE. for example. You support service contracts by processing contract-based services and planned services. within a predefined timeframe. they are assured that a technician will be on-site at the customer’s place of business within four hours to correct the fault. For more information. or as a follow-up transaction for a service agreement or a service contract quotation. Service Service You can either create a service contract directly. Components Customer Relationship Management Settings for Service Processing Billing Integration BAdI: Influencing Data for External Billing of CRM Service Documents NOTE For more information and a list of corrections related to external billing of service transactions. partner. To do this. Service contracts represent long-term service agreements with customers in relation to the content and scope of services guaranteed within specific tolerance limits for certain parameters. 84 .. see customer note 813774. Service Contracts and Service Plans Service contracts are outline agreements with business partners which define services offered for a particular period. EXAMPLE If a technical defect occurs in a customer’s machine. and conditions. You can find this BAdI in Customizing for your Plug-In or SAP ECC system. billing block. see the business user documentation under Contract Quotations and Service Contracts Service Contracts . Tell Me About..Modification of Sales Order Data in SAP ECC Before Data Import You can modify data such as the order reason. by choosing Integration with Other SAP .

A service product can be stipulated for each service contract item and the customer can claim this product over a certain period at a specific price. If the Internet user creates a service request or a complaint and several service contracts could be used as the basis. covering costs up to USD 300) A service plan in which planned services reoccurring at intervals are entered (such as maintenance of a pump every three months) A usage-based service (such as maintenance of a photocopier after every 100. Features A service contract consists of header data and item data. Mobile Client • Service contracts can be downloaded onto a laptop. Different types of services can be stipulated as service products in a service contract item: • • An individual service (such as a hotline) A complex service that is made up of multiple services and materials. such as an automobile inspection A service limited according to value or quantity (such as ten free-of-charge telephone consultations after buying software.Integration Internet Customer Self-Service • • Internet users can display their service contracts.000 copies) • • • 85 . For more information. They can be assigned to a document (such as a service order) and in this way can influence price determination that takes place on the laptop. the Internet user can select a suitable contract and link it to the service request. see Service Contracts in E-Service.

86 . enter these in the product list for the contract item. If service parts are required.Agreement of Individual Services in the Service Contract You stipulate a specific service as a product in a service contract item. for example. when exchanging a computer hard drive or changing tires on a car.

see Service Contract (Value/Quantity). you stipulate services or service packages with a specific target quantity or particular overall value. All of the services and service parts contained in the service package are entered in the product list belonging to the contract item. For more information. Which services are to be performed and at what service interval are defined in the service plan. although individual customer requirements can also be defined. In this way. Agreement of Planned Services in the Service Plan You stipulate service products that can be claimed at specific intervals over a predefined period. These types of planned services appear in a service plan.Agreement of Service Packages in the Service Contract In a service contract item. Agreement of Services Limited to Value or Quantity in the Service Contract (Value/Quantity) In a service contract item. which you process either as an independent business process or as an integral part of a service contract. you stipulate a complex service package consisting of several individual services and service parts. you can create a contract for the maintenance of copiers that 87 . see Service Plans. Contracts including this kind of agreement are called Service Contracts (Value/Quantity). Agreement of Usage-Based Services in the Usage-Based Service Contract You finalize a service contract with your customer that also contains a stipulation of services that are based on the quantity used. For more information.

and subsequent billing. or objects. In the following processes. hotline) which are defined in the individual contract items. installed base components. The contract defines the services and specific conditions for the usage volume. the system automatically runs a background check to see whether a warranty exists and then assigns this accordingly. such as Availability Time and Response Time. The characteristics of service products are defined in Service Level Agreements (SLA). warranties can be taken into account through the use of appropriate discounts. In service contracts.should be carried out after 100. we explain service contract and entitlement management starting from the creation of warranties and service products. For further information. confirmations. The quantity used is entered using counters and readings. or objects Service contracts represent long-term agreements between companies and customers. More Information Contracts and Agreements Service Contract Management Purpose You can use this business scenario to carry out service processes based on the following: Service contracts that were agreed to by customers Warranties that were assigned products. calculating the usage volume. The parameters serve not only to describe the SLAs. installed base components. It is a prerequisite for recording usage. The promised services are represented by service products (for example.000 copies. repair orders. but can also be used to control service processing. or complaints. maintenance. When creating service orders. see UsageBased Service Contract Processing. and finally to the billing of 88 ● ● . for example. through to contract processing. which in turn are validated by different parameters. within a predefined period. Warranties can be flexibly assigned to individual products. customers are guaranteed specific services within tolerance limits for certain parameters. When calculating prices for the services and service parts in billing.

if for example. During its period of validity. the service contract can be the basis for service orders or escalation measures. see: SAP CRM Master Guide on SAP Service Marketplace at service.sap. For more information..the contract. technical installation. Periodic services are services that are carried out regularly at certain intervals (counter-based and/or timebased service intervals).com/crm-inst Scenario & Process Component List on SAP Service Marketplace at service. Contract and warranty-relevant data can be analyzed in SAP NetWeaver Business Intelligence (SAP NetWeaver BI). However. 6. 2. only certain combinations are valid. 5.sap.com/scl Process Flow The business processes run as follows: . You can define one product per contract item. 3.. Prerequisites You can implement this business scenario with different releases of the relevant application components. 4. training. the time frames agreed in the SLA are exceeded. and consulting. Product and Warranty Registration in CRM Service Contract Processing in CRM Billing in CRM Service Contract and Quotation Analysis in CRM Warranty Analysis in CRM Billing Analysis in CRM All types of services that can be defined in a service contract or service plan. such as customer service. Services appear in the system as products of type service. They are defined in service plans. 1. 89 ● ● Service and Product List .

For more information. The service employee chooses one or more entries from the list that apply to the service order. For each product that is selected. These services and service parts can be claimed in the course of the subsequent service order processing with reference to a service contract. In the product list belonging to a service contract item. The product data is copied into this item. see Service Contract Determination. After the corresponding service contract item has been assigned.Even a complex service package that contains several individual services and service parts can be defined as a product in a service contract item. which is defined in the contract item. the system determines existing valid service contract items and proposes them to be assigned. product categories. The product list can contain products. If this has been set up in Customizing. the service employee creates a service order. Integration If a customer wants to claim a product. an item is automatically created in the service order. It allows: • The proposal of services and service parts in the service order (see Service Contract Determination) The function to call them from Service Contracts (Value Quantity) NOTE • Services and service parts entered in the product list must exist in the system as products. or a product range (partner/product range). the services and service parts from the relevant product list are automatically proposed for transfer into the service order. services and service parts are entered that are in the service product. This includes the following services: 90 . Example You define the service package standard winter check for car in a service contract item.

Service Agreement A long-term outline agreement between business partners in which conditions. NOTE You cannot replicate service agreements using SAP ERP Central Component (SAP ECC). Unlike service contracts (value/quantity). Service agreements make it possible for service providers to create long-term outline agreements with information about prices and services that are valid for certain business partners or a certain group of business partners. and releasable products are defined. such as prices. These conditions and products are valid for all service contracts or service orders that are created with reference to the service agreement. service agreements contain no target values or target quantities. if necessary) Headlight check Battery check Replacement of windshield wipers It includes the following service part: • 1 set of windshield wipers You enter the listed services and service parts in the product list for the contract item. provided by customer.• • • • Tire check/switch (Switch to snow tires. Service agreements may include the following predefined data: • • • • • Services Service Level Agreements Follow-up activities Price agreements Billing 91 .

This transaction type has the leading transaction category Group Contract (BUS2000107). You can either use this transaction type and item category as they are. The new item category OASP . or copy them and change the copies to meet your needs. The following settings are relevant for defining service agreements: 92 .Service providers can create follow-up transactions such as those below with reference to service agreements: • • • • Service order quotations Service orders Service contract quotations Service contracts Integration Customizing The OAS – Service Agreement transaction type is available for service agreements in standard Customizing for transactions.Service Agreement Item was created with item object type Outline Agreement Item Service CRM.

Service contracts take priority over service agreements. In the standard system. copying control for service agreements is available for the following transactions: o o o o o o Service contracts (SC) Service contract quotations (SCQ) Service orders (SRVO) Service order quotations (SRVQ) Usage-based service contracts (USC) Usage-based service order quotations (USCA) You will find the necessary activities in Customizing for Customer Relationship Management by choosing • Transactions Basic Settings Copying Control for Business Transactions .• Agreement determination In Customizing for transaction types. choose Define Transaction Types . Only if it finds no valid service contracts does it search for service agreements. • Copying Control You must set the copying control for the transaction type of the desired follow-up transaction. select the determination type that you want the system to use. NOTE If the system should search for contracts as well as agreements. and go to the detailed display of the desired transaction type. field. the system first searches for valid service contracts. activate agreement determination for the transactions below if you want the system to find valid service agreements when you create the following transactions: o o o Service orders Complaints Confirmations Transactions Basic Settings In Customizing for Customer Relationship Management. such as service order. Price agreements 93 . In the Agreement Determin.

the service order is only checked against the service contract. which in turn is a follow-up transaction of a service agreement. These transactions are also considered during agreement determination. Default setting: No service agreements. Service Contract Quotations Service contract quotations are legally binding offers to a customer for the purpose of defining the services in a service contract. it gives customers the option of getting informed about prices and delivery conditions to enable them to make 94 . A service contract quotation can be of use to both customers and providers. On one hand. and for whom the corresponding sales area data was processed. without specifying a certain sold-to party. but not against the service agreement. Service Orders If a service order is created with reference to a service contract.Date profile CONT002 (Date Profile for Service Contracts) exists in standard Customizing for processing service agreements. call up the business partner and the different sales area data. Business Partners In the business partner master. The service agreements and sales agreements that exist for this business partner in the system appear in the Sales area of the screen. in the business partner role Sold-To Party. This means that the agreement is valid for all business partners who are assigned to the corresponding partner type. you can assign one default service agreement to a business partner. You can also set one sales agreement or service agreement as the default. To do so. Business Partner Type You can create a service agreement for a business partner type.

it is possible to send the data to SAP NetWeaver Business Intelligence. since it is not relevant for billing or controlling. This function is available in CRM WebClient UI and Interaction Center WebClient. Assign the leading business transaction category Service Contract. Service quotations are only identified as such by the system status Quotation. for example. Contract quotations are business transactions in service with the leading business transaction category Service Contract.There you can perform analyses. SCNQ) and then the business transaction category Sales. Integration Quotation data is not forwarded to SAP ERP Central Component (SAP ECC). to evaluate.decisions. which quotations were accepted or rejected and what the reasons for this were. Customer Relationship Management Transactions Basic Settings Define Item . Prerequisites Define Quotation as Transaction Types in Customizing If you want to use contract quotations. Within the validity period of a service contract quotation. However. you must define service contract quotations as transaction types in Customizing. 95 . the customer has the option of agreeing on a service contract for specific conditions with reference to the quotation. by choosing Categories . Make the settings in Customizing for Customer Relationship Management by choosing Basic Settings Define Transaction Types Define Default Values in Customizing You maintain default values for quotations in Customizing for Customer Relationship Management (CRM). for example. while providers can include the expected services at an early stage in their planning and get an overview of the expected costs and revenues. Transactions Choose the required item category (in the standard delivery. The standard delivery contains the transaction type SCQ – Service Contract Quotation.

Accept Quotation You create a service contract as a follow-up transaction with reference to the service contract quotation. particularly the following two fields: • Relevance for Quotation If you choose Initial Quotation and enter a transaction with this item category. in which the defined service products are restricted with regard to a certain target quantity or a certain total value. Complete Quotation A quotation is completed (status Completed): • • After it has been copied to a service contract Following a customer rejection Service Contract (Value/Quantity) A particular form of service contract. the quotation items accepted by the customer are copied to the items of the new transaction. Processing Here you define that the quotation should be further processed by selecting Quotation is copied to subsequent document. maintain the fields in the screen area Quotation Data. the transaction items have the status Quotation. 96 . Activities Create Quotation You create quotations using Service Contract Quotation. • Subsequ. At this time.In the Customizing Item view.

Like the service contract. In this way. The service employee creates a service order in the system for this purpose. the service employee can use the release list to trace the quantity and the value of the products that have already been claimed. In the case of the service contract (value/quantity). you can establish: • Whether an agreed service product may be claimed only until the total value or the target quantity has been reached Whether the target quantity or the total value may be exceeded only the first time Whether the target quantity or the total value may in principle be exceeded • • For more information. the defined service products are restricted with regard to value or quantity. 97 . Services and service parts are entered in the product list belonging to the contract item. The customer can claim (release) products from the product list. it is agreed between customer and provider that the customer can claim service products over a specific period at a specific price. whereby any quantity or value can be selected. The system enters the released products and their quantity or value in the release list. however. if required. In Customizing of the item categories. see the "Integration" section.

1. 1. Go to the step Customizing Item and choose a completion rule in the set type Contract Data in the Completion field. Transactions Basic Settings 2. Choose the required item category. Go to the step Assignment of Business Transaction Categories and choose Sales. for example service parts and services for a total of USD 500 Combinations of service value contracts and service quantity contracts • • Integration Customizing the Transaction Type You must make the following settings in Customizing of the transaction types so that a service contract takes on the functions of a value/quantity contract. Note that the item object type CRM Service Contract Item is assigned to the item category. In Customizing of the item categories. 98 . 4. This causes the field Quantity/Value Contract to be displayed. In Customizing for Customer Relationship Management. 3. In this way it is possible to enter a target value or quantity when creating a service contract (value/quantity). choose Define Transaction Types . you can set whether or not the target quantity or value may be exceeded. In Customizing for Customer Relationship Management. 3.Structure Service contracts (value/quantity) include: • Service quantity contracts based on a certain target quantity. such as the use of a hotline or a repair service no more than 10 times Service value contracts based on a certain target value. choose Define Item Categories . Choose the value C (= service: target value and quantity) in the field Quantity/Value Contract. Transactions Basic Settings 2. Go to the detailed view of the desired transaction type and choose Service Contract as the Leading Transaction Category.

CAUTION The item object type CRM Service Contract Item must be assigned in Customizing to the item category used for the contract item in the service contract or service contract (value/quantity). and reduces the remaining number of consultations to 2. for example.Example A software firm has tailored a service package especially for its customers who have just introduced the software. This package includes a check shortly before the go-live date. the service employee then creates a service process with reference to the contract. The system enters in the release list the service process and the service product telephone consultation as well as the quantity 1. Different parameters. If you want to create items for service plans. Service Contract Items The parts of a service contract or a Service Contract (Value/Quantity) in which the services to be performed for the customer under service contract conditions are defined. such as response 99 . If the customer enters into such a contract and claims a telephone consultation from the contract. you can maintain the service agreements that define the characteristics of the service product in the contract items. you have to use item categories that are based on the relevant item object type for service plan items. three telephone consultations and a system check. This process is repeated until all the consultations have been "used up". Structure Maintenance of the following data is relevant at item level: • Service data For service contracts. The firm offers the package as a service contract and sells it by request to the customer together with the software. which has been claimed.

see Service and Product List. Price agreements are contract-specific prices and discounts. 100 . For more information. objects. see Service Contract (Value/Quantity). product categories. you can maintain Service Plan Data instead of service agreements. special price agreements can be made for each contract item. You define which services are covered completely. see Object List. the system records this in the release list. • Release list If services or service parts entered in the product list are claimed as part of service orders or repair orders. the system uses the price agreements defined in this contract during billing. The object list can contain installed bases. • Price agreements In addition to the prices defined at header level. or product ranges (partner/product range). installed base components.time or availability time. see Service Level Agreements (SLA). or not at all by a contract. For more information. EXAMPLE In a price agreement. • Product list Here you enter the services and service parts that should be in the service product as stipulated in the contract item. For more information. The product list can contain products. partially. you could define that service parts are not charged for and that the installation of service parts should be billed at USD 25 per hour. • Object list Here you assign objects to which the service product stipulated in the contract item refers. For more information. If contractually agreed service processes are executed. or products. can be such concrete service agreements. For service plans.

in other words. the time by which the technician must start the service laid down in the service transaction item as well as the time period in which the service must be completed) • Service profile (time period in which the services that were defined in the service contract can be carried out) Downtime (maximum number of breakdowns per year) Availability (assured system availability in %) Solution time (maximum period of time allowed for the solution of a problem) • • • 101 . • Counters Counters are particularly important for processing service plans. Service Level Agreements (SLA) You and the customer can use the SLA to agree on the methods of rendering a guaranteed service. For more information. see Scheduling for Counter-Based Service Intervals. EXAMPLE Examples of parameters within an SLA: • Response profile (the technician's response time. • Billing plan Billing plans in the contract items control periodic billing. scope and means) for the service products (such as maintenance or hotline) agreed on with the customer in the service contract. The amounts for periodic billing are taken from the header conditions and item conditions in the contract. The SLAs that are available in the standard system are the service profile and the response profile. The SLAs define the attributes (such as content.Price agreements do not have any influence on periodic contractual billing. Depending on the billing plans and Customizing settings. billing requests are generated automatically and transferred directly to CRM Billing.

service profile and response profile. If you want to use other parameters in addition to the ones delivered by SAP. you can do so using another customer-specific set type. If you choose the service product in a service contract item. Transactions Settings for Service Processes SLA Escalation EXAMPLE An escalation for a missed deadline could occur as follows: • The responsible processor is informed per e-mail when the first response time is exceeded and the transaction is still not in process. the monthly price of a service can change depending on the response time defined. Pricing An SLA influences both pricing in the contract items and the business transactions in Service with reference to a service contract.Integration Default Values in the Product Master The set type Default Values for Service Contracts is available in the product master. for example. when you maintain the products of type Service that are intended for service contracts. the data from the SLA parameters is copied to the contract item where it can be overwritten as required. you can specify default values for the above-mentioned SLA parameters. In this set type. The responsible department manager is informed per e-mail when the first response time is exceeded by 2 hours and the transaction is still not in process. a predefined escalation process is started. Escalation Management If the services agreed on in the SLA cannot be performed within the time specified. Therefore. Processing of the data from the set type occurs using Business Add-Ins. SAP delivers a standard procedure for escalation management that you can use and enhance if required. You can make settings for Escalation Management in Customizing for Customer Relationship Management (CRM). • 102 . SLAs also influence date calculation in the service process to which the relevant contract items refer. by choosing Management .

you can define. a duration to completion and timeframes that can be established in between. you can select values for the SLA parameters. you can use any combination of the following indicator keys to create as many timeframes with duration and time unit as you want: • • • • • Category Priority Catalog Code Group Code In this way. Service Maintain Availability In the service contract items. SAP delivers the following SLA parameters: • • Service Profile Response Profile Activities You maintain SLA parameters on the SAP Easy Access screen. A similar escalation could occur if the completion date is exceeded and the transaction is still in process. Response Profile In the Maintain Availability and Response Times transaction. NOTE If a service plan has been agreed upon in the service contract item. under and Response Times .• The responsible service manager is informed per e-mail when the first response time is exceeded by 8 hours and the transaction is still not in process. but not the SLA parameters. you can edit the service plan data and dates. a duration to first response. such as: • Time until the arrival of a technician at the customer site 103 . Features By default. for example.

In the response profile for the relevant service contract item. Choose a duration of time for each period that was created in Customizing for date management under Customer Relationship Management Basic Functions Date Management Define Date Types. to 5:00 p.. Duration Types and Date Rules . completion time 9:00 a. You can stipulate a response profile for each contract item during the maintenance of service contracts. The standard service profile is defined in the service profile.m.m. 104 . a duration to first response of 2 hours and a duration to completion of 8 hours is defined for service processes with priority 1. Service Profile You can stipulate a service profile for each contract item during the maintenance of service contracts. which contains the following availability times: Monday to Friday from 8:00 a.• • Duration of repair Downtime of machines at the customer site To maintain the response times. The following times/dates result from this: First response time 12:00 noon. for example by a technician on-site. and a service order with priority 1 is created. for example.m. You can overwrite the default values in the service contract item in which the service product was stipulated.m.m. on the following day. by calling the customer to discuss or clarify the problem. There you can enter any number of timeframes for the selected key combination. This means you must have responded to the malfunction report by 12:00 noon on Monday. Specify the duration and time unit for these. you can enter default values for the response profile in the assignment block Default Values for Service Contracts. choose a key combination in the transaction by selecting the required line and switching to the view for response times. The transaction must be completed by Tuesday at 9:00 a. EXAMPLE You receive a malfunction report from a customer on Monday at 10:00 a. When you maintain service products in the product master.

When you maintain service products in the product master. you can enter default values for the response profile in the assignment block Default Values for Service Contracts on the Service page. CET to Sunday 7:00 p. 105 . service profile (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO) A Service Level Agreement (SLA) parameter provided as standard by SAP. Central European Time (CET).m. EXAMPLE You define a standard service profile with the following availability times:Monday to Friday from 8:00 a. in which you define Saturday 8:00 a. CET as availability time. The corresponding dates (first response date and completion date) are calculated based on these periods and with reference to the service profile in the service process. which was created with reference to the contract. response profile (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO) A Service Level Agreement (SLA) parameter provided by SAP. In the service profile. You assign the service profile Weekend to the service product Weekend Hotline. In the response profile.m. You can overwrite the default values in the service contract item in which the service product was stipulated. you define the time frames when the services specified in the service contract (such as hotline or maintenance) can be executed. you define the periods within which processing of the service in the service process item should have started. until 5:00 p. and by when the processing should have been completed.m.m. The service windows defined in the service profile are used as a basis for calculating the start and end dates defined at service process level and the response times.

You make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories and using indicators Filter Contract Item by Object List and Filter Contract Item by Product List. You have set the copying control for both the transaction types and for the item categories in Customizing. see Customizing for transaction types in the field help (F1) for field Contract Determ. field only appears in the detailed display for definition of the transaction type. Item Category In Customizing for the contract item category.Service Contract Determination You can use this function to define whether the system should search for and display existing service contracts when business transactions are created. Prerequisites Transaction Type You have made settings in Customizing that define how contract determination should occur for the following transaction types: service order. Service Confirmation or Sales as the leading transaction category. For more information about these settings. service confirmation. You can make the following No contract determination Manual contract determination Only at item level (setting in standard SAP Customizing) Contract determination at header and item level The Contract Determ. Service Process. you have defined whether the system should also find contract items whose object list or product list is empty when an item is created in one of the business transactions listed above. and complaint. You make these settings in Customizing for Customer Relationship Management by choosing Define Transaction Types settings: • • • • Transactions Basic Settings and using the Contract Determ indicator. You can see these indicators by 106 . if you have chosen Complaint.

For more information about these settings. the system determines service contracts based on the following selection criteria: • Sold-to party The sold-to party in the service contract and in the business transaction must be identical. see Customizing for item categories in the field help (F1) for both of these fields. Features When you create a business transaction in service with a transaction type for which contract determination is activated in Customizing.choosing an item category with business transaction category Service Contract and then choosing Customizing Item. • Validity The date in the Requested Start field in the business transaction must lie within the validity period of the service contract item. • Service organization If a service organization is entered in the service contract. • Object list 107 . • Status The status of the service contract item must be Released. it must be identical to the one in the business transaction. SAP standard Customizing includes contracts with empty product lists and object lists in the search results. • Sales organization and distribution channel The sales organization and the distribution channel in the service contract and in the business transaction must be identical.

Contracts are found that have reference objects entered for the business transaction item in the object list of the service contract item. or that have an empty object list for the service contract item. If no reference objects were entered for the business transaction item. Activities Automatic Determination of Service Contracts at Item Level 1. For more information. The system selects appropriate service contracts according to the above-mentioned criteria and displays all permitted service contract items. 3. service contract items with empty object lists are found. see Service and Product List. 2. 2. After the system has determined valid service contracts. NOTE o The system only selects and offers for selection those service contract items whose product lists contain the product entered in the business transaction item. 108 . contracts are found that have the reference object for the business transaction header entered in the object list of the service contract item. If the reference object was not entered in either the business transaction item or in the business transaction header. or that have an empty object list for the service contract item. or you are prompted to select a contract for copying from a list. it automatically copies the contract data to the business transaction in service. which you can use to provide your own selection criteria or to limit the selection criteria (see above) delivered by SAP. or the product list of the service contract item can be empty. You can use the Business Add-In definition CRM_SERVICE_CONTRACT (Business Add-In for Service Contract Determination) to include Business Add-Ins. Create an item in a business transaction in service for which automatic contract determination is activated in Customizing. contract determination runs in the following sequence: 1. • Product list The product in the business transaction item must be entered in the product list of the service contract item.In standard Customizing.

Automatic Determination of Service Contracts at Header and Item Level 1. In the detailed view of the business transaction item. If the product list does not contain any entries. The system automatically selects appropriate service contracts according to the above-mentioned criteria and displays all permitted service contract items. Manual Determination of Service Contracts Providing that you have set up manual contract determination in Customizing. service contract items that have no object list are also selected. 2. you can use a button to manually start the determination of service contracts when a new business transaction is created. the products entered in the product list belonging to the contract item are displayed as default values for copying to the business transaction. data from the service contract item is copied into the business transaction in service. During selection of a service contract item. In addition. Create a business transaction in service for which automatic contract determination is activated in Customizing. and the price agreements and SLA parameters from the service contract are also activated in the service transaction. All products that are selected and copied from the display are then automatically copied as items in the service transaction. depending on Customizing settings. 109 . depending on Customizing settings. When you save the business transaction. the current dates are redetermined. o o 3. After selecting a valid service contract item. Maintain the header data and specify the reference object. 3. You can click on the ID to go to the corresponding contract. The system only selects and offers for selection those service contract items whose object lists contain the reference object entered in the business transaction item. service contract items that have no product list are also selected. the service product that was agreed on in the contract item is proposed for copying to the service transaction.o In addition. the contract ID appears in the Service Contract and Warranty section. 4. NOTE Dates from the date profile of the transaction type are displayed in the Dates assignment block.

for example. service plan item.Object List A list belonging to a service contract item in which objects are entered. Assigning Service Contracts to Installed Bases Maintaining the object list of a service contract item. For more information. see Assigning Service Contracts to Installed Bases. see Service Contract Determination. you can display all available contract data for each installed base and check the contract assignment. the following text focuses on service contracts. and products can be used. For more information. Integration Business Transactions in Service The object list is used by business transactions in service to determine service contracts. NOTE Whether or not the object list is displayed depends on the item category that is assigned to the service product in the service contract item. the object list appears. Installed bases. For simplicity. or service contract quotation item gives you the option to display the contract services for objects or object hierarchies installed at the customer site. for example. Provided that this type of contract determination is set up in Customizing. for which the contractual services specified in the service contract item can be claimed. as elements of this object list. the item category is one that was defined for service contracts or service plans. Installed Base Management After an installed base or installed base component is entered in the object list. If. EXAMPLE 110 . objects. in installed base management. installed base components. the service contract items with an object list containing the reference object are determined when a business transaction is created.

From installed base management.You agree to a 24-hours-per-day. you see all the service contracts and service plans that exist for this installed base or component in the Service Contracts assignment block. Process In the object list. The information in the product list influences contract determination. The network installed base is entered in the object list of the contract item. In addition. you can navigate to the appropriate contract according to assignment. The system checks whether the following IDs are available in an object list: • • • • • ID of an installed base ID of an installed base component ID of an installed base built into an installed base ID of an object and the object family ID of a product NOTE You can also trigger a contract check if you have created service processes with installed bases as reference objects and set up manual contract determination. When you select an installed base or one of its components. enter the installed bases or installed base components for which the contractual services defined in the service contract item can be claimed. More Information Service Contracts and Service Plans 111 . Result The contract is assigned to one of the installed bases or installed base components entered in the object list of the service contract item. You can check whether there are contracts for installed bases or installed base components in installed base management. 7-days-per-week hotline as a service for a network installation at the customer’s site. you can also maintain a product list in each service contract item.

On one hand. However. the customer has the option of agreeing on a service contract for specific conditions with reference to the quotation. while providers can include the expected services at an early stage in their planning and get an overview of the expected costs and revenues. Service quotations are only identified as such by the system status Quotation.There you can perform analyses. it gives customers the option of getting informed about prices and delivery conditions to enable them to make decisions. A service contract quotation can be of use to both customers and providers. Prerequisites Define Quotation as Transaction Types in Customizing If you want to use contract quotations. for example. which quotations were accepted or rejected and what the reasons for this were. you must define service contract quotations as transaction types in Customizing. to evaluate. Contract quotations are business transactions in service with the leading business transaction category Service Contract.Object List Service Contract Quotations Service contract quotations are legally binding offers to a customer for the purpose of defining the services in a service contract. 112 . This function is available in CRM WebClient UI and Interaction Center WebClient. Within the validity period of a service contract quotation. Assign the leading business transaction category Service Contract. since it is not relevant for billing or controlling. Integration Quotation data is not forwarded to SAP ERP Central Component (SAP ECC). for example. it is possible to send the data to SAP NetWeaver Business Intelligence. The standard delivery contains the transaction type SCQ – Service Contract Quotation.

Complete Quotation A quotation is completed (status Completed): 113 .Make the settings in Customizing for Customer Relationship Management by choosing Basic Settings Define Transaction Types Define Default Values in Customizing . • Subsequ. maintain the fields in the screen area Quotation Data. the transaction items have the status Quotation. Activities Create Quotation You create quotations using Service Contract Quotation. the quotation items accepted by the customer are copied to the items of the new transaction. At this time. Customer Relationship Management Transactions Basic Settings Define Item Choose the required item category (in the standard delivery. Processing Here you define that the quotation should be further processed by selecting Quotation is copied to subsequent document. by choosing Categories . In the Customizing Item view. SCNQ) and then the business transaction category Sales. Accept Quotation You create a service contract as a follow-up transaction with reference to the service contract quotation. particularly the following two fields: • Relevance for Quotation If you choose Initial Quotation and enter a transaction with this item category. Transactions You maintain default values for quotations in Customizing for Customer Relationship Management (CRM).

in the system with the help of scheduling. recurring services. which can take place on the basis of time intervals or counter readings. to plan services in a better and more transparent way. You can use service plans to define and support the dates and scope of planned. more efficiently. and to schedule resources. Service plans help you to save costs resulting from unforeseen outages or breakdowns. such as regular maintenance. like personnel or materials. The service plan creates release objects. such as maintenance or creation of quotations. 114 . ahead of time. You can use a service plan to schedule and organize periodic services that occur repeatedly at certain intervals.• • After it has been copied to a service contract Following a customer rejection Service Plan Description of services and follow-up activities that are to be performed regularly. such as service orders.

into which the service contract data is automatically transferred. the regular service is established as a product. If data related to business partners and billing is to be entered for the service plan. or service orders) and also about price agreements. This item category must be assigned to the item object type Service Plan Item CRM (BUS2000148) in Customizing. a service plan item contains its own information about dates and activities for creating follow-up transactions (quotations. in which one or more service plan items was entered at the item level of the contract If a service is to be performed in the context of a service plan item. You can either use this transaction type and item category as they are. item category SPMP (Service Plan Item in Service Plan) is available for contract-independent service plans. In addition. Unlike service plans that are bound to service contracts. and they are not related to the validity period of a service contract.Structure In the service plan item. or it can be a functional enhancement of a service contract. activities. This transaction type has the leading transaction category Service Plan (BUS2000245). Integration The service plan can be a separate business process which is independent of the service contract. SAP delivers the transaction type SRMP (SAP Service Plan) in standard Customizing. For contract-independent service plans. the system generates a service order. and are valid for the entire lifetime of the object. 115 . In addition. Contract-independent service plans primarily reference the object on which the services will be performed. contract-independent service plans contain no data specific to the customer or sold-to party. or copy them and change them to meet your needs. it can be done in one of the following ways: • By linking the service plan business transaction to a valid service contract (References assignment block) • By functionally enhancing a service contract by adding a service plan.

such as interval values. assign item category SPLA (Service Plan Item) to the item.Service Plan in Service Contract You can functionally enhance a service contract by adding a service plan. 116 . This item category must be assigned to the item object type Service Plan Item CRM (BUS2000148) in Customizing. you enter one or more service plan items at item level in the service contract. To do so. and this type of service plan has a time limit. you process service plan data as service data instead of service agreements. since it ends when the service contract runs out. Prerequisites To enable processing of planned dates and service plan data. Integration At the item level. A service plan created in this way differs from an independent service plan in that data can be entered for business partners and billing.

A service plan can be a separate business transaction or a functional enhancement of a service contract. you can use the product proposal in the service contract item. Process Flow 117 . you can automate creation of the service plan items. see Product Proposal. This way. According to the way your service contract is set up.Features The service plan appears in the service contract at item level as a separate item category. For more information. in which case it appears as a separate item category of a service contract item. or you can add service plan items directly to the service contract header without the contract item in between. you can create service plan items as subitems for a service contract item. Service Plan Processing in CRM Purpose You can use this business process to create and process service plans to describe services and follow-up activities that are to be performed at regular intervals. NOTE If you want to create a service contract item with service plan items under it.

118 .

The following process runs in SAP CRM: 1. you create the objects for which or to which the services can be applied as either installed base components or objects. 9. These objects are already created and maintained in the system as objects or installed base components. the vehicles of a transport fleet) in the object list. 8. Create service plan product In the system. hotline. Alternatively. inspection). 5. Create counter If counter-based service intervals are to be considered in the service plan. you create service plan items and use them to process any other necessary data. you create a service contract. Create installed base or object In installed base management. maintenance. 6. 10. assign a counter to the relevant objects. Assign counter If counter-based intervals are to be considered. Maintain object list You maintain the object list in the service plan item. Create service interval You create service intervals and service interval templates in the system. 119 . You enter the objects that are relevant for service planning (for example. Maintain service interval data You assign a service interval and enter the necessary data. Create service contract or service plan If the service plan should contain a reference to a service contract. the system has already automatically copied this assignment. you create the periodic services that should be agreed upon in the service plan items as products of type Service (for example. Create service order template You create a service order template in the system. Service intervals define how often periodic services should be performed. If a counter was assigned to the reference product of an object. 4. you create counters in the system. you can create a service plan as a separate business transaction that is independent of any service contract and refers to the object to which the periodic services are to be applied. 7. Assign service order template Assign a service order template. Create service plan items In the service plan. in which you enter periodic services (services that are performed at regular intervals). 3. or service orders). A service plan item contains its own information about dates and actions for creating followup documents (quotations. activities. 2. 11. Service plan items with the individual services are created in the service contract as subitems of the service contract item.

according to the validity period of the contract. Run simulation for service plan You execute a service plan simulation. service parts) required for each service order. 15. Assign service contract to service plan item For contract-independent service plans. you can assign a service contract to a service plan item.and counter-based SAP CRM supports service intervals with the following service plan types: • • • Cyclical One-time Alternating 120 . 14. Release service plan You release the service plan. EXAMPLE For example.12.000 miles Every year on August 1 Every 1000 flight hours SAP CRM supports service intervals for the following service plan types: • • • Time-based Counter-based Time. you create a service order. 13. and to calculate the workload for a predefined period. regular maintenance can be carried out: • • • • Every 6 months Every 10. The simulation provides you with a list of future service orders and enables you to determine the resources (service employees. Create service order on planned release dates On planned release dates. Service Intervals You use service intervals to establish at which intervals a periodic service should be carried out.

all service plan types and scheduling types can be combined with one another.• Fixed values In this way. Features You can determine the following attributes when you edit service plan data: 1. or the number of products made.000 miles) or fixed values (for example. if a service should always be carried out on the 15th of a month or annually on July 1. Scheduling type For more information.000 copies. it is possible to combine timebased and counter-based service intervals (for example. if a service should be carried out when the counter readings are 15.000) can be taken into account. if a car should be serviced every 15. o Time-based and counter-based In the case of time-based and counter-based service plans. The following types are supported: o Time-based In the case of time-based service plans.) o Counter-based The counter-based service plans refer to a service interval based on counter readings. see Scheduling Type. Service plan type The service plan type indicates the sequence in which the service intervals should take place. Either certain intervals (for example. if a photocopier should be serviced every 50. hours in service.) 2. 121 . such as miles driven.000 and 50. but no later than every 2 months. a time interval can refer to the following: Calendar units (for example. if a service should be carried out monthly or every 6 months) Fixed dates (for example.

then the service intervals are processed in the sequence established by the interval number. which can be identified by interval numbers. then the service interval that leads to the earliest planned date is used to calculate the planned date. Interval value with time unit or counter unit (unit of measurement) 5.3. Service order template 6. The interval numbers are linked logically by means of an and. According to the scheduling type. Define Date Types. o In the case of alternating scheduling If a service plan contains several service intervals. Number of a service interval You can record several different service intervals. the service interval number can influence the scheduling as follows: o In the case of cyclical scheduling If several service intervals are in one service plan. The interval numbers are linked logically by means of an or. in a service plan item. 4. then the service intervals are processed in the sequence established by the interval number. the process is repeated again with the service interval with the lowest interval number. o In the case of one-time scheduling or scheduling with fixed values If a service plan contains several service intervals. The interval numbers are linked logically by means of an and. Dates NOTE The appointment rules displayed in the Appointments assignment block are determined in Customizing under Customer Relationship Management Basic Functions Date Management . Underlying counter in the case of counter-based intervals 7. after the service interval with the highest interval number is reached. Duration Types. Unlike one-time scheduling or scheduling with fixed values. and Date Rules 122 .

For more information. EXAMPLE The service plan car inspection is cyclical. You can also use service interval templates for service intervals that you use frequently. The next planned date is determined based on the last planned date and the service interval. based on time intervals. This should take place annually. An inspection is entered in service interval 10. see Templates for Service Intervals. Scheduling Type Controls the calculation of the planned dates in the service interval. Based on either the start of the service plan or the date on which the inspection was carried out.Select the Date Rules view. the system calculates the new 123 . The following scheduling types are supported: Cyclical Scheduling The service is repeated at fixed intervals. Activities You define service intervals in service plan items when you edit service plan data.

which should take place after 10.000 copies have been made. The photocopier can still be used until it is serviced. The cleaning of the photocopier. This should take place after 200. It ends automatically with the end of the last service interval. based on counter readings. but is rather carried out after a prescribed service interval has passed. Each service interval is taken into account only once for the scheduling. an appropriate service order is created. After the relevant counter readings have been reached. The replacement of the heating unit is entered in service interval 20.000 copies have been made. One-Time Scheduling The service is not repeated cyclically. EXAMPLE The service plan photocopier maintenance is a one-time service. but rather on the basis of the start of the planning. Scheduling is not carried out on the basis of the last planned date.planned date and creates a corresponding service order for this date. 124 . is entered in service interval 10.

000 miles. Alternating Scheduling Scheduling takes place in the same way as the one-time scheduling. The photocopier can be used again only after it has been serviced.000 miles. based on counter readings. This should take place when the vehicle was driven 50. EXAMPLE As in the case of the one-time scheduling example above. with the difference being that in the case of alternating scheduling. 125 . A major inspection is entered in service interval 20. the cycle starts again with the first interval. EXAMPLE The service plan inspection is alternating. the planned date is not calculated on the basis of an interval. with the difference being that in the case of scheduling with fixed values. a service order is created when the counter reading in question is reached. but rather on the basis of predefined fixed values. This should take place when the vehicle was driven 30. After the last interval has been completed. An oil and brakes check is entered in service interval 10. the different service intervals are completed one after the other.Scheduling with Fixed Values Scheduling takes place in the same way as one-time scheduling.

126 .The inspections should take place alternately. you assign the templates to the service products that should be used as services in the service plan. When you create a service plan item and choose a service product. which are reference products for the services in service plans. with the values in the template for the attributes being transferred to the service plan item. In the product master. the system deletes the service interval template assigned to the service product accordingly. You can specify the following attributes: • • • • • • • Service plan type Scheduling type Service interval number Interval value Time unit Counter attribute Transaction template Features You assign service interval templates in the product master to the service products. Templates for Service Intervals You can create templates for service intervals and predefine most of the attributes in the template.

under Service Interval Templates . and a time-based and counterbased service plan type. You should choose a cyclical scheduling type for the interval template. You determine the values for the attributes in the set type Service Intervals. and determine the service plan type and scheduling type of the service intervals belonging to the template. Service Maintain First. Thus. You should then define the following service intervals: 127 . enter a key with a description for identifying the interval template. • • • • Interval Value Time Unit Counter Attribute Transaction Template NOTE The selection of the service plan type determines the display of the fields Time Unit and Counter Attribute. as well as an interval 20 for a major inspection every 50. After saving the service interval template. In the subsequent service plan. you can assign it to a service product for service plans in the product master. for example. Example You create a service interval template Template for car inspections in the transaction Maintain Service Interval Templates. Then maintain the individual service intervals of the template. The set type Service Plan is available to you for this purpose when you process service products.Activities You maintain service interval templates on the SAP Easy Access screen. an interval 10 should be entered for a minor inspection to take place every 3 months.000 miles. including the service interval number. only the field Time Unit is displayed in the case of a time-based service plan type.

by choosing Settings Define Item Categories o o Customer Relationship Management Transactions Basic and proceed as follows: Choose the item category intended for the service plan items. such as a service order or contract quotation. or service orders. Prerequisites • • You have created and maintained interval templates in the system. NOTE The Interval Template field is hidden in the standard delivery. You have assigned a date profile and date rules in Customizing to the item category that you use for service plans. Using date rules (scheduling rules). 128 . To do this. The release dates are the dates on which the system creates corresponding release objects. the release dates can be derived from the planned dates. for the services defined in the service plan. Choose the date profile in the detail screen of the view Definition of Item Categories. such as quotations. Scheduling and Generating Follow-Up Transactions The system calculates the planned dates.000 Counter attribute: Miles You choose Services and the service product Inspection and enter the ID in the Interval Template field in the General Data assignment block. that is. make settings in Customizing for Customer Relationship Management (CRM).Interval number 10 with the following values: • • Interval value: 3 Time unit: Months Interval number 20 with the following values: • • Interval value: 50. activities. the dates on which a service should be carried out.

the service employee can confirm and process the transaction. when a transaction is automatically generated in the system and is visible to the service employee. Planned dates can be determined for counter-dependent scheduling by means of a consumption prediction or a calculated consumption value. where you can define the date rules for timebased and counter-based service intervals. on the basis of the interval templates that you establish in the service plan item. since the date rule Current Date is assigned by default to the date type Planning Start in Customizing. on the one hand. that is. You can display and edit the scheduling rule in the service plan item in the Interval: Details assignment block. the calculation takes date profiles and date rules (scheduling rules) into account. The date on which a follow-up transaction is created before the planned date is defined by the date type Release Date. The planned date is calculated on the basis of the start of planning. you can determine when the release date is. allows the interaction of the dates and actions of the individual service plan items to be monitored. Release Date Follow-up transactions can be created before the planned date. the planned date is calculated using the service interval that was defined in the service plan. On the other hand. Using an established interim period.o Choose Service Contract in the view Assignment of Business Transaction Categories and then change to the view Customizing Item. As soon as the transaction has been generated in the system. Features Planned Date The system calculates the planned date. 129 . which can be carried out either manually or automatically. For time-dependent scheduling. Generating the Transactions The Post Processing Framework in CRM. This is by default the current date when the service plan item is created. as well as the generation of the follow-up transactions. and on the basis of the interval values defined in the interval template.

such as price agreements. If more complex services are to be used on a planned date. you can create separate actions with schedule and start conditions. such as a service order template. The planned dates are recalculated in the service plan and the service plan is updated accordingly. The Post Processing Framework in CRM The Post Processing Framework (PPF) is an SAP basic technology that is used in SAP CRM to schedule and process actions and outputs with an application document (such as a contract or an activity). or in the contract during the maintenance of a service plan item. Features The PPF provides the following functions: • • • • Determination of actions and messages Merging of actions found Media for processing actions User interface for the Customizing of action templates. You can assign a business transaction template to a service interval either within a service interval template. and generates the follow-up transactions.A background job can be set up for the automatic monitoring that checks at regular intervals whether all the scheduled actions comply with the start condition. then you can predefine a business transaction template that contains the detailed services and their scope. including determination and merge technologies and also processing media 130 . can be imported from the service contract. The data from the service plan item is first copied to the item of the new business transaction in the service during the generation of the follow-up transactions. Additional data. In SAP CRM. if necessary. for transaction type. You can adjust the settings to meet your requirements. Integration The PPF provides basic functions for the settings that are supplied with default settings by the relevant application.

000 hours in service or every 50. such as every 1.000 copies in one month). • In Customizing. Prerequisites • In the system. Proceed as follows: 131 . 300 miles per day or 10. you have created counters and for each counter you have entered planned values as well as periods for the planned values (for example. a counter monitors the wear and tear on an object. The planned date of a service can be determined using the counter reading and a usage estimation that is established for the counter.• User interface for the Customizing of conditions. Scheduling for Counter-Based Service Intervals When using counter-based service intervals. A background job is made up of background tasks. The service is carried out when the counter of the reference object displays a certain reading. see Counters. For more information. when determination using conditions is used More Information Post Processing Framework (BC-SRV-GBT) background job (BC-ABA) ABAP Runtime Environment (BC-ABA) Job through which one or more ABAP programs are started in background processing. or the usage or reduction of a supply. Make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories .000 copies. you have defined whether counters and counter readings can be displayed and edited in service plan items.

In assignment block Counters and Readings. NOTE • • The counter information is also automatically transferred to the service plan item when you choose a service from the product proposal. To activate automatic counter acceptance. If you use the latter option. Otherwise the system creates release objects (such as service orders) on the basis of the estimated annual performance. 3. the counter information is accepted immediately. Choose the item category intended for service plan items. choose Proposal from Ref. are displayed in a separate dialog box for selection. The release date is calculated again on the basis of the updated counter reading and is arranged for later in this case. 132 . EXAMPLE For a certain pump. a maintenance activity must be carried out every 100 hours that the pump is in service. You then reschedule the service plan. you can enter counters manually or accept the proposals made by the system. • You record the current counter reading regularly and enter it as a visible value. In order to prevent service orders being generated before they are needed. Objects. even if it has not changed. enter the new total counter reading in the system. Select the Customizing Item view and choose Activate Counter. without a dialog box appearing. Choose the entry Service Contract in the view Assignment of Business Transaction Categories. Process • You have assigned counters in Installed Base Management for the installed base component for which the service should be provided. the counters assigned to the reference objects. 2.1. The release date that was calculated during the scheduling of the service plan has almost been reached. You enter the installed base component as a reference object in the object list when creating the service plan item. although the counter reading has actually not yet been reached. as well as the relevant counter information. but the counter reading of the pump shows only 50 hours in service because the pump is temporarily not in use. If only one counter is assigned to the reference object.

For example. you can make a setting for all the service plans for the upcoming month to be simulated at the start of every month. When 48. 2. and to calculate the workload for a predefined period. Simulating Service Plans Simulation of service plans or service contracts provides you with a list of future service orders and enables you to determine the resources (service employees.000 liters of water should have flowed through the pump. or only the service plans of a certain customer for a defined period.000 liters of water have flowed through the pump. 5. If it is established that the water flows faster or slower than estimated. leaving him enough time for resource planning. the system calculates the planned date by which 50. for example. Service plans can be simulated for a short-term period (such as the upcoming week or month). 4. the service representative can then check the pump precisely when 50. When the service plan item is created. the release date is reached and the system creates a service order with the data from the service plan. simulate all existing service plans. you can fix a time for the start of the simulation. On this planned date. The pump appears in the system as an installation component and has a counter that measures the flow of water in liters. Over time. service parts) required for each service order. In addition. you have created service plans or service contracts with service plan items. Since the system has created the service order punctually. the service manager must adapt the planned dates accordingly. 6. The service manager has defined the release date so that it falls before the planned date. a service representative should check the gaskets. or also for a long-term period (such as the entire lifecycle of a service plan). The system then calculates the release date on which the service order is created. It is established in a service plan for a pump that the gaskets should be checked after 50.000 liters of water have flowed through the pump. You can also. the service representative records the counter readings of the pump at regular intervals and enters them as visible values in the service plan.Example 1.500 liters of water have flowed through the pump. 3. 133 . Prerequisites • In the system.

134 . Service Contract Determination You can use this function to define whether the system should search for and display existing service contracts when business transactions are created. but they can be read and evaluated for business purposes without the data having to be transferred to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) first for analysis. and then start the simulation. If you set the Early No. virtual service orders are created using existing service plans and their date rules. You can restrict the simulation according to your requirements by entering selection criteria. and the indicator is in screen area Transaction Numbering. you have defined whether transaction IDs should be assigned to the simulated service orders. Assgt indicator. These virtual service orders are displayed in the list together with additional information. SAP supplies predefined queries for analyzing the simulated data in SAP NetWeaver BI. You can then start a report in which the system selects the relevant service plans using these criteria. you see transaction IDs in the simulation result list. Choose a transaction type in the dialog Definition of transaction types. you select those that should be taken into account for the simulation. If necessary. Result During the simulation. The virtual service orders cannot be stored in SAP CRM. more detailed analyses. you can send the data forecast during the simulation to SAP NetWeaver BI to perform further.• In Customizing for the transaction type. You can set this indicator in Customizing for Customer Relationship Management by choosing Transaction Types Transactions Basic Settings Define . such as information about the required resources and products. From the list of these service plans. Process You start a simulation on the Service Plan Simulation page. You can also start the simulation from a service plan item from assignment block Service Orders. or to compare current and planned service data.

Service Confirmation or Sales as the leading transaction category.Prerequisites Transaction Type You have made settings in Customizing that define how contract determination should occur for the following transaction types: service order. You make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories and using indicators Filter Contract Item by Object List and Filter Contract Item by Product List. if you have chosen Complaint. you have defined whether the system should also find contract items whose object list or product list is empty when an item is created in one of the business transactions listed above. For more information about these settings. You make these settings in Customizing for Customer Relationship Management by choosing Define Transaction Types settings: • • • • Transactions Basic Settings and using the Contract Determ indicator. You can make the following No contract determination Manual contract determination Only at item level (setting in standard SAP Customizing) Contract determination at header and item level The Contract Determ. field only appears in the detailed display for definition of the transaction type. For more information about these settings. Item Category In Customizing for the contract item category. see Customizing for item categories in the field help (F1) for both of these fields. Service Process. 135 . You have set the copying control for both the transaction types and for the item categories in Customizing. service confirmation. see Customizing for transaction types in the field help (F1) for field Contract Determ. You can see these indicators by choosing an item category with business transaction category Service Contract and then choosing Customizing Item. and complaint.

136 . the system determines service contracts based on the following selection criteria: • Sold-to party The sold-to party in the service contract and in the business transaction must be identical. or that have an empty object list for the service contract item. Contracts are found that have reference objects entered for the business transaction item in the object list of the service contract item. • Status The status of the service contract item must be Released. • Service organization If a service organization is entered in the service contract. • Object list In standard Customizing. contract determination runs in the following sequence: 1.SAP standard Customizing includes contracts with empty product lists and object lists in the search results. it must be identical to the one in the business transaction. Features When you create a business transaction in service with a transaction type for which contract determination is activated in Customizing. • Validity The date in the Requested Start field in the business transaction must lie within the validity period of the service contract item. • Sales organization and distribution channel The sales organization and the distribution channel in the service contract and in the business transaction must be identical.

depending on Customizing settings. If the reference object was not entered in either the business transaction item or in the business transaction header. After the system has determined valid service contracts. The system selects appropriate service contracts according to the above-mentioned criteria and displays all permitted service contract items. depending on Customizing settings. service contract items that have no object list are also selected. NOTE o The system only selects and offers for selection those service contract items whose product lists contain the product entered in the business transaction item. In addition. which you can use to provide your own selection criteria or to limit the selection criteria (see above) delivered by SAP. o o o 137 . Create an item in a business transaction in service for which automatic contract determination is activated in Customizing. it automatically copies the contract data to the business transaction in service. see Service and Product List. service contract items with empty object lists are found. or the product list of the service contract item can be empty.2. 3. or you are prompted to select a contract for copying from a list. • Product list The product in the business transaction item must be entered in the product list of the service contract item. You can use the Business Add-In definition CRM_SERVICE_CONTRACT (Business Add-In for Service Contract Determination) to include Business Add-Ins. or that have an empty object list for the service contract item. service contract items that have no product list are also selected. The system only selects and offers for selection those service contract items whose object lists contain the reference object entered in the business transaction item. If no reference objects were entered for the business transaction item. contracts are found that have the reference object for the business transaction header entered in the object list of the service contract item. 2. In addition. For more information. Activities Automatic Determination of Service Contracts at Item Level 1.

the service product that was agreed on in the contract item is proposed for copying to the service transaction. Maintain the header data and specify the reference object. Automatic Determination of Service Contracts at Header and Item Level 1. Create a business transaction in service for which automatic contract determination is activated in Customizing. 3. During selection of a service contract item. If the product list does not contain any entries. When you save the business transaction. NOTE Dates from the date profile of the transaction type are displayed in the Dates assignment block. 4. You can use the revenue recognition function to fulfill this requirement by separating revenue recognition from the billing process. After selecting a valid service contract item. and the price agreements and SLA parameters from the service contract are also activated in the service transaction. Manual Determination of Service Contracts Providing that you have set up manual contract determination in Customizing. 2. You can click on the ID to go to the corresponding contract. the contract ID appears in the Service Contract and Warranty section. All products that are selected and copied from the display are then automatically copied as items in the service transaction. 138 . the current dates are redetermined. Revenue Recognition for Service Contracts with SAP ECC Integration Many companies require period-based accrual calculation of revenues. The system automatically selects appropriate service contracts according to the above-mentioned criteria and displays all permitted service contract items. This means that revenue must be realized in the posting period in which the service was rendered rather than in the posting period in which the billing document was created. In the detailed view of the business transaction item. you can use a button to manually start the determination of service contracts when a new business transaction is created.3. the products entered in the product list belonging to the contract item are displayed as default values for copying to the business transaction. data from the service contract item is copied into the business transaction in service.

Events are releases that are reflected as service orders or service confirmations. Revenue recognition controls how much revenue is to be reported in which posting period. Revenue recognition allows you to post revenue to the financial accounting component in SAP ECC independent of billing documents. In this way. and service confirmation SAP ECC financial accounting (FI) for posting to general ledger accounts The data flow between the two systems is illustrated as follows: 139 . Time-based (periodic) revenue recognition means that the revenue of a sale is distributed and posted evenly over the entire contract term. This type of posting occurs without a revenue recognition process. Once again.The automatic transfer of data from business processes in SAP CRM Service into an SAP ERP Central Component (SAP ECC) internal order makes it possible for you to use results analysis in SAP ECC. during. For this process. Revenues can be realized on a periodic basis or on the basis of individual events: • Standard revenue recognition means that billing documents are posted directly to a revenue account. CAUTION Revenue recognition in SAP CRM is applied to service contracts in SAP CRM and technically has nothing to do with revenue recognition in the sales and distribution (SD) component of SAP ECC. Integration Revenue recognition involves various components: • • SAP CRM for creating the service contract. • • Service-based revenue recognition (value/quantity contracts with a target quantity) means that the revenue is realized based on an event. which are normally posted to revenue accounts. the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step. or after the actual billing. the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step. service order. Technically. results analysis is used in SAP ECC component CO-PC. revenues can be posted before.

• 140 .Prerequisite You have completed Customizing for Revenue Recognition with SAP ECC Integration. Features Service-Related Revenue Recognition (Value Contract) The following values are determined in SAP CRM and transferred to SAP ECC: • • • Target value from the service contract items Contract start date and contract end date Release values from service orders The following calculations are done in SAP ECC: • Accrual quantity per posting period in percent (degree of revenue recognition) = Release value per posting period / target value * 100 Realized revenue per period = Accrual quantity per posting period in percent * Planned revenue The planned revenue is equal to the target value.

Time-Based Revenue Recognition The following values are determined in SAP CRM and transferred to SAP ECC: • • Contract start date and contract end date Sum of billing request items The following calculations are done in SAP ECC: • Accrual quantity per posting period in percent (degree of revenue recognition) = 100 / Number of posting periods Realized revenue per period = Accrual quantity per posting period in percent * Planned revenue The planned revenue is equal to the sum of the billing request items. • 141 .

use IMG activity Customer Relationship .Activities SAP CRM automatically transfers the necessary data to SAP ECC. Customizing for Revenue Recognition with SAP ECC Integration You want to use the calculation of profits in SAP ECC component CO-PC. The following document describes the settings that you must make in the implementation guide (IMG) of SAP CRM and SAP ECC to use revenue recognition in SAP ECC. Activities Customizing in SAP CRM • Revenue recognition for a value contract with a target value is service-related. To define the type of revenue recognition. for other contracts revenue recognition is time-related. Management Transactions Basic Settings Define Transaction Types 142 .

Transactions Basic Settings Define Item Categories For item category SAP Standard Service Contract Item (standard Customizing: SCN).If revenue recognition is to be service-related. A condition type is required to determine the revenue account. Customizing in SAP ECC • Define the controlling type and controlling level for the CRM transaction type for the service contract. To do this. Settings Define Item Categories Choose Customizing Item for the business transaction category Sales and choose an appropriate value in the Revenue Recognition Category field in the contract data screen area. it is used to calculate planned revenue. select single-object controlling so that each service contract item can be assigned to an internal order and the accrual quantity for each item can be saved. For more information. This condition type is used to determine the revenue account. see the field help (F1) for this field. • If a target value exists in a service contract. select C in the Quantity/Value Contract field for the transaction type Service Contract. use IMG activity Customer Relationship Management . Use the activity: Integration with Other SAP Components Customer Relationship . The leading transaction type is the service contract. and Scenarios At item level. • Use the revenue recognition category to define how revenue is recognized over the contract duration for CRM service contract items with a periodic billing plan. Level. Relevance field. Management Settings for Service Processing Controlling Integration Establish Controlling Type. 143 . leave the field blank. In the same IMG activity. choose a billing-relevant entry in the Bill. choose an appropriate condition type in the Condition Type field for business transaction category Sales. To define the revenue account. Otherwise. use IMG activity Customer Relationship Management Transactions Basic .

together with the quantity base C. the Quantity-Based POC Method. The appropriate results analysis method is 05.o Create a record for the CRM transaction type Service Contract with: Leadng BT Type <Transaction type for service contract> Controlling Type Single-Object Controlling Controlling Level Item o Assign a controlling scenario that contains a results analysis key and a costing variant. in line with the code in the customer enhancement. This enables any changes to the planned revenues by period to be used for the evaluation. As a unit for the statistical key figure. o o If the percentage of completion is only to be used for revenue recognition and the costs are not to be accrued: 144 . The planned revenue is transferred to allow the period split to document the changes to the planned revenue. you could select %. If you want to enable this: o o Review SAP Note 712930 Create a customer enhancement project for customer enhancement 2 of the results analysis. This determines the percentage of completion from the values of the statistical key figure ABGMNG. To enable this. select the valuation basis 0 (number zero) or another number between 1 and 9. The costing variant is necessary to calculate and save the planned revenue for the internal order. This key figure in SAP ECC is updated by period from SAP CRM. use the IMG activities under: Product Cost by Sales Order Period-End Closing Results Analysis . • Define Customizing for results analysis: For Customizing for the results analysis. according to SAP Note 26957 Enter program code in customer enhancement 2 as described in SAP Note 1019177 In the valuation method. The results analysis key is saved in the internal order and is required for the analysis of results. for example. you must create the statistical key figure ABGMNG from key figure category totals values in SAP ECC. SAP Customizing Implementation Guide Controlling Product Cost Controlling Cost Object Controlling Revenue recognition for CRM service contracts copies the percentage of completion from the CRM service contract.

see Usage Determination. right through to billing. Volume determination can occur in many different ways. o o o Usage-Based Service Contract Management You can use this process to manage service contracts depending on quantity used. In usage-based service contract management. You can use this method to bill your customers for services with a certain usage volume (of copies. or quantities that are included with the service flat rate. you specify the quantities to be used in the service contract and define corresponding conditions. You can use pool contracts to periodically recalculate the usage of all assigned contracts (single pool contracts) or run consumption billing for all assigned contracts in the pool contract (aggregate contract). for example) after you have defined a service contract. You can specify credits. according to SAP Note 198983 Enter program code in customer enhancement 7 as described in SAP Note 1019177. You can bill the service contract separately from usagebased billing. This allows you as the service provider to react more flexibly to customer demands while reducing costs for the end customer. For more information. Usage-based billing occurs on a periodic basis. from creating a service quotation and contract. Review SAP Note 495279 Create a customer enhancement project for customer enhancement 7 of the results analysis. You can link various contracts together with a pool contract for pricing and billing purposes in usagebased billing. entering and calculating the usage volume using counters and readings.o Assign the line IDs for the costs in Customizing for results analysis for the update to the category D. You can model the entire process of usage-based service contract management in SAP CRM. 145 .

Billing request items are automatically created for billable contract items and are transferred to the billing due list. You can then perform billing. Select the feature Usage-Based Billing. You have defined the billing item categories that you want to use for usage-based billing. Usage-based billing is scheduled in a billing plan. as defined in service contracts. but the usage-based component quarterly. • You have activated the Business Configuration (BC) set CRM_UBB_BILLING (you do this using transaction SCPR20). Prerequisites • You have activated usage-based billing in Customizing for Customer Relationship Management. several different billing plans are available. and assigned them to the relevant transaction types and item categories • 146 . and save your settings.For example. Prerequisites You have made the settings in Customizing for Customer Relationship Management (CRM) under Usage-Based Service Contract Processing Process Usage-based service contract management is made up of the following process areas: • • • • . if customers pay the contractual services monthly. For information on the standard billing functions. Usage-Based Service Contract Processing Pool Linkage Usage Determination Usage-Based Billing Usage-Based Billing You use the standard billing functions in SAP CRM to create customer invoices to bill for usage. see Billing. by choosing Billing Configure Application .

Generates billing due list items Pool Linkage You can link different contracts with a pool contract in usage-based service contract management. You use a change process within a single contract to create a link to a pool contract. Updates the credit overview 5. You need to release a single contract or the main item of a pool contract before prebilling can take place. When you create a link. Prebilling has taken place. If conditions change. The periods may not overlap. Calculates prices 2. A contract can only be linked with one pool contract within any given time segment. which means you can link a contract with different pool contracts in different time segments. Prebilling must. You can define the pool linkage either before or after inception of the single contract. by choosing Category Determination Assign Item Categories • Billing Item . Releases the billing request items 6. you can define a new pool linkage with a different contract to reflect these changed conditions. To link the contract with a pool contract. The pool linkage must be active in order to bill the contracts through the pool contract. Prebilling does the following: 1. therefore. Transfers costs and revenues to accounting 4. A pool linkage is always time-specific. all existing pool linkages are taken into account automatically. When you bill a pool contract. for example. You can also move the start date of the link forwards or backwards. Performs pool redistribution for pool contracts 3. Billing is based on the values calculated during prebilling. the system activates this link until December 31. have taken place in order that the system can transfer billing request items to the billing due list. The system always sets an unlimited validity period for the last active pool linkage that was created. 9999. you can move the end date to an earlier date by using the change process Change Pool Linkage. 147 .You do this in Customizing for Customer Relationship Management.

You can use pool contracts to perform the following actions: • Automatic termination of all linked contracts at the end of the pool contract You find action definition UBB: UNASSIGN TO CONTRACT END in action profile UBB: Pool Contract Item (UBB_POOL_ITEM). You can use pool contracts to execute the following change processes: • Collective Termination of Pool Linkage All linked contracts are terminated from the pool contract. If the end date of a pool linkage falls chronologically after the termination date that you entered in assignment block Change Process Parameters in the Valid To field. You have saved the pool contract before you create the link. If just one linked contract is currently blocked. Since the change process Collective Termination of Pool Linkage affects all linked contracts. you can only execute this change process when it can be executed for all linked contracts. the system moves the end date of the linkage until it is the same as the termination date. the system cancels this link. for example. • Change Billing Plan Periodicity for Pool Contracts If you change the periodicity of the billing plan. If a pool link falls after the termination date. the periodicity of the linked contracts is changed automatically. Prerequisites • • • You have created a single contract and a pool contract. Features The following link functions are available: 148 . you cannot execute this change process.

You do not change the pool contract type. Cancel When you cancel a pool linkage –for example. You can link the pool manually or use a rule-based pool linkage. Change Please Note You can only change a pool linkage when the existing pool linkage is active and there are no relevant billed periods as of the execution date. a pool redistribution plan only exists as long as the single contract belongs to a pool contract. A change process can also cancel the pool linkage. Status Display The different functions assign different status values to the pool linkages: 149 . Maintaining the Pool Linkage The following processing options are available: Processing Description You change pool linkages when you change the start date or end date in case of a termination. When you create a pool linkage. In other words. The system only bills the usage volume using the pool contract. If the contract or pool contract expires. if the wrong copying machine was specified – You can only cancel a pool linkage the system restores the original status of the when the existing pool linkage is single contract and the pool contract. however. The handling is identical for single pool contracts and aggregate contracts.Creating the Pool Linkage You can create the linkage before or after you release the contract. active and there are no relevant billed periods as of the execution date. The pool redistribution plan ends on the termination date of the pool linkage. NOTE The system cancels the pool linkage automatically on the end date of the linked single contract. the linkage is cancelled automatically. the system accrues the billing periods. It continues to bill the flat rate through the single contract. The system generates a pool redistribution plan starting with the linkage date and the periodicity of the billing plan for the pool contract.

Example A copy shop has 20 copying machines and wants to lease another one. The flat rate is billed through the single contract. Changed You have changed the date information for a pool linkage. One year later. see Usage Recording with Counter Readings. however. you want to cancel the linkage of the single contract to this pool contract at the end of the month and then link it with a different aggregate contract that has different price conditions. As a result. you need to determine the relevant usage volume. Usage billing is not performed through the aggregate contract until a new linkage with another aggregate contract is defined. The link is not canceled. The pool redistribution plan exists as long as the contract belongs to the aggregate contract. Indirect You have created a rule-based pool linkage.Status Description Active You have created a pool linkage between a single contract and a pool contract. Usage Determination To bill your customers for usage. it is billed through the aggregate contract. Instead. which means it does not have a defined end date. the single contract is used for usage billing after the linkage is canceled. At the same time. You prepare the single contract and link it with the aggregate contract (rule-based linkage). section “Integration”. • By importing readings from outside your SAP CRM system For more information. see Counters and Readings. Canceled You have canceled the pool linkage. You can do this as follows: • By entering readings on the Counters or Readings pages For more information. 150 . you install the copying machine at the copy shop. You bill the usage of the new machine using the existing aggregate contract that is used to manage the other 20 copying machines.

you have specified an estimation sequence in the Control Data assignment block. Usage values are shown in the usage overview. if necessary. If you enter readings in the usage overview. which collects all the usage-related information required to bill the service contract. A usage overview is available for each service contract item as a separate assignment block. under Usage-Based Service Contract Processing Usage Recording . If no reading has been entered for a billing period.• By estimating usage You can set up estimation procedures to estimate usage during period-end closing if no billingrelevant reading takes place within a certain period (see “Prerequisites” below). rather than doing this in the usage overview. in the section o Usage-Based Service Contract Processing Usage Recording: . You do this in the activity Define Estimation Sequences. RECOMMENDATION We recommend that you use Counters or Readings pages to enter readings. and. Defined estimation procedures in the activities Define Estimation Procedures and Business Add-Ins (BAdIs) BAdI: Define Estimation Procedures Defined estimation sequences to determine which estimation procedures are used and in which order. Prerequisites Usage Estimation • You have made the following settings in Customizing for Customer Relationship Management. and readings are subsequently recorded for the same period on the Counters or Readings pages. your entries in the usage overview are overwritten. o • For each contract item. made changes to meet your business requirements: 151 . Usage Overview • You have checked the following Business Add-Ins in Customizing for Customer Relationship Management. you can enter readings directly in the usage overview.

EXAMPLE Usage Data (Not Yet Visible in Usage Overview) Settlement Usage Reading Last End Date Function Value Reading Usage 2007–04– 2007–04–01 30 1 None 320 None 2007–04– 2007–04–01 30 2 None 50 None 2007–05– 2007–05–01 31 1 None None None 2007–05– 2007–05–01 31 2 None None None 2007–06– 2007–06–01 30 1 1300 None 880 2007–06– 2007–06–01 30 2 160 None Not yet calculated Usage Overview After Merging of Entries Settlement Usage Reading Last Settlement Start Date End Date Function Value Reading Usage 2007–06– 2007–04–01 30 1 1300 320 980 2007–06– 2007–04–01 30 2 160 50 110 Settlement Start Date 152 .o Definition of how the system identifies which readings are valid for billing and are. the entries for the two periods are automatically merged in the usage overview. If you cancel the billing-relevant reading at the end of the last period. therefore. you have specified the validation rule for readings (if required). included in the usage overview (activities Define Validation Rules for Usage and ) Business Add-Ins (BAdIs) BAdI: Define Item Processing in the Usage Overview o Definition of checks that the system performs when a new reading is received or the system has to choose between multiple readings for the same settlement period (activity Business Add-Ins (BAdIs) BAdI: Check Usage of Readings in Usage Overview ) • For each contract item. the system reverses the merging of the periods. in the Control Data assignment block. Features Merging of Usage Overview Entries If no billing-relevant readings are available for a particular settlement period and a billing-relevant reading is received for a subsequent settlement period.

• Changes the settlement period end date so that the action can be scheduled for the next period The actual period-end closing date and the date on which the system executes scheduled period-end closing are shown in the service contract. Period-end closing also has an influence on the reading reminder date. or bill the period. in the Dates assignment block. 153 . and subsequent billing. A valid contract is a prerequisite for recording usage. you create a contract in the system (the creation process is also called contract inception). calculating the usage volume. if no billing-relevant readings are available in the usage overview of a service contract at the end of the period: • Triggers usage estimation.Period-End Closing Period-end closing is an action that does the following for an item. you cannot release the item in the contract. Usage-Based Service Contract Processing You calculate a quotation for a service for a potential customer based on a specific request from that customer. NOTE • • You cannot omit individual periods from period-end closing. You must process periods in chronological order. If the customer accepts the quotation. if estimation is permitted NOTE If no estimation takes place. Process The following business process runs in SAP CRM: 1. You create and maintain the parameters for the Service Level Agreements.

you can group services and service parts in a service package which you can then offer as a service product. In the service contract. Costs and revenues are posted to the controlling object. 8. You create quotation items. Note that price agreements in items take precedence over prices defined in the contract header. You make changes to the usage-based service contract. A controlling object is created for the service contract in financial accounting. 6. The system generates a billing plan. In the object list. The system generates billing request items. You create a service contract quotation. 5. Installed bases. You maintain the product list in which you define the services and service parts that can be claimed within the context of service order management with reference to a service contract. You maintain price agreements in quotation items. create a usage-based service contract as a follow-up transaction from the quotation. you enter the objects for which the service product agreed in upon the quotation item can be claimed.2. or an existing controlling object is assigned to the service contract. 12. The contract defines the services and specific conditions for the usage volume. 3. The system determines the data for generating these attachments by using the product master data Device Class and Residual Value Curve. 4. Single Contract (Usage-Based Service Contract) A service contract that also includes an agreement for the usage volume. 14. 11. installed base components. If a customer accepts the service contract quotation. 10. the system generates attachments. 13. and products can be used as elements of this object list. 154 . In the case of leases. You maintain the object list. The system runs revenue recognition for the usage-based service contract. 7. You send the contract quotation to the customer. 9. The system activates the usage-based service contract.

The control data required to manage usage-based billing. When you bill usage volumes and flat rates. A credit overview for updating the billed volumes and values is integrated in the contract. based on all linked single contracts. For more information. If the number of copies made exceeds the included number. Integration You can link single contracts with pool contracts. and which shows usage. such as controls for pricing and readings. A physical product is assigned to this service product. see Pool Linkage. The contract contains a service item that describes a service product. This physical product describes the "machine" for which the service is offered. An example is a a copying machine that is maintained and whose usage is measured in copies made. the customer pays an additional fee. Structure The billing plan of a single contract can contain several schedules for a service product.Single contracts contain the following data: • • • • • Price agreements Validity periods Business partner data Billing plans Object lists In addition. single contracts contain a flat-rate charge for a certain usage volume. such as the number of copies for a leased copying machine. The lease is billed on a flat-rate basis. 155 . is contained in the contract. which means the leasing installment for the copying machine already includes a certain number of copies. the system takes existing credits and the actual usage volumes into account. These pool contracts calculate the actual usage. The Usage Overview in the contract contains all the usage-related information required for billing. The customer pays the flat rate regardless of whether or not all the included copies were made.

several different billing plans are available. You can bill the service contract separately from usage-based billing. The system bills the flat rate and the usage in two separate billing plans. You calculate the flat rate fee monthly and the usage quarterly. There is also a schedule for pool redistribution. Control Data Service contracts have various requirements with regard to the management of readings. Usage-based billing is based on a periodic billing structure. you need two different billing plans in the system. billing the rental at the start of the month and usage at the end of the month). the calculation of usage volumes. This schedule exists as long as a contract is assigned to a pool contract. NOTE Note that the administration of billing plans is not allowed at header level. It may contain a deduction volume as the result of pool costing. All the relevant data for controlling the individual business processes is consolidated in the control data in usage-based billing. The monthly billing amount consists of two components: a flat rate that covers the fixed costs and a fee for usage (such as 1 cent per copy). 156 . the start and end dates of each usage billing period must be identical to the start and end dates of the respective service billing period. Example You lease a copying machine to a customer. The billing plans can contain both different periods and different billing dates (for example. Therefore. and change processes. such as a copy shop. The billing plan for service billing must be synchronized with the billing plan for usage billing –that is. but the usage-based component quarterly. If customers pay the contractual services monthly.Billing Plan Schedule that contains the individual dates and periods for billing. pool linkages. The important thing is that the billing periods are synchronized (monthly and quarterly in this example).

For example. Contract Class The contract class controls the grouping of the involved contract. There can be a bill for a flat rate. a service product could contain function group 001 Copiers and contract class 10 Service. and the priority of the various readings depending on their origin. You cannot change the data. Controls for the Billing Document You can bill many different types of services in usage-based billing. it records the legal owner of the product for which the service is rendered. 157 . and a separate bill for usage in excess of the flat-rate amount. the procedure for estimating usage. You use a validation rule to define which Business Add-In (BAdI) implementation the system uses to process the usage overview. Controls for the Usage Overview You use the controls of the usage overview to specify the procedure for sending the reading reminders. The usage function group lets you allow only certain condition types for a group of materials and assign condition types to different usage functions. The system copies the data from the product master record to the control data.Controls for Price Determination Usage Function Group The usage function group combines usage functions to form logical units and controls the assignment of usage functions to condition functions. see Usage Determination. for example. The contract class is used by the Lease Accounting Engine. and thus to the condition types as well. for example). NOTE You define the contract class and the usage function group in the product master data in assignment block Usage-Based Billing-Specific Attributes. The contract class defines how the service contract is saved in accounting. For more information. which already includes a certain usage volume (of copies.

If the free-of-charge period lies partially or completely in the billing period.Depending on the customer requirements. the system does not include the free-of-charge period in the billing period. condition type (SD) Sales and Distribution (SD) 158 . which means the customer pays a lower price. this overview displays the pool contracts that are linked to this contract. for example. If you do not enter any free-of-charge periods. the system calculates a new condition factor. you and your customer agree that the customer will pay a certain amount for a certain period. the customer always pays the full amount. this may be useful for seasonal business processes. For more information. you can send the invoices for the service contract and the quantity used separately or together. The new factor is less than the original factor. this overview displays the single contracts that are linked to this contract. When you display a pool contract. The system considers conditions with a time-specific calculation rule (M. or in schools. Free-of-Charge Periods In a service contract. see Pool Linkage. Dates You can use date rules to link different dates together. Linkages When you display a single contract. For example. You can also enter free-of-charge periods in the contracts. P). This amount is identical for each month or other defined billing period. In this case. N. O.

Features Origin of a Credit Quantity The credit overview takes the credits from the following sources: • • Readings with usage volumes not relevant for billing. The system can. Every condition type has its own access sequences. Used (and partially used) credits cannot be changed. contain different condition types for free-goods. and condition records. which is derived from the following periods: • • Meter reading date Billing period of the billing request item (such as billing period of the service flat rate) 159 . also called Credit Quantities Manual entries (corrections of the credit quantities and credit values for the next billing period. condition tables. and business meaning of a condition. attributes. such as test copies made by a service technician. sales-based rebate. or gross price discount. for example.Identification that defines characteristics. It also documents the usage of credit quantities and saves the prebilled volumes and values for the next usage billing. Credit Overview This function is used to update credit quantities and credit values. Integration You can find the credit overview in a single contract (usage-based service contract) as an assignment block in the service item. such as the usage volume included in the service flat rate) • Only manually created credits can be changed (with the exception of used credits). When you enter a reading with a Credit Quantity. the system updates the Credit Qty in the credit overview. Readings can contain credit quantities. for example. Validity Period of the Credit Quantity Credit quantities and credit values have a validity period. in order to avoid canceling billing documents) Prebilling (usage volumes billed in advance.

In the case of change processes. The action definitions for UBB: Generate Certificate of Acceptance Online and UBB: Generate Certificate of Acceptance in Background are in action profile UBB_SERVICE_QUOTATION_HEADER.• Manually entered validity period Type of Credit When you prebill single contracts. both transactions have different statuses and different transaction types. The details contain the origin of the credit. The action occurs at the header level of the usage-based service contract quotation. when you enter readings. When you execute the action. You define when which types of credits are created in Customizing for Pricing. Credits of this type are created after usage prebilling. NOTE 160 .Pool Base. the status of the usage-based service contract is Certificate of Acceptance. Credits of this type are then used during usage prebilling.Credit. the system normally creates credits with type C . After the action is executed. As a result. Certificate of Acceptance To generate a usage-based service contract from a usage-based service contract quotation. The credit may have resulted from an invoice or change processes. the system saves the gross usage volumes and net usage volumes after usage prebilling. the system transfers any existing credits to the subsequent item. Pool prebilling only uses credits with type P . For more information. For example. for example. the quotation and the contract contain the same data. you can use either action UBB: Generate Certificate of Acceptance Online or action UBB: Generate Certificate of Acceptance in Background. see Customizing for Customer Relationship Management under Contract Processing Pricing Assign Usage Functions and Credit Overview Credit Usage Details You can display the usage credit quantity for an item in assignment block Credit Overview in section Credit Usage Details. The resulting usage-based service contract contains all the items that were released in the quotation. However. the system creates a usage-based service contract by copying the usage-based service contract quotation. Usage-Based Service .

Pool Contract A service contract that collects the data of single contracts and recalculates the usage values of the single contracts. When you save a usage-based service contract. the system activates all released items and sets the status UBB Contract. If the usage-based service contract is the result of a change process. in other words.A usage-based service contract with status Certificate of Acceptance is not yet an active contract. the customer receives a credit. The system also releases the billing request items and triggers pricing. the system closes the previous (and now invalid) usage-based service contract. it only becomes active after contract activation. the usage-based service contract has status Certificate of Acceptance. There are two different types of pool contracts: • • Single pool contracts Aggregate contracts 161 . Prerequisites There is a certificate of acceptance. Inception of Usage-Based Service Contracts This function takes place at header level. Activities You can also trigger the activation of the usage-based service contract manually by using action UBB: Activate Allowed Contract Items. If applicable.

then 80% of all the required readings for this period have to be available before pool prebilling can start. • Conditions for terminating the contract During the term of the pool contract. You can further define the usage items that are to be used with pool prebilling conditions.You can use pool contracts to periodically recalculate the usage of all assigned contracts (single pool contracts) or perform consumption billing for all assigned contracts in the pool contract (aggregate contract). In the process. you use the pool contract to: • • Regularly start automatic billing Check the pool contract's assignment (automatically ending the pool contract assignment when the pool contract ends) The pool contract accesses all the relevant data in the single contracts for billing. If you enter 80%. NOTE Please note that you have to release a pool contract in order to bill it. 162 . Pool Prebilling When you run pool prebilling. which you have agreed upon with the customer. for example. you enter the following detailed information. the system conducts pricing again for the pool contract. in the pool contract: • Percentage for single billings (single pool contract) or existing readings (aggregate contract) for prebilling the pool contract The percentage is a condition that specifies when prebilling of the pool contract can begin. Specifically. For pool prebilling. To represent the single contracts correctly in the results display. the system considers credits with type P from the credit overview of single contracts. the system selects only usage items from single contracts for which the normal usage prebilling was already run. the system redistributes the calculated values to the single contracts after pool calculation is complete.

to reduce the load on the system. Usage is calculated separately for each assigned contract. As a result. When single contracts are linked with an aggregate contract. Instead.The billing process uses the data that has already been calculated in prebilling. Furthermore. you have to define a usage price for each usage function in the aggregate contract (as a price agreement or condition master record). but the prebilled volume for other contracts is not reached. the system redistributes this volume to the single contracts in order to reflect the correct values. The system bills the difference between the actual usage volume and the agreed volume. usage is not billed separately for the single contracts. your customers may be granted a credit. prebilling is the only way to redistribute the values back to the single contracts. The main advantage of the prebilling approach is that you can already use the values from the billing request items in your accounting system in order to post the accruals. If the prebilled volume for certain single contracts is exceeded. An aggregate contract is used to bill usage in all the single contracts linked with that aggregate contract. Single Pool Contract A type of pool contract. only recalculating taxes in the process. the system calculates the defined usage volumes and the actual usage volumes for all the linked single contracts. 163 . If pool calculation results in a deduction volume. We recommend this approach for large pool contracts.05 per copy) are ignored. As a result. and a different price per object (per copy. If you do not define this price. You can use a second program to separate the redistribution to the single contracts from pool prebilling. Each contract can have different usage volumes. Any prices defined in single contracts (such as USD 0. the system creates a credit. a different usage per period. Instead. for example). the aggregate calculation will be incorrect. Pool prebilling for pool contracts can be scheduled periodically with a batch program. the usage price defined for the aggregate contract is always used. A single pool contract recalculates the usage values of the assigned single contracts. Aggregate Contract A type of pool contract.

(Both single contracts and pool contracts are referred to as "contracts" below for simplicity. • You have to have at least one active contract in order to execute the change processes. 164 . This does not work for all change processes. You can use process Cancel Last Change Process to undo all changes that the last change process made. Performing Change Processes Process Change Processes You use this function to make changes to existing single contracts or pool contracts. both in contract management and in accounting.If pool calculation results in a deduction volume. For more information. The settings you define here control all the change processes. Prerequisites • You have made the settings for the changes processes in Customizing for Customer Relationship Management (CRM) under Usage-Based Service Contract Processing Process Control . see Cancel Last Change Process. the system redistributes this volume to the single contracts in order to reflect the correct values. however.) Each change process has different effects in the further processing of the contract.

Choose Execute Change Process. For example. assignment block Change Process Parameters appears. the possible items for the change process you selected are displayed in the assignment block Applicable Items. After you select an item. 3. Choose Change Processes and select a change process. in which you can now make your changes. 165 . More Change Processes . For change processes at header level. • Execute change processes from an item Open your contract and go to the edit mode of an item. Change Processes at Header/Item Level Change processes can take place: • • At header level (the changes apply to the entire contract) At item level (the changes only apply to individual contract items) Activities • Execute change processes from a contract 1. the assignment block Change Process Parameters appears and you can make your changes.Features Time-Driven Execution of Change Processes The effectiveness of change processes is time-dependent. Select a change process. change process Base Lease Extension is only valid at the end of a contract. Open an active contract and choose 2. If it is a change process for an item.

If readings exist for an item you want to cancel. Activities Start the change process Cancel Last Change Process from the service contract. for example) are set to status Canceled. This change process is defined in Customizing under the technical name CCHG. The system performs the following actions for the preceding item: • • • Resets the contract end date to the original date Generates the billing request items up to the contract end date Cancels status Terminated by Change Process (I3012) 166 . you have to cancel the billing first. You must manually undo any readings that you created manually and entered in the usage overview. However.Cancel Last Change Process You can use this function to cancel changes that were made by the last change process that was executed. If the final billing has been performed. it is valid only for the following change processes: • • • • • • • • Change of Sold-to Party (CSLT) Base Lease Extension (BLEX) Change of Partners (CHBP) Change of Location (CLOC) Change of Product (CPRD) Purchase (PRCH) Restructuring (RSTR) Contract Termination (TERM) The change process takes place at item level. Items that the change process has created (in the contract. you have to cancel the readings before you cancel the change process. Prerequisites The final billing for the preceding item has not taken place yet. and then cancel the change process.

• • Resets the pool linkages to their original state Restores the usage volume and credit overview Overview of Contract Change Processes The following tables contain an overview of the change processes in usage-based service contract management: Technical Name Change Process Change Processes at Header Level of Single Contracts CSLT Change of Sold-to Party Change Processes at Item Level of Single Contracts BLEX CCHG CCOA CHBP CINC CLOC CPRD PRCH STAC RSAC STBL RSBL RSTR TERM Base Lease Extension Cancel Last Change Process Cancel Certificate of Acceptance Change of Partners Cancel Inception Change of Location Change of Product Purchase Stop Accounting Resume Accounting Stop Billing Resume Billing Restructuring Contract Termination Change Processes at Item Level of Single Contracts That Affect Pool Contracts Assign Pool Linkage Cancel Pool Linkage Change Pool Linkage Change Processes at Item Level of Pool Contracts CBLP Change Billing Plan Periodicity ASPL CCPL CHPL 167 .

Enter change readings. Base Lease Extension You can use this function to create a follow-up item in the system at the end of a service contract. it is valid only for the following change processes: • • • • Change of Sold-to Party (CSLT) Base Lease Extension (BLEX) Change of Partners (CHBP) Change of Location (CLOC) 168 . This change process is defined in Customizing under the technical name BLEX. which means the changes apply to the entire contract. However. This change process takes place at header level. When you change the customer. The change process takes place at item level. The new sold-to party has to represent the same location as the old sold-to party.UBLP CTPL Undo Change Billing Plan Periodicity Collective Termination of Pool Linkage Change of Sold-To Party You can use this function to transfer an existing service contract from one customer to another by replacing the original sold-to party with a new one. You can change the customer at any time up to the end of the contract term. This change process is defined in Customizing under the technical name CSLT. the system creates a new service contract. Cancel Last Change Process You can use this function to cancel changes that were made by the last change process that was executed.

If readings exist for an item you want to cancel. The system performs the following actions for the preceding item: • • • • • • • • Resets the contract end date to the original date Generates the billing request items up to the contract end date Cancels status Terminated by Change Process (I3012) Resets the pool linkages to their original state Restores the usage volume and credit overview Cancel Certificate of Acceptance You can use this function to cancel an item in the service contract. The system sets the status of the item in the contract to Cancelled. This change process is defined in Customizing under the technical name CCHG. You must manually undo any readings that you created manually and entered in the usage overview. The item must have status Certificate of Acceptance for you to be able to cancel it. and then cancel the change process. you have to cancel the billing first. for example) are set to status Canceled. You can then accept the quotation again. Prerequisites The final billing for the preceding item has not taken place yet. The system uses this change process to set the status of the quotation to In Process.• • • • Change of Product (CPRD) Purchase (PRCH) Restructuring (RSTR) Contract Termination (TERM) The change process takes place at item level. Items that the change process has created (in the contract. 169 . • The change process takes place at item level. Activities Start the change process Cancel Last Change Process from the service contract. you have to cancel the readings before you cancel the change process. If the final billing has been performed.

the system creates a new service item. The system sets the status of the item back to In Process and the status of the billing request item to Open.• This change process is defined in Customizing under the technical name CCOA. This change process is defined in Customizing under the technical name CINC. within the same country and for the same customer. which you can change by using change processes Change of Sold-to Party and Change of Location. This change process is defined in Customizing under the technical name CHBP. You can now change the data in the service contract again. 170 . If active readings already exist for the item in question. The change process takes place at item level. Enter a change reading. When you execute a change of other partners. The change process takes place at item level. Change of Location You use this function to record a change of location. you will have to cancel them first. Change of Partners You can use this function to change all the partner functions. with the exception of the sold-to party and the location. Cancel Inception of an Item in a Service Contract You can use this function to cancel activation of an item in the service contract. for a service object. You can execute a change of other partners at any time up to the end of the contract term.

the system calculates the fee for the customer (if any) automatically. the system creates a new service item. The system generates a sales item under the object item and ends the contract on the last date of the validity period that you defined. The change process takes place at item level. The change process takes place at item level. Purchase You can use this function to record the sale of a product to your customer in the system. Enter a change reading. If necessary. You can execute a change of location at any time up to the end of the contract. This change process is defined in Customizing under the technical name CLOC. Enter a dismantling reading for the old device and an installation reading for the new device. The change process takes place at item level. if a machine has broken down. This change process is defined in Customizing under the technical name PRCH. This change process is defined in Customizing under the technical name CPRD. If the single contract is assigned to a pool contract. cancel the pool linkage. Enter a dismantling reading for the device.When a customer moves with a service object to a new location or when the service object itself is relocated. 171 . You can also use it to change a service product. For more information. Define an end date for the validity period. You can create a quotation in the system for the sale of the product. Change of Physical Product You can use this function to exchange a product at the customer site. In case of early buyout. Define a validity date for the change. for example. Quotation processing is not possible for this change process. cancel the pool linkage. see Usage Recording with Counter Readings.

This change process takes place in the original transaction. 172 . temporarily and effective immediately. you can resume accounting. destruction due to natural catastrophe or accident. When you execute this change process. which means that no new transactions are generated. When you execute this change process. Activities If the reason why you started the change process in the first place no longer applies. This change process is defined in Customizing under the technical name RSAC. This change process is defined in Customizing under technical name STAC. Resume Accounting You can use this function to reset the change process Stop Accounting. The change process has no effect on pricing. or disputes occur. This process does not have any effect on billing request items (BRIs) that have already been billed. the system restarts accounting in SAP ERP. To do so. when unforeseen situations such as insolvency. which means that no new transactions are generated. The change process takes place at item level. The system then deactivates the Stop Accounting status. the system stops billing and does not generate any further billing documents. In this case. destruction due to natural catastrophe or accident. This change process takes place in the original transaction. temporarily and effective immediately. The change process has no effect on pricing. or disputes with the customer occur. the system stops the postings in SAP ERP. when unforeseen situations such as bankruptcy. carry out the appropriate change process in the same transaction. Stop Billing You can use this function to stop billing for a service contract.Stop Accounting You can use this function to stop accounting for a service contract.

which means a contract extension is not involved. carry out the appropriate change process in the same transaction. This change process is defined in Customizing under the technical name STBL. This does not change the contract term or the contract end date. Activities When the reason why you executed the change process in the first place no longer applies. For more information. their status is changed from For Billing to Blocked for Billing. for example. Enter a change reading. This change process is defined in Customizing under the technical name RSBL. This change process is defined in Customizing under the technical name RSTR. the system removes the Blocked for Billing status and replaces it with For Billing.The change process takes place at item level. If BRIs that have not been billed yet exist in the system. see Stop Billing in the "Activities" section. If the customer wants to change the payment form in a service contract. 173 . The system then deactivates the Stop Billing status. The change process takes place at item level. you can resume billing. Restructuring You can use this function to make any necessary changes to the payment schedule or the billing plan of a current service contract. To do so. Resume Billing You can use this function to reset the change process Stop Billing. If a BRI is involved. you can make these changes at any time during the service contract.

the system calculates the fee (if any) for the customer automatically. When you bill a pool contract. the system generates a returns item under the physical product. If the single contract is assigned to a pool contract. all existing pool linkages are taken into account automatically. The change process takes place at item level. For a leased product. The system uses this quotation to create the termination contract. This quotation is based on the existing service contract. You can create a quotation for contract termination in the system. You can use pool contracts to perform the following actions: 174 . This change process is defined in Customizing under the technical name TERM. either at a customer’s request or of your own accord. If conditions change. The system terminates the contract on the validity date you defined. Define an end date for the validity period. which means you can link a contract with different pool contracts in different time segments. you can move the end date to an earlier date by using the change process Change Pool Linkage. cancel the pool linkage. The periods may not overlap. for example. 9999. The system always sets an unlimited validity period for the last active pool linkage that was created. The pool linkage must be active in order to bill the contracts through the pool contract. you can define a new pool linkage with a different contract to reflect these changed conditions. Enter a dismantling reading for the device. You can define the pool linkage either before or after inception of the single contract. A contract can only be linked with one pool contract within any given time segment. Pool Linkage You can link different contracts with a pool contract in usage-based service contract management. the system activates this link until December 31. You use a change process within a single contract to create a link to a pool contract. In case of early termination. To link the contract with a pool contract. You can also move the start date of the link forwards or backwards. A pool linkage is always time-specific.Contract Termination You can use this function to terminate a service contract. When you create a link. Quotation processing is possible for this change process.

The handling is identical for single pool contracts and aggregate contracts. • Change Billing Plan Periodicity for Pool Contracts If you change the periodicity of the billing plan. You have saved the pool contract before you create the link. It continues to bill the flat rate through the single contract. for example. If a pool link falls after the termination date. you can only execute this change process when it can be executed for all linked contracts. the system moves the end date of the linkage until it is the same as the termination date. If the end date of a pool linkage falls chronologically after the termination date that you entered in assignment block Change Process Parameters in the Valid To field. the system cancels this link. the periodicity of the linked contracts is changed automatically. If just one linked contract is currently blocked. Prerequisites • • • You have created a single contract and a pool contract. Features The following link functions are available: Creating the Pool Linkage You can create the linkage before or after you release the contract. The system only bills the usage volume using the pool contract.• Automatic termination of all linked contracts at the end of the pool contract You find action definition UBB: UNASSIGN TO CONTRACT END in action profile UBB: Pool Contract Item (UBB_POOL_ITEM). you cannot execute this change process. 175 . Since the change process Collective Termination of Pool Linkage affects all linked contracts. You can use pool contracts to execute the following change processes: • Collective Termination of Pool Linkage All linked contracts are terminated from the pool contract.

You can only cancel a pool linkage when the existing pool linkage is active and there are no relevant billed periods as of the execution date. 176 . When you cancel a pool linkage –for example. Please Note You can only change a pool linkage when the existing pool linkage is active and there are no relevant billed periods as of the execution date. You can link the pool manually or use a rule-based pool linkage. A change process can also cancel the pool linkage. the system accrues the billing periods. The pool redistribution plan ends on the termination date of the pool linkage. You do not change the pool contract type. a pool redistribution plan only exists as long as the single contract belongs to a pool contract. if the wrong copying machine was specified –the system restores the original status of the single contract and the pool contract.When you create a pool linkage. You have canceled the pool linkage. Status Display The different functions assign different status values to the pool linkages: Status Active Canceled Description You have created a pool linkage between a single contract and a pool contract. The system generates a pool redistribution plan starting with the linkage date and the periodicity of the billing plan for the pool contract. In other words. Cancel NOTE The system cancels the pool linkage automatically on the end date of the linked single contract. however. Maintaining the Pool Linkage The following processing options are available: Processing Change Description You change pool linkages when you change the start date or end date in case of a termination.

A copy shop has 20 copying machines and wants to lease another one. valid point in time. You prepare the single contract and link it with the aggregate contract (rule-based linkage).Changed Indirect Example You have changed the date information for a pool linkage. The pool redistribution plan exists as long as the contract belongs to the aggregate contract. it is billed through the aggregate contract. you want to cancel the linkage of the single contract to this pool contract at the end of the month and then link it with a different aggregate contract that has different price conditions. Creating the Pool Linkage If you want to bill usage with an aggregate contract from a certain. One year later. the single contract is used for usage billing after the linkage is canceled. Prerequisites • You have created a pool contract. The link is not canceled. You define the linkage in the single contract. Instead. link a single contract with a pool contract. You have created a rule-based pool linkage. This change process is defined in Customizing under the technical name ASPL. As a result. The flat rate is billed through the single contract. you install the copying machine at the copy shop. You bill the usage of the new machine using the existing aggregate contract that is used to manage the other 20 copying machines. however. which means it does not have a defined end date. At the same time. Usage billing is not performed through the aggregate contract until a new linkage with another aggregate contract is defined. The change process takes place at item level. which means it has no defined end date. The linkage is initially valid indefinitely. 177 . or perform a recalculation with a single pool contract.

Process The following figure shows the process flow for creating the pool linkage: 178 . You have neither prebilled the pool contract nor prebilled the pool period for the proposed linkage period of the pool contract. You can run additional checks by using Business Add-In CRM_DOC_FLOW_CHECK (transaction SE18).• You have specified a valid linkage date. the date lies within the contract duration of the service contract/pool contract. The usage billing periods are synchronized with the service billing periods. that is. that is. The linkage date coincides with the start date of a service period. • • • • • • No active link to another pool contract exists within the proposed linkage period. No billing document has been created yet for the proposed linkage period of the single contract. the end date of a usage billing period coincides with the end date of a service billing period. The organizational data and currency are identical in both the contract item and the pool contract item.

the pool contract is also activated. the system generates a message and informs the responsible employee with an e-mail message. The organizational data and currency are identical in both the contract item and the pool contract item. This change process is defined in Customizing under the technical name ASPL. 179 . Process Process flow for the rule-based pool linkage: 1. If the single contract is already active. an error message appears. 4. based on the rule that dictates that when the single contract is activated. If the system cannot activate the pool linkage. You have created a pool contract. The system activates the pool contract automatically. You link the single contract with the pool contract based on rules. Prerequisites • • • You have not activated the single contract yet.Creating a Rule-Based Pool Linkage You use the rule-based pool linkage: • If you want to link your single contract with a pool contract. you cannot create a rule-based pool linkage. You activate the single contract. 2. The change process takes place at item level. If the pool contract activation fails. 3. Create a pool contract. but the start date of the single contract is unknown or not defined yet If you can only describe the start date of the single contract with a date rule • The system creates the rule-based linkage during single contract inception.

Change and Cancel Pool Linkage This function allows you to change and cancel pool linkages. Prerequisites You have an active pool linkage. Process The following figure shows the process flow for maintaining the pool linkage: Collective Termination of Pool Linkage You can use this function to terminate all links to single contracts right from a pool contract. The change process takes place at item level. The change processes are defined in Customizing under the technical names CHPL (change pool linkage) and CCPL (cancel pool linkage). 180 .

in which sequence readings will be used to determine usage. The following describes the features that are available for usagebased service contract processing. o Determined. For information on the generic features of counter and readings. if necessary.The change process takes place at item level. see Counters and Readings. in the Control Data assignment block To enable counters to be used as templates for generating unique counters for objects in service contracts (see “Generation of Counters for Objects” below). you have specified the validation rule and origin sequence for readings (if required). You make this setting in the activity Usage-Based Service Contract Processing Usage . 181 . and ensured that the reading validation check meets your requirements These settings are described in Counters and Readings and can also be made in the section Usage-Based Service Contract Processing. you have done the following: o • Defined counters on the Counters page and assigned them to products on the Products page in the Counters assignment block Note that this assignment block is only available if the relationship type “Counters” is assigned to the product category to which the product belongs. if there are multiple readings with different origins for the same counter in the same settlement period. Recording Define Priority Sequence for Reading Origin • For each contract item. This change process is defined in Customizing under the technical name CTPL. Usage Recording with Counter Readings You record usage by entering counter readings. Prerequisites • You have made the following settings in Customizing for Customer Relationship Management: o Defined the general characteristics of counters and readings.

see Usage Determination. provided that: • • Billing has not yet taken place for the reading date Prebilling has not taken place for a related pool contract 182 . You can only cancel it. You make this setting on the Product Hierarchies page. such as test copies made by a service technician. Credits entered this way are included in the credit overview of the relevant service contract item. Usage Determination If a reading is relevant for billing. the counters assigned to a product in its master data are used as templates to generate unique counters for the unique object that is assigned to the same product in the object item of the service contract. Changing Readings Once you have saved a reading you can no longer change it. You can see the counters that have been generated in the Counters and Readings assignment block in the service contract item (not in the object subitems). Features Generation of Counters for Objects When a service contract is activated (incepted).o Ensured that the objects that require counters in your service contract have a base category with the relationship type “IOBMP” This relationship type ensures that the counters assigned to the object are displayed. it is included in the usage overview of the relevant service contract item. The counters that are generated have the attributes of the template counters assigned to the product. For more information on setting up checks for readings to determine whether they are relevant for the usage overview. you can enter credits on the Readings page. Credits for Shortfall To refund shortfall quantities.

if there are multiple readings with different origins for the same counter in the same settlement period. and ensured that the reading validation check meets your requirements These settings are described in Counters and Readings and can also be made in the section Usage-Based Service Contract Processing. the prebilling process starts for that billing period. you have specified the validation rule and origin sequence for readings (if required). The following describes the features that are available for usagebased service contract processing. For information on the generic features of counter and readings. you have done the following: • 183 . in the Control Data assignment block To enable counters to be used as templates for generating unique counters for objects in service contracts (see “Generation of Counters for Objects” below). see Counters and Readings. Recording Define Priority Sequence for Reading Origin • For each contract item. You make this setting in the activity Usage-Based Service Contract Processing Usage . Prerequisites • You have made the following settings in Customizing for Customer Relationship Management: o Defined the general characteristics of counters and readings. Usage Recording with Counter Readings You record usage by entering counter readings. Prebilling Once you have entered error-free readings for all counters of a device for a billing period. provided you have released all the previous periods. o Determined. For more information. in which sequence readings will be used to determine usage.Reading Reminders You can send reading reminders if no reading is entered by a defined time. if necessary. see Reading Reminders.

you can enter credits on the Readings page. it is included in the usage overview of the relevant service contract item. Credits entered this way are included in the credit overview of the relevant service contract item. For more information on setting up checks for readings to determine whether they are relevant for the usage overview. provided that: 184 . see Usage Determination. the counters assigned to a product in its master data are used as templates to generate unique counters for the unique object that is assigned to the same product in the object item of the service contract. You can only cancel it. o Ensured that the objects that require counters in your service contract have a base category with the relationship type “IOBMP” This relationship type ensures that the counters assigned to the object are displayed. Features Generation of Counters for Objects When a service contract is activated (incepted). such as test copies made by a service technician. You can see the counters that have been generated in the Counters and Readings assignment block in the service contract item (not in the object subitems). Credits for Shortfall To refund shortfall quantities. The counters that are generated have the attributes of the template counters assigned to the product. Usage Determination If a reading is relevant for billing. You make this setting on the Product Hierarchies page. Changing Readings Once you have saved a reading you can no longer change it.o Defined counters on the Counters page and assigned them to products on the Products page in the Counters assignment block Note that this assignment block is only available if the relationship type “Counters” is assigned to the product category to which the product belongs.

RECOMMENDATION We recommend creating messaging sequence “0001”. see Reading Reminders. From the usage overview. Reading Reminders If no billing-relevant reading is available at a specific point in time.• • Billing has not yet taken place for the reading date Prebilling has not taken place for a related pool contract Reading Reminders You can send reading reminders if no reading is entered by a defined time. For more information. the prebilling process starts for that billing period. the system generates a reading reminder for the item that requires a reading. Prebilling Once you have entered error-free readings for all counters of a device for a billing period. in the activity Define Messaging Sequence for Reading Reminders. provided you have released all the previous periods. as the system uses this messaging sequence by default if no other messaging sequence is specified for the contract. Prerequisites • You have made the following settings in Customizing for Customer Relationship Management. in the section o Usage-Based Service Contract Processing Usage Recording : Defined the output channel (such as e-mail or letter) for reading reminders in the activities Define Output Channel for Reading Reminders and Business Add-Ins (BAdIs) BAdI: Implement Additional Media for Output of Reading Reminders o Defined when reading reminders are sent and which medium is used. 185 . you can send a reading reminder to the respective partner. Each reading reminder is valid for a specific settlement period.

and assigned them to the relevant transaction types and item categories You do this in Customizing for Customer Relationship Management. You have defined the billing item categories that you want to use for usage-based billing. Billing is based on the values calculated during prebilling. Prerequisites • You have activated usage-based billing in Customizing for Customer Relationship Management. unless you want the system to use the sequence “0001”. as defined in service contracts. Prebilling must. Usage-based billing is scheduled in a billing plan. have taken place in order that the system can transfer billing request items to the billing due list. by choosing Billing Configure Application . Activities You create and send reading reminders on the SAP Easy Access screen under Billing Reading Reminders . you have specified a messaging sequence in the Control Data assignment block.• For each contract item. by choosing Category Determination Assign Item Categories . • You have activated the Business Configuration (BC) set CRM_UBB_BILLING (you do this using transaction SCPR20). Select the feature Usage-Based Billing. and save your settings. Billing request items are automatically created for billable contract items and are transferred to the billing due list. see Billing. Service Usage-Based Usage-Based Billing You use the standard billing functions in SAP CRM to create customer invoices to bill for usage. For information on the standard billing functions. therefore. Billing Item • • Prebilling has taken place. You need to release a single contract or the main item of a pool contract before prebilling can take place. 186 . You can then perform billing.

Generates billing due list items Warranty Management Use Warranty management includes the following activities: 1. Releases the billing request items 6. vendor. Check whether an incoming problem message is a case for warranty 4. 187 . Specifics Warranties Definition Commitment from a manufacturer. see for Interaction Center: Service. and that services such as repairs and partial or complete exchange of defective parts are guaranteed for a particular period of time without the customer being billed.Prebilling does the following: 1. or salesperson to a customer that a product has no defects. Identify warranties within the processing of business transactions in service (service processes. confirmations. Transfers costs and revenues to accounting 4. Check whether the claims on the warranty services are legitimate 3. Updates the credit overview 5. complaints) 2. Monitor warranty costs Warranty management is made up of the following components: Warranty processing in the product master Warranty assignment Warranty check for coverage of services Warranty analysis in SAP NetWeaver Business Intelligence (SAP NetWeaver BI) For information about warranty management in the Interaction Center (IC) WebClient. Define the effects of warranties on pricing and billing 5. Performs pool redistribution for pool contracts 3. Calculates prices 2.

Example A machine manufacturer is selling equipment and would like to give the customer specific warranties for various units of this equipment (customer warranty). The manufacturer wants to store these in the system. For warranty management in CRM Service. Warranties can be subdivided as follows: Warranty category: Customer warranty. Integration When you create a business transaction in service. On the other hand. these warranties can be accounted for through appropriate discounts. selling. You can define a warranty template in advance for those warranties that are used frequently. ten years. In the service industry. The firm only buys parts from their own suppliers to install in the installation. vendor warranty Warranty reference: Time-dependent. The warranty for the engine lasts three years and for the parts of the casing. and servicing of products are linked to a warranty. so that any repair costs that may arise during the validity period of the vendor warranty can be charged to the vendor. The manufacturer gets a warranty for these parts from his or her vendors (vendor warranty).Use Several business transactions such as the buying. the system automatically checks in the background whether warranties exist for the reference object and assigns them accordingly. warranties for parts that are prone to wear and tear should be based on the number of hours in service. counter-dependent. You can assign several warranties for each component of an installed base. See also: Warranty Management 188 ● ● . When calculating prices for services and service parts in billing. warranties play a crucial role. since they are often the starting point for the services themselves. time/counter-dependent Warranties can be tailored to meet customers’ requirements and can be flexibly assigned to the individual components of a customer installed base. use the product type warranty.

service parts and even specific subjects to be fully covered. You can define flexible date rules to calculate the start date of a warranty and its period of validity. Activities Maintenance in the Product Master Create warranties on the Warranties page as products of the type Warranty. and the procedure for billing and transferring costs to controlling for warranties. Internet sites. such as Word or Excel files. You can assign a variety of relevant documents to a warranty. go to Customizing for Customer Relationship Management and choose Master Data → Products → Special Settings for Warranties → Define Warranties. Prerequisites Warranty Categories You have defined warranty categories. graphics. You can use the accounting indicator to determine the procedure for price determination. a customer or vendor warranty) You can define the validity of the warranties according to the following specifications: Defined period of time Defined counter interval A combination of periods and counter intervals You can include or exclude particular services. This gives you control over the costs incurred by warranties. . or only partially covered by the warranty.Maintaining Warranties Maintaining Warranties Use To be able to assign warranties. Counters You have created the counter with which the counter reading for the validity of counter-based warranties can be documented. 189 ○ ○ ○ ● ● ● ● ● ● ● ● ● You can define the warranty category (for example. and audio and video files. When creating a warranty with a counter reference. you can specify the appropriate counter attributes. they must be created in the system as products and be defined. For more information.

Features You can assign warranties to products. 190 ● ● ● . When creating business transactions in service such as confirmation records. or objects. installed base components. for the monitor of a particular brand. When an assignment is made. Such an assignment.For more information. which you define yourself. or it can be made automatically if there is a reference to a product with warranty assignment. gives warranty information about objects that are created with reference to the product concerned (for example. the start of warranty period is determined manually. Warranty Basis or Date Profile). You can assign warranties to installed base components. with an individual serial number). Define your own warranty templates in Customizing for Customer Relationship Management by choosing Master Data → Products → Special Settings for Warranties → Define Default Values for Warranties. or on the basis of the predefined date rules. you can use a warranty template. and whether claims on warranty services are justified. It also provides warranty information about maintaining warranties for products that are not individually registered (such as certain data processing accessories like cables and plugs). You can assign warranties to objects. see: Warranty Data Set Types and Attributes Warranty Template For creating frequently-used warranties. It is in this way that. for example. complaints or service orders. Warranty Assignment Use You can assign warranties in installed base management to products. This assignment can be performed manually. a check is automatically carried out to see if valid warranty information is available for the reference object of the process. which contains no concrete start date for the warranty. Internet customers in eservice get the information about the automatically-assigned customer warranty after registering an object. that is already filled with default values (such as Warranty Category.

confirmations. in Customizing for Customer Relationship Management and choose Transactions → Basic Settings → Define Transaction Types and proceed as follows: 191 ● ● A field sales employee processes a service order and exchanges or replaces a product or an installed base. to another installed base or another product. Warranty Check for Coverage of Services . in the details screen for the transaction type. repair orders. a check is automatically performed to see if valid warranty information is available for the reference object. You can assign several warranties. which is the subject of the process. installed base component.Activities Open the product. Assign Profile to Transaction Type You have assigned a profile for the warranty check to a transaction type. and whether claims on warranty services are justified. Create the warranty on the relevant tab page for warranty information. Prerequisites Define Profile for Warranty Check You have defined the profile for warranty check in Customizing for Customer Relationship Management by choosing Transactions → Settings for Service Transactions → Define Profile for Warranty Check. or service confirmation. or complaints). The employee responsible for installed base management manages two installed bases See also: Installed Base Management Warranty Check for Coverage of Services Use When maintaining business transactions in service (service processes. In the following cases it is possible to reassign a warranty that is already assigned to an installed base or a product. complaints. To do so. which in turn is assigned to business transaction category service process. or the object in installed base management.

.. Features When you create business transactions in service. no new searches for valid warranties are run. The process flow of the check is controlled by the profiles you defined in Customizing. Activities .. When calculating prices for services and service parts in billing. When you set this checkbox. 192 . the system enters the first warranty in the list. 2. 1. 2. Create one of the above-mentioned business transactions in service and enter the reference object at item level.. 1. services included or excluded) and determines whether the warranty can be taken into account for the business transaction. 3. 4.. Go to the view Customizing Header and in the field Wrrnty Check Profile choose the desired profile. Now the warranty check is activated for the relevant transaction type. The system then checks whether warranties were assigned to the reference object in installed base management. the system enters the warranty description and the accounting indicator in business transaction on the tab page for warranty information. Fixing the Assignment You can fix the inspection result and the warranty assignment by setting the Fixed Warranty checkbox in the business transaction. the system checks the master data of the warranty in the product master (such as the date profile. . Select the transaction type. This check takes place on the basis of the subject that is in the document and the scope of the warranty that was defined when maintaining the warranty in the product master. Go to view Assignment of Business Transaction Categories and select Service Process. 3. To choose a different warranty. Warranty Determination You can use warranty determination to get a list of the warranties assigned to the reference object AND those valid for the business transaction item. If this is the case. If a warranty is found.. even if the data that defines which warranties the system finds is changed. Save your settings. If more than one warranty is assigned to the reference object.. use the warranty determination on the tab page for warranty information. the system automatically checks in the background whether warranties exist and assigns them accordingly. these warranties can be accounted for through appropriate discounts. limitations.

Warranty claim processing enables you to process a high volume of warranty claims conveniently and. Warranty Claim Processing . and sales companies as well as their suppliers. 193 ○ ○ ○ ● ● ● ● Services performed Products replaced Number of calls per warranty Analysis of the costs incurred through warranty services Identification of products for which many warranty-based services had to be carried out to improve the product quality Determination of which warranties are running out. depending on your Customizing settings. to be able to react with specially tailored offers Warranty Analysis. importers. see Use Warranty claim processing is designed to be used by service providers and is also relevant for vendors such as manufacturers.See also: Warranty Assignment Maintaining Warranties Warranty Analysis in SAP NetWeaver Business Intelligence Use You can perform various analyses with reference to warranties in SAP NetWeaver Business Intelligence (SAP NetWeaver BI) such as: Analyses on the profitability of a warranty You can use ABC analyses to determine the following values: For more information. to a large extent automatically.

There is an interface between warranty processing and the vendor. One or more items You create a warranty claim. labor. Structure A warranty claim consists of: Header data The header contains data that is the same in all follow-up documents of the warranty claim (warranty claim IDs. All the follow-up documents of a warranty claim have their own unique IDs. Use The warranty claim is the central object in Warranty Claim Processing. The vendor checks the claim and returns it to the claimant. and so on). and external service costs that were incurred while rectifying faults in an object. the system creates follow-up transactions for this warranty claim that contain 194 ● ● ● ● ● Warranty Claim . see: Processing Warranty Claims Integration of Warranty Claims with Service Transactions Warranty Claim Creation Definition A claim for reimbursement of material.The system is used by service providers who are themselves submitting a warranty claim or are doing so on behalf of their customers. Depending on the process step and requirements. which is the basis for further processing. Features Integration of the service order or service confirmation with the warranty claim in SAP Customer Relationship Management (SAP CRM) using the same data model ( A user interface for processing warranty claims manually Data administration and an interface for communicating with vendors Business Transaction) For more information. reference objects.

which classifies the item. such as data relating to the business partner. suitable input fields are displayed. and contains one or more items. There are different item categories for these activities. parts. Item Definition A detailed description of the demands in a warranty claim version. The warranty claim contains the specific items for each business partner. Every warranty claim type has its own data. Labor values (wages) 2. other) exists for each activity. 195 . Use Several items can be entered when a warranty claim is created. parts. Other activities (invoices for third-party activities such as hotel bills. An item type (labor.information for and about business partners. and other activities are listed at item level. Parts (materials) 3. Depending on the item type. without reference to a service order or service confirmation. even if each warranty claim contains several items. Warranty claims are created manually. warranty claims can be created manually or automatically from a service order or service confirmation. expenses) Structure The system assigns a unique number (GUID) to each item. the item can contain: 1. The individual labor values. Processing Warranty Claims Purpose During warranty claims processing. Every item has a specific item type. by copying or transferring data from the claimant or reimburser via an interface. You can also use warranty claim processing separately. Depending on the item type you select.

The warranty claims can still be sent automatically to the various vendors (manufacturers. You enter the data that was authorized by the vendor in the appropriate warranty claim subitems and set the communication status to Returned by Vendor. 9. fax. You send the completed warranty claim to the vendor and set the communication status to Sent to Vendor. 1. you must make the vendor's changes yourself. 8... 2. counter readings. the claimant. or telephone). Process Flow . You set the status of the warranty claim to Released. When warranty processing is complete. and sends the revised transaction back to you. you check and maintain the information that was copied from the preceding transaction. 4. You accept the vendor's offer and set the status of the warranty claim to Completed. the system generates an overview of total costs and revenues. 7. such as a service order or service confirmation. You monitor the status of other existing warranty claims. You create a warranty claim manually with or without reference to a preceding transaction. In other words. The vendor checks the warranty claim. or the action selects the relevant items automatically. 3. The system can also create the warranty claim automatically. See also Integration of Warranty Claims with Service Transactions Warranty Claim Creation Integration of Warranty Claims with Service Transactions Use 196 . You either select the items from the preceding transaction that are relevant for the warranty claim. edits the status of each item as well as other item details such as quantities. such as time data. by using SAP standard actions. suppliers. If the warranty process is not carried out in a format that is supported by the system (such as by email. or texts. values. you can send any decisions that you do not accept or any corrected warranty claims back to the vendors immediately. and so on) and you can then process them further once they have been checked and returned by the vendors. and quantities. 5. codes. 6. In the warranty claim item.

They can start the warranty claim processing procedure either manually or automatically if they have received the results of the checks carried out in the order. such as standard. item) are copied into the warranty-relevant items. main item. The warranty claim is created automatically when the service order is closed. The creation of a warranty claim can be triggered by: Service providers Consumers All claims that are entered are saved to provide a comprehensive claim history. This results in a document flow that you can call up for display. the system finds items that are relevant for the warranty. During this process. service confirmation. when you carry out a check. it automatically generates a warranty claim. all structures of the service order or service confirmation (header. based on a service order or service confirmation. Activities The warranty claim can be created as follows: You trigger a warranty check in a service order or service confirmation and.This function enables you to create warranty claims either manually or automatically. Features When a warranty claim is created. The system is to process all objects in accordance with the manufacturer’s warranty conditions. Use You can use this function to manually enter a warranty claim or to run a check in a service order. the system generates a warranty claim. special. Features When you work on service processes. the system creates independent items in the warranty claim for each item and subitem. you can create different warranty claims. Service employees can use this function to recognize warranty-relevant items right in the service order. based on the results. 197 ● ● ● ● Warranty Claim Creation . or extended. or complaint. If.

and Rules Activities Implement methods using the Formula Builder. rules (VSR) checks. So that you do not have to create the same rule every time using the formula editor. A validation consists of at least one step. Every step consists of a prerequisite and a substitution component. The Formula Editor is available for entering the formula. depending on the Customizing settings. substitution. see: Definition: Validation. automatically) the validity of the data that has been entered (validation) and to replace specific data (substitution) before the data is updated in the database. Substitution and Rules Standard documentation: Validations. The checks can then be integrated into actions and when the warranty claims are processed. If the check identifies an error. Integration For validation.Definition of Checking Rules with the Formula Builder Use The role of checking rules in warranty claim processing is to check (wherever possible. and message. check. A substitution consists of at least one step. they can be called up automatically or manually. Using operators such as AND and OR. the system outputs a predefined message. you can define and save rules for each callup point. you can combine several terms to create complex rules. which apply to every validation and substitution carried out for the callup point. Substitutions. The prerequisite must be fulfilled before the data can be substituted. Product Service Letters 198 . The prerequisite must be fulfilled before the check can be carried out. Every step consists of the following three components: prerequisite (optional).

You can distribute product service letters to other partners. the product service letter is available as a business transaction and can be linked with a service order template or sales order template. see Recall Processing of Service Parts with Product Service Letters. In other words. as the original equipment manufacturer (OEM). Features • • You can create product service letters. Additional transaction types available in the standard delivery are: • • PSLR – Product Recall PSLS – Replacement Order For more information about these types of product service letter. such as vendors and systems. You can process product service letters on multiple levels. Product service letters are also used in recall management.Product service letters are official documents that are given out by the vendor or other authorized parties to avoid risks or complex repairs in case of damage. depending on the type of product service letter. In SAP CRM. you can create a request for services for certain products to correct identified and predictable defects or to avoid costly repairs. Creating a Product Service Letter 199 . you. With product service letters. where suppliers of service parts use recall campaigns for defective components (service parts) that are still in the warehouse stock of their customers. who in turn distribute them further within their own regions or organizations. The standard SAP delivery contains the transaction type PSLH – Product Service Letter. • You can classify the product service letter using different transaction types and use these according to your enterprise's business processes. can distribute a product service letter to dealers and service providers. You can also analyze product service letters and create any necessary reports.

2. enter the estimated working time as well in the Dates assignment block. Prerequisites You have made the necessary settings in Customizing for Customer Relationship Management under Basic Functions Transactions .You use this function to create and activate product service letters. If you do not wish to include a service order template in your product service letter. It is used by the system to create service items in the service order as a follow-up document for the product service letter. 6. Choose New and then select Product Service Letter as the transaction type. 8. and a descriptive text for the product service letter. Save the product service letter. 200 . such as a serial number range or a range of vehicle numbers. The data entered here represents the manufacturer or authorized dealer who issues and is financially responsible for the product service letter. external reference number. select the status Released. The product service letter has the status Open and can be processed further. enter this in the header data. Optionally. For more information on Customizing for the product service letter. 7. To activate the product service letter. click here. 3. Enter the data for the persons and organizations involved. Save the product service letter. Activities 1. a value area. 10. under Processing Data. if required. enter a product as a reference object and. 4. 5. 9. enter the priority. In the Reference Objects assignment block. The service order template contains instructions on executing a service and conditions for a service. The system uses this data to determine the validity of the product service letter. Enter the valid from and valid to dates for the product service letter. Enter a description for the product service letter. If you wish to include a service order template as a reference object for your product service letter. The reference object is a product that contains the defective part.

Codes and Profiles Define Subject Profiles Subject Profile PSLH0001 – Product Service Letter Header CRM Basic Functions Partner functions: 03 (Bill-to-Party (CRM)) and 04 (Payer (CRM)) Partner Processing Define Partner Determination Procedures Partner Determination Procedure 201 . You make the necessary settings for this in Customizing.Customizing for the Product Service Letter You wish to use the product service letter for the processing of your enterprise-specific business processes in the service area. The following Customizing settings are necessary for the product service letter: Function PSLH Standard Setting CRM IMG Menu Path Transactions Business transaction categories: BUS2000116 (Service Process) and BUS2000126 (Business Activity) Leading business transaction category: BUS2000210 (Product Service Letter) PSLH CRM Basic Functions Subject profile category: Validity (Product Service Letter) Basic Settings Define Transaction Types Transaction Type Catalogs.

Date Profile . see Actions in the Product Service Letter. CRM Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions CRM Basic Functions Action Profile PSL_HEADER Date types: VALIDFROM (Valid From) and VALIDTO (Valid To) Duration: EST_SRV_TIME (Estimated Working Time) Date Profile Transaction Header For more information. Object Reference Profile Multiple Relationships Allowed must not be selected Basic Settings Define Object Reference Profile CRM Number range object is analog to other transactions Transactions Basic Settings Define Number Ranges No.Item Item Category 202 CRM .TEMPLATE CRM Transactions Reference object: TEMPLATE — Profile for Templates. Date Management Define Date Profile PSL_ITEM Date type: REPAIRDATE (Repair Date) For more information. see Dates in the Product Service Letter. see Dates in the Product Service Letter. Range Object PSL_H PSL_I For more information.

number range object. object reference profile. 203 . and date profile. Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions Action Profile For integration in the service order: CRM Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions SERVICE_ORDER SERVICE_ORDER_ITEM_SLA Action Profiles for the Service Order For more information. Activities 1. see Actions in the Product Service Letter. see Actions in the Product Service Letter. action profile.PSLI Transactions Item object type: BUS2000178 (ProductServLetterConfirmationItem CRM) Basic Settings Define Item Categories Usage of object: 1 (Item contains product or object) PSLI CRM Basic Functions For more information. Assign the following to the transaction type for the product service letter in the details view: Partner determination procedure.

you trigger the action manually. For more information on Customizing for the product service letter. You can also create items manually for objects that are not within the value range. 2. and with PSL_CREATE_ITEMS_AUTO. With PSL_CREATE_ITEMS. NOTE 204 . 3. Activities Create items: 1. Create a product service letter and activate it. click here. Create Product Service Letter Items You use this function to create items for product service letters (PSL items). or select a product service letter that has already been created and activated.2. the action is triggered when the product service letter is saved. Features The system creates an item for each object that falls within the value range that you entered for the reference object at header level. Choose the action PSL_CREATE_ITEMS for creating PSL items. Prerequisites You have made the necessary settings in Customizing for Customer Relationship Management under Basic Functions Transactions . Assign the following to the item category for the product service letter in the details view: Date profile and action profile. Assign the relevant action profiles for the service order to the transaction type and to the item category of the service order. This is triggered by the action PSL_CREATE_ITEMS or PSL_CREATE_ITEMS_AUTO.

This action checks for objects using the validity and the product range that you defined in the header of the product service letter. or select a product service letter that has already been created and activated. Note that the system can only create PSL items for product service letters that have the status Released and are error-free. If the system does not find any applicable objects for the specified validity and product range. The system creates a separate PSL item for each object. If a service order template is assigned to the header of the product service letter. Select the PSL item for which you wish to create a service order with item(s). click here. 3. it does not create any PSL items. Choose the action for creating a service order with item(s). Save the product service letter. Create a Service Order From a PSL Item You use this function to trigger the creation of a service order with item(s) from a product service letter item (PSL item). Create a product service letter and activate it. If no service order template is assigned to the product service letter. It also only creates PSL items for the applicable objects that do not already have a PSL item. the system uses the default service product defined for the 205 . 2. the system uses the content of the template to create the service order items. Prerequisites You have made the necessary settings in Customizing for Customer Relationship Management under Basic Functions Transactions . For more information on Customizing for the product service letter. Activities 1. 3. NOTE This action creates a service order with one or more items for each selected PSL item.

For more information on Customizing for the product service letter. Note that the system can only create service order items if the product service letter is error-free. Create a service order 2. Save the service order. 4. The system issues a list of applicable product service letters. NOTE 206 . In other words. Select the product service letters and copy them into the service order. You can select the product service letters found by the system and include them in your service order. click here. Activities 1. Prerequisites You have made the necessary settings in Customizing for Customer Relationship Management under Basic Functions Transactions .action in Customizing as well as the estimated working time you defined for the product service letter in the header of the Dates assignment block to create a service order item. if any. Select a Product Service Letter From a Service Order You use this function to check for applicable product service letters for a service order in service order processing. 3. the system creates service items with information from the product service letter. Limitation: It is not possible to select a product service letter from an In-House Repair Order. In the service order. choose the action to check whether there are relevant product service letters for the reference object in the service order. it finds product service letters that reference the same reference objects as the service order. In the service order.

You can: • • • Monitor existing product service letters Select and display product service letters Check the data in the product service letter for recalled products or for their replacement with the service parts provided Create return requests for service parts that are still available in customers' warehouse inventories. Change the status of the service order items to Released. If no service order template is assigned to the product service letter. and with reference to product service letters For more information.The system creates service order items on the basis of the selected product service letter. 4. Product Service Letters in the Customer Portal Product service letters are available in the customer portal. 5. Two new scenario variants are available for this type of situation: 207 . Recall Processing of Service Parts with Product Service Letters You can use product service letters for processing service recalls of defective service parts. Save the service order. the system uses the content of the template to create the service order items. within the context of service recall processing. If a service order template is assigned to the header of the product service letter. within the context of service recall processing. and with reference to product service letters • • Create orders for service parts that have already been installed. the system uses the default service product defined for the action in Customizing as well as the estimated working time you defined for the product service letter in the header of the Dates assignment block to create a service order item. see Extended Complaints and Returns in E-Service.

Service Recall Processing: Returning Service Parts You can use this process to carry out recall actions for defective service parts. The replacement of the defective part in all products in which it was installed is outlined in a separate product service letter.• Service recall processing for service parts that are still available in warehouse inventory at the customer site For example. an original equipment manufacturer (OEM) can use a product service letter to request that all distributors and service centers return any defective service parts that they may still have in their warehouse inventory. For more information. see Product Service Letters. see Service Recall Processing: Exchange of Defective Products. Product service letters can also be used for this process. product service letters can be used between the merchant and the customer in recall actions to facilitate replacing defective parts with service parts for an object. see Service Recall Processing: Exchange of Defective Products. New service parts must be ordered to replace the recalled parts that were already installed. In this scenario variant. Prerequisites You have made the following settings in Customizing for Customer Relationship Management: 208 . To replace the recalled service parts. • Service recall processing for service parts that have already been installed This process affects recalled service parts that have already been installed and must therefore be replaced. new service parts must be ordered. You use a recall (product service letter) to prompt your customers (distributors and service centers) to return any of the affected service parts that may still be in their available inventory. For more information. see Service Recall Processing: Returning Service Parts. For more information. For more information.

Product Recall SAP Recall • You have defined an item category for the recall. Proc. The standard system includes item category Recall Return (UURC) with the following details: You have chosen BUS2000178 as the preceding reference object type. Complaint/Returns Header Returns Header • • You have set the indicator Creation with Ref. copy this transaction type and add the following details: Field Partner Determ. Since this transaction type is also used for other kinds of returns. Srv.• You have defined a transaction type for the recall. Possible. You have defined an item category for the recall. Range Object Action Profile Date Profile Technical Name PSLR0001 CRM_SUR RECALL RECALL01 Description SAP Recall CRM Prod. The standard system includes item category Recall Item (PSLR) with the following details: Technical Name Field Item Object Type Date Profile • Description ProductServLetterConfirmationItem CRM SAP Recall BUS2000178 RECALL01 You have defined a transaction type for the recall. The standard system includes transaction type Return for New Parts (UUPR). Lett. The standard system includes transaction type Product Recall (PSLR) with the following details: Field Partner Determ. No. Proc. Field Item Object Type PartnerDetProc Technical Name BUS2000160 RETURNI Description CRM Customer Complaint Item Returns Item • 209 . No. Range Object Action Profile Date Profile CRM_SALES CLAIM_RETURN RET_HEADER01 Technical Name 98 Description Claims/Returns Header CRM Sales Trans.

you encourage all customers that may have this service part still available in their warehouse stock to return it. that is. all customers who have purchased the service part. Both actions for the invitation (CREATE_INVITATION and CREATE_INVITATION_JOB) are assigned to this action profile. You use Graphical Modeling of Segments to specify the target group. you have made the required settings in the SAP system so that you can send electronic recalls. this service part must not be used in future installations. For more information.Action Profile • RMA_ITEM Returns Authorization Attachment You have defined action profiles and actions for the transaction types. The system determines this information as follows: 210 . and you send it to the affected customers. For this reason. invitation by e-mail. for example. see Customizing for Returns and Customizing for the Product Service Letter. o In the standard system. Before you can send the recall. you create a product service letter of type Product Recall (appears as "recall" in the following) that contains a list of the recalled service parts. In order to avoid further errors. Process Product analysis of repeated complaints point to a defective service part as the cause of a problem. you have made settings for the communication path for recalls to the recipient responsible. by fax. o In the standard system. • For business partners. • You have assigned the appropriate action profile to the transaction types and the item category. you must have completed the following: • In SAPconnect administration (transaction SCOT in the SAP graphical user interface (SAP GUI)). the process runs as follows: 1. and so on. action profile RECALL is defined for transaction type PSLR. The CRM_PSL_RECALL form is assigned to both actions. For more information. To this end. see SAPconnect (BC-SRV-COM). Specifically. action profile CLAIM_RETURN is defined for transaction type UUPR.

o 3. If no communication method for sending the invitation is specified. and so on. All customers that are assigned to the recall in the target group are informed of the recall action via their preferred communication channel. company. the system checks whether there is a main contact person. If there are multiple contact persons but no main contact person. If no contact person exists. 2. the default invitation is a printed letter sent by mail. you must enter the serial number range.o Invitation recipients The system checks whether there are one or more contact persons for the business partner in the target group: If there are multiple contact persons. fax. and target group in assignment block Target Groups. This can happen in two ways: o o Automatically. organization. At item level: List of the affected service parts in the overview Serial number range in assignment block Reference Objects It is mandatory to enter the serial number range for products that are serial number relevant. You create a recall and enter the following data: o At header level: Validity. The recall contains the reference number and the corresponding service part (optional). If the value in this field is not equal to 0. for example. responsible employee. The system evaluates the field for serial number processing in the product master. o Communication method for sending the invitation You can send the recall by e-mail. the business partner defined in the target group of the marketing campaign is used. the system automatically takes the first contact person in the list. for example. using the CREATE_INVITATION action when the document is saved Using the action CREATE_INVITATION_JOB in the action monitor (called in SAP GUI with transaction CRMC_ACTION_JOB) 211 . or letter.

who creates the returns request in the CRM WebClient UI. The system proposes the recalled service parts from the recall document so that the customer can select them and copy them into the returns request. the customer enters the quantity that is still in the warehouse stock and should be sent back. such as e-mail. for defective parts of an object to be exchanged with service parts. you create a credit memo. the CRM_PSL_RECALL form is used for this information. or they call the manufacturer. the system checks whether: o Serial numbers that were entered fall within the range of serial numbers that were recalled The serial number specified is already in the list of approved serial numbers The serial number entered already exists in the same document The customer is part of the target group The product is included in the recall o o o o For more information about serial numbers. 7. For each service part. Customers receive information about the recall according to the communication channel they have set. An object is a special product. They then either create a returns request with reference to a recall in the application Extended Complaints and Returns in E-Service. Following goods receipt and inspection of the service parts. 4. You can use transaction SMARTFORM in the SAP GUI to view and edit the form. After the return document is saved. If serial numbers are relevant for the recalled service part.In the standard system. for 212 . 6. the customer must also enter the serial numbers for the service parts. see Serial Number Entry in Complaints and Returns. Service Recall Processing: Exchange of Defective Products This process enables you to execute recall actions between the manufacturer and the customer. You authorize the returns request. All the data necessary for creating the return is in the recall: o o o Reference number Products or product list (optional) Validity period (optional) 5.

For more information. To avoid further complaints. you execute a recall action due to a high number of warranty claims and complaints received for laptops with serial numbers ranging from 1000 to 2000. you create a sales order template. The customer orders the new hard disks from you. Recalled parts that are still in the customer's stock are processed in a separate returns process. as a template. at Transaction Types Customer Relationship Management Transactions Basic Settings Define . you create a product service letter and first enter a list of customers affected that should be notified of the recall campaign (Target 213 . You use this process to offer your customer a defined list of service parts and the maximum permitted quantities for each object. Customers are notified via a product service letter. 2. For this. Prerequisites In Customizing for Customer Relationship Management. and the required quantity for each object. the defective part has to be exchanged in all objects in which it was fitted. see Service Recall Processing: Returning Service Parts. you inform your customer about the exchange of the defective hard disks. The sales order template contains a list of the parts to be exchanged.example. and have assigned this subject profile to it under External Reference Objects. 1. For more information. Defective hard disks need to be replaced. To solve the problem. Use transaction type SALT. For more information see SAP CRM Customizing. To guarantee delivery of the service parts. see Customizing for SAP CRM at Customer Relationship Management . For example. you have created a subject profile with subject profile category Y Individual Object (Sales Order). Process The manufacturer runs product analyses. provided in the standard delivery. These defective parts have to be exchanged for new parts. a car or a computer. and discovers that repeated complaints point to a defective part as the cause of a problem. you have made the following settings: • To use reference objects and enter the product IDs of the objects in the service recall order. and Profiles Define Subject Profiles • You have created a separate transaction type for service recall processing. Codes. and has them delivered free of charge in exchange for the defective ones. Basic Functions Catalogs.

for which parts are to be exchanged. 3. The quantities for each of the items in the service recall order are calculated by multiplying the quantity for each of the items in the sales order template by the number of objects entered in the service recall order. The order items are only copied once for a given product service letter.Groups assignment block). 5. In addition. with the corresponding quantities that should be exchanged for an object. The service recall order comprises the following details: o o o Sold-to party Product service letter ID Product IDs of the objects In addition. The customer receives the message about the recall action via his or her chosen communication channel. 4. If you add or remove objects. which are not invoiced. the product service letter contains the list of objects affected by the recall action. The product service letter contains details about the following: o o o o o Validity area Status of the document Target group Product IDs of the affected objects Link to the sales order template NOTE You must release the product service letter for use in the recall action. The sold-to party is entitled to make a claim for the product service letter. The entry takes place in the Reference Objects assignment block. you can also create the service recall order for your customer. for example e-mail. provided in the standard delivery. The order date is within the validity period of the product service letter's date. the service recall order includes a list of the affected objects. the 214 . as a template. The system checks the validity of the product service letter and the product IDs of the objects. in the service recall order. the system automatically creates the corresponding order items. and creates a service recall order with regard to the manufacturer's recall (product service letter) in the customer portal. as well as a reference to the sales order template that lists the products. The service recall order is valid if the following points are fulfilled: o o o The status of the selected product service letter is Released. Alternatively. After the data entered has been validated. Use transaction type PSLS.

6. Integration The essential basic functions that are relevant for the product service letter are listed below: CRM Basic Functions • • • • Partner Processing Text Management Date Management Actions Basic Functions for Business Transactions • • • Linking Business Transactions Copying Business Transactions Status Management in Business Transactions The product service letter also uses the following master data and business transactions: Master Data • Business Partners 215 .system redetermines the quantities accordingly. The customer posts the service recall order. the determined quantities are overwritten by the quantities entered manually. If you want to reduce the quantity determined by the system. See also: Example of Service Recall Processing. The system checks the products and quantities. You are allowed to reduce the quantity. 7. 8. Functions and Master Data in the Product Service Letter The product service letter uses certain basic functions and master data of SAP Customer Relationship Management (SAP CRM) as well as basic functions for business transactions. The system updates the status of the objects in the product service letter.

• • Installed Base Management (in particular Objects in Installed Bases) Products Business Transactions • • Service Orders Service Order Templates Content of a Product Service Letter This function provides an overview of the data that is or can be contained in a product service letter. Unique identification is necessary to be able to perform a requested service on a specific object. 216 . The service can refer to one or more products that have defects or will most likely become defective in the near future. A product service letter can have different levels of priority that you define in the Priority field when creating the letter. This enables you to assign the highest priority to a suspected safety hazard or potential defect that would be costly to repair and have this hazard or defect eliminated in a given time frame. Features The product service letter essentially contains the following information: • Identification of the product service letter (ID) The product service letter is identified uniquely by an ID. which should be avoided by the timely execution of a product service letter and performance of the related service. This could result in damage and costly repairs. Product service letters are used to represent a service request in the system. • Business partner The functions Bill-To Party and Payer are relevant for the product service letter. • Validity and priority You can define a specific validity (time restriction for execution) for a product service letter.

It provides information on the current processing status and the further processing options for the product service letter. describing the solution and specifying which actions have to be performed. You make these specifications either directly in the product service letter. you use dates to stipulate the validity period of the letter and to define the estimated working time required to perform a service.• Notes and attachments You can enter texts explaining the technical problem. Prerequisites You have made the necessary settings for date types and date profiles in Customizing for Customer Relationship Management by choosing Basic Functions Date Management . serial numbers ABC_201 to ABC_209). 217 . • Reference objects (products) Product service letters always apply only for a specific range of products that you define when creating the letters. as well as include attachments. the tools and other technical instructions that are required to implement the product service letter successfully. • Status management: Status Management is available to you in product service letter processing. Dates in the Product Service Letter In the product service letter. the estimated working time. • Actions required: You can list the service parts and qualifications. or in a service order template that you can include in the product service letter. You can create product service letters for one or more reference objects (= uniquely identifiable products) as well as for a range of objects (for example.

Date profiles: • PSL_HEADER (Dates for the product service letter on header level) o You assign the date types for the validity (VALIDFROM. duration. Actions in the Product Service Letter You use actions in the product service letter and in the service order to: 218 . see Date Management. VALIDTO) and the duration for the estimated working time (EST_SRV_TIME) to this date profile. customer-specific date types. You assign the date profile to the business transaction type for the product service letter (PSLH). and date profiles for the product service letter: Date types: • • • REPAIRDATE (Repair date) VALIDFROM (Valid from) VALIDTO (Valid to) Duration: • EST_SRV_TIME (Estimated working time) You can define your own.Features SAP delivers the following date types. Activities For more information about dates. o • PSL_ITEM (Dates for the product service letter on item level) o o You assign the date type for the repair date (REPAIRDATE) to this date profile. If you create a new date profile. you have to include the delivered date types at header and item level. You assign the date profile to the item category of the product service letter (PSLI).

• Action profile PSL_I (item level) The following action definition for creating a service order with items is assigned to this action profile: o PSL_CREATE_SO_ITEM You assign the action profile to the item category for the product service letter (PSLI). Features The standard delivery includes the following action profiles with action definitions for the product service letter and the service order: Action profiles for the product service letter • Basic Functions Actions Action profile PSL_H (header level) The following action definitions for creating PSL items are assigned to this action profile: o o PSL_CREATE_ITEMS – Manual creation of PSL items PSL_CREATE_ITEMS_AUTO – Automatic creation of PSL items You assign the action profile to the business transaction type for the product service letter (PSLH).• • • • Create product service letter items (PSL items) Create service orders and service items from a PSL item Add items to service orders on the basis of product service letters Set the Completed status for PSL items. Action profiles for the service order • Action profile SERVICE_ORDER (header level) 219 . Prerequisites You have made the necessary settings for actions and action profiles under in Customizing for Customer Relationship Management.

• Action profile SERVICE_ORDER_ITEM_SLA (item level) The following action definition for setting the Completed indicator for PSL items is assigned to this action profile. see Actions in CRM Enterprise. NOTE The user interface for service order templates is a configuration of the component for service orders. Example For more information on actions. A service order template describes only the scope of planned services and not the actual execution (customer and time frame). Service Order Templates You use service order templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction. 220 . o COMPLETE_PSL_ITEM You assign the action profile to the item category for the service order.The following action definition for searching for PSL items and including them in the service order is assigned to this action profile: o CREATE_ITEMS_FOR_PSL You assign the action profile to the business transaction type for the service order. NOTE You can change the conditions and processing parameters for an action if the Changeable in Dialog indicator is set (detail screen) in Customizing for the action definition.

by choosing Transactions Basic Settings . you can: • • • Create a service order on the basis of the service order template. items are automatically proposed from the referenced template. as a follow-up transaction Create a service order template on the basis of a service order. as a follow-up transaction Copy items from service order templates when creating the following: o o o o o Service order Service order quotation Complaint Return In-house repair order Product Service Letter You can reference a template from a product service letter.Integration Business Transactions Depending on your Customizing settings. Prerequisites You have configured your service order template transaction(s) in Customizing for Customer Relationship Management. 221 . The service order template is predefined as follows in the standard system: • • Transaction type SRVT Item categories: o o o o SRTP for service items SRTM for service part items SRTS for sales items SRTE for expense items If the settings for these Customizing objects do not reflect your business requirements. When service orders are created for product service letters. you can copy them and modify the copies.

implicitly contain all the template items for the oil change. you only need to make changes to templates once and they are automatically available wherever referenced in the hierarchy. Template References You can build hierarchies of templates by assigning templates to items in other templates. oil change. The inspection templates.5 liters of oil). EXAMPLE You define a service order template for an oil change and assign it to the item “Oil Change” in the templates for a standard inspection and complete inspection. and invoice for car manufacturer. The catalog for the standard maintenance procedure includes services (filter replacement. if you have customized the item category correspondingly (see “Prerequisites” below). repairs. confirmation to car manufacturer. 222 . therefore. You do this in Customizing for Customer Relationship Management. For more information. • You use a service order template to plan a recall for a specific automotive category. You can also reference templates in service order and service order quotation items.Features You can create hierarchies of templates by referencing a template from within another template. 12. Since the templates in a hierarchy are only linked by means of reference. by choosing Transactions Basic Settings Define Item Categories . see Template References. engine check) and materials (1 filter. The catalog for the recall contains the following activities: scheduled appointments with customer. Prerequisites You have assigned the object reference profile TEMPLATE to those item categories from which you want to allow template references. Example • You define a service order template to describe the standard maintenance procedure for a vehicle of a specific type.

made to a customer for the performance of services or for the delivery of spare parts. you have specified this in Customizing for Customer Relationship Management. If you want new items to be created from the referenced template. 223 . NOTE The user interface for service order quotations is a configuration of the component for service orders. The hierarchy of items in the template hierarchy is not reproduced. when you create a follow-up transaction one of the following occurs: • • The template reference is copied to the new item.Features If you have assigned a template to a (template) item. They also enable providers to plan for anticipated services orders at an early stage and get an overview of the expected costs and revenues. Select Explode Template Hierarchy. Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Transaction NOTE The items from all templates referenced in the hierarchy are copied as subitems on an equal level. Items from the template are automatically copied as subitems of the follow-up item. Service Order Quotations Service order quotations (hereafter referred to as a “quotations”) are legally binding offers with fixed conditions. You can also use document a customer inquiry for a quotation by using a quotation transaction with items that are defined as inquiry items (see “Prerequisites” below). Within the validity period of a quotation the customer has the option of agreeing a service order with specific conditions in reference to the quotation. Quotations allow customers to inform themselves about prices and delivery conditions before placing an order. by choosing Types .

For more information. you can copy them and modify the copies. . see the SAP Library under Content Service Analyses Prerequisites You have configured your quotation transaction(s) in Customizing for Customer Relationship Management. as a follow-up transaction Create a quotation or customer inquiry as a follow-up transaction of a service order template Create a quotation as a follow-up transaction of a customer inquiry SAP NetWeaver Business Intelligence (BI) If you have an integrated SAP NetWeaver BI system. you can use predefined or customer-defined BI Content to evaluate. 224 . and the reasons for this. for example. by choosing Transactions Basic Settings .Integration Business Transactions Depending on your Customizing settings. you can: • • • Create a service order from a quotation or customer inquiry. SAP Customer Relationship Management Analytics BI Transaction Types and Item Categories Service order quotations are predefined as follows in the standard system: • • Transaction type SRVQ (and SRVP for package quotations) Item categories: o o o o SRQP for service items SRQM for service part items SRQS for sales items SRQE for expense items If the settings for these Customizing objects do not reflect your business requirements. which quotations are accepted or rejected.

specify in the Relevance for Quotation field whether the item is an initial inquiry or an initial quotation. the customer reports a change to an installed base when requesting a quotation for a service. Details of Services to be Rendered In a quotation. service parts. and inquiries on the Service Orders page. In the Customizing Item view. NOTE A quotation cannot contain both quotation and inquiry items.Inquiry and Quotation Items You define whether an item is an inquiry or a quotation in the activity Define Item Categories. Processing field is Quotation is copied to subsequent document. In the above activity. • Categories that provide technical information relevant to the service 225 . This setting is not relevant for expense items. products sold. ensure that the value in the Subsequ. by choosing the required item categories and the business transaction category Sales. see Products in Service Transactions. and expenses) For more information. • Reference objects for the service You can update information for an installed base if. you can enter the following key information: • Products (representing services. Features Quotation and Inquiry Processing You process quotations on the Service Order Quotations page. for example. set the indicator Package Explosion in your transaction type and item category. Package Items If you want to enable packages to be included in quotation items.

and in the case of a free-of-charge repair. in the case that a service is covered by a warranty. Packages If you have made the appropriate setting (see “Prerequisites” above) you can include packages in a quotation item. You define discounts and surcharges in pricing conditions. see Warranty Check for Coverage of Services. Warranty Check You can set up warranty checking to automatically determine valid warranties for reference objects. Contract Determination The system can determine valid service contracts for reference in a quotation. For more information about packages. You can use an accounting indicator in a quotation item to determine different prices for products. 226 .Categories are defined using Multi-Level Categorization. see Service Contract Determination. Counters and Readings You can record counter readings for installed base components and objects Pricing Pricing takes place using the generic SAP CRM pricing functions. based on absolute or percentage discounts and surcharges for services performed under warranty. For more information. For example. If you reference a service contract. see Pricing. For more information. you may want the sales department to be the receiver instead of the executing cost center. Cost Allocation You can use an accounting indicator in a quotation item to determine the settlement receiver of costs. For more information. you may want the quality management department to be the receiver. see Packages and Products with Dependent Components. details from the contract are automatically copied to the quotation.

Activities Create Service Order for Accepted Quotation Items When a customer accepts quotation items you can create a follow-up service order and copy the accepted items into this. When you copy items to a service order, they are automatically marked as accepted in the quotation. Complete Quotation Quotations are automatically set to Completed in the following cases:
• •

When the validity has expired When all quotation items have been copied to follow-up service orders

You can also manually set the status Completed if the quotation is rejected by the customer.

Products in Service Transactions
Products are central objects in a service transaction, representing the following:
• • • • •

Services provided (service product: product type Service) Service parts required for the service (service part: product type Material) Products sold in relation to a service (sales product: product type Material) Expenses incurred (product type Material) Tools required for the service (product type Material or defined as object)

You enter each product in a separate item in your service transaction. The following table shows the types of products that you can enter, depending on the transaction that you are processing. An X indicates that the product can be entered.
Service Product Service Part Sales Product

Transaction Service order (quotation, template)

Expense

Tool

X

X

X

X

X

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Service confirmation Complaint In-house repair order Service contract

X X X X

X X X X X

X

X

X

More Information Products

reference object (CRM-BTX-SVO)
Service Processes (CRM-BTX-SVO)
A product or installed base in the business transaction for which a service is requested. You can create several reference objects per header or item. If an installed base is defined for the reference object, certain master data (for example, partner) can be transferred to the business transaction. An object history that is available for evaluations can be built up using the reference object.

Multilevel Categorization

Use
You can use this function to set up multilevel categorization for different applications. Multilevel categorization enables you to custom design categorization and to integrate the functions of auto suggest and content analysis in your applications.

Prerequisites
You have made the appropriate settings in Customizing for Customer Relationship Management under CRM Cross-Application Components → Multilevel Categorization.

Features
Creation of categorization schemas

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You set up multilevel categorization in the category modeler. In the category modeler, you define categorization schemas and categories within a schema. For more details about using the category modeler, see business user documentation Categorization Schemas and Categories. Hierarchy or attribute categorization Depending on the business scenario, you can structure the categories in a schema strictly hierarchically, or in the form of value combinations. For more information, see Forms of Categorization. Content analysis Textual contents are assessed and automatic category suggestions are made using content queries for content analysis. For more information, see Content Analysis. Auto suggest of objects By assigning business objects to categories, you can integrate different additional functions in your applications. These additional functions may include: automatic display of solution suggestions, automatically completing service orders using assigned service order templates in the Interaction Center (IC) WebClient, and using specific e-mail standard responses in the e-mail editor of the IC WebClient. For more information, see Auto Suggest. Versioning You can use a combination of the various schema statuses with the chronological validity of a schema to version your categorization schemas. You can use versioning to ensure that historical documents are preserved. From the time stamp of a document (created on), you can determine the categorization schema on which the document was based. The option of chronological limitation of a schema is advantageous in the public sector, for example. If the law changes on a certain date, the validity of a schema has to be adapted if necessary to the validity of certain legislation. Schema-specific field labels You can use a categorization schema to define the field labels for category fields in an application that accesses that categorization schema. Authorization concept You can use authorization object CRM_CATEGO in the user maintenance section of the SAP menu to set up authorizations for the category modeler. If you assign the display authorization appropriately, you can use the authorization concept to also configure the layout of the category modeler to be user-dependent. For more information, see Authorizations for the Category Modeler. Combination and import of categorization schemas You can combine the categories and object links of two schemas. An import function supports cross-client and cross-system schema transports. For more information, see Combining Categorization Schemas and Importing Categorization Schemas. Multilevel categorization is available in varying scopes for the following applications:

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● ● ● ● ● ● ● ● ●

Service orders

Service order templates Confirmations Complaints In-house repair orders Case management For more information, see Multilevel Categorization in CRM Case Management. Interaction record Specifics for Interaction Center: Service.

For more information, see

This function enables you to bind together products, which are to be sold as a bundle, in the form of packages or products with dependent components. This function is used heavily in the service provider industry to enable providers to sell groups of products as a whole unit, with each component being dependent on another in the group.
EXAMPLE

In the telecommunication industry, a provider wants to sell a cell phone, a rate plan, and cell phone hardware. The provider creates a package for these products with a special price, and the package components are dependent on each other for purchase. For example, the customer cannot by the cell phone without taking the rate plan, or purchase the hardware without buying the cell phone. The provider creates the packages and products with dependent components using so-called interlinkage types. Prerequisites
• •

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○ ○ ○ ○ ○ ○

Packages and Products with Dependent Components

You have created products in SAP CRM You have assigned product roles to categories in Customizing for Customer Relationship Management, by choosing Roles to Categories You have assigned your products to categories in the product master in SAP CRM Master Data Products Settings for Packages Assign Product

Features Packages and Products with Dependent Components There are multiple possibilities for creating package combinations and products with dependent components. The three main possibilities are:

Sales package You use this package type to sell various products as part of a whole package. For example, you create a product and name it Gold Package. You then assign various components to it, for example, a rate plan and a cell phone. These components are linked to the main sales package product using the sales component interlinkage type. You can link other products to these assigned products using other interlinkage types, for example, you can link a cable to the cell phone using the dependent components interlinkage type. However, the link between the top package product and the products on the top level of the sales package hierarchy must be maintained using the sales component interlinkage type. The superordinate package product has the product role sales package.

Combined rate plan package You use this package type to sell various types of rate plans together. For example, you want to sell a DSL rate plan with a telephone rate plan for a special price. You create an overall combined rate plan package and assign the various rate plans to it using the rate plan combination interlinkage type. You can only assign rate plans to a combined rate plan. The superordinate package product has the product role combined rate plan.

Product with dependent components You use this type to create links between a main product and dependent products. For example, you want to create a link between a cell phone and a cable, meaning you have to buy the cell phone to purchase the cable. You can only create these links between the components and the main product using the dependent component interlinkage type.

The three main combinations are explained in the figure below.

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Interlinkage Types The various combinations detailed above are created using different interlinkage types, and must have specific products on the top levels of the combinations.
EXAMPLE

To create a sales package, the product on the top level is a package product and must be linked on the top level of the structure using the sales component interlinkage type. The interlinkage types, product roles, and top level products needed to create the various combination types, and on which level you must places these elements, are shown in the figure below.

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NOTE

Service provider products, such as rate plans, could be set up as configurable products that will be configured in the Internet Pricing and Configurator (IPC). In CRM Web Channel, however, modelling a service provider product as a configurable product can lead to problems when displaying the product in the provider Web shop if a sub-item resulting from the configuration itself has one or more products assigned based on interlinkages. To prevent this happening, you need to assign these products directly to the configurable product, and not to a sub-product of the configurable product, using the appropriate interlinkage type. Cross-Selling and Up-Selling In addition to the interlinkages mentioned above, you can also combine products using cross-selling or up-selling interlinkages.
EXAMPLE

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You can assign a hands-free headset to cell phone B using a cross-selling interlinkage. When a customer selects cell phone B, a hands-free headset is offered as an extra. Groups When you are creating packages you can group products together in the hierarchy. This gives you a better overview when structuring your package. You can determine one of the products in the group to be a default so that it is automatically selected in the product display for the customer.
EXAMPLE

You want to assign five cell phones to a package, from which the customer can choose one cell phone when purchasing the package. You assign these cell phones to a group node in the hierarchy, to make it clear that the products are part of a group. You determine one of the cell phones in the group to be a default so that it is automatically selected in the product display for the customer. The customer can, however, change the default selection to take another cell phone. This function is particularly useful if you are planning to assign your packages to a product catalog for use in the Web shop. In this case, the customer will see a clear overview of which products belong to which group, making their selection easier.

Warranty Check for Coverage of Services

Use
When maintaining business transactions in service (service processes, confirmations, repair orders, or complaints), a check is automatically performed to see if valid warranty information is available for the reference object, which is the subject of the process, and whether claims on warranty services are justified.

Prerequisites
Define Profile for Warranty Check You have defined the profile for warranty check in Customizing for Customer Relationship Management by choosing Transactions → Settings for Service Transactions → Define Profile for Warranty Check.

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Assign Profile to Transaction Type You have assigned a profile for the warranty check to a transaction type, which in turn is assigned to business transaction category service process, complaints, or service confirmation, in the details screen for the transaction type. To do so, in Customizing for Customer Relationship Management and choose Transactions → Basic Settings → Define Transaction Types and proceed as follows: ... ... 1. Select the transaction type. 2. Go to view Assignment of Business Transaction Categories and select Service Process. 3. Go to the view Customizing Header and in the field Wrrnty Check Profile choose the desired profile. 4. Save your settings. Now the warranty check is activated for the relevant transaction type.

Features
When you create business transactions in service, the system automatically checks in the background whether warranties exist and assigns them accordingly. When calculating prices for services and service parts in billing, these warranties can be accounted for through appropriate discounts. This check takes place on the basis of the subject that is in the document and the scope of the warranty that was defined when maintaining the warranty in the product master. The process flow of the check is controlled by the profiles you defined in Customizing.

Activities
... 1. Create one of the above-mentioned business transactions in service and enter the reference object at item level. The system then checks whether warranties were assigned to the reference object in installed base management. 2. If a warranty is found, the system checks the master data of the warranty in the product master (such as the date profile, limitations, services included or excluded) and determines whether the warranty can be taken into account for the business transaction. 3. If this is the case, the system enters the warranty description and the accounting indicator in business transaction on the tab page for warranty information. If more than one warranty is assigned to the reference object, the system enters the first warranty in the list. To choose a different warranty, use the warranty determination on the tab page for warranty information.

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Warranty Determination You can use warranty determination to get a list of the warranties assigned to the reference object AND those valid for the business transaction item. Fixing the Assignment You can fix the inspection result and the warranty assignment by setting the Fixed Warranty checkbox in the business transaction. When you set this checkbox, no new searches for valid warranties are run, even if the data that defines which warranties the system finds is changed. See also: Warranty Assignment Maintaining Warranties

Dates in Service Orders and Service Order Quotations
Date settings that you make in Customizing enable the relevant dates for business transactions to be calculated automatically. You make date settings in Customizing for Customer Relationship Management, by choosing Functions Date Management date profile. The following table shows the most important predefined date types for the standard service transaction types: Basic

. You use a date rule to define date types and assign these date types to a

Transaction Type

Date Profile

Date Type Valid From (VALIDFROM) Valid To (VALIDTO) Valid From (QUOTSTART) Valid To (QUOTEND) Requested Start (SRV_CUST_BEG)

Service order template (SRVT) Service order quotation (SRVQ) Service order (SRVO)

SRV_TEMPLATE

SRV_QUOT

SRV_HEADER01

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Requested End (SRV_CUST_END)
The following table shows the most important predefined date types for the standard item category “SRVP”:

Item Category Service Item (SRVP)

Date Profile

Date Type First Response By (SRV_RFIRST)

SRV_SLA_ITEM To Do By (SRV_RREADY)

Comment These dates determine response times for a service order item if a service level agreement exists in a valid contract.

You can modify the standard definitions as required. More Information Date Management

Service Orders
You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service. This function is available in CRM Enterprise, Interaction Center, Web Channel, and Mobile. Integration Business Transactions Depending on your Customizing settings, you can:

Create a service order as a follow-up transaction of another transaction (for example, a service order quotation) Create follow-up transactions from a service order (for example, a service confirmation or complaint) Create a service order as a follow-up transaction of a service order template

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Backend Systems For information on the flow of data between SAP CRM and SAP backend systems, see Data Exchange for Service Orders: CRM Server - SAP ECC / SAP APO. SAP NetWeaver Business Intelligence (BI) If you have an integrated SAP NetWeaver BI system, you can use predefined or customer-defined BI Content to evaluate, for example, order volumes and lead times. For more information, see the SAP Library under Prerequisites You have configured your service order transaction(s) in Customizing for Customer Relationship Management, by choosing Transactions Basic Settings and Settings for Service Transactions . SAP Customer Relationship Management Analytics BI Content Service Analyses .

The service order is predefined as follows in the standard system:
• •

Transaction type SRVO Item categories:
o o o o

SRVP for service items SRVM for service part items SRVS for sales items SRVE for expense items

If the settings for these Customizing objects do not reflect your business requirements, you can copy them and modify the copies. Features Details of Services to be Rendered In a service order, you can enter the following information for a planned service:

Products representing services, service parts, products sold, and expenses For more information, see Products in Service Transactions.

Reference objects for the service

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You can update information for an installed base if, for example, the customer reports a change to an installed base when requesting a service.

Categories that provide technical information relevant to the service Categories are defined using Multi-Level Categorization.

Contract Determination The system can determine valid service contracts for reference in a service order. If you reference a service contract, details from the contract are automatically copied to the service order. For more information, see Service Contract Determination. Warranty Check You can set up warranty checking to automatically determine valid warranties for reference objects. For more information, see Warranty Check for Coverage of Services. Counters and Readings You can record counter readings for installed base components and objects Pricing Pricing takes place using the generic SAP CRM pricing functions. For more information, see Pricing. You can use an accounting indicator in an order item to determine different prices for products, based on absolute or percentage discounts and surcharges for services performed under warranty. You define discounts and surcharges in pricing conditions. Cost Allocation You can use an accounting indicator in an order item to determine the settlement receiver of costs. For example, in the case that a service is covered by a warranty, you may want the quality management department to be the receiver, and in the case of a free-of-charge repair, you may want the sales department to be the receiver instead of the executing cost center.

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Billing You can either bill for the resources planned in a service order. see Billing. for weekend work. in which you have the option of changing the amount allocation. Attachments You can attach files to service orders and use the content management functions available in SAP CRM. For more information about billing functions. 240 . you create a billing request. Billing for services takes place in SAP CRM. or for the resources actually confirmed. For more information. To finally post amounts in controlling. or depending on the qualifications of the service representative) You do this by entering a service type or valuation type. Amounts are posted when you release the billing request on the Billing Requests page. • Split billing amounts among bill-to parties You do this by defining amount allocation (see the information on billing requests in the section “Amount Allocation” above).Amount Allocation You can assign the following objects as alternate cost collectors for controlling: • • • • • • ERP internal order ERP work breakdown structure (WBS) element ERP customer order / item ERP profitability segment ERP cost center CRM order These settings are not binding and can be changed before releasing the order. see Controlling Integration and Amount Allocation with SAP ECC Integration. travel time. you can influence billing as follows: • Determine different rates for billing (for example. overtime. In a service orders.

Data from service orders is transferred to different SAP components depending on the item category of the service order item. For more information.Service Order Summary You can print a summary of the services planned in a service order using the Output button on the overview page of the order. as shown in the following table: Service Order Item Category Sales item Sales item Sales item Service item Service part item Activities in Backend System Availability check for the relevant product Creation of sales order item Backend Component SAP Advanced Planning & Optimization (APO) SAP Enterprise Central Component (SAP ECC) (sales and distribution) Posting of costs/revenues SAP ECC (controlling) Billing of services in SAP CRM also triggers posting to accounts receivable and posting of revenue. confirmation data is replicated to the CRM Server. For service orders created on mobile devices. Data Exchange for Service Orders: CRM Server – SAP ECC / SAP APO Service order data is transferred via CRM Middleware from the CRM Server to integrated SAP systems. see Data Transfer to SAP ERP Accounting. and can then be transferred to integrated SAP systems. Prerequisites Customizing in SAP CRM • • You have configured the service order as described in Service Orders. You have ensured that the following Customizing settings in SAP CRM and the sales and distribution component of SAP ECC are identical: o o Transaction type (SAP CRM) and sales document type (SAP ECC) Item categories 241 . You determine the output medium using Output Determination.

see Set Up Customizing for Availability Check. Availability Check (SAP Advanced Planning & Optimization) For detailed information on customizing for the availability check. o • No controlling For single-object controlling. Customizing in Integrated SAP Systems Controlling (SAP ECC) • You have replicated controlling-relevant service characteristics from SAP CRM to the controlling components of SAP ECC. o Mass-object controlling A profitability segment is automatically created for your transaction type category for collecting costs. you have defined a controlling scenario and assigned it to the transaction type to determine how internal orders are handled. 242 . Service Order • The order contains at least one item. You have determined which controlling type you want to use: o • Single-object controlling An internal order is automatically created for your transaction type/item category for collecting costs.o Number ranges for external number assignment for sales orders NOTE No automatic checks are made to determine whether your Customizing settings in SAP CRM correspond with those in SAP ECC. • You have customized billing in SAP CRM.

so that you can display the following for a SAP ECC sales order in SAP CRM: o o o Status information (return/substitute delivery is shipped/partially shipped) Document flow (shipping. goods issue/receipt) Quantity delivered • • You can only make changes to sales items in SAP CRM. Depending on your customizing. Features • If a service order contains different sales items. Costs are posted automatically to the controlling object in SAP ECC. • SAP ECC transfers some logistics information back to the CRM Server. 3. 2. In SAP CRM. • For information about availability checks for sales order items. You save the goods issue for delivery. The system carries out data replication. Your changes are then transferred automatically to SAP ECC. you can change service orders for which data has already been transferred. • • The order has been saved without errors. since the document is used primarily to trigger subsequent logistics processes. For more information. The distribution status of the service order shows whether data transfer was successful. see Changing Transferred Business Transactions. either you generate an outbound delivery manually in SAP ECC or the system generates it automatically. For more information about statuses. a single transaction containing these items is replicated to SAP ECC.Headers alone are not replicated in SAP ECC. You can only change sales items until items from the order are delivered or partly delivered. 4. Activities 1. see Availability Check. No distribution lock has been set for the order. see Status Maintenance and Display in Business Transactions. Errors and warning messages relating to the data transfer are listed in a log. 243 .

Data Transfer to SAP ERP Accounting The following are some of the SAP ERP components to which you can transfer billing data: • • • • • Accounts receivable Contract accounting Overhead cost controlling Profitability analysis Profit center analysis EXAMPLE When billing data from SAP CRM is transferred to SAP ERP. and contains advice on how to correct these errors. You do this in Customizing for Customer Relationship Management.More Information • Further information on the subsequent logistics processes in SAP ECC is available in the SAP Library under SAP Solutions SAP ERP Central Component Logistics Sales and Distribution . under • 244 . (SD) Sales (SD-SLS) • Customer note 490932 provides information about the possible causes of errors in data exchange for business transactions. and in SAP ERP. and dunning procedures can be executed if payments remain outstanding. You have made the necessary customizing settings for CRM Middleware on the CRM Server. using the following business document (BDoc) types: • • BEABILLDOCCRMB for monitoring data transfer from SAP CRM to SAP ERP BEABILLSTACRMB for updating statuses from SAP ERP to SAP CRM Prerequisites • You have installed and configured at least one SAP ERP accounting component in which the SAP CRM Plug-In is available. In controlling. it generates open items in accounts receivable accounting. Data is exchanged by means of CRM Middleware. billable amounts are used to compare revenues with accumulated costs. These open items are cleared when inbound payments are received.

in the assignment block Follow-Up Transactions. unless a transfer block is set for the relevant billing document type in Customizing. If you want to enable automatic transfer. Activities Transferring Billing Data to SAP ERP During billing. by choosing Integration Transfer of Billing Documents to Accounting . by choosing Billing Define Billing Document Types . on the Billing Document page. NOTE Billing document types with the billing category “Prof-Forma Invoice” are not transferred to accounting. You do this in the CRM WebClient UI. ensure that the No Autom. You do this in Customizing for Customer Relationship Management. You do this in Customizing for Customer Relationship Management. Transfer to Acctg indicator is not selected. Billing • For each billing document type. Set up Customizing for Availability Check 245 . data is automatically transferred to accounting. You can transfer data from blocked billing documents as follows: • • In the CRM WebClient UI on the Billing Document page In SAP GUI on the SAP Easy Access screen under Documents to Accounting Sales/Service Billing Transfer Billing Displaying SAP ERP Accounting Documents You can display the accounting documents that are created for your billing data.CRM Middleware and Related Components Generate Industry Specific Objects and Services and Communication Setup. you have determined whether you want to allow automatic data transfer. • You have made the necessary customizing settings for the transfer of billing data to accounting.

3. Structure scope X Do not explode material structure 000000000002 (Standard organ. Assign ATP Profile to Item Category. Field Item category Description Item object type TextDetermProc. Availability Check Assign ATP Profile to Item Category Select the required item category and choose Details. Availability Check Define ATP Profile ATP profile 100 (numeric key can be freely defined) Description Availability Check in the SAP APO System 2. wgt/vol. select Customer Relationship Management Basic Functions . You need to assign the transaction category Sales to the item category (TAN). select the required item category and double-click on Assignment of Business Transaction Categories in the dialog structure on the left of the screen. 1.Procedure In SAP CRM 1. 246 . data prof. 1. 2. data profile (item) TAN Sales Item CRM sales order item ORDER001 (Sales order item) 10000001 (Standard item) 100 Value Org. select Customer Relationship Management Basic Functions . ATP profile Relev. In Customizing. Go back. Define the ATP Profile.DetProc. In Customizing. Partn. To assign the item category to an application area.

Pricing-rel. Statist. Assign Location in SAP CRM to Location in SAP APO.4. Value Relevant for external billing X System will copy item header totals Active 3. Import Customizing not allowed Advanced Planning and Optimization Global Available-to-Promise (Global ATP) General Settings Maintain Global Settings for Availability Temporary qty assgmnt Set this indicator NOTE For initial data transfer. for bill. select APO . Business Partner LOC0001 Location 1 Customer Relationship Management Basic Functions Availability Check Availability Check Using SAP APO Assign Location in SAP CRM to Location in SAP In SAP SCM 1. Field Relev. indicat. Maintain Category. value Pric. The location is stored as a business partner in SAP CRM (see Set up Location). In Customizing. choose Check . so that the customizing settings can be transferred from SAP ECC to SAP APO. 2. 247 . Maintain Global settings for Availability Check. import Customizing can be set to allowed. Select the required business transaction category and double-click on Customizing item in the dialog structure on the left of the screen. In Customizing for SAP SCM. SAP APO returns information on the location (delivering plant) for each confirmation schedule line.

choose Advanced Planning and Optimization Global Available-to-Promise . choose Advanced Planning and Optimization Global Available-to-Promise . In Customizing. VC (Order) BM Sales Order Sales Order 20 Value 3. event A BeventText SD order 4. Relevant on sublocation level R/3 Object Sales order Reqmts. Maintain Check Mode. The following is just an example: Field Check mode Assignment Production type Check mode text Value 030 (Sale from stock) No allocation Standard Sale from stock 248 . (Global ATP) General Settings Maintain Business Event Bus. choose Advanced Planning and Optimization Global Available-to-Promise . (Global ATP Check) General Settings Maintain Check Mode The check mode is equivalent to the requirements class in SAP ECC. Check modes are not provided in Customizing in SAP APO.In Customizing. In Customizing. Maintain Business Event. (Global ATP) General Settings Maintain Category Field Category Category text Description Sort string Category type MRP Elem.

no production After executing all basic methods No check No check Value 030 (Sale from stock) A (SD order) First step Rem. Maintain Check Instructions. Start prod. reqmts ATP Alert act. (Global ATP) General Settings Maintain Requirements Profile Field Reqmts prfl Category Check mode Bus. Do not create remaining requirements Availability check only. allocation Neutral PA Forecast Forecst:N Rules Based ATP (RBA) Start immediat. choose Advanced Planning and Optimization Global Available-to-Promise . Field Check mode Business event Product check NeutrlProd Prod.5. note that none of the check boxes have been marked for selection. (Global ATP) General Settings Maintain Check Instructions In the table below. all the columns are listed for the sake of completion. In Customizing. obj. event Assignment mode Value 100 CRM Internet Sales BM (Sales order) 030 (sale from stock) A No allocation Write internal and prepersistent external delta records TOIn (Temp. In Customizing. choose Advanced Planning and Optimization Global Available-to-Promise . Maintain Requirements Profile. Time (Production time) 6. However. ID) 249 .

see step 13.check No version ck 250 . Maintain Check Control. (Global ATP) Product Availability Check Maintain ATP Group Field Value ATP group 02 Cumulation No cumulation Response No response Txt for ATP grp Individual reqmt 8. Scheduling ind. In Customizing choose Advanced Planning and Optimization Global Available-to-Promise . (Global ATP) Product Availability Check Maintain Check Control Field Value ATP group 02 (individual reqmt) Business event A (SD order) No subloc.Tech. In Customizing choose Advanced Planning and Optimization Global Available-to-Promise . Maintain ATP Group. Strategy 7. (used only by Rules Based ATP) (used only by Rules Based ATP) No scheduling carried out If scheduling is tested it should be used CRM001 (Location determination for CRM) Note You must first create this rule strategy. scenario Business trans.

see Location Determination in the Sales Order. .:GR Value X Consider past receipts ATP check control: scope of check (for ATP group 02. 251 . without SAP CRM).. 2. past Chking.. 10..hor.. Create condition table.Field Consider CH Rcpts fr. Maintain field catalog In Customizing choose Advanced Planning and Optimization Global Available-toand Promise (Global ATP) Rules-Based Availability Check Define Condition Table then Maintain Field Catalog. Condition field Long field label KUNNR Sold-to party MATNR Product VKORG Sales organization VTWEG Distribution channel WERKS Plant . business event A) Category LongCatTxt BM Sales order . 1. <all the other standard categories> 9.. For more information. Test Test the availability check using just SAP ECC and SAP APO (that is. Define Condition Table NOTE Steps 10 to 15 are necessary so that SAP APO can determine a location for the sales order item in SAP CRM. Availability check is carried out in SAP APO based on this location..

In Customizing choose Advanced Planning and Optimization Global Available-to. Field Table Selected fields Value 901 (Distr. then Promise (Global ATP) Rules-Based Availability Check Define Condition Table Maintain Field Catalog and then Create Condition Table. (Global ATP) Rules-Based Availability Check Maintain Access Sequences Access Sequence AcSq Description CRM1 Access for CRM1 AcNo Tbl Description Cond Exclusive 10 901 Fields (for Access CRM1 10. choose Advanced Planning and Optimization Global Available-to-Promise . (Global ATP) Rules-Based Availability Check Maintain Condition Type Ctyp Description AcSq CRM10 CRM1 252 . Maintain Access Sequences. choose Advanced Planning and Optimization Global Available-to-Promise . Table 901) Entries (for condition fields VTWEG and VKORG) are automatically generated.) Distribution channel Sales organization 11. In Customizing. Maintain Condition Type: In Customizing.chl/Sales org. 12.

Ty. Set Profile & Parameter Choose Profile & Parameter. 14.. Maintain Integrated Rules: In the Easy Access menu in SAP SCM. 253 . Loc. (Global ATP) Rules-Based Availability Check Maintain Rule Strategy Strategy Description CRM001 Location determination for CRM Control (for rule strategy CRM001) Level Cnt. choose Advanced Planning and Optimization Global Available-to-Promise . Maintain Location Determination Procedure In the Overview (on the left hand side of the screen). Location Costs PL0001@R38800 0 2. Maintain Rule Strategy: In Customizing. .13. Ctyp Description Cond 10 0 CRM10 You do not need to assign the rule strategy because the rule strategy is specified in the requirements profile. choose Avdanced Planning and Optimization Master Data Rule Maintenance Integrated Rule Maintenance 1. procedure txt CRM_LOC001 3 Press Enter and enter the following details in the List tab. Deter. choose the tab Maintain location deter.

Data Rule Maintenance Create Rule Determination 3. Maintain Rule Determination 1. product Work forward from input.determination proced. Maintain Rule Choose Rules & substitutions. Rule Description CRM_PL0001 CRM Location Determination Details: Field Value Rule CRM_PL0001 Rule type Inclusive Loc. CRM_LOC001 Rule control CRM1 (CRM Location Determination) 15. Enter the following data: Sales organisation: 1000 Distribution channel: 10 2. then qualified loc. cyclic Loc. all prods 3. w. Enter CRM10 in the Condition Type field and choose Enter. In the SAP Easy Access menu choose Advanced Planning and Optimization Master . cyclic Location Work forward from input.Control (Rule Control) Description CRM1 CRM Location Determination Enter the following details (Access strategy of the substitution lists): Field Value Product Work forward from input. 254 . cyclic Select the following radio button: Combination of the substitution lists: Combine qualified product with all locations.

product. Choose Execute. processor determination. and so on) is managed in the transaction. The following fugure illustrates the business transaction described above: 255 . The submitted request generates a transaction with the attribute Web request in the CRM system. The transaction-related data (such as business partner. The transaction and request can by checked.4. The requester calls the Web request form intended for this. 16. 5. Web Requests A Web-based CRM Service is supported when Web requests are used. If a Web request is relevant for billing. enters their specific data. Save the data.is via a request category view. Test the availability check in SAP CRM. Access to the request data – as for the requester . and then sends the filled-in request back to the CRM system. Enter the following data: Characteristic 1 Rule CR7CLNT700 CRM_PL0001 6. whilst the request-specific XML-based data are linked to the transaction as a request. changed and approved by a processor in the CRM transaction processing. Test. A requester can request a specific service in a Web browser using the Internet. the corresponding line items for the payment processing can be forwarded to SAP Financials.

via a Self-registration maintained Web service.Figure: Processing a Web-Based CRM Transaction Prerequisites • • The CRM System is configured as a Web server. • The business partner data of a requester is maintained in the CRM system. The following gives you an overview of the functions that are available for Web requests: • XML-Based Request Form 256 . SAP also delivers a number of sample requests in which the delivered functions are implemented as examples (see SAP Demo Requests). The relevant Web request can be executed as a BSP application and can be called from the Web page of your organization – the settings should be defined in Customizing (see Setting Up Web Requests). Features Generic tools and customer enhancements are provided for the development and implementation of your own Web requests.

• Field Default Values in Request Form If you want to support field default values for filling in request data (for example. As such. see the CRM Implementation Guide under Customer Relationship Management Web Channel E-Service Web Requests Business AddIn for Web Requests . • Stateless and Stateful BSP Application If a Web request is intended for potentially bug numbers of requesters. • Web Request Forms as Interactive Adobe Forms The use of SAP Interactive Forms by Adobe is also supported as an alternative to BSP-based web requests (seeLayout Maintenance for Adobe-Based Request Forms. business partner data). For more information. • Error Recovery 257 . performance problems can be prevented by configuring the request as a stateless BSP application (see Setting as Stateless or Stateful Web Request). you can include additional fields in the processor view for processing requests that are hidden in the requester view. You can create a flexible layout of this request data structure using an XML editor (see Request Data Structure). This displays a HTML request form based on an XML data structure. you can implement this in the Business Add-In (BAdI) CRM_SERVICE_WEBREQ.Web requests can be executed as BSP applications in a Web browser. You can define authorizations at request category view (see Views and Authorization Concept). • Request category views and authorizations You can define a role-specific feature of the request form for a Web request by using request category views. • Business Rule Framework The Business Rule Framework (BRF) provides you with a rule tool for Web requests that you can use to check and manipulate Web request data (see Business Rule Framework for Web Requests).

• Version Creation for Web Requests All changes to a Web request and the original request data are saved when the versions are saved. it is also possible to generate Web requests Offline based on an XML request file (see External Interface). • External Interface In addition to entering Web requests online. The corresponding Content Repository CRM_WEBREQ is in the SAP database. this can be done using the transaction instance (see Interaction using Transaction Instance). The qualified electronic signature is supported for Web requests (see Digital Signature for Web Requests). RECOMMENDATION For large amounts of data. Processors can access versions of a Web request in CRM transaction processing (see Version Creation for Web Requests under Web Request as Service Transaction. • Using Web Services for Self-Registration and Master Data Changes 258 . • Saving Request Data The XML request data of a Web request are saved in the Knowledge Provider (KPro). SAP presets the content category CRM_WEBREQ by default for Web requests.You can implement you own error messages using BAdI CRM_SERVICE_WEBREQ that request data is entered correctly and completely (see Error Handling in Web Request Form). • Transaction Instance If the requirement exists that when the request form is filled in that an interaction with the data of the corresponding transaction takes place (for example to be able to display the price calculation in the request form using the transaction). • Digital Signature The legal validity of a Web request can be guaranteed with a digital signature. it is advisable to use a customer-specific content category in connection with an external content server (see Content Categories).

Example One application area for Web requests is Public Administration.You can automate the processing of users and business partner roles for requesters by providing the corresponding Web services. (see Web Services for Self-Registration and Master Data Changes). You perform all of the required steps in Customizing for SAP CRM by choosing Requests . The following questions should be clarified: • • Which different Web requests do you want to provide? Should the Web requests be grouped? You can limit the search for Web requests by using the request category group in the service order processing. For example. You represent the settings for a Web request in a Request Category. Customer Relationship Management Wen Channel E-Service Web Prerequisites It is advisable to make an exact plan for Web requests and the layout of these requests before the steps in the system are carried out. requests for the following: • • • • • • Social benefit Resident parking permit Roadwork and small excavations Good-conduct certificate from the police Trade register extract Building permit Setting Up Web Requests The following gives an overview of the steps necessary for setting up Web requests. such as administrative bodies and authorities. Municipal institutions. can provide online public services using Web requests. 259 .

see SAP Note 663615. RECOMMENDATION SAP User Concepts. You can create a transaction type in the IMG activity Define Transaction Type and a request category in the IMG activity Define Request Categories. • Should an authorization concept be created? You can define the authorization groups on the level of request category views. see the SAP Library under Technology Components Business Server Pages Process 1.• Which fields should be included in a form and who can display these fields (person placing request and/or processor)? You can create different request category views for each request category and define the selection of displayed fields for each view. CAUTION For more detailed information on registering and deregistering for Web requests. We recommend that you use the templates delivered by SAP when creating transaction types (see Templates for Web Requests): Transaction Type SWRA Web Request with Item Item category SWRP Web Request Without Item Transaction Type SWRB You can also define further optional settings in the basic data of the request category: o o the assignment of a request category group the definition of an activity reason if you want to use the function for partner determination and/or organization data determination the assignment of a product for billing-relevant service orders o 260 . For more general information about logging on to BSP applications. You can also use transaction types that have already been assigned to other request categories when defining request categories (assignment 1:n).

6. you can hide certain entry fields on the start page of the view of the person placing the request or adjust the request form for a user-defined look. You can use the BAdI CRM_SERVICE_WEBREQ to implement customer-specific enhancements to: o o control the assignment of default field values or check entries influence the partner and organizational data determination by overwriting the activity reason 4. You can maintain a detailed layout of the individual BSP pages to meet your requirements. More Information By default. Based on the request data structure created. A special XML editor is available for defining the request data structure. 5. NOTE It is also possible to generate your own BSP application for each view by defining your own BSP application name for each view. For more information. You generate the BSP application for each request category view. However. You include the URL of the start page for the requester on your Web site for calling the Web request in the Web Application Server. For example.2. see SAP Demo Requests. You define all fields and their characteristics (attributes) that are relevant to the corresponding request form in the Request Data Structure. 261 . You define these settings manually in the source text of the relevant BSP pages (see Layout Maintenance for Web Requests). each view receives its own start page and URL through which a BSP application can be called. SAP delivers the following sample request categories that give you an overview of functions. You define one or more request category views for each request category (see Views and Authorization Concept). it is not necessary to use several BSP applications for each request category. Result You have generated a BSP application and your own start page for each page. 3.

organizations and their contact persons Features SAP delivers a number of sample BSP applications that you can copy and modify to suit your requirements. a user. Payers. The user inherits the authorizations of a reference user. alias name.Web Services for Self-Registration and Master Data Changes Users of Web services can use this function to carry out self-registration or master data changes. 262 . The following figure explains the connection between the user. Registration of a person When a person is registered. The following scenarios are supported with these Web services: • • • Registration of a person Registration of an organization and their contact person Changes to the master data of registered people. The roles Payer and Consumer of the business partner are required for payroll/salesdependent business transactions. a central person and a business partner are created. These Web services can be executed as BSP applications using a Web client. password) of the users can be displayed or changed through the Internet user role. The access data (user ID. The user and the business partner are linked via a central person. The business partner of the business partner category Person is created in the business partner roles Internet Users. and Consumers. whose authorizations you defined earlier. the central person and the business partner after a person has registered.

As this person also carries out the orders of the organization when acting as deputy. The following figure explains the connection between the user. A user. At the same time. 263 . User and business partner of the contact person are linked through a central person. the central person and the business partner of a contact person and the contact person relationship to the respective organization. are created in the system with this registration. a central person and two business partners. A business partner of the category Person is created in the roles Internet users and Contact partners for the contact person. the second business partner of the category Organization is created in the roles Consumer and Payer. a user with the corresponding authorizations of a reference user are created for the contact person.Registration of a person Registration of an organization and their contact person The registration of an organization is carried out by a contact person. linked to each other via a contact person relationship. The reference to both business partners is created through a relationship.

see the IMG of CRM. We recommend that you use the Customizing objects delivered by SAP as templates for setting up your own Web requests. under Customer Relationship Management Web Channel Basic . The following demonstrates how these templates can be used. The specific context for 264 . Settings Internet User Special Settings for E-Service Web Requests Templates for Web Requests SAP also delivers the corresponding Customizing objects and Customizing settings for transaction processing and billing in addition to the sample requests (SAP_DEMO01 – SAP_DEMO05) for Web requests. Activities For more information about the settings to be made for BSP applications for self-registration and master data changes.Registration of an organization and their contact person Master Data Changes The Web services for master data changes allow users of Web services to maintain address and communication data themselves.

WEBREQ_PC_SIGNATURE o For more information. choose the 265 . Sales. for Web requests with an item. VERIFY. Select transaction type SWRA as the template for Web requests with an item or transaction type SWRB for Web requests without an item and create your transaction type in the customer namespace using the copy function (Copy as…F6). Note that the settings for the integrative use with other SAP systems is not discussed here. Optional: Define Item Category The preconfigured item category SWRP (Web request item) is delivered for Web requests with items (transaction type SWRA). Copy Transaction Type Choose IMG activity Define Transaction Types. The following Customizing objects are delivered in addition to the transaction types for the Web requests: o o o o Organization data profile 000000000022 Partner schema 00000028 and 00000029 Subject profile ACTPS0001 Determination rule ACT_REASON_A (scenario Service) and SWR_ACTRSN_A (scenario Sales) Action profile PARKING_PERMIT_WSSO.Web requests is explained – general information on the individual functions can be found in the corresponding CRM function documentation. 2. NOTE Service must be set as the leading business transaction category for Web requests. see Define Transaction Types. Other business transaction categories are Contact and. If you want to support a different item processing. The business transaction categories are set as defaults in the transaction types SWRA and SWRB. Process You make the following settings in Customizing for SAP CRM: 1.

You can use an XML editor for this to define the fields and their attributes in IMG activity Define Request Category. Billing: Define Item Category Determination The item category determination can be used to assign a corresponding item of CRM billing from the billing relevant data of Web requests. . you create all form fields that are required for placing requests and processing Web requests. In a request data structure. 266 . SAP GUI: Set Screen Sequence Control You only need to define these settings if you want to use SAP GUI as the user interface. 4. 3.IMG activity Define Item Categories and use the item category SWRP as a template for your own item categories. Choose IMG activity Set Screen Sequence Control. Use transaction types SWRA or SWAB as the template to create your own transaction types using the screen profiles delivered (SRV_WORD for Web requests or SRV_WORDER for Web requests without an item). You define this in Customizing for CRM by choosing Transactions Basic Settings Define Item Category Determination 5. You define this in Customizing for CRM by choosing Billing Item Category Determination Assign Item Categories . Request Data Structure XML-based data structure of a request category that contains specific field attributes as well as structure information. Process Transaction: Define Item Category Determination In the following step you define which item categories the system should propose for transaction processing when creating a Web request.

For more information. package SOTR_VOCABULARY_BASIC). You define the features of a field as an entry field. Usage of Online Text Repository Texts (OTR Texts) If you want to support several languages for field labels – in other words. referenced attributes are overridden in this case. dropdown list field or radio button when assigning attributes. NOTE Note that the XML request data structure does not support any XML schemas or document category definitions (DTDs). see Online Text Repository (OTR). 267 . Structure The imported or exported XML file of a request data structure is subdivided into two parts: • The part beginning with the tag <request> contains the structural information of field groups and fields. you can define the sequence of field groups. field name and so on). You can use a finished request data structure for toher request categories also using export/import functions. you can reference an ABAP dictionary data element that already exists and copy its attributes.To subdivide entry and display fields. You can assign and define a sequence for fields and field groups by using the Drag&Drop function. You can also use the OTR packages delivered by SAP (for example. Each field group receives a field group box by default and is therefore separated from other field groups. In order to define the attributes of a field (such as field length. The attributes can also be defined manually. The part beginning with the tag <annotation> contains information on the attributes of the respective fields. the output of the field label is controlled by the respective logon language – you can define an OTR alias instead of a fixed predefined field label text and create the respective language versions in the corresponding OTR package. • Integration The request data structure of a request category is used when generating the BSP application for each request category view.

By doing this. Features • Defining the validity interval: You define a validity interval for each request category view. • Role-specific Usages: 268 . due to legal changes or for data protection through selection.See also: Views and Authorization Concept Layout Maintenance for Web Requests Views and Authorization Concept This function is used to support different request category views reconciled for requesters and processors for Web requests (or reconciled for freely-definable applications). You must also generate the corresponding BSP pages for the new view. The layout elements of the old BSP pages can be used again for the newly generated BSP pages. NOTE If a change is made (for example. It can be used to define a selection of fields in the request data structure for each view. for example. request forms receive a validity period and can therefore be changed. define a selection for the old view using the validity interval of the new view. the request data structure is enhanced). You can define an authorization concept at request category view level. Each view contains its own start page with the corresponding URL when the BSP Application is generated.

you can do this through several self-defined processor usages and the corresponding authorizations for the different processor views. For more information. 269 . If you want to support multi-level processing with differentiated authorizations. Setting up the authorization concept: You can assign an authorization group for each request category and thereby prepare an authorization concept. You can define whether the digital signature should be supported for each request category or not. under Customer Relationship Management Web Channel E-Commerce E-Service Web Requests Create Authorization Groups for Request Category Views EXAMPLE . The authorization group is part of authorization object CRM_VIEW (CRM Order – view of a request category).You define a role-specific usage for each request category. If the forms of a Web request for a person placing a request and a processor are the same. You define the authorization groups for Web requests in the Customizing of CRM. you can define customer-specific usages. you could create just one view and choose the usage Person Placing Request and Processor. see the implementation guide under Usages of Request Categories Views • • Customer Relationship Management Web Channel E-Commerce E-Service Web Requests Define . The following usages are delivered with the standard delivery: o o o o o Requester Agent Person placing request and Processor Processor for Requester Interaction Center If the request exists for more views (for example. for multi-level processing).

Only for Web requests for which the digital signature was selected. Example The following BSP pages of the BSP application are created in addition to the URL of the request category view when a request category view is generated. You generate the BSP application for each request category view. You define the relevant views of a request category in the Customizing of CRM. You define an authorization group for each request category view. qualified electronic signatures are recognized by many countries as a legally valid signature and 270 . System confirmation – for example. Supports the controlled Start/Exit of the BSP application session of a Web request. Due to their high level of security. NOTE SAP recommends that you always use the same BSP application for all views of a request category. 3.Activities 1. 2. You do this by defining your own BSP start page for each view and always entering the same BSP application. if the service order number is displayed. under which a Web request is created in SAP CRM. Confirmation page start_exit page Digital Signature for Web Requests The digital signature of Web requests supports a qualified electronic signature. Overview of the BSP pages of a Web request Home Signature page (optional) The ready-for-input page (request) of a Web request for each view. under Customer Relationship Management Web Channel E-Service Web Requests Define Request Categories .

which is read by a linked reading device whilst the person places the request in the Web client. For a request category. The digital signing of Web requests thereby enhances the usage area for electronic requests. The person placing the request executes the electronic signature with a certificate saved on a chip card (smart card). Integration When executing a Web request that can be signed digitally. Whilst the constituent signs with the private key. SAPSign controls the whole signature process. Note that software certificates. the basis BSP application SAPSign is called through Redirect. in IMG activity Define Request Category.are on the same level as a hand signature on documents. Signature page 271 . for example MS Internet Explorer 5. are classified as advanced digital signatures. client certificate) are set up. This requires a browser that supports this technically. certificates that are not stored on a smart card but directly on the computer. All functions required for the digital signature are supported in this control. the corresponding public key enables the signed document to be read and verified. the signature page. The required certificate is issued from a recognized Trust Center (certification authority) and includes a private and public key. People placing requests (requesters) must have access to the required hardware (smart card and reader device) as well as a valid certificate saved on their hardware.5. The actual signature is carried out by the person placing the request in the ActiveX-Control SAPSign Control. The generated BSP applications contain another BSP page as well as the start and confirmation page. you define whether the BSP application to be generated should support the digital signature at the level of a request category view. Prerequisites • Documents are signed digitally in an ActiveX-Control. The corresponding certificates (root certificate. in other words. • Features Generating Signable Web Requests You define whether a Web request should support the digital signature in Customizing of SAP CRM.

. see the IMG of SAP CRM. The person placing the request enters the required request data on the start page and transfers it to the CRM system by pressing the pushbutton Send. Display and Verification of Signed Documents Signed request data can be verified by a processor in transaction processing. A Web request does not support a multiple-level signature process with several signatures. the logon onto SAP CRM of the person placing the request and the start-exit function of the BSP applications were left out. The requester calls the Web request (BSP application z_sign1) that supports the digital signature. In order to simplify the content. all of the request data will be transferred to the signature page. Note: If you do not limit the request data entry for your Web request to the start page. but distribute it over several pages. 272 . You can define which request data should be displayed for the person placing the request in the layout processing of the signature page. The request data is displayed/verified when the action is executed by program CRM_WEBREQ_SIGNATURE_SHOW. see Actions in CRM Enterprise. For this you require the action profile VERIFY delivered by SAP in IMG activity Define Transaction Types of the relevant Web request. The person placing the request submits their signature in the form of a "digital seal" on the contents of the signature page. Activities The following explains the process of a digital signature. under Customer Relationship Management Web Channel E-Service Web Requests Define Request Category NOTE using the link Digital Signature with SAP. The uniqueness of the signature is only confirmed when all of the data on the signature page matches the signature. For more information on working with actions. 1. For an overview of tags that are not allowed.The request data on the start page is transferred to the signature page by using the Send button when a Web request is created. A number of HTML tags that support the inclusion of links or graphics do not fulfill these signature-conform requirements and are not allowed in the layout of the signature page.

the further transaction processing is carried out by a processor. The person placing the request must confirm this download in accordance with the browser settings. The request data is transferred to the signature page in a form that matches the signature. 5. and the public key of the certificate are transferred as an XML signature file to SAP CRM. The transaction is linked to the XML signature file that contains the signed request data. 4. NOTE The download of this ActiveX-Control to the Web client is started automatically when it is used for the first time. SAPSign starts the ActiveX-Control SAPSign Control. the signature. The following figure illustrates the digital signature for a Web request as described above: 273 . Their personal certificate is also displayed here which was read by the connected smart card. The BSP application SAPSign is called through Redirect. Based on the respective order. they can also verify and sign the signed request. 3. The person placing the request can find their request data to be signed in the SAPSign Control. The personal request data. The person placing the request signs the displayed request data using the pushbutton Sign. The request data is created as a transaction with attribute Web Request in SAP CRM.2.

is determined in the layout of the Business Server Page/s (BSP) of a Web request and the request data structure assigned as an XML file. You can use this final layout formation to adjust the appearance of the request forms in the Web client and the functional aspects (for example.Figure: Digital Signature of a Web Request Example SAP delivers SAP_DEMO003 (request for parking permit with digital signature) as an example of a Web request that can be signed digitally. as seen in the Web client. Only one request data structure is allowed for each Web request irrespective of the number of Business 274 . Layout Maintenance for BSP-Based Web Requests The following contains information on how to maintain the layout of the BSP pages of the Web request generated by the system. error handling. navigation. field default entries and so on) to suit the requirements of your organization. The appearance of the Web request form.

Server Pages that you have intended for a Web request that refer to the BSPs. The HTML page built in the Web Client (browser) is based on the HTML formatting defined in the BSP layout as well as the attributes of the input fields defined in the request data structure. Scripting instructions are indicated in the layout by "<%.. 275 . The relationships between an input field of the HTML layout and their field content is created in the BSP layout using the corresponding Xpath . At runtime.%>". The following graphic illustrates how a Web request is called. The data on the request data structure is derived using the server-page scripting instructions. for entry checks) Server page Scripting instructions This includes ABAP instructions used to call methods and events. scripting instuctions are replaced on the Business Server Page by the dynamically determined result. field parameters of the XML request data structure. see Request Data Structure. Features The layout of a Business Server Page consists of the following components: • • • Standard HTML formatting to design the page layout Client-page JavaScript (for example.. For more information. NOTE Adobe-based web request forms are also supported as an alternative to BSP-based request forms. server-page error messages and online text repository texts.

You use the internal text editor to maintain the source text directly in the BSP development environment.Figure: Structure of HTML layout of Web request Activities You maintain the layout of a Business Server Page in the Web Application Builder. This requires good knowledge of HTML and is usually very long. Alternatively. the source text using the external HTML editor by choosing NOTE 276 . You then start maintaining Edit Start Local HTML Editor . under Utilities Settings on the tab page Business Server Pages. You get to this by choosing the button Change after generating a BSP application of a Web request (see step 5 under Setting up Web Requests) in the detail processing of a request category view (IMG activity Define Request Category). Dreamweaver) or Microsoft Frontpage. You assign an external HTML editor in the Web Application Builder. HTML Layout You can use the internal text editor or external HTML editors for maintaining the page layout of a Business Server Page. you can use external HTML editors such as the usual design tools (Adobe GoLive.

277 . All possibilities of JavaScript are possible. Links to other pages can also be used. however you should try to display these pages in a dialog box in order to avoid terminating the navigation. see JaveScript in Web Requests. Client Page JavaScript You can use JavaScript for client-page checks and other client-page actions. JavaScript is first run with each event and then the BSP event is branched to. For more information. see: • • Server-page Scripting Instructions: Layout Definition Server-page Scripting Instructions: Event Control JavaScript in Web Requests The following are examples of uses of JavaScript in the layout of the Business Server pages (BSPs) for Web requests: Calling from JavaScript in the Layout The following example shows how JavaScript is called when a request is sent: <FORM name=TheHTMLForm method=post onSubmit="return chkFormular()" > Calling JavaScript when clicking the button Send Request: <INPUT type=submit value="Submit Request" name="onInputProcessing(SUBMIT)" onClick="return chkFormular()" > In this case. For more information.Note that certain HTML tags are not allowed in the layout of signature pages (see Digital Signature for Web Requests). Server-page Scripting Instructions You can use server-page Scripting instructions to define more layout definitions and/or event control of a Web request.

A hidden field with the name "mode" is used for this in the layout. If you have a problem like this.forms[0].name = "onInputProcessing(SEARCH)". document. If the BP entry is selected from the hit list. Use fields in JavaScript Calling fields in JavaScript can cause problems as the names of the fields are defined as XPath in the XML request data structure (recognizable by " / " separated subnodes). <input name="mode" type="hidden" /> The round trip is carried out in JavaScript with "Submit" with this hidden field: document.Force round trip with JavaScript There are cases when a round trip should be carried out using JavaScript and not by double clicking.elements ["mode"].value = 1. you can call the fields of the request data structure using the following syntax: document.submit().value = 1.forms[0].getElementById('length'). Server-Page Scripting Instructions: Layout Definition 278 . An example of this is navigating in a BAdI using a specific JavaScript Event. This is programmed for the business partner search in the Sample request SAP_DEMO02 as an example. Or an even better solution would be to use the generated ID: document. The BSP application for the business partner search is started in a new dialog box using JavaScript.forms[0]. the data is transferred to the request form and a "Submit" is triggered with the event SEARCH that preassigns the data of the business partner found.elements["//request/car/length"].

17. 16. 15. There are no restrictions in this respect. 13.Each individual page of a BSP application is defined using HTML. 12. 9. or to issue server-page error messages. each page contains additional scripting instructions in order to "mix in" the field attributes of the request (net data of the request data structure) with the HTML request form. 5.%> </font> </td> </tr> </table> </p> For more information. ls_message type uxb_s_message. 18. %> <p> <table> <tr> <td> <font color="#FF0000"> <% loop at lt_message into ls_message. 10. 7. 4. These scripting instructions are depicted below: Defining the Scripting Language Each page begins with the definition of the language user for the server-page scripting: <%@ page language="abap" %> Output of Server-Page Error Messages Server-Page error messages are included in the source code in the following example: SYNTAX 1. see Error Handling in Web Request Forms. 2. In addition to this. %> </div> <% endloop.%> <div id="messageText" tabindex="0"> <%= ls_message-message. if lt_message is not initial. <% Data: lt_message type uxb_t_message. 3. 11. lt_message = application->get_messages( ). 14. 6. 8. 279 . 19.

<form method="POST" > . selection buttons. <%= otr(crm_service_webrequest_example/$lastname) %> </label></td> For more information about processing OTR texts. Form Mode (display/change) You can use the following methods to switch input fields to change mode (the method returns "disabled" ): <%= application->disabled( '//…/…/…' ) %> In create/change mode.Output of Online Text Repository Texts (OTR Texts) The following source code displays the how OTR texts are called in the Online Text Repository: SYNTAX 1. 4.. </form> The features of the request form fields are defined as text fields. 2. 280 . 3. see OTR Directives. This is not considered in more depth in this context. and so on in this <form> tag and the reference to the corresponding field in the request data structure is addressed through a path. the method returns " ". Defining Request Form Fields The reference to input/output fields contained in the request data structure is defined in the <form> tag. The setting of the mode is controlled using the URL that you use to call the HTML page of a BSP application. <td width="170"><label for="name"> <%= otr(crm_service_webrequest_example/$firstname) %>..

Figure: Different Field Categories in the Request Form One-Line Text Fields SYNTAX 1.Defining Field Categories The following examples for request form fields are described here as minimal definitions – more attributes (for example.. size.. 3. max length. Dropdown Box 281 . <input <%= application->disabled( '//request/applicant/email' ) %> type name = #text# = "//request/applicant/email" value = "<%= application->get( '//request/applicant/email' ) %>" > RECOMMENDATION Assigning default request data entries: If the request data structure is prepopulated with server-page data before the Web request form is displayed in the Web client (via the BAdI method FORM_ON_CREATION. 4. The following figure gives an overview of the field categories shown here.) are also possible.. for example with the business partner data of the requester) this data is then put in a text field as default values. 2.

<select <%= application->disabled( '//request/car/length' ) %> size="1" name="//request/car/length"> <option <%= application->selected( path = '//request/car/length' value = '1' ) %>> shorter 2m</option> <option m</option> <option <%= application->selected( path = '//request/car/length' value = '2' ) %>> longer 2m</option> </select> Radio Button Group A joint path is used for a radio button group. The individual radio buttons are grouped by the same name: <input type="radio" name="//request/car/type" value="1" <%= application->checked( path = '//request/car/type' value = '1' ) %> <%= application->disabled( '//request/car/type' ) %> /> car <input type="radio" name="//request/car/type" value="2" <%= application->checked( path = '//request/car/type' value = '2' ) %> <%= application->disabled( '//request/car/type' ) %>/> motorcycle Checkboxes 282 . The values can be formed individually.

<input type=“hidden” name="//request/car/engine" value=""/> <input type = "checkbox" name = "//request/car/engine" value = "X" <%= application->disabled( '//request/car/engine' ) %> <%= application->checked( path = '//request/car/engine' value = 'X' ) %> > Multiline Text Field <textarea <%= application->readonly( '//request/comments' ) %> name="//request/comments"> <%= application->get( '//request/comments' ) %> </textarea> See also: Server-Page Scripting Instructions: Event Control Layout of a Web Request 283 . The "hidden field" fulfils the function that this value is always sent to the server even if the check box is not selected and no value is returned.With checkboxes it is necessary to create an additional input field of category "hidden" in addition to the check box. this value overrides the value of the "hidden field". As soon as the checkbox is selected. This small trick is necessary in order to avoid a basic problem of HTML and Web browsers.

These events are triggered using the following buttons Page Forward and Page Back: <input type="submit" value="Next Page" name="onInputProcessing(NEXT_PAGE)"> <input type="submit" value="Previous Page" name="onInputProcessing(PREV_PAGE)"> The corresponding BSP pages (here with the technical names next_page and prev_page). This logic can be defined using BAdI method FORM_ON_EVENT to redefine the parameter CD_NEXT_PAGE. previous page.Server-Page Scripting Instructions: Event Control Web requests support predefined server-page events for which the following functions can be used: • • • Page navigation (next page. CD_PREV_PAGE and CD_FROM_EXIT_URL. in which you can navigate through the BSP application. exit) Check data entered Submit request data Events for page navigation Events NEXT_PAGE and PREV_PAGE can be used to navigate between the different pages. to be able to skip certain pages depending on the field entries. For example. Exit event Event EXIT is triggered using the Cancel button: 284 . should be defined in the hidden fields UWS_NEXT_PAGE and UWS_PREV_PAGE: <input name="uws_next_page" type="hidden" value="next_page"/> <input name="uws_prev_page" type="hidden" value="prev_page"/> Dynamic navigation control using the BAdI In some cases it may be necessary to control the order of pages dynamically in accordance with the request data entered.

%> <input type="submit" value="Check" name="onInputProcessing(CHECK) "> <input type="submit" value="Submit" name="onInputProcessing(SUBMIT)"> <% endif. This occurs through the following command: <%= application->insert_hidden_parameters( ) %> Events for transferring request form data to the application You can trigger events CHECK and SUBMIT analog to the above-mentioned navigation events.<input type="submit" value="Exit" name="onInputProcessing(EXIT)"/> This branches to a freely definable URL that you can specify using the hidden field UWS_FORM_EXIT_URL (in this example www. Page parameters Page parameters that refer mainly to the runtime environment are also generated in each BSP application generated. the version) must then be transferred to the application as hidden fields. Otherwise. with the data from the form or parameters of the URL.sap. the mode is first checked. <% if not application->mode( ) = 'DISPLAY'. These are filled by the relevant request.com): <input name="uws_form_exit_url" type="hidden" value="http://www.com"/> The basic data (for example. more than one service order might be created for each request placed.sap. in cases of an operating error. 285 . NOTE Make sure that the event SUBMIT can only ever be triggered once for each Web request. the navigation is also triggered for the page specified under UWS_NEXT_PAGE. As these events are only useful in the create/change mode. This is the confirmation page by default. in other words. %> If event SUBMIT is executed.

Overview of page parameters Parameter Description UWS_APPLICATION In the case of Web requests this is CRM_ORDER GUID of the form (is only filled through the URL when something is UWS_GUID changed) UWS_MODE Mode: CREATE. CHANGE or DISPLAY GUID of the original request (field is filled once the request has been UWS_REFGUID created. This is shown in the following example: * get guid lv_object_guid = application->get("//uxx:envelope/uxx:header/uxx:ref_guid' ). or when the transaction instances are used) UWS_SERVICE_ID Identification number of request category UWS_VERSION Form version Accessing XML data in the event handler: Request data should be accessed using the corresponding BAdI method. Another possibility is to use the GET method in the event handler. Do you need data for the layout but in the Event handler. you can include the field in the form and assign the content using the same name with the corresponding page attributes. More Information Server-page Scripting Instructions: Layout Definition Layout of a Web Request Layout of a BSP-Based Web Request 286 .

The first page (page_form) is intended for entering request data. The second page (page_confirm) issues a confirmation to the requester that the request was forwarded successfully. The request consists of two pages. Request Form (page_form) The following figure shows the layout of the request form (page_form): Figure: Request Form in the Web Client <%@ page language="abap" %> <html> <style> </style> <head> </head> <body> <font color="#FF0000"> <div id="messageText"><%= application->message_text( ) %></div> 287 .The following example illustrates the HTML pages and the corresponding source codes for a BSP-based Web Request.

first name</td> <td><input type="text" size="20" name="//request/applicant/name/first_name" value="<%= application->get( '//request/applicant/name/first_name' ) %>" > <input type="text" size="20" name="//request/applicant/name/first_name" value="<%= application->get( '//request/applicant/name/last_name' ) %>" > </td> </tr> <tr> <td>E-Mail</td> <td><input type="text" size="43" name="//request/applicant/email" value="<%= application->get( '//request/applicant/email' ) %>" ></td> </tr> </table> 288 .</font> <form method="POST" action="<%= application->action( ) %>"> <table> <tr> <td>Name.

<!-.select feld --> Length: <select <%= application->disabled( '//request/car/length' ) %> size="1" 289 .radiobutton --> <table> <tr> <td> Type: </td> <td> <input type="radio" name="//request/car/type" value="1" <%= application->checked( path = '//request/car/type' value = '1' ) %> <%= application->disabled( '//request/car/type' ) %> /> Car </td> </tr> <tr> <td> </td> <%= application->checked( path = '//request/car/type' value = '2' ) %> <%= application->disabled( '//request/car/type' ) %> /> Motorcycle </td> </tr> </table> <p> </p> <!-.

Set hidden fields for navigation ----------------------------------.Checkbox --> Diesel: <input name="//request/car/engine" type="hidden" value=""/> <input type="checkbox" name="//request/car/engine" value="X" <%= application->checked( path = '//request/car/engine' value = 'X' ) %> <%= application->disabled( '//request/car/engine' ) %> /> <p> </p> <!-.> <input name="uws_next_page" type="hidden" value="page_confirm"/> <input name="uws_prev_page" type="hidden" value="page_form"/> 290 .name="//request/car/length"> <option <%= application->selected( path = '//request/car/length' value = '1' ) %>> Shorter than 2m</option> <option <%= application->selected( path = '//request/car/length' value = '2' ) %>> Longer than 2m</option> </select> <p> </p> <!-.

com"/> <!-.<input name="uws_exit_url" type="hidden" value="http://www. system control parameters -----------------------> <%= application->insert_hidden_parameters( ) %> <!-------------------------------------------------------------------------------> </form> </body> 291 . %> <!-.are not needed in this case ------------------------------------------> <!-. forward" name="onInputProcessing(NEXT_PAGE)"> --> <!-.> <% if not application->mode( ) = 'DISPLAY'.<input type="submit" value="P.Fields and buttons for checking and submitting entries --------------.Buttons to scroll forwards and backwards for forms with more than one page ---------> <!-.<input type="submit" value="P.sap.<input type="submit" value="exit" name="onInputProcessing(EXIT)"/> --> <!-. back" name="onInputProcessing(PREV_PAGE)"> --> <!-. %> <input type="submit" value="Check" name="onInputProcessing(CHECK) "> <input type="submit" value="Submit" name="onInputProcessing(SUBMIT)"> <% endif.Set the dark.

The layout of this page is as follows: Figure: Confirmation Page in the Web Client <%@ page language="abap" %> <html> <head> <title> </title> </head> <body> <form method="post"> <!-.default font--> 292 .</html> Confirmation Page (page_confirm) The number of the created process is issued on this page via the Scripting order <%= application>external_id( ) %>.

error message--> <table> <tr> <td> <font color="#FF0000"> <div id="messageText"><%= application->message_text( ) %></div> </font> </td> </tr> </table> <p> </p> Thank you! <br> Your request was created under the number <%= application->external_id( ) %> . <p> </p> <%= application->insert_hidden_parameters( ) %> </font> </form> </body> 293 .<font face="Arial" size="2"> <!-.

To prevent data being lost for further processing. both are supported for Web requests. The validity period of the server-page cookies is preset for Web requests to five hours. The main point here being that several parallel users could overload the working memory of the SAP Web Application Server (Web AS). Stateless BSPs and Server-Page Cookies Stateless BSP applications remain on the Web AS only as long as working memory and an individual request are available. Technically. As of Release CRM 4. Features In earlier releases all Web requests were generated as stateful BSP applications. Ideally. We ecommended that you create BSP applications intended for a large number of users at the same time as stateless. the working memory is released again. including mixed forms.0 Add-On for Service Industries the stateless edition is also provided for Web requests and Web requests are generated by default as stateless BSP applications. the data is stored temporarily as server-page Cookies. see the SAP Library. A session is terminated once this time has elapsed. This supports method calls OnManipulation (save data) and OnRequest (reading data). under Session Handling. 294 . A conversion to stateful is possible without any problems. Stateful BSP applications are therefore only suitable for more complex applications that are used by a limited number of users at a time. For more information about this.</html> Setting as Stateless or Stateful Web Request You must weigh up the pros and cons of executing these as stateful or stateless BSP applications for the conception of your Web requests. Once the request has been processed. processor views are best suited to stateful BSPs.

should be stateful. Stateless Programming The Roll area is reduced with each round trip with stateless BSP applications. You should therefore make sure that a request cannot be changed simultaneously (for example. This means that all data in the puffer gets lost. An error message is issued when the second person tries to save the same version. that of two users being able to access the same request data to make changes at the same time. Stateful BSPs It may be useful for certain scenarios to use these as stateful BSP applications. thereby preventing the same version being saved again. You can define this in the Web Application Builder for a BSP application as follows: If the whole BSP application should be stateful. The changes to the request data are normally saved as versions (see Versioning Web Requests). the data changes made by the person to save first are saved. If only certain pages. define this for a BSP application on the Characteristics tab page. 295 . These expired cookies can be deleted using program BSP_CLEAN_UP_SERVER_COOKIES.Note that the data contained in the cookies is not automatically deleted from the database when a session is terminated and therefore blocks space unnecessarily. for example the view of the processor. For more information on storing data temporarily. If you use a BAdI implementation in a stateless BSP application. by setting a different status in the transaction). see Stateless BSP Applications. you can read parameter ID_STATELESS and program it accordingly. If the exception case applies. For this reason. you cannot for example program on the global variables of function modules. We recommend that you schedule this program regularly as a background job. Blocking Stateless BSPs It is not possible to block a request with stateless BSP applications. you must define this for the individual BSP pages on the Characteristics tab page in the screen section State by setting the option Stateful from here and the lifetime Session. All pages of the BSP application can then be executed as stateful sessions automatically.

you should use Server Page Cookies. you can adjust these Web requests manually as executable stateless BSP applications (stateless BSPs are also technically supported for older CRM releases as of Basis component 6. you can do this with event SUBMIT in the BAdI method FORM_ON_EVENT using a transaction instance.0 and are therefore stateful. For larger amounts of data. If you want to save data temporarily (for example. request fields or hidden fields can be used in the layout for smaller data amounts. A new transaction instance must be created for each round trip for this using CRM_ORDER_MAINTAIN. This update is required at the end of each BAdI method in stateless sessions (for example FORM_ON_EVENT). the current request data gets lost. A rethink is necessary for stateless BSPs: For price calculations or similar tasks. If you want to support that field entries can be made in the request form with real time. 296 . the data from the whole transaction must be accessed. For more information. see Stateful BSP Applications. As an example. More Information Migrating from Stateful BSP Applications to Stateless Migrating from Stateful BSP Applications to Stateless If you are already using Web requests that were generated before Release CRM IS 4.Make sure that it is not possible to switch from a stateful page to a stateless page within a request category view.0 SP02 it is possible to access transaction processing already at runtime using a Transaction Instance. If this is possible. attachments). this is used to calculate the price in sample request SAP_DEMO05. The modules from function group CRM_WEBREQ_ONLINE_PRICING are constructed in such a way that first the global data is set and then posted using module CRM_WR_ORDER_MAINTAIN. Transaction Instances As of Release CRM 4.20 SP40).

1. 2. Enter the additional method calls in the source texts of all BSP pages (except the confirmation page): 1. The data is read and recreated from the cookie with this method. change to the corresponding BSP page and define the Stateless from now on option on the Properties tab page in the Status screen section. delete the Stateful indicator on the Properties tab page. If you only want to change individual BSP pages from stateful to stateless. 2. Here you should enter the following method call: CALL METHOD application->on_manipulation 297 .Proceed as follows for the migration: 1. The data is saved shortly before it is displayed in the cookie in BSP event OnManipulation. Enter the following method calls in BSP event OnRequest: CALL METHOD application->on_request EXPORTING ir_http_request = request ir_bsp_runtime = runtime ir_bsp_page = page ir_bsp_page_context = page_context ir_bsp_navigation = navigation id_event_id = event_id. If you want to change the whole BSP application in stateless. Call the screen Web Application Builder: Change BSP Application in transaction SE80 or in the Customizing for CRM for the respective request category using IMG activity Define Request Categories. 2.

EXPORTING ir_http_response = response ir_http_request = request ir_bsp_page = page ir_bsp_page_context = page_context ir_bsp_runtime = runtime. If you want to read the data from the database. Optional: Display of request data on the confirmation page If the BSP-confirmation page is displayed by a Web request. use method call on_initialization in BSP event OnInitialization: CALL METHOD application->on_initialization EXPORTING ir_http_request = request ir_http_response = response ir_bsp_navigation = navigation ir_bsp_runtime = runtime. Layout Maintenance for Adobe-Based Request Forms 298 . NOTE Both these method calls must be entered in all BSP pages. even if the page is stateful. 3. the request data is already in the database.

If you are using Adobe forms. 299 . Features Web Dynpro Application The Adobe form for a Web request category view is displayed in a Web Dynpro framework program. Prerequisites A valid version of Adobe Acrobat or Adobe Reader has been installed on the front end (see SAP Note 834573). These functions are controlled as standard by the Web Dynpro component CRM_WEBREQ_IAF.When you create a Web request. as an interactive Adobe form for each request category view in the Customizing activity Define Request Category. Layout maintenance using a BSP-based Web request requires you to have extensive HTML knowledge. which is supplied for Web requests. the Check and Send buttons are displayed below it and error messages are displayed above it. The interactive PDF form is displayed in the framework program. alternatively. the Adobe functions for interactive forms and print forms that are integrated in SAP NetWeaver are available to you for Web requests (see SAP Interactive Forms by Adobe). you can define whether the layout of the request form is to be generated as a BSP application or. The benefit of using Adobe-based Web requests instead of BSP-based requests is that it is much easier to design Adobe forms using the Adobe LifeCycle Designer. This program supports the integration of Adobe functions for Web requests.

By choosing Change or Display. which is integrated here. If you choose Create. You can use this program to perform layout maintenance for the PDF form without any programming knowledge.Figure: Adobe Layout Structure for a Web Request If you want to set up the layout (such as the screen size) or an alternative function scope (such as different buttons) for your request category views. Input Help You can support a fixed or dynamic input help in Adobe-based request forms: • Fixed Input Help 300 . you can program this in a separate Web Dynpro application (see Activities). you switch to layout maintenance for the form. You perform layout maintenance for the form in the Adobe LifeCycle Designer. Interactive Adobe Form You perform generation and layout maintenance for an interactive Adobe form in the Customizing activity Define Request Categories under Request Category Views. the system uses the Web request request data structure to create a PDF form that contains all of the fields in this request data structure.

Choose Copy to create your own Web Dynpro component as a copy of CRM_WEBREQ_IAF.1. Create Web Dynpro Component Open the Web Dynpro component CRM_WEBREQ_IAF in the Object Navigator (SE80).1. Note that the nodes in the context always have names in capital letters. First. you can incorporate a dropdown list for selection in layout maintenance for the respective form field. use the REQUEST. EXAMPLE Example mapping of Web Request – Web Dynpro Context: For the XPath ‚//request/applicant/name/firstname’.APPLICANT. In this case. The FIRSTNAME node has been saved as an attribute. you create a separate Web Dynpro application and Web Dynpro component as follows: 1.A fixed input help is possible for fields in the request data structure that are based on a data element with fixed domain values. Lastly. Save and activate the component controller. see Supported Elements of the Adobe Library. you can program this in a separate Web Dynpro component. For more information about the use of dropdown lists in the Adobe LifeCycle Designer.NAME’ path to navigate in the Web Dynpro context. you enter the data that is defined as possible entries in a name/value table. The Web Dynpro component CRM_WEBREQ_IAF supplied by SAP contains example code in the FORM view in the WDDOINIT method. which describes a specific example of making entries in the Web Dynpro context. you define the setting in the Adobe LifeCycle Designer for the use of dropdown lists. You then assign the table to the respective Web Dynpro context. 301 . Activities The following procedure describes how you can also use pure PDF layout maintenance with the Adobe LifeCycle Designer to modify the layout of the Web Dynpro framework program. as described under Fixed Input Help. Use the secondary mouse button to access the context menu from the Web Dynpro component. • Dynamic Input Help If you want to support a dynamic input help at runtime. In this situation.

302 . 2.EXAMPLE You can change the selection of buttons in the FORM view in your Web Dynpro component. 3. Create your Web Dynpro application with the following settings: Component <Your Web Dynpro component> Interface view REQUESTS Plug Name SET_PARAMETER EXAMPLE You can for example modify the height and width of the Web Dynpro screen on the Parameters tab page. More Information Web Dynpro ABAP Business Rule Framework for Web Requests The Business Rule Framework (BRF) provides you with a runtime environment for checking and manipulating Web request data according to BRF rules that you can define yourself. Create Web Dynpro Application Open the context menu for your package in the Object Navigator (SE80) by using the secondary mouse button and choose Create Web Dynpro Web Dynpro Application . Use Customer-Specific Web Dynpro Application for Request Category View Select the request category view to be modified in the Web Request Customizing settings in the Customizing activity Define Request Categories and assign your own Web Dynpro application under Web Dynpro Application. for example.

303 . the BRF allows you to • • • output confirmations to the requester or administrator if request data is missing or incorrect the automatic evaluation and preparation of requests for the respective administrator use BRF objects universally for several Web requests You can use the BRF for processing both XML-based request data and transaction data. Integration You call the BRF with the following two function modules: • CRM_WR_BRF_RAISE_EVENT_ONLINE This module is designed for BRF events when the request form is being processed. The module should be implemented with the method FORM_ON_EVENT of the Business Add-In CRM_SERVICE_WEBREQ. the BRF checks the data entry in the request form. A BRF event can contain several BRF rules. The BRF is called when the request from is sent using the module CRM_WR_BRF_RAISE_EVENT_ONLINE that is implemented in the BAdI method FORM_ON_EVENT. In a similar way. Features The integration of the BRF with Web requests and the BRF objects needed for this are illustrated below in a concrete example. 2. The module calls the BRF event CHECK (form check). The module should be implemented with an action. 1. The Specification for License Plate Number BRF rule is discussed exclusively below. you start the BRF from a CRM transaction with an action using the module CRM_WR_BRF_RAISE_EVENT_ORDER. In this example. • CRM_WR_BRF_RAISE_EVENT_ORDER This module is intended for BRF events within transaction processing.Among other things.

Each individual rule contains expressions that are related to each other and output a Boolean statement (TRUE or FALSE). If the statement is TRUE; then the action assigned to the rule is executed. In the example, the Web request expression 2REG_NUM delivers the requester’s input value to the BRF. The input value is evaluated in the second expression 2REG_NUM_INITIAL with the formula License plate number = " " determined there. 3. In the example, the expressions deliver the result TRUE (no entries were made in the License Plate Number field). In such a case, the action 2MSN_REG_NUM is triggered and so a message is transferred to the Web request log and displayed in the request form.

Figure: BRF Connection to the Request Form of a Web Request

RECOMMENDATION

The example illustrated here with the relevant BRF objects is available in the CRM system for demonstration purposes as a sample request SAP_DEMO04, as well as in the BRF application class CRM_WEBREQ_DEMO. 304

Generating Web Request Expressions You must create the necessary Web request expressions to define BRF rules and read later the respective Web request data. You can either create these expressions in the BRF manually, or use the generation program CRM_WR_BRF_GERERATE_EXP. With this program, you can easily generate the necessary Web request expressions of a request category. BRF Rules Tests in the Web Request Context You can test the BRF rules defined for a Web request category with the test program CRM_WEBREQ_BRF_TRACE. For more information about the functionality of the BRF, see the documentation for the Business Rule Framework (BRF). Activities For more information about setting up the BRF for Web requests, see the Implementation Guide under Customer Relationship Management Web Channel E-Service Web Requests Connect Business Rule Framework .

Messages with Field Reference

You can create a reference between an error message and the corresponding input field by using the parameter FIELD for an error message and defining the path in the input field. Features As soon as you have created a reference between the error message and the input field, the following attributes are possible:

You can navigate to the corresponding input field by double clicking on the error message. This sets the cursor/focus on the respective field.

305

Note that it is only possible to navigate on the BSP page being displayed.

Messages with field reference can be highlighted in the request form (see Formatting Incorrect Fields).

Example The following sample source text comes from sample request SAP_DEMO01 view S01_2.
SYNTAX

1. 2. 3. 4. 5. 6.

clear ls_message. ls_message-type = 'I'. ls_message-id = 'CRM_SRV_WEBREQ_EXMPL'. ls_message-number = '003'. ls_message-field = '//request/valid_from'. append ls_message to et_message.

Formatting Incorrect Fields

You can highlight incorrect fields in the request form by using the following method:
• • •

Insert standard style Redefine standard style Insert individual layout

Prerequisites You have defined a field reference between message and the incorrectly filled field using parameter FIELD. Example The following sample source texts come from sample request SAP_DEMO01 view S01_2

306

Insert standard style You insert method GET_ERROR_STYLE at the same time as method DISABLED:
SYNTAX

1. 2. 3.

<input id="email" <%= application->disabled( '//request/applicant/email' ) %> maxlength="<%= application->get( '//request/applicant/email/@uxx:maxlength' ) %>"

4. 5. %>" 6. 7. 8. 9.

name="//request/applicant/email" size="<%= application->get( '//request/applicant/email/@uxx:size' )

type="text" value="<%= application->get( '//request/applicant/email' ) %>" <%= application->get_error_style( '//request/applicant/email' ) %> />

The method checks whether errors exist and what type of errors they are. If several errors exist, these are issued in the following priority order error (E), warning (W) and information (I). Depending on the error category, the fields contain a red frame for errors, an orange frame for warnings, and a green frame for information. The following style is included for errors for example:
style="border-style: solid; border-color: #FF0000"

Redefine standard style If the standard style does not meet your requirements and guidelines, you can replace the standard layout with a colored background. This redefining of the standard style is necessary anyway for fields that do not have a frame that can be formatted (for example, a combo box).
<% application->set_error_style_e('style="background-color:#FF0000"' ). %> <% application->set_error_style_w('style="background-color:#FF9900"' ). %> <% application->set_error_style_i('style="background-color:#009900"' ). %>

307

NOTE

Make sure that you have defined the redefinition of the standard style using SET_ERROR_STYLE_[TYPE] before calling method GET_ERROR_STYLE. All HTML style sheets are allowed as format templates. With Web requests, you must redefine the standard style on each page. Individual Layout If you use a more complicated formatting for the fields, you must assign the corresponding formatting after calling method GET_ERROR_TYPE. The following sample source text demonstrates the display of error icons:
SYNTAX

1. %> 2. /> 3.

<% if application->get_error_type( '//request/car/reg_num' ) eq 'E'.

<img src="../CRM_WR_DEMO01/ico12_error.gif" width="12" alt="error"

<% endif. %>

Saving Incorrect Request Data

If you want to prevent event processing being terminated when formatting errors occur with incorrectly filled out ABAP Dictionary objects, you can define this using parameter UWS_NO_DDIC_EXIT. Features The parameter UWS_NO_DDIC_EXIT is generated in all pages of a BSP application by default. The presetting for this is that formatting errors in ABAP Dictionary objects cause the cause the event processing to be terminated.
<input name="uws_no_ddic_exit" type="hidden" value=" "/>

308

However, you can define that the event processing should not be terminated when formatting errors occur in the layout of each BSP page using the indicator VALUE="X". By defining this, you also indirectly ensure that BadI method FORM_ON_EVENT is run with the customer-specific error messages in each case.
NOTE

Note the following if you have set indicator VALUE="X": To prevent assignment errors or to stop having to carry out supplementary programming for the category check of ABAP Dictionary fields in the customer-specific BAdI methods, you must check whether a formatting error exists in table IT_MESSAGE (import parameter of BAdI method FORM_ON_EVENT). You can also check this using method CL_UXX_MESSAGE=>MESSAGE_EXISTING. Example The following example shows how you can read a message for field VALID_FROM using method CL_UXX_MESSAGE=>MESSAGE_EXISTING. If this is the case, the value "X" is returned.
SYNTAX

1. 2. 3.

IF cl_uxx_message=>message_existing( ir_node = ir_form_data_envelope

id_xpath = '/request/valid_from' ) IS INITIAL.

Persistent Error Messages

Checks are normally triggered with each round trip and then updated. If an existing error was solved (by the user or by the system with auto-correction), the corresponding error message is no longer displayed after the next round trip. If you want to display error messages permanently, you can program this using the PERSISTENT parameter.
EXAMPLE

309

The auto-correction of a data entered incorrectly with a persistent error message is programmed in SAP_DEMO01. Features All messages for which indicator PERSISTENT ='X' is set, are not deleted after an event run and are also not recognized as an incorrect field.
NOTE

To prevent persistent messages being issued several times, you must make sure that these messages are only run once. Example The following sample source text comes from sample request SAP_DEMO01 view S01_2.
SYNTAX

1. 2. 3. 4. 5. 6. 7.

clear ls_message. ls_message-type ls_message-id ls_message-number ls_message-persistent ls_message-field = 'X'. = '//request/valid_from'. = 'I'. = 'CRM_SRV_WEBREQ_EXMPL'. = '003'.

append ls_message to et_message.

Customer-Specific Message Parameters

You use customer-specific message parameters to control messages differently.
EXAMPLE

Application examples for customer-specific message parameters are:

310

The display of a message should be limited to a particular request category (for example, only processors should see the message). By classifying errors (minor error – major error) you cause a different message to be issued depending on the severity of the error. If you want to enhance the message structure with the customer-specific message parameters, you can use parameter MESSAGE_PARAMETER of category STRING to do this. Example The following sample source text comes from sample request SAP_DEMO01 view S01_2.
SYNTAX

1. 2. 3.

clear ls_message. ls_message-type ls_message-id 'CRM_SRV_WEBREQ_EXMPL'. = 'W'. =

4. 5.

ls_message-number ls_message-field '//request/car/length'.

= '006'. =

6. 7.

ls_message-message_parameter

= 'S01_2'.

append ls_message to et_message.

External Interface

The external interface enables you to create a Web Request on the basis of an imported XML request file. A service transaction is also generated with the linked XML request data in the Web Client with this offline mode, as with the online mode. You can also include files, as attachments, in a Web request by means of the external interface. Examples of applications for using the external interface are:

311

To generate Web requests submitted by requesters on paper forms (for example, PDF forms). In this case, the request data must be scanned onto paper and then converted into an XML request file by an external program. You can include the scanned document in the Web request as an attachment.

To forward request data incorrectly derived from one organization to another using the Remote Function Call (RFC). This generates a Web request automatically in the receiver organization.

The following figure illustrates one of the above-mentioned application examples: The request data submitted on paper must be scanned and then converted into an XML request file by an external program. The request data is formatted with the required parameters and the external interface is called using RFC. The corresponding request is generated in SAP CRM based on the request data (service transaction with the linked request data). The external interface also supports the optional transfer of files as attachments for the service process (represented by the dashed line below).

Figure:Generating a Web Request Using an External Interface

312

Prerequisites

The correct request category including the corresponding request data structure and transaction type are maintained for the respective request in Customizing for SAP CRM. Web request-conform XML file: The imported XML file has a XML data structure that corresponds with the request category and uses the same XML tags that appear in the request data structure of the Web request.

If the business partner is entered for the creator and requester, their master data must be created in the corresponding business partner roles.

Features Function Module CRM_WEBREQ_EXTERN_CREATE The RFC-compatible function module CRM_WEBREQ_EXTERN_CREATE is delivered for the external interface. The parameter Request Category determines the Web request to be created. The parameter Requester is used to assign the corresponding business partner in the role Sold-To Party. As extra parameters, you can enter the optional parameters Creator, a Category of CRM Activity Management, and a freely definable parameter. The parameters can also be transferred to the external interface using BAdI method FORM_ON_CREATION. Note that a customer-enhancement is only supported for this BAdI method. Function Module CRM_WEBREQ_EXTERN_CREATE_DOC This function module enables you to include additional files with a Web request, as attachments. Both compressed and uncompressed files of various formats are supported. The number of file attachments is not restricted. The attachments are appended to the respective CRM service process, from where it can be called. Parameter Category You can classify Web requests according to their origin using parameter Category. This way it is possible to distinguish between requests created online and those created offline. The field Category is hidden by default and can be selected for display in service process processing using the function Personalize.

313

You define the respective categories in Customizing for CRM by choosing Maintain Categories Demo Programs CRM_WEBREQ_EXTERN_WITH_UPLOAD .

Customer Relationship

Management Transactions Settings for Activities Maintain Categories, Goals, and Priorities

In the SAP GUI, two demo programs are provided for you to test the functions of the external interface:

Program CRM_WEBREQ_EXTERN_WITH_UPLOAD supports the offline creation of Web requests without attachments. Program CRM_WEBREQ_EXTERN_WITH_UPLOADA supports the offline creation of Web requests with attachments.

Start the demo programs in transaction SE38. For more information, see the program documentation. See also: For more information about the use of the external interface, see the relevant function module documentation in transaction SE37.

Interaction Using Transaction Instance

You can support an interaction with the corresponding transaction data in real time for the Web request creation by using the function modules of function group SAPLCRM_WEBREQ_ONLINE_PRICING. The modules of the function group can carry out the following functions when a request is being created:
• • • • • •

Make changes to the product assignment Select the product amount with the price calculation/price display Create request items Assign business partners Set an activity reason Set the system status

314

NOTE

More functions are possible when using function module CRM_ORDER_MAINTAIN. The data of a transactionis available as temporary data in the form of a transaction instance whilst the request is being made and is not just created in the CRM system after the request data has been sent. The request data is read with each round trip in which the transaction instance is updated and transferred to the request form again. The data in the transaction instance (for example, the GUID, assigned business partner, and so on) are copied when the corresponding transaction is created.
CAUTION

Note that transaction instances are only intended for placing the Web request, but cannot be used with transaction processing. Integration You implement the function modules of function group SAPLCRM_WEBREQ_ONLINE_PRICING in the method calls of BAdI CRM_SERVICE_WEBREQ (BAdI for processing the form of the Web requests). The following graphic is an example of a tateful BSP application: the price calculation/price display of a product during the request processing through to generating the transaction when saving/sending the Web request: 1. The transaction instance is generated with all corresponding fields and a GUID is created when the Web request is called in BAdI method FORM_ON_CREATION with module CRM_WR_INIT_ORDER. The GUID of the transaction instance is read and transferred to the XML envelope. 2. The requester specifies the desired number (for example, three units) in the request for the product and transfers the data using Enter. 3. You use module CRM_WR_CHANGE_QUANTITY to change quantities and module CRM_WR_ORDER_MAINTAIN to update the price calculation based on the product defined in the transaction instance in the BAdI FORM_ON_EVENT. 4. The accumulated price in the transaction instance is read using module CRM_WR_GET_PRICE and is then transferred to the XML request data and displayed in the request form.

315

5. The existing data of the transaction instance is read when the request form is saved and is then transferred to the transaction.

Figure: Price Calculation when Placing a Request using the Transaction Instance

NOTE

Note that temporary data of a transaction instance gets lost in stateless BSP applications. Because of this, you must create a new transaction instance with each new round trip in stateless BSP applications using function module CRM_WR_CREATE_ORDER. For more information, see Setting as a Stateless or Stateful Web Request. Features The following gives an overview of the function modules delivered. For more information, see the documentation on function group CRM_WEBREQ_ONLINE_PRICING and the corresponding function module documentation. Function group CRM_WEBREQ_ONLINE_PRICING

Function Module
316

Use

317 . SAP Demo Requests The following gives an overview of Web requests that are available as SAP demo requests in the standard system. the assignment of field defaults. such as working with several request category views.CRM_WR_INIT_ORDER Initialize service order for Web request CRM_WR_CREATE_ORDER Create service order instance CRM_WR_CREATE_ITEM Create standard Web request item CRM_WR_ADD_PARTNER Add partner to service order CRM_WR_ACT_REASON Set activity reason CRM_WR_CHANGE_PRODUCT Change product of first item CRM_WR_CHANGE_QUANTITY Change quantity of first item CRM_WR_ORDER_MAINTAIN Change transaction (update) CRM_WR_GET_PRICE Read accumulated price from service order CRM_WR_ADD_ITEM Create item with product and quantity CRM_WR_CHANGE_STATUS Change system status Example How a transaction instance is used and how the function modules are implemented is demontstrated in SAP_DEMO05: Request with Price Determination. certain functions. For example. The different application examples for which you can use Web requests are illustrated in the demo requests. and error handling are defined as allowed entries that you can implement by using Business Add-Ins in your own Web requests. You can use these as examples for your own Web requests. The demo requests shown here are from the area Public Sector.

You can call them in SAP CRM Customizing and test them as executable BSP applications under Customer Relationship Management . 318 . Features The demo requests are delivered as request categories in Customizing. Web Channel E-Service Web Requests Define Request Categories Overview of Delivered SAP Demo Requests: Request Category Demo Request SAP_DEMO01 Request for Parking Permit SAP_DEMO02 Request for parking permit for third party SAP_DEMO03 Request for parking permit with digital signature SAP_DEMO04 Request for parking permit without item SAP_DEMO05 Request with pricing Request for Parking Permit Request category SAP_DEMO01 provides an example of which layout functions you can implement in Web requests. To execute a demo request. The assignment of default entries for requester data and the error handling of incorrect or missing entries are displayed in the demo request category. The request category views S01_1 (requester view) and S01_02 (processor view) are delivered. You must define the alias for the user in the role Internet user – a user logs onto the system with their alias. you must first create the required business partner roles for the respective users. An overview of the required roles can be found under Web-Services for Self-Registration and Master Data Changes. The input and display fields available and the use of OTR texts are demonstrated.Prerequisites These demo requests are BSP applications that require registration.

Entry checks/error handling/auto-correction When using BAdI CRM_SERVICE_WEBREQ. Features The following characteristics and functions are displayed: Language-dependent texts OTR short and long texts enable you to support the texts of the field label language-dependently. the check is to see whether the special character "@" is entered in the field. the system makes an auto-correction that is displayed as a persistent error message. The following checks are implemented: • The e-mail address is a required entry field. combo boxes.Prerequisites You have created the business partner data including the role Internet user for the respective user (see Web Services for Self-Registration and Master Data Changes). selection buttons and checkboxes. The validity time is a required entry field. In this example. • • The license plate number is a required entry field. an error message is issued. Assigning default entries Business Add-In (BAdI) CRM_SERVICE_WEBREQ is used to assign default entries for fields in accordance with the relevant user by method FORM_ON_CREATION. If an older year is entered. Different input fields The demo request contains one/several-line text fields. the entries are checked by method FORM_ON_EVENT. Manual entry of address data is only allowed for the e-mail address. 319 . A check is carried out on the date format supported by the ABAP Dictionary and the year is checked to make sure it is no smaller than the current calendar year. If this special character is missing.

It is possible to navigate from the message to the corresponding field. Request for Parking Permit for Third Party Request category SAP_DEMO02 supports the function of creating a request for a third party as can occur through an agent in an Interaction Center (IC).• If the combination of category "motorcycle" and length "longer than 3m" is entered. The business partner determined is copied and assigned default entries from the settings defined in the Business Add-In (BAdI) FORM_ON_CREATION. a warning message is issued. The incorrect fields are highlighted in the processor view. A success message is issued if the entries in the request form are correct. Prerequisites You have created the business partner data including the role Internet user for the respective user (see Web Services for Self-Registration and Master Data Changes). Features The following views are available: View Use S01_1 Place request through agent in the Interaction Center S01_2 Agent processes request 320 . • See also: Error Handling in the Web Request Form BadI and method documentation of CRM_SERVICE_WEBREQ. The business partner search appears in a dialog box in the processor view. The request form is filled out by a processor or agent on behalf of the person placing the request (requester). NOTE The agents can use the business partner search of the IC WinClient in the IC.

3. The number of the business partner is hanged above the external parameter 'requested_by_bupa' and read and set in the method FORM_ON_CREATION of BAdI implementation CRM_WR_SAP_DEMO02. You create for example a position for this that you can assign the individual users to. You can now choose the Web request in the action box. Request for Parking Permit with Digital Signature Following the request for the parking permit in demo SAP_DEMO01. You can assign the IC profile using the enhanced object description of the position. Once you have defined all these Customizing settings you can start the Interaction Center.S01_3 Processor places request S01_4 Requester Notes for Configuring the CRM Interaction Center (WinClient): The view S01_1 is set up for the CRM Interaction Center (IC). Some Customizing settings are necessary for this as described below: For more information. 2. The key 'requested_by_bupa' is under the target element and under 'data origin' choose the business partner in SAP CRM. request category SAP_DEMO03 shows how the digital signature is used. Assign the IC profile to an organizational unit. The fields are then filled with the data of the selected business partner as default entries. Use the URL of view S01_1 as the URL. Choose a business partner and confirm. see the documentation on the CRM Interaction Center. Create an external parameter with the name 'requested_by_bupa'. Create an IC profile in IMG activity Maintain IC Profile and assign the action box configuration under the profile category ACTION_BOX_CONFIGURATION_SLIM. Create an action box configuration and enter the HTML configuration as the transaction. Create an HTML configuration in the Customizing of the CRM IC. Use the button Data Flow to connect the external parameter to the business partner in SAP CRM. Enter 'Requester' as the text and 'Import' as the element category. A Web request that can be signed digitally contains signature 321 . 4. 1.

page page1_sign as an additional BSP page. Prerequisites • You have created the business partner data including the role Internet user for the respective user (see Web Services for Self-Registration and Master Data Changes). 2. Submitting request data: As with request category SAP_DEMO01. 4. 3. The request data on the start page is displayed conform with the signature on the signature page. the signature package. without images. You are informed about the process being created on the confirmation page and can call the signed data from here using the button Display Signature. links or prohibited tags. Signing in control: The data on the signature page is displayed in the control SAP Digital Signature. select a certificate and choose the button Sign. 322 . This involves running BAdI CRM_SERVICE_WEBREQ. In other words. The certificates available for signing in the system are listed on the lower part of the control screen. • Process 1. Verification: The processor can check and display the signed date of the requester using the action Verify and Display Digital Signature in the process transaction of SAP CRM. are transferred to SAP CRM where a transaction is created. you transfer the data using the button Send. signature. You have successfully set up the necessary certificates (root certificate. and public key. consisting of the request data. in other words checks can be carried out by the system. client certificate). To carry out the signature. Creating a transaction: Once the request data has been signed.

In addition to this. Features SAP_DEMO04 is based on transaction type SWR4. which is a copy of transaction type SWRB. You can find the BRF objects created in the BRF application (transaction BRF) in application class CRM_WEBREQ_DEMO. 323 . a different screen profile is assigned to transaction type SWR4. This transaction type is intended for Web requests without billing. The fields Email Address. BRF Input Check A sequence of entries in the request form is checked by the BRF in SAP_DEMO04. and Valid From are thereby checked to ascertain whether a requester has made the necessary entries in these fields. Otherwise. Prerequisites You have created the business partner data including the role Internet user for the respective user (see Web Services for Self-Registration and Master Data Changes).Request for Parking Permit Without Item In contrast to SAP_DEMO01. License Plate Number. an error message is displayed in the request form. As such you will only find the payer in the partner schema and not the goods and invoice recipient. this demo request category is made up in the same way as the request category SAP_DEMO01 with the exception that an input check is implemented in SAP_DEMO04 with the Business Rule Framework (BRF). SAP_DEMO04 for Web applications is designed without billing. see Business Rule Framework for Web Requests. If the fields remain blank. The screen profile ensures that the tab page Item remains hidden under the SAP GUI in transaction processing. For more information about using the Business Rule Framework for Web requests.

The price is recalculated in accordance with the quantity selected.Request with Pricing The request category SAP_DEMO05 illustrates how you can access transaction functions at runtime when creating a Web request. Business partner search Using the button (Business Partner Search) you can assign a partner in a specific partner function in the request form. This demo request contains how a BSP application is called for the business partner search and how the price of a product is calculated. for example the organizational data could not be assigned properly. In this case an error message is issued and the amount ‘zero’ is displayed as the price. This example is for a contact person. • Features Pricing A process instance is generated using BadI method FORM_ON_CREATION which analog to the standard case is assigned an item with product and quantity one. You have defined the Customizing settings for the product and the organizational data. The system uses this data to calculate the price of the product and displays this in the form. Function modules from function group CRM_WEBREQ_ONLINE_PRICING are used for this. If an error occurs. You can choose the quantity of a product in the combo box of the Web request. the price calculation does not take place. 324 . a payer and the organizational data through the activity reason. Prerequisites • You have maintained the business partner data including the role Internet user for the respective user (see Web Services for Self-Registration and Master Data Changes).

you can make changes to the service transaction data (status. The request form is sent to Customer Relationship Management via the Internet where it is entered as the service transaction Web Request. also search criteria for Web requests from a set of specific request categories. and so on) or changes and enhancements to the request form (XML request data) yourself. view for the requester. a Web request can be created and processed directly in CRM. Each request category contains a request form tailored to the respective service. This involves filling out an electronic request form with request-specific data. • The processing history of the request form data is saved in versions. view for the processor). you can access a different set of request form data when displaying/changing the request data. business partner data. Features • The requestable services are provided for selection by means of specific request categories.Web Request as Service Transaction Specific services can be requested and processed by or for a requester using a Web request. and are entered as another version when saved. Setting Up Web Requests as Service Transactions 325 . The views are tailored to the processing functions (for example. thus. Changes are made to the latest request data version in each case. • • Request Category View If different views are available for a Web request. • Request Category Group Optional grouping criteria and. When processing a Web request. Alternatively.

processors can access the original request data of a requester directly or can call a version to be displayed from the selection of all processing versions. Accordingly. Customer Relationship Management Basic Functions Actions SAP delivers sample profile PARKING_PERMIT_WSSO that is set up for the sample request SAP_DEMO01: Request for Parking Permit.In transaction processing of CRM Service. you must make sure that the system finds the Employee Responsible partner function in Organizational Data Determination. Processor-specific Customizing settings can be made for processing Web requests as CRM service transactions. and specify the User value for this partner function nder Access Sequence. o If you create the transaction using a Web request. proceed as follows: o In Customizing. o Create the processor responsible for Web requests as a business partner with the Employee function and maintain the following settings under Control: Gender Personnel Number User 326 . create the Employee Partner Processing Define Partner Determination Procedure Resposnible partner function in the respective partner determination procedure. Prerequisites • You must have created an Action profile with the corresponding actions or methods in the Customizing of CRM. choose Customer Relationship Management Basic Functions . processors can see the change history of a Web request if necessary. The following provides information about the functions for processing Web requests. • To assign a processor as the employee responsible for Web requests. As such. you must enter an employee that the system can locate using organizational data determination. under Actions in Transaction . Assignment to the Employee Responsible partner function causes the transactions to be visible in the Workplace.

organizations and their contact persons 327 . As soon as you call a Web request to change. the request data of the most up-to-date version is called and is saved a new version when you save. Existing versions can no longer be changed and can only be called for display purposes. You define the relevant request category groups in the Customizing for SAP CRM by choosing Customer Relationship ManagementWeb Channel E-Service Web Requests Define Request Category Group Category. Web Request Versioning Each time a Web request is saved – even if no data is changed – the data is entered in the request form as a new Web request version. .Features Request Category Group An optional grouping criteria and therefore also search criteria for request categories is the assignment to a request category group. The respective request category group is provided as a search criterion for selecting service orders. You assign a group for a request category in the IMG activity Define Request Web Services for Self-Registration and Master Data Changes Users of Web services can use this function to carry out self-registration or master data changes. These Web services can be executed as BSP applications using a Web client. The following scenarios are supported with these Web services: • • • Registration of a person Registration of an organization and their contact person Changes to the master data of registered people.

Features SAP delivers a number of sample BSP applications that you can copy and modify to suit your requirements. password) of the users can be displayed or changed through the Internet user role. The roles Payer and Consumer of the business partner are required for payroll/salesdependent business transactions. whose authorizations you defined earlier. and Consumers. The user inherits the authorizations of a reference user. The access data (user ID. Payers. The user and the business partner are linked via a central person. Registration of a person When a person is registered. The business partner of the business partner category Person is created in the business partner roles Internet Users. The following figure explains the connection between the user. a central person and a business partner are created. the central person and the business partner after a person has registered. alias name. a user. Registration of a person Registration of an organization and their contact person 328 .

Registration of an organization and their contact person Master Data Changes The Web services for master data changes allow users of Web services to maintain address and communication data themselves. A user. linked to each other via a contact person relationship.The registration of an organization is carried out by a contact person. a user with the corresponding authorizations of a reference user are created for the contact person. a central person and two business partners. At the same time. are created in the system with this registration. User and business partner of the contact person are linked through a central person. the central person and the business partner of a contact person and the contact person relationship to the respective organization. A business partner of the category Person is created in the roles Internet users and Contact partners for the contact person. The following figure explains the connection between the user. 329 . The reference to both business partners is created through a relationship. the second business partner of the category Organization is created in the roles Consumer and Payer. As this person also carries out the orders of the organization when acting as deputy.

and in-house repair orders always refer to a product. you can create complaints.Activities For more information about the settings to be made for BSP applications for self-registration and master data changes. under Customer Relationship Management Web Channel Basic . services. You can use complaints and returns in both sales and service. Complaints can either be product-related or have no reference to products. Settings Internet User Special Settings for E-Service Web Requests Complaints and Returns In complaints processing. Entry options for individual transactions: Complaints CRM WebClient UI Interaction Center (IC) WebClient E-service Mobile service Mobile service for handheld 330 Complaints with reference to billing documents X Returns X In-house repair orders X X X X X X X . complaints with reference to billing documents. returns. and in-house repair orders for products. see the IMG of CRM. or deliveries with which customers are dissatisfied. Complaints with reference to billing documents. returns.

Back End Systems (Enterprise Resource Planning Systems) For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC). This means that you can create complaint transactions or returns transactions with reference to preceding transactions. This simplifies the creation of complaints since all data (such as. NOTE The additional functions for in-house repair processing are described in In-House Repair Orders. This function is available in CRM WebClient UI and mobile service. • Reference during creation of complaint as follow-up transaction You can create complaints directly from the items in a sales transaction or service process. see Data Exchange for Complaints: SAP CRM – SAP ECC. For ease of reading.Extended Complaints and Returns in E-Service EDI Integration SAP CRM X X X X X Complaints processing is integrated with service processes and sales transactions. products. and prices) is transferred from the preceding transaction. you can refer to the following business objects: o o CRM billing transaction Product service letter 331 . partners. quantities. Features The following functions are available for complaints. and in-house repair orders. returns. the features described only refer to complaints. which allows you to copy the data from the associated preceding transaction. • Reference during creation of a new complaint When you create a new complaint.

You can enter a reference to products. billing documents. such as billing transactions or delivery transactions in SAP ECC. • Reference after creation of complaint You can create references to transactions from existing complaint transactions. This function is available in the CRM WebClient UI. 332 . see Subsequent Assignment of Preceding Transactions. You can refer to CRM business transactions. • Reference from an activity to a complaint You can create a subsequent assignment to a complaint right from an existing activity. This function is available in the CRM WebClient UI. References to objects other than CRM business transactions are supported by a Business Add-In. • Referencing reference objects You can more precisely define the product or service that is the subject of the complaint by entering a reference object for an item. the system prompts you to enter a reference object when creating a complaint.o o Marketing campaign Transactions in integrated systems. Referencing is supported at header and item level. You can then select the individual items from the reference object to be copied into the complaint transaction. for example. installed base components. For more information. or transactions in integrated systems. This information is then available in BI Content. or objects. You can use the relationship between a product and an installed base to extract information to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) for analysis purposes. which allows you to analyze complaints to identify problems related to the installed base in which a product is installed. or delivery transactions in another inventory management system Once you have specified in Customizing that references to business objects are allowed for your complaint transaction type.

the system uses the lesser of the following values as the maximum quantity: o Total quantity in order minus quantity of existing complaints relating to order minus quantity from substitute deliveries Total quantity in follow-up transaction minus quantity of existing complaints relating to follow-up transaction minus quantity of the substitute deliveries relating to follow-up transaction o This function is available in the CRM WebClient UI. 333 . and mobile service. • Product check For certain return types. e-service. the system checks whether the product can be returned. you can enter serial numbers that can be validated. • Warranty check You can set up a warranty check to automatically determine valid warranties for products in a complaint item and for reference objects in a complaint. • Quantity check An automated check ensures data consistency.This function is available in CRM WebClient UI. the warranty allows a refund in the case of a defective product. If. the system also proposes the maximum quantity of products or services that can be entered. for example. you can immediately create a credit memo. It makes sure that the amount of complaints that were created is not greater than the amount of products or services that were sold to a customer. For new complaint items. see Warranty Check for Coverage of Services. If you create a complaint with reference to a document that is a follow-up transaction to the original order. You can use the warranty information to decide what action should be taken in response to a complaint. For more information. • Serial numbers In complaints transactions and returns transactions.

which makes complaint entry faster and allows automatic analysis. dates can be automatically displayed according to the parameters of the Service Level Agreement associated with the relevant contract item. and approval) until it is released or declined manually. and mobile service. from the assigned contract to the complaint transaction. • Contract determination You can set up an automatic search for valid customer contracts that the system runs when you create a complaint item. • Investigation The system uses automatic execution of business rules to release or decline complaints. • Manual or automatic date assignment You can enter dates in the complaint. If defined criteria cannot clearly identify the situation. or the date by which a decision must be made. see Service Contract Determination. 334 . the document can be transferred into the investigations workflow. for example. including price agreements. For more information. This function is available in the CRM WebClient UI and in e-service. e-service. The document is then investigated further in different processing levels (research. These dates can be used for monitoring and escalating complaints. The system then displays a list of valid contracts from which you can select the desired contract. analysis. You can either enter dates manually or let the system enter them automatically. If there is only one valid contract. This function is available in the CRM WebClient UI. For example.This function is available in the CRM WebClient UI and in e-service. The system copies the data. the date of the first response. This function is available in CRM WebClient UI. such as causes of damage. • Categorization You can use categorization to define predefined content. the system can automatically assign this contract.

• Status tracking You can use the search to monitor complaint processing by checking the status. This function is available in the CRM WebClient UI. or delivery to an internal or external remanufacturer. such as a credit memo or a substitute delivery.• Entitlement checks Entitlement checks take place for complaints with reference to billing documents and returns. • Triggering subsequent processes automatically For complaints with reference to billing documents. This method allows you to have an overview of all complaints at any time. This function is available in the CRM WebClient UI. • Use of predefined actions Depending on transaction type. return to customer. such as stock postings. • Entry of counter readings You can enter counter readings for installed base components in complaint headers and complaint items. putaway. • Credit memo with billing in SAP CRM or in SAP ECC. 335 . You can also trigger the follow-up action manually. you can specify the reaction that you expect. you can define company-specific actions or use standard actions that should be triggered from the business transaction. transfer. scrapping. This function is available in the CRM WebClient UI and in e-service. You can specify which types of entitlements the system should check. Specifics for e-service: When you create a complaint. you can trigger follow-up actions automatically. This function is available in the CRM WebClient UI.

You can assign activities and opportunities as follow-up transactions to the following preceding documents subsequently: • • • • • • • • • • • Business activity Task Opportunity Quotation Sales order Sales contract Service order Service contract Service confirmation Complaint Lead You can assign follow-up transactions subsequently from header to header. More Information Complaints and Returns in E-Service Subsequent Assignment of Preceding Transactions You can assign activities and opportunities as follow-up transactions subsequently. you can assign an activity or opportunity to an item in a preceding document such as a sales order or contract. for example.This function is available in the CRM WebClient UI. such as a phone call. For example. you create a business activity. After creating it. you can assign an activity or opportunity to a preceding document such as an order. 336 . contract or quotation. and from header to item level. for example. you notice that it is in fact a follow-up for an existing opportunity. You can then assign the business activity as a follow-up transaction for the preceding opportunity subsequently.

You make these settings in Customizing for Customer Relationship Management by choosing Define Transaction Types settings: • • • • Transactions Basic Settings and using the Contract Determ indicator. You can make the following No contract determination Manual contract determination Only at item level (setting in standard SAP Customizing) Contract determination at header and item level The Contract Determ.Note that you cannot make subsequent assignments from item to item. and complaint. Prerequisites Transaction Type You have made settings in Customizing that define how contract determination should occur for the following transaction types: service order. During subsequent assignment of follow-up transactions. service confirmation. and which transactions can be assigned subsequently in Customizing for CRM. if you have chosen Complaint. and Transactions -> Settings for Opportunities -> Define Object Relationship Profile for opportunities. or also on item level. Service Contract Determination You can use this function to define whether the system should search for and display existing service contracts when business transactions are created. the document flow is updated accordingly when you save the transaction. and if you delete an assignment. 337 . Service Process. Service Confirmation or Sales as the leading transaction category. by choosing Transactions -> Settings for Activities -> Define Object Relationship Profile for activities. field only appears in the detailed display for definition of the transaction type. the document flow is updated automatically. Prerequisites You can define whether an assignment can be made only on header level.

see Customizing for transaction types in the field help (F1) for field Contract Determ. SAP standard Customizing includes contracts with empty product lists and object lists in the search results. You have set the copying control for both the transaction types and for the item categories in Customizing. • Service organization 338 . see Customizing for item categories in the field help (F1) for both of these fields. you have defined whether the system should also find contract items whose object list or product list is empty when an item is created in one of the business transactions listed above. the system determines service contracts based on the following selection criteria: • Sold-to party The sold-to party in the service contract and in the business transaction must be identical.For more information about these settings. For more information about these settings. Features When you create a business transaction in service with a transaction type for which contract determination is activated in Customizing. You can see these indicators by choosing an item category with business transaction category Service Contract and then choosing Customizing Item. Item Category In Customizing for the contract item category. You make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories and using indicators Filter Contract Item by Object List and Filter Contract Item by Product List. • Sales organization and distribution channel The sales organization and the distribution channel in the service contract and in the business transaction must be identical.

If no reference objects were entered for the business transaction item. contract determination runs in the following sequence: 1. For more information. or you are prompted to select a contract for copying from a list. 2. or that have an empty object list for the service contract item. • Product list The product in the business transaction item must be entered in the product list of the service contract item.If a service organization is entered in the service contract. contracts are found that have the reference object for the business transaction header entered in the object list of the service contract item. 3. 339 . see Service and Product List. or the product list of the service contract item can be empty. Contracts are found that have reference objects entered for the business transaction item in the object list of the service contract item. service contract items with empty object lists are found. • Validity The date in the Requested Start field in the business transaction must lie within the validity period of the service contract item. it automatically copies the contract data to the business transaction in service. • Status The status of the service contract item must be Released. it must be identical to the one in the business transaction. If the reference object was not entered in either the business transaction item or in the business transaction header. or that have an empty object list for the service contract item. • Object list In standard Customizing. You can use the Business Add-In definition CRM_SERVICE_CONTRACT (Business Add-In for Service Contract Determination) to include Business Add-Ins. After the system has determined valid service contracts. which you can use to provide your own selection criteria or to limit the selection criteria (see above) delivered by SAP.

the products entered in the product list belonging to the contract item are displayed as default values for copying to the business transaction. In addition. Create a business transaction in service for which automatic contract determination is activated in Customizing. Create an item in a business transaction in service for which automatic contract determination is activated in Customizing. data from the service contract item is copied into the business transaction in service.Activities Automatic Determination of Service Contracts at Item Level 1. 3. the contract ID appears in the Service Contract and Warranty section. 4. The system automatically selects appropriate service contracts according to the above-mentioned criteria and displays all permitted service contract items. o o o 3. After selecting a valid service contract item. 2. depending on Customizing settings. and the price agreements and SLA parameters from the service contract are also activated in the service transaction. depending on Customizing settings. You can click on the ID to go to the corresponding contract. If the product list does not contain any entries. In addition. NOTE o The system only selects and offers for selection those service contract items whose product lists contain the product entered in the business transaction item. Automatic Determination of Service Contracts at Header and Item Level 1. the service product that was agreed on in the contract item is proposed for copying to the service transaction. The system selects appropriate service contracts according to the above-mentioned criteria and displays all permitted service contract items. 2. 340 . In the detailed view of the business transaction item. During selection of a service contract item. service contract items that have no product list are also selected. The system only selects and offers for selection those service contract items whose object lists contain the reference object entered in the business transaction item. service contract items that have no object list are also selected. Maintain the header data and specify the reference object.

Complaint Creation You create complaints if customers are not satisfied with goods or services that they have purchased. NOTE Dates from the date profile of the transaction type are displayed in the Dates assignment block. in the Interaction Center (IC) WebClient.All products that are selected and copied from the display are then automatically copied as items in the service transaction. Transaction Types and Item Categories You have defined the transaction types and item categories. You can enter complaints in the Customer Relationship Management (CRM )WebClient UI. Prerequisites You have made all necessary settings in Customizing for Customer Relationship Management (CRM) under Transactions Settings for Complaints . you can use a button to manually start the determination of service contracts when a new business transaction is created. The transaction types and item categories for complaints and repairs are predefined as follows in the standard system: Transaction Types CRMC – Complaint Item Categories COMP – Complaint Used As Main item 341 . in e-service. the current dates are redetermined. Manual Determination of Service Contracts Providing that you have set up manual contract determination in Customizing. When you save the business transaction. and in the mobile client.

For more information. NOTE These settings are already available if you use the standard transaction types delivered by SAP. Relevance: External Billing Copying Control If you want to create complaints with reference to a service process or sales transaction. For more information.L2N – Debit Memo Request G2N – Credit Memo Request TANN – Free of Charge Substitute Delivery REN – Return Request Subitem Subitem Subitem Subitem If the settings for these Customizing objects do not meet your business requirements. you must define this in Customizing. Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions • You have assigned the action profile to the transaction type and item categories in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in 342 . Action Profiles and Assigned Actions You have completed Customizing for actions: • You have defined action profiles and actions for both transaction types and item categories in Customizing for Customer Relationship Management by choosing Basic Functions Actions . Make the following settings for delivery-relevant items: • • On the Definition of Item Categories screen: In field Assign BW/CO: Sales On the Customizing Item screen: In field Bill. see Copying Business Transactions. you can copy the objects and modify the copies. see the Implementation Guide (IMG) for CRM and choose Transactions Basic Settings Define Transaction Types .

Transaction Assign Action Profile to the Business Transaction Type to the Item Category. Data Exchange for Complaints and In-House Repair Orders: SAP CRM –SAP ERP Central Component (SAP ECC) For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC). Process You can create complaints with or without reference to a sales transaction or a service process. Buttons for Actions You have defined the text for the buttons of the actions in the main item in Customizing for CRM by choosing Transactions Settings for Complaints Define Pushbuttons for Actions . you can define your own actions in Customizing. Actions and Conditions Define Conditions The action profiles and assigned actions available in the standard system include: Technical Name of Action Profile Action Profile Description SAP Standard Customer Complaint Technical Name of Action ANGEBOTSDRUCK TASK CREDIT DEBIT RETURN_REQ SAP Standard Customer Complaint Item SUBST_DEL TASK_ITEM Action Description Print Offer Create Task Credit Memo Debit Memo Returns Request Substitute Delivery Create Task COMPLAINT COMPLAINT_ITEM If the action profiles delivered by SAP do not meet all your needs. • and Assign Action Profile You have defined the schedule condition and start condition for each action definition in Customizing for CRM by choosing Basic Functions Actions Actions in Transaction Change . see Data Exchange for Complaints: SAP CRM – SAP ECC. 343 .

More Information • Complaints and Returns in E-Service 344 . NOTE o o Items are only copied if they have a valid status. However. You can use actions. You can also use actions to create tasks. for example: o Credit memo request items and debit memo request items (created in the complaint transaction as subitems) CRM business objects. such as repair orders NOTE o o The return subitems created in a complaint transaction have the item category REN. call this transaction up and use Create Follow-Up Transaction to create a complaint transaction. you could create a task for an employee who should check whether a complaint is justified. 3. If you want to create a complaint transaction with reference to a preceding transaction. for example. 2. If you set the complaint transaction to the status Completed. for example. to create substitute delivery items that are subsequently transferred to SAP ECC. This means that the system proposes the items contained in the preceding transaction so that you can decide which items you want to transfer to the complaint. the subsequent processing is the same process that is used for returns that you have entered using a return transaction (item category CRMR). From a complaint. choose the appropriate predefined values.1. all subitems are automatically set to status Completed. such as activities Business objects in SAP ECC. In categorization. Result You can use actions to trigger a variety of subsequent processes from the complaint. You can use actions to create the following items directly from the complaint. How you use the actions depends solely on your business process.

Integration This function is called from a complaint header or complaint item and is integrated with SAP ECC. see the documentation for function module CRM_COMPL_QM_NOTIF_CREATE. which can be found in Customizing for SAP CRM under BAdI: Mapping of CRM Data to ERP Quality Notification. which you have also assigned to the profile. the product. 345 . You have completed the following steps in Customizing: SAP CRM • You have defined at least one action profile and an action. such as stopping outbound deliveries. The goal is to initiate corrective actions to improve the quality of a product. Prerequisites You have entered the data for the partner(s). and the organizational units in both components with the same content.• • Extended Complaints and Returns in E-Service Specifics for Mobile Service (Laptop) Creation of Quality Notifications in SAP ECC You can use this function to create a quality notification in SAP ERP Central Component (SAP ECC) from a complaint item. such as informing vendors that goods should be returned or triggering vendor checks. or for external processes. You can use quality notifications in SAP ECC for internal processes. NOTE For more information about mapping SAP Customer Relationship Management (SAP CRM) data to ECC data.

Then define the schedule condition and start Conditions Define Action Profiles and Actions condition for each action definition by choosing Define Conditions. and Q3 for internal problem messages. You can find this BAdI in Customizing for SAP CRM by choosing Transaction Business Add-Ins . This specifies the notification type that should be used to create the quality notification in SAP ECC. 346 . NOTE o In SAP ECC.Creation of quality notifications is triggered by an action. Basic Functions Actions Actions in If possible. The standard system includes the following combinations of action profiles and actions for complaints: Action Profile Technical Name Description of Action SAP standard customer complaint QUALITY NOTIFICATION COMPLAINT_ITEM item Technical Name of Action Profile Action Description Methods ERP Quality Notification QM_NOTIFICATION Define actions and action profiles in Customizing for SAP Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Change Actions and . use notification type Q1 for customer complaints. In the action definition. container element NOTIF_TYPE must be used with ABAP Dictionary Data Type QMART for method QM_NOTIFICATION. Depending on the notification type. different information is important. o The information that is transferred from SAP CRM to SAP ECC is described in detail in the documentation for function module Creating Quality Notifications (CRM_COMPL_QM_NOTIF_CREATE). For more information about container elements. use transaction SE37. Q2 for vendor complaints. see the documentation for implementation QM_NOTIFICATION for BAdI: Processing Methods (EXEC_METHODCALL_PPF). there are various notification types: Q1 for customer complaints. To access this documentation.

the system creates a quality notification in SAP ECC. SAP ECC • After you have made the necessary settings in SAP CRM under BAdI: Mapping of CRM Data to ERP Quality Notification. you must make the same settings in the BAdI of the same name in SAP ECC. If you have completed the necessary Customizing activities in SAP ECC. To do so. choose Integration with Other SAP Components Customer Relationship . after the quality notification is processed. The quality notification in SAP ECC is visible in the transaction history. you can select an activity such as Close CRM Complaint from the action box in SAP ECC. • • • 347 . Management Settings for Service Processing Logistics Integration Business Add-Ins for Logistics Integration BAdI: Mapping of CRM Data to ERP Quality Notification • To be able to use the action box to set the CRM complaint in SAP ECC to Completed. you must run the following activity in Customizing: following values: o o o Quality Management Quality Notifications . the SAP CRM complaint is visible in the document flow of the quality notification. Enter the Notification Processing Additional Notification Functions Define Action Box In section Control data in field Documentation As task In section Function in field Function module CRM_QM_NOTIF_TASK_COMPL_STEP1 In section Specific details for task in field FM when saving function module CRM_QM_NOTIF_TASK_COMPL_STEP2 Features • When you choose QM Notification in a complaint item. and you can use this link to navigate to the quality notification directly.• You have tailored the Business Add-In BAdI: Mapping of CRM Data to ERP Quality Notification to the mapping of CRM data to ECC data. according to your needs. You can find this BAdI in Customizing for SAP Customer Relationship Management by choosing Transactions Settings for Complaints Integration BAdI: Mapping of CRM Data to ERP Quality Notification . SAP ECC then sets the status of the complaint in SAP CRM to Completed. In SAP ECC.

Complaints with Reference to Billing Documents You create complaints with reference to billing documents to record grievances about completed deliveries or billing documents. Billing documents are the preceding transactions for complaints with reference to billing documents. If you do not know the billing document number. in the Extended Complaints and Returns in E-Service application. you can find the billing transaction by using the sales transaction or the delivery. The quality notification includes a request to take appropriate action. delivery. Integration Complaints processing is integrated with the following sales transactions: sales order. You can create complaints with reference to billing documents either in the Customer Relationship Management WebClient user interface (CRM WebClient UI). For the special features of a complaint with reference to a billing document that results from third-party order processing (TPOP). The ultimate goal is either an invoice correction or a credit memo.quality notification (QM) Quality Management (QM) Description of the nonconformity of a business object with a quality requirement. or by using EDI. and invoice. Complaints with reference to billing documents can also lead to physical returns or scrapping of the parts. see Complaints Processing After Third-Party Order Processing (TPOP). 348 .

You can use authorization groups to prevent fields in the transaction from being overwritten under certain defined conditions. except in the case of complaints due to unrequested delivery. for example). Features The following complaint types are predefined in the standard system: • • • • • • • Complaint due to underdelivery Complaint due to incorrect purchase order Complaint due to incorrect invoice Complaint due to incorrect delivery Complaint due to overdelivery Complaint due to unrequested delivery Incomplete kit In the standard system. an invoice correction occurs using Difference Calculation. The complaint types each have a different business-related background: Complaint Due to Underdelivery You use this complaint type when the customer (dealer) received too few parts. see Authorization Check at Field Level. for products involved in complaints with reference to billing documents. a complaint with reference to a billing document is always created with reference to a billing document. The customer (dealer) has the following options: • • Keep all parts and receive an invoice correction for the missing parts Return all or some of the parts (if an incomplete set is of no use.Prerequisites In the product master data. For more information. For the item of the invoice correction request. and receive an invoice correction 349 . You have completed Customizing for Complaints with Reference to Billing Documents. you have selected the Returnable indicator in accordance with your requirements.

or prices that are too high. the customer (dealer) receives only parts that he or she did not order. The customer (dealer) has the following options: • • Receive an invoice correction for the missing parts Return some or all of the parts and get a debit memo for the parts kept Complaint Due to Overdelivery You use this complaint type when the customer (dealer) received too many parts. This always leads to a complaint due to underdelivery for the missing parts and a complaint due to incorrect delivery for the parts that were not ordered. but did receive parts that were not ordered. The customer (dealer) enters the reason for the complaint in the text field of the complaint transaction. The customer (dealer) has the following options: • • Keep some or all the parts and receive an invoice correction Return all parts and receive an invoice correction Complaint Due to Unrequested Delivery You use this complaint type when the customer (dealer) did not receive all the parts that were ordered. because of an incorrect or missing discount. Complaint Due to Incorrect Invoice You use this complaint type when a customer (dealer) receives an incorrect invoice. Instead. The customer (dealer) has the following options: • Keep all parts that he or she ordered and receive an invoice correction for the missing parts 350 . for example. Complaint Due to Incorrect Delivery You use this complaint type if the customer (dealer) receives none of the parts that were ordered. The customer (dealer) receives an invoice correction. The customer (dealer) receives a credit memo or an invoice correction.Complaint Due to Incorrect Purchase Order You use this complaint type when the customer (dealer) has ordered the wrong parts or the wrong quantity of parts.

or by using EDI. To do so. a third party. To do so. for example) and receive an invoice correction Return the parts that he or she did not order.• Keep all the parts that were not ordered. The customer (dealer) has the following options: Return the incomplete kit and receive a credit memo Add the missing parts from his or her own warehouse stock and receive a credit memo for these parts Receive a free-of-charge substitute delivery that includes the missing kit components third-party order processing (MM) Materials Management (MM) Type of external procurement in which a purchase order is issued to a vendor with the instruction to supply the ordered materials to. You can create complaints either in the Customer Relationship Management WebClient user interface (CRM WebClient UI). • • Incomplete Kit You use this complaint type if components of a kit are missing. Return all or some of the parts that were ordered (if an incomplete set is of no use. and receive a debit memo. in the Extended Complaints and Returns in E-Service application. sales order) resulted from third-party order processing. he or she creates a complaint item without reference to a preceding item. he or she creates a complaint item without reference to a preceding item. or perform the ordered services for. Complaints Processing After Third-Party Order Processing (TPOP) You create complaints following third party order processing (TPOP complaints) if problems with invoices (delivery. in which he or she enters the product and the quantity received. 351 .

• Features Problems that arise from third-party order processing can lead to the following: • • • Invoice corrections for customers Credit memos or debit memos for vendors (external vendors or other customers) Physical returns or scrapping How the processing of a returns request in a TPOP complaint is handled depends on the type of thirdparty order processing: • Third-party order processing using sourcing 352 . For business transaction category Complaints. For more information and prerequisites. This means that the complaint was created as a follow-up transaction to an invoice that belongs to a sales order with third-party order processing. If you have defined your own item categories for transaction type Complaints with Reference to Billing Documents.Integration Complaints processing is integrated with the following sales transactions: sales order. You can find this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories . you have defined whether each one is relevant for third-party order processing. Advanced Planning and Optimization (SAP SCM. delivery. see Functions for Service Parts Management (SPM). choose Customizing Item. APO) Prerequisites • You can only use these additional functions if you have activated the system configuration for service parts management. and then set the TPOP-Relevant indicator. • A TPOP-relevant complaint exists in the system. and invoice. You need the following systems: • • • SAP CRM SAP ERP Central Component (SAP ECC) SAP Supply Chain Management.

2. the system checks whether the parts should be returned to the supplier or to the vendor. If a return occurs. The system determines the supplier from the preceding transaction (CRM sales order) and copies it into the complaint item. • Third-party order processing using product allocation One of the vendor’s customers delivers to another of the vendor’s customers.Instead of the vendor making the delivery. the system uses the date of the sales order that corresponds to the invoice. o Third-party order processing using sourcing 353 . an external supplier delivers directly to the vendor’s customers. see Creation of Complaints with Reference to Billing Documents. SAP APO determines the corresponding plant. The system automatically checks whether the following conditions were met: o o . see the SAP Library for SAP Supply Chain Management (SAP SCM) under SAP Advanced Planning and Optimization (SAP APO) Global Available-to-Promise (Global ATP) Advanced Availability Check Methods Third-Party Order Processing in Global ATP Third-Party Order Processing by Source Determination and Third-Party Order Processing by Product Allocation Activities Creating Complaints 1. If the parts are returned to the supplier. For more information. 3. The category of the complaint item is TPOP-relevant. SAP Advanced Planning and Optimization (SAP APO) determines whether the parts should be returned to the supplier or to the vendor. While it is creating the returns authorization item. To determine this. You create a complaint for an invoice. SAP APO is not necessary because the customer who delivered the parts is determined in the complaint transaction. If a return occurs. 4. The invoice refers to third-party order processing. For more information. the parts are always returned to the customer who delivered them.

The number of the complaint. is created for an authorized returns request item in the complaint transaction. Further processing is the same as that described under "Third-party order processing using product allocation" below: o Third-party order processing using product allocation In this case. 354 . according to the standard system setup. the parts are either returned to the vendor or scrapped. authorization item RAIS. The Approved Quantity in the returns request item is copied into the Quantity field of the returns authorization item. the system tries to determine a location with location category 1011 (supplier). the parts are returned to the supplier. the parts are sent back to the supplier. in the sections "Returns Authorization for External Suppliers After Third-Party Order Processing" and "Scrapping Authorization". using an action. The item category usage is RETR. it is possible to make settings in Customizing for SAP APO so that the returns are sent back to the vendor. which you can change if necessary. The authorization item contains data for physical returns. The item category usage is RETS. This quantity is the order quantity. In this case. Depending on the Customizing settings in the standard system. If the system is unable to determine a location using SAP APO. see Returns Authorization with Activated System Configuration for SPM. This authorization item is created either manually or automatically. However. the location is determined for location type 1010 (customer). results in the unique return material authorization (RMA) number. If the system finds a location. For more information. the item category usage is RETS.In SAP APO. together with the number of the subitem. Returns Authorization for Vendor (TPOP). In this case.

The following example for a complaint due to underdelivery illustrates how the main items and subitems are interrelated: A customer ordered 100 pieces. 5. o SAP CRM Billing creates a billing document for the invoice correction request. This completes the physical return. This triggers a debit memo to be created automatically in SAP ECC for the external supplier. the RMA item is replicated in SAP ERP Central Component (SAP ECC) for logistic processing. This leads to a second automatic debit memo request in SAP ECC for the external supplier. an inbound delivery with a corresponding delivery item is created automatically. but received only 90. Hierarchically. Depending on the type of complaint. In other words. a second invoice correction request is created as a subitem. it looks like this: Complaints process o Main item: Complaint due to underdelivery 355 . if the delivery location is the external supplier him. After releasing the RMA item and saving the transaction in SAP CRM.The system copies partner function Vendor from the complaint item into the partner function Ship-To Party in the returns authorization item. an invoice correction request item is created as a subitem of the returns authorization item. and credit memos or debit memos are created for vendors. This customer wants to return 20 of the 90 pieces. The customer received an invoice for 100 pieces. the data for physical returns and the unique returns authorization number are also available in SAP ECC. o SAP CRM Billing creates a billing document for the second invoice correction request.or herself. At this point. In addition to the complaint item. The delivery item contains the returns authorization number from the returns authorization item in SAP CRM. After the returns authorization item is released and the transaction is saved. invoice request items are created and invoice corrections are triggered for customers. The customer returns the parts to the vendor directly. either manually or automatically.

In addition to this. SAP ALE technology is available for data exchange within a company. Service Parts Management (SPM) You can use additional functions in service parts management. The data involved is formatted according to predefined standards. and communication services. A number of other functions are available in the following areas: Sales Order Management 356 .Subitem: Returns request for complaint with reference to billing document (quantity: 20) Subitem: Returns authorization for supplier (quantity 20) —> Delivery in SAP ECC Subitem: Invoice correction request (Correction quantity: 70) —> Billing document in SAP CRM for customers —> Debit memo in SAP ECC for supplier for 20 pieces Subitem: Invoice correction request (Correction quantity: 90) —> Billing document in SAP CRM for customers —> Debit memo in SAP ECC for 10 pieces EDI (BC-SRV-EDI) IDoc Interface (BC-SRV-EDI) Electronic Data Interchange Cross-company exchange of electronic data (for example business documents) between domestic and international business partners who use a variety of hardware. software.

You have activated the data relevant for the business partner for service parts management with the Business Data Toolset (transaction BUPT in SAP CRM). 357 . • Customizing for Complaints with Reference to Billing Documents The settings that are particular to complaints with reference to billing documents and that you must make in Customizing are described below.1 SAP ECC 6.0 You use SAP SCM Extended Warehouse Management (SAP EWM). you must set up these roles appropriately for the CRM WebClient UI.2 SAP SCM 5. you can use the SPM roles delivered as standard for this by SAP. Activate System Configuration for Service Parts Management To activate the system configuration for service parts management. the following system requirements apply: o o o • • • SAP CRM 5. If you want to use service parts management. However. You use the availability check with SAP SCM Advanced Planning and Optimization (SAP APO).Availability Check Complaints and Returns Entitlement Management SAP CRM Web Channel Prerequisites • You have set the system configuration for service parts management in the Implementation Guide for SAP CRM by choosing Customer Relationship Management Transactions Basic Settings .

SAIC. and incomplete kit. incorrect invoice. incorrect delivery. for Complaint with Billing Ref. and RASC as templates to create new item categories for complaint types such as underdelivery. RAIN. RAIS. incorrect purchase order. use the item categories in the standard system as templates. All necessary settings exist for the item categories in the standard system.Req. overdelivery. Order Complaint Due to Incorrect Invoice Complaint Due to Unrequested Delivery Complaint Due to Incomplete Kit Complaint Due to Incorrect Delivery Ret. unrequested delivery. use the generic item categories CRRI. In particular. The following item categories are defined in the standard system: Subitem Type CLSH CLOV CLOE CLPB CLUD CLIK CLWD CRRI RAIN RAIS SAIC RASC DICR CLKK Description Complaint Due to Underdelivery Complaint Due to Overdelivery Complaint Due to Incorrect Purch.Activities Define Transaction Types and Item Categories Define transaction types and item categories in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Categories. Return Authorization (RMA) Returns Authorization for Vendor (TPOP) Authorization for Scrapping at Customer Scrapping in Plant (RMA) Invoice Correction Item Missing Kit Component Intended As Main item Main item Main item Main item Main item Main item Main item Main item Subitem Subitem Subitem Subitem Subitem Subitem Transactions Basic Settings Define Transaction Types and Define Item If you want to create your own item categories. 358 . Transaction type CLRP –Complaints with Reference to Billing Documents is defined in the standard system.

the following item category usages are available for complaints with reference to billing documents: • • • • • • • • Debit memo correction — DBIC Returns request — RERQ Returns authorization — RETR Return delivery vendor –– RETS Debit memo — DEB Scrapping — SCRP Credit memo — CRED Incomplete record — CKFS Define Item Category Determination Use item category determination to assign main items and subitems to one another in Customizing for CRM by choosing Transactions Basic Settings Define Item Category Determination . Define Item Category Usage Define item category usage in Customizing for Customer Relationship Management (CRM) by choosing Transactions Basic Settings Define Item Categories Usages . see the field help (F1) for the Preceding Ref. Mandatory fields in the General section of the screen. Since these assignments are dependent upon your business processes.For more information. there are no settings in the standard system. and for the fields that appear when you choose Customizing Item for business transaction category Complaints. Reference the complaint due to underdelivery below as one example of how these assignments could look: Main Item Type/ Description CLSH/ Complaint Due to Underdelivery Subitem Type/ Description DICR/ Invoice Correction Item CRRI/ Subitem Type/ Description Subitem Type/ Description Transaction Type Use CLRP CLRP DBIC RERQ 359 . Object Type and Preceding Ref. In the standard system.

360 . You can use the following example to see how the copying control for a complaint due to underdelivery could look: Field Description Source Item Cat. Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Item Since the copying controls are dependent upon your business processes.Ret. Target Item Cat. see Examples of Complaints with Reference to Billing Documents. Copy Conditions Entry CLSH DICR Copy all conditions Exact copy (copy template) CondCopier Type Assigning Business Object Types to Transaction Types Assign business object types to your own transaction types in Customizing for CRM by choosing Transactions Settings for Complaints Integration Transaction Referencing Assign Business Object Types to Transaction Types . there are no settings in the standard system.Req. Define Copying Control for Item Categories Define the control for copying item categories in Customizing for CRM by choosing Categories . RAIN/ Returns Authorization (RMA) DICR/ Invoice Correction Item CLRP RETR CLRP DBIC For more information. for Complaint with Billing Ref.

Technical Name of Action Profile CLAIM_RETURN CL_INCLOMPLETE_KIT_MAIN_ITEM CL_INCLOMPLETE_KIT_SUB_ITEM CL_OE CL_OE_RAIN CL_OV CL_OV_CRRI CL_OV_RAIN CL_PB Action Profile Description Complaint/Returns Header Incomplete Kit Main Item Incomplete Kit Subitem Incorrect Purchase Order Returns Authorization for Incorrect Purchase Order Overdelivery Returns Request for Overdelivery Returns Authorization for Overdelivery Incorrect Invoice 361 . and data is copied from the invoice document into the complaint transaction with reference to the invoice. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration Transaction Referencing Define Action Profiles and Assigned Actions Define actions and action profiles in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions . In this way. Usage for Transaction Type or Item Category Transaction Type Item Item Item Item Item Item Item Item .In the standard system. you must create your own implementation for Business Add-In (BAdI) BAdI: Create Complaint with Reference to External Transaction. business object type BILLDO is available for the transaction type for complaints with reference to billing document (CLRP). The following action profiles are available in the standard system. the invoice document is defined as the preceding transaction for complaint transactions with reference to invoices. You must assign actions to these action profiles according to your needs. If you want to change the preceding reference for the complaint transaction. Then define the schedule condition and start condition for each action definition by choosing Define Conditions.

Data Profile Basic Functions Actions Actions in Transaction Assign Action Profile to the Business Transaction Type and Assign Transaction Type CLRP Item Categor y Description Complaint with Reference to Invoice Partner Determinatio n Procedure Date Profile Action Profile CLAIM_RETUR N 99 Org. Data Profile 99 RET_HEADER01 CLSH Description Complaint Due to Underdeliver y Date Profile Action Profile CLMAIN01 7 CL_SH 362 . Partner Determinatio n Procedure Org.CL_SH CL_SH_CRRI CL_SH_RAIN CL_UD CL_UD_CRRI CL_UD_RAIN CL_WD CL_WD_CRRI CL_WD_RAIN RMA_ITEM Underdelivery Returns Request for Underdelivery Returns Authorization for Underdelivery Unrequested Delivery Returns Request for Unrequested Delivery Returns Authorization for Unrequested Delivery Incorrect Delivery Returns Request for Incorrect Delivery Returns Authorization for Incorrect Delivery Returns Authorization Attachment Item Item Item Item Item Item Item Item Item Item For more information. Assign Action Profile to Transaction Type and Item Category Assign the respective action profile and other data to the transaction types and the item categories according to the table below. see Actions. You can do so in Customizing for Customer Relationship Management by choosing Action Profile to the Item Category .

CLOE CLPB CLWD CLOV Complaint Due to Incorrect Purch. Order Complaint Due to Incorrect Invoice Complaint Due to Incorrect Delivery Complaint Due to Overdelivery Complaint Due to Incomplete Kit Complaint Due to Unrequested Delivery Invoice Correction Item Return Request for Complaint with Incorrect Delivery Returns Request for Complaint Due to Overdelivery Returns Request for Complaint Due to Unrequested Delivery Returns Authorization (RMA) for Complaint Due to Underdeliver y CLMAIN01 7 CL_OE CLMAIN01 7 CL_PB CLMAIN01 7 CL_WD CLMAIN01 7 CL_OV CL_INCLOMPLETE_ CLIK 18 7 KIT_MAIN_ITEM CLUD CLMAIN01 7 CL_UD DICR CLMAIN01 7 CL_SH_CRRI Copy of CRRI CLMAIN01 7 CL_WD_CRRI Copy of CRRI CLMAIN01 7 CL_OV_CRRI Copy of CRRI CLMAIN01 7 CL_UD_CRRI Copy of RAIN RAIN_ITM 7 RETURN_INTE R CL_SH_RAIN 363 .

Copy of RAIN Copy of RAIN Returns Authorization (RMA) for Complaint Due to Incorrect Purchase Order Returns Authorization (RMA) for Complaint Due to Incorrect Delivery Returns Authorization (RMA) for Complaint Due to Overdelivery Returns Authorization (RMA) for Complaint Due to Unrequested Delivery Return Authorization for Vendor (TPOP) Authorization for Scrapping at Customer Scrapping in Plant (RMA) RAIN_ITM 7 RETURN_INTE R CL_OE_RAIN RAIN_ITM 7 RETURN_INTE R CL_WD_RAIN Copy of RAIN RAIN_ITM 7 RETURN_INTE R CL_OV_RAIN Copy of RAIN RAIN_ITM 7 RETURN_INTE R CL_UD_RAIN Copy of RAIS RAIS_ITM 7 Copy of SAIC Copy of RASC SCRAP001 RAIN_ITM 7 RETURN_INTE R CL_INCLOMPLETE_ CLKK L2N Missing Kit Component Debit Memo Request 18 10000001 7 7 BILLING KIT_SUB_ITEM Examples of Complaints with Reference to Billing Documents 364 .

Complaint Due to Underdelivery A dealer has ordered 100 parts but received only 90.The following examples illustrate how the main items and subitems of complaints can be linked with billing document references. authorization for scrapping at customer (Type: SAIC) The system determines the Approved Quantity: 20 –– Subitem: Invoice correction item (Type: DICR) Invoice correction quantity: 70 365 . and would like to return 20 of this 90. which is to be entered. • Main item: Complaint due to underdelivery (Type: CLSH) Quantity of main item = Quantity of billing item: 100 Quantity Received: 90 Complaint quantity: 10 Approved quantity = Complaint quantity o Subitem: Invoice correction item (Type: DICR) Invoice correction quantity: 90 o Subitem: Returns request for complaint (Type: CRRI) Requested returns quantity: 20 Subitem: Returns authorization (Type: RAIN) or for certain rare cases. This is dependent on the settings in Customizing for Complaints with Reference to Billing Documents. Determination of complaint quantity is also dependent on Customizing: For each item category. you can set whether the complaint quantity can be entered directly or whether it should be calculated from the Received Quantity.

Complaint Due to Incorrect Purchase Order A dealer ordered 100 pieces of product 4711 instead of product 4712. • Main item: Complaint due to incorrect purchase order (Type: CLOE) Quantity of main item = Quantity of billing item: 100 Complaint quantity: 100 Approved quantity = Complaint quantity Quantity Received is not available for input o Subitem: Returns request for complaint (Type: CRRI) Requested returns quantity: 100 Subitem: Returns authorization (Type: RAIN) or authorization for scrapping at customer (Type: SAIC) Authorized quantity: 100 –– Subitem: Invoice correction item (Type: DICR) Invoice correction quantity: 100 Complaint Due to Incorrect Invoice The dealer ordered 100 pieces of product 4711 and has determined an error in the invoice due to an incorrect price. The dealer would like to return all 100 pieces. • Main item: Complaint due to incorrect invoice (Type: CLPB) Quantity of main item = Quantity of billing item: 100 Quantity Received: blank and not available for input Complaint quantity: 100 366 .

• Main item: Complaint due to underdelivery (Type: CLSH) Quantity of main item = Quantity of billing item 4711: 100 Quantity Received for 4711: 90 Complaint quantity: 10 Approved quantity = Complaint quantity o Subitem: Invoice correction item (Type: DICR) Invoice correction quantity: 90 • Main item: Complaint due to unrequested delivery (Type: CLUD) Quantity of main item = Quantity of billing item: Not relevant Quantity Received for 4712: 10 Complaint quantity: 10 (copied from the quantity received) Approved quantity = Complaint quantity o Subitem: Returns request for complaint (Type: CRRI) 367 . The dealer would like the invoice for 4711 to be corrected to 90 pieces. She would also like to send back 6 pieces of product 4712. The dealer was charged for 100 pieces of product 4711. new price Complaint Due to Unrequested Delivery The dealer ordered 100 pieces of product 4711 but received only 90 pieces of product 4711 and 10 pieces of product 4712.Approved quantity = Complaint quantity o Subitem: Invoice correction item (Type: DICR) Invoice correction quantity: 100.

She would like to keep all 100 pieces of product 4712. He would like to send 10 pieces back. and received 100 pieces of product 4712.Requested returns quantity: 6 Subitem: Returns authorization (Type: RAIN) Authorized quantity: 6 o Subitem: Debit memo request (Type: L2N) Quantity: 4 Complaint Due to Incorrect Delivery A dealer ordered 100 pieces of product 4711. • Main item: Complaint due to overdelivery (Type: CLOV) 368 . The dealer was charged for 100 pieces of product 4711. • Main item: Complaint due to incorrect delivery (Type: CLWD) Quantity of main item = Quantity of billing item: 100 Quantity Received: 100 Complaint quantity: 100 (copied from the quantity received) Approved quantity = Complaint quantity o Subitem: Invoice correction (Type DICR) for product 4711 Quantity: 0 o Subitem: Debit memo request (Type: L2N) for product 4712 Quantity: 100 Complaint Due to Overdelivery A dealer ordered 100 pieces of product 4711. but received 120 pieces and was billed for 100 pieces.

Quantity of main item = Quantity of billing item: 100 Quantity Received: 120 Complaint quantity: 20 (quantity received – quantity billed) Approved quantity = Complaint quantity o Subitem: Invoice correction request (Type: DICR) Quantity 20 o Subitem: Returns request for complaint (Type: CRRI) Requested returns quantity: 10 Subitem: Returns authorization (Type: RAIN) Authorized quantity: 10 –– Subitem: Invoice correction request (Type: DICR) Invoice correction quantity: 10 Complaint Due to Incomplete Kit A dealer has five of kit A. but in two of the kits. • Main item: Complaint due to incomplete kit (Type: CLIK) Quantity of main item = Quantity of billing item: 5 Quantity Received is not available for input Complaint quantity: 2 Approved quantity = Complaint quantity o Subitem: Missing kit component for product AA (Type: CLKK) 369 . three of component AA and two of component BB are missing. The dealer would like a credit memo for the missing components.

In the standard system. the entry is verified) Subitem credit memo request (Type: G2N) Quantity: 6 o Subitem: Missing kit component for product BB (Type: CLKK) Quantity: 4 (entered manually. delivery. Create a Complaint with Reference to a Billing Document. Process Creating Complaints With the exception of Complaint due to Unrequested Delivery. the entry is verified) Subitem: Credit memo request (Type: G2N) Quantity: 4 Creation of Complaints with Reference to Billing Documents You create complaints with reference to billing documents mainly if there are problems between you and your customer (dealer) regarding an invoice.Quantity: 6 (entered manually. 370 . Prerequisites • • There is an SAP Customer Relationship Management (SAP CRM) billing process. this type of complaint is always created with reference to an SAP CRM billing transaction. or sales order. you can create a complaint with reference to a billing document. You have made the necessary settings according to Customizing for Complaints with Reference to Billing Documents. 1.

The system can process the transaction without errors.2. 3. see Billing Item Check for Complaints with Reference to Billing Documents. The system displays the items in the preceding transaction. The field for the complaint quantity is not available for input and is equal to the missing quantity (invoiced quantity minus received quantity). NOTE For more information. If you do not know the billing document number. checks are run on the quantities (field Default Qty. products. you change the item category of the main item. 5. Select the relevant items in the billing document and choose Create Complaint. you enter the complaint quantity (Quantity field) or the quantity received (field in Customizing for item category: Major Qty Type). The following checks reflect Customizing in the standard system. and organizational data. in Customizing for item category). Depending on your Customizing settings for the complaint item. On the Search Reference Document screen. providing: 371 . The system calculates the Complaint Quantity from the Received Quantity and the Invoiced Quantity (field Major Qty Type. The system checks whether you can create a complaint for the selected billing document items. you can use the sales order or the delivery (by using the handling unit ID. o Complaint due to underdelivery You enter the quantity received in the main item and the requested returns quantity in the subitem. for example) to find the billing document transaction. If necessary. such as prices. into this transaction. In the subitem. you enter the requested returns quantity (Quantity field). The system creates a complaint with a main item for each billing document item that was selected and copies data from the selected items. The item category of the main item is the item category that is defined as the default. in Customizing for item category). 4. you search for the billing document. 6. Depending on your Customizing for complaint items.

o Complaint due to overdelivery You enter the quantity received in the main item and the requested returns quantity in the subitem. The system can process the transaction without errors. the system checks whether the complaint quantity is equal to the invoiced quantity. providing: Requested returns quantity <= Received quantity The system does not check the complaint quantity. 372 . The field for received quantity is blank and not available for input. The Quantity field is not available for input. The system calculates the complaint quantity by subtracting the invoiced quantity from the quantity received. The system can process the transaction without errors.Complaint quantity <= Invoiced quantity Requested returns quantity <= Received quantity o Complaint due to incorrect purchase order You enter the complaint quantity. Because complaints can be created by using channels other than the CRM WebClient user interface. providing: Complaint quantity <= Invoiced quantity o Complaint due to incorrect invoice You enter the complaint quantity. the content is a copy of the received quantity. o Complaint due to incorrect delivery You enter the quantity received in the main item and the requested returns quantity in the subitem.

The system can process the transaction without errors. providing: Requested returns quantity <= Received quantity o Complaint due to incomplete kit (customer wants to return entire kit) You enter the complaint quantity in the main item and the requested returns quantity in the subitem. The system checks whether the item can be returned. 8. you create complaint items for other invoices by choosing Item with Reference. provided that Customizing allows this check for the item type (field in Customizing for item category Check Returns Prod. change the product. 9. providing: Received quantity >= Invoiced quantity Requested returns quantity <= Received quantity o Complaint due to unrequested delivery You enter the quantity received in the main item and the requested returns quantity in the subitem. The system can process the transaction without errors.).The system can process the transaction without errors. You use Categorization to enter the reason for the complaint on item level. providing: Complaint quantity >= Invoiced quantity 7. NOTE If an invoice item has two reasons for a complaint. 11. The complaint quantity is a copy of the quantity received. You enter the problem description at item level in assignment block Note. 10. The field for quantity received is not available for input. The system checks the returns request item against the product master. If necessary. If it is a complaint due to incorrect delivery. 373 . you must create a second complaint transaction.

there is now a complaint transaction with one or more complaint main items. see Actions for Complaint Items Without Returns. o Complaint items with returns For the released returns request items. see Entitlements Check and Quality Flow and Adjustment. the actions create either returns authorization items or scrapping authorization items. • For released complaint items. in the case of an investigation) either releases or declines the complaint item. either the processor or the Post Processing Framework in CRM saves the transaction. These can be invoice correction requests or credit/debit memos. • After you have activated the additional functions for service parts management (SPM). according to the requested returns quantity. For the invoice correction request. For more information. if necessary. There is no entitlement check for the returns item. For more information. which triggers actions that meet the schedule conditions and start conditions. • The complaint item is processed using the automatic execution of business rules. If there are insufficient entitlements. entitlement management determines the entitlements and the deposit value for the complaint item. which are processed further as follows. Examples of these actions include: o Complaint items without returns The actions create subitems for released complaint items. For more information about entitlements. The lesser entitlement quantity leads to a reduction in the Approved Quantity. and investigations are also conducted. see Returns Authorization.Further Processing of Complaint Transactions After saving the data. the system uses difference calculation to make an invoice correction. 374 . then the entitlement quantity is smaller than the requested returns quantity. The system (or the processor.

if it is 1 million DM or higher. These actions are then marked as possible actions in the document. You can also create entitlements manually in exceptional cases. a quotation is generated. The system checks the net value of the contract. For example. it marks the "Generate quotation" action for the document. An entitlement may also be used to represent the right to return a new product up to a certain quantity. Example: A new quotation should be generated 2 weeks before the contract end date. a paid deposit. start condition (CRM-BF) Basic Functions (CRM-BF) Condition that has to be fulfilled before a follow-up action is automatically started. The system normally creates entitlements during the sales process when creating an invoice. 375 .schedule condition (CRM-BF) Basic Functions (CRM-BF) The system uses the planning conditions to define which actions it should plan for the document. Entitlement A right or obligation to something of value. which in turn represents a refund that the customer will be entitled to when the used part or product is returned. but not if the net value of the contract is less than 1 million DM (planning condition: if net value is 1 million or higher). and. If the start condition is fulfilled.

The deposit invoicing scheme requires customers to pay a deposit during the sales cycle. and also make sure that the customer does not return more used products or parts than what was originally purchased Structure Entitlements always refer to a product and to two business partners. (Exception: In the Deferred Clearing Scheme entitlements have an activation period. In this scheme. The account is settled on a periodic basis. The deposit deferral scheme requires only that a potential liability for a deposit be recorded as an entitlement during the sales cycle. The deposit credit scheme allows the customer to return a used product or part when there are no entitlements to consume. and earns with this purchase. the entitlement issuer and entitlement recipient. entitlements control both the quantity and value of returns: the system can use entitlements to ensure that the customer is refunded the deposit value that was originally paid. During the returns process. In the Context of the Return Entitlement Program The Entitlement Management capability also supports a specific type of return entitlement program.) The starting point for the validity of the entitlement is the invoicing date. The deposit deferral scheme records all deposits paid and refunds issued in a kind of account. They receive the refund during the returns cycle. 376 . You can refer to entitlements to authorize the quantity of items that can be returned. only if they do not return the used product or part within the designated time frame.In the Context of the Deposit Entitlement Program You may choose from several different deposit entitlement program schemes to support your depositrefund processes. and stores the value of the returned item as an entitlement that can be used as a deposit credit when a future purchase is made. Expiration Period Entitlements are typically assigned an expiration period. This deposit amount is invoiced to the customer. This is referred to as Rolling Purchase History. a customer buys a certain quantity of your product. the right to return up to a certain quantity of unused product in the future.

You can carry out status changes as a background job. in the entitlements determination process. using the Functions for Monitoring Entitlements or by processing entitlements manually. You have to schedule the entitlements monitor program to run daily or periodically. When the quantity in an entitlement record equals zero (for example. it receives status inactive. consumed via returns). only active entitlements can be settled. NOTE Entitlements are not expired automatically. pickup entitlements whose expiration date is in the past Status An entitlement has one of the following status values: Active Only active entitlements can be consumed by a return. it can be expired and closed. An expiration may also trigger the creation of billing documents and account postings. to expire entitlements. In some cases. In the deferred clearing scheme. it receives status closed.When an entitlement has not been consumed by the end of the expiration period. In the deposit entitlement program schemes of deposit invoicing and deposit deferral. Entitlement History offers you an overview of the system processes and manual processes that affect an entitlement. or sale. 377 . When you create an entitlement whose start date lies in the future. automatically created entitlements have status inactive. Closed Entitlements with this status can no longer be consumed. or you can reinstate closed entitlements manually. entitlements are in status active when they are created from invoices. entitlements can be reinstated automatically. Use the entitlement monitor to expire entitlements that reach their expiration dates. Inactive In the deferred clearing strategy. complaint. Otherwise the system might for example.

and they are locked and used in returns processing. Entitlements are created in the sales process. • It relies on CRM Billing for the creation of settlement documents triggered from processing entitlement. the system can populate the interface of the functions above. The system differentiates between entitlements to deposit refunds and entitlements to returns. At this point. Third party FI systems or billing systems are not supported. The interface to entitlement management enables the integration of entitlements into returns processing and offers the following functions: • • • • • Creation of a lock request object and determination of entitlements for the deposit refund program Creation of a lock request object and determination of entitlements for returns Distribution of locks among multiple reference objects Determination of deposit value Transfer of locks With the help of Business Add-Ins (BAdIs). For 3rd party FI system support. • Entitlements Check You can use this process to determine entitlements for returns request items.Integration • This component typically relies on invoice documents generated from CRM Sales processes as a source of entitlement creation. and run a customer-specific analysis of the results of these functions. Also. 378 . the SAP ERP Central Component (SAP ECC) FI is used for creating FI posting documents. custom code has to be implemented. It also relies on invoice documents generated from CRM Complaints and Returns processes as a source of entitlement consumption (and creation in certain situations). we will focus on the interface between returns processing and Entitlement Management.

see Functions for Service Parts Management (SPM). Transactions For more information. (For more information. see the documentation for the respective Implementation Guide (IMG) activity. This lock request object can also be distributed. see Deposit Entitlement Program. The system records and locks this deposit refund entitlement. Process Returns with Entitlements for Deposit Refund Program A customer (dealer) buys products from you. for which he or she paid a deposit. EXAMPLE Entitlement locks can be distributed as a result of partial deliveries. • To use the functions described above in returns processing. entitlement management determines the deposit value for the delivery. partial deliveries. in multiple. As an optional step. you have defined an entitlements profile for the entitlements check at item level. The customer therefore earns the entitlement to receive the deposit back when the products are returned after use. and the customer (dealer) receives a credit for that amount. the manufacturer. you can define an entitlements profile for the entitlements check at transaction header level. Example: A customer (dealer) returns service parts. the system sends a lock request object to entitlement management. 379 . Following the Quality Inspection. The customer also pays a deposit for the products. and assigned this profile to an item category. you have made the following settings for integration of entitlements in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration : In the activities under Entitlements.) When the product is returned. For more information and prerequisites. You assign this profile to a transaction type in Customizing for SAP CRM by choosing Basic Settings Define Transaction Types .Prerequisites • You can only use these functions if you have activated the system configuration for service parts management. for instance. The lock request object is used to determine the existing entitlements for the deposit refund program.

Within the context of Returns. or certain bonus programs. if the customer (dealer) has entered a requested return quantity in the returns request item. the system checks whether the customer (dealer) is authorized to return products and if so.) EXAMPLE As a service parts vendor. (For more information. Here. For returns. the system searches for valid entitlements for this product. entitlement management determines the entitlements for returns authorization. Returns with Entitlements for Returns In this case. the corresponding entitlement disappears. NOTE Entitlement locks for returns authorization cannot be distributed because they are only used to determine the authorized quantity. Quantity Flow and Adjustment When a returns request relates to a product that is relevant for Entitlement Management. The process within Complaints and Returns affects the number of locked entitlements and their status values. you make an agreement with a car dealer that the car dealer is entitled to a refund of 20% of the value of the goods if the car dealer returns the unused parts. 380 . how many of these entitlements the customer has. see Quantity Flow and Adjustment. quantities from the returns request and entitlement quantities influence each other. In other words. These arrangements may include discounts that you guarantee the customer (dealer). the entitlements quantity is transferred into the returns authorization item and becomes the authorized quantity.When the deposit is refunded on the bill. and the locks for other existing entitlements are updated. the you and the customer (dealer) have agreed to special entitlements arrangements for certain products. such as the Return Entitlement Program. The number of these entitlements determines the authorized quantity of returns.

381 . The system reduces the approved quantity in the returns request from 100 to 80 pieces. 2.You can display entitlement quantities that are temporarily locked by using the SAP Easy Access . The customer sends a returns quantity request for 100 pieces of a product. independent of the scheme or the type of entitlement processing 1. Process shows all locked entitlement quantities. the approved quantity in the returns request is also 100 pieces. The monitor Screen Industries Entitlement Management Utilities Monitor Entitlement Locks (Deposit Refund Program or Return Program for New Goods). 3. The system searches for valid entitlements for this customer and this product. The system only finds 80 valid entitlements. These 80 entitlements are locked and set to status Reserved. At first.

The remaining 30 entitlements still have the status Reserved. and 30 pieces for partial delivery B You can check this division of the reservation in entitlement history. Entitlement Management splits the reservation again — a confirmation split. The reserved entitlements now no longer relate to the returns request. to the RMA item 6. a complaints/returns requests to reserve 10 entitlements. Now only 50 entitlements have status Reserved. You create a credit memo for the 20 pieces that have passed the goods receipt inspection where you refund the customer the deposit paid. The system reduces the reserved entitlement quantity from 80 pieces to 50. So if a suitable item number has 18 pieces and next item number has 10. The system sets 20 entitlements to status Consumed. The goods receipt inspection checks the 20 pieces in partial delivery A. The system reduces the approved quantity in the returns request from 80 to 50 pieces 5. 2 pieces have minor damage. For example. Entitlements reservation requests Lock request are communication structures that originating from an external applications communicate to reserve entitlements. 8. How it is split here depends on the quantity available against a particular confirmation item number. Automatic rule processing indicates a maximum permitted returns quantity of 50 pieces for this customer. For the 18 pieces that were confirmed with Part OK. the customer receives the full deposit value back. Only 18 pieces fulfill the check criteria. the reservation is split into 18 as part of the first and then 2 as part of the next item number: 30 pieces are still reserved for partial delivery B 10. the remaining 30 pieces are unlocked again. 9. The system transfers the approved quantity of 50 pieces to the returns material authorization (RMA) item. for the 2 pieces that were only confirmed with Part partially OK. The customer splits his return into two partial deliveries: Partial delivery A for 20 pieces and partial delivery B for 30 pieces 7. the customer receives a reduced deposit value back. and internally determined 382 . These lock requests include transaction information prepared by the external application. Entitlement management also splits the reserved entitlements — a delivery split: 20 pieces are reserved for partial delivery A. 11.4. rather.

Lock request structures are used by entitlement determination modules to locate and reserve entitlements. all reserved quantities were released by the entitlement reservation request Actions for Complaints Items Without Returns You can use this function to create either an invoice correction request. credit memo request. till the entitlements are consumed by the billing document or unlocked by returns/ confirmation documents) • Locked entitlements details: You can also navigate from this screen to the actual entitlements transaction.control data. To monitor reservation requests. use transaction Monitor Entitlement Reservation Requests in the SAP Easy Access Screen under SAP menu Industries Entitlement Management Utilities . For example. 383 . Integration This function is integrated with the Billing Engine and the Post Processing Framework in CRM. Process log: Contains detailed analysis about the entitlement determination execution Status: Status of the entitlement reservation requests o o o • • Active: One or more Entitlement quantities are still reserved by the reservation request Closed: No entitlements are no reserved by the reservation request Deleted: The original transaction that created the entitlement reservation request is deleted. or debit memo request for a complaint transaction with reference to a billing document that has a released complaint item. You can find the following information in the entitlement reservation requests: • • • Requested quantity: Entitlement quantity that was requested by the external application Fulfilled quantity: Entitlement quantity that was locked by Entitlements determination Available quantity: Entitlement quantity that is still reserved against the lock request (Reserved quantities are shifted from one lock request to another. entitlements determination search scenario.

see Creation of Complaints with Reference to Billing Documents and Customizing for Complaints with Reference to Billing Documents. either you or the system can use actions to create one of the following subitems for a released main item in a complaint: • • • • Invoice correction item (item category DICR) Debit memo request (item category L2N) Credit memo request (item category G2N) Missing kit component (item category CLKK) Status of Subitems Depending on the status of the main item. Determining Item Categories of Subitems The system uses an action to determine one of the following item category usages: 384 . You can also cancel the item that was created automatically (status: Rejected) and use an action to manually create and release a new subitem. For more information. Features Possible Subitems According to standard Customizing. • Status Investigation Required The Post Processing Framework starts an action that automatically creates the subitem with an initial status of Open. You can change the quantity and status manually. the process is as follows: • Status Released The Post Processing Framework starts an action that automatically creates the subitem and immediately releases it. which is set by the automatic execution of business rules.Prerequisites There is a complaint item with status Released in the complaint transaction with reference to a billing document.

The system enters the debit memo request into the billing due list. incorrect delivery The system or the user creates an invoice correction (DICR). Depending on the item category usage. debit memo request. see Billing Due List. which is dependent on Customizing. the following processes are triggered. credit memo request. For more information. incorrect purchase order. Then. the system or the user creates a debit memo request item (L2N) for main item Complaint Due to Incorrect Delivery (CLWD) or Complaint Due to Unrequested Delivery (CLUD). incorrect invoice. • Complaint due to incomplete kit 385 . For more information. the invoice is corrected. • Complaint due to incorrect delivery and complaint due to unrequested delivery If the customer would like to keep some or all of the parts. Further Processing of Complaint Transactions If you make the appropriate settings in Customizing. or missing kit component. The quantity of the subitem is calculated depending on the item category of the complaint. controls determination of the subitem for the complaint item.• • • • Debit memo — DEB Debit memo correction — DBIC Credit memo — CRED Incomplete record — CKFS Automatic determination of item category usage. The customer receives a credit memo or debit memo. a subitem of one of the following categories is created: invoice correction item. depending on the type of complaint: • Complaint due to underdelivery. overdelivery. see Difference Calculation.

For each component that was selected. You can find this BAdI in Customizing for SAP CRM by choosing Actions in Transaction Business Add-Ins The method works as follows: o Basic Functions Actions . First check whether previously exploded data exists in the sales order. This action calls up method COMPL_KIT_SEL_CPTS of implementation COMPL_KIT_SEL_CPTS from Business Add-In (BAdI) Processing Methods. the system or the user creates another item with category Returns Request for Complaint with Billing Reference (CRRI) and an item with category Returns Authorization (RAIN) or in rare cases. The bill of material appears on the Kit Component Selection screen. Then. the system or the user (using the Select Componentsbutton) starts the action Incomplete Kit Main Item (action profile CL_INCOMPLETE_KIT_MAIN_ITEM). This is the case if the result of an availability check via SAP SCM Advanced Planning and Optimization (SAP APO) for the sales order was that not enough kits were available. an Authorization for Scrapping at Customer (SAIC). 386 . If a customer wants to return some of the parts. You select the missing kit components and close the screen.If a customer wants to keep an incomplete kit and would like a credit memo for the missing components. SAP APO then explodes the kit according to the production bill of materials (BOM). the kit components must be created in the product master as Materials. The system enters the credit memo request items into the billing due list. the system creates a subitem with item category Missing Kit Component (CLKK) with the conditions that were determined. the user or the system uses the action Credit Memo for Stock Level (action profile CL_INCOMPLETE_KIT_SUB_ITEM) to create a subitem with item category Credit Memo Request (G2N) for each subitem with item category Missing Kit Component (CLKK). NOTE As a prerequisite. o If there is no exploded data in the sales order. the implementation determines the bill of material in Integrated Product and Process Engineering (iPPE) in SAP ERP Central Component (SAP ECC).

For more information. For the relevant business transaction category. see Customizing for Complaints with Reference to Billing Documents. You have assigned the business object type BUS2000168 (Debit Memo Correction Request Item) to the item category. Difference Calculation You can use difference calculation to correct billing documents. During difference calculation. Features During difference calculation. for the item category DICR. For information on the settings required for complaints with reference to billing documents. the system generates a new billing document with the following item pair: • A new. o • You have set up item category determination for billing. see Returns Authorization. by choosing Billing Item Category Determination Assign Item Categories . a correction subitem is created for the billing document item that is to be corrected. Difference calculation can be triggered by the following: • • An invoice correction item in a complaint with reference to a billing document Retroactive billing Prerequisites You have made the recommended settings in Customizing for Customer Relationship Management: • You have defined item category DICR (Invoice Correction) by choosing Settings Define Item Categories o Transactions Basic . you have assigned billing relevance Transaction-Related Billing According to Order Quantity to the item category. corrected billing item with the current data 387 .

only 8 pieces arrived. a dealer orders 10 pieces of product PROD1 and receives billing document 90815. You reference billing item 90815/10. The system generates a new billing document (90816) with an item pair: o o Item 10 as the billing item that includes the corrected data Item 20 as the billing item with the original data and opposite signs for the quantity and amount 388 . 4. a complaint with reference to a billing document. The dealer reports that of the 10 pieces that were ordered. and enter the quantity that was actually delivered. In item 10 of sales order 4711. 2. Example The figure below shows two examples of difference calculation and is followed by an explanation: Difference Calculation for Complaints with Reference to Billing Documents 1. You create document 804711/10. which is a copy of the old billing item with the opposite plus/minus sign appearing for the quantity and amount The sum of the quantities and amounts in this item pair is equal to the difference between the old and new data.• A corrected billing item. 3.

4. pricing is automatically run using the original price data. the item pair of 10 and 20 shows a credit amount of USD 200. In this case. item 10). 5. you also give the customer a price reduction. Retroactive Billing New price agreements that you make with your customer can have an effect on billing documents that have already been processed and settled. In a copying requirement. If the system finds a new price of USD 80 per piece. A new price is maintained for product PROD1. 3. You carry out retroactive billing for individual billing document items in the CRM WebClient UI. You can find BAdIs in Customizing for Customer Relationship Management. 5. Prerequisites • The billing document item has the status Retroactive Relevant. in the item details.Because of the quantity change. Because of the price change. in the section Billing System Enhancements Business Add-Ins . • The billing document containing the item that you want to bill retroactively has been transferred to accounting. You use a Business Add-In (BAdI). 389 . the system automatically calculates a difference of USD 80. item 10. for example the BAdI for copying requirements. In a separate complaint. to define the conditions for setting this status. 2. for example. the system calculates a difference of USD 200. on the Billing Documents page. When the new billing document (90816) is created. you need to perform retroactive billing to create new billing documents. you have defined that this billing item is marked as relevant for retroactive billing. You start retroactive billing for billing document 90815. Retroactive Billing 1. Product PROD1 is billed at a flat rate of USD 100 per piece (billing document 90815.

2. Retroactive billing is started for billing document 90815. and a credit memo amount of USD 200 (USD 100 x quantity 10 – USD 80 x quantity 10) is automatically calculated. the pricing date of the original transaction is always used. A new price is maintained for product PROD1. A new price of USD 80 is entered manually. Example The figure below shows an example of calculations for retroactive billing and is followed by an explanation: 1. pricing is carried out again and the difference is billed in a new billing document. item 010). 5. 390 .Features During retroactive billing. item 10. For pricing. 3. 4. The billing document for this product is automatically flagged as relevant for retroactive billing. Product PROD1 is billed at a flat rate of USD 100 per piece (billing document 90815. Complaint Creation with Reference to an ERP Handling Unit You can create a complaint with billing document reference by using the handling unit ID (HU ID) to find the billing document by way of the enterprise resource planning (ERP) delivery.

and process them at the research. Complaints with Reference to Billing Documents.You use the HU ID (external HU ID) to create a complaint if your customer complains about a handling unit because it is damaged or because it is missing pieces. The system determines the employees responsible and forwards the transaction to them. After the complaint is created. The end result is that the documents are approved or declined. If the circumstances are unclear according to defined criteria. The customer informs you of the HU ID. or Used Part Returns. Customer Relationship Management 391 . for example. Prerequisites You have made all necessary Customizing settings under Transactions Settings for Investigations Process The following graphic illustrates how the processing levels in an investigation fit together: . returns. When you use the HU ID to find the billing document. all items in the respective billing document appear in the result list. and approval processing levels. or used part returns. An investigation allows you to filter out critical transactions such as complaints. the transaction is transferred to the workflow for investigations. The basis for determining the complaint quantity is the HU quantity rather than the billing quantity. or if automatic processing should not take place for certain defined criteria. You select the appropriate billing document items and create the complaint. which can be found on the packaging unit (such as the box). analysis. Returns. Investigation The system uses the automatic execution of business rules to automatically decline or release Complaints. you can use the Transaction History and the HU ID to go to the ERP packing transaction (HUMO). where you see information about the HU.

5. or he or she can first consult the research processing level before making the decision.1. the system uses the Business Add-In (BAdI) BAdI: Determination of Work Item Recipients (CRM_MI_PROC_DET) to determine the system users. 3. An item is processed using the automatic execution of business rules. The analyzer can now either manually make a status decision (approve manually or decline manually) right away. At the same time the system starts the investigation. since the item could not be approved or declined automatically. the system starts workflow CRM_MI (WS15100038). it also defines an agent group for the analysis processing level that is responsible for the investigation process. 4. This method leads to one of the following results: o o o Automatic release (system statuses I2216 and I1004 are activated) Automatic decline (system status I2214) Trigger investigation (system status I2212) When status I2212 (investigation required) is set. The first work item in the workflow inbox of the Business Workplace is then delivered to these users. 2. The goal of an investigation is to approve or decline an item manually. Within the responsible analysis agent group. 392 .

At this point. When all the research agent groups have completed their work items. such as Decisions and Reasons why an investigation was necessary. following the analyzer’s status decision. In other words. however. if you click on the status of the investigation. the item returns to the analyzer. This screen contains comprehensive information. The agent group is also determined with BAdI: Check Whether Approval Is Required (CRM_MI_APPROVER). the Investigation screen appears. This suggestion does not change the status of the item. The agent groups on the research level are always consulted in parallel.6. and the investigation process ends. or whether the decision takes effect immediately. Further approval can also be requested for the approver’s decision. • workflow (BC-BMT-WFM) 393 . BAdI: Check Whether Approval Is Required (CRM_MI_APPROVER) controls whether an approval step is necessary for a status decision. the status decision that was made last is effective. Agents on the research level complete their processing by offering a suggestion (Approve or Decline) for the analyzer's decision about this item. another work item is created for an agent group in the approval level. who can then make the final status decision. The agent group to which you are assigned dictates which reason codes you can see. 8. see Customizing for Customer Relationship Management and choose Transactions Settings for Investigations . Examples of such specialized information include special warehouse data or information from external partners. The approval process is completed when the BAdI: Check Whether Approval Is Required (CRM_MI_APPROVER) does not request any further approvals. The research processing level has the task of contributing special information that may not be easily accessible for the analyzer to the investigation process. however. 7. • For more information. the analyzer can have an item processed by various agent groups on the research level at the same time. if necessary. More Information • In a business transaction item that is processed in an investigation. If the BAdI logic requires approval.

The system points the user to the current and corrected billing item. linked to the evaluation of conditions. For more information. Features • The system checks whether the billing item was corrected in the past. • Business Workplace (BC-BMT-WFM) SAP Business Workflow (BC-BMT-WFM) A user's integrated work area. the billing item cannot be selected. is monitored by the workflow manager and can be controlled flexibly with event-related response mechanisms. a workflow is represented by a workflow work item (type F). 394 . The chronological and logical sequence of the steps. You use the Business Workplace to do the following: • • • • Process work items Receive and send messages Manage documents and work processes Distribute and process information across the enterprise or within groups Billing Item Check for Complaints with Reference to Billing Documents This function checks whether an invoice correction item can be created for a billing item in a complaint with reference to a billing document. If a difference calculation was carried out for the selected billing item once before. see Difference Calculation. From a technical point of view.• • • SAP Business Workflow (BC-BMT-WFM) Sequence of steps processed either by people or by the SAP System.

or a complaint transaction. and whether that invoice correction item is still open. used part return transaction. it is not possible to create an invoice correction item for this billing item. If this is the case. Returns Authorization You can use this process to create either a return material authorization (RMA) item or a scrapping authorization item for a released returns request item in a returns transaction.• The system checks whether the selected billing item already has an invoice correction item that was created for it. you can avoid creating two invoice correction items at the same time for the same billing item. the system checks whether the selected billing item is selected in another complaint with reference to a billing document. • At runtime. item category usages. The following components are necessary for integration of the complete process: • • SAP CRM SAP ERP Central Component (SAP ECC) CRM Customizing Activities • You have defined item categories. Category Determination 395 . and item category determination according to your requirements in Customizing for Customer Relationship Management (CRM) by choosing Transactions Basic Settings Define Item Categories Usages and Define Item . In this way. Prerequisites There is an existing transaction that includes a returns request item with status Released or Investigation Required.

in Customizing for Customer Relationship Management. see Post Processing Framework in CRM. you have selected the Returns Process indicator according to your needs. For more information. you can define your own actions in Customizing. 396 . The standard system includes the following combinations of action profiles and actions for returns: Technical Name of Action Profile Description of Action Profile Returns Authorization Attachment Technical Name of Action Description of Action Automatic Returns Approval RMA_ITEM RETURN_ITEM_RMA If the action profiles delivered by SAP do not meet all your needs. Creation of authorization items is triggered by an action. Possible values include: • • • • • • <blank> –– Undefined A –– Returns with immediate storage B –– Returns with immediate scrapping C –– Returns with inspection E –– Scrap at customer site F –– Returns with external decision (Note: This means that follow-up activities are defined in goods receipt and are processed using SAP Supply Chain Management (SAP SCM)). which you have also assigned to these profiles. choose Basic Functions Actions Actions in Transaction Change Actions and Conditions . CRM Product Master Data Depending on the Distribution Chain. Then define the schedule condition and start condition for Define Action Profiles and Actions each action definition by choosing Define Conditions.• You have defined action profiles and the actions themselves. in the product master data under Control Parameters: Complaints and Returns. To do so.

You can change the value. and depending on the Process Indicator. one of the following authorization items is created either manually or automatically. used part returns transaction. You can change the quantity and status manually. You can also cancel the authorization item that was created automatically (status: Rejected) and use an action to manually create and release a new authorization item. the system determines one of the following item category usages: 397 . or complaint transaction. you use the indicator for controlling the logistics process in returns (Returns Process) to indicate whether the product should be returned or scrapped. the process is as follows: • Status Released The Post Processing Framework starts an action that automatically creates the authorization item and immediately releases it. • Status Investigation Required The Post Processing Framework starts an action that automatically creates the authorization item with an initial status of Open. Determining Item Categories of Subitems For each product and sales area. which is set by the automatic execution of business rules.Process Possible Authorization Items For an approved returns request item in a returns transaction. according to the standard Customizing settings: • • Returns authorization (RMA) (item category RAIN) Authorization for scrapping at customer site (item category SAIC) Status of Subitems Depending on the status of the main item. Using an action that automatically creates the returns authorization (RETURN_ITEM). The system determines this indicator for returns request items and copies it into the Process Indicator field. if you like.

see Data Exchange for Complaints: SAP CRM –SAP ECC. Depending on the item category usage. • After releasing the returns authorization item and saving the transaction in SAP CRM. the returns authorization item is replicated to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. 398 . see Actions for Complaint Items Without Returns. the customer scraps it. the following process is triggered: • A returns authorization item that contains the data for the physical return is created for the returns request item. a subitem with type authorization for scrapping at customer site (category: SAIC) is created. Returns Authorization If the item category usage is RETR. an invoice correction request item is also created as a subitem for the returns authorization item.• • RETR — Returns authorization SCRP — Scrapping Automatic determination of item category usage is dependent on Customizing and controls determination of the subitem for the returns request item. Scrapping Authorization If the item category usage is SCRP. The number of the return or complaint. together with the number of the subitem. a subitem with category returns authorization or a subitem with category scrapping authorization is created. For more information. For more information. This means that instead of sending back the part. If the returns authorization item is in a complaint with reference to a billing document that has an invoice correction. The order quantity of the returns authorization item is determined as follows: The system copies the Approved Quantity from the returns request item into the Quantity field of the returns authorization item. which you can change if necessary. This quantity is the order quantity. results in the unique returns material authorization (RMA) number.

for example. The assigned business partner (Responsible Scrapper) dictates who should create the scrapping confirmation: the customer or you. Make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Item Categories . if necessary. • No sales contracts can be determined as preceding transactions for complaints and returns for which no billing documents exist as preceding transactions. the correct price is also determined. Integration This function is integrated with Sales Contracts. even if the sales contract cannot be determined using preceding transactions. the manufacturer. you have defined that sales contract determination takes place.The system copies the Approved Quantity in the returns request item into the Quantity of the scrapping authorization item. the system uses contract determination. You have made the following settings in Customizing 399 . Using Complaints and Returns to Update Sales Contracts This function allows you to use complaints and returns to update the values Released Quantity or Released Value in sales contract items. in case of a credit memo in the sales contract. The ultimate goal is to ensure that the customer receives the price that was agreed upon in the contract for exactly the quantity or value specified in the contract. In this case. In this case. If there is no billing document as a preceding transaction for a complaint or return. You can change this quantity. Prerequisites You have completed the following steps in Customizing: • You have defined copying control for conditions in the sales contract for complaints and returns.

the contract values are updated after the returns authorization item is created. in which you have made the following settings: Duration (Days): You have entered the number of days in the past (starting on the creation date of the complaint or return) the system should search for contracts whose validity period was already exceeded. the values for Released Quantity and Released Value are updated. Completed Sales Con.. in field Determination. or for returns that were created with reference to a handling unit. For returns. 400 . • For complaints without return items. in section General. As a result. you have selected an appropriate value for contract determination. o You have defined that a sales contract should be found. This update happens independently from the item quantity update. the sales contract is determined and updated using the preceding transaction chains for billing documents and sales orders.: You have defined whether contracts with status Completed should also be found. • For complaints that were created with reference to a billing document. you have selected the value Sales Contract. in field Contract Determ. two new fields appear. Features If the customer (dealer) creates a complaint or return. such as Only at Item Level: Assign Immediately if Unique. in view Customizing header. the contract values are updated after the invoice correction item is created. the contract values are updated after the returns authorization item (object type Customer Return Item CRM –– BUS 2000161) is created. such as an underdelivery or an overdelivery without a return request. To do so. for business transaction type Complaints. The process is as follows: • For complaints with return items.for Customer Relationship Management by choosing Transaction Types o Transactions Basic Settings Define : You have defined that contract determination takes place when complaints or returns are created. To do so.

Inventory Adjustments Using Complaints 401 . and sales organization to search for contract items for each return request item (object type Customer Complaint Item CRM –– BUS 2000160). If the sales contract is no longer valid when the return item is created. if it could not be determined previously by using a billing document as a preceding transaction. which is not yet fulfilled and does not have status Completed. assignment block Release History is available at both header level and item level. the valid price at this time is determined. the price is determined in the sales contract. you can see the release list with the corresponding sales orders as well as the relevant complaints and returns. This means that the system uses the criteria customer (dealer). Depending on your settings in Customizing. • In the sales contract. After the sales contract item assignment. In this assignment block. product. and the item's creation date play the following roles during determination: • The system searches for contracts in which the creation date of the item falls within the validity date of the contract. the sales contract item is assigned to the returns request item either automatically or manually. the fulfillment of the contract.For complaints or returns for which the corresponding sales contract cannot be determined using preceding transactions (such as rapid returns or surplus returns). the creation date of the return item and the pricing date play the following roles: • If the sales contract is still valid when the return item is created. The validity period. contract determination occurs. The system searches for contract items whose contract terms have expired before the creation date of the complaint item or return item. The price is used as the basis for creating a credit memo. the price on the last day of validity is used. the system searches for contracts that have status Completed. for example. During pricing. but were valid on at least one day in the time interval that you defined in Customizing. status. • • If you have made the corresponding setting in Customizing.

you can use an action from an SAP Customer Relationship Management (SAP CRM) complaint item to trigger an inventory adjustment either in SAP ERP Central Component (SAP ECC) or in SAP Supply Chain Management (SAP CRM). or you have verified data such as sold-to party or delivery quantity. you have changed the Remote Function Call (RFC) destination. in the action profiles for Underdelivery (CL_SH) and Overdelivery (CL_OV). such as PODMSG. REMOTE: You can use this parameter if the RFC call should be called asynchronously with a prefix. If you want to use the synchronous RFC call. Settings in SAP ECC 402 . You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration Logistics Integration Business Add-Ins for Logistics Integration BAdI: Definition for Mapping of Proof of Delivery Message . see Actions. Basic Functions Actions You can define the following processing parameters in the action method: o RFC_DEST: You can use this parameter to define the RFC destination if you do not want the destination to be read from the system parameters. o For more information. For example. such as changing the scheduling conditions. Prerequisites Customizing in SAP CRM • If necessary. you have adapted the data to the correction by using the Business Add-In (BAdI) BAdI: Definition for Mapping of Proof of Delivery Message. • In the standard system. exclude this parameter. you will find action definitions with the action method COMPL_TRIGGER_POD. use the activities Define Action Profiles and Actions and Define Conditions. to ultimately correct inconsistencies between the invoice quantity and the delivered quantity. You can find these activities in Customizing for Customer Relationship Managementby choosing Actions in Transaction Change Actions and Conditions .With this function. If you want to make changes.

see release note Proof of Delivery. Logistics Execution Service Parts Management (SPM) Cross-Process Settings (SPM) Proof of Delivery Define POD Storage • You have used transaction VV21 to assign output type RPOD to the delivery type of the original delivery. • The prerequisite for the invoice correction to be triggered is that the complaint item must be approved and a unique delivery item can be determined. A POD storage location must be assigned to the delivery plant from the original outbound delivery in SAP ECC. You have entered the following values: o o o Delivery Type: LF (Outbound delivery) Medium: 8 (Special function) Time: 4 (Send immediately (when data is saved)) For more information about Customizing in SAP ECC. The POD message contains the reason for the inconsistency in shipping (underdelivery or overdelivery). 403 . The delivery discrepancy is communicated to the inventory management system in a proof of delivery message (POD message). The POD Message action is available in the following cases: o o Underdelivery Overdelivery • The POD Message action triggers an inventory adjustment either in SAP ECC or in SAP SCM right from an SAP CRM complaint item. sales order. a correction delivery is created for the original outbound delivery in SAP ECC. and the quantity received by the customer. • Based on the quantity difference. the outbound delivery quantity. The delivery item is determined using the unique assignment to the complaint item (complaint was created with reference to a delivery) or by using the following transaction chain: billing document. delivery (complaint was created with reference to a billing document item).• You have assigned a POD storage location to the delivery plant from the original outbound delivery in Customizing for SAP ECC by choosing Location for Shipper Discrepancies . which is linked to the Proof of Delivery node in SAP ECC in the SAP Customizing Implementation Guide. You can find this node by choosing Features • Logistics Execution Shipping Deliveries Proof of Delivery .

in the SAP Library. 404 . More Information For more information about inventory adjustment in SAP SCM.Example In the invoice. in the Extended Complaints and Returns in E-Service application. or by using EDI. Integration Complaints with reference to trade promotions are integrated with trade promotion and with billing. This complaint triggers the system to create a credit memo for the original amount and a debit memo based on the product price that is valid during the trade promotion. choose SAP Business Suite SAP Supply Chain Management SAP Extended Warehouse Management (SAP EWM) • • Physical Inventory Difference Analysis Delivery Processing Basic Functions in Delivery Processing Delivery Quantity Adjustment Quantity Differences for Stock Transfer Orders Complaints with Reference to Trade Promotions You create complaints with reference to trade promotions in the following case: You order a product and notice later on that the product is being offered at a lower price within the context of a trade promotion. 100 pieces were billed. but only 80 were delivered. If the physical check does not show a difference. You can create complaints with reference to a trade promotion either in the Customer Relationship Management WebClient user interface (CRM WebClient UI). The result is a difference in stock that triggers an inventory check in the outbound delivery warehouse in SAP ECC or SAP SCM. an inventory adjustment is run.

set the indicator Creation with Ref. Integration Transaction Referencing Assign Business Object Types to Transaction Types In the standard system. • Assign business object type to transaction type You have assigned your own transaction type to the business object type in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints . to Trade Promotion is defined in the standard system. If you want to change an existing reference to a trade promotion. business object type CBMP belongs to the transaction type for complaints with reference to trade promotions. 405 .Prerequisites You have completed the following steps in Customizing for CRM: • Define transaction type You have defined transaction types in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Transaction Types . you must create your own implementation using the Business Add-In BAdI: Create Complaint with Reference to External Transaction. Transaction type CLRP – Complaint with Reference to Invoice is defined in the standard system. and the data is copied from the trade promotion into the complaint transaction. In the General section. Possible. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration Transaction Referencing . Transaction type CLBM – Complaint with Ref. Use this item category as a template to create your own item categories. A trade promotion is defined as the preceding object for the complaint transaction. • Define item category You have defined the corresponding item category in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories . Use this transaction type as a template to create your own transaction types.

The following action Action Definition COMPL_MKT_PRG ComplaintBased Marketing Program COMPL_MKT_PRG_CREDIT COMPL_MKT_PRG_DEBIT For more information. see Actions. Transaction Assign Action Profile to the Item Category • Define usage type You have defined the usage type in Customizing: Customer Relationship Management Marketing Marketing Planning and Campaign Management Basic Data Define Usage Type • Assign marketing usage types to transaction types You have assigned the marketing usage type to the transaction type in Customizing: Customer Relationship Management Transactions Additional Settings Assign Marketing Usage Types to Transaction Types • Define usage for a trade promotion type 406 . Then define the schedule condition and and Conditions Define Action Profiles and Actions profiles are available in the standard system: Technical Name of Action Profile Description of Action Profile Description of Action Definition Complaint-Based Marketing Program Credit Memo Complaint-Based Marketing Program Debit Memo start condition for each action definition by choosing Define Conditions. • Action profile COMPL_MKT_PRG is assigned to item category CLBM You have assigned action profile COMPL_MKT_PRG to item category CLBM in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in .• Define action profile for the item category with two action definitions: one for credit memos and one for debit memos You have defined actions and action profiles in Customizing for SAP Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Change Actions .

The following assumes one product. in field Usage Type. • The complaint can be applied in the context of automatic execution of business rules for investigations. Then. After billing. • The following checks occur during complaint creation: o If the trade promotion (campaign) is complaint relevant. you must have assigned the appropriate usage type to the trade promotion type (campaign type) in Customizing for Customer Relationship Management by choosing Marketing Marketing Planning and Campaign . The customer enters a complaint about the five pieces by creating a complaint with reference to the trade promotion. select a trade promotion from the result list and one or more products that you see in the associated item list. the customer notices that the product was sold at a discount of EUR 10 per piece during a trade promotion. Features • You can create complaints for a trade promotion. The system uses the assigned actions to automatically assign two subitems: one for the credit memo with the base price of the product and one for the debit memo with the price for the product that is valid during the trade promotion. use Back to leave the page and save the transaction. Management Basic Data Define Types/Objectives/Tactics You have made the following settings in a trade promotion: • To be able to use a trade promotion for this scenario. 407 . is the Usage Type of the trade promotion Complaint-Based Marketing Program? Is the trade promotion still valid? Is the customer included in the marketing segment of the trade promotion? Are the products to which the trade promotion refers included in the trade promotion? o o o • After you have entered the quantity in the item and changed the status to Released. To do so. create the complaint. after an appropriate search. you must have selected the value Complaint-Based Marketing Program.To be able to use an existing trade promotion type for this scenario. Example A customer (dealer) bought five pieces of product A for the base price of EUR 100 per piece.

Complaints with Reference to Billing Documents. or used part returns. or if automatic processing should not take place for certain defined criteria. or Used Part Returns. and process them at the research.The result of the complaint is that a credit memo in the amount of EUR 500 is issued. returns. The system determines the employees responsible and forwards the transaction to them. If the circumstances are unclear according to defined criteria. The end result is that the documents are approved or declined. the transaction is transferred to the workflow for investigations. and approval processing levels. Prerequisites You have made all necessary Customizing settings under Transactions Settings for Investigations Process The following graphic illustrates how the processing levels in an investigation fit together: . Investigation The system uses the automatic execution of business rules to automatically decline or release Complaints. An investigation allows you to filter out critical transactions such as complaints. Customer Relationship Management 408 . along with a debit memo of EUR 450. Returns. analysis.

Within the responsible analysis agent group. or he or she can first consult the research processing level before making the decision. 6. 409 . 5. At the same time the system starts the investigation. This method leads to one of the following results: o o o Automatic release (system statuses I2216 and I1004 are activated) Automatic decline (system status I2214) Trigger investigation (system status I2212) When status I2212 (investigation required) is set. Examples of such specialized information include special warehouse data or information from external partners. it also defines an agent group for the analysis processing level that is responsible for the investigation process. An item is processed using the automatic execution of business rules. 4. The goal of an investigation is to approve or decline an item manually. 2. The first work item in the workflow inbox of the Business Workplace is then delivered to these users. the system starts workflow CRM_MI (WS15100038). The analyzer can now either manually make a status decision (approve manually or decline manually) right away.1. since the item could not be approved or declined automatically. the system uses the Business Add-In (BAdI) BAdI: Determination of Work Item Recipients (CRM_MI_PROC_DET) to determine the system users. 3. The research processing level has the task of contributing special information that may not be easily accessible for the analyzer to the investigation process.

This suggestion does not change the status of the item. The agent groups on the research level are always consulted in parallel. Returns 410 . the item returns to the analyzer. who can then make the final status decision. such as Decisions and Reasons why an investigation was necessary.Agents on the research level complete their processing by offering a suggestion (Approve or Decline) for the analyzer's decision about this item. the status decision that was made last is effective. see Customizing for Customer Relationship Management and choose Transactions Settings for Investigations . if you click on the status of the investigation. 8. however. • For more information. the analyzer can have an item processed by various agent groups on the research level at the same time. More Information • In a business transaction item that is processed in an investigation. In other words. When all the research agent groups have completed their work items. another work item is created for an agent group in the approval level. The agent group to which you are assigned dictates which reason codes you can see. if necessary. however. This screen contains comprehensive information. following the analyzer’s status decision. The approval process is completed when the BAdI: Check Whether Approval Is Required (CRM_MI_APPROVER) does not request any further approvals. If the BAdI logic requires approval. Further approval can also be requested for the approver’s decision. and the investigation process ends. or whether the decision takes effect immediately. the Investigation screen appears. BAdI: Check Whether Approval Is Required (CRM_MI_APPROVER) controls whether an approval step is necessary for a status decision. The agent group is also determined with BAdI: Check Whether Approval Is Required (CRM_MI_APPROVER). 7. At this point.

see Used Part Returns. For more information. For the Used Part Indicator. in the control data for complaints and returns. NOTE For information about returning used parts. To be able to send invitations for surplus returns. • • You have completed Customizing for Returns. you have selected either Possible or Not Specified. in the Extended Complaints and Returns in E-Service application. The customer may also have paid a deposit for these parts and remanufactured products. you can create a return using the following options: • Create as a follow-up transaction to one of the following transactions: o o Sales orders Service process with sales items Marketing campaign Marketing campaign element Recall (product service letter) • Create with reference to the following objects o o o • Create without reference Prerequisites • In the CRM product master data. you have made the following settings for service parts: o o For the Returnable indicator. you must have completed the following in Customizing: o In SAP GUI under SAPconnect administration (transaction SCOT). see SAPconnect (BC-SRV-COM). Depending on the type of return. and depending on the distribution chain. You can create returns either in the Customer Relationship Management WebClient user interface (CRM WebClient UI). 411 . you have made the required settings so that you can send electronic recalls. you have selected either <blank> (New/Remanufactured Part) or B (Used/New/Remanufactured Part). or by using EDI. A customer (dealer) sends back to you remanufactured products or service parts that were not yet used.You can use this function in the following situations: • • A customer (dealer) returns goods delivered to him or her (products of type Material).

see Authorization Check at Field Level. you create the return with or without reference to a preceding transaction. Invitations to reduce surpluses take place 412 . for example. There is no quality defect in this case.o In the business partner. you can create returns with returns request items for the following returns types: • • • • • Standard returns Surplus returns SPL-requested returns Recall returns Rapid returns Depending on the returns type. by fax. and so on. you have made settings for the communication path for invitations to the recipient responsible. standard returns can be used in the following case: EXAMPLE A customer has ordered a specific article via mail order in many different sizes or colors and returns some of the goods after trial and examination. The returns types each have a different business-related background: Standard Returns For example. Customers usually enclose a returns form in which they state the reasons for return and specify the order to which the return refers. Features Depending on Customizing in the standard system. so there is no complaint preceding this return. For more information. Surplus Returns Surplus returns are how vendors accommodate their customers (dealers) by enabling them to return parts that they did not sell in quantities as high as they expected. invitation by e-mail. You can use authorization groups to prevent fields in the transaction from being overwritten under certain defined conditions.

that is. Second period: The customer (dealer) cannot create returns requests. the marketing campaign contains the following information: • • • • • Identification of the marketing campaign element (reference number) Start. he or she creates a surplus return with reference to the marketing campaign item in the dealer portal. however. all customers (dealers) who have purchased the service part.and end date of the first period Start. or it can be left to the customer (dealer) to decide which parts to return.and end date of the second period Product list (optional) Business partners: List of customers (target group) You use Graphical Modeling of Segments to specify the target group. • Invitation recipients with the communication channel that was determined The system determines this information as follows: o Invitation recipients 413 . goods can be received by the vendor within a specified time period. Regular surplus returns run in waves. The surplus returns are processed via a marketing campaign with campaign elements. The invitation can refer to certain service parts. The invitation provides the customer (dealer) with all the data that he or she needs to create the return and send back the parts: • • • Reference number Products or product list (optional) Validity period (optional) After the customer receives the invitation. or are one-time events.either at regular intervals. Each wave is divided into two periods: • • First period: The customer (dealer) can create returns requests within a specified time period. Among other things.

The system checks whether there are one or more contact persons for the business partner from the target group: If there are multiple contact persons. and so on. If no communication path for sending the invitation is specified. If there are multiple contact persons but no main contact person. SPL-Requested Returns Because of delivery bottlenecks for a service part. company. for example. • Ship-to party for returns (optional) For more information. see Surplus Returns Campaigns. fax. customers (dealers) who bought this part perform a search for it. for example. The marketing campaign includes the following information: • • • • • Identification of the marketing campaign (reference number) Business partners: List of dealers (target group) Invitation recipients with the communication channel that was determined Product with required quantity Ship-to party for the returns (in the case of third-party order processing. If no contact person exists. 414 . or letter. The SPL-requested return is processed using a marketing campaign. see SPL-Requested Returns Campaigns. organization. the system automatically takes the first contact person in the list. this is another dealer) NOTE For more information. the default invitation is a printed letter sent by mail. the business partner defined in the target group of the marketing campaign is used. the system checks whether there is a main contact person. o Communication path for sending the invitation You can send the invitation by e-mail. The invitation contains the reference number and the corresponding service part (optional).

SAPconnect (BC-SRV-COM) Purpose 415 . see the item of the same name in section "Surplus Returns". you can use this returns type to process a return for a product indicated as not returnable. A remanufactured product can be remanufactured or reworked multiple times. In the campaign for SPL-requested returns. Normally. see Service Recall Processing: Returning Service Parts. According to this information. Each rework results in a new remanufactured product. you can find information about the quantities still needed to complete the campaign in the Quantity Statistics assignment block. Recall Returns For more information. Rapid Returns You use rapid returns to process exceptional cases. A rapid return is always created without a preceding transaction and is a return triggered by the customer (dealer). you can then create and release the appropriate returns authorization items. you can only create a return for a product that is indicated in the product master as being returnable.• Invitation recipients with the communication channel that was determined For more information. To accommodate your customers (dealers). remanufactured product (SCM-APO-MD) Master Data (SCM-APO-MD) A product that contains a rebuilt core component of the original product.

For more information. Integration The graphic shows the SAP components that may be part of the message exchange process using SAPconnect: • • • • SAP applications. faxes and text messages (pager/SMS) directly. which manages the sender and recipient addresses for all of them. see SMTP Configuration Guide. Independent to these components. SAPconnect provides a direct connection to the Internet through the SMTP plug-in of the SAP Web Application Server. RFC or http. see HTTP Configuration Guide. This enables you to send and receive Internet mails. Internet mail and X. SAPconnect then communicates with the outside world by SMTP. Features 416 .400. such as CRM with e-mail campaigns Business Workplace Smart Forms PPF (for alerts) All components use the BCS (Business Communication Services) to send messages. The BCS communicate with SAPconnect. You are also able to send packed text messages (pager/SMS) to external servers or providers as URLs. It enables external communication components to be connected to the SAP System.SAPconnect provides a standard interface for external communication. such as FAX. For more information. as well as sending to printers and between different SAP Systems. without having to use additional external communication systems. text messages (pager/SMS). there is also address management. which supports sending using telecommunication services.

SMTP. An SAP system uses SAPconnect and RFC to communicate with an external communication system (fax server.or X. SMS or X. faxes and messages are packed as e-mails.400 messages. SMTP gateways or X. Exchanging faxes and text messages (pager/SMS) using SMTP is also possible. without having to use additional external components.SAPconnect can be used to create links to various types of communication components and communication systems: • The SMTP Plug In This enables e-mail exchange between the SAP system and each SMTP mail server. or with a paging/fax server or provider that forwards SMS messages and faxes. text message (pager/SMS) servers. • • Additional Information 417 . An SAP system uses SAPconnect and the SMTP plug-in to communicate with the Internet directly to send e-mails. For this. An SAP system uses SAPconnect and the HTTP plug-in to communicate with a paging provider that forwards SMS messages.400-Gateway) that forwards Internet mails. The HTTP Plug In This enables text messages (pager/SMS) to be sent to external text message servers or providers as URLs. Fax servers. faxes and SMS messages can travel to and from the SAP system: The following communication paths are available: • • Two SAP systems exchange messages through SAPconnect and an RFC connection. faxes.400 gateways that support the SAPconnect RFC interface (provided by SAP software partners) Other SAP systems Printers • • • • The following graphic shows the different communication paths that Internet mails. text message (pager/SMS) server.

This is only supported by CRM E-Commerce. This enables an advanced and targeted authorization check.or service order. It is therefore possible to allow only those employees with special authorization to change quantities retroactively after the sales order has been delivered. see Monitoring Sending and Error Analysis. partner. you can use the authorization check not only for individual fields. you cannot enter field names in the IMG activity Define Authorization Group. You can for example. When you choose the Display and Change modes. you can find information about configuring your system under SMTP Configuration Guide. For detailed information about the settings for external communication. For information about monitoring sending and error analysis. CAUTION You can hide fields for certain users by using the Display mode for the appropriate field (see prerequisites) in the IMG activity Define Authorization Group in Customizing. and transaction history. you must specify a field name to which the action should relate. As a result. In addition. allow specific users to change the fields in a business transaction. Authorization Check at Field Level You can use this function to determine which actions a user can execute for specific fields in a business transaction. such as order item. 418 . This is the configuration recommended by SAP.• • • If you are using the SMTP plug-in. see Administration. such as a sales. but also for a business transaction component's entire table entry. You can influence the following user actions (modes) by using the authorization check: • • • • Create Display Change Delete The Create and Delete modes are only available when using the entire business transaction component.

You make these entries manually in Customizing for Customer Relationship Management. in the columns Transaction Type and Item Category.9). For performance reasons. under Settings Define Authorizations Prerequisites • Customer Relationship Management Web Channel Basic . • You have assigned an authorization level for each authorization group in Customizing in connection with the key fields transaction type. and delivery status. You fill the control table 419 . item category. you can only specify one value (whole number) for the Authorization Level field.You can find more information about the use of this function in CRM E-Commerce in the SAP Implementation Guide (IMG). You have created an authorization with reference to authorization object CRM_FLDCHK. and consists of a collection of fields. 1 –12) or multiple values (for example. CAUTION Basic . if all the transaction types or item categories should be analyzed for this authorization rule in the authorization check. An authorization group is a type of field group. • You have defined authorization groups in Customizing and assigned fields to them.7. = all transaction types) in the IMG activity Maintain Authorizations at Field Level. and assigned this profile to the corresponding user. assigned this authorization to an authorization profile. The authorization check cannot process ranges (for example. You make the entries for this in Customizing for Customer Relationship Management. Only use the asterisk value (*. 5. you should determine the rules for the authorization check carefully. at Functions Authorizations Maintain Authorizations at Field Level CRMM_AUTH_FIELD with these entries. under Authorizations Define Authorization Group NOTE Basic Functions . NOTE When you create the authorization with reference to the authorization object CRM_FLDCHK .

you should maintain this control table in your productive system. The authorization object contains the following fields: o o o Activity Authorization group Authorization level • Other entries in the control table. In the authorization check. The rule is only applied if the values of the key fields in the transaction agree with those of the key fields in the control table CRMM_AUTH_FIELD. The user must have authorization for all the authorization groups in the required level.Control table CRMM_AUTH_FIELD is created as a master data table. the system analyzes the control table CRMM_AUTH_FIELD and checks whether the authorization level from the control table is higher or lower than the authorization level in the user's authorization object. the system analyzes specific information during the check. If his or her authorization level is lower than that in the control table. If the user’s authorization level in his or her authorization object is at least as high as the authorization level in the control table. If a field is assigned to multiple authorization groups. To be able to perform an authorization check at field level. the system performs the authorization check at field level when processing a sales transaction. Adding Additional Key Fields 420 . he or she cannot change the field. such as authorization group and authorization level for each authorization group. If the control table does not contain any data. then all the authorization groups are checked independently of each other. The user receives a specific authorization level via an authorization object. Features When you have made the necessary settings in Customizing for SAP CRM. he or she is permitted to overwrite the field. and delivery status) that control whether the rule can be applied. This includes: • Key fields (transaction type. • Authorization level from the authorization object of the user. For this reason. item category. the authorization check is not carried out. and therefore cannot be transported.

you must assign an asterisk to them in the IMG activity Maintain Authorizations at Field Level. If you want to use more fields (which you have added to the control table CRMM_AUTH_FIELD) for the authorization check. you can calculate the values of these additional fields with this BAdI and transfer them to the authorization check. This is the only way to ensure that the rules previously created for the authorization check are correctly analyzed by the system. see the Implementation Guide (IMG) at Basic Functions Authorizations Define Authorization Groups Fields. Example Simple Example for "Change Fields" Authorization a) Customizing Settings in the IMG Activity Define Authorization Group Definition of authorization group 0001 – Authorization group 0001 consists of the following fields: • Quantity Customizing Data Object Name SCHEDLN Logical Key No entry Field Name QUANTITY Mode Change • Unit of Measurement Customizing Data Logical Key No entry Object Name PRODUCT_I Field Name PROCESS_QTY_UNIT Mode Change 421 . CAUTION Customer Relationship Management and Business Add-In for Checking If you have added additional key fields. The Transaction Type.You can use a Business Add-In (BAdI) to make further fields available for the authorization check at field level. For more information. Item Category. and Delivery Status fields are shipped for this purpose as standard.

Definition of authorization group 0002 – Authorization group 0002 consists of the following fields: • Pricing Date Customizing Data Object Name PRICING Logical Key No entry Field Name PRICE_DATE Mode Change • Price Lists Customizing Data Object Name PRICING Logical Key No entry Field Name PRICE_LIST Mode Change b) Customizing Settings in the IMG Activity Maintain Authorizations at Field Level The following entries are maintained in the control table CRMM_AUTH_FIELD: Entries in the Control Table Transaction Type TA TA Item Category TAN TAN Authorization Group 1 2 Authorization level 15 10 c) Authorization Object CRM_FLDCHK The user has the following authorizations: Authorization group 0001 Authorization group 0002 Authorization level 6 Authorization level 12 d) Outcome from Sample Data 422 .

The user can. In the IMG activity Define Authorization Group for example. In the IMG activity Define Authorization Group for example. choose the following entries: Logical Key No entry Field Name Object Name ORDERADM_I ITM_TYPE Mode Change or Display You can allow the creation or deletion of order items for the entire business transaction component. change the fields of authorization group 0002 in the order (Pricing Date and Price List). he or she cannot change the fields of authorization group 0001 (Quantity and Unit of Measure). choose the following entries: Logical Key No entry Field Name No entry Object Name ORDERADM_I • Mode Create or Delete Partner (PARTNER) You can allow users to change or display the individual fields of business transaction component PARTNER.When the user creates a sales order with transaction type TA and item category TAN. however. as he or she only has authorization level 6 for this. but only in CRM E-Commerce. In the IMG activity Define Authorization Group for example. which is above authorization level 10 from the control table. as he or she has authorization level 12. but only in CRM E-Commerce. and this value is below authorization level 15 from the control table. More Complex Examples for Business Transaction Components • Order Item (ORDERADM_I) You can allow users to change or display the individual fields of business transaction component Order Item (ORDERADM_I). choose the following entries: Object Name Logical Key Field Name PARTNER 2 CITY Mode Change or Display 423 .

and thereby determine whether a specific authorization group can change or display a 424 . you can prevent unauthorized users from being able to change the complete delivery address in the sales order. you can make the authorization check even more detailed for entire subobjects or fields of a subobject in a business transaction component. • Transaction History (DOC_FLOW) You can control actions for campaigns and trade promotions by using the object Transaction History. If you select the field ADDR_NR for the business transaction component PARTNER and the logical key 00000002. choose the following entries: Object Name PARTNER Logical Key No entry Field Name No entry Mode Create or Delete With the assignment of a logical key. For example. choose the following entries: Object Name PARTNER PARTNER NOTE Logical Key 2 2 Field Name No entry CITY Mode Create or Delete Change or Display If there is no logical key available for the entire business transaction component or for part of it. the rule is valid for all subobjects. For example. the rule is valid for all partner functions. In the IMG activity Define Authorization Group for example. you can permit only a specific authorization group to change the corresponding fields of object Partner that exclusively relate to the partner function Ship-To Party (logical key: 00000002).You can allow the creation or deletion of partners in the business transaction for the entire business transaction component. for the object Partner. In the IMG activity Define Authorization Group for example.

you can then use this function to influence whether specific users can create or delete campaigns or trade promotions. it is closely integrated with the campaign/trade promotion. Integration Since the graphical modeler was specifically designed for use in marketing and campaign planning. trade promotions. choose the following entries: Object Name Logical Key Field Name Mode Change or Display DOC_FLOW BUS2010020 OBJKEY_A If you have activated the function Multiple Campaigns or Trade Promotions. Graphical Modeling of Segments A separate graphical modeler interface is available for modeling segments. 425 . Integration with Analytical CRM enables you to run RFM analyses. In the IMG activity Define Authorization Group. In the IMG activity Define Authorization Group for example. choose the following entries: Object Name Logical Key Field Name No entry DOC_FLOW BUS2010020 Mode Create or Delete The logical key BUS2010020 is valid for all campaign-business-object types: campaigns. or trade promotion elements. from which it can also be accessed. campaign elements. (Only supported in CRM E-Commerce).campaign or trade promotion.

Prerequisites • You have made the Customizing settings for how the distribution of attributes is to be represented in the detail area of the graphical modeler (pie chart. Features Functions and navigation in the modeling interface The design and functionality of the graphical modeling interface is illustrated in the following figure: The screen is divided into the following sections: Locator area You can use the search function to search for all attributes and attribute lists that can be edited during segmentation. bar chart. You can find these settings in Customizing for Customer Relationship Management. 426 . you can move attributes from the locator area to the staging area. and so on). Using drag and drop. by choosing Marketing Segmentation Define Attribute Types and Assign Attribute Types to Display Types • You have set up an attribute list containing all the attributes required for profile modeling.

History In this area. this icon appears over the target group icon. The way in which the data is displayed can be specified in Customizing for Customer Relationship Management under Customer Relationship Management Marketing Segmentation . If a target group is inactive. Remove. or profile set is locked. graph. click the attribute in the locator area with the secondary mouse button and choose Display Distribution. the system displays the three options Keep. this will be indicated by the target group icon (see below) appearing over the profile icon. bar chart). If a target group is attached to the profile. To display the distribution. you see which attributes were selected in the modeling process. Profile Indicates an active target group Indicates that a target group is inactive Lock indicator 427 . When the cursor is placed over the profile. Only active target groups can be used in marketing projects. Details Area Displays data on the distribution of attribute values among business partners in graphic form (pie chart. You drag the relevant attributes from the locator area to the staging area and drop them onto the profile to determine how the attribute is combined with other attributes. Overview of Icons The following table describes the functions of the pushbuttons. Icon Description Profile set Additional Information A marketing segment of type profile set. and Split. You can also see the number of business partners for which no values are maintained for this attribute in the chart legend under No Values. Indicates that a target group. The number of business partners for which another attribute value is maintained for this attribute is displayed under Other.Staging area The area where the profile modeling itself takes place. Place the cursor over the required option and release the mouse button. profile.

For more information. Integration The dealer can browse for returns campaigns in the dealer portal using different search criteria. From the search list. For the returns campaign to be visible in the dealer portal. The dealer can then create a returns request with reference to this campaign. This campaign occurs in timed waves. you have created a campaign type for surplus returns campaigns. such as the product. it must be released and the current date must be within the planned date range. and is implemented in Marketing with a marketing project hierarchy consisting of campaigns and campaign elements. Prerequisites • In Customizing. see Additional Date Ranges . For more information. you have done Created a new action profile 428 . Customer Relationship Campaign Management Basic Data Define Types/Objectives/Tactics • In Customizing. For more information.Surplus Returns Campaigns A surplus returns campaign is a special type of campaign that serves as an invitation for dealers to return parts that are not selling as quickly as expected. • In Customizing. See Customizing for Customer Relationship Management Marketing Marketing Planning and . or date ranges. see Customizing for Conditions Define Action Profiles and Actions the following: o Customer Relationship Management Basic Functions Actions Actions in Marketing Planning Change Actions and . the dealer can select a campaign to see further details. dealer number. Management Marketing Marketing Planning and Campaign Management Basic Data Define • If you want to use partner determination. you have made the necessary settings in Customizing at Customer Relationship Management Marketin Marketing Planning and Campaign Management Partner Processing Assign Partner Determination Procedure . In this Customizing activity. you have set up an action profile with a generic action that can be assigned to campaign tasks. see Claims and Returns. you have set up the additional date ranges of the period types Creation Subsequent Document and Goods Receipt.

o Created an action in this action profile. 429 . or superordinate campaign in the hierarchy lists the Planned Start and Planned End dates for the campaign. the following date fields are displayed: o Planned Date Range This is the date range of the first wave o Subsequent Document These date fields show the time frame in which the dealer must create the returns request in the dealer portal. set the Number of Processed Actions to 1 Max. Surplus returns campaigns occur in timed waves. surplus returns campaigns have certain specific features: • Surplus returns campaigns have a designated campaign type that you select in the type field under General Data. o Goods Receipt The customer has to deliver the products to the manufacturer by this date. as represented by the structure of the marketing project hierarchy. Under Processing Types. The Goods Receipt date range usually starts immediately after the Creation Subsequent Document date range. • Under General Data for a campaign element. and set the processing time to Processing using selection report and Schedule Automatically On the Action Merging tab. set the Permitted Processing Types of Actions to Method call Provided settings for the method call. NOTE • The higher-level. and created a new implementation with implementing class CL_IM_CREATE_SIBLING o o o Features In addition to the standard features of a marketing campaign.

The date range stretches from the date when the returns request is approved. until the date that is calculated by interpreting a specific attribute in the dealer master data. The Action assignment block has an action profile with an action that automatically executes the current wave and creates the new wave. In a typical case like this. 2. campaign. The planned start date is usually a Monday. For more information. for example. and the mail form. The Channels assignment block specifies how dealers will find out about the campaign (for example. and a lower-level campaign element that occurs in the first wave. which consists of dealers who are allowed to participate in the campaign. It is not possible to assign a quantity for a product. Activities To execute a surplus returns campaign: 1. you can see the assigned target group. the Partners assignment block can list one partner with the partner function Ship-To Party. In a surplus returns campaign. NOTE The system creates the next campaign element automatically. the goods receipt date range is determined for each dealer individually. In the first campaign element you specify the planned date and subsequent date ranges. The goods receipt range is optional. the starting condition for the action is fulfilled when the current date equals the planned start date specified in the campaign element. notification by e-mail). You set up a marketing hierarchy that consists of one higher-level.• Under Segments. Dealers can browse for the current wave in the dealer portal. When the planned start date is reached. All other dates 430 . the current wave is released and executed to the communication channel. or superordinate. The planned start date for the campaign element is the first Monday after the planned end date of the copied campaign element or – if this Monday is not a working day – to the first working day after it. see Target Groups. see Personalized Mail. You need to schedule a job that periodically starts actions that are assigned to the waves of the campaigns. NOTE • • • Assigning products under Products is optional in a surplus returns campaign. dealers receive the invitation by e-mail. For more information. In a surplus returns campaign. 3.

All other attributes are copied. for the definition of the goods receipt period – start and end date of the goods receipt period) are shifted by the same number of days of the planned start date. More Information Dealer Portal Claims and Returns Target Groups Personalized Mail Customizing for Returns The settings that are particular to returns that you must make in Customizing as well as the existing settings in the standard system are described below.(planned end date. start and end date of the subsequent document period and – in the case of option 1. Activities Define Transaction Types and Item Categories Define transaction types and item categories in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Categories . Transactions Basic Settings Define Transaction Types and Define Item The following transaction types and item categories are available in the standard system: Transaction Type CRMR UUPR Item Category for Main Item CRMR UUSU UURC UURP UPRR Return for Used Parts UPRE Description Return Return for New Parts Description Return Surplus Return Recall Return Rapid Return Used Part Returns Request 431 .

see the field help (F1) for the individual fields. SAIC. rapid returns. it is best to create copies of these item categories. choose Customizing Item for business transaction type Complaint. For more information. Therefore. 432 . Define Item Category Usage You can make the settings for item category usage in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories Usages . and surplus returns. use the item categories in the standard system as templates. The following item categories are available in the standard system as possible subitems for the main item categories: Subitem Type L2N G2N TANN RAIN RAIS SAIC RASC Description Debit Memo Request Credit Memo Request Free-of-Charge Substitute Delivery Return Authorization (RMA) Return Authorization for Vendor (TPOP) Authorization for Scrapping at Customer Scrapping in Plant (RMA) If you want to create your own item categories. Use generic transaction type UUPR Return for New Parts as a template to create new transaction types for recall returns. Subitems can also have subitems. All necessary settings exist for the item categories in the standard system. Item categories RAIN. and RASC are generic item categories that can be used for returns for complaints with reference to billing documents. For more information. RAIS. see Returns Authorization. To check the settings.RTTC RTTR Return to Customer Return to Remanufacturer RTTC RTTR Delivery to Customer Delivery to Remanufacturer Create your own transaction types and item categories according to your needs.

For more information. Since these assignments are dependent upon your business processes. there are no settings in the standard system. Copying Data into a Follow-Up Transaction • Defining copying control If you want to create a return with reference to product service letters. you must indicate this preference in Customizing for CRM by choosing Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Transaction Types NOTE and Define Copying Control for Item Categories.The item category usages that are available in the standard system include: • • • • • • • Debit memo correction — DBIC Returns request — RERQ Returns authorization — RETR Return delivery vendor –– RETS Debit memo — DEB Scrapping — SCRP Credit memo — CRED Define Item Category Determination Use item category determination to assign main items and subitems to one another in Customizing for CRM by choosing Transactions Basic Settings Define Item Category Determination . service transactions. assign business object types and transaction types to one another in Customizing for Customer 433 . see Copying Business Transactions. • Assigning business object types for transaction referencing to transaction types If you want to create a return with reference to a marketing campaign or product service letter. This setting is already made in the standard system for transaction type CRMR. or sales transactions.

UURP. Transactions Settings for Complaints Integration Transaction Referencing BAdI: Create Complaint with Reference Define Action Profiles and Assigned Actions Define actions and action profiles in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions . UPRR For item categories UURC. UPRE 434 . UUSU. The corresponding implementations are in Customizing for CRM under to External Transaction . The business object types serve as filter values. Then define the schedule condition and start condition for each action definition by choosing Define Conditions.Relationship Management by choosing Transactions Settings for Complaints Integration . Transaction Referencing Assign Business Object Types to Transaction Types Use business object type MCE for marketing campaigns and PSL for recall returns. The following actions and action profiles are available in the standard system: Technical Name of Action Profile Technical Name of Action Description of Action Usage for Transaction Type or Item Category For transaction type CRMR COMPLAINT ANGEBOTSDRUCK TASK Print Offer Create Task RETURN_ITEM CREDIT_RET DEBIT_RET SUBST_DEL_RET TASK_ITEM_RET Credit Memo Debit Memo Substitute delivery Create Task For item category CRMR CLAIM_RETURN RTTC_RELEASE RMA_ITEM RETURN_ITEM_RMA Release RTTC Automatic Returns Approval For transaction types UUPR.

Define Buttons for Actions You can define labels and symbols for the buttons that you want to use in your returns document. Assign Action Profile to Transaction Type and Item Category Assign the respective action profile and other data to the transaction types and the item categories according to the table below. in Customizing for Customer Relationship Management choose Complaints Define Pushbuttons for Actions . Data Profile 7 7 7 7 Date Profile BILLING RETURN_INTER Action Profile RETURN_ITEM RETURN_INTER 435 . Data Profile 12 99 99 99 99 Date Profile BILLING RET_HEADER01 RET_HEADER01 RET_HEADER02 RET_HEADER01 Action Profile COMPLAINT CLAIM_RETURN CLAIM_RETURN CLAIM_RETURN CLAIM_RETURN Description Return Return Authorization (RMA) Return Authorization for Vendor (TPOP) Authorization for Scrapping at Customer Scrapping in Plant (RMA) Debit Memo Request Recall Return Rapid Return Surplus Return Used Part Returns Org. To do so. Transaction Type and Assign Action Profile to the Item Category Partner Determination Procedure 17 98 99 98 98 Partner Determination Procedure 10000001 RAIN_ITM RAIS_ITM SCRAP001 RAIN_ITM 10000001 RETURNI RETURNI RETURNI 10000098 7 7 7 7 7 BILLING RMA_ITEM RMA_ITEM RMA_ITEM RMA_ITEM Transaction Type CRMR Copy of UUPR Copy of UUPR Copy of UUPR UPRR Item Category CRMR Copy of RAIN Copy of RAIS Copy of SAIC Copy of RASC L2N UURC UURP UUSU UPRE Description Return Recall Return Rapid Return Surplus Return Return for Used Part Org. You can do so in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Assign Action Profile to the Business . see Actions. Transactions Settings for For more information about actions.

Prerequisites You have made the necessary settings according to Customizing for Returns. A customer (dealer) sends back remanufactured products or service parts that were not yet used. Creating Returns You can use this process in the following situations: • • A customer (dealer) returns goods delivered to him or her (products of type Material). Process Creating Returns Without Reference to a Preceding Transaction You create SAP standard returns (item category CRMR) and rapid returns (copy of item category UURP) without reference to a preceding transaction as follows: 1. in the Extended Complaints and Returns in E-Service application. 3. You can create returns either in the Customer Relationship Management WebClient user interface (CRM WebClient UI). see Data Exchange for Complaints: SAP CRM – SAP ECC. or by using EDI. Enter a returns request item for the product that is to be returned. 436 . The customer may also have paid a deposit for the service parts or remanufactured products. Enter the header data. 2. Choose the returns type Returns or Rapid Returns.Request RTTC RTTR Delivery to Customer Delivery to Remanufacturer RTTC0002 RTTR0002 RTTC00000001 7 Data Exchange for Returns Between SAP CRM and SAP ECC For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC).

The items contained in the preceding transaction appear for you to choose from. Choose the type of return. and SPL-requested returns for a preceding transaction as follows: 1. In Categorization. Enter details. o o Enter details. Creating Returns With Reference to a Preceding Transaction You create surplus returns. Use the available assignment blocks to enter details. the system checks whether the product can be returned. The only time when no error messages appear during creation of returns request items is when. Call up a sales order or service order with sales item(s). the Returnable indicator is read for the product in the product master. In the item category for the rapid returns. the system also evaluates the Check Returns Product Against Product Master field. For the returns request item for rapid returns. In Categorization. enter the reason for the return for each item. 4. 2. The returns request item is also the authorization item. Use the Create Follow-Up function to create a returns transaction. 437 . recall returns.Only Non-Returnable Products Allowed is chosen. 5. the value Not Possible is chosen. Use the available assignment blocks to enter details. you choose the appropriate predefined entries. the field Used Part Indicator must not be set to Used Part. You can decide which items you want to copy into the return. Complete the item data by entering any missing data. 4. Creating Returns as Follow-Up Transactions You create SAP standard returns (item category CRMR) as follow-up transactions as follows: 1. 3. If the value A . In the product master. for the Returnable field.o The system does not check the returns request items in standard returns. such as quantities of products that are to be returned.

For more information about surplus returns and SPL-requested returns. The system displays the items in the reference transaction. 4. Create all other items using a reference transaction. For more information. 5. o Surplus returns and SPL-requested returns: The campaign type or campaign element and the returns type match.2. NOTE o For surplus returns with a product. see Service Recall Processing: Returning Service Parts. and recall returns. Select the desired items and choose Create Return. You can find this information in the letter describing the return. o If you create a campaign element with no products for a surplus return. On the screen Search Reference Document. and the campaign type or campaign element matches the return type. The system creates a return with a returns request item (=main item) and transfers the data for the selected items into this transaction. any manually-created returns request items with a different product cause error messages. the marketing campaign element does not appear in the copy list. set the Exclude indicator in assignment block Products of the campaign element. When you create a 438 . The system checks whether the following conditions have been met: o o The status of the preceding transaction is Released. Surplus returns: The creation date falls within the start date and end date of the first period of the marketing campaign element. For surplus returns without a product. see Returns. such as reference number and sold-to party. but at the same time you want to prevent customers from returning certain products. the creation date must fall within the validity period. SPL-requested returns. o Recall returns: If the validity period is entered in the recall. 3. search for the relevant reference transaction using appropriate search criteria.

8. You enter serial numbers for returns whose service parts are serial-number relevant.surplus return. The value for the Threshold for Follow-Up Action field is determined in the condition record for the sold-to party with condition type 20SC. see Serial Number Entry in Complaints and Returns. 7. the Returnable indicator is read for the product in the product master. If the value Only Returnable Products Allowed is chosen. For Values Under Threshold. the system evaluates the Check Returns Product Against Product Master field. 439 . for the Returnable field. o o For more information about serial numbers. You can overwrite the values in fields For Values Under Threshold and For Values Over Threshold. you can use the Serial Number field. o In the product master. In assignment block Subsequent Decision for Rejected Parts. you see these products in the item list. The system checks whether the product can be returned: o For the appropriate item category. but they cannot be copied into the return. The default values in the fields Threshold for Follow-Up Action. the Used Part Indicator must not be set to Used Part. and For Values Over Threshold are taken from the customer master. 6. you can predefine what should happen with parts that are rejected during the goods receipt inspection. the value Possible or Not Specified is chosen. The serial number specified is not already in the list of approved serial numbers. enter the product. The system checks whether the following conditions have been met: o The serial numbers that were entered fall within the serial number range (only relevant for recall returns). The only time when no error messages appear during creation of returns request items is when. For surplus returns in which the marketing campaign element does not contain any products. When you create a reference object. The serial number entered does not already exist in the same transaction.

a returns authorization with status Released is created for the required quantity and a returns authorization with status In process is created for the excess quantity. For example. if a customer (dealer) in the target group rejects a returns authorization.9. For recall returns with no specified serial number range. Further Processing of the Returns Transaction After saving the data. Depending on the returns type. the number of serial numbers entered in the Reference Objects assignment block must be the same as the item quantity. the result is a return transaction with one or more returns request items. If this is the case. or returns damaged parts. entitlement management determines the entitlements for the returns request items for the requested returns quantity. the system checks the quantity entry: o Recall returns For each returns request item. o SPL-requested returns The system checks whether the quantity entered is greater than the quantity required. The system copies the requested return quantity into the Approved Quantity field for the same item. the system does not check the quantity entries. Enter the requested returns quantity in the Quantity field. returns fewer parts than confirmed. This transaction can be further processed as follows: • After you have activated the additional functions for Service Parts Management (SPM). o Surplus returns The system does not check the quantity entered for surplus returns. a returns authorization from another dealer with status In process can be released by the person processing this request. 440 .

see Returns Authorization. depending on the business rules. NOTE No authorization items are created for returns request items in standard returns. During automatic processing. • • • For released returns request items. NOTE o For the returns authorization items. entitlement for returns is determined according to the Return Entitlement Program. The returns request item is either manually released or released within the context of the automatic execution of business rules. entitlement management determines the entitlement for the deposit refund and the deposit amount. the system reduces the approved quantity to the entitlement quantity. The returns request item is also the returns authorization. Then. the system or the processor can manually release or decline the returns request item. entitlement for returns is determined according to the Deposit Entitlement Program. the processor or the Post Processing Framework in CRM saves the transaction. For rapid returns. • If there are not enough entitlements available (entitlement quantity is less than the requested returns quantity). which triggers actions that meet the schedule conditions and start conditions. For more information. such as: Returns items or scrapping authorization items For more information.o For surplus returns. Examples of these actions include: o o Creation of new CRM transactions such as activities Creation of subitems for the returns request item. see Entitlements Check and Quantity Flow and Adjustment. the transaction may be subject to investigation. Credit memo request items or debit memo request items Substitute deliveries NOTE 441 .

rolling purchase history guarantees that the dealer does not return more products to you than he bought from you. you could then post goods issue in SAP ECC. where you award your customers entitlements depending on their purchase history with your company. Return Entitlement Program This is a purely quantity-oriented program. dealers do not return the used part to you. new goods. The entitlement is a right of return in this case. intermediate locations are also determined. Prerequisites You have made the required settings in Customizing for Customer Relationship Management by choosing Entitlements Management Profile Determination and Definition Define Profile: Eligibility for Returns Entitlement Programs Features With the rolling purchase history scheme within the return entitlement program. In this case. The customer does not pay a deposit when purchasing a product. Although no reference to the original invoice is required when products are returned. for example. If you use Location Determination with Active System Configuration for SPM. For a substitute delivery. the system replicates this data to SAP ERP Central Component (SAP ECC) when you save the returns transaction. rather. and therefore receives no deposit back when he returns the product. • Location Determination determines the destination locations for physical returns. you can ensure that when products are returned. the customer does not return more products than he/she originally bought from you More Information Quantity Flow and Adjustment 442 .If you use actions to trigger follow-up processing for a returns item.

For more information. see Deposit Determination • The deposit entitlement program allows automatic consumption of entitlements. where you can use deposit credit that the customer has accumulated from a used part that was returned. where you can clear the purchases and returns of a customer at regular intervals. see Deferred Clearing Scheme. You can define the criteria on the basis of which entitlements are located by the system. to help finalize the amount that is invoiced to the customer. if a customer buys a new automobile engine. Such a deposit credit can be used when raising a regular deposit invoice or to settle a deferred clearing Features • You can use the deposit determination application. This deposit amount will be refunded to the customer if they return the old engine that was replaced by the new one. by setting-up a type of account for the customer and settling outstanding liabilities periodically. Here you can consume or expire the desired quantities of entitlements of a particular customer. • • Deposit Credit. you can configure a particular product and customer combination for entitlements that have to be consumed or even whether you want to consume the older or the more recently created entitlements first. For more information. The process of deposit determination takes into account the various factors that affect the deposit paid for a used part or product.Functions for Monitoring Entitlements Deposit Entitlement Program You can use deposit entitlement program schemes to ensure that customers return the used products or parts that are associated with the new products that they purchase. where the deposit is invoiced at the time of sale Deposit Deferral. For example. then this customer can be charged a deposit amount. The system automatically picks out the entitlements based on the criteria you 443 . For example. You can opt for one of the following schemes when using deposit entitlement programs: • • Deposit Invoicing. where the deposit has to be paid only if the customer does not return the used part or product within the validity period Deferred Clearing.

have defined and consumes them once you confirm. For more information about configuring how entitlements should be determined, see Settings for Entitlement Determinationand Automatic Consumption

This program also allows you to settle intercompany entitlements that represent liabilities between companies or subsidiaries. Entitlements of this kind are determined when processing sales/complaints/returns transactions, which is when inbound due lists are generated. Once the due lists are checked for intercompany liabilities, the entitlement hierarchy is used to identify the subsidiaries between which the settlement has to be carried out and required entitlements are created or consumed For more information, see Entitlement Hierarchy, and Inbound Due List for Entitlements.

destination location (SCM-APO)
Advanced Planning and Optimization (SCM-APO)
Location to which a product is delivered.

Location Determination

You can use this function to determine the target locations for physical returns (ship-to party for returned parts). Integration You need the following systems:
• • •

SAP CRM SAP ERP Central Component (SAP ECC) SAP Supply Chain Management, Advanced Planning and Optimization (SAP SCM, APO)

444

Prerequisites Customizing SAP APO

In integrated rule maintenance, you have created a location determination procedure. On the SAP Easy Access screen, choose Advanced Planning and Optimization Master Data .

Rule Maintenance Integrated Rule Maintenance
o

For more information about integrated rule maintenance, see the SAP Library under SAP Supply Chain Management SAP Advanced Planning and Optimization (SAP APO) Global Available-to-Promise (Global ATP) Settings for Global ATP Settings for the Rules-Based Availability Check Integrated Rule Maintenance .

o

For more information about the location determination procedure, see the SAP Library for SAP Supply Chain Management under Global Available-to-Promise (Global ATP) . Settings for Global ATP Settings for the Rules-Based Availability Check Integrated Rule Maintenance Creating Location Determination Procedures

You have specified conditions and available-to-promise (ATP) profiles. To do so, in Customizing for SAP SCM, choose Available-to-Promise (Global ATP)
o o o o o

Advanced Planning and Optimization Global

and complete the following activities:

General Settings Maintain Requirements Profile Rules-Based Availability Check Define Condition Table Rules-Based Availability Check Maintain Access Sequences Rules-Based Availability Check Maintain Condition Type Rules-Based Availability Check Maintain Rule Strategy

Customizing SAP CRM

You have defined an ATP profile. To do so, in Customizing for SAP CRM, choose Basic Functions Availability Check .

Availability Check Using SAP APO Define ATP Profile

Settings for target location
o

You have assigned an ATP profile to the item category of the returns authorization. The ATP profile corresponds to a requirements profile in SAP APO.

445

To do so, in Customizing for SAP CRM, choose Item Categories .

Transactions Basic Settings Define

For more information, see the Implementation Guide (IMG) documentation in Customizing for SAP Supply Chain Management by choosing Requirements Profile
o

Advanced Planning and

Optimization Global Available-to-Promise (Global ATP) General Settings Maintain .

You have assigned a partner determination procedure to the item category of the returns authorization. To do so, in Customizing for SAP CRM, choose Item Categories . Transactions Basic Settings Define

o

You have defined the assigned partner determination procedure as follows: The partner determination procedure has function Ship-To Party (Returns) as the Partner Function in Procedure. The partner determination procedure has Returns Ship-To Party via APO as the Access Sequence. To do so, in Customizing for SAP CRM, choose Basic Functions Partner .

Processing Define Partner Determination Procedure

You have assigned the locations (plants) to the partners. To do so, in Customizing for SAP CRM, choose Transactions Settings for Complaints .

Integration Logistics Integration Assign Locations to Business Partners

The locations are replicated from SAP SCM to SAP ERP Central Component (SAP ECC).

Features For each returns authorization item of a return document, used part returns document, or complaint document in SAP CRM, the system triggers location determination in SAP APO. SAP APO determines the location and transfers this data to SAP CRM, where the location Ship-To Party (Returns) is displayed for the returns authorization item in assignment block Parties Involved.

446

If the location is copied from a preceding document, such as a marketing campaign or recall, there is no additional location determination in SAP APO.

Location Determination with Active System Configuration for SPM

You can use this function to determine the following for physical returns of parts:
• •

Destination location (ship-to party) including intermediate locations External or internal remanufacturers

Integration Complaints processing is integrated with the following sales transactions: sales order, delivery, and invoice. You need the following systems:
• • •

SAP Customer Relationship Management (SAP CRM) SAP ERP Central Component (SAP ECC) SAP Supply Chain Management, Advanced Planning and Optimization (SAP SCM, APO)

Prerequisites

You can only use these functions if you have activated the system configuration for service parts management. For more information and prerequisites, see Functions for Service Parts Management (SPM).

SAP APO

In integrated rule maintenance of SAP APO, you have created a location determination procedure. From the SAP Easy Access screen, choose Advanced Planning and Optimization Master Data .

Rule Maintenance Integrated Rule Maintenance 447

o

For more information about integrated rule maintenance, see the SAP Library under SAP Supply Chain Management SAP Advanced Planning and Optimization (SAP APO) Global Available-to-Promise (Global ATP) Settings for Global ATP Settings for the Rules-Based Availability Check Integrated Rule Maintenance .

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For more information about the location determination procedure, see the SAP Library for SAP Supply Chain Management under Global Available-to-Promise (Global ATP) . Settings for Global ATP Settings for the Rules-Based Availability Check Integrated Rule Maintenance Creating Location Determination Procedures

You have specified conditions and available-to-promise (ATP) profiles. To do so, in Customizing for SAP SCM, choose Available-to-Promise (Global ATP)
o o o o o

Advanced Planning and Optimization Global

and complete the following activities:

General Settings Maintain Requirements Profile Rules-Based Availability Check Define Condition Table Rules-Based Availability Check Maintain Access Sequences Rules-Based Availability Check Maintain Condition Type Rules-Based Availability Check Maintain Rule Strategy

SAP CRM

You have defined an ATP profile. To do so, in Customizing for SAP CRM, choose Basic Functions Availability Check .

Availability Check Using SAP APO Define ATP Profile

Settings for destination locations and intermediate locations
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You have assigned an ATP profile to the item category of the returns authorization, which corresponds to a requirements profile in SAP APO. To do so, in Customizing for SAP CRM, choose Item Categories . Transactions Basic Settings Define

For more information, see the Implementation Guide (IMG) documentation in Customizing for SAP Supply Chain Management by choosing Requirements Profile 448 . Advanced Planning and Optimization Global Available-to-Promise (Global ATP) General Settings Maintain

o

You have assigned a partner determination procedure to the item category of the returns authorization. To do so, in Customizing for SAP CRM, choose Item Categories . Transactions Basic Settings Define

o

You have defined the assigned partner determination procedure as follows: The partner determination procedure has function Ship-To Party (Returns) as the Partner Function in Procedure. The partner determination procedure has Returns Ship-To Party via APO as the Access Sequence. To do so, in Customizing for SAP CRM, choose Basic Functions Partner .

Processing Define Partner Determination Procedure

Settings for the location of the remanufacturer For used part returns, you have assigned a second ATP profile to the item category in order to use SAP APO to determine both the remanufacturer and the location. To do so, in Customizing for SAP CRM, choose Categories Transactions Basic Settings Define Item

. For business transaction category Complaint, choose Customizing Item, and on the

screen that appears, you will see the ATP Remanufacturer field.

You have assigned the locations (plants) to the partners. To do so, in Customizing for SAP CRM, choose Transactions Settings for Complaints .

Integration Logistics Integration Assign Locations to Business Partners

The locations are replicated from SAP SCM to SAP ERP Central Component (SAP ECC).

Features

For each returns authorization item of a return document, used part returns document, or complaint document in SAP CRM, the system triggers location determination in SAP APO. SAP APO determines the location and transfers this data to SAP CRM. The location is entered as the business partner of the returns authorization item.

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If more than one location is determined in the rules-based ATP check, the following process occurs: 1. The first location is entered as the business partner of the returns authorization item. 2. At the first location, the returned parts are inspected to see if they could be used in a different way. The result of this inspection is recorded in an inspection outcome in warehouse management in SAP SCM. This document also includes information about the current location. 3. The inspection outcome created in warehouse management in SAP SCM is replicated by SAP ECC and saved as an inspection confirmation in SAP CRM. If SAP CRM determines a stock transfer as a follow-up activity, SAP APO determines the actual follow-up location. This corresponds to the order of the location sequence from the location determination procedure in SAP APO. For more information, see Follow-Up Activities for the Logistical Process in the "Stock Transfer" section. If the location is copied from a preceding document, there is no additional location determination in SAP APO.

Each returns authorization item in a used part returns document in SAP CRM triggers the system to determine the remanufacturer in SAP APO. SAP APO determines the remanufacturer's location and transfers this data to SAP CRM. The remanufacturer is entered as the business partner of the returns authorization item. For business partners in the remanufacturer role, the system determines whether the remanufacturer is internal or external.

Service Recall Processing: Returning Service Parts
You can use this process to carry out recall actions for defective service parts. You use a recall (product service letter) to prompt your customers (distributors and service centers) to return any of the affected service parts that may still be in their available inventory.

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The replacement of the defective part in all products in which it was installed is outlined in a separate product service letter. For more information, see Product Service Letters. New service parts must be ordered to replace the recalled parts that were already installed. Product service letters can also be used for this process. For more information, see Service Recall Processing: Exchange of Defective Products. Prerequisites You have made the following settings in Customizing for Customer Relationship Management:

You have defined a transaction type for the recall. The standard system includes transaction type Product Recall (PSLR) with the following details:
Field Partner Determ. Proc. No. Range Object Action Profile Date Profile Technical Name PSLR0001 CRM_SUR RECALL RECALL01 Description SAP Recall CRM Prod. Srv. Lett. Product Recall SAP Recall

You have defined an item category for the recall. The standard system includes item category Recall Item (PSLR) with the following details:
Technical Name BUS2000178 RECALL01

Field Item Object Type Date Profile •

Description ProductServLetterConfirmationItem CRM SAP Recall

You have defined a transaction type for the recall. The standard system includes transaction type Return for New Parts (UUPR). Since this transaction type is also used for other kinds of returns, copy this transaction type and add the following details:
Field Partner Determ. Proc. No. Range Object Action Profile Date Profile Technical Name 98 CRM_SALES CLAIM_RETURN RET_HEADER01 Description Claims/Returns Header CRM Sales Trans. Complaint/Returns Header Returns Header

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• •

You have set the indicator Creation with Ref. Possible. You have defined an item category for the recall. The standard system includes item category Recall Return (UURC) with the following details:
Field Item Object Type PartnerDetProc Action Profile Technical Name BUS2000160 RETURNI RMA_ITEM Description CRM Customer Complaint Item Returns Item Returns Authorization Attachment

• •

You have chosen BUS2000178 as the preceding reference object type. You have defined action profiles and actions for the transaction types.
o

In the standard system, action profile RECALL is defined for transaction type PSLR. Both actions for the invitation (CREATE_INVITATION and CREATE_INVITATION_JOB) are assigned to this action profile. The CRM_PSL_RECALL form is assigned to both actions.

o

In the standard system, action profile CLAIM_RETURN is defined for transaction type UUPR.

You have assigned the appropriate action profile to the transaction types and the item category.

For more information, see Customizing for Returns and Customizing for the Product Service Letter. Before you can send the recall, you must have completed the following:

In SAPconnect administration (transaction SCOT in the SAP graphical user interface (SAP GUI)), you have made the required settings in the SAP system so that you can send electronic recalls. For more information, see SAPconnect (BC-SRV-COM).

For business partners, you have made settings for the communication path for recalls to the recipient responsible, for example, invitation by e-mail, by fax, and so on.

Process Product analysis of repeated complaints point to a defective service part as the cause of a problem. In order to avoid further errors, this service part must not be used in future installations. For this reason, you 452

encourage all customers that may have this service part still available in their warehouse stock to return it. To this end, you create a product service letter of type Product Recall (appears as "recall" in the following) that contains a list of the recalled service parts, and you send it to the affected customers. Specifically, the process runs as follows: 1. You use Graphical Modeling of Segments to specify the target group, that is, all customers who have purchased the service part. The system determines this information as follows:
o

Invitation recipients The system checks whether there are one or more contact persons for the business partner in the target group: If there are multiple contact persons, the system checks whether there is a main contact person. If there are multiple contact persons but no main contact person, the system automatically takes the first contact person in the list. If no contact person exists, the business partner defined in the target group of the marketing campaign is used; for example, company, organization, and so on.

o

Communication method for sending the invitation You can send the recall by e-mail, fax, or letter, for example. The recall contains the reference number and the corresponding service part (optional). If no communication method for sending the invitation is specified, the default invitation is a printed letter sent by mail.

2. You create a recall and enter the following data:
o

At header level: Validity, responsible employee, and target group in assignment block Target Groups. At item level: List of the affected service parts in the overview Serial number range in assignment block Reference Objects It is mandatory to enter the serial number range for products that are serial number relevant. The system evaluates the field for serial number processing in

o

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the product master. If the value in this field is not equal to 0, you must enter the serial number range. 3. All customers that are assigned to the recall in the target group are informed of the recall action via their preferred communication channel. This can happen in two ways:
o o

Automatically, using the CREATE_INVITATION action when the document is saved Using the action CREATE_INVITATION_JOB in the action monitor (called in SAP GUI with transaction CRMC_ACTION_JOB)

In the standard system, the CRM_PSL_RECALL form is used for this information. You can use transaction SMARTFORM in the SAP GUI to view and edit the form. 4. Customers receive information about the recall according to the communication channel they have set, such as e-mail. They then either create a returns request with reference to a recall in the application Extended Complaints and Returns in E-Service, or they call the manufacturer, who creates the returns request in the CRM WebClient UI. All the data necessary for creating the return is in the recall:
o o o

Reference number Products or product list (optional) Validity period (optional)

5. The system proposes the recalled service parts from the recall document so that the customer can select them and copy them into the returns request. For each service part, the customer enters the quantity that is still in the warehouse stock and should be sent back. If serial numbers are relevant for the recalled service part, the customer must also enter the serial numbers for the service parts. 6. After the return document is saved, the system checks whether:
o

Serial numbers that were entered fall within the range of serial numbers that were recalled The serial number specified is already in the list of approved serial numbers The serial number entered already exists in the same document The customer is part of the target group The product is included in the recall

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For more information about serial numbers, see Serial Number Entry in Complaints and Returns. 7. You authorize the returns request. Following goods receipt and inspection of the service parts, you create a credit memo.

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Serial Number Entry in Complaints and Returns

You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated. Serial number entry is possible in the following Customer Relationship Management (CRM) channels: CRM WebClient user interface (UI), Interaction Center (IC) WebClient, e-service, and mobile service. Prerequisites

You have either entered the serial number information in the product master, or you have replicated the material master data from SAP ECC to SAP Customer Relationship Management (SAP CRM). In the CRM WebClient UI, the field Serial No. Processing ID is available for entering and displaying serial numbers. Possible values include:
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0 – Default value 1 – Entries possible, but no check against master data 2 – Check object in CRM 3 – Check object and serial number in CRM 4 – Check for serial number in SAP ECC
NOTE

To activate the field for use (set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING), you can use SAP Note 824780.

To improve performance during validation of the specified serial numbers by comparing them with the serial numbers in the system, we recommend creating an index for fields TYPE_OBJECT and SERIAL_NUMBER for the CRMD_SRV_REFOBJ table.

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Features Maintaining Serial Number Information The serial number information indicates whether serial numbers are relevant for a certain product, and how a serial number created in a transaction should be validated. You can use the field Serial No. Processing ID on the CRM WebClient user interface to enter serial number information. You can also get the serial number information by replicating the material master data from SAP ECC to SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). A material is serial number-relevant if a serial number profile is defined at plant level in SAP ECC, and the goods movement requires a serial number to be entered. In SAP CRM, you can overwrite this replicated information. The serial number information is replicated from SAP CRM to the mobile client as part of the product master data. Maintaining Serial Numbers You have the following options for maintaining serial numbers:
• •

You enter serial numbers as objects in SAP CRM. You maintain serial numbers in SAP ECC and replicate them to SAP CRM.
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You can replicate serial numbers that are not linked to equipment from SAP ECC to SAP CRM. The serial numbers appear in SAP CRM as objects. For more information, see Serial Number Download, Replication of Serial Numbers from SAP ECC to SAP CRM, and Replication of Serial Number Configuration from SAP ECC to SAP CRM.

o

You can replicate equipment, to which serial numbers can be assigned, from SAP ECC to SAP CRM. The pieces of equipment are represented in SAP CRM as objects of an installed base.

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depending on the value in field Serial No. To do so. • • After the serial number is entered. • Accuracy check: o Check in a return that was created with reference to a recall: The serial numbers that were entered in the return must be in the recall (product service letter). and in-house repair orders in the CRM WebClient UI. You can enter serial numbers for complaints and returns manually using e-service. Processing ID. you can enter serial numbers manually. Checking the Serial Numbers Entered in Transactions The checks available in the standard system are listed below. the system ensures that the product is not changed any more. returns. 1: Serial number entry is allowed. you can use the Serial Number field in assignment block Reference Objects. As you enter the product. • You maintain the serial numbers exclusively in SAP ECC. 2. the entry field is not available for input. You can use the Business Add-In (BAdI) Check Reference Objects (CRM_SERVICE_OS_BADI) to tailor these checks to your needs. 457 . see Replication of Equipment Between SAP CRM and SAP ECC and Replication of Equipment Configuration Between SAP CRM and SAP ECC. Quantity check: The system compares the number of serial numbers that were entered to the item quantity. the system checks whether serial numbers can be entered or must be entered: o o o 0: It is not possible to enter serial numbers.For more information. • • You can enter serial numbers for complaints manually using the mobile client. Entering Serial Numbers in SAP CRM Transactions • For items in complaints. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Sales Transactions Business Add-Ins • . 3 and 4: Serial number entry is required.

You must enter the serial number profile in the material master record for materials that need serial numbers. serial number profile (LO-MD) Logistics Basic Data (LO-MD) Combined data. 4: Check serial number in SAP ECC: The product is not in the warehouse. This means that serial numbers cannot be verified at goods receipt. The serial number must not have been entered already in the same transaction. 3: Check according to points 2 and 4. it is at a customer site. For information about recalls. that determines the conditions and business transactions for issuing serial numbers to serialized materials. CAUTION The list of serial numbers is not replicated.The serial numbers that were entered must not have been entered in another return for the same recall. see Service Recall Processing: Returning Service Parts. If you activated the additional SPM Functions in Sales Order Management. o Depending on Customizing in the product master (field Serial No. the existence of serial numbers is checked as follows: 0: No checks 1: No master data or quantity checks 2: Check whether serial number exists in SAP CRM in an object. the returns request item is replicated in a delivery. Processing ID). Replicating Serial Numbers Entered in Transactions from SAP CRM to SAP ECC A returns request item in a complaint or in-house repair order is replicated to SAP ECC as a returns request item in a sales order. grouped in a four-figure abbreviation. 458 .

Data transfer is triggered in SAP CRM and performed by CRM Middleware. To download the configuration of serial numbers. equipment category. you must perform the following tasks: 1. Use Having serial numbers as objects in SAP CRM allows you to take advantage of the functionality provided by objects in SAP CRM.Serial Number Download Definition Serial number download functionality allows you to replicate pure serial numbers (serial numbers that are not associated with equipment) along with their associated business partners and configuration from SAP ECC to SAP CRM as objects. Define the standard settings for replication in Customizing: Customer Relationship Management → Master Data → Installed Base → Replication of Equipment from SAP ECC Customer Service (CS) → Define Default Settings for Equipment Replication. you must use adapter object SERNR_CONFIG. you must use adapter object SERIALNUMBER. Integration General serial number information such as material number. To download serial numbers and their associated business partners. Prerequisites Before replicating serial numbers from SAP ECC. 459 . Download materials and business partners from SAP ECC to SAP CRM. and so on. are stored in the standard set type COM_TA_R3_ID. 2. Replication of Serial Numbers from SAP ECC to SAP CRM Use You use replication to transfer serial numbers from SAP ECC Customer Service (SD) to SAP CRM.

choose Architecture and Technology → Middleware → Data Exchange → Delta Load from R/3 Back-End → R3AC4 – Set Up Delta Load.3. Delta Load . Initial Load Activate the SERIALNUMBER object (which is delivered as inactive) before starting the initial load. The Add-In offers comprehensive options for influencing the mapping between equipment and objects. an SAP ECC system as the sender system. Select the load object SERIALNUMBER. If the class has not yet been added. 2.. Select the SERIALNUMBER object and set it to active by deselecting the Inactive indicator. For more information see the Implementation Guide (IMG): Customer Relationship Management → Master Data → Installed Base → Replication of Equipment from SAP ECC Customer Service (CS) → Business Add-In: Equipment Download Features 1. use the Equipment Download (CRM_EQUI_LOAD) Business Add-In to enhance the data transfer and validation in SAP CRM. Associated business partners are transferred and linked to their corresponding serial numbers. On the SAP Easy Access screen. 460 . See note 637173 on how to handle such changes. Activities SAP ECC serial numbers and associated business partners appear in SAP CRM after the initial load. choose Architecture and Technology → Middleware → Data Exchange → Initial Load → Start. Changes to the already transferred serial numbers are not allowed.. choose Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects. 3. Optionally. On the SAP Easy Access screen. The delta load transfers new serial numbers and associated business partners created in SAP ECC after the initial load has occurred. and an SAP CRM system as the receiver system. Save your entries. you must add it. Pure serial numbers (serial numbers not associated with a piece of equipment) are represented in SAP CRM as objects. On the SAP Easy Access screen. Serial numbers are available for CRM Server (only). Set the adapter class EQUIPMENT to active for delta download. The initial load is used to transfer the initial data.

A serial number’s configuration is copied to the corresponding object’s configuration.2 . 461 . Documentation on how to download business partner data: Master Data Downloading product configuration: Distribution of Business Partner Using CRM Master Data Use You use replication to transfer serial number configuration from SAP ECC Customer Service (SD) to SAP CRM.2 . Replication of Equipment Between SAP CRM and SAP ECC and Replication of Equipment Configuration Between SAP CRM and SAP ECC Replication of Serial Number Configuration from SAP ECC to SAP CRM . Prerequisites All relevant material configuration models must be replicated in the form of a knowledge-base object and associated runtime versions.1 .5 Replication of Serial Number Configuration from SAP ECC to SAP CRM 4. Serial numbers and equipment must be replicated prior to replicating their associated configuration. If a serial number or equipment refers to a component within a multi-level configuration.3 .1 . New serial number configurations and subsequent changes and updates from SAP ECC are transferred automatically to SAP CRM once the delta load is activated. The configurations of pure serial numbers from SAP ECC appear in SAP CRM after the first data transfer (initial load). Implementation Guide (IMG): Customer Relationship Management → Master Data → Installed Base → Replication of Equipment from SAP ECC Customer Service (CS) → Prerequisites and General Information for Equipment Replication 2.2 . only the applicable single-level configuration is replicated.See also 1.4 . Data transfer is triggered in SAP CRM and is performed by CRM Middleware.0 → Basic Settings for mySAP CRM → Data Replication → Replication of Master Data → Replication of Materials 3.1 . Documentation on how to download materials: see Solution Manager under Solutions/Applications → mySAP CRM → Configuration Structures → mySAP CRM 5. Features Pure serial numbers (serial numbers with no equipment association) are represented in SAP CRM as objects.

. Set the adapter class EQUI_CONFIG to active. See also Replication of Serial Numbers from SAP ECC to SAP CRM Replication of Equipment Between SAP CRM and SAP ECC Replication of Equipment Configuration Between SAP CRM and SAP ECC Downloading product configuration: Using CRM Master Data 462 . Select the SERNR_CONFIG object and set it to active by deselecting the Inactive indicator. choose Architecture and Technology → Middleware → Data Exchange → Initial Load → Start. choose Architecture and Technology → Middleware → Data Exchange → Delta Load from R/3 Back-End → Set Up Delta Load. On the SAP Easy Access screen. Select the load object SERNR_CONFIG. Delta Load .2 . On the SAP Easy Access screen... follow the same steps as above but use adapter object EQUI_CONFIG instead.Activities Initial Load . you must add it.3 . To download the equipment configuration from SAP ECC to SAP CRM.1 .4 Replication of Equipment Between SAP CRM and SAP ERP . On the SAP Easy Access screen. and an SAP CRM system as the receiver system. an SAP ECC system as the sender system. maintain the same set of filters for the SERNR_CONFIG and SERIALNUMBER objects.. Save your entries. Activate the SERNR_CONFIG object (which is delivered as inactive) before starting the initial load. For data consistency. If EQUI_CONFIG is not available as an adapter class. choose Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects.

Integration The data transfer is triggered in SAP CRM and is executed by SAP CRM Middleware. To use this function you require the following releases.0 (with active CRM Middleware) SAP ERP 6.Use the download function of the bidirectional replication to transfer equipment from SAP ERP Customer Service (CS) into SAP Customer Relationship Management (SAP CRM). Service (CS) Define Default Settings for Equipment Replication • • Download the materials and business partners from SAP ERP to SAP CRM. see Customizing for Customer Relationship Management under Data Installed Base Replication of Equipment from SAP ECC Customer Service (CS) Prerequisites and General Information for Equipment Replication Features The following data is exchanged between both systems: . NOTE For more information. the data remains consistent in both systems automatically. define the default settings for replication under Master Data Installed Base Replication of Equipment from SAP ECC Customer . Master 463 . The BAdI offers comprehensive options for influencing the mapping between equipment and objects. The upload function ensures that regardless of the system in which a change was made. Use the Business Add-In BAdI: Equipment Download (CRM_EQUI_LOAD) to flexibly enhance the data transfer and validation in SAP CRM.0 Prerequisites Before you replicate the equipment from SAP ERP. you have to execute the following steps: • In Customizing for Customer Relationship Management. or higher: • • SAP CRM 5. The pieces of equipment are represented in SAP CRM as objects of an installed base.

The pieces of equipment from SAP ERP access SAP CRM through an initial load. processing in SAP CRM is not possible. If the equipment has an underlying structure. • Delta load The delta load is used to transfer all of the changes (deltas) made in SAP ERP to SAP CRM and to update the data available there. • Permanent load The permanent load is used for the permanent transfer of equipment that is newly created in SAP ERP to SAP CRM (usually takes place after the initial load). The following changes are transferred via delta load if you have activated it: • Initial load The initial load is used to transfer data the first time.• • • • • • Description Long texts Hierarchy Business partners Address Status SAP ERP is the leading system for the system status. this structure is displayed as a hierarchy in the installed base. 464 . • • • Variant configuration Manufacturer information ERP identification (such as equipment number) Download The pieces of equipment are represented in SAP CRM as objects of an installed base. New pieces of equipment from SAP ERP are automatically transferred to SAP CRM by means of permanent load.

You can find the BAdI in Customizing for Customer Relationship Management under Data Installed Base Replication of Equipment from SAP ECC Customer Service (CS) Business Add-In: Equipment Download 2. 3. Before you start the initial load. Choose the object DNL_EQUIPMENT or DNL_EQUI_HIER and set the indicator to Master Data Products Objects Specify Adapter Object for . See SAP Note 637173 for a project implementation. On the SAP Easy Access screen. Data changes in SAP CRM are replicated immediately to SAP ERP if you activated the upload function. Choose the load object EQUIPMENT and then select an SAP ERP system as the sending system and an SAP CRM system as the target system. Upload Function 1. 1. activate the implementation of the Business Add-In: Equipment Download. Delta Load This function is delivered in an inactive state to prevent data being overwritten in an uncontrolled manner by the delta load (a problem of a leading system). choose Exchange Initial Load Start . Activities Initial Load 1. Activate adapter objects DNL_EQUIPMENT and DNL_EQUI_HIER. 2. On the SAP Easy Access screen. 465 . Enter adapter object DNL_EQUIPMENT for object family 0401 in Customizing for Customer Relationship Management under Uploading Objects NOTE 2. Data Exchange Object Management Business Objects Active by deselecting the checkbox in the Inactive column. Architecture and Technology Middleware Data Master (transaction R3AS). choose Architecture and Technology Middleware (transaction R3AC1).Upload The upload function ensures that the data remains consistent in both systems.

Integration The data transfer is triggered in SAP CRM and executed by SAP CRM Middleware.0 Basic Settings for SAP CRM Data Replication <Public Sector>: Replication of Master Data Replication of Material .0 (with active CRM Middleware) Returns Authorization 466 . The upload function ensures that regardless of the system in which a change was made. the data remains consistent in both systems automatically. To use this function you require the following releases (or higher): SAP CRM 5. More Information • Customizing Customer Relationship Management Master Data Installed Base Replication of Equipment from SAP ECC Customer Service (CS) Prerequisites and General Information for Equipment Replication • You can find documentation on the download of materials in the Solution Manager by choosing Solutions SAP CRM Configuration Structures SAP CRM 6.Uploading hierarchy changes (adapter object DNL_EQUI_HIER) is currently supported only for installed base category 03 –Object Structure. • Documentation for downloading business partner data: Distribution of Business Partner Master Data Documentation for downloading product configuration: Configurable Products Replication of the Equipment Configuration Between SAP CRM and SAP ERP Replication of Serial Numbers from SAP ERP to SAP CRM • • • Replication of the Equipment Configuration Between SAP CRM and SAP ERP Use the download function of the bidirectional replication to transfer the equipment configuration from SAP ERP Customer Service (CS) to SAP Customer Relationship Management (SAP CRM).

Category Determination • You have defined action profiles and the actions themselves. or a complaint transaction. Creation of authorization items is triggered by an action. used part return transaction. Prerequisites There is an existing transaction that includes a returns request item with status Released or Investigation Required. item category usages. in Customizing for Customer Relationship Management.You can use this process to create either a return material authorization (RMA) item or a scrapping authorization item for a released returns request item in a returns transaction. The following components are necessary for integration of the complete process: • • SAP CRM SAP ERP Central Component (SAP ECC) CRM Customizing Activities • You have defined item categories. choose Basic Functions Actions Actions in Transaction Change Actions and Conditions 467 . The standard system includes the following combinations of action profiles and actions for returns: Technical Name of Action Profile RMA_ITEM Description of Action Profile Returns Authorization Attachment Technical Name of Action RETURN_ITEM_RMA Description of Action Automatic Returns Approval If the action profiles delivered by SAP do not meet all your needs. To do so. and item category determination according to your requirements in Customizing for Customer Relationship Management (CRM) by choosing Transactions Basic Settings Define Item Categories Usages and Define Item . which you have also assigned to these profiles. you can define your own actions in Customizing.

according to the standard Customizing settings: • • Returns authorization (RMA) (item category RAIN) Authorization for scrapping at customer site (item category SAIC) Status of Subitems Depending on the status of the main item. you have selected the Returns Process indicator according to your needs. For more information. or complaint transaction. which is set by the automatic execution of business rules. the process is as follows: • Status Released 468 . Possible values include: • • • • • • <blank> –– Undefined A –– Returns with immediate storage B –– Returns with immediate scrapping C –– Returns with inspection E –– Scrap at customer site F –– Returns with external decision (Note: This means that follow-up activities are defined in goods receipt and are processed using SAP Supply Chain Management (SAP SCM)). CRM Product Master Data Depending on the Distribution Chain. Process Possible Authorization Items For an approved returns request item in a returns transaction. one of the following authorization items is created either manually or automatically. in the product master data under Control Parameters: Complaints and Returns. used part returns transaction. Then define the schedule condition and start condition for each action definition by choosing Define Conditions. see Post Processing Framework in CRM.Define Action Profiles and Actions .

together with the number of the subitem. 469 . the following process is triggered: • A returns authorization item that contains the data for the physical return is created for the returns request item. a subitem with category returns authorization or a subitem with category scrapping authorization is created. Returns Authorization If the item category usage is RETR. The number of the return or complaint. You can change the value. if you like. Using an action that automatically creates the returns authorization (RETURN_ITEM). you use the indicator for controlling the logistics process in returns (Returns Process) to indicate whether the product should be returned or scrapped. and depending on the Process Indicator. results in the unique returns material authorization (RMA) number. Depending on the item category usage. Determining Item Categories of Subitems For each product and sales area.The Post Processing Framework starts an action that automatically creates the authorization item and immediately releases it. You can change the quantity and status manually. • Status Investigation Required The Post Processing Framework starts an action that automatically creates the authorization item with an initial status of Open. the system determines one of the following item category usages: • • RETR — Returns authorization SCRP — Scrapping Automatic determination of item category usage is dependent on Customizing and controls determination of the subitem for the returns request item. You can also cancel the authorization item that was created automatically (status: Rejected) and use an action to manually create and release a new authorization item. The system determines this indicator for returns request items and copies it into the Process Indicator field.

This means that instead of sending back the part. • 470 . a subitem with type authorization for scrapping at customer site (category: SAIC) is created. • After releasing the returns authorization item and saving the transaction in SAP CRM. This quantity is the order quantity. If the returns authorization item is in a complaint with reference to a billing document that has an invoice correction. For more information. Serial numbers and equipment have to be replicated before the linked configuration is replicated. You can change this quantity. which you can change if necessary.The order quantity of the returns authorization item is determined as follows: The system copies the Approved Quantity from the returns request item into the Quantity field of the returns authorization item. the customer scraps it. see Actions for Complaint Items Without Returns. SAP ERP 6. if necessary. the returns authorization item is replicated to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. an invoice correction request item is also created as a subitem for the returns authorization item. The system copies the Approved Quantity in the returns request item into the Quantity of the scrapping authorization item. see Data Exchange for Complaints: SAP CRM –SAP ECC.0 Prerequisites • All relevant models for material configuration have to be replicated in the form of a knowledgebase object and a linked runtime version. For more information. Scrapping Authorization If the item category usage is SCRP. The assigned business partner (Responsible Scrapper) dictates who should create the scrapping confirmation: the customer or you. the manufacturer.

On the SAP Easy Access screen. maintain the same filter set for objects EQUI_CONFIG and EQUIPMENT. only the singlelevel configuration to be applied is replicated. Select the object EQUI_CONFIG and set its indicator to active by removing the indicator To ensure data consistency.Features • • The pieces of equipment are represented in SAP CRM as objects of an installed base. Choose the load object EQUI_CONFIG and then select an SAP ERP system as the sending system and an SAP CRM system as the target system. choose Exchange Initial Load Start Architecture and Technology Middleware Data (transaction R3AS). CAUTION 2. On the SAP Easy Access screen. New configurations of pieces of equipment and subsequent changes and updates from SAP ERP are automatically transferred to SAP CRM as soon as the delta load is activated. The upload function ensures that the data remains consistent in both systems. Activate object EQUI_CONFIG (default: inactive) before you start the initial load. Data changes in SAP CRM are replicated immediately to SAP ERP if you activated the upload function. Data Exchange Object Management Business Objects in the Inactive column. choose Architecture and Technology Middleware (transaction R3AC1). • • • • Activities Initial Load Proceed as follows to start the initial load of the equipment configuration: 1. 1. The configuration of a piece of equipment from SAP ERP is displayed in SAP CRM after the initial data transfer (initial load). 3. If a piece of equipment refers to a component within a multilevel configuration. The configuration of a piece of equipment is copied to the corresponding configuration of an object. 2. 471 .

If EQUI_CONFIG is not available as an adapter To download the serial number configuration from SAP ERP to SAP CRM. Activate adapter object EQUI_CONFIG. proceed as described above. Choose the object EQUI_CONFIG and set the indicator to active by deleting the Master Data Products Objects Specify Adapter Object for . Exchange Delta Load Set Up Delta Load class. choose Architecture and Technology Middleware (transaction R3AC1). Upload 1. Replication of Equipment Between SAP CRM and SAP ERP Replication of Serial Numbers from SAP ECC to SAP CRM For downloading product configuration: Configurable Products and Using SAP ECC Master Data Using Complaints and Returns to Update Sales Contracts 472 . 3. On the SAP Easy Access screen. NOTE 2. Mark adapter class EQUI_CONFIG as active. you have to add it. 2. On the SAP Easy Access screen.Delta Load Proceed as follows to start the delta load of the equipment configuration: 1. but use adapter object SERNR_CONFIG instead. choose Architecture and Technology Middleware Data (transaction R3AC4). 1. Enter adapter object DNL_EQUIPMENT for object family 0401 in Customizing for Customer Relationship Management under Uploading Objects More Information • • • 2. Data Exchange Object Management Business Objects indicator in the Inactive column. Save your entries.

Integration This function is integrated with Sales Contracts. in field Contract Determ. To do so. in section General. If there is no billing document as a preceding transaction for a complaint or return. in case of a credit memo in the sales contract. You have made the following settings in Customizing for Customer Relationship Management by choosing Transaction Types o Transactions Basic Settings Define : You have defined that contract determination takes place when complaints or returns are created. In this case..This function allows you to use complaints and returns to update the values Released Quantity or Released Value in sales contract items. Make this setting in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Item Categories . you have defined that sales contract determination takes place. The ultimate goal is to ensure that the customer receives the price that was agreed upon in the contract for exactly the quantity or value specified in the contract. even if the sales contract cannot be determined using preceding transactions. In this case. Prerequisites You have completed the following steps in Customizing: • You have defined copying control for conditions in the sales contract for complaints and returns. the correct price is also determined. for example. the system uses contract determination. • No sales contracts can be determined as preceding transactions for complaints and returns for which no billing documents exist as preceding transactions. you have selected an appropriate value for contract determination. such as Only at Item Level: Assign Immediately if Unique. 473 . o You have defined that a sales contract should be found.

contract determination occurs. the sales contract is determined and updated using the preceding transaction chains for billing documents and sales orders. you have selected the value Sales Contract. the contract values are updated after the invoice correction item is created. for business transaction type Complaints. • For complaints that were created with reference to a billing document.To do so. Completed Sales Con. and the item's creation date play the following roles during determination: • The system searches for contracts in which the creation date of the item falls within the validity date of the contract. Features If the customer (dealer) creates a complaint or return. For returns. or for returns that were created with reference to a handling unit. The process is as follows: • For complaints with return items. The validity period. • For complaints without return items. For complaints or returns for which the corresponding sales contract cannot be determined using preceding transactions (such as rapid returns or surplus returns). two new fields appear. such as an underdelivery or an overdelivery without a return request. the values for Released Quantity and Released Value are updated. As a result. in which you have made the following settings: Duration (Days): You have entered the number of days in the past (starting on the creation date of the complaint or return) the system should search for contracts whose validity period was already exceeded. This means that the system uses the criteria customer (dealer). the fulfillment of the contract. 474 . in view Customizing header. product. which is not yet fulfilled and does not have status Completed. the contract values are updated after the returns authorization item is created. in field Determination. This update happens independently from the item quantity update. the contract values are updated after the returns authorization item (object type Customer Return Item CRM –– BUS 2000161) is created.: You have defined whether contracts with status Completed should also be found. and sales organization to search for contract items for each return request item (object type Customer Complaint Item CRM –– BUS 2000160). status.

Depending on your settings in Customizing. the customer (dealer) gets an entitlement for deposit refund as soon as he or she returns the used part to you. if it could not be determined previously by using a billing document as a preceding transaction. the system searches for contracts that have status Completed. the manufacturer. the returned used parts are remanufactured. the price is determined in the sales contract.• The system searches for contract items whose contract terms have expired before the creation date of the complaint item or return item. and that the customer now wants to return to you. 475 . • In the sales contract. By paying the deposit amount. In this assignment block. If the sales contract is no longer valid when the return item is created. During pricing. Used Part Returns You use this function for used parts for which the customer (dealer) has paid a deposit. you can see the release list with the corresponding sales orders as well as the relevant complaints and returns. • If you have made the corresponding setting in Customizing. The price is used as the basis for creating a credit memo. After the sales contract item assignment. the valid price at this time is determined. Depending on the condition of the product. for example. the price on the last day of validity is used. assignment block Release History is available at both header level and item level. the sales contract item is assigned to the returns request item either automatically or manually. but were valid on at least one day in the time interval that you defined in Customizing. the creation date of the return item and the pricing date play the following roles: • If the sales contract is still valid when the return item is created.

For the Used Part Indicator. For the Returns Process indicator. New. and Contact Customer. • • Account Master Data • For the customer (Sold-To Party role). Return Directly. you have defined how the system should proceed if the returned used parts are rejected at goods receipt. You have set the Remanufacturable indicator. or Remanufactured Part. Possible values include: Scrapping in Storage. For this reason. in the sales-area-dependent account master data under Follow-Up Action for Rejected Used Parts. The next steps depend on how far over or under the threshold the value is. You can only use entitlement management if you have activated the system configuration for service parts management.You can create returns either in the Customer Relationship Management WebClient user interface (CRM WebClient UI). you have selected either Used Part or Used. you have set the Deposit Entitlement indicator. The following components are necessary for integration of the complete process: • • SAP CRM SAP Supply Chain Management. in the Extended Complaints and Returns in E-Service application. Advanced Planning and Optimization (SAP SCM. you have selected the appropriate values in fields For Values Under Threshold and For Values Over Threshold. Under Entitlements. APO) Prerequisites Product Master Data Depending on the distribution chain. you have selected either Possible or Not Specified. you have made the following settings in the product master data in Control Parameters: Complaints and Returns: • • • For the Returnable indicator. NOTE 476 . or by using EDI. see Service Parts Management (SPM). Integration Used part returns processing is integrated with Entitlement Management. you have selected Returns with Inspection. For more information and prerequisites.

• In Define Item Categories. All necessary settings exist for this item category. see Customizing for Returns. Basic Functions Pricing Define Settings for Pricing Create Condition Types o The threshold is determined in the condition record for the sold-to party with the condition type 20SC. you have assigned Entitlement Profiles to the item categories. see Customizing for Customer Relationship Management and choose . use the item category in the standard system as a template. For more information. see Entitlements Check.o The defined threshold is maintained via the condition function SCRP (scrapping limit). For more information. 477 . NOTE The Entitlements Profile field only appears on the Definition of Item Categories screen if you have activated system configuration for used parts management. see the field help (F1) for the individual fields. To check the settings. Transactions Basic Transaction type Returns for Used Parts (UPRR) and item category Used Part Returns Request (UPRE) are defined in the standard system. you have used field External Remanufacturer to define whether the remanufacturer is internal or external. For more information. For more information. in the sales-area-dependent accounts master data. choose Customizing Item for business transaction type Complaint. section "Prerequisites". Customizing • You have defined transaction types and item categories by choosing Settings Define Transaction Types and Define Item Categories . If you want to create your own item categories. • For the remanufacturer (Remanufacturer role).

For more information. • Determination of deposit value 478 . The system determines the remanufacturer. you have assigned a partner determination procedure to the returns request item. organizational data. The partner determination procedure is in turn assigned as a partner function of the Partner Function Type Remanufacturer.• In Define Item Categories. you can trigger determination of the remanufacturer. • Determination of delivery address For more information. see Location Determination. • Determination of the remanufacturer If you have activated system configuration for service parts management. see Quality Inspection and Follow-Up Activities for the Logistical Process. see Creation of Used Part Returns. see Location Determination with Active System Configuration for SPM. Features • Creation of used part returns For more information. • Determination of follow-up actions for rejected parts If you have activated system configuration for service parts management. you can trigger followup activities for parts that were rejected during inspection in goods receipt. and item category. Determination of the remanufacturer depends upon various attributes of returns authorization. For more information. such as product. Product master data: The Used Part Indicator has value Used Part Customizing for the item category: The New/Used Part field has value Item is a Used Part Item selected. provided that: o o o Product master record: The Remanufacturable indicator is set.

the entitlement can be referenced to determine the amount of the refund due the customer. For more information. When the customer returns the used product or part in the future. Entitlement Management You use this component in the following situations: • For the deposit entitlement program You can use the entitlement management capability to track and manage entitlements used in supporting deposit-refund processes. Deposit refund is dependent upon the result of the inspection and the deposit that was paid. you can use Entitlement Management to trigger determination of the deposit amount. see Entitlements Check and Deposit Entitlement Program. entitlement management can track the quantity of selected products that the customer is allowed to return. 479 . Integration This component is closely related to Sales. Entitlement management can be used to create an entitlement which represents the deposit amount that the customer might ultimately be entitled to. your business may require that a customer pay a deposit amount when purchasing a new product. • For the return entitlement program Entitlement management can also be used to support your return programs. The deposit is used as a means to ensure that the customer will return an associated used product or part.If you have activated system configuration for service parts management. Returns programs of this kind help your customers keep their warehouse inventory levels down. For example. if your customers are allowed to return unused product inventory within a certain time frame. For example. Complaints and Returns. and Billing.

The system replicated the returns authorization item to SAP ERP Central Component (SAP ECC) in a delivery. point 5. After the goods receipt for this warehouse request. see Returns Authorization with Activated System Configuration for SPM in the "Returns Authorization" section. you create entitlements in the system. EWM) into a warehouse request either directly or following confirmation by the customer (dealer). In the case of the deposit entitlement program the returned items are typically used products or parts (it could include new products in a complaint or surplus return process). an SAP EWM employee created an inspection outcome. For more information about confirmation by the customer. which can be used to authorize the customer to return products to you. which the system replicated to SAP CRM as an inspection confirmation. there is a returns authorization item for a transaction of the type return. The system replicated the delivery to SAP Supply Chain Management Extended Warehouse Management (SAP SCM. or complaint with reference to billing document. 480 . In the case of the return entitlement programs the items can be original products (new goods). used part return. The new user role that provides authorization for the use of entitlement management in user administration is Service Parts Management (SPL) — SAP_CRM_UIU_SPL_PROFESSIONAL.Features In both entitlement program types. Follow-Up Activities for the Logistical Process Follow-up activities define what happens to a service part after the customer (dealer) has returned it: • • • • • Scrap Return to customer (dealer) Stock transfer Forward to remanufacturer Putaway Prerequisites In SAP Customer Relationship Management (SAP CRM).

Undefined A . CRM Product Master Data Depending on the sales area data. see Functions for Service Parts Management (SPM). in the product master data under Control Parameters: Complaints and Returns.Scrap at customer site F . Possible values include: o o o Scrapping in storage Return directly Contact customer NOTE The defined threshold is maintained using the condition function 20SC (scrapping limit).Returns with immediate scrapping C . CRM Account Master Data • For the customer (Sold-To Party role). you have defined how the system should proceed if the returned parts are rejected at goods receipt. 481 .Returns with immediate storage B . • You have made the necessary settings according to Customizing for Follow-Up Activities. in the sales-area-dependent account master data under Follow-Up Action for Rejected New Parts and Follow-Up Action for Rejected Used Parts.Returns with inspection E . you have selected the Returns Process indicator according to your needs. you have selected the appropriate values in fields For Values Under Threshold and For Values Over Threshold. For more information and prerequisites. Possible values include: • • • • • • <blank> .CRM Customizing • You can only use these functions if you have activated the system configuration for service parts management. The next steps depend on how far over or under the threshold the value is.Returns with external decision (Note: This means that follow-up activities are defined in goods receipt and are processed using SAP SCM). For this reason.

The following graphic illustrates the communication between the systems: Determination of Follow-Up Activities In SAP CRM. depending on the Returns Process indicator. Condition Types The threshold is determined in the condition record for the sold-to party with the condition type 20SC. you can define the follow-up activities that are executed in SAP EWM immediately following goods receipt. SAP ECC. In other words. Determination of the indicator occurs as follows: 482 . in the sales-area-dependent accounts master data. • For the remanufacturer (Remanufacturer role). follow-up transactions are created in SAP CRM. or based on the inspection results in SAP CRM. or SAP EWM. Features The system uses the Returns Process indicator to determine and trigger the follow-up activities either in SAP Extended Warehouse Management (SCM EWM) in SAP SCM. see Customizing for Customer Relationship Management and choose Basic Functions Pricing Define Settings for Pricing Create .For more information. you have used field External Remanufacturer to define whether the remanufacturer is internal or external.

If the flag value is <blank> or F.Fixed Amount: The total value of all rejected parts in an inspection confirmation is compared with the threshold value of the returns authorization item. In this case. the inspector enters the actual product and the decision about the follow-up activity. the inspection outcome is replicated via SAP ECC into SAP CRM as an inspection confirmation. • • • • If the value of this indicator is C. You can change the indicator manually in the item overview until the delivery is created in SAP ECC. scrapping occurs in SAP EWM immediately after goods receipt. The field for entering the follow-up activity in the inspection outcome is not available for entry. The Unknown Part indicator must be set in the product master for this part. In this case. The values of this indicator have the following effects: • If the flag value is A. the fields For Values Under Threshold and For Values Over Threshold store information about how the customer (dealer) wants to proceed. the system compares the values of the rejected parts with the threshold value as follows: B . SAP CRM determines the follow-up activity code for the inspection confirmation item based on the usage decision. o Usage decision: Not approved In the sales area-dependent customer data. SAP EWM makes the decision about the follow-up activity. In this case. depending on the threshold that was defined. the follow-up activity is scrapping. The inspector enters the usage decision in the inspection outcome.The Returns Process indicator that is defined in the product master is determined for the returns request item and copied into the returns authorization item. Then. Type indicator (in the Control Data 1 section) for condition type 20SC in Customizing for condition types. the process runs in the same way as with indicator C: In SAP EWM. you enter (or the customer enters in the Extended Complaints and Returns in E-Service application) a dummy product as a product in the returns request item. If the customer (dealer) wants to return an unknown part. The system uses the Post Processing Framework (PPF) to determine the follow-up activity code. The PPF starts an action with action method INSP_FA_DETERM. 483 . putaway occurs in SAP EWM immediately after goods receipt. SAP CRM requires that SAP EWM creates an inspection outcome. If the flag value is B. the follow-up activity is putaway. Depending on the values chosen for the Calculat.

The Post Processing Framework uses these parameters to determine one of the following follow-up activity codes: B .Put away.Scrap C . Performing Follow-Up Activities Depending on the follow-up activity code. SAP CRM triggers the follow-up activities. if the parts have arrived at the target location D . The Active indicator is set.Return to Customer If the system cannot determine a follow-up activity from the parameters. o • The status of the inspection confirmation item is Completed.Stock transfer if the parts have not arrived at the target location yet E . and if there is a remanufacturer entered as a partner You cannot set Completed status for confirmation items for which the system could not determine a follow-up activity code or for which you did not enter a follow-up activity code. 484 .Forward to the remanufacturer if the parts have arrived at the target location. in which case this indicator is irrelevant). Customizing for Define Follow-Up Action Code for Follow-Up Action is set as follows: o The Ext. contact your customer (dealer) to agree on how to proceed and then set the follow-up activity code manually.C . o Usage decision: Approved The Post Processing Framework determines one of the following follow-up activity codes: A . In this case.Quantity: The value for each item in an inspection confirmation is compared with the threshold value of the inspection confirmation item. The system status can be set to Completed and further processing is possible only if the follow-up activity code is entered manually. provided that the following prerequisites have been met: • • The follow-up activity code was determined. the confirmation cannot be completed and processing must be done manually. Decisn indicator is not set (exception: follow-up activity Return to Customer.

In the sales transaction. this follow-up activity is triggered. Stock Transfer If SAP CRM has determined follow-up activity code D.The following follow-up activities are available: Scrap If SAP CRM has determined follow-up activity code B. this follow-up activity is triggered. use the action method RELEASE_FOLLOW_UP from the Post Processing Framework (PPF). The connection between the inspection confirmation item. Depending on the type of warehouse management. returns authorization item. Decisn is not relevant). an outbound delivery is created that is replicated to SAP EWM. and SAP CRM sales transaction item is saved in the transaction history. The link between the inspection confirmation item and the SAP ECC document is saved in the transaction history. A warehouse request for the outbound delivery of the returns is created in SAP EWM. all inspection confirmation items with reference to the returns transaction are collected and sent back to the customer. Return to Customer If SAP CRM or SAP EWM determined follow-up activity code C (indicator Ext. The inspection confirmation item is transferred to SAP ECC using an adapter (CRM_BUS20001_R3A – CRM_INSPECT_R3A). scrapping is performed as follows: • Warehouse management in SAP Extended Warehouse Management (SAP EWM) in SAP SCM In SAP ECC. 485 . As soon as you release the CRM sales transaction. this follow-up activity is triggered. The inspection confirmation items are copied into a CRM sales transaction (transaction type RTTC). To release the sales transaction. • Warehouse management in SAP ECC In SAP ECC. which you schedule for the transaction type for complaints or returns. an outbound delivery is created in SAP ECC. a material document containing a goods transfer posting is created.

To do this. a stock transport order with outbound delivery is created. SAP CRM uses the inspection document to determine whether the inbound delivery should be sent to the remanufacturer. At goods receipt for a return in the target location. in SAP EWM. The link between the inspection confirmation item and the stock transport order in SAP ECC is saved in the transaction history. in SAP EWM. the service part must be sent to the remanufacturer. a warehouse request is created for an outbound delivery to the current location and for an inbound delivery to the target location. a stock transport order with outbound delivery is created. You can find Customizing for function categories in Customizing for Customer Relationship Management by choosing Basic Functions Partner Processing Define Partner Functions compared with the target location. For more information about determination of the appropriate remanufacturer. There is a distinction between an external and an internal remanufacturers. The follow-up activity is triggered as follows: • . To do this. Location determination occurs in SAP SCM.During goods receipt of a return at a location before the target location. In SAP ECC. This occurs based on the inspection confirmation that was created in the current location. this follow-up activity is triggered. It is a prerequisite that the current location is reflected in the system as a business partner with the Function Category Location. in which the current location is Send to internal remanufacturer A plant that is the target location for forwarding is assigned to the remanufacturer. The inspection confirmation item is transferred to SAP ECC using an adapter (CRM_BUS20001_R3A –CRM_INSPECT_R3A). see Location Determination with Active System Configuration for SPM. in SAP Advanced Planning and Optimization (SAP APO). The remanufacturer is reflected in the system as a business partner with the role Remanufacturer. a warehouse request is created for an 486 . Forward to Remanufacturer If SAP CRM has determined follow-up activity code E. In SAP ECC. SAP CRM determines whether the inbound delivery should be transferred to the next location. If the remanufacturer was entered in the inspection document. The inspection confirmation item is transferred to SAP ECC using an adapter (CRM_BUS20001_R3A – CRM_INSPECT_R3A).

outbound delivery to the current location and for an inbound delivery to the target location. The link between the inspection confirmation item and the stock transport order in SAP ECC is saved in the transaction history.

Send to external remanufacturer The inspection confirmation item is copied to the SAP CRM sales transaction (transaction type RTTR). As soon as you release the CRM sales transaction, an outbound delivery is created in SAP ECC and a warehouse request for outbound delivery to the external remanufacturer is created in SAP EWM. The link between the inspection confirmation item and the SAP CRM sales transaction is saved in the transaction history.

Putaway If SAP CRM has determined follow-up activity code A, this follow-up activity is triggered. The inspection confirmation item is transferred to SAP ECC using an adapter (CRM_BUS20001_R3A – CRM_INSPECT_R3A). In SAP ECC, the inspection document is changed and replicated to SAP EWM. In SAP CRM, the external follow-up activity code for the putaway is determined, and then written in the existing SAP ECC inspection document. The change is replicated to SAP EWM, which creates a warehouse request for putaway. Consolidation of Follow-Up Activities You can consolidate the execution of follow-up activities based on the complaint transaction or the return transaction. This means that the follow-up activity for an item is not executed directly; instead, the corresponding inspection confirmation item is collected in a follow-up inspection confirmation transaction. The goal is to execute the follow-up activities together, at a specified time, in the follow-up inspection confirmation transaction. To do so, the transaction must have status Completed. You can set the status either manually or by using an action for the header of the return transaction. If you want to use an action to set the status, use the COMPLETE_FOLLOW_UP action method, which you can schedule for the action profile of the return transaction type. As a prerequisite, you must enter the processing parameter PROCESS_TYPE with the corresponding transaction type as the initial value for this action definition.

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Customizing for Follow-Up Activities

The settings that you must make for follow-up activities in Customizing and that are particular to this logistical process are described below. Activities

Set the System Configuration Active for Service Parts Management indicator. You can find this indicator in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Transactions Basic Settings Activate System Configuration for Service Parts Management . For more information, see Functions for Service Parts Management (SPM).

Define the determination of the desired follow-up activity in Customizing for CRM by choosing Transactions Settings for Complaints Integration Logistics Integration Define Follow-Up Action Code for Follow-Up Action and Define Decision Type for Follow-Up Action.

To determine locations for the decision in the follow-up activities using SAP Advanced Planning and Optimization (SAP APO), use the active implementation RET_INSP_DEFAULT in BAdI: Follow-Up Actions Based on Inspection Results.

For the determination of the follow-up activities of the transaction type for the CRM inspection confirmation, assign an action profile that contains an action definition with the action method INSP_FA_DETERM. In the standard system, you can find this method in action profile INSPECTION_HEADER.

To execute the inspection confirmation item, assign to the appropriate item category an action profile that contains action definitions with the following action methods:
o o

RETURN_TO_CUSTOMER – Send return back to customer SEND_TO_REMAN – Forward inspected parts to remanufacturer

In the standard system, you can find both action methods in action profile INSPECTION_ITEM. Use the PROCESS_TYPE processing parameter to define the transaction type of the follow-up transaction for these action methods.

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Follow-up transactions are created for the follow-up activities Return to Customer and Forward to Remanufacturer. Define the copy controls for transaction types as follows:
o

Return to Customer Copy control from returns authorization to RTTC – Return to customer.

o

Forward to Remanufacturer Copy control from inspection confirmation item to RTTR – Forward to remanufacturer.

You will find the necessary activities in Customizing for CRM by choosing Basic Settings Copying Control for Business Transactions .

Transactions

If you want to consolidate the follow-up activities based on the complaint transaction or returns transaction and execute them, you must make the following Customizing settings:
o

Assign the item category of the inspection confirmation item an action profile that contains an action definition with the action method CONSOLIDATE_INSPECT. In the standard system, this action method is in action definition CONSOLIDATE_FA in the action profile INSPECTION_ITEM. For these action methods, enter the following processing parameters: PROCESS_TYPE You use this processing parameter to define the transaction type of the follow-up transaction. FA_CODE You use this processing parameter to define which follow-up activity code should be copied. This parameter allows you to copy various follow-up activities into various transaction types of the consolidated inspection confirmation.

o

Define the copy control so that the inspection confirmation items in reference to the returns authorization are copied into the consolidation confirmation transaction. To do so, set the copy control for the returns authorization item to the transaction type and item category of the consolidated inspection confirmation.

o

Do not set the Active indicator. You can find this indicator in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints

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Integration Logistics Integration Define Follow-Up Action Code for Follow-Up Action

.

You have used the Business Add-In BAdI: Data Transfer from SAP CRM to SAP ECC (R/3 Adapter) (CRM_BUS20001_R3A) to define the transfer of data to SAP ERP Central Component (SAP ECC) for the execution of the follow-up activities. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints . Integration Logistics Integration Business Add-Ins for Logistics Integration

For execution of follow-up activities in SAP ECC, you have activated the implementation for the ERP Adapter for CRM Inspection Results (CRM_INSPECT_R3A).

Returns Authorization with Activated System Configuration for SPM
You can use this process to create either a return material authorization (RMA) item or a scrapping authorization item for a released returns request item in a returns transaction, used part return transaction, or a complaint transaction. Prerequisites There is an existing transaction that includes a returns request item with status Released or Investigation Required. CRM Customizing

You can only use these functions if you have activated the system configuration for service parts management. For more information and prerequisites, see Service Parts Management (SPM). You have defined item categories, item category usages, and item category determination according to your requirements in Customizing for Customer Relationship Management (CRM) by choosing Transactions Basic Settings Define Item Categories Usages and Define Item . Category Determination

You have defined action profiles and the actions themselves, which you have also assigned to these profiles.

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Creation of authorization items is triggered by an action. The standard system includes the
Technical Name of Action Profile RMA_ITEM CL_SH_CRRI CL_OE CL_WD_CRRI CL_OV_CRRI CL_UD_CRRI Description of Action Profile Returns Authorization Attachment Returns Request for Underdelivery Incorrect Purchase Order Returns Request for Incorrect Delivery Returns Request for Overdelivery Returns Request for Unrequested Delivery

Technical Name of Action RETURN_ITEM_RMA CL_SH_CRRI_CREATE_RAI CL_OE_RETURN_ AUTHORIZATION CL_WD_CRRI_ CREATE_RAI CL_OV_CRRI_ CREATE_RAI CL_UD_CRRI_CREATE_RAI

Description of Action Automatic Returns Approval Creation of Returns Authorization Creation of Approval Item Creation of Returns Authorization Creation of Returns Authorization Creation of Returns Authorization

following combinations of action profiles and actions for returns: If the action profiles delivered by SAP do not meet all your needs, you can define your own actions in Customizing. To do so, in Customizing for Customer Relationship Management, choose Basic Functions Actions Actions in Transaction Change Actions and Conditions . Then define the schedule condition and start condition for Define Action Profiles and Actions

each action definition by choosing Define Conditions. For more information, see Post Processing Framework in CRM.

Following the return authorization, if you want to send more than one return together, you must make settings for Customizing for periodic deliveries by choosing Periodic Release of Returns Authorizations . Customer Relationship Management Transactions Settings for Complaints Integration Logistics Integration

CRM Product Master Data In the product master data in the control data for complaints and returns, you have selected the Returns Process indicator according to your needs. Possible values include:
• • • • •

<blank> –– Undefined A –– Returns with immediate storage B –– Returns with immediate scrapping C –– Returns with inspection E –– Scrap at customer site

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F –– Returns with external decision (Note: This means that follow-up activities are defined in goods receipt and are processed using SAP Supply Chain Management (SAP SCM)).

CRM Business Partner Master Data In the master data for business partners with role Sold-To Party, using the sales area data in section Complaints and Returns, you have set the Customer Must Confirm Delivery indicator if the customer must confirm the delivery that was created for the returns authorization in application Extended Complaints and Returns in E-Service. Process Possible Authorization Items For an approved returns request item in a returns transaction, used part returns transaction, or complaint transaction, one of the following authorization items is created either manually or automatically, according to your Customizing settings:
• • •

Returns authorization (RMA) (item category RAIN) Authorization for scrapping at customer site (item category SAIC) Returns authorization vendor (item category RAIS) for returns requests for complaints with thirdparty order processing

Status of Subitems Depending on the status of the main item, which is set by the automatic execution of business rules, the process runs as follows:

Status Released The Post Processing Framework starts an action that automatically creates the authorization item and immediately releases it.

Status Investigation Required The Post Processing Framework starts an action that automatically creates the authorization item with an initial status of Open.

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You can change the quantity and status manually. You can also decline the authorization item that was created automatically (status: Rejected) and use an action to manually create and release a new authorization item. Determining Item Categories of Subitems For each product and sales area, you use the indicator for controlling the logistics process in returns (Returns Process) to indicate whether the product should be returned or scrapped. The system determines this indicator for returns request items and copies it into the Process Indicator field. You can change the value, if you like. Using an action that automatically creates the returns authorization (RETURN_ITEM, CL_SH_CRRI, CL_OE, CL_WD_CRRI, CL_OV_CRRI, CL_UD_CRRI), and depending on the Process Indicator, the system determines one of the following item category usages:
• • • •

RETR Returns authorization (process indicator <blank>, A, C, F) SCRP Scrapping (process indicator E) RESC Scrapping/Plant (process indicator B) RETS Return deliveries to vendors
NOTE

o

For more information about returns to vendors, see Complaints Processing After ThirdParty Order Processing (TPOP). If the process indicator is set to E, Scrap at Customer, it is not returned to the supplier.

o

Automatic determination of item category usage is dependent on Customizing and controls determination of the subitem for the returns request item. Depending on the item category usage, a subitem with category returns authorization or a subitem with category scrapping authorization is created. The following table displays the combinations of process indicator, item category usage, and item category:
Item Category Usage RETR RETR RESC RETR SCRP

Process Indicator <blank> A B C E

Item Category RAIN RAIN RASC RAIN SAIC

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F

RETR

RAIN

Returns Authorization If the item category usage is RETR or RESC, the following process is triggered: 1. A returns authorization item (RAIN) or a returns authorization with scrapping in the plant (RASC) is created for the returns request item. The item contains the data for the physical return. The number of the return or complaint, together with the number of the subitem, results in the unique returns material authorization (RMA) number. The order quantity of the returns authorization item is determined as follows: The system copies the Approved Quantity from the returns request item into the Quantity field of the returns authorization item. This quantity is the order quantity, which you can change if necessary. In a complaint with reference to a billing document, if the returns authorization item has an invoice correction, an invoice correction request item is also created as a subitem. For more information, see Actions for Complaints Items Without Returns. 2. For physical returns, locations (ship-to parties - returns) are required for the parts to be returned. These locations can be one or more plants. If a destination location exists in a preceding transaction such as a marketing campaign, the system copies this destination location into the returns authorization item. Otherwise, the location is determined by SAP Advanced Planning and Optimization (SAP APO). For more information, see Location Determination with Active System Configuration for SPM. 3. After the returns authorization item is released, Entitlement Management determines the entitlement to deposit refund and the deposit amount for the returns authorization item. For more information, see Entitlements Check. 4. After releasing the RMA item and saving the transaction in SAP CRM, the RMA item for logistic processing is replicated in SAP ERP Central Component (SAP ECC). In other words, a delivery with a corresponding delivery item is created automatically. This only happens if there are no 494

delivery blocks for the item (see "Periodic Delivery", below). The delivery item contains the returns authorization number from the returns authorization item in SAP CRM. At this point, the data for physical returns and the unique returns authorization number are also available in SAP ECC. 5. Depending on the Customer Must Confirm Delivery indicator, the process continues as follows:
o

If the target location is a plant/storage location that is maintained in SAP SCM, and if the Customer Must Confirm Delivery indicator is not set, the system replicates the delivery to SAP SCM, where it also generates a warehouse request with inspection outcome.

o

If the target location is a plant/storage location that is maintained in SAP SCM, and if the Customer Must Confirm Delivery indicator is set, the customer must create one or more shipping notifications in SAP Supply Network Collaboration (SAP SNC). The system then creates one or more deliveries and replicates them to SAP SCM, where it generates warehouse requests with inspection outcomes.

6. After goods receipt and depending on the process indicator, the follow-up activities are triggered:
o

If the process indicator is C or F, the follow-up activities for returns authorization items are defined after goods receipt and the Quality Inspection. If the process indicator is A or B, the follow-up activities for SAP SCM are defined in advance in SAP CRM. These follow-up activities are executed by SAP SCM immediately following goods receipt.

o

For more information, see Follow-Up Activities for the Logistical Process and Data Exchange for Complaints: SAP CRM – SAP ECC. Periodic Delivery To minimize freight costs and administrative effort when processing returns, you can group returns into batches and send them once each month, for example. When you have made the appropriate settings in Customizing, all returns authorization items initially get status Delivery Block –I1130. Use transaction SM36 to schedule the CRM_COMPL_INTERVAL report. The report introduces the following processing steps:

Determination of relevant items, in other words, items with status Delivery Block and the data field Cust. Interval is skipped Deletion of the delivery block

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Creation of a delivery in SAP ECC

Returns Authorization for External Vendors After Third-Party Order Processing If the item category usage is RETS, the process runs as follows: 1. Similar to point one in the "Returns Authorization" section above. A returns authorization item (category RAIS) is created for the returns request item. The item contains the data for the physical return. 2. The system copies function Vendor from the complaint item in the function Ship-To Party for Returns in the returns authorization item. 3. Similar to point three in the "Returns Authorization" section above. 4. After releasing the RMA item and saving the transaction in SAP CRM, the RMA item for logistic processing is replicated in SAP ERP Central Component (SAP ECC). In other words, a delivery with a corresponding delivery item is created automatically. The delivery item contains the RMA number from the RMA item. At this point, the data for physical returns and the unique returns authorization number are also available in SAP ECC.
o

If the Customer Must Confirm Delivery indicator is not set, the physical return is completed for SAP CRM. The customer returns the parts to the vendor directly. If the Customer Must Confirm Delivery indicator is set, the customer must create one or more shipping notifications for the deliveries in SAP SNC. One or more deliveries are then created. This completes the physical return of these deliveries in SAP CRM. The customer returns the parts to the vendor directly.

o

Scrapping Authorization If the item category usage is SCRP, a subitem with type authorization for scrapping at customer site (category: SAIC) is created. This means that instead of sending back the part, the customer scraps it. The system copies the Approved Quantity from the returns request item into the Quantity field of the scrapping authorization item. You can change this quantity, if necessary. The assigned business partner (Responsible Scrapper) dictates who should create the scrapping confirmation: the customer or you, the manufacturer.

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If the customer is responsible for scrapping, he or she confirms scrapping in application Extended Complaints and Returns in E-Service. Then, a confirmation with a credit memo item is created automatically as a follow-up transaction.

If you are the one responsible for scrapping, you create a scrapping confirmation with a credit memo item in SAP CRM as a follow-up transaction.

Creation of Used Part Returns

You can use this process for used parts that the customer (dealer) wants to send back to you (supplier) and for which the customer expects you to refund a deposit. Process Creating a Used Part Return You create a used part returns transaction in the following way: 1. You create a used part return without reference to a preceding transaction, which is in line with Customizing in the standard system. 2. You enter the required header data. 3. You create a Used Part Returns Request (UPRE) item and enter the required item data. 4. You create a product. The system checks whether the following conditions have been met for the product:
o o o

The product is returnable. The product can be remanufactured. The product is a used part.

5. Enter the requested returns quantity in the Quantity field. The system checks the quantity. 6. If serial numbers are relevant for the product, enter the appropriate serial numbers for the requested return quantity in the Objects assignment block. 497

The system checks the serial number entries. For more information about serial numbers, see Serial Number Entry in Complaints and Returns. 7. In assignment block Subsequent Decision for Rejected Parts, you can predefine what should happen with parts that are rejected during the goods receipt inspection. The default values in the fields Threshold for Follow-Up Action, For Values Under Threshold, and For Values over Threshold are taken from the customer master. You can overwrite the values in fields For Values Under Threshold and For Values over Threshold. The value for the Threshold for Follow-Up Action field is determined in the condition record for the sold-to party with condition type 20SC. 8. The item is processed using the automatic execution of business rules, and investigations are also conducted, if necessary. The system (or the processor, in the case of an investigation) either releases or declines the used part return request item. 9. For the used part return request items that are released, the system uses entitlement management to determine the entitlements for deposit refund and the deposit value (see Entitlements Check). If there are not enough entitlements available in the system, the system sets the value of the Quantity field to zero (0). In this case, you enter the requested return quantity according to the amount of entitlements available. 10. For released request items for used part returns, actions can be triggered manually or by the Post Processing Framework in CRM when the document is saved, according to the schedule conditions and start conditions. One example of such an action is the creation of a returns authorization item. For more information, see Returns Authorization. 11. SAP Supply Chain Management, Advanced Planning and Optimization (SAP APO) determines the delivery address and the remanufacturer. If the system could not determine a remanufacturer, you must enter one manually. For more information, see Location Determination, and if you have activated the system configuration for service parts management, see Location Determination with Active System Configuration for SPM.

Serial Number Entry in Complaints and Returns
498

You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated. Serial number entry is possible in the following Customer Relationship Management (CRM) channels: CRM WebClient user interface (UI), Interaction Center (IC) WebClient, e-service, and mobile service. Prerequisites

You have either entered the serial number information in the product master, or you have replicated the material master data from SAP ECC to SAP Customer Relationship Management (SAP CRM). In the CRM WebClient UI, the field Serial No. Processing ID is available for entering and displaying serial numbers. Possible values include:
o o o o o

0 – Default value 1 – Entries possible, but no check against master data 2 – Check object in CRM 3 – Check object and serial number in CRM 4 – Check for serial number in SAP ECC
NOTE

To activate the field for use (set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING), you can use SAP Note 824780.

To improve performance during validation of the specified serial numbers by comparing them with the serial numbers in the system, we recommend creating an index for fields TYPE_OBJECT and SERIAL_NUMBER for the CRMD_SRV_REFOBJ table.

499

to which serial numbers can be assigned. You maintain serial numbers in SAP ECC and replicate them to SAP CRM. A material is serial number-relevant if a serial number profile is defined at plant level in SAP ECC. 500 . and the goods movement requires a serial number to be entered. For more information. Maintaining Serial Numbers You have the following options for maintaining serial numbers: • • You enter serial numbers as objects in SAP CRM. Replication of Serial Numbers from SAP ECC to SAP CRM. The pieces of equipment are represented in SAP CRM as objects of an installed base. and Replication of Serial Number Configuration from SAP ECC to SAP CRM. You can use the field Serial No. see Serial Number Download. Processing ID on the CRM WebClient user interface to enter serial number information. In SAP CRM.Features Maintaining Serial Number Information The serial number information indicates whether serial numbers are relevant for a certain product. you can overwrite this replicated information. o You can replicate serial numbers that are not linked to equipment from SAP ECC to SAP CRM. You can also get the serial number information by replicating the material master data from SAP ECC to SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). The serial number information is replicated from SAP CRM to the mobile client as part of the product master data. from SAP ECC to SAP CRM. and how a serial number created in a transaction should be validated. The serial numbers appear in SAP CRM as objects. o You can replicate equipment.

Quantity check: The system compares the number of serial numbers that were entered to the item quantity. depending on the value in field Serial No. • • You can enter serial numbers for complaints manually using the mobile client. As you enter the product. • You maintain the serial numbers exclusively in SAP ECC. you can use the Serial Number field in assignment block Reference Objects. To do so. returns. the system ensures that the product is not changed any more. 501 . • • After the serial number is entered. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Sales Transactions Business Add-Ins • . Checking the Serial Numbers Entered in Transactions The checks available in the standard system are listed below. 3 and 4: Serial number entry is required. the entry field is not available for input.For more information. you can enter serial numbers manually. You can use the Business Add-In (BAdI) Check Reference Objects (CRM_SERVICE_OS_BADI) to tailor these checks to your needs. Processing ID. 1: Serial number entry is allowed. the system checks whether serial numbers can be entered or must be entered: o o o 0: It is not possible to enter serial numbers. Entering Serial Numbers in SAP CRM Transactions • For items in complaints. • Accuracy check: o Check in a return that was created with reference to a recall: The serial numbers that were entered in the return must be in the recall (product service letter). see Replication of Equipment Between SAP CRM and SAP ECC and Replication of Equipment Configuration Between SAP CRM and SAP ECC. You can enter serial numbers for complaints and returns manually using e-service. 2. and in-house repair orders in the CRM WebClient UI.

see Service Recall Processing: Returning Service Parts. 4: Check serial number in SAP ECC: The product is not in the warehouse. o Depending on Customizing in the product master (field Serial No. Processing ID). CAUTION The list of serial numbers is not replicated.The serial numbers that were entered must not have been entered in another return for the same recall. it is at a customer site. 3: Check according to points 2 and 4. Replicating Serial Numbers Entered in Transactions from SAP CRM to SAP ECC A returns request item in a complaint or in-house repair order is replicated to SAP ECC as a returns request item in a sales order. The serial number must not have been entered already in the same transaction. This means that serial numbers cannot be verified at goods receipt. For information about recalls. Prerequisites You have made the following settings in Customizing for Customer Relationship Management: 502 . instead of entering the ID of the used part (product ID) as input help. Exchange Group for Used Part Returns When you create a request item for a used part return. you can enter the exchange group. If you activated the additional SPM Functions in Sales Order Management. the returns request item is replicated in a delivery. the existence of serial numbers is checked as follows: 0: No checks 1: No master data or quantity checks 2: Check whether serial number exists in SAP CRM in an object.

• In Customizing under Cross-Application Components SAP Product Product Category . When paying the deposit amount. is Cross-Application Components SAP Product Alternative Product IDs defined as the alternative ID type (Class = CL_ALTID_PRODUCT_EXGRP). and in view Sequence of ID Types. and uses the product and exchange group to search for valid entitlements for deposit refund. for entitlements management and used parts returns in the product master. to Application A2 (entitlements). value EXGRP is assigned as the Profile for Alternative IDs. for your transaction type for used part returns (UPRR in the Define Transaction Types Profile for Altern. you can enter the following IDs in field Product ID when you create a request item for used parts returns: • • • Product ID of the used part ID of the exchange group (if you do not know the product ID. for example) Product ID of the exchange group used part that is assigned to the exchange group Entitlements management determines the corresponding exchange group for the product in the request item. • In Customizing under Define ID Types Cross-Application Components SAP Product Alternative Product IDs . Features standard system). • In Customizing under Customer Relationship Management Transactions Basic Settings . you have assigned the Hierarchy ID that you Assign Category Hierarchies to Applications have created. you have ensured that ID Type EXGRP. The system uses Entitlement Management to determine the deposit amount. • In Customizing under Define Profiles . 503 . in section Product Determination. you have checked the following assignment in the standard system: For object type BUS1178. using Product Hierarchies. which is in the standard system. the customer procures the entitlement for the deposit refund program when he or she returns the part as a used part to you as the manufacturer. Identif. you have selected the value EXGRP in field You can use exchange groups to help you create request items for used part returns. Alternatively. You create used part returns in the following case: The customer (dealer) pays a deposit when buying service parts. value "1" is assigned to ID Type EXGRP.

The system displays the ID of the exchange group.The exchange group is technically a product category with a 1:1 relationship to an exchange group used part (product master record). The following components are necessary for integration of the complete process: • • SAP CRM SAP ERP Central Component (SAP ECC) CRM Customizing Activities • You have defined item categories. Returns Authorization You can use this process to create either a return material authorization (RMA) item or a scrapping authorization item for a released returns request item in a returns transaction. and item category determination according to your requirements in Customizing for Customer Relationship Management (CRM) by choosing Transactions Basic Settings Define Item Categories Usages and Define Item . Category Determination • You have defined action profiles and the actions themselves. item category usages. The relationship between exchange group and exchange group used part is simultaneously an alternative ID with type EXGRP. which can be used to enter the request item in field Product ID. 504 . Prerequisites There is an existing transaction that includes a returns request item with status Released or Investigation Required. used part return transaction. which you have also assigned to these profiles. or a complaint transaction. The exchange group used part is necessary because a product is required for the subsequent process in logistics. The assignment of an exchange group to various used parts in the product master record in assignment block Category means that the system bundles these used parts into one logical group.

choose Basic Functions Actions Actions in Transaction Change Actions and Conditions . For more information. you have selected the Returns Process indicator according to your needs. one of the following authorization items is created either manually or automatically. The standard system includes the following combinations of action profiles and actions for returns: Technical Name of Action Profile RMA_ITEM Description of Action Profile Returns Authorization Attachment Technical Name of Action RETURN_ITEM_RMA Description of Action Automatic Returns Approval If the action profiles delivered by SAP do not meet all your needs. in Customizing for Customer Relationship Management. Possible values include: • • • • • • <blank> –– Undefined A –– Returns with immediate storage B –– Returns with immediate scrapping C –– Returns with inspection E –– Scrap at customer site F –– Returns with external decision (Note: This means that follow-up activities are defined in goods receipt and are processed using SAP Supply Chain Management (SAP SCM)). used part returns transaction. or complaint transaction. see Post Processing Framework in CRM. according to the standard Customizing settings: 505 . CRM Product Master Data Depending on the Distribution Chain. To do so. you can define your own actions in Customizing.Creation of authorization items is triggered by an action. in the product master data under Control Parameters: Complaints and Returns. Process Possible Authorization Items For an approved returns request item in a returns transaction. Then define the schedule condition and start condition for Define Action Profiles and Actions each action definition by choosing Define Conditions.

if you like.• • Returns authorization (RMA) (item category RAIN) Authorization for scrapping at customer site (item category SAIC) Status of Subitems Depending on the status of the main item. the process is as follows: • Status Released The Post Processing Framework starts an action that automatically creates the authorization item and immediately releases it. 506 . you use the indicator for controlling the logistics process in returns (Returns Process) to indicate whether the product should be returned or scrapped. You can change the value. the system determines one of the following item category usages: • • RETR — Returns authorization SCRP — Scrapping Automatic determination of item category usage is dependent on Customizing and controls determination of the subitem for the returns request item. The system determines this indicator for returns request items and copies it into the Process Indicator field. • Status Investigation Required The Post Processing Framework starts an action that automatically creates the authorization item with an initial status of Open. Depending on the item category usage. You can also cancel the authorization item that was created automatically (status: Rejected) and use an action to manually create and release a new authorization item. and depending on the Process Indicator. Determining Item Categories of Subitems For each product and sales area. You can change the quantity and status manually. a subitem with category returns authorization or a subitem with category scrapping authorization is created. Using an action that automatically creates the returns authorization (RETURN_ITEM). which is set by the automatic execution of business rules.

• After releasing the returns authorization item and saving the transaction in SAP CRM. results in the unique returns material authorization (RMA) number. a subitem with type authorization for scrapping at customer site (category: SAIC) is created. This means that instead of sending back the part. an invoice correction request item is also created as a subitem for the returns authorization item.Returns Authorization If the item category usage is RETR. together with the number of the subitem. For more information. The assigned business partner (Responsible Scrapper) dictates who should create the scrapping confirmation: the customer or you. see Data Exchange for Complaints: SAP CRM –SAP ECC. The system copies the Approved Quantity in the returns request item into the Quantity of the scrapping authorization item. the manufacturer. which you can change if necessary. For more information. The order quantity of the returns authorization item is determined as follows: The system copies the Approved Quantity from the returns request item into the Quantity field of the returns authorization item. This quantity is the order quantity. Location Determination 507 . see Actions for Complaint Items Without Returns. If the returns authorization item is in a complaint with reference to a billing document that has an invoice correction. the customer scraps it. You can change this quantity. the following process is triggered: • A returns authorization item that contains the data for the physical return is created for the returns request item. The number of the return or complaint. if necessary. the returns authorization item is replicated to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. Scrapping Authorization If the item category usage is SCRP.

you have created a location determination procedure. Settings for Global ATP Settings for the Rules-Based Availability Check Integrated Rule Maintenance Creating Location Determination Procedures • You have specified conditions and available-to-promise (ATP) profiles. choose Advanced Planning and Optimization Master Data . On the SAP Easy Access screen. Advanced Planning and Optimization (SAP SCM. To do so. APO) Prerequisites Customizing SAP APO • In integrated rule maintenance. see the SAP Library under SAP Supply Chain Management SAP Advanced Planning and Optimization (SAP APO) Global Available-to-Promise (Global ATP) Settings for Global ATP Settings for the Rules-Based Availability Check Integrated Rule Maintenance . choose Available-to-Promise (Global ATP) o o o Advanced Planning and Optimization Global and complete the following activities: General Settings Maintain Requirements Profile Rules-Based Availability Check Define Condition Table Rules-Based Availability Check Maintain Access Sequences 508 . in Customizing for SAP SCM. Rule Maintenance Integrated Rule Maintenance o For more information about integrated rule maintenance. Integration You need the following systems: • • • SAP CRM SAP ERP Central Component (SAP ECC) SAP Supply Chain Management.You can use this function to determine the target locations for physical returns (ship-to party for returned parts). o For more information about the location determination procedure. see the SAP Library for SAP Supply Chain Management under Global Available-to-Promise (Global ATP) .

in Customizing for SAP CRM. choose Basic Functions Availability Check . To do so. To do so. Transactions Basic Settings Define For more information. in Customizing for SAP CRM. choose Basic Functions Partner . in Customizing for SAP CRM. Processing Define Partner Determination Procedure • You have assigned the locations (plants) to the partners. choose Item Categories . see the Implementation Guide (IMG) documentation in Customizing for SAP Supply Chain Management by choosing Requirements Profile o Advanced Planning and Optimization Global Available-to-Promise (Global ATP) General Settings Maintain . To do so. Transactions Basic Settings Define o You have defined the assigned partner determination procedure as follows: The partner determination procedure has function Ship-To Party (Returns) as the Partner Function in Procedure. The partner determination procedure has Returns Ship-To Party via APO as the Access Sequence. in Customizing for SAP CRM. The ATP profile corresponds to a requirements profile in SAP APO. 509 . You have assigned a partner determination procedure to the item category of the returns authorization.o o Rules-Based Availability Check Maintain Condition Type Rules-Based Availability Check Maintain Rule Strategy Customizing SAP CRM • You have defined an ATP profile. Availability Check Using SAP APO Define ATP Profile • Settings for target location o You have assigned an ATP profile to the item category of the returns authorization. choose Item Categories . To do so.

there is no additional location determination in SAP APO. Features The following additional functions are available in complaints and returns: • • Returns Authorization with Activated System Configuration for SPM Quality Inspection 510 .To do so. used part returns document. For more information and prerequisites. SPM Functions in Complaints and Returns When you activate the system configuration for service parts management (SPM). or complaint document in SAP CRM. in Customizing for SAP CRM. Prerequisites You can only use these additional functions for complaints and returns if you have activated the system configuration for service parts management. Features For each returns authorization item of a return document. Integration Logistics Integration Assign Locations to Business Partners • The locations are replicated from SAP SCM to SAP ERP Central Component (SAP ECC). the system triggers location determination in SAP APO. You have activated the data relevant for the business partner in service parts management with the Business Data Toolset (transaction BUPT in SAP CRM). If the location is copied from a preceding document. a number of different functions are available in the areas of complaints and returns. choose Transactions Settings for Complaints . where the location Ship-To Party (Returns) is displayed for the returns authorization item in assignment block Parties Involved. SAP APO determines the location and transfers this data to SAP CRM. such as a marketing campaign or recall. see Service Parts Management (SPM).

Category Determination • • You have defined action profiles and the actions themselves. The standard system includes the following combinations of action profiles and actions for returns: Technical Name of Action Profile Description of Action Profile Description of Action Technical Name of Action 511 . see Service Parts Management (SPM). For more information and prerequisites. Creation of authorization items is triggered by an action. used part return transaction.• • • • • Entitlements Check Follow-Up Activities for the Logistical Process Complaints Processing After Third-Party Order Processing (TPOP) Complaints for External Products Location Determination with Active System Configuration for SPM Returns Authorization with Activated System Configuration for SPM You can use this process to create either a return material authorization (RMA) item or a scrapping authorization item for a released returns request item in a returns transaction. You have defined item categories. Prerequisites There is an existing transaction that includes a returns request item with status Released or Investigation Required. or a complaint transaction. item category usages. and item category determination according to your requirements in Customizing for Customer Relationship Management (CRM) by choosing Transactions Basic Settings Define Item Categories Usages and Define Item . which you have also assigned to these profiles. CRM Customizing • You can only use these functions if you have activated the system configuration for service parts management.

Possible values include: • • • • • <blank> –– Undefined A –– Returns with immediate storage B –– Returns with immediate scrapping C –– Returns with inspection E –– Scrap at customer site 512 . • Following the return authorization. you can define your own actions in Customizing.RMA_ITEM CL_SH_CRRI CL_OE Returns Authorization Attachment Returns Request for Underdelivery Incorrect Purchase Order Returns Request for Incorrect Delivery Returns Request for Overdelivery Returns Request for Unrequested Delivery RETURN_ITEM_RMA CL_SH_CRRI_CREATE_RAI CL_OE_RETURN_ AUTHORIZATION Automatic Returns Approval Creation of Returns Authorization Creation of Approval Item Creation of Returns Authorization Creation of Returns Authorization Creation of Returns Authorization CL_WD_CRRI CL_WD_CRRI_ CREATE_RAI CL_OV_CRRI_ CREATE_RAI CL_OV_CRRI CL_UD_CRRI CL_UD_CRRI_CREATE_RAI If the action profiles delivered by SAP do not meet all your needs. if you want to send more than one return together. Then define the schedule condition and start condition for Define Action Profiles and Actions each action definition by choosing Define Conditions. To do so. you must make settings for Customizing for periodic deliveries by choosing Periodic Release of Returns Authorizations . Customer Relationship Management Transactions Settings for Complaints Integration Logistics Integration CRM Product Master Data In the product master data in the control data for complaints and returns. you have selected the Returns Process indicator according to your needs. For more information. see Post Processing Framework in CRM. choose Basic Functions Actions Actions in Transaction Change Actions and Conditions . in Customizing for Customer Relationship Management.

according to your Customizing settings: • • • Returns authorization (RMA) (item category RAIN) Authorization for scrapping at customer site (item category SAIC) Returns authorization vendor (item category RAIS) for returns requests for complaints with thirdparty order processing Status of Subitems Depending on the status of the main item. using the sales area data in section Complaints and Returns. the process runs as follows: • Status Released The Post Processing Framework starts an action that automatically creates the authorization item and immediately releases it. 513 .• F –– Returns with external decision (Note: This means that follow-up activities are defined in goods receipt and are processed using SAP Supply Chain Management (SAP SCM)). Process Possible Authorization Items For an approved returns request item in a returns transaction. which is set by the automatic execution of business rules. used part returns transaction. CRM Business Partner Master Data In the master data for business partners with role Sold-To Party. one of the following authorization items is created either manually or automatically. or complaint transaction. • Status Investigation Required The Post Processing Framework starts an action that automatically creates the authorization item with an initial status of Open. you have set the Customer Must Confirm Delivery indicator if the customer must confirm the delivery that was created for the returns authorization in application Extended Complaints and Returns in E-Service.

A. Using an action that automatically creates the returns authorization (RETURN_ITEM. it is not returned to the supplier. F) SCRP Scrapping (process indicator E) RESC Scrapping/Plant (process indicator B) RETS Return deliveries to vendors NOTE o For more information about returns to vendors. CL_WD_CRRI. Scrap at Customer. see Complaints Processing After ThirdParty Order Processing (TPOP). CL_OV_CRRI. and item category: Item Category Usage RETR RETR RESC RETR SCRP Process Indicator <blank> A B C E Item Category RAIN RAIN RASC RAIN SAIC 514 . you use the indicator for controlling the logistics process in returns (Returns Process) to indicate whether the product should be returned or scrapped. item category usage. You can also decline the authorization item that was created automatically (status: Rejected) and use an action to manually create and release a new authorization item. You can change the value. if you like. The following table displays the combinations of process indicator. The system determines this indicator for returns request items and copies it into the Process Indicator field. o Automatic determination of item category usage is dependent on Customizing and controls determination of the subitem for the returns request item.You can change the quantity and status manually. CL_OE. the system determines one of the following item category usages: • • • • RETR Returns authorization (process indicator <blank>. Depending on the item category usage. a subitem with category returns authorization or a subitem with category scrapping authorization is created. If the process indicator is set to E. and depending on the Process Indicator. CL_UD_CRRI). CL_SH_CRRI. Determining Item Categories of Subitems For each product and sales area. C.

The number of the return or complaint. see Entitlements Check. For more information. which you can change if necessary. The order quantity of the returns authorization item is determined as follows: The system copies the Approved Quantity from the returns request item into the Quantity field of the returns authorization item. These locations can be one or more plants. locations (ship-to parties . results in the unique returns material authorization (RMA) number. Entitlement Management determines the entitlement to deposit refund and the deposit amount for the returns authorization item. For more information. This only happens if there are no 515 . After releasing the RMA item and saving the transaction in SAP CRM. the location is determined by SAP Advanced Planning and Optimization (SAP APO). together with the number of the subitem.returns) are required for the parts to be returned. 2. In a complaint with reference to a billing document. if the returns authorization item has an invoice correction. In other words. the RMA item for logistic processing is replicated in SAP ERP Central Component (SAP ECC). see Actions for Complaints Items Without Returns. the system copies this destination location into the returns authorization item. 4. an invoice correction request item is also created as a subitem. The item contains the data for the physical return. After the returns authorization item is released. 3. Otherwise. For physical returns. see Location Determination with Active System Configuration for SPM.F RETR RAIN Returns Authorization If the item category usage is RETR or RESC. This quantity is the order quantity. A returns authorization item (RAIN) or a returns authorization with scrapping in the plant (RASC) is created for the returns request item. the following process is triggered: 1. If a destination location exists in a preceding transaction such as a marketing campaign. For more information. a delivery with a corresponding delivery item is created automatically.

the follow-up activities for returns authorization items are defined after goods receipt and the Quality Inspection. o For more information. If the process indicator is A or B. the follow-up activities for SAP SCM are defined in advance in SAP CRM. the data for physical returns and the unique returns authorization number are also available in SAP ECC. and if the Customer Must Confirm Delivery indicator is not set. 6.delivery blocks for the item (see "Periodic Delivery". The report introduces the following processing steps: • Determination of relevant items. Interval is skipped Deletion of the delivery block • 516 . the customer must create one or more shipping notifications in SAP Supply Network Collaboration (SAP SNC). all returns authorization items initially get status Delivery Block –I1130. Periodic Delivery To minimize freight costs and administrative effort when processing returns. When you have made the appropriate settings in Customizing. the follow-up activities are triggered: o If the process indicator is C or F. Depending on the Customer Must Confirm Delivery indicator. the process continues as follows: o If the target location is a plant/storage location that is maintained in SAP SCM. where it also generates a warehouse request with inspection outcome. o If the target location is a plant/storage location that is maintained in SAP SCM. The system then creates one or more deliveries and replicates them to SAP SCM. the system replicates the delivery to SAP SCM. Use transaction SM36 to schedule the CRM_COMPL_INTERVAL report. for example. These follow-up activities are executed by SAP SCM immediately following goods receipt. The delivery item contains the returns authorization number from the returns authorization item in SAP CRM. below). in other words. At this point. items with status Delivery Block and the data field Cust. 5. and if the Customer Must Confirm Delivery indicator is set. where it generates warehouse requests with inspection outcomes. After goods receipt and depending on the process indicator. see Follow-Up Activities for the Logistical Process and Data Exchange for Complaints: SAP CRM – SAP ECC. you can group returns into batches and send them once each month.

the RMA item for logistic processing is replicated in SAP ERP Central Component (SAP ECC). The system copies the Approved Quantity from the returns request item into the Quantity field of the scrapping authorization item. a subitem with type authorization for scrapping at customer site (category: SAIC) is created. the customer scraps it. a delivery with a corresponding delivery item is created automatically. The delivery item contains the RMA number from the RMA item. The assigned business partner (Responsible Scrapper) dictates who should create the scrapping confirmation: the customer or you. o Scrapping Authorization If the item category usage is SCRP. Similar to point one in the "Returns Authorization" section above. This completes the physical return of these deliveries in SAP CRM. the data for physical returns and the unique returns authorization number are also available in SAP ECC.• Creation of a delivery in SAP ECC Returns Authorization for External Vendors After Third-Party Order Processing If the item category usage is RETS. One or more deliveries are then created. the physical return is completed for SAP CRM. the customer must create one or more shipping notifications for the deliveries in SAP SNC. A returns authorization item (category RAIS) is created for the returns request item. If the Customer Must Confirm Delivery indicator is set. if necessary. After releasing the RMA item and saving the transaction in SAP CRM. 2. The customer returns the parts to the vendor directly. The item contains the data for the physical return. Similar to point three in the "Returns Authorization" section above. This means that instead of sending back the part. o If the Customer Must Confirm Delivery indicator is not set. the process runs as follows: 1. You can change this quantity. At this point. The customer returns the parts to the vendor directly. the manufacturer. 3. 517 . In other words. The system copies function Vendor from the complaint item in the function Ship-To Party for Returns in the returns authorization item. 4.

choose Service Process. the returned service parts are delivered to the warehouse. The inspection outcomes are transferred to SAP Customer Relationship Management (SAP CRM) in inspection confirmations and are. For more information and prerequisites. the basis for calculating credit memos or debit memos. Type (Transaction type for confirmation of remanufacturer) Int. Type (Transaction type for confirmation of intermediate logistics) 518 . (Business transaction type confirmation) Remanuf. or for determining the Follow-Up Activities for the Logistical Process. • If you are the one responsible for scrapping.• If the customer is responsible for scrapping. • In Customizing for Customer Relationship Management under Define Transaction Types returns processing as follows: Transactions Basic Settings . Logi. Prerequisites • You can only use these functions if you have activated the system configuration for service parts management. he or she confirms scrapping in application Extended Complaints and Returns in E-Service. you create a scrapping confirmation with a credit memo item in SAP CRM as a follow-up transaction. you have processed the transaction types that are relevant for Choose a transaction type with a leading transaction category of Complaints and go to Assignment of Business Transaction Categories. where they undergo quality inspections. Then. according to your requirements: o o o Trans. among other things. Trans. After approval of a returns request. Type Confirm. a confirmation with a credit memo item is created automatically as a follow-up transaction. see Functions for Service Parts Management (SPM). Trans. Then. and process the following fields in the Customizing Header view. Quality Inspection Quality inspections are part of the physical returns process.

After approval of the return. according to the settings in Customizing (for more information. More Information For more information about quality checks in SAP ERP. The codes of the detailed inspection outcomes influence pricing. To do so. The results of the inspections are documented in inspection outcomes in SAP Supply Chain Management. EWM). see the SAP Library at help. The quality inspections are done at the vendor’s warehouse. Result The system uses inspection confirmations to create credit memos or debit memos. the service parts are returned to the vendor. the system uses the returns material authorization (RMA) number in the inspection outcome to determine the preceding transaction. FollowUp Activities for the Logistical Process can be triggered and entitlements can be unlocked. Examples of partial deliveries include: deliveries with unused service parts or deliveries with service parts to be scrapped.com under SAP Solutions SAP ERP SAP ERP Central Component Logistics Logistics – General (LO) Service Parts Management (LO-SPM) Complaints and Returns Quality Inspections .sap. An inspection confirmation is created in SAP CRM for each inspection outcome from SAP SCM. For more information. which is the corresponding returns request. Furthermore. see "Prerequisites" above). you enter a return with returns request. Extended Warehouse Management (SAP SCM. An inspection confirmation in SAP CRM is created automatically by the system. EWM is replicated through SAP ECC to SAP CRM in an inspection confirmation. see Entitlements Check.Process In SAP CRM. The data from both the returns request and the inspection outcome is incorporated into the inspection confirmation. EWM. Entitlements Check 519 . An inspection confirmation is created for each partial delivery. The inspection outcome from SAP SCM.

we will focus on the interface between returns processing and Entitlement Management. As an optional step. At this point. 520 . you can define an entitlements profile for the entitlements check at transaction header level. Prerequisites • You can only use these functions if you have activated the system configuration for service parts management. you have defined an entitlements profile for the entitlements check at item level. you have made the following settings for integration of entitlements in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration : In the activities under Entitlements.You can use this process to determine entitlements for returns request items. For more information and prerequisites. the system can populate the interface of the functions above. and assigned this profile to an item category. You assign this profile to a transaction type in Customizing for SAP CRM by choosing Basic Settings Define Transaction Types . The interface to entitlement management enables the integration of entitlements into returns processing and offers the following functions: • • • • • Creation of a lock request object and determination of entitlements for the deposit refund program Creation of a lock request object and determination of entitlements for returns Distribution of locks among multiple reference objects Determination of deposit value Transfer of locks With the help of Business Add-Ins (BAdIs). Entitlements are created in the sales process. and they are locked and used in returns processing. see the documentation for the respective Implementation Guide (IMG) activity. see Functions for Service Parts Management (SPM). • To use the functions described above in returns processing. and run a customer-specific analysis of the results of these functions. The system differentiates between entitlements to deposit refunds and entitlements to returns. Transactions For more information.

) When the product is returned. Returns with Entitlements for Returns In this case. In other words. The customer also pays a deposit for the products. see Deposit Entitlement Program. The number of these entitlements determines the authorized quantity of returns. EXAMPLE Entitlement locks can be distributed as a result of partial deliveries. and the customer (dealer) receives a credit for that amount. and the locks for other existing entitlements are updated. how many of these entitlements the customer has. the corresponding entitlement disappears. When the deposit is refunded on the bill. (For more information. Following the Quality Inspection. the manufacturer. (For more information. The system records and locks this deposit refund entitlement. partial deliveries. For returns. the entitlements quantity is transferred into the returns authorization item and becomes the authorized quantity. entitlement management determines the deposit value for the delivery. the system sends a lock request object to entitlement management.) 521 . The lock request object is used to determine the existing entitlements for the deposit refund program.Process Returns with Entitlements for Deposit Refund Program A customer (dealer) buys products from you. Example: A customer (dealer) returns service parts. in multiple. The customer therefore earns the entitlement to receive the deposit back when the products are returned after use. see Quantity Flow and Adjustment. These arrangements may include discounts that you guarantee the customer (dealer). if the customer (dealer) has entered a requested return quantity in the returns request item. the system checks whether the customer (dealer) is authorized to return products and if so. for instance. for which he or she paid a deposit. the you and the customer (dealer) have agreed to special entitlements arrangements for certain products. such as the Return Entitlement Program. Within the context of Returns. This lock request object can also be distributed. entitlement management determines the entitlements for returns authorization. or certain bonus programs.

you make an agreement with a car dealer that the car dealer is entitled to a refund of 20% of the value of the goods if the car dealer returns the unused parts. Products. Features Since you trigger billing for external products both for customers (debit memo) and for suppliers (credit memo). you also process complaints for the parts involved in these transactions. NOTE Entitlement locks for returns authorization cannot be distributed because they are only used to determine the authorized quantity. Prerequisites • You can only use these functions if you have activated the system configuration for service parts management. Complaints for External Products You can use this function to create complaints for external products. you have selected an appropriate value for item category determination.EXAMPLE As a service parts vendor. External products are parts that are not in your inventory and therefore have no data record for product master data in SAP Customer Relationship Management (SAP CRM). see Functions for Service Parts Management (SPM). • You have made the following settings for transaction type Complaint with Reference to Invoice in section External Products. You can find this activity in Customizing for Customer Relationship Management by choosing o o Transactions Basic Settings Define Transaction Types : You have set the External Products Allowed indicator. In field Item Category Group for Ext. The following complaint types are supported: 522 . For more information and prerequisites.

it is based on the approved quantity. The difference between this process and third-party order processing (TPOP) with products that have a product master. because this is unknown. For more information about returns authorization and scrapping authorization. the parts could be scrapped at the customer site instead of being returned. see Returns Authorization with Activated System Configuration for SPM. The invoice correction has two steps: • • In SAP CRM. The complaint triggers an invoice correction and. the supplier invoice correction occurs for the supplier. The invoice correction is not based on the quantity that was actually returned. Depending on the defined parameters. no inbound deliveries are created in SAP ECC. Instead. after the returns authorization. In SAP ERP Central Component (SAP ECC). SAP Advanced Planning and Optimization (SAP APO) is not called to determine the location to which the customer should return the part. In complaints for external products. • More Information For information about purchasing and billing external products. an invoice correction for the customer occurs. which in turn is a reference to a sales order item. the parts are returned to the external supplier. is as follows: • In complaints for external products.• • • • Complaint due to underdelivery Complaint due to overdelivery Complaint due to defective parts Complaint due to incorrect invoice You can only create a complaint for external products with reference to a billing document item. This is because the external products are always returned to the external supplier. depending on the type of complaint. 523 . see Sale of External Products.

For more information. actions. and in-house repair orders created in SAP Customer Relationship Management (SAP CRM). and in-house repair transactions is transferred to the different SAP ECC components as follows: SAP CRM Transactions Returns request Returns authorization (RMA) Substitute delivery Other follow-up transactions (debit/credit memos. see the Implementation Guide (IMG) for CRM and choose Transaction Types . Data from complaints transactions. returns. This triggers subsequent processes for the complaints.Data Exchange for Complaints: SAP CRM . Transactions Basic Settings Define 524 .SAP ECC Data is transferred to SAP Enterprise Resource Planning Central Component (SAP ECC) using CRM Integration Services. tasks) Billing for credit memo/debit memo Return for repair Return delivery Loan device delivery Loan device pick-up Scrap Service part item Data Entered in SAP ECC Returns item in sales order SAP ECC Component SAP Sales and Distribution (SAP SD) Returns item in sales order Sales order item SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) No data transfer Credit posting/Debit posting Revenue Repair submission item in sales order Return delivery item in sales order Loan device delivery item in sales order Loan device pick-up item in sales order Goods reposting from the sales order stock Reservation SAP Financial Accounting (SAP FI) SAP Controlling (SAP CO) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Materials Management (SAP MM) SAP Materials Management (SAP MM) Prerequisites Customizing in SAP CRM for Items That Are Replicated in an SAP ECC Sales Order • You have defined the transaction types and item categories. returns transactions.

• You have made the necessary Customizing settings for SAP CRM Billing. • You have ensured that the following settings are identical in Customizing for SAP CRM and in the sales component of SAP ECC. Customizing in SAP ECC for Items That Are Replicated in an SAP ECC Sales Order • You have set up your shipping and inventory processes in Customizing. you can modify them or define new ones. o o o IDs of the transaction type (SAP CRM) and sales transaction type (SAP ECC) Item categories External number assignment for returns requests and substitute delivery items with identical number ranges NOTE There is no automatic check to see whether the Customizing settings in SAP CRM match those in SAP ECC. 525 .The following transaction types are predefined in the standard system: o o o o o o CRMC — Complaint CRMR — Return REPA — Repair CLRP — Complaint with Reference to Invoice UUPR— Return for New Parts UPRR — Return for Used Parts The following item categories are predefined in the standard system: o o o o o o o REN — Return Request TANN — Free of Charge Substitute Delivery RSUB — Return for Repair RRET — Repaired Goods Delivery LOAN— Loan Device Delivery LRET — Loan Device Pick-Up RAIN — Return Authorization (RMA) If these objects do not meet your requirements.

For detailed information about Customizing for controlling.• • You have set up your financial accounting and controlling processes in Customizing. service team. and service employee. No distribution locks were set for the transaction. Customizing for Scrapping Items in SAP CRM You have defined the parameters for goods movement from the sales order stock for the item category for scrapping (SCRP) in Customizing for Customer Relationship Management by choosing Movement . and Scenarios Complaints/Returns Transaction and In-House Repair Order • The transaction contains at least one item. • You have set up the Business Add-In: Filter for Reservation so that the items relevant for reservation are transferred for reservation into SAP ECC. 526 . Level. • • The transaction was saved without error messages. A controlling object (internal order) must be found for the reservation in SAP ECC. Transactions Settings for Complaints Integration Logistics Integration Define Transfer Parameters for the Goods Customizing for Service Parts Delivery in SAP CRM • • The RMAT item category is predefined in the standard system. with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type. see Data Exchange for Service Orders: CRM Server – SAP ECC/SAP APO. Customizing for Service Parts Delivery in SAP ECC • • You have created logistics scenarios in SAP ECC. you have defined which plant and which storage location at this plant are assigned to a combination of service organization. For the scenario service parts at the service employee’s storage location. NOTE Transaction headers on their own are not replicated to SAP ECC. You have therefore made the necessary settings in Customizing in SAP ECC by choosing Integration .

only one sales order is created in SAP ECC. For more information about logistics integration and logistics scenarios. the complaint with reference to billing documents. loan device pick-up requests (LRET) and returns authorizations (RAIN). you have the option of changing transactions for which data has already been transferred. submissions for repair (RSUB). This is because the transaction in SAP ECC is used primarily to trigger subsequent logistics processes. see Changing Business Transactions Transferred to SAP ECC). In SAP CRM. goods issue and goods receipt) Quantity delivered • Changes to returns items and substitute deliveries can only be made in the system in which they were created. The availability information checks the planned quantity against the stock available in the assigned service plant. • Some of the logistics information is transferred back to SAP CRM from SAP ECC so that you can display the following details relating to a complaint/return or in-house repair order: o o o Status information (such as return or substitute delivery sent. Your changes are then automatically transferred to SAP ECC. • • Scrap The scrapping item is used to post a goods issue in SAP ECC. For more information. repair return deliveries (RRET). or the in-house repair order contain different items. 527 . return. substitute delivery items (TANN). depending on the logistics scenario that is set. or partially sent) Transaction history (such as shipping. which reduces the sales order stock. When the transaction is saved. Even if the complaint. according to the logistics scenario that is set. or purchase requisition is created in SAP ECC for the service part item. see: Logistics Integration.Features • The following are replicated to SAP ECC: Returns requests (REN). loan device deliveries (LOAN). purchase order. a reservation. • Service parts planning in the sales order You can call up availability information for service part items in SAP ECC. Goods withdrawal follows in the confirmation.

loan device pick-up requests. substitute deliveries. or whether it is first posted to the inspection stock. and loan device pick-up requests. For more information about statuses. LRET. LOAN. and then executes the data replication. repair return deliveries. and the posting of the profitability segment in SAP Controlling (SAP CO). RRET. 4. loan device deliveries. the billing amounts are posted in SAP FI. repair submissions. You manually create goods receipts and goods issues in SAP Sales and Distribution (SAP SD) for returns requests. return deliveries. The distribution status of the complaints transaction or returns transaction and of the in-house repair order shows whether the data exchange was performed successfully. TANN. 528 . picking occurs using transport orders (transaction LT03). Items with the item object type CRM Customer Complaints Item are not replicated. and RAIN) are replicated to SAP ECC as main items. Revenues are posted to the relevant profitability segment in SAP Controlling (SAP CO). repair submissions. Only items with the following item object types are replicated: returns requests. RSUB. the status of the relevant CRM transaction item is automatically updated so that you can identify that a goods receipt has occurred. NOTE o The schedule line category and the assigned transaction type are used in SAP SD to control whether a returns item is posted directly to the unrestricted-use stock. The subitems created in SAP CRM (item categories REN. The system uses the item object type to determine whether data should be transferred to SAP ECC. o If you are using the Warehouse Management System in SAP SD. 3. substitute deliveries. This triggers the automatic posting of receivables in SAP Financial Accounting (SAP FI). and returns authorizations. Errors and warning messages relating to the data transfer are listed in a log. see Status Management in Business Transactions. 2. loan device deliveries. If you post a goods receipt in SAP ECC. If you generate billing documents for debit memos or credit memos created in SAP CRM.Activities 1.

Features NOTE In addition to the complaint functions. For more information about possible errors that could occur during data exchange for business transactions and information about correcting errors. see SAP Note 490932. but this is not necessarily the case. In-house repair processing is integrated with Actions. SAP ECC For detailed information about the data exchange between CRM systems and integrated Enterprise Resource Planning (ERP) systems. see Data Exchange for Complaints: SAP CRM – SAP ECC. You can enter in-house repair orders in the Customer Relationship Management WebClient user interface (CRM WebClient UI). see SAP Library under Logistics Sales and Distribution (SD) Sales (SD-SLS) Complaints .More Information • For more information about the subsequent processes for complaints and returns in SAP ECC. • Returns item and allocation of a unique return material authorization (RMA) number 529 . Integration SAP CRM The in-house repair order is integrated with service processes and sales transactions. This means you can create in-house repair orders as follow-up transactions and thereby transfer the data from each preceding transaction. A complaint can precede an in-house repair order. the following functions are available in the in-house repair order. • In-House Repair Orders You create an in-house repair order within complaints processing if a customer wants to send in or bring in a defective product for repair.

By saving the in-house repair order. You can tailor the HTML page to your needs. After the returns delivery is received and the technical analysis (diagnosis) is performed. a unique return material authorization (RMA) number is allocated. the unique RMA number is also available in SAP ECC. • Diagnosis The creation of a diagnosis item shows that the defective part should be inspected after the returns delivery. 530 . After the returns delivery is received. SAP CRM replicates the order for logistical purposes in SAP ERP Central Component (SAP ECC). Using Categorization o • Planning repair services and service parts with pricing If the product is repaired. which he or she can then use to send in the products for repair. The unique RMA number is made up of the in-house repair order number and the item number of the returns item. Pricing is influenced by the following parameters: o o o Services or service parts that are covered by an existing warranty Reductions for customers Customer-specific prices (discounts) that are covered by the service contract • Tools You can add tool items as subitems of a repair item. In this way. The system determines the prices for each repair item. Then. you create repair items and service part items for the in-house repair order. if necessary. you can use the RMA number to directly assign the product sent in for repair to the repair order. a sales order with the same transaction ID as in SAP CRM exists in SAP ECC. The returns item of the in-house repair order is replicated as a returns request item in a sales order in SAP ECC.After creating a returns item to show that a consignment of goods is expected from the customer and then saving the in-house repair order. You can also use the service order template for this purpose. The customer receives the unique RMA number. you can document the result as follows: o By filling in an HTML page that is available for the diagnosis item and header data in assignment block Questionnaires.

you either delete the item or you change the status to Completed and use an appropriate action to allow the defective item either to be shipped back to the customer or to be scrapped. All the confirmation items relevant for controlling will update the related controlling object. the hidden system status Quotation is deleted. Then you can use the Scheduled Actions assignment block to print the quotation and send it to the customer. You can use accounting indicators to distribute the incurred costs to different bill-to parties. valuation type. • Availability information Availability information informs you whether the service parts are currently in stock.For more information. you can differentiate between the service type. which can be used to trigger an early procurement process. Each service part item generates a reservation in the back end system. If the customer accepts the quotation. The service type enables you to differentiate between the internal costs for services performed by a skilled employee and those performed by a trainee. For more information. choose Accept Quotation. At the same time. The hidden system status Quotation is deleted in the background. The withdrawal of service part items in the confirmation updates the stock levels at the relevant repair center. • Cost estimate You can change service part items or service items into quotation items by clicking Recreate quotation item in item processing. the hidden system status Quotation is deleted. • Confirmation of working times and service parts Following the repair. and internal bill-to parties. see Service Confirmations. 531 . When you set the status to Completed. Within the confirmation. the service representative confirms the actual working time and service parts used. If the customer rejects the quotation. see Tool.

• Delivery of product Following the repair. you create a return delivery item. The transaction types and item categories for in-house repair orders are predefined as follows in the standard system: Transaction Types Item Categories RREQ – Repair Request REPA – Repair RMAT – Service Material DGNS – Diagnosis LOAN – Loan Device Delivery LRET – Loan Device Pick-Up RSUB – Return for Repair RRET – Repaired Goods Delivery REPA – In-House Repair SCRP – Scrapping RTOL – Tool 532 . The repair order manages the loan devices. Prerequisites You have made all necessary settings in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints . Creation of In-House Repair Orders You create in-house repair orders if a customer brings or sends goods in for repair. You can enter in-house repair orders in the Customer Relationship Management WebClient user interface (CRM WebClient UI). you can send loan devices to your customers to bridge the gap during long repair times. Transaction Types and Item Categories You have defined the transaction types and item categories. • Loan device management During a repair.

.If the settings for these Customizing objects do not meet your business requirements. Action Profiles and Assigned Actions You have completed Customizing for actions: • You have defined action profiles and actions for both transaction types and item categories in Customizing for Customer Relationship Management by choosing Basic Functions Actions . see the Implementation Guide (IMG) for Customer Relationship Management by choosing Define Item Categories . Transactions Basic Settings Define Transaction Types and Make the following settings for delivery-relevant items: • • On the Definition of Item Categories screen: In field Assign BW/CO: Sales On the Customizing Item screen: In field Bill. For more information. Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions 533 . you must define this in Customizing. Relevance: External billing Define Item Category Usage You have defined item category usage in Customizing for CRM by choosing Settings Define Item Categories Usages Define Item Category Determination You have assigned the main items and subitems to one another in Customizing for CRM by choosing Transactions Basic Settings Define Item Category Determination Copying Control If you want to create in-house repair orders with reference to service processes or sales transactions. These settings are already available if you use the standard transaction types delivered by SAP. NOTE Transactions Basic . see Copying Business Transactions. you can copy the objects and modify the copies. For more information.

Buttons for Actions You have defined the text and icons for the buttons of the actions in the main item in Customizing for CRM by choosing Transactions Settings for Complaints Define Pushbuttons for Actions . 534 . Basic Functions Actions Actions in and Assign Action Profile Transaction Assign Action Profile to the Business Transaction Type • You have defined the schedule condition and start condition for each action definition in Customizing for CRM by choosing Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Conditions . you can define your own actions in Customizing.• You have assigned the action profile to the transaction type and item categories in Customizing for Customer Relationship Management by choosing to the Item Category. The action profiles and assigned actions available in the standard system include: Technical Name of Action Profile Description of Action Profile Description of Action Return for Repair Diagnosis Repair Repairs and Service Parts Loan Device Loan Device and Device Pick-Up Scrapping Service Part Item Tool Item Loan Device Pick-Up Delivery: Repair Technical Name of Action REPAIR_RETURN REPAIR_REQUEST REPAIR_DIAGNOSIS_ Repair Request Repair: Result of Diagnosis REPAIR_DIAGNOSIS REPARATUR REPARATUR_WKF RESULT_ITEM (Item) REPAIR_LOAN_DEVICE REPAIR_LOAN_DEVICE_WKF REPAIR_SCRAP REPAIR_SPARE_PART REPAIR_ITEM REPAIR_LOAN_DEVICE REPAIR_RETURN Repair Item Repair Loan Device Item Return for Repair REPAIR_SERVICE_TOOL REPAIR_LOAN_DEVICE _PICK_UP REPAIR_RETURN_DELIVERY If the action profiles delivered by SAP do not meet all your needs.

Transactions Settings for Complaints Integration Logistics Integration Define Transfer Parameters for the Goods Data Exchange for In-House Repair Orders: SAP CRM – SAP ERP Central Component (SAP ECC) For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC). Then in categorization. NOTE Items are only copied if they have a valid status. specify the reason for the in-house repair order. call this transaction up and use the Follow-Up button to create an in-house repair order. • You have assigned the questionnaire for the diagnosis report to the diagnosis item category (DGNS) in Customizing for CRM by choosing Transactions Settings for Complaints . see the "Prerequisites" section of Data Exchange for Complaints: SAP CRM – SAP ECC. This means that the system offers you the items contained in the preceding transaction so that you can decide which items you want to copy into the in-house repair order. 535 . Questionnaire for Complaints Define Determination for Questionnaires Scrapping Items in the In-House Repair Order You have defined the parameters for goods movement from the sales order stock for the item category for scrapping (SCRP) in Customizing for Customer Relationship Management by choosing Movement . Process You can create in-house repair orders with or without reference to a sales transaction or a service process.Questionnaire for the In-House Repair Order • You have defined the questionnaire for the diagnosis report in Customizing for CRM by choosing Transactions Settings for Complaints Questionnaire for Complaints Define Questionnaires . If you want to create a transaction with reference to a preceding transaction.

expenses. CRM Mobile Service. Integration CRM Transaction History You can create a service confirmation as a follow-up transaction that refers to service orders and in-house repair orders. For more information about serial number entry. Back-End Systems (SAP ERP Central Component (SAP ECC)) For detailed information on the flow of service confirmation-related data between SAP Customer Relationship Management (SAP CRM) and SAP ECC. Service Confirmations You can use the service confirmation transaction to report working time. Prerequisites The service confirmation transaction is predefined as follows in the standard system: 536 . and CRM Mobile Service for Handheld. For more information. You can use actions to trigger a variety of subsequent processes from the in-house repair order. service parts. see Creation of Service Confirmations.If there is a serial number available on the product. This function is available in CRM WebClient UI. enter it in the in-house repair request. see Data Exchange for Service Confirmations: SAP CRM . and tools used while performing a service. NOTE If you set the in-house repair order to status Completed. all sub items are automatically set to status Completed. see Serial Number Entry in Complaints and Returns.SAP ECC. How you use the actions depends on your business process.

• • Service parts used Expenses incurred You can confirm planned and unplanned expenses.• • Transaction type SRVC Item categories o o SVCM for service parts and sales items SVCP for service product items Date profile SRV_RM_ITEM1 – SAP Confirmation Service Item is assigned to this item category. start and end of work) Travel times You enter travel times in a separate service item using a service type and valuation type that you have defined for billing travel time (see "Billing" below). o o SVCE for expense items SVCT for tool items If the settings for these Customizing objects do not reflect your business requirements. such as expenses for hotel accommodation or miscellaneous materials that are not represented by service items or service part items. 537 . The working time of service representatives is documented with these date fields. you can copy them and modify the copies. The date profile contains date types such as SRVC_ACTUAL – Start of Work and SRVC_ACT_TO – Date Work Ends. Features Details of Services Rendered You can report the following key information in a service confirmation: • • Working times (duration. NOTE o You need to define products of the type Material to represent different types of expenses.

o • • • Reference object(s) for the service Technical details in Categorization Tools used Service Confirmation Functions Installed Base Update If an installed base is assigned to the confirmation. you can only assign a contract to a service confirmation manually. This function is available in the CRM WebClient UI. Warranty Check You can set up a warranty check in a confirmation to automatically determine valid warranties for reference objects. you can go to the installed base and update it. you could update the installed base if an installed object is to be replaced by another object while the original is repaired. 538 . For more information.o There is no integration with SAP ECC Travel Management for the processing of travel expenses. This function is available in CRM WebClient UI and mobile service. This function is available in the CRM WebClient UI. Contract Determination The system can determine valid service contracts for reference in a service confirmation. This function is available in the CRM WebClient UI. For more information. If you reference a service contract. For more information. see Warranty Check for Coverage of Services. see Counters. Counter Readings You can record counter readings for installed base components and objects in a confirmation. In CRM Mobile Service. details from the contract are automatically copied to the service confirmation. You cannot confirm expenses with Mobile Service for Handheld. see Service Contract Determination. For example.

you may want to bill the sales department instead of the executing cost center. Amount Allocation You can assign any of the following existing objects as alternative cost collectors for controlling: • Enterprise resource planning (ERP) internal order (differs from the default internal order for the service transaction) ERP work breakdown structure element (ERP WBS element) ERP sales order in SAP ECC Sales and Distribution (ERP sales order/item) ERP profitability segment CO-PA ERP cost center CRM order • • • • • For more information. 539 . Only fixed product prices downloaded from SAP CRM are available with Mobile Service for Handheld. For more information. see Controlling Integration and Amount Allocation with SAP ECC Integration. You define discounts and surcharges in pricing conditions. if a service is covered by a warranty. This function is available in the CRM WebClient UI. This function is available in the CRM WebClient UI. For example. but for a free-of-charge repair. Cost Allocation You can use an accounting indicator in a confirmation item to determine the settlement receiver for costs.Pricing Pricing for service confirmations takes place using the SAP CRM pricing functions. see Pricing. You can use an accounting indicator in a confirmation item to determine different prices for products. based on absolute or percentage discounts and surcharges for services performed under warranty. you may want to bill the quality department.

such as e-mail. see Billing. travel time. or letter. senior or junior service representative). overtime. This function is available in the CRM WebClient UI. Printing Service Reports You can print reports that provide a summary of a confirmed service activity by using the Output button on the overview page. the full range of CRM Content Management functions are available for managing document attachments. In service. Limited document management functions are available in mobile service. • You can split billing amounts among bill-to parties by using Amount Allocation with SAP ECC Integration. 540 .Billing Billing for service confirmations takes place using the billing functions in SAP CRM. In the mobile service application. This function is available in CRM WebClient UI and mobile service. you can run billing based on: • • • The resources planned in a referenced service transaction The resources actually confirmed in a service confirmation You can specify a service type and valuation type in a service confirmation item to determine different rates for billing (such as weekend work. fax. In SAP CRM. For more information. Create (Attached Documents) You can attach electronic documents to service confirmations at header and item level. This function is available in CRM WebClient UI and mobile service. In SAP CRM. Output Determination is used to define the relevant output methods. you generate reports using templates that are defined using the Document Generation component within the Mobile System Maintenance application (SAP also provides a predefined template).

You can create multiple confirmations for an order. Prior to submitting a confirmation. Items that you select are copied to the new service confirmation document. or create new items for services. and subjects. when you make a confirmation with reference to a service process for which assignments exist. reference objects. You can create service confirmations in the following ways: • As a follow-up transaction. you can add or correct data. materials. if you are required to make confirmations on a daily basis but require more than a day to complete an assignment. Prices. with reference to a service order or an in-house repair order The system automatically proposes the items planned in the transaction for selection. expenses. the status of the relevant assignment is automatically set to Completed and the service process is no longer visible in the resource planning tool. they can also confirm individually. for example. materials. The same applies to confirmations transferred to the CRM server from a mobile client. More Information Specifics for Mobile Service (Laptop) Creation of Service Confirmations You create service confirmations to report working time. and expenses associated with a service performed. NOTE o You cannot make a confirmation for several orders in a single document. as well as conditions and working times for assignments are defaulted from the product master data of the items into the order. or tools that were not originally planned in the order. 541 .Activities In SAP CRM. If multiple service representatives are working on an assignment.

the data cannot be processed in Controlling and Human Resources in SAP ERP Central Component (SAP ECC). however. or you have replicated the material master data from SAP ECC to SAP Customer Relationship Management (SAP CRM).o You can create one confirmation for multiple service representatives. the respective document flow must be defined in Customizing. Possible values include: o o 0 – Default value 1 – Entries possible. Prerequisites • You have either entered the serial number information in the product master. Processing ID is available for entering and displaying serial numbers. Prerequisites If you want to create service confirmations as follow-up transactions. In this case. the field Serial No. such as additional services completed at the customer site. For more information. see Copying Business Transactions. The system validates the serial numbers that you enter. but no check against master data 542 . you can create an confirmation that is not part of a transaction history. Serial number entry is possible in the CRM WebClient UI and in mobile service. In the CRM WebClient UI. Serial Number Entry in Service Confirmations You can use this function to enter serial numbers for service parts in service confirmations and update inventory management in SAP ERP Central Component (SAP ECC). • Without reference to any transactions For unplanned services that do not relate to an existing transaction.

• To improve performance during validation of the specified serial numbers by comparing them with the serial numbers in the system. you can use SAP Note 824780. You maintain serial numbers in SAP ECC and replicate them to SAP CRM. You can use the field Serial No. A material is serial number-relevant if a serial number profile is defined at plant level in SAP ECC. You can change the replicated information in SAP CRM. Features Maintaining Serial Number Information The serial number information indicates whether serial numbers are relevant for a certain product. we recommend creating an index for fields TYPE_OBJECT and SERIAL_NUMBER for the CRMD_SRV_REFOBJ table. Processing ID on the CRM WebClient user interface to enter serial number information. if necessary. You can also get the serial number information by replicating the material master data from SAP ECC to SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). The serial number information is replicated from SAP CRM to the mobile client as part of the product master data. and the goods movement requires a serial number to be entered.o o o 2 – Check object in CRM 3 – Check object and serial number in CRM 4 – Check for serial number in SAP ECC NOTE To activate the field for use (set type CRM_SERIALNUM. and how a serial number created in a document should be validated. Maintaining Serial Numbers You have the following options for maintaining serial numbers: • • You enter serial numbers as objects in SAP CRM. 543 . attribute SERIALNO_PROCESSING).

from SAP ECC to SAP CRM. As you enter the service part. You can use the Business Add-In (BAdI) BAdI: Check Reference Objects (CRM_SERVICE_OS_BADI) to tailor these checks to your needs. the Serial Number field is available for this purpose. 1: Serial number entry is allowed. the entry field is not available for input. Replication of Serial Numbers from SAP ECC to SAP CRM. Checking the Serial Numbers Entered in the Documents The checks available in the standard system are listed below. • You can enter serial numbers for service confirmations manually using the mobile client. 544 . The serial numbers appear in SAP CRM as objects. the system ensures that the product is not changed any more. In the general data for the service part item. depending on the value in field Serial No. Entering Serial Numbers in the Service Confirmation in SAP CRM • For service parts in service confirmations in the CRM WebClient UI. 3 and 4: Serial number entry is required. For more information. If the quantity you entered for a service part is greater than one. you can enter other serial numbers in the Reference Objects assignment block by using Edit List. see Replication of Equipment Between SAP CRM and SAP ECC and Replication of Equipment Configuration Between SAP CRM and SAP ECC. to which serial numbers can be assigned. o You can replicate equipment. • You maintain the serial numbers exclusively in SAP ECC. Processing ID. the system checks whether serial numbers can be entered or must be entered: o o o 0: It is not possible to enter serial numbers. For more information. The pieces of equipment are represented in SAP CRM as objects of an installed base.o You can replicate serial numbers that are not linked to equipment from SAP ECC to SAP CRM. see Serial Number Download. • After the serial number is entered. you can enter serial numbers manually. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Sales Transactions Business Add-Ins • . and Replication of Serial Number Configuration from SAP ECC to SAP CRM. 2.

• Quantity check: The system checks whether the service part item quantity agrees with the number of serial numbers that were entered. 3: Check according to points 2 and 4. Serial Number Replication from SAP CRM to SAP ECC After the service confirmation is saved (status Completed). Statuses in the Service Confirmation The service confirmation can have the following statuses: • • Open Completed 545 . and corresponding serial numbers to SAP ECC and triggers goods issue and material posting for the service parts. • Accuracy check: Depending on Customizing in the product master (field Serial No. This depends on the plant and storage location (plant storage area. the system transfers the service confirmation with the service parts. consignment stock at customer site. quantities. Processing ID). the existence of serial numbers is checked as follows: o o o o o 0: No checks 1: No master data or quantity checks 2: Check whether serial number exists in SAP CRM in an object. consignment stock of the service representative). • Duplicate check The system checks to make sure that the same serial number was not already entered in the same document. 4: Check the serial numbers that were entered against the serial numbers recorded in SAP ECC The system checks whether the service part with the serial number that was entered is in stock.

If you find that the document is incorrect. changes made to stock as the result of service parts being confirmed. When you set the Completed status. or to Distribution Incorrect if distribution fails. you must cancel it (see below). 546 . You can still make changes to the confirmation document when it is in this status. no further status changes are possible. the system sets the status Distribution Lock in parallel with the Open status. for example. Completed Status You set this status manually either at item level or header level. Open Status Status Open is the initial status. you can no longer make changes to it. To prevent the document from being transferred to integrated SAP ERP systems and SAP CRM Billing. and is set by the system when a confirmation is created. This status subsequently changes to Distributed if distribution is successful.• Cancelled Internally and Billing Cancelled These statuses are valid at both document header level and item level. the system sets the corresponding To Be Distributed status. As soon as a document has the status Completed. If you manually set all items to Completed. Once a document has one of these statuses. the system automatically sets the header at Completed. • Documents that have already been distributed for billing and internal processing Cancellation documents are generated to reverse postings made in integrated SAP systems. Cancelled Internally and Billing Cancelled You can use these statuses to cancel the following: • Documents that have not yet been distributed The document is canceled in SAP CRM to prevent it from being distributed.

products. This information can reside in different physical systems. see Case Processing in the Interaction Center WebClient. transactions. such as business partners. You can also use Case Management to process problems and issues that involve multiple processing steps or multiple processors. Case Management therefore supports the processing and communication flow between organizational units and helps you to increase processing efficiency. manage. and process information about a complex problem or issue in a central collection point. you can group diverse information. the case.Case Management Case Management enables you to consolidate. and documents. Within a case. For more information about the scope of Case Management in the IC WebClient. such as power outages Insurance claims cases Services in government agencies SAP provides predefined case types to support the following scenarios: • • General incident tracking Disputes regarding customer invoices and payments in the telecommunications industry Prerequisites You have made all the necessary settings in Customizing under Case Management . Customer Relationship Management 547 . SAP provides the framework for processing issues in different industries and scenarios for Case Management: • • • • Incidents relating to complex or expensive products for which you provide technical services Issues in the utilities industry. Case Management contains various functions and features that are applicable to different scenarios. including the Interaction Center (IC) WebClient.

you may need to make further settings. Features • CRM Cross-Application Components Multilevel and you need to perform additional tasks in the CRM WebClient UI for the IC Manager Linking existing business objects to a case: You can link CRM business object types to a case. • Linking activities to a case: From Case Management you can directly access activity management. Depending on your business processes and system landscape.SAP provides standard Customizing settings that enable you to run Case Management with few or no modifications. The section Extended Customizing of Case Management Customizing contains more specific settings if you have special requirements. see CRM Content Management and Document Management. • Linking electronic documents. installed base components CRM sales and service business transactions Problems and solutions from the knowledge base • Assigning and displaying the involved parties: When you assign or link involved parties with a case. for example: o o o o Business partner Products. to a case: Content Management functionality enables you to structure documents. and link archived documents. To do this. You only need to maintain the Special Settings section under Extended Customizing in exceptional cases. You can create multiple activities to plan and track the required processing steps for 548 . or define a case closing profile. Furthermore. you must have already set up Multilevel Categorization. You do this in the Customizing for CRM by choosing Categorization role under Process Modeling. such as forms and policies. you can determine linked objects residing in systems other than your SAP CRM system to cases. you require assistance from an experienced consultant. If you want to use reference categories. you can define a minimum and maximum number of partners that must be entered for the various partner functions for each case type. objects. For more information. In Customizing you can define partner determination procedures using a Business Add-In (BAdI) for each case type and assign partner functions only using the existing BAdI. or set up case archiving. you can assign partner functions and specify the main business partner. For example. however.

You can use activity templates that are linked to categories to create additional activities and to link them to the case. You can use the reference category to run reports in SAP NetWeaver BI. To do this. This change history helps you to track changes to case attributes. Entering case notes: You can enter notes if you want to record case-specific information. Change history: Changes to a case are automatically recorded in a log.a case. and unlinking of business objects in a case. see Case Authorizations. Status management: You can assign customer-defined statuses to cases. You can also restrict access to specific information within an authorized case type. You define categorization in CRM using multilevel categorization. For more information. You can use document templates that are assigned to categories to create documents within a case. 549 . Actions allow you to process cases more efficiently. you can define a time version of the reference category. For example. you can define actions for sending e-mail messages. • Creating and linking actions: You can create and link actions from within a case. You can categorize notes by assigning them a note type. creating and linking service orders. By assigning extended attributes. You can assign an activity to a person responsible who is not necessarily the case processor. You can also make a note of the reason for linking objects to a case next to the objects themselves. Authorizations: You can use enhanced authorization control using the Access Control Engine to enable sensitive information to be handled confidentially and only be made visible to authorized persons. You can also link existing activities to a case. For more information. Case notes are stamped with the name of the user who created the note and the date and time of creation. For more information. see Actions. Processors can generate a list of activities for which they are assigned as person responsible. You can use reference categories to include various business objects and functions in your case processing. You can restrict authorizations to view or change cases and case notes. based on case types and note types. You define the system status in Customizing where you specify which status changes are permitted. see Activity Management. These notes are always assigned directly to the case and facilitate communication between agents. which allows you to control case processing. with a user. you need to define subordinate cases. Case hierarchies: You can manage associated cases in a hierarchy. Using case categories: You can categorize cases and analyze the data in SAP NetWeaver Business Intelligence (SAP NetWeaver BI). linking of business objects to a case. Using reference categories: You can assign a reference category for multilevel categorization at case header level. date and time stamp.

you have set the flag for the corresponding Content Management profile in Customizing at Customer Relationship Management → Interaction Center WebClient → Basic Functions → Maintain Content Management Profile. • • Saving to a database Versioning • Grouping of thematically-connected content objects by using folder templates To use folders and documents in the various applications. the system requires anonymous logon data for the service /default_host/sap/bc/contentserver for HTTP access to the content server. You can use CRM Content Management to enrich CRM business objects such as products. or you can choose to create a new case type from a list of case types. CRM Content Management Purpose High-performance Content Management is an important component of a successful CRM landscape.In Content Management. • Metadata management 550 . product catalogs. When you copy a case. For more information. to see the documents in the search result with a folder structure. or business partners with “unstructured” data. a case of the same case type is created. • In the Interaction Center WebClient. you can define folder templates. To display documents in the People-Centric UI. • The service '/default_host/sap/bc/contentserver' is active.Creating new cases: You can create a new case from an existing one and use it as a template. the system accesses the relevant Content Management functions. which contains anonymous logon data and refers to the target element '/default_host/sap/bc/contentserver'. which in turn must be assigned to the relevant business object types. see the Implementation Guide at Customer Relationship Management → Basic Functions → Content Management → Define Templates for Folders. CRM Content Management offers the following functions: • • Integration of the user interface with the various CRM applications Linking of documents and business objects • Technical Content Management functions such as folder management and saving documents to content servers. In Customizing you define which business object types you want to link together. Prerequisites • You have used transaction SICF to create an external alias '/default_host/sap/bc/contentserver'. this data is called Documents. Integration of business objects from an integrated SAP ERP system: You can link business objects from an integrated SAP ERP system with a case. Features When processing business objects.

For more information. To do this. see the Implementation Guide at Customer Relationship Management → Basic Functions → Content Management → Define Document Templates. • Content search: You can search for all the documents in Content Management. This function does not exist in the IC WebClient. that is. This function does not exist in the IC WebClient. In Customizing. • • Integration of Internet documents by entering the appropriate URLs Import and export of documents • Where-Used list: You can display a list of all business objects to which a given document is assigned. Special Features in the SAP GUI • Import and export of documents with blocking function • Creation of personal. in Customizing. 551 . you can also search for documents that belong to other business objects. • Document templates: You can define templates for your documents that will be available to you later in Content Management.• Integration with the ArchiveLink functionality. Additionally. you can create ArchiveLink documents from Content Management. you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions.and generally visible notes on document level The graphic shows the layout of the Content Management interface. select Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink.

To export a document.Special Features in the People-Centric UI • Personalizable display of document properties: Use the Personalize button to make a selection of all the available document properties. choose Digital Asset. select Add. • Import of documents to the People-Centric UI: To import documents. choose File -> Save as from the browser menu and enter the required target directory. you can also display the folder. Special Features in the Interaction Center WebClient • Content search: In the search result. open the corresponding document in the browser. faxes. see Digital Asset Management. for example. to be able to assign documents on folder level more easily. Furthermore. • Add documents as appndices to e-mails. the search result is arranged more clearly. and then select Add document. enter the document path and a name. • Linking digital assets to business objects: To link digital assets to business objects. folder Documents: For more information. find the digital asset via Search and link it to the business object. or to scanned letters Constraints 552 . You can see the assigned digital assets in the Ext.

Content Management can only be applied to the various areas of the CRM system. 553 .There is no cross-system integration outside of CRM. Changes to a document are saved as a new version of the document in CRM Content Management. When you create a case. that is. Document Management Case Management supports a variety of functions to make documents in electronic formats available in cases. You can upload these from the Content Management system or set a link to them.com → SAP R/3 and R/3 Enterprise → SAP Library→ SAP NetWeaver Components → SAP Web Application Server → Basis Services/Communication Interface (BC-SVR) → Knowledge Provider (BC-SVR-KPR). Additional Information For technical information about Content Management. or you can also create folders or structures of folders to flexibly structure existing documents. You can even work with document templates from CRM Content Management. see the SAP Help Portal at help. Each record document occupies its own instance node in the record hierarchy. Documents In Case Management. it is not possible to share content with systems outside CRM. Features Records You can use the case record structure to link record documents to the model nodes provided in the record.sap. You can edit the list of records linked to the case and the type of record. The assigned record model predefines the respective object (record documents or other business objects such as business partners) for each model node. you can upload attachments from your hard drive or you can link to documents on your hard drive. you can process case documents using an unstructured collection of case documents. You can always access and manage the documents by using CRM Content Management or SAP Product Lifecycle Management. All documents that are linked to cases are physically saved in CRM Content Management or ArchiveLink.

You can upload a URL as an attachment. It is then a link to any valid external or internal Web site. A notes document is attached the case but does not appear in the record structure. Records Management guarantees this quick access. By converting paper records to electronic records. you can upload documents from SAP PLM. you can overwrite it with the most current one from your hard drive. you can enjoy all the advantages of a paper-free office: No storage costs for records. However. no cost-intensive copying procedures. It is a separate element. If you want. it is saved as a new version. in this case no version management occurs. You can enter Office documents 554 . Attachments In Case Management. you can attach the document as a link or append the actual document to the case. Quick access to information is a key factor for performing business successfully. However. In one record. but also offers functions that far exceed those available for conventional records management: you have fast and secure access to archived documents. You can also upload a document from a local hard drive and attach it to the case. If you upload a document from Content Management and you edit the document. or from the Content Management system. More Information SAP Records Management Editing Tool for Record Models: The Records Modeler SAP Records Management Purpose Records Management is a standard solution for the electronic management of records. all information objects of a business transaction are grouped together in a transparent hierarchical structure. If there is an existing attachment linked to the case with the same name. and optimal retrieval of information.Activities You can assign activities with case notes to a case. SAP Records Management not only provides an electronic representation of the conventional paper record.

Before you can create record models.and notes directly in a record. In addition to documents. the integration of the WebFlow Engine and an ad hoc workflow tool enables you to efficiently control your processes from the record: Predefined workflows can be included in a record and started from the record. You can include Internet or intranet pages in a record. This process is logged and can be traced from within the record. Access to information is facilitated. Editing Tool for Record Models: The Records Modeler Use You use the Records Modeler to create record models. users send record elements in an electronic circular to employees and determine the employees’ tasks. however. because all the information objects for the whole record are available in one structured view. If they do so. Users can. an element type for record models must already exist in registry maintenance. you must release it and assign it to an element type for records (which is a value for the connection parameter MODEL_ID). 555 . from other SAP systems. Features The Records Modeler screen is divided into two areas. Clicking on an object in this view displays it directly. using document templates if required. Integration You can only reach the Records Modeler through the Records Organizer (see Navigating to the Records Modeler). You can then create records for this element type. or from nonSAP systems): • • • Business Objects Transactions Reports These integration options mean that the record provides a universal view of all the information objects that exist for a business process. After you have created the record model. you can also integrate other diverse electronic elements (the elements can originate from the local SAP system. The user no longer has to navigate through systems to find information objects. In addition. also define ad hoc workflows in the record. Choose to hide the Organizer navigation toolbar. The records then adopt the structure of the record model entered.

This function is only offered if the element type chosen for the record model permits transport to subsequent systems. Choose to display these versions. • 556 . Toolbar The toolbar is above the main window. Save as Local File: You save the record model as an XML file on your hard drive. If you save the record model as a new version. You can customize the columns in the tree. All versions will then be displayed in the hit list. see Assigning Attribute Values). • • Other Model: You can call all record models that belong to the same element type as the current record model. and hence cannot be redisplayed. You can decide whether you want to save the status as a continuation of the current version. Choose Model to display a menu that offers functions for the whole record model. For further details on this. You can change the values of the maintainable attributes at any time (for more information. Load Local File: The file selection box for your hard drive is displayed. use the deactivation function (see below). or as a new version. Choose to save the current status of the record model. This provides the following functions for editing the record model: Choose to change the mode (display/change). and it must correspond to the XML schema specified by SAP for the record model. • • • Administration → Log Entries: You display the log of all activities executed on the record model.Left-hand screen area The left-hand screen area has the following sections: Overview of the record model The main window contains an overview tree of the record model. (for a description of the status values. Administration → Transport Entry: You write a transport entry for the record model. To access old versions. The change in status from Initial to Released is irreversible. Administration → XML Representation: You can display the underlying XML code of the record model. The following functions are available: • Change Status: A dialog box is displayed. from which you can select an existing record model to upload. in which you can assign a new status to the record model. Note: Element instances cannot be saved. The search dialog box is displayed (see Searching). Choose to display the attributes of the record model and their values. To make nodes in released record models invalid. Instance nodes are therefore displayed as structure nodes. see User-specific settings. see Status Bars). deselect the Only Current Results check box in the dialog box for searching for record models. Prerequisite: The record model must be saved in XML format. you can access the previous version at any time.

you need to delete the node or sub-tree from its previous position. Status bars A status bar is displayed directly under the toolbar. You can create records using this record model. If the selected node has nodes beneath it in the hierarchy. If you have changed the status of a record model to Released. and the unique name and version number of the record model. Use to rename a node. Another status bar is displayed at the bottom of the screen. but you can create further nodes. Use to delete a node. This shows the current status of the record model. 557 . Use to create a new node. the current mode (a symbol for either Display or Change). Use to edit a node. If you want to move and not Use duplicate the selected node. Use to deselect a node. Released: You cannot change existing nodes of the record model. In the right-hand screen area you see the detailed display (see below). This selection is in addition to simple selection by positioning the cursor on the node. You can create records using this record model. to deactivate a node or subtree. Use and to expand/collapse a subtree. you can only extend it. the whole subtree is deselected. Use Use to activate a node or subtree that was previously inactive. Final: You cannot make any further changes to the record model. see User-Specific Settings. This is where you determine the content and attributes of the new node. If the selected node has nodes beneath it in the hierarchy. Use to select a node. This shows the tool you are currently working in.• User-specific settings: For details. You can use the deactivation function to specify that this subtree will not be visible in any future records based on this model. If the selected node has nodes beneath it in the hierarchy. You cannot yet create any records for this record model. the whole subtree is deleted. to insert the selected nodes or sub-tree at the cursor position. This is where you change the content and attributes of the node (see Creating a Record Model). In the right-hand screen area you can see the detailed display (see below). The status values have the following meaning: • • • Initial: The record model is under construction. You need this selection when reassigning nodes (see below). the whole subtree is deleted. you cannot delete any nodes.

In Customizing choose Customer Relationship Management Case Management Extended . By default.• Obsolete: The record model is invalid. For information on the individual entries. or choose . The processing flow of a case is defined by activities and processors that are assigned to the case. or problem that requires processing. 558 . You can define additional authorization rules using the ACE so that specific groups can access particular cases. see Creating a Record Model. incident. double-click a node in the lefthand screen area. To hide the status bar. there is a description of the sample implementation delivered for reference. A default implementation is provided in the standard delivery that you can activate or deactivate. The records that have been created using this record model still exist. If you want to create your own implementation. choose the cross icon at the beginning of each line. Right-hand screen area To display the detailed view of the node in the right-hand screen area. You cannot create any further records using this record model. Customizing ACE Implementation for Case Management More Information CRM Access Control Engine Case Authorizations Case A structured collection of information related to an issue. Enhanced Authorization Control for Case Access Using ACE You can use the Access Control Engine (ACE) to flexibly control access to CRM cases. access is granted only to cases assigned to the same organizational unit.

and change date. on which generic SAP Case Management and CRM Case Management are based. You can create a case when you establish that an issue extends beyond a single business partner or transaction. status. priority. Example You receive recurring complaints about a product defect and decide to create a case to monitor these. Structure A case can contain the following information: • Case attributes These include case type. and also the complaints 559 . processor. creation date. escalation reason. In addition to the existing hierarchical case structures (subcases.Cases allow you to group related objects in a central collection point that serves as a single point of access for processing an issue. You then link the affected case business partners and product involved to the case. or involves many processing steps. but do not form a hierarchy. objects. you can link cases which are related. case category. cause. • • • • Electronic documents Activities Log of changes made to the case You can show the relationships between cases by defining a hierarchy of cases. • • • • Case notes Parties involved Case category Business objects: o o o o o Transactions Products. higher-level cases). installed base components CRM sales and service business transactions Attachments SAP ERP Contract Accounting documents You can enable users to link additional business objects by extending the record model for the case. Record models are part of SAP Records Management. employee responsible.

function profile. This is created in Customizing and contains various settings. You can display all related cases and from the overview page. However. you can edit the list to add. cases are structured in a hierarchy where they are independent from each other. write a note describing the reason for opening a case. and terminology profile.documents already created to record complaints about the product. Each case belongs to a case type. cases may contain similar data or features or have a common element. status profile. which brings you to the active case information where you can edit it. as well as give a reason for linking it. you can edit nonarchived. and assign the case to a processor. However. text profile. click the hyperlink associated to the case. modify or delete a related case. Normally in Case Management. related cases. case type (BC-SRV-CM) Case Management (BC-SRV-CM) A classification of cases. for example. You set up authorizations by defining values for authorization objects in authorization profiles and then assigning them to users or user groups via roles. Case Authorizations You can use various authorizations in Case Management to control user access to case information. an attribute profile. 560 . Linking Related Cases You can link related cases that do not form a hierarchy. To edit information. As a result you can link these cases to gain a better overview of related cases. You also create an initial activity Perform technical analysis. You cannot set a link to cases that have been archived.

You maintain authorization objects for user or roles in the SAP menu ( System Administration User Maintenance ). Architecture and Technology For more information about authorizations. S_SCMG_CAS (Case Management: Case) This object defines authorizations for entire cases. 561 . change. for example. At runtime. or delete SCMG_KEY: Key for authorization check This field is a user exit that is relevant for authorization checks using the Business Add-In (BAdI) SCMG_AUTHORITY_S (method DETERMINDE_KEY). It contains the following authorization fields for which you can define values to control authorization: • • • CASETYPE: Case type SCMG_ACT: Case processing activity. see SAP Authorization Concept. If the user does not have the correct authorization level. see The Authorization Concept for Working with Records Management (and subsequent sections) and The Authorization Concept for Customizing. In addition to these. • SCMG_LVL: Authorization level This field controls user access and processing activities dependent on the authorization level assigned to a case. create. The values that you can enter for this field are specified in the Case Management Customizing activity Basic Settings Determine Permitted Values for Case Attributes Create Values for . you also require the SAP Records Management authorization objects. The BAdI generates a new key each time the authorization check is run. For a description of the SAP Records Management authorization objects. These are also included in the predefined roles. they cannot execute the activity. The following authorization objects are specific to Case Management. In this field. the system checks whether the user has authorization for the Authorization Levels authorization level currently entered in the case. you can enter a current value for a field of an application. This field is only checked if this BAdI is implemented.

Display) CASETYPE: Case type SCMG_FIELD: Attribute field This field controls whether a user can display or change a case attribute. the system checks which. if either. It contains the following authorization fields for which you can define values to control authorization: • • • ACTVT: Activity (Change) CASETYPE: Case type ORDER_NO: Status 562 . • • SCMG_ROLE: Role of the user in relation to the case (see above) SPS_ID: Element type within a case S_SCMG_STA (Case Management: Status) This object defines authorizations to change the case status. Note that the value C is only relevant for SAP Dispute Management (FIN-FSCM-DM). If the user does not have authorization for a role or is neither a processor or person responsible. It contains the following authorization fields for which you can define values to control authorization: • • • ACTVT: Activity (Change.• SCMG_ROLE: Role of the user in relation to the case (see above) This field controls user access and processing activities dependent on the user's current role as defined in the case header data. At runtime. Case processors have the role Processor or Responsible if they are currently named in the case header as in the processor or person responsible respectively. You can enter the value P (Processor) or R (Responsible) for this field. they cannot execute the activity. • SPS_ID: Element type within a case S_SCMG_FLN (Case Management: Field-Level Authorization) This object defines authorizations for the attribute fields in a case header. of these roles the case processor currently has.

you can also see the details of the relevant status profile. the administrator assigns authorizations to the users that determine which actions a user can execute in the SAP system. On the basis of the authorization concept. 563 . programs. The user administrators then assign the corresponding roles using the user master record. as business objects or transactions are protected by authorization objects. • SPS_ID: Element type within a case S_SCMG_TXT (Case Management: Notes) This object defines authorizations for case notes. after he or she has logged on to the system and authenticated himself or herself. The following graphic shows the authorization components and their relationships. the system checks whether the user has authorization for the relevant type of text to determine whether the user can perform the desired activity for the text.The status that you enter here is the user-defined status. and services in SAP systems from unauthorized access. Display) CASETYPE: Case type SPS_ID: Element type for case notes TEXTID: Text ID The values that you can enter for this field are specified in the Case Management Customizing activity Extended Customizing Create Text Profile Create Text IDs . Change. The authorizations are combined in an authorization profile that is associated with a role. At runtime. To access business objects or execute SAP transactions. as defined in the Case Management Customizing activity Extended Customizing Create Status Profile. AS ABAP Authorization Concept The ABAP authorization concept protects transactions. If you select values for this field using F4 Help. It contains the following authorization fields for which you can define values to control authorization: • • • • ACTVT: Activity (Add or Create. a user requires corresponding authorizations. The authorizations represent instances of generic authorization objects and are defined depending on the activity and responsibilities of the employee. so that the user can use the appropriate transactions for his or her tasks.

Changes to the authorization rights take effect for all users whose user master record contains the profile the next time they log on to the system. To minimize the editing effort if you are using authorization profiles. Users who are already logged on are not immediately affected by the changes. Is generated in role administration from the role data.Explanation of the Graphic Term User Master Record Notes These enable the user to log onto the SAP system and allow access to the functions and objects in it within the limits of the authorization profiles specified in the role. Single role Is created with the role administration tool and allows the automatic generation of an authorization profile. Composite role Generated authorization profile Manual authorization profile 564 . The user master record contains all information about the corresponding user. The role contains the authorization data and the logon menu for the user. but rather authorizations combined into authorization profiles. Changes only take effect when the user next logs on to the system. Users who are logged on when the change takes place are not affected in their current session. do not usually enter single authorizations in the user master record. Consists of any number of single roles. including the authorizations.

a combination of permissible values in each authorization field of an authorization object. If you change authorizations. to an application (financial accounting. Authorizations allow users to execute actions within the system. An authorization enables you to perform a particular activity in the SAP system. human resources. For an authorization check to be successful. you can edit authorizations in the following ways: You can extend and change the SAP defaults with role administration. These changes take effect for the relevant users as soon as you activate the authorization. for example. 565 ● ● . As a system administrator. Authorization objects are divided into classes for comprehensibility. The line of the authorization is highlighted in yellow. An object class is a logical combination of authorization objects and corresponds. all users whose authorization profile contains these authorizations are affected. Composite profile Authorization Consists of any number of authorization profiles. The line of the authorization object class is highlighted in orange. For information about editing the authorization values. but rather do so automatically with the role administration tool. all field values of the authorization object must be appropriately entered in the user master record. You can also allow all values. it compares the field values specified in the program with the values contained in the authorizations of the user master record. An authorization object allows complex tests of an authorization for multiple conditions. Definition of an authorization object. that is. The program determines whether the user has sufficient authorization for a particular activity. based on a set of authorization object field values. To do this. double-click an authorization object. The programmer of a function decides whether. Authorizations allow you to specify any number of single values or value ranges for a field of an authorization object. and so on). You can change authorizations manually. Authorization object An authorization object groups up to ten fields that are related by AND. The line of the authorization object is highlighted in green.We strongly recommend that you do not assign profiles manually. or allow an empty field as a permissible value. where and how authorizations are to be checked.

It is connected to the data elements stored with the ABAP Dictionary. and finally level 3. then level 2. an authorization check for an element in its own repository is only successful if these authorization checks have been passed. see the SAP Library. Level 3: Authorization check using the authorization objects of a Service Provider (as long as this has implemented an authorization check) As a general rule. profiles. To produce a plan. and authorizations. More information: Assigning Authorizations Authorization Checks Authorization Checks in Your Own Developments Authorization Check Scenario Role Administration The authorization concept for working with Records Management has three levels. Level 2: Authorization check using the Records Management authorization object.Authorization field Contains the value that you defined. We recommend that you regularly revise the authorization plan so that it always meets your requirements. • • • Level 1: Authorization restrictions for defining views. 566 ● ● ● ● ● The Authorization Concept for Working with Records Management . Define standard roles and procedures for creating and assigning roles. you must add authorizations to your developments yourself (see Authorization Checks in Your Own Developments). For more information about transporting these objects from one client to another. The development of a stable and reliable authorization plan is an ongoing process. If you develop your own transactions or programs. You then need to assign the authorizations required for these tasks in the SAP system to each user. To be able to successfully implement the authorization strategy. profiles. The objects (such as authorizations. or roles) are assigned per client. you must first decide which users may perform which tasks in the SAP system. or from one system to another. you need a reliable authorization plan. Level 1 is checked first. user master records. in the in sections Transporting Authorization Components and Change and Transport System (BC-CTS).

the administrator can determine for which roles each node is visible. the user will see all the element types that exist in the current RMS. when calling a record) For every element type and every element that is displayed as a node in the list. The role-based view is designed to simplify navigation from the initial screen for the user. To display individual elements. and structure nodes. • • • RMSID: SPSID: ACTVT: ID of an RMS ID of an element type Number of an activity. the authorization is restricted to this value. The views are each assigned to one or more users. If you enter a value here. The user can therefore only create elements for element types that are assigned to the visible nodes. When users create a record using a record model. If the check fails for an element or an element type. • Calling activities for an element 567 . If no rolebased view is created. the element type (SPS ID). If you do not want to set any restrictions. The role-based view contains element types and elements that users with that role need in their everyday work. You can enter more than one value for each field. a user can determine which nodes are visible for which roles. the node for the corresponding element/type is not displayed in the list. Controlling Views in Records Browser In a record. the system checks whether the user has authorization for the current RMS. as well as for nodes that have elements assigned to them. and the Output activity. Level 2: Authorization Check Using the Records Management Authorization Object The general authorization object for Records Management is called S_SRMSY_CL. It has the following authorization fields: You can use the fields to restrict the authorizations within an authorization object. model nodes. Creating Views in Records Modeler When creating a record model. Creating Views in Records Organizer The administrator can create a role-based view and assign it to a user role. This is valid for model nodes that do not yet have any elements. and instance nodes are only displayed if they have been defined as visible for their role.Level 1: Authorization Restrictions for Defining Views Prerequisite: User roles have been defined. structure nodes. the user would then have to use the Search activity. The following values are permitted: o o o • 33 Read (execute non-change activities) 34 Write (execute change activities) 35 Output (list display) This authorization check is carried out before the user performs the following actions: Displaying element types and elements as nodes in a list (for example. This applies to all elements within Records Management. enter ‘*’.

you only need the authorization objects S_FRA_AREA. level 3 is omitted. Authorization object S_FRA_AREA This authorization object relates to the entity area and has the following fields: • ACTVT Number of an activity. If this check fails. The following values are permitted: 568 . There are five authorization objects for registry maintenance. the system checks whether the user has Read authorization for the RMS and the element type of the element. Edit. The SP for records offers one other authorization check. For service providers that do not implement their own authorization check. For the activities Create. see The Authorization Concept of the Generic Service Provider. the generic service provider. For maintaining an RMS and element types without the implementation of additional service providers . Display. Level 3: Authorization Check Using Authorization Objects of the Individual Service Providers Service providers can implement their own authorization checks. For more information. and S_FRA_SPS. • SP for circulars and process routes For more information. Information. the system checks whether the user has Write authorization for the RMS and the element type of the element.For the activities Search. and Log. The following service providers supplied by SAP have an implemented authorization check: • • • • • • • SP for records SP for record models SP for documents SP for document templates SP for notes SP for administration data of paper documents SP for file plans The service providers named above are all based on the same back end. see Authorization Check for the Service Provider for Records. The authorization check for all these service providers is therefore identical. This authorization check is called in connection with the authorization check of the general Records Management authorization object. see The Authorization Concept for Circulars and Process Routes. a message is displayed stating that the user does not have authorization to execute this activity. The Authorization Concept for Customizing The activities within the IMG activity Registry Maintenance are linked to authorizations. and Delete. S_FRA_SP. For more information.

• • • • ACTVT F_AREA_ID F_SP_ID F_SPS_ID Number of an activity (see above) ID of an area ID of a service provider ID of an element type Authorization object S_FRA_CLRO This authorization object relates to the entity class role. • • • ACTVT F_AREA_ID F_SP_ID Number of an activity (see above) ID of an area ID of a service provider Authorization object S_FRA_SPS This authorization object relates to the entity element type. The object has the following authorization fields: • • ACTVT F_SPTY_ID Number of an activity (see above) ID of the service provider type Case Processing in the Interaction Center WebClient A case is a structure that contains all different business objects or business object types that are linked or can be linked to a call. The object has the following authorization fields: • • ACTVT F_CLRO_ID Number of an activity (see above) ID of the class role Authorization object S_FRA_SPTY This authorization object relates to the entity service provider type. You can use this application to process cases in the Interaction Center (IC) WebClient. if required.Create (01) Display (03) Change (02) Delete (06) • F_AREA_ID ID of an area Authorization object S_FRA_SP This authorization object relates to the entity service provider. Cases can also be post-processed in CRM Enterprise. 569 .

Customer Relationship Management Interaction Transaction Define Categorization Profiles • You have set up automatic routing under Center WebClient Business Transaction Define Automatic Routing Features Many of the Case Management features available in the Interaction Center WebClient are available in other applications of Case Management. If you open a case in the agent inbox. the view set Cases is displayed automatically. Management Interaction Center WebClient Business Transaction Case Management In this section. You can e-mail cases found using the Knowledge Search to internal and external parties.Prerequisites • You have made all the necessary settings in Customizing under Management Case Management . . 570 . Case header information and attachments are sent. but can be used in other applications. documents and business objects as well as to search for cases based on the long text description of business objects. you have to set this up in Customizing for Customer Relationship Management by choosing Define Navigation Bar Profile . you can use the separate case search if you have set this up in Customizing. If you want to use the separate case search. The following are features that are more specific to the Interaction Center WebClient. You have made all necessary settings in Customizing under Customer Relationship • Customer Relationship . Interaction Center WebClient Basic Functions Use the text search function in the Knowledge Search to search for case notes. • You have set up multilevel categorization in the Customizing under CRM Cross-Application Components Multilevel Categorization and Interaction Center WebClient Business . • Case search You can search for cases in the agent inbox using different selection criteria. you can define filters for displaying case details and define profiles for case processing. Alternatively.

In Customizing you can define partner determination procedures and partner functions for each case type. • Defining multilevel categorization You can categorize multilevel cases and use the different categories to display automatic object suggestions. you can create a follow-up action for the case. see Knowledge Search in the Interaction Center WebClient and Knowledge Search in SAP CRM. an appointment or a sales call. such as other cases or business partners to display information about them. including their statuses.For more information. After you have searched for a case and displayed it. such as solutions from the knowledge database. For more information. you can assign partner functions and specify the main business partner. or display the classification or the change log for all actions that have occurred in this case. for example. o You can display the case hierarchy in relation to other cases it is linked to. you can define a minimum and maximum number of partners that must be entered for the various partner functions for each case type. This function only works for cases that are still open. see Multilevel Categorization. • Displaying assigned actions and assigning follow-up actions If you click Actions. You can create a case when in a transaction by clicking the Cases view set and selecting the case type and entering the case details. If you click Follow-up. Furthermore. you can display any actions that are linked to the case. • Replacing views 571 . • Displaying and creating case records o You can display all business objects that are assigned to a case in table format. o • Assigning partner functions When you link business partners with a case. you can drill down in the tree structure and click linked objects. and when they were assigned. in the Record assignment block choose Linked Objects from the dropdown list. You can also link this new case to existing ones. When all the linked objects to the case are displayed.

You can replace the Case Search and Case Results views with views that you have defined and define quick searches. cases. Knowledge Search in SAP CRM The Knowledge Search function allows interaction center (IC) agents to search for solutions. Customer Relationship Management Interaction Center WebClient Customer-Specific System Modifications Enhance Profiles for You can also replace the Attributes view and the extended Attributes view with views that you have defined. see Software Agent Framework (SAF). for example. Information Security With the knowledge base SDB. see Information Security. choose Case Processing . In the Customizing. If you are using the separate case search. Customer Relationship Management Enterprise Intelligence Software Agent Framework Business Add- 572 . You do this by creating information security profiles. For example. For more details. documents and cases in a database. The search engine used is TREX. you can restrict user access to information. Integration Solution Database SDB (Solution Database) is the default knowledge base. you can also replace the Case Search and Case Results views. you may want to ensure that your agents do not provide information to customers that is intended for internal use only. Prerequisites • You have configured the Software Agent Framework (SAF) in Customizing under Ins (BAdIs) BAdI: Knowledge Bases . The following information is specific to Knowledge search in the Interaction Center (IC) WebClient. For more information. which can then be sent via e-mail or chat to a customer. but you can search other knowledge bases.

Each user who needs to activate this check must set the following parameter ID: 1. when searching the knowledge base SDB from the knowledge search. On the Parameters tab page. In the SAP CRM system. System Modifications Map Knowledge Base to Business Object Repository (BOR) NOTE SAP delivers default knowledge bases. This assignment has no effect on information security outside the knowledge search in the IC WebClient. For more information. 2. Activities Checking the Valid-From and Valid-To Dates of Solutions You can activate a check against the valid-from date and valid-to date of solutions in the Solution Database. add a new entry with the following values: Parameter ID CRM_SDB_VALID_SOLU Parameter value X 573 .• You have mapped the knowledge base to the Business Object Repository (BOR) in Customizing under Customer Relationship Management Interaction Center WebClient Customer-Specific . choose o o System User Profile Own Data . see Configuration Help for Solution Database. • Your system administrator has configured the Solution Database. You have defined a knowledge search profile in Customizing under Profiles o • Customer Relationship Management Interaction Center WebClient Basic Functions Define Knowledge Search . Solutions with no valid-from date and no valid-to date (that is. only solutions whose valid-from date has already begun and/or whose valid-to date has not yet expired are returned in the results list. As a result. This enables you to: Determine which knowledge bases are offered to IC agents in the Database dropdown in the knowledge search o Restrict agents' access to the knowledge base SDB in the knowledge search This has the advantage that an information security profile can be assigned to many IC agents at the same time. you do this using the BAdI: Knowledge Bases in Customizing. If you want to create your own knowledge base. solutions that are always valid) are also returned in the hit list.

The functions cover: • Enhanced authorization control for case access. The profile allows you to handle different transaction types and also set different system behaviors for the transactions. You can define additional attributes for your case notes to store additional information. You can use the delivered Business Add-In (BAdI) to influence this behavior. • Sending e-mails directly from a case. You can define checks before archiving a case. You can now link related cases that are not part of the same hierarchy to gain a different overview. archive (write) cases to the database. You can also maintain the parameters for repeating these tasks and activities. there may be a report that needs to be run weekly over the life of an open case to monitor its progress. • Configuring repetitive tasks. A case note can now be created automatically to inform a case processor about events that occurred and affect the case. • Reassignment of business partners in linked objects. and delete cases from the database once they have been archived. • Case archiving. Cases are normally structured in a hierarchy of higher-level cases and subcases. If you transfer an ongoing case to another case processor or department. The CRM case can now be connected to the Access Control Engine (ACE). The standard delivery contains functions that let you make tasks and activities contained in a case become repetitive. all outstanding case business partners and their associated activities are automatically transferred with the case. The search does not consider the valid-from date and valid-to date of problems in the Solution Database. There is also a new transaction to call up archived cases if you want to review old cases for specific business reasons. Linking related cases. Expanded CRM Case Management Features There is an expanded set of functions is available in Case Management. • Automatically created case notes. For example. 574 .3. This enables you to define a wider range of groups that can access cases beyond case processors in the same organizational unit. Save your data. You can create a profile for how cases with open dependent transactions are to be closed. • • Defining case closing profiles. You can now send an e-mail directly from within a case that includes one or multiple attachments.

By extending the case category. • Case Application Programming Interfaces (APIs). this allows greater control when processing the case. You can choose between the standard scenario and the SAF/TREX option. To see how the default is configured and use it as a reference for your own configuration. There are various BAdIs and other functions you can use to import and export of CRM case information through XI. Repetitive tasks are actions that a user executes in a defined period of time on a regular basis. there are several BAdIs available that allow you to influence the behavior of case-specific import and export Business Application Programming Interface (BAPI) parameters. similar to the function in Microsoft Outlook. You can enhance the case categories by creating new attributes to attach to it. A default repetitive task is part of the standard delivery. This could be used for example. You can also monitor export logs as well as manually export cases. which handles more complicated searches. see the explanation of the process in Customizing under Settings for Activities Configure Repetitive Tasks Prerequisites A repetitive task must have the following date fields: • • • • • Customer Relationship Management Transactions . In Customizing. calculating when the next task is to be created Next Recurrence Recurrence End 575 . determining the frequency at which a task is to be created Recurrence Rule. The XI infrastructure allows CRM information to be exchanged between systems using XML. as well as add new object link types. • Enhancing case categorization. Start Task Date Recurrence. if a user needs to make a weekly report for an activity that is meant to run over a long period of time. however. you can configure your own repetitive task. You can set which search scenario you want to use for searching cases. Configuring Repetitive Tasks You can create repetitive tasks in CRM Activity Management.• Setting the case search scenario. • Using XI for case import and export.

7. Example 20. 14. 3. 12. 18. which was valid at a point in the past. overlapping records exist. 11. for example. Define the conditions under which the action will be executed. 10. 6. information changes regarding the primary person associated with the case. Create an action profile to determine the action the system will perform when the task is executed. Features 13. You can display and edit time-dependent information related to the primary person of a case without having to navigate away from the main information to the business partner. Create a date profile. Define a transaction type. A case processor can view and edit the nationality. but there has been a change in martial 576 . The primary person is the person who is directly related to this case. In some instances. By showing all case-related information. This information is important to determine eligibility and the amount of a certain benefit. 16. such as the claim applicant. Use Displaying and Editing Time-Dependent Data 9. income. Set a callback using the function module CRM_CMG_SET_COMPLETION_DATE . Changes to data in the past can be restricted as this could invoke complex re-calculation of benefits. a person may be receiving a state benefit. 2. if data changes to the applicant’s status have occurred that might require a recalculation of benefits 17. for example. 4. For example. A case processor can also identify if: ● ● 15. at a specific point in time two or more records for the same data set were maintained gaps have occurred.• Completion Date Activities There are various activities you need to perform to create a repetitive task: 1. 8. 19. name and date of birth of the primary person. the case processor can understand what decisions were made based on different assumptions. 5. Time-dependent information refers to any historic case information that gives an overview of changes over time.

When the email is sent. contact. they can be made directly in the application. income earned. Sending E-Mails from a Case You can send e-mails when working in a case and attach relevant documents from the case. if it is a lead. low. For example. an activity or an opportunity • • • • Specify the priority (high. when you click Create E-Mail. You can: • • Create and send a new e-mail automatically Specify references regarding the e-mail such as the account. a case processor could assign an activity such as a service ticket or a follow-up call. if an e-mail is sent to a customer stating that action will be taken regarding a problem in order to correct it. an automatic link to an activity can be set for the case. or other factors that may affect the eligibility of a claimant. place of residence. employee responsible for handling this e-mail and an additional reference. If changes occur that need to be documented. or normal) and the sensitivity (normal or private) Upload attachments related to the case from your PC or network Use plain text or HTML formats and format the appearance of the e-mail (HTML only) Create and use an e-mail signature for plain text or HTML formats Enhanced Authorization Control for Case Access Using ACE 577 . a new page opens allowing you to send an e-mail. for example. Features In the Case Details.status. This function appears in the Activities assignment block and the Record assignment block.

You can define additional authorization rules using the ACE so that specific groups can access particular cases. access is granted only to cases assigned to the same organizational unit. If you want to create your own implementation. In Customizing choose Customer Relationship Management Case Management Extended . 578 . This behavior is applicable to business partners for all partner functions and all linked objects which have their own business partners. By default. In Customizing. Choose Customer Relationship Management Case Management Process Partners BAdI: Reassign Business Partners in Linked Objects . NOTE You must use this Business Add-In (BAdI) implementation to be able to reassign business partners. there is a description of the sample implementation delivered for reference. the former case processor or department should also be replaced by the new one in all dependent. you can use a BAdI to influence how the business partners are reassigned. Customizing ACE Implementation for Case Management More Information CRM Access Control Engine Case Authorizations Reassigning Business Partners in Linked Objects When a business partner at the case level is changed business partners in linked objects of a case can be automatically reassigned.You can use the Access Control Engine (ACE) to flexibly control access to CRM cases. For example. open activities. if a new case processor or a different department takes over the responsibility for an existing case. A default implementation is provided in the standard delivery that you can activate or deactivate.

CHECK_BEFORE_BPCHG_FOR_TX: You can use this to decide whether or not specific. The language specification for case notes is purely informative. and Service Transaction • PROCESS_BPCHG_IN_CASE: You can use this to change the processor attribute of the case when the person responsible in the partner function is changed. or the system also supports event-controlled. the system uses the short text as long text information when you save. open. automatic generation of predefinable case notes. • Case Notes You can store information in the form of case notes within case processing. includes only the partner functions with the categories Sold-to. however. the user who creates or changes a case note is entered with the relevant time stamp.The BAdI contains the following methods. CRM Business Activity. includes only the object types CRM Activity Task. the default implementation provided contains coding for only the first two methods: • GET_PARTNER_FCT_TO_CHANGE: Receives the list of partner functions that can exist in the case. You can manually create case notes. Features Automatic Creation of Case Notes 579 . A case note comprises a short text and a long text. Case notes are saved language-independently. dependent objects for the case should be updated. and Organization Responsible • GET_OBJECT_TYPE_TO_CHANGE: Returns the list of object types to process for changes to business partners. Management Case Management Basic Settings Create Text Profile • You have determined the relevant text profile for each case type in Customizing for CRM under Case Management Basic Settings Define Case Types . and thereby categorize cases note according to their content. In addition. If you do not create a long text. You can define text IDs in Customizing. Person Responsible. Service Contract. Prerequisites • You have made the Customizing settings for case notes under Customer Relationship .

you can make full use of the features of messages. Process The following is the sequence of the activities you need to perform or consider when configuring automatically created case notes using T100 messages. The module supports the following possible sources for automatic case notes: • Case notes from T100 messages In this connection. see Message Management. for example. • Case notes from applications or systems The importing parameters IV_TDTITLE and IV_LONGTEXT enable you to transfer a short text and/or long text from other CRM applications (for example. For more information about creating messages. the ERP backend) to the module and to assign them to a case. see the function module documentation. It enables you to control the automatic creation of case notes in relation to the case type. the use of up to four message variables or language-dependency (see Maintaining Messages). For more information.The RFC-enabled function module CRM_CMG_ADDNOTES supports the automatic creation of case notes. a BRF action) or by Remote Function Call from other systems (for example. The Business Add-In (BAdI) CRM_CMG_NOTES_ADD is delivered to supplement the function module. These automatic case notes are triggered in relation to events within case processing. Configuring Automatically Created Case Notes You can customize your system so that case notes are automatically created. 1. For more information. see Configuring Automatically Created Case Notes. Create T100 messages 580 . T100 messages are already fully integrated in SAP systems and support functions such as multilingual capability and using variables. or by applications that are coupled with Case Management. or you can integrate a text editor if you wish to support manual input. You can either use T100 messages. You are responsible for implementing an appropriate text editor for this purpose.

NOTE To support multilingual case notes. Assign text profile to case type In Customizing for CRM. You can use the same text profile for 581 . Create text IDs In Customizing for CRM. choose each case type (n:1). Concluding Remark. create the additional language versions for each message (see transaction SE63).Create the required case notes as T100 messages in the customer name space. 3. Create text profiles and assign the text IDs they contain In Customizing for CRM. 4. Case Management Basic Settings Create Text Profile and determine the relevant text profile for each case type. 2. Create the text IDs you require for the text object SCMG_CASE. Call the function module CRM_CMG_ADDNOTES Case Management Basic Settings Define Case Types . The text IDs are shown as text types on the user interface for case notes and classify a case note according to its content. create the required language versions of the text IDs using the SAP translation tool (see transaction SE63). Internal Note. NOTE To support multiple languages. and Reply. 5. choose Create Text Profile. EXAMPLE Case Management Extended Customizing Create Text The standard system contains the predefined profile DEMO SAP with the text IDs Description. choose Profile Create Text IDs.

Process Flow: Creating Message Classes Adding Messages Creating a Message Long Text Assigning an IMG Activity to a Message 582 . You can also enter Transaction SE91. the system assumes you want to browse an existing class and prompts you for a message class ID.Implement the call of the function module CRM_CMG_ADDNOTES at the desired point in time of an application. You can do this using a corresponding BAdI implementation or a BRF event. and usually contains a whole set of message. All messages are stored in table T100. Each message class has an ID. For further information about messages. The Maintain Messages screen appears. You create and edit them using Transaction SE91. and may contain placeholders for variables. you must link it to a message class. By default. They are mainly used when the user has made an invalid entry on a screen. Each message has a single line of text. You can display the messages for your program from the ABAP Editor by choosing Goto → Messages. More Information Case Notes Maintaining Messages Messages allow you to communicate with users from your programs. refer to the documentation for the respective application. To find out which exit you can use for this purpose. see the messages section of the ABAP Programming Guide. Starting the Message Maintenance Transaction • • Using forward navigation from the ABAP Editor. you can use it in the MESSAGE statement in a program. To send messages from a program. • If you choose Goto → Messages from the ABAP Editor and your program does not have a defined message class. the system display the message class linked to the current program. Once you have created a message.

583 . 4. See also Add message. Choose Save. The system calls up Message maintenance. You can always return to the Message maintenance screen by double-clicking a message ID or a message number where it appears in your code. In this case. Double-click the message ID. Result You can add messages to your class by choosing the Messages tab. for example: REPORT <name> MESSAGE-ID <message class>. the system calls up Message maintenance. Adding Messages Prerequisites A valid message class exists in the ABAP program. 3. Enter a brief description of the class in Short text. In the initial statement (for example. enter a different ID. Messages are stored system-wide. 5. Once you have done this. REPORT) or directly in the statement MESSAGE ID <id> enter a parameter value of up to 20 characters as a message ID. 2. The chosen message ID (message class) must not already exist in the system. the system asks you whether you want to create a new message class. If you enter an ID that already exists in the system. Choose Yes.Creating Message Classes Procedure To create a new message class from the ABAP Editor: 1.

5. 3. Creating Message Long Texts Use You need to create a long text whenever a message short text is not adequate. All lines are ready for input. Result The defined message can be sent to the ABAP program. Prerequisites 584 . If the text is self-explanatory click the corresponding checkbox. Choose Save. Using forward navigation you can also add a new message to the message class. To do this enter a number for the new message in the MESSAGE statement and double-click it. 2. See also Creating message long texts. You are advised to choose the next free number for your new message. Select to switch to change mode. 4. Enter the message text (short text) for the next free number. for example using the MESSAGE statement. Note that you cannot create a long text for self-explanatory messages.Procedure To add a new message to a message class in the ABAP Editor: 1. Choose the menu path Goto → Messages The system displays a list of all messages belonging to the message class.

the system displays the long text. 5. Save your data.You have already created a short text for the message. Prerequisites • • You have already created a short text for the message The specified IMG activities appear in the IMG 585 . For transportable message classes you must save the long text actively by clicking . Depending on the SAPGUI settings. the system indicates this using a yellow question mark. This starts the SAPscript editor. Enter the long text. Carry out a check in SAPscript editor. The short text message is not documented as self-explanatory. Procedure To create a message long text in SE91: 1. Select to switch to change mode. 3. Place the cursor on the corresponding message. 2. 4. Assigning IMG Activities to a Message Use Use this function whenever you want to allow the user to branch from a message to one or more relevant activities in the IMG. Click the Long text pushbutton. this is shown: • • In the status bar (located at the end of the area in which the message appears) In a message dialog box (by selecting the Help pushbutton) When you click the status bar or Help pushbutton. Result When a message with a long text is triggered. 6.

586 . Choose the menu path Goto → Additional information The Change Assignment of Additional Information dialog box appears. The system displays a confirmation message in the status bar. or you can add two customer-defined fields.. Place the cursor on the corresponding message in the list. To do this click the status bar after triggering a message and select the appropriate icon from the Help window to go to the IMG activity (Customizing or Maintain entries). If you create more than two attributes. The active settings for the F1 help display in Help → Settings determine which icon is displayed in the help window for switching to the IMG activity.Procedure To assign an IMG activity in SE91: 1. This is done using the standard structure delivered with Case Management CRMT_CMG_NOTES_GEN. Activities . Save your assignment. the additional ones will not be displayed. 3. In the Customizing: Select project dialog box click the pushbutton Continue without project entries to go to the structure in the IMG. You can currently only add two fields to the user interface. (Maintain entries) in Customizing Case Note Attributes Use You can customize case note attributes to modify the delivered structure and fields. 4. the user can go directly to the IMG to carry out all of the activities assigned to it. Select to switch to change mode. Use the F4 function to select the activity. 5. You select (Customizing) in Performance Assistant setting or Modal window setting. 2. When the corresponding message is triggered. Result You have assigned one or more IMG activities to a single message number..

See Also Case Notes Configuration of Automatically Created Case Notes Enhancing Case Categories You can enhance case categories to add and define your own case attributes. Activities In the Easy Enhancement Workbench. see Creating Projects and Extensions). When you have completed the fields for creating the extension. Depending on which extension type you choose. see Enhancements with the Easy Enhancement Workbench in CRM. If you want to add fields or object links. and importing and merging new schemas with your existing ones is supported. Under the Components tab create the attribute extensions and save your work. you need to perform additional steps for the fields to appear in the UI. ensure that you choose CATEGORY_ENHANCEMENT as the business object. If you enhance the case categories. 2.1. When you create the extension. Run transaction SE11. enter CRMT_CMG_NOTES_GEN and click Change. the wizard starts automatically. You can choose whether you want to create an extension for attributes or for object links. and to link object types to your case categories. the wizard also allows you to use inheritance rules. For more information. different screens appear in the wizard with different instructions. 3. Select the Data type radio button. 587 . (For more information. You do this using the wizard in the Easy Enhancement Workbench. you create a new project and then create a new extension. Transporting case category schemas between different systems. For the Extension Type field choose either ADD_ATTRIBUTES or ADD_OBJECT_LINKS.

You will find further information in Note 494966 and in the following sections: Structure of the Easy Enhancement Workbench Creating Projects and Extensions Generating Extensions Error Handling Transporting Extension Objects 588 .Easy Enhancement Workbench The Easy Enhancement Workbench is a development tool with which SAP applications (called Business Objects in the following document) can be extended in a simple manner. mainly from the CRM environment. The automation offered by the Easy Enhancement Workbench is achieved by template objects that are adapted to the extension definition and created by a generator. This also allows users without ABAP knowledge the simple possibility of extending the SAP standard. The system landscape must be set up in order to be able to use system-wide generation. Business Transaction Events or BAdIs are implemented The difference lies exclusively in the manner in which the objects required are created. The system landscape must be set up in order to be able to use system-wide generation. databank tables. screens and application logic are created automatically. when extending a Business Object in the CRM the data exchange to the connected SAP system is extended and a new table is also created in the SAP system. Finally the customer enhancement is included in the SAP standard. The type of extension is also predefined In most cases the customer is offered the possibility to add user-defined databank tables or fields. In most cases the extension takes place system-wide. The Workbench then does all development work for the user. For example. Customer enhancements to a Business Object are defined via wizards. In both cases transportable ABAP objects are created and the same Customer Exits. The functionality of the Easy Enhancement Workbench is therefore only available for specially prepared Business Objects. Cross-application components →General application functions → Easy Enhancement Workbench →Maintain system landscape. An extension created using the Easy Enhancement Workbench does not differ technically from one created manually.

An extension is only considered to be ready when it has been generated correctly and all required PostProcessing activities have been executed. That is. Procedure . the object type PostProcessing typically appears at the next level. An extension refers to a Business Object and an extension type. A project combines several extensions and offers the possibility of defining the project documentation and community. Extensions too can be documented. Creating Projects and Extensions Use The following description shows you how to create an extension and enter the names of your extension objects. In order to facilitate monitoring of the generation and to make the technical flow transparent. Prerequisites • • You have change authorization for development objects. the package (development class) of the generated objects is determined in the project. When an extension has been defined and generated. Extensions are displayed at the next level. no object has been created yet. all described object types have an error log that permanently stores errors that have occurred and displays them. Additionally. you can skip steps 1 – 3. and the generated objects assigned to it. The hierarchy of the object list is adapted to the structure of a customer project: The project is at the highest level. These are activities that must be executed manually by the user. We will demonstrate the most basic case.Structure of the Easy Enhancement Workbench In order to make use of the Easy Enhancement Workbench as simple as possible we returned to the wellknown concept of the ABAP Workbench. If you already have a suitable project. it is not possible to transport an individual extension. The definition of the extension takes place via Business Object-specific wizards.. 589 . all generator calls are displayed as tasks in the object list.. A suitable package (development class) must have been created. the screen allocation and navigation are identical. After an extension has been generated all generated objects in a task are visible and can be displayed by double-clicking on them. Additionally. All generated objects belonging to a project are transported together.

2. Your object list is displayed. Fill in the input fields following the notes on screen and end the wizard by clicking on Complete.1. Enter a project name. You see the dialog box Create extension. Place your cursor on the new extension in the object list and select Call wizard in the context menu. the descriptions of the extension objects are defined. Select Create project from the context menu by rightclicking on it. and namespaces for each system used. Enter a name and description. Manual postprocessing is still required. Define a Business Object and extension type. Leave the dialog box by pressing the enter key. If only one action is possible for an extension type. Place your cursor on the new project in the object list and select Create extension in the context menu. The following describes all the steps required to do so. The extension is created and appears in the object list below the project. 6. the Wizard starts automatically after the extension has been created. description. Prerequisites 590 . Additionally. For details. Result Project and extension have been created. The wizard for the extension action starts automatically. Place your cursor on the highest node. The Project is created and appears in the object list. The extension is ready to be generated. You see the dialog box Create project. 3. 4. If one of the selected packages is relevant for transport. a window appears in which you can specify transport requests. Define an action from the cascading menu of this entry. 7. Generating and Postprocessing Extensions Use After the administrative data and descriptions of the extension objects are determined. they must be generated. 5. Press the enter key. see Transporting Extension Objects. as a rule. Select the filter Worklist and enter your name in the input field of the object list selection. The extension tasks have been created and appear in the object list. Press the enter key. packages.

6. Press the radio button correct or wrong. Error Handling Use A series of steps is required between data entry and active use of the generated objects. Place your cursor on the new postprocess in the object list and select Execute in the context menu. 8. Call Set status from the context menu to determine the postprocessing results. Messages are therefore listed in the register Log of the processed object. You are now back in the Easy Enhancement Workbench. The extension procedure is complete. and can now be used. Your Object list is displayed (closed). Select Create project from the context menu by right-clicking on it. Place your cursor on the extension you want to generate. You have created projects and extensions.• • You have change authorization for development objects. This calls a transaction required for postprocessing. 2. Press the enter key. 3. Many different tools are called in the background to do this. Select the filter Worklist and enter your name in the input field of the object list selection. 7. This complexity can lead to errors being collected instead of being output immediately. 4. according to the postprocessing results. Additional notes for dealing with some exceptional problems follow. Place the cursor on the postprocess selected previously. additional nodes – postprocesses – appear in the object list below the extension. Call the function Expand all nodes from the browser application toolbar to display your extension. You see the dialog box Status. Press the enter key. 5. The postprocessing status is saved. Problem Solution 591 . Execute steps 4 – 7 for the remaining postprocesses. The extension objects are generated. Procedure 1. Result The extension objects are created and added to applications. If you must postprocess the extension. Follow the instruction on screen and end the transaction when you have completed processing. Procedure Check all error messages in the status bar to see whether a more precise description of the error has been added to the register.

. Read the tab page Log from the detail screen for the extension and task(s). If the packages for a project are not relevant for transport. the Easy Enhancement Workbench is connected to the Change and Transport System. The extension and task(s) have errors after running a wizard. Press the button "Update object list" on the browser toolbar. You have access to both customizing and development clients You have created a project. It was probably deleted in the meantime. The system displays the message Project/Extension/Task . The object must not appear again in the list. 592 . Call Create tasks from the context menu if you do not have to enter the wizard data again. Procedure . Change or Delete from the context menu. You can go to the window for specifying transport requests either directly after creating a project or by marking the “Transport Request“ menu option from the project context menu.You cannot select the functions Create. To include the objects in requests. Objects are transported directly by using the Change and Transport System tools. 1. Execute the correction proposals made in the messages. You do not have change authorization for development objects. you cannot choose this menu option. The object could not be found in the database. transport requests must be assigned to the transportable projects of the Easy Enhancement Workbench.. could not be read. Prerequisites • • • You have the necessary authorizations for transport. Transporting Extension Objects Use So that the extension objects generated by the Easy Enhancement Workbench can be used in the productive system...

You cannot set a link to cases that have been archived. 4. push the “Overview“ button. you can extract the case from the database and archive the information. modify or delete a related case. dependent transactions are to be handled that are in a case that is to be closed. click the hyperlink associated to the case. As a result you can link these cases to gain a better overview of related cases. You can display all related cases and from the overview page. 3.2. However. To edit information. cases may contain similar data or features or have a common element. as well as give a reason for linking it. which brings you to the active case information where you can edit it. There are checks after each entry to ensure the entries are still valid. Linking Related Cases You can link related cases that do not form a hierarchy. you can edit the list to add. 593 . Then push the button "Create“ and either create new requests or select existing requests. After a case is closed. related cases. If you want to omit this check or enter requests manually. you can edit nonarchived. cases are structured in a hierarchy where they are independent from each other. In addition. Defining a Case Closing Profile The case closing profile lets you define how open. For an overview of all transports already made in a project. The requests can be released and be imported into the target system. However. you can define case closing profiles for specific business transactions that may differ from standard business transactions.and Customizing objects. Result The extension objects are entered in the transport requests. You can now make transport requests for Workbench. Normally in Case Management. then mark the “Omit“ field.

The default case closing profile is S_CLACT (Do not close case if open transactions exist). The case closing profile contains a default reaction for all open transactions and reactions for open transactions of a specific transaction type. you can extract the case from the database and archive the information. After you have created the profile. The case closing profile influences processing before the save when a case is closed (performing checks). In addition. The default case closing profile is S_CLACT (Do not close case if open transactions exist). and after the save when a case is closed (automatic closing). you can assign it to a case type under Management Case Management Basic Settings Define Case Types Additional Activity There is an available Business Add-In (BAdI) where you can define additional tasks for the case closing profile. Depending on the profile and the case type. Tasks can be performed on the case or its dependent actions either at the check level or when processing the automatic close function. Case Management Basic Settings BAdI: Define Additional Tasks for Case Closing Profile Defining a Case Closing Profile The case closing profile lets you define how open. different system actions occur when the case is closed. In the Customizing choose Define Case Closing Profile Customer Relationship Management Case Management Basic Settings . The action CRM_CMG_CASE_CLOSE is included as an example in the demo case action profile CRM_CMG_DEMO. Customer Relationship . you can define case closing profiles for specific business transactions that may differ from standard business transactions. The case closing profile influences processing before the save when a 594 . In Customizing choose Customer Relationship Management .The case closing profile contains a default reaction for all open transactions and reactions for open transactions of a specific transaction type. dependent transactions are to be handled that are in a case that is to be closed. After a case is closed.

Customer Relationship . you can assign it to a case type under Management Case Management Basic Settings Define Case Types Additional Activity There is an available Business Add-In (BAdI) where you can define additional tasks for the case closing profile. There are several Business Add-Ins (BAdIs) used to set up case archiving as well as another activity that allows you to call up archived cases if you ever want to view them again.case is closed (performing checks). Case Management Basic Settings BAdI: Define Additional Tasks for Case Closing Profile Archiving CRM Cases After cases have been closed. you can archive them to provide more space for active cases in your database. After you have created the profile. In the Customizing choose Define Case Closing Profile Customer Relationship Management Case Management Basic Settings . In Customizing choose Customer Relationship Management . you can: • Define checks that run before a case is archived so that only cases meeting specific criteria are archived Archive (write) cases to the database directly Delete cases from the database once they have been archived Display archived case data • • • 595 . Tasks can be performed on the case or its dependent actions either at the check level or when processing the automatic close function. and after the save when a case is closed (automatic closing). In Customizing choose Customer Relationship Management Case Management Extended . Customizing Case Archiving Using the available activities. The action CRM_CMG_CASE_CLOSE is included as an example in the demo case action profile CRM_CMG_DEMO. Depending on the profile and the case type. different system actions occur when the case is closed.

In Customizing choose Customer Relationship Management Case Management Extended . Framework Name and Configure Search Engine After selecting the SAF/TREX search option. case indexes must be built and compiled using the SAF tool for this function to work properly. In Customizing choose Customer Relationship Management Enterprise Intelligence Software Agent . Also refer to SAP Note 880200 for more information.Central to the data archiving process is the archiving object. The two types are Standard and SAF/TREX. where SAF/TREX is faster and allows the system to handle more complicated search requests. Customizing Define Search Scenario Prerequisites Before the SAF/TREX search can be used. you need to install TREX and customize SAF accordingly. BAdIs for CRM BAPI Parameters 596 . choose Customer Relationship Management Case Management Extended Customizing Case Archiving CRM Data Archiving Process Prerequisites An SCMG object must also fulfill the following conditions to be archivable: • • . in Customizing. The business transactions related to the case are in status Closed or Completed All the lower-level objects of the case are already archived Setting the Case Search Scenario You can choose the search engine type based on your requirements. In CRM Case Management the object is called SCMG . For more information about the archiving process in CRM.

Also you can use these BAdIs to convert (map) case information to XI messages during the export and import. They allow you to: • Read and change the import and export parameters for the BAPI GetDetail that returns case details Check or change the import parameters for the BAPI ChangeCase that modifies a case category and its details Read and change the import parameters for the BAPI CreateCase that creates a case and its details • • You can find how to implement these BAdIs in Customizing under Parameters . Importing and Exporting Cases with XI In Customizing you can use Business Add-Ins (BAdIs) to influence how case information is imported and exported through XI. The BAdIs can only be used once. XI allows data exchange between SAP systems and from SAP systems to non-SAP systems via XML messages. These BAdIs are not implemented in the default system and there is no default coding. you can use the available BAdIs to: • • • Monitor imported and exported case information to see if there have been any errors Use various BAdIs to perform customer enhancements for XI case imports and exports Manually export cases on an as-needed basis 597 .There are Business Add-Ins (BAdIs) that let you influence the Business Application Programming Interface (BAPI) parameters used in CRM Case Management. Customer Relationship Management Case Management Extended Customizing Special Settings BAdI: BAPIs for Case Prerequisites • • • The BAdIs' implementation does not depend on a filter. In addition to these BAdIs.

a case record is used. The following shows the relation between case. Customer Relationship Management Case Management Extended Customizing Special Settings Define In CRM Case Management. In CRM system A. For this.You can find the Customizing for each of these BAdIs and the additional functions under . Example Customer Relationship Management Case Management Extended Customizing Case Import and Export with XI A customer has two CRM systems and wants to export information about a case from one system to another. More Information SAP NetWeaver Exchange Infrastructure Using Additional Object Types with CRM Case Management The case record model specifies which object types can be linked to a case and how these objects are structured. a case record model is required. There the case is converted into an internal structure and it is then imported in CRM system B. choose Processes Define Process-Dependent Parameters . Before you can use the case record. a case is exported and is converted into an XI message. and this message is then sent to CRM system B. In Customizing. You need to assign the case record model to a case type. case type and case record model. The XI message is sent to an XI server. you can specify for each case type which object types are used and how these are structured. Relation between the case. Prerequisites An XI server must be set up and used to exchange the information from system to system. case type and case record model 598 .

• • Instance node: This already has an element/object assigned to it in the record model. You maintain element types in Customizing. the element type CRM_BUSINESS_PARTNER is shipped with the standard delivery. When using this element type. you specify the object types (for example. There can only be one of these nodes in each record. Example In standard Customizing. product) and how many objects can be assigned. For more information. it specifies that only business partners can be integrated into the framework. This allows you to integrate business object types that have not been supported in CRM Case Management so far. A service provider can have any number of element types. see service provider (BC-SRV-RM). business partner. Each element type belongs to only one service provider. A service provider can only be used when at least one element type for this service provider exists. • Service provider: For each object type that you want to integrate into this framework. you can provide information which must appear in each case record. For each model node. there is a service provider for business object types – then you can reuse the service provider without having to implement a separate service provider for each business object type. the service provider SCMG_SP_BOR is delivered. 599 . You could also specify in an element type that objects from different systems can be integrated. for instance objects from SAP ECC. These nodes only act as headers for other nodes and enable the structuring of the case record. By using the instance node. A model node acts as a placeholder for the objects. The elements of a case record model can be hierarchical. It supports the general integration of business object types into the framework of SAP Records Management. which can be assigned later. the case record model will have a different structure and different object types. Model node: Elements in records can be assigned to this node.Depending on the business process and the scenarios. with the following elements available: • Structure node: This cannot have elements assigned to it in case records. you must define and implement a service provider. If a service provider already exists for an object/element – for instance. For this service provider. • Element type: The element type is a form of service provider and is the starting point for users to integrate elements/objects into the case record. The service provider and the element type are central to SAP Records Management and CRM record models.

case log. status. priority and other attributes. which in turn uses the SAP Basis Records Management. 600 .More Information Creating a Self-Defined Case Record Model Integrating New Object Types into Cases Architecture of CRM Case Management CRM Case Management is an extension of Basis Case Management. In the following diagram. and the integration into the document management system of CRM Content Management. case notes. the specific components of the CRM case are described. These subcomponents are the case record. CRM Case Management Architecture The CRM Case consists of attributes such as ID. short text. as well as of several subcomponents.

the table CRMD_CMG_CASE_AT is used for this task. For information on enhancing the CRM case with additional fields. for example. If you want to extend the CRM case with your own attributes using the Easy Enhancement Workbench. 2. Procedure 1. notes. Create a new element type for the case record itself: 1.Case Attributes The CRM case consists of attributes from the Basis case and can be enhanced with CRM attributes. This additional attribute causes upper case short texts to be stored twice – once in a Basis case table and once in the CRM table. you must set an additional table in the attribute profile in Case Management Customizing. enter an element type ID and a short description. Expand the application area S_AREA_CMG. only the attribute Short text in upper case is used. CRM Case Management. 601 . such as case log. case record and others. In the Copy To field. Open the registry using transaction SRMREGEDITC and choose S_AREA_CMG. For a definition of the other Case Management terms. 3. Expand SCMG_SP_CASE_RECORD and right-click on the element type CRM_SPS_CASE_RECORD and choose Copy from context menu. To be able to use this feature. see Usage of Customer Includes and Easy Enhancement Workbench for Case Management. You do this by copying the default element types. to add application-specific attributes. see the glossary and SAPterm. you must use these attributes with the table mentioned above. 2. In CRM. This enables non-case-sensitive searches. Save your data. As an additional attribute in CRM. Basis Case Management allows for other applications. Creating a Self-Defined Case Record Model The purpose of this procedure is to create a self-defined case record model on the basis of the current supported business object types. Element types are defined in the registry of SAP Records Management.

For example. then from the list choose Change Status and select Status Released. and then activate the hierarchy nodes.NOTE Using this procedure. use the F4 help. you must maintain the following properties: o o Description. o Relationship: This specifies the relationship between the element/object and the case record. 4. For CRM Case Management. 5. The element details are displayed on the right of the screen. 3. Since CRM Case Management uses this API. Change these default entries and create new nodes to set up the model for your own requirements. Run transaction SCASE and choose the Records Management System (RMS) ID. you can copy other element types. To do this. After you save. and then choose Create. you can create the case record model using the Records Modeler. use CRM_CMG_DATA. you have to create a separate element type – preferably through copying. For each business object type that will be used. for example. You can generate a unique name by clicking the icon at the end of the field. Service Order Element Type: By setting the element type. you must maintain this attribute. A case record model with the default entry Worklist as the structure node and Worklist Element as the model node now appears in the work area. save your work. this determines which object types you can insert into the case record at this point. and can then also be controlled. To select the relation. For structure nodes. For a model node. the element types created under Step 2 can be used. Enter a short text for the case record model as well as a unique ID. 602 . so the corresponding attribute ANCHOR must have the value CS as well. You can find the element types for the business object types under the service provider SCMG_SP_BOR. Attribute ANCHOR: This attribute is used to insert objects/elements into a case by using the Basis Case Management API. Release the case record model by clicking the Model button. double-click the Worklist Element. You must use the same value as the one for the corresponding relation. o Number of objects which can be integrated: At Least and Maximum fields. Open the folder Record and Case Record Models and right-click on the entry Modeler for CRM Case Records. If an undetermined amount of objects should be allowed to be integrated into a case. o After the case record model has been created. the ID of the relation service order is CS. After you perform these steps. the field Maximum must contain an asterisk (*). you only define the description.

Non-CRM business object types have not been previously supported by CRM Case Management. Right-click on the element type that you created previously. To be able to use this case record model. you integrate new objects using a CRM business object type and an object type from another SAP System. You do this in Customizing Customer Relationship Management Case Management Extended Customizing Special . Enter CRM_CMG_DATA and then press Enter. As mentioned in Architecture of CRM Case Management. you can integrate supported objects into the case record using the existing service provider concept. Settings Define Processes Define Process-Dependent Parameters Assign Element Types and Business Object Types to a Process Result You have created a case record model and element type and you can use the case record model in Case Management. You do this in the Records Management registry. Search for the case record model you created using the F4 help. and in the context menu choose Change. The topics Integrating CRM Business Object Types into the Case Record Model and Integrating NonCRM Business Object Types into Case Record Model describe how to integrate a new business object type. Integrating New Object Types into Cases There are two object types that can be used in CRM Case Management: CRM business object types and non-CRM business object types. Customer After creating a new element type you assign it to the process C_01. choose it from the list and confirm the entry. choose the parameter MODEL_ID and click Change. You do this in Customizing under Relationship Management Case Management Basic Settings Define Case Types under . For objects that have not been previously supported. Save the settings. Under Connection Parameter Values. you must assign both this record model and the created element type to the case type that you want to use. Run transaction SRMREGEDITC and choose S_AREA_CMG. which facilitates the process.Now you insert the model within the element type that you created. 603 .

To create a new element type. Prerequisites Element types are maintained in the registry of SAP Records Management. Process 1. X8 and X9. we recommend that you use the relations X1. SAP Note 688709 is required. You can see which service providers are delivered in the standard system by looking in the online documentation of SAP Records Management. Choose S_AREA_CMG. For lower support packages. 604 . 2. for example. 3. Right-click on the service provider SCMG_SP_BOR and choose Create Element Type. Integrating CRM Business Object Types into the Case Record Model You can integrate additional CRM business object types into CRM Case Management. X4. Since creating new relations is a modification. X2. NOTE Objects and/or elements are integrated into a case using relations or anchors. X3. For this. Run transaction SRMREGEDITC. the relation and anchor C1 for the business object type Business Partner. a separate relation exists. you must create the case record model where the object types will exist. The relations from X1 to X9 are available from SAP Basis 6. X6. X5. For each object type. you need to create a new element type. you must perform the steps relating to element types described in Creating a Self-Defined Case Record Model.20 Support Package 35.Prerequisites Before integrating the new object types into cases. X7. This also applies for new object types. The following describes the process for integrating a new business object element type into CRM Case Management.

The relations from X1 to X9 are available from SAP Basis 6. for example. we recommend that you use the relations X1. Process 1. you must specify the logical system and the element type. enter a transport package. Save your changes. To use the new business object type in CRM cases. the relation and anchor C1 for the business object type Business Partner. . a separate relation exists. Integrating Non-CRM Business Object Types into Case Record Model To integrate non-CRM business object types from other SAP systems into CRM Case Management. X8 and X9. For each object type. NOTE Objects and/or elements are integrated into a case using relations. Enter an element type ID and a short text and then press Enter. Select whether the object is local or transportable and save your work. set the values for BOR_OBJECT_TYPE to the desired business object. Result You have created and integrated the element type. Under the Connection Parameter Values tab. and leave the setting for LOGICAL SYSTEM as NONE. 5. you must maintain a new model node with the newly created element type in the case record model used. In Customizing choose Customer Relationship Management Case Management Extended Customizing Define Logical System for External Objects 605 . For lower support packages. 7. X5.4. This also applies for new object types.20 Support Package 35. 6. 8. SAP Note 688709 is required. X7. 9. X3. Right-click on the element type you just created and choose Change. Define the logical system and define the target system for RFC calls. Since creating new relations is a modification. X6. Go to the Classification tab and maintain the parameter IDs using the values for TYPE and RMS_ID. X4. X2. If it is transportable.

Adding New Fields to the Business Transaction 606 . For the Connection Parameter Values select LOGICAL_SYSTEM. right-click on the element type and choose Change. 3. 6. data type.2. As a result of these new fields. 4. Integrating Additional Fields into the UI and Search Function You can use the Easy Enhancement Workbench (EEW) to add customer-specific attributes and/or fields to the CRM WebClient UI and search function. Special Settings Define Processes Define Process-Dependent Parameters Assign Element Types and Business Object Types to a Process Result You have set up the logical system. Maintain the connection parameter LOGICAL_SYSTEM. After you have created the element type. created the element type and then integrated it. see Integrating New Object Types into Cases. the field description. you need to perform additional steps. In the Customizing include wizard. and field length have to be maintained. After you created a new element type. Create an element type. 5. you can specify the new attributes to be added to the CRM Case. see Enhancements with the Easy Enhancement Workbench in CRM and also Adding New Fields to the Business Transaction. For more information. To be able to use the new business object type in CRM cases. See Creating a Self-Defined Case Record Model. assign it to the process C_01. maintain a new model node with the newly created element type in the case record model you are using. In order for the new fields to appear in the user interface. You do this in Customizing under Customer Relationship Management Case Management Extended Customizing . Prerequisites Before integrating additional fields into the user interface.

for example. use the business object CRM Business Transaction and create an enhancement of the type Add New Fields. product data. Process 1. Sales. SAP CRM supports you with the following functions: • • • • Addition of new fields. o The fields for the business transaction categories that have not been selected are not displayed on the interface Only DataSources for the selected business transaction categories are enhanced The system determines the subobjects of the business transaction (for example. Depending on the business transaction categories. Select business transaction categories that you wish to enhance. Opportunity. and integrate them into the business processes. for example. SAP ECC. SAP NetWeaver BI. 2.Using the Easy Enhancement Workbench (EEW). You specify for which connected systems the fields are relevant. the system automatically generates all necessary objects and table entries. you can add new fields to the data model of the business transaction. which you can then manually integrate into the user interface Transfer of new fields to the Mobile Bridge (interface with CRM Mobile) Transfer of new fields to SAP ECC Inclusion and update of new fields in DataSources for SAP NetWeaver Business Intelligence (SAP BI) For these functions. To add new fields to the business transaction. pricing data) that can be enhanced The system determines whether a transfer to the SAP CRM Mobile Client or to SAP ECC is relevant o o o 3. Transfer of fields to the SAP CRM Mobile Client is only an option if you have selected at least one of the following business transaction categories: o o o Activity Contact Opportunity 607 . Service.

choose (IMG). • If you want to add new fields to the item data of activities. Enhancement of the synchronization BDoc for the SAP CRM Mobile Client. a BAdI implementation that fills the fields. in accordance with your entries: • • • A data element for each field Customer include structure CI_EEW_<subobject>. • If you use SAP ECC. you have to make additional settings in Customizing. To do this. for each subobject to which fields are added A dictionary structure with the new fields for each subobject. NOTE • You cannnot make enhancements to the SAP CRM Mobile Client or in SAP NetWeaver BI. as well as a BAdI implementation for transferring fields to and from the SAP CRM Mobile Client BAdI implementation that maps the fields to the sales fields in SAP ECC (and vice versa). Customer Relationship Management Transactions Settings . as well as append structures in SAP ECC Append structures for the relevant SAP NetWeaver BI DataSources. as well as the required metadata Append structures for the structures of the External Interface adapter (XIF adapter) • • • • 608 . in SAP CRM. and the fields are transferred to the sales order in SAP ECC. in the SAP CRM Implementation Guide for Activities Activity Journal Additional Fields Technical Implementation The EEW creates the following repository objects and table entries. append structures are generated there in sales order tables.o o o Sales Service Service confirmation Transfer of fields to SAP ECC is only an option if you have selected the business transaction categories Sales or Complaints. There is no automatic transfer to delivery or billing. You must manually maintain the enhancements in the Mobile Application Studio or in SAP NetWeaver BI. This structure is included in the customer include structure. The fields do not appear on the user interface.

contains the BSP component BTCUSTOMER_H. the view SOHOverView of BSP component BT115H_SLSO. you can easily display the new fields in the CRM WebClient UI. are available in the respective overview pages of the header. as available assignment blocks. or BTCUSTOMER_I for customer-specific item data. Business Transaction Component Technical Name of Business Transaction Component General header data ORDERADM_H General item data ORDERADM_I Activity data ACTIVITY_H Opportunity data OPPORT_H Lead data LEAD_H Product data PRODUCT_I Financing product data FINPROD_I Sales data SALES Shipping data SHIPPING Billing data BILLING Organizational data ORGMAN Pricing data PRICING Pricing result PRICING_I Schedule lines SCHEDLIN Service item data SERVICE_I User-defined header data CUSTOMER_H User-defined item data CUSTOMER_I Fund header data FUND_H Enhancement of Customer-Specific Business Transaction Components and Display in the CRM WebClient UI If you have enhanced the business transaction components Customer_H for customer-specific header data.The following business transaction components can be enhanced.or item components of the business transactions. For example. The view SOIOverView 609 . the corresponding BSP components BTCUSTOMER_H for customer-specific header data. that is they offer a customer include structure for new fields. which depicts the overview page for the sales order header. You do this by using the UI Configuration Tool in the Customizing activity at Customer . Relationship Management UI Framework UI Framework Definition Configure User Interface By default. or Customer_I for customer-specific item data.

Start the metadata maintenance for DataSources using transaction RSA6. or for the view CustomerH of BSP component BTCUSTOMER_H. and the system has created the required repository objects and table entries. Result You have created a field or several fields for the business transaction categories specified by you. using the UI Configuration Tool. More Information You can find general information about the Easy Enhancement Workbench in SAP CRM at Easy Enhancement Workbench. Analyzing Additional Fields with SAP Business Intelligence NOTE The process described here is optional and you should only do this if the data of the additional attributes are to be analyzed using SAP Business Intelligence (BI). which depicts the overview page at item level. contains the BSP component BTCUSTOMER_I. you must still transfer these BSP components to the list of displayed assignment blocks. in the respective overview pages. You thereby define how the fields in the assignment block are displayed. 2. 610 . You can then add the field to the user interface. You must also create at least one configuration. for the view CustomerI of BSP component BTCUSTOMER_I. So that the new fields in the CRM WebClient UI can be displayed in the Customer Fields assignment block.of BSP component BT131I_SLS. Process 1. with which you define the layout. Select the 0CRM_SERVICE node.

• Integrating customer-specific validations using BAdIs SCMG_VALIDATE_C and SCMG_VLDT_BFR_STR_C Specifying default field values when creating a case. Select the CRM Case DataSource and change the DataSource. CRM Case Management supports the multilevel categorization function.3. To make the new attributes available in SAP BI for analysis. More Information Multilevel Categorization in CRM Case Management 611 . deselect Hide field. the new attributes have the property Hide field. There are two scenarios: Creating a case from a case management application using BAdI SCMG_INITIALIZE_C. 4. or creating a case from a business transaction using BAdI CRM_CMG_ON_CREATION • • Storing additional link attributes using the enhancement spot /CRMS/CMG_REC_ATTR Customer Relationship Management Case Management . For more information in Customizing choose Extended Customizing Special Settings Define Processes Business Add-Ins (BAdIs) Integrating Multilevel Categorization Multilevel categorization enables you to individually design the categorization and integration of specific functions in your applications. Additional Customizing Configuration for Case Management The following is a list of Customizing configuration activities using BAdIs that you can perform to enhance CRM Case Management. making it possible to assign a CRM case to a category of a multilevel categorization schema. By default. The standard attributes and the new attributes are displayed.

Features • • • • • Inserting new object types in a case record Initializing case attributes Changing a case before the check Additional checks to validate cases and case attributes Triggering an event after saving a case Customer Relationship Management Case Management Extended . which enables a fast search via linked objects including multiple values and ranges. In the Customizing choose Customizing Special Settings Define Processes Business Add-Ins (BAdIs) Enhanced Search Functionality in Cases You can activate extended CRM Case search functionality. you can specify the SAF/TREX search method. More Information Setting the Case Search Scenario Actions for Subsequent Case Processing 612 .Multilevel Categorization Additional BAdIs for Case Management There are various additional enhancements and Business Add-Ins (BAdI) that you can perform for CRM Case Management. In addition to the default standard search method.

with a number of resources. and service areas. you define availability. in Customizing choose Customer Relationship Management Extended Customizing Process Actions . Service Resource Planning You use service resource planning to execute project-based scheduling or service order-based scheduling. such as the processing time or whether the action is modifiable in the document (case) • • • Defining conditions for the action definitions (scheduling and start conditions) Assigning the action profile to the desired case type Assign the partner determination for actions using a Business Add-In (BAdI) Case Management For more information. by entering service arrangements as resources for service resource planning In service arrangements. 613 . for example. You can do the following: • Make employees (internal) and service providers (external) available. as well as the various scheduling and start conditions. you define the action characteristics. skills. job functions.Using actions (in the Post Processing Framework) you can schedule and start any subsequent processing steps depending on the case type. Examples of subsequent processing steps may be sending e-mails or starting workflows. Actions The actions you can perform are: • Creating an action profile with action definitions. in the action definitions. You can also stipulate that a specific ABAP coding is executed.

• Determine and schedule resources You determine the resources that are most suitable for service order demands or project role demands. • SAP Collaboration Projects (cProjects) For more information about scheduling resources to fulfill project role demands. and improve resource utilization. 614 . respond to critical situations. you can notify the resource using the following channels: • Groupware Only internal employees can use notification via Groupware. • Service order items For more information. and create corresponding assignments. text message. see Integration with Service Order Items. You can use service resource planning to comply with determined SLA dates. see Integration with SAP ERP HCM. see Integration with cProjects.0 add-on Service resource planning requires the WFD Server 2. or e-mail SAP CRM Mobile Service Notification using SAP CRM Mobile Service is only available for service order-based resource planning. Once you assign the required resource to a job. • SAP ERP HCM For more information. Integration Service resource planning is integrated with the following applications and functions: • WFD Server 2. • • Channels such as telephone.0 add-on.

Workforce Deployment General Settings for Service Resource . in Customizing for Customer Planning Scheduling Engine Select RFC Connection • To ensure that service order items are created correctly. You set the demand type in Customer Relationship Management Customizing. by choosing Relationship Management. The following information explains how you can integrate the planning of service order items with the RPA. The transaction item must be released. Prerequisites • In terms of service transaction items. by choosing Customer Relationship Management Workforce Deployment Service Resource Planning . For more information. Basic Settings Specify Demand Types for Resource Planning Integration with Service Order Items Service order items can provide demands for the resource planning application (RPA). The asterisk stands for the combination of order ID and transaction type. by choosing Workforce Deployment General Settings for Service Resource Planning . see Searching for Demands.NOTE Service resource planning is available either for project-based demands (cProject project roles) or for service order-based demands (service order items). o You can display all service process items that fulfill these prerequisites. select the Scheduling Engine for the RPA. you must ensure the following: o o The item object type must be Service Process Item (BUS2000140). set up the RFC connection for the resource planning application. in Customizing for the transaction item category. Then choose WFDS. as service demands in service resource planning. Business Add-Ins (BAdIs) Select Scheduling Engine • If you use an external Scheduling Engine. You can set this flag as a default value. The transaction item must be flagged as relevant for resource planning. 615 . You can only use one demand type within your implementation. • In Customizing for Customer Relationship Management. use transaction SMQ1 to search for the queue name CRM_BT_LRP*.

• Define Service Profiles for Scheduling Using this Customizing activity. If a service order item contains one of these customized date types. make the necessary settings in the following Customizing activities: • Define Date Types Using this Customizing activity. only the new service order items contain the date types. in the demand header for service order items. you can define which date types are relevant for the service order items in the resource planning application. you can define a time range for service order items. When the system uses the time range definition: o o The date types create the demand window. For manual assignments. the system tries to schedule only those assignments within the specified time range. • Specify Relevant Date Types for Selection Time Range Using this Customizing activity. o 616 . The old service order items contain the old date types. To do so. With automatic scheduling. the system generates a warning if an assignment is created outside the relevant time range. NOTE The date types are replicated. These date types can also be used in other Customizing activities. you can define a time range for scheduling. If this Customizing changes all saved service order items. the corresponding date type is shown in the resource planning application. You can use all date types defined in the service order from activity Define Date Types.Activities You must compress the data from the service order items in such a way that the system takes only the data relevant for scheduling into account.

Use one of the following objects as the object of the service order item: o o o Installed base Installed base component Objects • Specify Partner Function Category In this Customizing activity. not the assignment itself. 617 . you can define which technical object from the service order item's object groups should be used. The time ranges are used for manual assignments and scheduling. For more information. The customer can be either the ship-to party/service recipient. Appointment scheduling is the only area in which the time range is not used.This time range is also proposed for the resource search that is launched using the demand header. you define how the term Customer is understood in the resource planning application (RPA). The system uses this location to determine the: o o Service area Address data This data can be used in searches for service order items. you can specify the location of the service. The following values are defined for this: o o Earliest Appointment Start (SRV_APPT_BEG) Latest Appointment Start (SRV_APPT_END) This time range defines when a resource can arrive for an appointment. • Define Location of Service to be Performed Using this Customizing activity. and act as the defaults for the find and rank function. or the sold-to party. The system uses this information for display purposes and selection purposes. and for the determination of distance in find and rank processing. • Define Object for Search and Display Using this Customizing activity. see Find Suitable Resources.

you can define how the relevant parameters are handled on the user interface. • Manage Parameters for Appointment Scheduling Using this Customizing activity. You can use this activity to define different behavior for both e-service and the Interaction Center. • Select Active Functions for Scheduling Engine Using this Customizing activity. • Schedule Items Automatically Using this Customizing activity. • Business Add-In: Derive Service Area Using this Business Add-In. you can schedule project roles that were created in cProjects. you can activate appointment scheduling.NOTE You can change the location. Integration with cProjects Using service resource planning in SAP CRM. the system schedules the service order item when it is released. you can specify whether the service order items are scheduled when you release the service order. Note that the other indicators in this activity are not supported. Integration CAUTION When staffing project roles with service providers. you define how the system determines the service area. with resources via standard staffing or multilevel staffing. if it is relevant for resource planning. the following restrictions apply: 618 . you can update the corresponding location with the program WFDS_DEMAND_ADDRESS_UPDATE. If you select automatic scheduling. If the location related to an object has changed.

Specify Demand Types for Resource Planning for the multilevel staffing process. • Prerequisites • Define project role types for the multilevel staffing process and the standard staffing process. The assignments are transferred to cProjects. You do this in Customizing for Customer Relationship Management. set the indicator WFD Server.• You can create and edit assignments in service resource planning. To mark the project role as relevant for the WFD Server and thereby relevant for service resource planning. You cannot transfer candidates to cProjects. at for Project Roles Define Project Role Types o Resource Management Basic Settings : Define a project role type for the multilevel staffing process. o The demand type Multi-Step Project Role Demand corresponds to the project role type The demand type Project Role Demand corresponds to the project role type for the standard staffing process. by choosing o Workforce Deployment Service Resource Planning Basic Settings . o Define a project role type for the standard staffing process. but they cannot be edited there. • Define a profile that specifically handles cProject roles when creating and editing assignments. NOTE In your implementation. at Workforce Deployment . by setting staffing by Resource Manager via Responsible Organization. set the indicator WFD Server. You do this in Customizing for Collaboration Projects. by selecting staffing by Resource Manager via Authorization. you can set up both demand types for project roles. Service Resource Planning Project Based Demands Define Project Profiles for Scheduling 619 . To mark the project role as relevant for the WFD Server and thereby relevant for service resource planning. • Define the demand type for cProject project roles in Customer Relationship Management Customizing.

• Create a profile for the required cProject role by choosing Profile Workforce Deployment Service Resource Planning Basic Settings Business Add-Ins (BAdIs) Business Add-In: Scheduling . For more information. A multilevel staffing process structures the staffing for longer-term projects. you can also use the assignment type Capacitive. you can navigate to the role details in cProjects by clicking the project number in the demand search's result list. • In the case of concrete assignments you can create appointment series. in Customer Relationship Management Customizing. as well as individual appointments. You can also make a resource available for a demand without completing the assignment. Resource • From service resource planning. by using the booking type Reserved. For more information. and in the project demand details of the resource proposal list. • • • You can navigate to cProjects from the SAP CRM WebClient UI. see Multilevel Staffing of Project Roles. When you create an assignment. You can define resources as candidates for a project role first. see Assignments and Create and Maintain Assignments. and then schedule them later. by choosing Planning cProjects in the navigation bar. but with the following differences: • In addition to the assignment types Concrete and Work Time Based Concrete. you are assigning resources to meet one of the following demand types: • • Service demands based on service order items Project demands based on cProject roles 620 . Features The scheduling of cProject roles corresponds to the scheduling of service order items as far as possible. Assignments The relationship between a demand and a resource that results in measurable work.

Create and Maintain Assignments Service resource planners match resources and demands. to create assignments. Assignment type for which the effort exactly matches the duration. Once the final project commitment has been received. Capacitive Concrete Work Time Based Concrete This assignment type is only relevant for assignments for cProject roles. so that it is no longer available for other project work. Assignments for service order items are always created with booking type Booked. When you create an assignment. the resource is booked to the project.Structure Assignments can have the following assignment types: Assignment Types Description Assignment type for which the effort is less than the duration. This allows resource managers to plan for multiple projects. without actually committing resources until a finalized project order is received. Use Reserved Booked Used by a resource planner to assign resources to a demand. For example a resource is reserved for a project. according to the availability of a resource. without finalizing the assignment. Prerequisites You have selected the scheduling engine that you use for your implementation. and you have resources available that meet all demand requirements. Assignment that is distributed to a number of individual concrete assignments. You have located and defined demands to which you can apply resources. For assignments for cProject roles only. 621 . you define the assignment booking type: Booking Type Description Used to make a resource available for a demand. See Scheduling and Schedule Strategies.

and for cProject roles that are in the simple staffing process. Schedule Create You define a scheduling strategy by clicking Settings in the resource planning application. From the resource planning application. You can also create concrete assignments. The function you choose controls the mode of the assignment list. Features You can create assignments from the resource planner application for: • • Concrete and work-time-based concrete assignments for service order items Capacitive and concrete assignments for cProject roles You can create assignments for cProject roles in the extended staffing process if they have the status Staffing in Process. even if some concrete assignments already exist • If the assignment comes from a rule.You have entered all time allocation details for the resources. as a refinement of capacitive assignments. you can modify: • Assignments for cProject roles in the extended staffing process. you can change the assignment for the same resource only. Assignment List The assignment list has both a display mode and edit mode. if they have the status Staffing in Process. the concrete assignments are uniquely assigned to the capacitive assignment. In this case. and assignments for cProject roles that are in the simple staffing process The resource of a capacitive assignment. 622 . You switch to the assignment details and create a new assignment. Function Description You select resources and service order items to plan assignments. and are allocated with the total scope of the capacitive assignment. based on the configured scheduling strategy.

System Activity When you choose Schedule. You must have an availability that is large enough for the entire assignment. If an assignment is defined with a Groupware item.m. until 5:00 p. to 12:00 p.m.m.m. see Replace Resource. see Gantt View. the system automatically finds a suitable item within the resources' availability. and schedules the assignment for this time. EXAMPLE The assignment lasts from 8:00 a. Lunch (set to Not Available) from 12:00pm to 1:00pm • 623 . For more information.Replace Resource You can switch between resources in the assignment list's change mode and in the assignment details. You can edit the message and send it to the service employee. Here you can edit the data for the selected assignments. to 5:00 p. The resource has the following availability: • Working time (set to Available) from 8:00 a. Opens an automatically generated notification with the assignment details.m.m. For more information. You switch to the change mode of the assignment list. You use a link in the Status column to navigate to an automatic notification for your customer. You switch to the details and can make changes there. and again from 1:00 p. You can edit the message and send it to the customer. You can view the assignment details. Deletes an assignment. the system also deletes the Groupware object. Edit List Edit Notify Resource Notify Customer Delete Creating an Assignment using the Gantt Chart • • You can drag the assignment or time allocation into the Gantt chart.

and all resources as business partners. For more information. using the object relationship A441 (staffing manager) or A440 (candidate manager). at Settings for Project Roles Define Project Role Types . To do so. the system cannot schedule the demand. in Customer Relationship Management Customizing. Prerequisites • You have set the staffing option Resource Manager via Responsible Organization. You do this in Customizing for Collaboration Projects.In this case. the staffing of multilevel project roles is subdivided into different phases. You do this at Workforce Deployment Service Resource Planning . see SAP Note 731177. If the demand has mandatory qualifications. you link an organizational unit with a position. Resource Management Basic • You have set up the demand type Multi-Step Project Role Demand. in which various people responsible take on the maintenance of project roles: Phase Status Performed By 624 . Basic Settings Specify Demand Types for Resource Planning • You have mapped the staffing manager. for the project role type of the project role to be staffed. Features In contrast to standard staffing of project roles. you can perform status-driven staffing of cProject project roles. Multilevel Staffing of Project Roles In this process. using service resource planning. and assigned them to the respective organizational units. in transaction PPOME. You use this position to then link the respective business partner. and the resource does not exactly meet these qualifications. the system cannot schedule the resource because it does not have sufficient availability to meet the demand requirements. candidate manager.

All Roles. or Vacant Roles Takes on responsibility for the selected project role Optionally adds a message to the project role Candidate manager Supplements the candidate list with candidates Deletes unwanted or unsuitable candidates Assigns candidates to the project role. using the saved searches My Roles. All Roles.1 2 3 Staffing in Preparation Staffing in Process Staffing Completed Project leader Staffing manger or candidate manager Project leader Activities Status Performed By Activities Enters the basic settings for the project Enters requirements for project roles Sets the status of the project role to Staffing in Process Optionally adds a message to the project role Searches for multilevel project roles in the CRM WebClient UI. or the booking type Booked to assign them immediately Books reserved resources Staffing Completed Project leader Ends the staffing process for the project role. by setting the status to Staffing Completed Staffing in Preparation Project leader Staffing manager Integration with SAP ERP HCM 625 . using the booking type Reserved to make them available for the project role without completing the assignment. using the saved searches My Roles. or Vacant Roles Takes on responsibility for staffing the selected project roles Optionally adds a message to the project role Staffing in Process Staffing manager Assigns resources to project roles Can change existing assignments Searches for multilevel project roles in the CRM WebClient UI.

• Once you have created the business partner in SAP CRM. • • Integration Employees and qualifications must exist within SAP ERP HCM before you can create assignments for them within service resource planning. The system then changes the status to Transferred. CAUTION When creating a time allocation in the resource planner. The service resource planning application can process HR data directly. • You use the transaction PFAL for ALE distribution in SAP ERP HCM. Once you have created the service arrangement in SAP CRM. and transfer them to SAP CRM. it must be in the time zone of the SAP ERP HCM system. Once these time allocations are processed in SAP ERP HCM. where the system changes the status to From HR.You can integrate servic