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Change of Supplier Processes in Customer Service

SAP for Utilities


SAP CRM 7.0 and SAP ERP 6.0 EhP4

Change of Supplier Processes in Customer Service

Copyright
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Change of Supplier Processes in Customer Service

Table of Contents
Copyright .....................................................................................................................................2 1 2 3 Introduction ................................................................................................................................4 Scope..........................................................................................................................................4 Grid Usage Registration Processes in CRM .............................................................................4 3.1 3.1.1 3.1.2 3.1.3 3.2 3.2.1 3.2.2 4 Processes from Users Perspective in IC Scenario ...............................................................4 Contract Related Processes .............................................................................................4 Quotation Related Process ............................................................................................11 Displaying and Monitoring Switch Documents ................................................................13 Processes from the Users Perspective in the C&I Scenario ............................................... 13 Contract Related Processes ...........................................................................................13 Quotation Related Processes .........................................................................................19

Technical Settings and Extensibility .......................................................................................21 4.1 4.1.1 4.1.2 4.1.3 SAP CRM ..........................................................................................................................21 Customizing ...................................................................................................................21 Status ............................................................................................................................25 CRM BAdI CRM_ISU_IL_SWTMSG...............................................................................26

4.1.4 Switch Message Defaulting via ERP BAdI ISU_IDE_SWITCHDOC or ISU_IDE_SWITCHDOC2 ...........................................................................................................27 4.2 4.2.1 4.2.2 4.2.3 4.2.4 4.2.5 4.2.6 4.2.7 5 SAP IS-U ...........................................................................................................................28 Customizing / Starting the Workflow ...............................................................................28 Workflow Template ........................................................................................................29 BOR Object Type ISUSWITCHD (IS-U Switch Document) ............................................. 32 BOR Object Type ISUCRMCNTR (ISU CRM Contract) ..................................................33 Standard Tasks..............................................................................................................35 Supply Scenario - Generator ..........................................................................................38 Restrictions .................................................................................................................... 38

Appendix ..................................................................................................................................40 5.1 Maintenance of Switch messages (UTIL_SALES) .............................................................. 40

Change of Supplier Processes in Customer Service

1 Introduction
The deregulation of the energy market has resulted in a number of new processes that utility companies must carry out when concluding or ending a contract. In the regulated market, when a customer notifies the call center of a move-in, it was sufficient for the utility company to enter the move-in directly in the system. The same process applied for a move-out or a change of address (move-in/out). However, in the deregulated market, the simple move-in process has become a complex grid usage registration process with involvement of market partners. This process chain has to be coordinated and controlled across companies. In addition, the deregulated market requires that the process of entering customer data is as efficient as, or more efficient than it was before. With the SAP for Utilities solution, SAP provides processes for both regulated and deregulated markets. This document explains how SAP CRM, SAP's efficient customer service and sales platform, and SAP ERP are integrated in order to provide an end-to-end solution for the sales scenario in the deregulated market. As this solution is focused on sales organizations, it is of particularly interest for energy retailers. The distributors role is not considered in this document. For more information on the change of supplier process, see SAP Help Portal http://help.sap.com under Documentation SAP for Industries SAP for Utilities Intercompany Data Exchange Deregulation Functions Change of Supplier.

2 Scope
SAP for Utilities provides a completely end-to-end solution for contract management and grid usage registration processes as of SAP CRM2006s/2 and ERP 6.0 Enhancement Package 2. The solution described in this document is based on SAP CRM 7.0/higher and SAP ERP 6.0 EhP2/higher. Both standard business roles, UTIL_IC for the residential market as well as UTIL_SALES for the Commercial & Industrial (C&I) market, are in focus. The solutions for these business roles differ regarding the user interface (UI). The underlying processes are very similar or the same. This document is not intended to explicitly describe the implementation of country specific market communication rules and the integration of SAP CRM for Utilities with country-specific IDEX add-on solutions (for example, IDEX-GE, IDEX-GG). Refer to the IDEX-related documentation. The presented scope of this document is limited to standard processes and functionality without considering specific requirements you may face in your country. In this document, the descriptions Change of Supplier and Grid usage Registration are equivalently used for the same process. In some cases, Change of Supplier refers to the specific process variant.

3 Grid Usage Registration Processes in CRM


The CRM processes described in this section are grouped into two sub-sections based on different sales scenario: IC (B2C/retail) and C&I (B2B/commercial and industrial user). Grid Usage Registration processes become relevant in SAP CRM only when the item category is deregulated (see 4.1.1.1 on how to customize).

3.1 Processes from Users Perspective in IC Scenario


In IC scenario, the creation of switch message is triggered automatically inside the process once it starts; there is no need for the customer to click a button on the UI.

3.1.1 Contract Related Processes


3.1.1.1 New Contracts
Start Supply Process Name CONTRACT_START Registration related activity Start Supply for New Installation Start Supply (Change Supplier) Business Case The customer contacts the call center for a new supply contract and the agent 4

Change of Supplier Processes in Customer Service enters all necessary data in the CRM IC WebClient and saves the contract. Process Start The process starts after the agent confirms the business partner (BP)/premise and chooses New Contracts in Contract Management. A switch message is created when the point of delivery (PoD) is assigned to a deregulated item. Any product change during the process may cause the deletion of the existing switch message if the product change leads to a regulated item type. Any change to ISURQCONTSRT will update the MOVEINDATE field in the switch message. The agent needs to maintain the new supplier in the switch message; in case of change supply, he/she needs to enter the former supplier as well. The new supplier can be defaulted via BAdI implementation from the IS-U backend system (4.1.4) The distributor is retrieved from the IS-U backend system and updated automatically in the switch message (4.1.4). After entering all necessary data The agent chooses the Submit button in the CRM IC WebClient to save the new contract. The switch message is permanently saved in the IS-U system; the switch document number is then returned back to CRM and saved along with the contract. The new contract has status In Activation, which prevent its replication to IS-U until a positive response received in IS-U/IDE with inbound message sent by the distribution company. The switch message triggers the supply workflow in IS-U system; upon the completion of the workflow, it sends either status Activation Accepted or Activation Rejected to CRM. Supply Wrapup In case the activation is approved, the actual supply start date is sent to CRM; the status In Activation is removed and Activation Accepted is set; the contract start date is updated with the actual supply start date. The contract replication to ERP starts right after the download data is saved. In case of rejection, the status In Activation is removed and Activation Rejected is set. The contract remains inactive and is not replicated to ERP. Sub-process: FORCED_MOVEOUT (3.1.1.8) Relevant Process If there is already an active contract (replicated) for the PoD, on which the new contract is created, the forced move-out will be triggered in parallel when the PoD is assigned to the new contract item. In case the active contract is deregulated, the End Supply process will start.

Process End

3.1.1.2 End Contracts


Process Name Business Case Process Start CONTRACT_END Registration related activity End Supply

The customer contacts the call center to end an existing contract and the agent enters all necessary data in the CRM IC WebClient and ends the contract. The process starts after the agent confirms BP/premise and chooses the End Contracts in Contract Management. A switch message is created upon the start of the process. Any change to ISURQCONTEND will update the MOVEOUTDATE field in the switch message. The former supplier and distributor are retrieved from the IS-U backend 5

Change of Supplier Processes in Customer Service system and updated automatically in the switch message. The agent chooses the Submit button in the CRM IC WebClient to end the existing contract after entering all necessary data. The switch message is permanently saved in the IS-U system; the switch document number is then returned back to CRM and saved along with the contract. The contract has the status In Deactivation, which prevents its replication to IS-U until a positive response is received in IS-U/IDE as a message sent by the distributor. The switch message triggers the supply workflow in the IS-U system; upon the completion of the workflow, it sends either status Deactivation Accepted or Deactivation Rejected to CRM. Supply Wrapup In case the deactivation is approved, the actual supply end date is sent to CRM; the status In Deactivation is removed and the status Deactivation Accepted is set; the contract end date is updated with the actual supply end date. The contract ends in CRM and the replication to ERP starts. In case of rejection, the status In Deactivation is removed and Deactivation Rejected is set. The contract remains active in CRM and no contract replication to ERP. Relevant Process N/A N/A

Process End

3.1.1.3 Move Contracts (Move to Other Premises)


Move Contracts refers to a move from one premise to another different premise. It consists of two CRM processes occurred in order: CONTRACT_END and CONTRACT_START. Process Name CONTRACT_END CONTRACT_START Registration related activity Refer to activity from CONTRACT_END and CONTRACT_START

Business Case

The customer informs the call center about the change of address and the agent enters all necessary data in the CRM IC WebClient and completes the address change. The agent confirms the BP/ the old Premise and selects the contract to move; the CONTRACT_END process starts after the agent chooses Move Contracts in Contract Management. The CONTRACT_START process start after the agent has confirmed the new premise. Refer to the process CONTRACT_END and CONTRACT_START for supply process handling. The agent chooses the Submit button in the CRM IC WebClient to end the existing contract on the old premise and, after entering all necessary data, concludes the new contract on the new premise. Refer to process CONTRACT_END and CONTRACT_START for detailed information. Refer to process CONTRACT_END and CONTRACT_START for detailed information. Four supply results may occur:

Process Start

Process End

Supply Wrapup

Both end and start of supply approved Both end and start of supply rejected End of supply approved; start of supply rejected End of supply rejected; start of supply rejected

Change of Supplier Processes in Customer Service

Relevant Process(es)

N/A N/A

3.1.1.4 Contract Start Reversal


In the deregulated environment, the supplier is permitted to cancel (reverse) a pending request for start of supply as long as the supply has not been accepted, rejected or reversed. This follows market rules that are applied in many deregulated markets. Process Name CONTSTART_CANCEL Registration related activity Reverse Start Supply Reverse Start Supply (Change Supplier)

Business Case

The customer contacts the call center, and asks to cancel a new contract before the Start Supply process is concluded. The agent enters all necessary data in CRM IC WebClient and completes the request. The agent confirms the BP, selects a contract from Contract Management, and chooses Change Contracts, then starts the Cancel Contract process. A Reverse Start Supply message is created upon the start of the process. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the switch message, therefore no UI is provided. The agent enters the required information (for example, cancel reason, party) and chooses the button Finish Process in the CRM IC WebClient to complete the request. The switch message is saved in the IS-U system; the switch document number is then returned back to CRM and saved along with the contract. The deregulation related status for the contract item keeps unchanged, so the status In Activation remains active. The status Activation Reversed is received in CRM in case the cancellation has successfully been completed in ERP. The status In Activation is removed and the status Activation Reversed is set. The contract remains inactive and is not replicated to ERP. If the cancellation process starts in ERP after the completion of the previous Start Supply workflow, status Activation Accepted or Activation Rejected should be expected. Refer to Supply Wrap-up in 3.1.1.1 for detail information. N/A N/A

Process Start

Process End

Supply Wrapup

Relevant Process

3.1.1.5 Contract End Reversal


In the deregulated environment, the supplier is permitted to cancel (reverse) a pending request for supply end as long as the end supply has not been accepted, rejected or reversed.

Process Name

CONTEND_CANCEL

Registration related activity

Reverse End Supply Reverse End Supply (Change Supplier)

Business Case Process Start

The customer contacts the call center, and asks to cancel a contract end before the end supply process is concluded. The agent enters all necessary data in CRM IC WebClient and completes the request. The agent confirms the BP, selects a contract from Contract Management, and 7

Change of Supplier Processes in Customer Service chooses Change Contracts, then starts the Cancel Contract End process. A Reverse End Supply message is created upon the start of the process. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the switch message, therefore no UI is provided. The agent enters required information (for example, cancellation reason, party) and chooses the Finish Process button in the CRM IC WebClient to complete the request. The switch message is saved in the IS-U system; the switch document number is then returned back to CRM and saved along with the contract. The deregulation related status for the contract item keeps unchanged, so the status In Deactivation remains active. Status Deactivation Reversed is received in CRM in case the cancellation completes successfully in ERP. Status In Deactivation is removed and Deactivation Reversed is set. The contract remains active and no replication to ERP. If the cancellation process starts in ERP after the completion of the previous Start Supply workflow, the status Deactivation Accepted or Deactivation Rejected should be expected. Refer to Supply Wrap-up in 3.1.1.2 for detail information. N/A N/A

Process End

Supply Wrapup

Relevant Process

3.1.1.6 Date Change


In the deregulated environment, the supplier is permitted to change the start date or end date of contracts, of which the supply process is not concluded yet. That means the contract start or end has not been accepted, rejected or reversed.

Reverse Start Supply Reverse Start Supply (Change Supplier) Start Supply Start Supply for New Installation Start Supply (Change Supplier) Business Case The customer contacts the call center, and asks to change the contract start date before the Start Supply process is concluded. The agent enters all necessary data in the CRM IC WebClient and completes the request. The agent confirms the BP, selects a contract from the Contract Management, and chooses Change Contracts, then starts the Change Contract Start Date process. Upon the start of the process, two switch messages are created: a Reverse Start Supply message is created for the old contract start date, and a new Start Supply message is created for the new contract start date. Any update to ISURQCONTSRT will update the MOVEINDATE field in the new Start Supply message. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the two switch messages, therefore no UI is provided. Process End The agent provides a reason for the change and chooses the Finish Process button 8

Process Name

CONTSTART_CHANGE

Registration related activity

Process Start

Change of Supplier Processes in Customer Service in the CRM IC WebClient to complete the request. Two switch messages are saved in the IS-U system; their switch document numbers are then returned back to CRM and saved along with the contract. The deregulation related status for the contract item keeps unchanged, so the statusIn Activation remains active. When the supply workflows for the cancellation of the old date and the start of new date in ERP have been successfully completed, the status Activation Reversed and Activation Accepted are sent to CRM, respectively. Along with the status Activation Accepted, the actual supply start date is sent to CRM. In CRM, the status In Activation is removed and the statusActivation Accepted is set; the contract is updated with the actual supply start date. The contract becomes active and the replication to ERP starts. In all other cases, the status Activation Rejected should be expected. The contract remains inactive, no replication takes place. Relevant Process N/A N/A

Supply Wrapup

Reverse End Supply Process Name CONTEND_CHANGE Registration related activity Reverse End Supply (Change Supplier) End Supply End Supply (Change Supplier) Business Case The customer contacts the call center, and asks to change the contract end date before the end supply process is concluded. The agent enters all necessary data in CRM IC WebClient and completes the request. The agent confirms the BP, selects a contract from Contract Management, chooses Change Contracts, then starts the Change Contract End Date process. Upon the start of the process, two switch messages are created: a Reverse End Supply message is created for the old contract end date, and a new End Supply message is created for the new contract end date. Any update to ISURQCONTEND will update the MOVEOUTDATE field in the new End Supply message. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the two switch messages, therefore no UI is provided. The agent provides a reason for the change and chooses the Finish Process button in the CRM IC WebClient to complete the request. Two switch messages are saved in the IS-U system; their switch document numbers are then returned back to CRM and saved along with the contract. The deregulation-related status for the contract item remains unchanged, this means, the status In Deactivation remains active. In case the supply workflows complete successfully for the cancellation of old date and the confirmation of new date in ERP, status Deactivation Reversed and Deactivation Accepted are sent to CRM respectively. Along with status Deactivation Accepted, the actual supply end date is sent to CRM. In CRM, status In Deactivation is removed and Deactivation Accepted is set; the contract is updated with the actual supply end date. The contract ends and the replication to ERP starts. In all other cases, status Deactivation Rejected should be expected. The contract remains active, no replication happens. 9

Process Start

Process End

Supply Wrapup

Change of Supplier Processes in Customer Service

Relevant Process

N/A N/A

3.1.1.7 Product Change


The following processes are related to product change: Reverse product change - PRODCHANGE_CNC Product change in same document - PROD_CHANGE_CURR Product change in new document - PROD_CHANGE_NEW Follow-up product change - PROD_CHANGE_PAR2 In the standard implementation, product change doesnt generate any switch messages, therefore no deregulation related process is involved on both CRM and ERP side, this means, deregulated and regulated items are equivalent.

3.1.1.8 Forced Move-Out


The process FORCED_MOVEOUT is called automatically during the Start Supply process to an occupied service location. It generates an end supply with the start of supply minus one.

Process Name Business Case Process Start

FORCED_MOVEOUT

Registration related activity

End Supply End Supply (Change Supplier)

The customer contacts the call center to start a new contract on an occupied service location. The process starts as a sub-process, once the occupied POD is assigned to the new contract item inside CONTRACT_START process. An End Supply message is created upon the start of the process with the end date set to the start date of the new contract minus one. Any change to ISURQCONTSRT to the new contract item will update the MOVEOUTDATE field in the End Supply message (minus one). The former supplier and distributor are retrieved from the IS-U backend system and updated automatically in the switch message. No manually-entered data is required for the switch message, therefore no UI is provided. The agent clicks the Submit button in the New Contract process. The switch message is permanently saved in the IS-U system; the switch document number is then returned back to CRM and saved along with the contract. The old contract has the status In Deactivation, which prevent its replication to IS-U until a positive supply response is received from the IS-U. The switch message triggers the supply workflow in IS-U system; upon the completion of the workflow, it sends either status Deactivation Accepted or Deactivation Rejected to CRM.

Process End

Supply Wrapup

In case the deactivation is approved, the actual supply end date is also sent to CRM; the status In Deactivation is removed and Deactivation Accepted is set; the contract end date is updated with the actual supply end date. The contract ends in CRM and the replication to ERP starts. In case of rejection, the status In Deactivation is removed and Deactivation Rejected is set. The contract remains active in CRM and no contract replication to 10

Change of Supplier Processes in Customer Service ERP. Relevant Process CONTRACT_START FORCED_MOVEOUT is started as a sub-process of CONTRACT_START.

3.1.2 Quotation Related Process


There are five quotation-related processes: Create quotation - QUOTATION_CREATE Accept quotation - QUOTATION_ACCEPT The following processes are not deregulation relevant; therefore no supply process handling: Change quotation - QUOTATION_CHANGE Reject quotation - QUOTATION_REJECT Release quotation - QUOTATION_RELEAS

3.1.2.1 Create Quotation (Create Offer)


Start Supply Process Name QUOTATION_CREATE Registration related activity Start Supply for New Installation Start Supply (Change Supplier) Business Case Process Start The customer contacts the call center for a new quotation. The agent enters all necessary data in the CRM IC WebClient and saves the quotation. The process starts after the agent confirms the BP/the premise and chooses Create in Quotation Management. A switch message is created when the PoD is assigned to a deregulated item Any product change during the process may cause the deletion of the existing switch message if the product change leads to a regulated item type. (Such a change is of course not very meaningful from business point of view. So this case is more hypothetical to describe the implemented process logic.) Any change to ISURQCONTSRT will update the MOVEINDATE field in the switch message. The agent needs to maintain the switch message, for example, enter data like switch activity, codes for service providers (the new supplier in the switch message; in case of change supply, he/she needs to enter the former supplier as well; distributor). Service provider codes can be also automatically filled into the switch message: o o The new supplier can be defaulted using a BAdI implementation from IS-U backend system. If a IS-U grid is assigned to the corresponding PoD, the distributor is retrieved using the IS-U grid from the IS-U backend system and updated automatically in the switch message.

Process End

The agent chooses the Submit button in the CRM IC WebClient to save the new quotation after entering all necessary data. A temporary switch message is saved 11

Change of Supplier Processes in Customer Service in the IS-U system; the new switch message number is then returned back to CRM and saved along with the quotation. Supply Wrapup The supply start message saved in IS-U is a temporary switch message; therefore no supply workflow is triggered. Quotation only exists on the CRM side, no replication to ERP takes place. N/A N/A

Relevant Process

3.1.2.2 Accept Quotation


Registration related activity

Process Name

QUOTATION_ACCEPT

N/A

Business Case

The customer contacts the call center, and he/she wants to take a previously created quotation (offer). The agent accepts the quotation and makes necessary changes. A new contract is created based on the quotation and the agent saves the new contract in the CRM IC WebClient. The process starts after the agent confirms the BP and chooses Accept for a selected quotation in Quotation Management. The switch message is handled in the follow-up process. The agent chooses the Submit button in the CRM IC WebClient to save the new contract. A new switch document is created and saved permanently in the IS-U system; the switch document number is then returned back to CRM and saved along with the contract. The contract has the status In Activation. Refer to the follow-up process CONTRACT_CHANGE. Follow-up process: CONTRACT_CHANGE The switch message is handled in this process.

Process Start

Process End

Supply Wrapup Relevant Process

Process CONTRACT_CHANGE is only used as the follow-up process of QUOTATION_ACCEPT. Start Supply Process Name CONTRACT_CHANGE Registration related activity Start Supply for New Installation Start Supply (Change Supplier) Business Case Process Start Process CONTRACT_CHANGE is only used as the follow-up process of QUOTATION_ACCEPT. The process starts when QUOTATION_ACCEPT starts. A switch message is created upon the start of the process if the quotation already has a PoD assigned. The values of the switch message are directly copied from the temporary switch message created in the quotation. In case there is no PoD for the quotation and the PoD is assigned later in this process, the switch message is created in the ON_POD_CHANGE event. If the quotation was created out of an existing contract, the switch message is not generated. In this case, the product change will be carried 12

Change of Supplier Processes in Customer Service out in the main process QUOTATION_ACCEPT. Any change to ISURQCONTSRT will update the MOVEINDATE field in the switch message. Any product change during the process may cause the deletion of the existing switch message if the product change leads to a regulated item type. Process End The agent chooses the Submit button in the CRM IC WebClient to save the new contract. The switch message triggers the supply workflow in IS-U system; upon the completion of the workflow, it either sends the status Activation Accepted or Activation Rejected to CRM. Supply Wrapup In case the activation is approved, the actual supply start date is also sent to CRM; the status In Activation is removed and Activation Accepted is set; the contract start date is updated with the actual supply start date. The contract replication to ERP starts right after the download data has been saved. In case of rejection, the status In Activation is removed and Activation Rejected is set. The contract remains inactive and no contract replication to ERP takes place. Relevant Process QUOTATION_ACCEPT The main process of CONTRACT_CHANGE.

3.1.3 Displaying and Monitoring Switch Documents


To display and monitor switch documents for a contract in IC, you need to go to the contract Details view and click tab Status, where all switch documents related to the contract are listed. For detailed information on each switch document, you click on a switch document number link. The detailed view is then displayed for the selected switch document, containing the tab pages Activities, Messages, and Log.

3.2 Processes from the Users Perspective in the C&I Scenario


The agent in the IC scenario only interacts with residential customers, and the number of items per customer and per order is very limited. However, in the C&I scenario the agent (Key Account Manager, KAM) normally deals with industrial and commercial customers, whose orders may contain hundreds or even over a thousand of items at the same time. The performance becomes one of the major concerns during the process of orders with multiple items; therefore the creation of switch messages in most cases is not triggered automatically inside the CRM processes like in the IC. They are only triggered on the KAMs request on the UI. The KAM is using the UTIL_SALES business role.

3.2.1 Contract Related Processes


3.2.1.1 Create Contract from PoD Set
CONT_CREATE_BSKM (structured) CONT_CREATE_BSKT (flat) Business Case

Process Name

Registration related activity

N/A

The KAM creates a contract from an existing PoD Set. 13

Change of Supplier Processes in Customer Service

Process Start

The KAM opens an existing PoD Set, selects PoDs from the list and then starts the process Contract or Structured Contract from the Process menu. There is no switch message handling in this process.

Process End Supply Wrapup

After maintaining the required information, the KAM chooses the Save button in the CRM WebClient to save the new contract. Refer to the follow-up process in 3.2.1.2 for information about switch message handling. Follow-up process: CNTR_CHANGE_CI The switch messages belong to the follow-up process, which also responses to the changes made to the contract items.

Relevant Process

Any product change during the process may cause the deletion of the existing switch messages if the product change leads to a regulated item type. Any change to ISURQCONTSRT will update the MOVEINDATE field in the switch messages.

3.2.1.2 Change Contract


Start Supply Process Name CNTR_CHANGE_CI Registration related activity Start Supply for New Installation Start Supply (Change Supplier) Business Case The KAM inserts a new contract item or opens an existing contract into Edit mode. The process starts when 1. The KAM chooses the New button from the Contract Search Result List view, or subsequently inserts a new item (choosing the Insert button on the UI) to the newly created contract. Process Start 2. The KAM opens an existing contract and chooses the Edit button from the Item List view, or subsequently inserts a new item (choosing the Insert button on the UI) to the existing contract. 3. The KAM creates a contract from the PoD set. It starts as the follow-up process of CONT_CREATE_BSKM and CONT_CREATE_BSKT. 4. The KAM accepts a quotation. It starts as the follow-up process of QUOT_ACCEPT_CI, QUOT_ACC_ITEM_CI and QUOT_ACC_STR_CI. No switch message is generated during the process Start method. Start Supply is relevant to newly-inserted deregulated contract items (or sub-items in case of structured document). Start Supply is relevant to existing deregulated contract items only when they are non-active and without pending Start Supply When this process is started as the follow-up process, the creation of switch messages can only be triggered using the Market Communication Data button. When this process is started as the main process, the creation of switch messages is triggered by one of the following events on the Start-Supplyrelevant items: Any POD change deletes the old switch message if it exists, and creates a new one Any product change creates a switch message if there is no existing one. 14

Change of Supplier Processes in Customer Service A product change may cause the deletion of the existing switch message if the product change leads to a regulated item type. Any change to ISURQCONTSRT creates a switch message by retrieving it from ERP if there is a previously-saved temporary switch message and it is not in the buffer yet; if the switch message already exists in the buffer, the MOVEINDATE field will be upated. In Edit mode, the agent chooses the Market Communication Data button to create switch messages for those Start-Supply-relevant items that do not yet have switch messages. Market Communication Data button: The switch messages are displayed in the Market Communication view; in case of structured contract, the switch messages are also grouped per main item. The KAM needs to maintain the new supplier in the switch messages. If the supplier changes, the KAM needs to enter the former suppliers as well. The new supplier can be defaulted using a BAdI implementation from IS-U backend system. The distributor is retrieved from the IS-U backend system and updated automatically in the switch messages. The Message Data Clipboard enables the mass update to the selected switch messages. When a switch message is created for the item with previously-saved temporary switch message, the value of the switch message is retrieved directly from ERP. After maintaining the required information, the KAM chooses the Save button in the CRM WebClient to save the new contract. The switch messages are permanently saved in the IS-U system; the switch document numbers are then returned back to CRM and saved along with the contract items. The new contract has the status In Activation, which prevent its replication to IS-U until a positive response is received from the IS-U system. If the items or the switch messages contain an error, the switch messages will be saved temporarily in the IS-U system with a temporary flag; the new switch message numbers are returned and saved with their contract items in CRM for future reference. The status In Activation is not set and the status Activation Schedule remains active.. Each permanent switch message triggers a supply workflow in IS-U system; upon the completion of the workflow, it sends either status Activation Accepted or Activation Rejected to CRM. If the activation is approved, the actual supply start date is sent to CRM; the status In Activation is removed and the status Activation Accepted is set. The contract start date is updated with the actual supply start date. The contract replication to ERP starts right after the download data have been saved. If the activation is rejected, the status In Activation is removed and the status Activation Rejected is set. The contract remains inactive and no contract replication to ERP takes place. No supply workflow is started for the temporary switch messages. Relevant Process Changes made to items with pending Start Supply process must be done using separate processes, for example, CI_START_CHANGE, CONTRACT_END_CI, CI_END_CANCEL, QUOT_ACCEPT_CI.

Process End

Supply Wrapup

15

Change of Supplier Processes in Customer Service

3.2.1.3 End Contract


CONTRACT_END_CI SUPPLY_END_CI Registration related activity End Supply

Process Name Business Case Process Start

The KAM tries to end an active Start Supply process. The KAM searches and opens an existing contract, puts the contract into edit mode, select active contract items, then checks and executes C&I Contract End. An End Supply message for each selected item is created upon the start of the process. All information is retrieved from the active Start Supply process in ERP. No manually-entered data is required for the switch message. The process ends after the execution completes. The End Supply message is saved in the IS-U system once the KAM chooses the Save button; the switch document number is then returned back to CRM and saved along with the contract. In Deactivation status is set. Refer to Supply Wrap-up in 3.1.1.2 for detailed information. Process CNTR_CHANGE_CI is involved when the contract is put into edit mode.

Process End

Supply Wrapup Relevant Process

3.2.1.4 Contract Start Reversal


In the deregulated environment, the KAM should be able to cancel (reverse) the pending Start Supply process as long as the supply has not been accepted, rejected or reversed.

Process Name Business Case Process Start

CI_START_CANCEL

Registration related activity

Reverse Start Supply Reverse Start Supply (Change Supplier)

The KAM tries to cancel a pending Start Supply process. The KAM searches and opens an existing contract, puts the contract into edit mode, select the contract items with pending Start Supply process, then checks and executes C&I Cancel Contract. A Reverse Start Supply message is created upon the start of the process. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the switch message. The process ends after the execution completes. The reversal switch message is saved in the IS-U system once the KAM chooses the Save button; the switch document number is then returned back to CRM and saved along with the contract. The deregulation related status for the contract item remains unchanged, this means, the status In Activation remains active. The status Activation Reversed is received in CRM in case the cancellation has successfully been completed in ERP. The status In Activation is removed and the statusActivation Reversed is set. The contract remains inactive and no replication to ERP takes place. If the cancellation process starts in ERP after the completion of the previous Start Supply workflow, the status Activation Accepted or the status Activation Rejected 16

Process End

Supply Wrapup

Change of Supplier Processes in Customer Service should be expected. Refer to Supply Wrap-up in 3.1.1.4 for detailed information. Relevant Process The process CNTR_CHANGE_CI is involved when the contract is put into edit mode.

3.2.1.5 Contract End Reversal


In the deregulated environment, the KAM should be able to cancel (reverse) pending End Supply process as long as the supply has not been accepted, rejected or reversed.

Process Name Business Case Process Start

CI_END_CANCEL

Registration related activity

Reverse End Supply Reverse End Supply (Change Supplier)

The KAM tries to cancel a pending End Supply process. The KAM searches and opens an existing contract, puts the contract into edit mode, select the contract items with pending end supply, then checks and executes C&I Cancel Contract End. A Reverse End Supply message is created upon the start of the process. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the switch message. The process ends after the execution has been completed. The Reversal Switch message is saved in the IS-U system once the KAM chooses the Save button; the switch document number is then returned back to CRM and saved along with the contract. The deregulation-related status for the contract item remains unchanged, this means, the status In Deactivation remains active. The status Deactivation Reversed is received in CRM in case the cancellation has successfully been completed in ERP. The status In Deactivation is removed and the status Deactivation Reversed is set. The contract remains active and no replication to ERP takes place. If the cancellation process starts in ERP after the completion of the previous Start Supply workflow, the status Deactivation Accepted or Deactivation Rejected should be expected. Refer to Supply Wrap-up in 3.1.1.5 for detailed information. Process CNTR_CHANGE_CI is involved when the contract is put into edit mode.

Process End

Supply Wrapup

Relevant Process

3.2.1.6 Contract Start Date Change


In the deregulated environment, the KAM should be able to change the start date of a pending Start Supply process, as long as the supply has not been accepted, rejected or reversed.

Reverse Start Supply Reverse Start Supply (Change Supplier) Start Supply Start Supply for New Installation Start Supply (Change Supplier) 17

Process Name

CI_START_CHANGE

Registration related activity

Change of Supplier Processes in Customer Service

Business Case

The KAM tries to change the start date for contract items with pending Start Supply process. The KAM searches and opens an existing contract, puts the contract into edit mode, select the contract items with pending Start Supply process, then checks and executes C&I Change Contract Start. No switch message is created upon the start of the process. Two switch messages are created for each selected item when item ISURQCONTSRT is changed: a Start Supply message with the newlyenter date; a Reverse Start Supply message for the pending supply. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the two switch messages. The process ends after the execution completes. The reversal and new supply switch messages are saved in the IS-U system once the KAM chooses the Save button; the switch document numbers are then returned back to CRM and saved along with the contract. The deregulation-related status for the contract item remains unchanged, this means, the status In Activation remains active. In case the supply workflows complete successfully for the cancellation of old date and the start of new date in ERP, status Activation Reversed and Activation Accepted are sent to CRM respectively. Along with status Activation Accepted, the actual supply start date is also sent to CRM. In CRM, status In Activation is removed and Activation Accepted is set; the contract is updated with the actual supply start date. The contract becomes active and the replication to ERP starts. In all other cases, status Activation Rejected should be expected. The contract remains inactive, no replication happens.

Process Start

Process End

Supply Wrapup

Relevant Process

Process CNTR_CHANGE_CI is involved when the contract is put into edit mode.

3.2.1.7 Contract End Date Change


In the deregulated environment, the KAM should be able to change the end date of pending end supply as long as the supply has not been accepted, rejected or reversed.

Reverse End Supply Process Name CI_END_CHANGE Registration related activity Reverse End Supply (Change Supplier) End Supply End Supply (Change Supplier) Business Case Process Start The KAM tries to change the end date for contract items with pending end supply. The KAM searches and opens an existing contract, puts the contract into edit mode, select the contract items with pending end supply, then checks and executes C&I Change Contract End. No switch message is created upon the start of the process Two switch messages are created for each selected item when item ISURQCONTEND is changed: an End Supply message with the newlyenter end date; a Reverse End Supply message for the pending end supply. All information is retrieved from the previous saved switch document in ERP. No manually-entered data is required for the two switch messages. 18

Change of Supplier Processes in Customer Service

Process End

The process ends after the execution has been completed. The reversal and new end supply switch messages are saved in the IS-U system once the KAM chooses the Save button; the switch document numbers are then returned back to CRM and saved along with the contract. The deregulation-related status for the contract item remains unchanged, this means, the status In Deactivation remains active. When the supply workflows have successfully been completed for the cancellation of old date and the end of new date in ERP, the status Deactivation Reversed and Deactivation Accepted are sent to CRM, respectively. Along with the status Deactivation Accepted, the actual supply end date is also sent to CRM. In CRM, the status In Deactivation is removed and the statusDeactivation Accepted is set; the contract is ended with the actual supply end date and the replication to ERP starts. In all other cases, the status Deactivation Rejected should be expected. The contract remains active, no replication takes place.

Supply Wrapup

Relevant Process

Process CNTR_CHANGE_CI is involved when the contract is put into edit mode.

3.2.2 Quotation Related Processes


The quotation is only dealing with temporary switch messages, which do not trigger any switch workflow in ERP; therefore, there are less quotation-related processes in the deregulated environment.

3.2.2.1 Create Quotation


The following processes are related to the quotation creation: QUOT_CREATE_BSKM QUOT_CREATE_BSKT QUO_CONSET_COPY QUO_CONSET_COPYS QUOT_COPY_CI QUOT_CHANGE_CI

QUOT_CHANGE_CI is defined as the follow-up process of the other processes, and the switch messages are created and bound to QUOT_CHANGE_CI, only. Start Supply Process Name QUTO_CHANGE_CI Registration related activity Start Supply for New Installation Start Supply (Change Supplier) Business Case The KAM inserts a new quotation item or opens an existing quotation into Edit mode. The process starts when 1. The KAM chooses the New button from Quotation Search Result List view, or subsequently inserts a new item (choosing the Insert button on the UI) to the newly created quotation. 2. The KAM opens an existing quotation and chooses the Edit button from theItem List view, or subsequently inserts a new item (choosing the Insert button on the UI) to the existing quotation. 19

Process Start

Change of Supplier Processes in Customer Service

3. The KAM creates a quotation from PoD set. It starts as the follow-up process of QUOT_CREATE_BSKM or QUOT_CREATE_BSKT. When this process is started as the follow-up process, the creation of switch messages can only be triggered by choosing the Market Communication Data button. When this process is started as the main process, the creation of switch messages is triggered by one of the following events on the start-supplyrelevant items: Any POD change deletes the old switch message, if it exists, and creates a new one Any product change creates a switch message, if there is no existing one. A product change may cause the deletion of the existing switch message if the product change leads to a regulated item type. Any change to ISURQCONTSRT creates a switch message by loading it from ERP if there is a previously-saved temporary switch message and it is not yet in the buffer; if the switch message already exists in the buffer, the MOVEINDATE field will be upated. In Edit mode, the KAM chooses the Market Communication Data button to create switch messages for those items that do not yet have switch messages. Market Communication Data button: The switch messages are displayed in the Market Communication view; in case of structured quotation, the switch messages are also grouped per main item. The KAM needs to maintain the new supplier in the switch messages; in case of change supply, he/she needs to enter the former suppliers as well. He can define a new default supplier using a BAdI implementation from the IS-U backend system. The distributor is retrieved from the IS-U backend system and updated automatically in the switch messages. The Message Data Clipboard enables mass update to the selected switch messages. When a switch message is created for the item with previously-saved temporary switch message, the value of the switch message is taken directly from ERP. After maintaining required information, the KAM chooses the Save button in the CRM WebClient to save the new quotation. The switch messages are temporarily saved in the IS-U system; new switch message numbers are then returned back to CRM and saved along with the quotation items for future reference. N/A

Process End

Supply Wrapup Relevant Process

3.2.2.2 Accept Quotation


Like in the IC, accepting a quotation requires two processes, main process and follow-up process. Main Processes: QUOT_ACC_STR_CI 20

Change of Supplier Processes in Customer Service QUOT_ACCEPT_CI QUOT_ACC_ITEM_CI Follow-up Process: CNTR_CHANGE_CI

The main processes do not handle any switch message. Switch messages are processed only in the follow-up process. Refer to 3.2.1.2 for more information on the follow-up process.

4 Technical Settings and Extensibility


4.1 SAP CRM
4.1.1 Customizing
4.1.1.1 Mark Item Categories as Relevant for Deregulation
In Customizing for Customer Relationship Management under Industry-Specific Solutions Utilities Industry Transactions Settings for Utility Transactions Define Settings for Item Categories select the IDE indicator for item categories that are deregulation-relevant. .

4.1.1.2 Defining Switch Actions


A switch action defines a supply activity using the combination of field values from switch type, switch view, message category, and transaction reason. The available values for the four fields are defined in the backend system. Below you will find the standard Customizing settings for each field. Switch Type: 01: Change of Supply 02: End of Supply 03: Start of Supply 04: Backup Supply Switch View: 01: Distributor View 02: Supplier View - New Supplier 03: Supplier View - Old Supplier Category: E01: Registration E02: Termination Transaction Reason: E01: Move-in/out E02: Move-in (New Installation) E03: Change of Supplier E04: Backup Supply E05: Reversal E06: Emergency Supply

21

Change of Supplier Processes in Customer Service In Customizing for Customer Relationship Management under Industry-Specific Solutions Utilities Settings for User Interface Transaction Processing Market Communication, in the Industry Define Switch Actions folder, you can define all switch actions that occur in your company. Below you will find some examples: Switch Action ID 2000 2001 2002 2011 2012 3001 3002 3011 3012 Description Start Supply Start Supply for New Installation Start Supply (Change Supplier) Reverse Start Supply Reverse Start Supply (Change Supplier) End Supply End Supply (Change Supplier) Reverse End Supply Reverse End Supply (Change Supplier) Switch Type 03 03 01 03 01 02 01 02 01 Switch View 02 02 02 02 02 03 03 03 03 Category E01 E01 E01 E01 E01 E02 E02 E02 E02 Transaction Reason E01 E02 E03 E05 E05 E01 E03 E05 E05

4.1.1.3 Defining Switch Action Groups and Assigning Switch Actions to Groups
In Customizing for under Customer Relationship Management under Industry-Specific Solutions Utilities Industry Settings for User Interface Transaction Processing Market Communication, in the Define Switch Action Groups folder, you create switch action groups, to which switch actions are gathered depending on how you need them for the process. In the Allocate Switch Actions folder, you allocate switch actions to a group and also define the order in which the switch actions are displayed in the dropdown list in the IC WebClient. Below you will find the standard switch action groups and switch action allocations with ranks: Switch Action Group CONTRACT_START Description Contract Start Assigned Switch Actions 2000 Start Supply 2001 Start Supply for New Installation 2002 Start Supply (Change Supplier) END_OF_SUPPLY Contract End 3001 End Supply 3002 End Supply (Change Supplier) CAN_CONT_START Cancel Contract Start 2011 Reverse Start Supply 2012 Reverse Start Supply (Change Supplier) CAN_CONT_END Cancel Contract End 3011 Reverse End Supply Ranks 10 20 30 10 20 10 20

10

22

Change of Supplier Processes in Customer Service

3012 Reverse End Supply (Change Supplier)

20

The switch action with the lowest rank number is displayed on the top of the switch action dropdown list on the UI.

4.1.1.4 Allocating Switch Action Groups to Processes


In Customizing for Customer Relationship Management for Industry-Specific Solutions Utilities Industry Settings for User Interface Transaction Processing Processes Define Processes, assign proper switch action groups to all the processes relevant for the deregulated environment. You can do this by using the Process Configuration hierarchy node for the relevant process. Process Overview and Deregulation Related Configuration for IC Scenario Process Name CONTRACT_START CONTRACT_END CONTSTART_CANCEL CONTEND_CANCEL CONTRACT_CHANGE Description Start contract End contract Cancel contract Cancel contract end Follow-up process of QUOTATION_ACCE PT Change contract start date Change contract end date Sub-process of CONTRACT_START for forced move-out on occupied PoD Product change in the same document Product change in the new document Product change follow-up process Cancel product change Accept quotation Field Name SWT_MSG_GROUP SWT_MSG_GROUP SWT_MSG_GROUP_CN SWT_MSG_GROUP_CN SWT_MSG_GROUP Configuration Value CONTRACT_START END_OF_SUPPLY CAN_CONT_START CAN_CONT_END CONTRACT_START

CONTSTART_CHANGE

SWT_MSG_GROUP_CN SWT_MSG_GROUP_CR SWT_MSG_GROUP_CN SWT_MSG_GROUP_CR SWT_MSG_GROUP

CAN_CONT_START CONTRACT_START CAN_CONT_END END_OF_SUPPLY END_OF_SUPPLY

CONTEND_CHANGE

FORCED_MOVEOUT

PROD_CHANGE_CUR R PROD_CHANGE_NEW PROD_CHANGE_PAR2 PRODCHANGE_CNC QUOTATION_ACCEPT

N/A N/A N/A N/A SWT_MSG_GROUP Not used in the standard implementation CONTRACT_START CONTRACT_START Not used in the standard implementation Not used in the standard implementation 23

QUOTATION_CREATE QUOTATION_CHANGE QUOTATION_REJECT

Create quotation Change quotation Reject quotation

SWT_MSG_GROUP SWT_MSG_GROUP SWT_MSG_GROUP

QUOTATION_RELEAS

Release quotation

SWT_MSG_GROUP

Change of Supplier Processes in Customer Service

Process Overview and Deregulation Related Configuration for C&I Scenario Process Name QUOT_CREATE_BSKT Description Create quotation from Pod set Create contract from PoD set Create structured quotation from PoD set Create structured contract from PoD set Accept quotation with structured items Accept quotation with items Accept quotation Field Name SWT_MSG_GROUP Configuration Value Not used in the standard implementation Not used in the standard implementation Not used in the standard implementation Not used in the standard implementation Not used in the standard implementation Not used in the standard implementation Not used in the standard implementation CONTRACT_START Not used in the standard implementation CONTRACT_START Not used in the standard implementation CAN_CONT_START CONTRACT_START CAN_CONT_START CAN_CONT_END END_OF_SUPPLY CAN_CONT_END END_OF_SUPPLY END_OF_SUPPLY CONTRACT_START Not used in the standard implementation CONTRACT_START

CONT_CREATE_BSKT

SWT_MSG_GROUP

QUOT_CREATE_BSKM

SWT_MSG_GROUP

CONT_CREATE_BSKM

SWT_MSG_GROUP

QUOT_ACC_STR_CI

SWT_MSG_GROUP

QUOT_ACC_ITEM_CI

SWT_MSG_GROUP

QUOT_ACCEPT_CI

SWT_MSG_GROUP

QUOT_CHANGE_CI

Change quotation

SWT_MSG_GROUP_CS SWT_MSG_GROUP_CE

CNTR_CHANGE_CI

Change contract

SWT_MSG_GROUP_CS SWT_MSG_GROUP_CE

CI_START_CHANGE

Change contract start date Cancel contract Change contract end date Cancel contract end End contract Cancel supply Create quotation from contract set

SWT_MSG_GROUP_CN SWT_MSG_GROUP_CR SWT_MSG_GROUP_CN SWT_MSG_GROUP_CN SWT_MSG_GROUP_CR SWT_MSG_GROUP_CN SWT_SMG_GROUP SWT_MSG_GROUP_CN SWT_MSG_GROUP SWT_MSG_GROUP_CN

CI_START_CANCEL CI_END_CHANGE

CI_END_CANCEL CONTRACT_END_CI SUPPLY_END_CI QUO_CONSET_COPY

QUO_CONSET_COPYS

Create structured

SWT_MSG_GROUP

24

Change of Supplier Processes in Customer Service

Process Name

Description quotation from contract set End contract from contract set

Field Name SWT_MSG_GROUP_CN

Configuration Value Not used in the standard implementation END_OF_SUPPLY Not used in the standard implementation

CS_MOVEOUT

SWT_MSG_GROUP SWT_MSG_GROUP_CN

4.1.2 Status
The following system statuses are used for the change of supplier from the CRM System: I2401 UAPL Activation Scheduled The system sets this status automatically when the contract is entered (by the process framework) if the item category is marked as relevant for deregulation. This status blocks replication. I2402 UACA In Activation The system sets this status automatically while saving if a switch message has been entered and the document does not contain any errors. This status is replaced by one of the following three statuses once the change of supplier is complete. It replaces status I2401 (Activation Scheduled). The status In Activation blocks replication. I2404 UARJ Activation Rejected Response from the deactivation workflow. This status blocks replication. I2405 UACN Activation Reversed This status blocks replication. I2403 UAAC Activation Accepted If the change of supplier is approved at the end of the process, the system sets this status instead of the status In Activation. I2406 UDCN Deactivation Scheduled The system sets this status automatically when the contract is ended (by the process framework), if the item category is marked as relevant for deregulation. I2407 UDCA In Deactivation The system automatically sets this status while saving, if a switch message has been entered and the document does not contain errors. This status replaces status I2406 (Deactivation Scheduled) and is replaced by one of the following three statuses once the change of supplier is complete: I2408 UDAC Deactivation Accepted Response from the deactivation workflow. I2409 UDRJ Deactivation Rejected Response from the deactivation workflow. I2410 UDPL Deactivation Reversed Response from the deactivation workflow. 25

Change of Supplier Processes in Customer Service I2413 UWMO Wait for End of Supply The system set this status when a pending end supply exists on the PoD. I2415 IUCM Cancellation Message Created The system set this status when a reverse Start Supply process is triggered. I2416 IUCC Supply End Cancellation Message Created The system set this status when a reverse end supply is triggered.

4.1.3 CRM BAdI CRM_ISU_IL_SWTMSG


BAdI: CRM_ISU_IL_SWTMSG Fallback Class (if no implementation): CL_DEF_BADI_ISU_IL_SWTMSG Multiple Use: No Method Name INITIALIZE Description(Purpose/When is Called) Update switch type, switch view, category and transaction reason when action ID is changed at UI level What Does Fallback Class Do? Read action ID customizing table (buffered) and update switch type, switch view, category and transaction reason in the switch message Calling remote FM ISU_BOL_IDE_SWD_DEFAULTS in ERP to get default values

SET_DEFAULT_VA LUES

Set default values to switch message, for example, supplier, distributor, when switch message is created first or when action ID is changed at UI level Check single data fields modified at UI level. Use CHECK_ALL_DATA instead. Check all data fields when the switch message is created first or when it is changed at UI level or before it is saved.

CHECK_INPUT CHECK_ALL_DATA

Not implemented. Calling remote FM ISU_BOL_IDE_SWTFIELDCHECK and ISU_BOL_IDE_SWT_CHECK in ERP to check changed values and the existence of the service provider Calling remote FM ISU_BOL_IDE_ESERVPROV_TXT in ERP (texts buffered in CRM) to update the text description Not implemented. Not implemented Calling remote FM ISU_BOL_IDE_SWD_DEFAULTS in ERP to get default values Calling remote FM ISU_BOL_IDE_SWTFIELDCHECK and ISU_BOL_IDE_SWT_CHECK in ERP to check changed values and the existence of the service provider Calling remote FM ISU_BOL_IDE_ESERVPROV_TXT 26

SET_DATA_FOR_D ISPLAY

Update text for supplier, distributor, owner, when switch message is created first or when it is changed at UI level. Get text for switch message field displayed in the UI Modify field properties before switch message is displayed at UI level Set default values to multiple switch messages Check data fields for multiple switch messages

GET_TEXT MODIFY_FIELD_PR OPERTIES SET_DEFAULT_VA LUES_BULK CHECK_ALL_DATA _BULK

SET_DATA_FOR_D ISPLAY_BULK

Update text for multiple switch messages

Change of Supplier Processes in Customer Service in ERP (texts buffered in CRM) to update the text description

4.1.4 Switch Message Defaulting via ERP BAdI ISU_IDE_SWITCHDOC or ISU_IDE_SWITCHDOC2


BAdI ISU_IDE_SWITCHDOC is used in SAP ERP EhP3 and below; ISU_IDE_SWITCHDOC2 is used in EhP4 and above. You can default certain fields when creating a new switch message using the BAdI implementation of method IF_EX_ISU_IDE_SWITCHDOC~MSGDATA_SUBSCREEN_PAI, which includes the following fields: SETTLRESP: DISTRIBUTOR: SERNR: SERVICE_PROV_NEW: SERVICE_PROV_OLD: Y_OBJ-MSGDATA_DISPLAY- SETTLRESP Y_OBJ-SWTDOC_DISPLAY- DISTRIBUTOR Y_OBJ-MSGDATA_DISPLAY- METERNR Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_OLD

Below you will find a sample code for the definition of a default for the new service provider: IF POD division is electricity. Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW = SP_ELEC. ELSEIF POD division is gas. Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW = SP_GAS. ELSE. Division water Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW = SP_WATER. ENDIF.

There is a fallback class for each BAdI: CL_DEF_IM_ISU_IDE_SWITCHDOC and CL_DEF_IM_ISU_IDE_SWITCHDOC2, respectively. They will be executed if no customer implementation is provided.

27

Change of Supplier Processes in Customer Service

4.2 SAP IS-U


4.2.1 Customizing / Starting the Workflow
The provided standard workflows are templates that are not intended for direct use. You have to copy them and adapt the copy to your project-specific requirements. The following standard workflows are required for the change of supplier with connection to an SAP CRM System: (The distributors view and corresponding workflow template WS20500195 are not relevant for a supplier system. Therefore, this workflow template has not been integrated with SAP CRM.) Former suppliers view: WS20500251

This workflow is an enhanced copy of the existing workflow WS20500217 and provides the integration to the SAP CRM System. New suppliers view: WS20500225

This workflow is an enhanced copy of the existing workflow from the new suppliers view (WS20500207) and provides the integration to the SAP CRM System. Connector workflow: WS20500253

This workflow controls communication between SAP IS-U and the SAP CRM System. Before you can start the change of supplier process, you must have made all the Customizing settings for the SAP Business Workflow. For more information about SAP Business Workflow, see SAP Help Portal at http://help.sap.com under SAP R/3 and R/3 Enterprise. Method CreateFromMsgDataDialog of BOR object type ISUSWITCHD (IS-U Switch Document) is called from the SAP CRM System. The agent can enter the necessary data for the switch process. A switch document is created in SAP IS-U using the SAP CRM processes as described in the previous sections and event Created of BOR object type ISUSWITCHD (IS-U Switch Document) is created. The following parameters are available in the event container: MessageCategory SwitchView SwitchType DivisionCategory The Created event of BOR object type ISUSWITCHD (IS-U switch document) starts the change of supplier workflows. Enter the relevant workflow template for every switch view in Customizing. Choose Customizing for SAP Utilities under Process Management Supplier Change (transaction SM30; V_EIDESWTVIEWTAS). Define Workflow per Switch View

In order to use the connection to an SAP CRM System for the change of supplier, you have to enter the copy of workflow template WS20500225 or your own project-specific workflow template for the workflow from the new supplier's view. For the workflow from the former suppliers view, use the copy of workflow template WS20500251, or enter your own project-specific workflow template.

28

Change of Supplier Processes in Customer Service

You can use the workflow with connection capabilities to SAP CRM (WS20500225), or your own copy even if you do not run a CRM System. However, workflow WS2050025 only works without modification if a CRM System is connected. Since both workflows are registered with event Created, you must also enter check function module ISU_IDE_CHECK_SWT_WF_START in the Event Type Linkages of the SAP Business Workflow (transaction SWETYPV). Using this check function module, the Created event only starts the workflow that is valid for the switch view. You must also activate the event type linkage by selecting the Type Linkage Activated indicator.

You also have to set up the event type linkage for the following events of ISUSWITCHD (IS-U Switch Document): EnrollmentConfirmed DropConfirmed SWTStatusSet In the Receiver Type field, enter the workflow template WS20500253 or your own project-specific copy. A check function module is also necessary for these linkages. To do this, use function module ISU_IDE_CHECK_SWT_WF_CRM_ENH_S.

4.2.2 Workflow Template


The provided workflows are templates that show the infrastructure for integrating the grid usage related processes in SAP ERP with an SAP CRM System. To use the workflows, you have to copy the template and adapt it for your specific project.

Former Suppliers Perspective


For integrating CRM and ERP processes, the previous workflow template WS20500217 has been extended by the following points resulting in WS20500251: Creation of a connection between the CRM contract item and a switch document when a cancellation is received by the new supplier (subworkflow ISUSuSwCRMLi WS20500254 is used to create the connection between a CRM contract and a switch document). 29

Change of Supplier Processes in Customer Service Wait for replication of contract data from the CRM System. If the master data is created by the former suppliers workflow, the connector workflow WS20500253 is called using event DropConfirmend. This workflow communicates with the CRM System. Once the event has been triggered, the former suppliers workflow waits for event ProceedAfterAction with activity 400 (Data was Replicated). This event is triggered by the replication of the contract data. Once the data has been replicated, the activity 400 is sent to the event container so that the former supplier's workflow can continue.

No monitoring takes place during the waiting period in the new suppliers workflow. This means that the workflow remains in processing until notification is sent following replication. Once the contract data from the CRM System has been replicated, the former suppliers workflow continues. The remaining master data is determined subsequently by the supply scenario generator.

Distributors View
The distributors role is not relevant from a customer-service perspective as the distributor usually has no customer interaction within the change of supplier processes. Therefore, SAP does not deliver specific distributor workflow templates with CRM integration.

New Suppliers View


The following graphic shows the changes to the process for integrating CRM and ERP:

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Change of Supplier Processes in Customer Service

The most important change to the process flow is in the creation of the master data for a one-client system (distributor and new supplier in same client*). The following situations can arise: Distributor and new supplier in same system and switch document created without a reference to a CRM System. Master data is generated by the distributors workflow. Distributor and new supplier in same system and switch document created with a reference to a CRM System. Master data is generated by the new suppliers workflow.

This is related to the so-called 2-contract-model. In most liberalized markets, the regulation authorities do not permit to use this model. This means, full unbundling of distributor and supplier, so at least a separation into two clients or even two different systems, is required. 31

Change of Supplier Processes in Customer Service If the master data is created by the new suppliers workflow, the connector workflow WS20500253 is called using event EnrollmentConfirmend. This workflow communicates with the CRM System. Once the event has been triggered, the new suppliers workflow waits for event ProceedAfterAction with activity 400 (Data was Replicated). This event is triggered by the replication of the contract data. Once the data has been replicated, the activity 400 is sent to the event container so that the new supplier's workflow can continue.

No monitoring takes place during the waiting period in the new suppliers workflow. This means that the workflow remains in processing until notification is sent following replication. Once the contract data from the CRM System has been replicated, the new suppliers workflow continues. The missing master data is added subsequently by the master data generator.

Connector Workflow to the CRM System


The new suppliers workflow is the source of communication between the SAP IS-U system and the CRM System. This workflow process triggers the replication of the contract data from the CRM System or, if the change of supplier is rejected or terminated, it cancels the contracts in the CRM System. Communication with the CRM System takes place using the proxy object ISUCRMCNTR (ISU CRM contract) in workflow WS20500253. The communication workflow is started using the following events: EnrollmentConfirmed DropConfirmed SWTStatusSet Function module ISU_IDE_CHECK_SWT_WF_CRM_ENH_S must be entered as a check function module in the event linkage. This function module ensures that the workflow for integration with the CRM System is only started once the following prerequisites have been met: The switch document has been created with a reference to the CRM System (indicator is set) The switch document is from the new or the former suppliers view Message (EnrollmentConfirmed, DropConfirmed) received The switch document is set to status Incorrect or Reversed Integration with a CRM System is only possible in the new or former suppliers view. There is no integration with the distributors view, therefore, the workflow is not started.

4.2.3 BOR Object Type ISUSWITCHD (IS-U Switch Document)


Attributes
The following new attributes are available for the switch document: DocumentSource ExternalReference CRMContractGuid Source of the switch document External reference of the switch document GUID of contract in CRM System

Events
The following additional events have been created for BOR object ISUSWITCHD (IS-U switch document) for integration with CRM: ProceedAfterAction SWTStatusSet

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Change of Supplier Processes in Customer Service

Method CreateMsgDataDialog
For method CreateMsgDataDialog, a container for the switch document header data and message data was added to each parameter. The structure of the header data and message data is also included in the interface for creating the switch document. The two containers ensure a stable interface between the CRM System and the SAP IS-U system.

4.2.4 BOR Object Type ISUCRMCNTR (ISU CRM Contract)


Object type ISUCRMCNTR is a proxy object this means it takes the place of the CRM contract in the IS-U system. It was developed especially for the tasks change of supplier with CRM.

Key Field ContractGuid


The key field for the object type is ISUCRMContract.ContractGuid, the 22-character-key for the CRM contract item.

Methods
4.2.4.1.1 Cancel (Cancel Contract Item) The Cancel method uses the middleware to cancel a contract item in the CRM System. Parameter CancelationReason Description Cancellation reason (CRM) Import/Export Import Function This parameter can be used to forward a reason for canceling the contract item to CRM. Status to be entered in the CRM contract item. Status to be taken from the CRM contract item. Switch document number

ActivateStatus InactivateStatus SwitchDocMessage

Individual status of an object Deactivation of a status in the CRM transaction Switch document number

Import Import Import

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Change of Supplier Processes in Customer Service

4.2.4.1.2

Change (Set and Delete Status)

The Change method uses the middleware to change a contract item in the CRM System. Parameter ActivateStatus InactivateStatus EndDate BeginnDate SwitchDocMessage Description Individual status of an object Deactivation of a status in the CRM transaction End date of contract Start date of contract Switch document number Import/Export Import Import Import Import Import Function Status to be entered in the CRM contract item. Status to be taken from the CRM contract item. Reserve Contains the start date of the supply contract Switch document number

4.2.4.1.3

GetDistributorProduct (Determine Distributor Product)

Method GetDistributorProduct determines the grid product for a supply contract CRM contract item. Parameter CRMProduct Description CRM product Import/Export Export Function CRM grid product

4.2.4.1.4

Find (Determine Instance)

Method Find determines an instance of object type ISUCRMCNTR. Parameter ISUCRMCNTR Description Instance of an ISUCRMCNTR object Internal key of a CRM order item CRM transaction item GUID (Guid16) Import/Export Export Function Contains the determined method after the method call 22-character GUID that can be included during the call 16 character GUID that can be included during the call

CRMPosGuid22

Import

CRMPosGuid

Import

4.2.4.1.5

AttachSwitchdoc

Method AttachSwitchdoc connects an IS-U contract item with an end of supply switch document. This method is used in the event of a loss to connect the switch document with the CRM contract before it is accepted or rejected. This switch document is also used for the confirmation event after the customer has moved out. The connection is made using the middleware. Parameter Partner Description Business partner number Import/Export Import Function This parameter is needed to create queue names. A mass queue name is used initially.

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Change of Supplier Processes in Customer Service

SwitchDocNumber 4.2.4.1.6

Switch document number

Import

Switch document number

GetSupplierContract

Method GetSupplierContract used a remote function call (RFC) in the CRM System to determine the supply contract for a premise and a date. Parameter Partner Description Business partner number Import/Export Import Function This parameter is needed to create queue names. A mass queue name is used initially. Switch document number

SwitchDocNumber

Switch document number

Import

4.2.4.1.7

ErrorHandling

Dialog method ErrorHandling allows you to display contract items directly in IS-U Error Handling (transaction ECRMREPL).

4.2.5 Standard Tasks


You must define workflow tasks if you want to call methods from the BOR object types in a workflow. The tasks for integrating the change of supplier with the CRM System already exist as standard tasks. The standard tasks supplied in the solution are only templates. You have to redefine these tasks if you want to use your own BOR methods in a project-specific workflow. For more detailed information on methods, see the section on BOR Object Type ISUCRMCNTR (ISU CRM Contract).

Overview of Standard Tasks:


Object ID TS20500470 TS20500471 TS20500472 TS20500511 TS20500512 TS20500520 Object Abbreviation ISUSuSwCStat ISUSuSwCFind ISUSuSwCCanc ISUSuSwGetCn ISUSuSwCLink Name ISU: CRM Connection: Set Status ISU: Find CRM Contract Item ISU: CRM Connection: Cancel Contract ISU: CRM Connection: Identify Contract ISU: CRM Connection: Connect Switch Document and Contract ISU: CRM Connection: Connect Switch Document for Contract End and Contract

TS20500470 ISU: CRM Connection: Set Status


This background task can be used to change the status of the CRM contract. Where applicable, you can use this status change to trigger the replication of the contract from the CRM System to the IS-U system. Task Characteristics BOR call: Object type: Method: Execution: 35 ISUCRMCNTR CHANGE ISU CRM contract Set status

Change of Supplier Processes in Customer Service Background task

TS20500471 ISU: Find CRM Contract Item


This standard task creates an instance of BOR object type ISUCRMCNTR (ISU CRM contract) for the reference to a CRM contract defined in the switch document. Task Characteristics BOR call: Object type: Method: Execution: Background task ISUCRMCNTR FIND ISU CRM contract Determine instance

TS20500472 ISU: CRM Connection: Cancel Contract


This task can be used to cancel the contract created in CRM. In this case, no data is replicated in the IS-U system. Task Characteristics BOR call: Object type: Method: Execution: Background task ISUCRMCNTR CANCEL ISU CRM contract Reverse

TS20500511 ISU: CRM Connection: Identify Contract


This standard task determines the reference to a CRM contract for a key date and point of delivery. Task Characteristics BOR call: Object type: Method: Execution: Background task ISUCRMCNTR GETSUPPLIERCONTRACT ISU CRM contract Determine supply contract

TS20500512 ISU: CRM Connection: Connect Switch Document and Contract


This task generates a connection between a switch document and the CRM contract. Task Characteristics BOR call: Object type: Method: Execution: Background task ISUCRMCNTR CREATELINKTOCONTRACT ISU CRM contract Create connection to contract

TS20500520 ISU: CRM Connection: Connect Switch Document Contract End and Contract
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Change of Supplier Processes in Customer Service This task generates a connection between a switch document for termination of grid usage and the CRM contract. Task Characteristics BOR call: Object type: Method: Execution: Background task ISUCRMCNTR ATTACHSWITCHDOCDROP ISU CRM contract Switch document for contract end

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Change of Supplier Processes in Customer Service

4.2.6 Supply Scenario - Generator


If the distributor accepts the registration for grid usage, the supply scenario generator creates the required supply scenario. If a process is triggered in CRM, the CRM System is also responsible for contracts. Therefore, the CRM System assumes control of the process before the supply scenario generator is called. CRM then replicates the contract (including creating the supply installation). The change of supplier process in the SAP IS-U system then handles the creation of the remaining master data.

4.2.7 Restrictions
The following restrictions apply: Supplier system The connection to an SAP CRM System is only supported for a supplier system. In an integrated company, the distributor view is mapped in a separate client that is not considered to be integrated with SAP CRM.. Backup supply The backup supply process (from the backup suppliers view) is not taken into account during the automated change of supplier process. Shared supply The only type of supply type taken into account is full supply. Aspects of shared supply are not taken into account. Indirect supply The process for indirect supply is not taken into account for the automated change of supplier. This refers in particular to automated data exchange related to indirect supply (registration for indirect supply, cancellation of indirect supply). It is assumed that the agent manually organizes indirect supply. You can create additional agent steps in the automation workflows. Inventory reports The automated sending/receipt/processing/creation of inventory reports is not taken into account. Exchange of metering information and energy quantities The data exchange processes for exchanging metering information and energy quantities is not taken into account. Metering information (and the resulting energy quantities) is exchanged in IS-U from consumption billing. Therefore, a further automation of the final billing for grid usage is not necessary during the automated change of supplier. The following factors also applies: The technical objects created in CRM must be replicated into SAP IS-U before the process can be started in there. Synchronization takes place between SAP IS-U and SAP CRM to ensure that the contract or installation data is identical in both systems. Errors that occur during replication of the contract data are treated as temporary errors in the workflow. 38

Change of Supplier Processes in Customer Service Both systems must be online in order to execute the change of supplier process correctly. After the data has been replicated from SAP CRM to SAP IS-U, the workflow is triggered again using an event. There is no time limit for this event. This means that the workflow stops until notification is received from CRM. The CRM System always uses a one-contract model for grid usage in an external grid. The agent solves problems in the back office if errors or exceptions occur in the switch process. There are no plans to automatically upgrade project-specific change of supplier workflows for customers. Change of supplier processes started in SAP IS-U are not automatically visible in CRM. From an organizational perspective, you should avoid to start the change of supplier processes manually in IS-U. For taking full advantage of contract management capabilities of SAP CRM, processes should be triggered from there by creating and changing

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Change of Supplier Processes in Customer Service

5 Appendix
5.1 Maintenance of Switch messages (UTIL_SALES)
The following figure shows you how to maintain switch messages for C&I related documents, quotations and contracts, containing many items.

Referring to the figure, following steps are required: 1. Choose the Market Communication Data button for maintaining the content of the switch messages for each sub item. (Remark: Main items are not relevant for IS-U processes, no PoD and no switch message is assigned to main items). Each sub item line in the Items assignment block represents a switch message. The system tries to automatically determine several parameters, for example, action ID, new supplier (taken from action customizing if defined), distributor (determined from grid assigned to PoD), start date (contract start date). 2. The Market Communication Data view allows mass editing of all switch messages. In the Items assignment block, you will find only those items for that a switch message is existing,for example, items with regulated products are not listed here. The main items are only displayed for information purposes. Usually, the key account manager associates a specific structure with the main items. 3. Mass editing of switch messages by using the Message Data Clipboard: Enter data into the edit fields of the clipboard. Mark the item lines to that you want to copy data. Choose the Copy button. Empty fields are not copied. Refresh deletes the current content of the clipboard fields. 4. Alternatively to mass editing, you can also edit the data in fields of single lines. 5. The system checks the validity of the switch messages. The check result is represented by the status icon column. The Check button allows to manually trigger the check, after data changes. The check is executed at the beginning when the view is started. 6. Return to the document by choosing the Header button. 7. The quotation can now be saved. This can be done at any time.

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