CRM Service Configuration

Hi Experts,
Could I have the configuration guide for the CRM Service...
I am looking for the document in haster....
I would like to appreciate ur help in set time...
Thanks in advance,
Manivanna prabu

<a href="http://help.sap.com/bp_crmv250/CRM_DE/BBLibrary/html/BBlibrary.htm">http://help.sap.com/bp_crmv250/CRM_DE/BBLibrary/html/BBlibrary.htm</a>
refer C26:CRM service click that & get the configuration guide document.

Similar Messages

CRM Service Quotation-display the configured smartform output-in SAP GUI ;

Hi All,
I have displayed the SAP CRM Service Quotation using SAP Transaction crmd_order (in SAP GUI not from web UI);
Appreciate if you let me know how I can display the configured smartform output - in SAP GUI ;
I am about to do some changes to the smartform but I dont know how to test;
Thank you very much
Iver - Sorry I am new to SAP CRM

Hi Iver
I think following should work
Go to transaction Data->Actions tab in CRMD_ORDER transaction.
If action is already defined then you can select the action adn see the preview
Regards
Naresh

How to configure SAP ECC DMS content repository with CRM Services Object

hi,
we have SAP Document management system which is currently integrated with SAP R/3 Ecc system .
with ref. to sap standard functionality i am able to upload the document in DMS content repository through SAP R/3 Ecc System as below.
step-1 ,T.code:CV01n
a.     create - DMS Documents
b.     Oupload Scanned documents in DMS system
c.     select content repository
d.     Save Document
now, in same manner i want to store business documents in SAP ECC R/3 DMS content repository using CRM services trnsaction"CRMD_ORDER". kindly guide me suitably.
regards,
sunil

i am explaining your proble
a.    create - DMS Documents
b.     Oupload Scanned documents in DMS system
c.     select content repository
d.     Save Document
after saving open to document in cv02n and track status of doc i.e. AR CR & RE
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How to get CRM service order data in R/3

Hi,
I want to retrieve service order data from CRM system to R/3, is there any FM for this. Please help as i am new to CRM
Thanks
Bobby

Hi Bobby,
It is very much possible to upload CRM service orders to SAP R/3 or SAP ECC via standard CRM middleware.
Please refer to the below SAP help document for complete list of configuration activities for service order upload.
http://help.sap.com/saphelp_crm50/helpdata/en/f0/5d583c65399965e10000000a114084/frameset.htm
<b>Do not forget to reward if it helps</b>
Regards,
Paul Kondaveeti

CRM Service Transaction Types availability in ECC table CRMC_SRV_BILL_PR

Dear experts
I need to customize ECC IMG object CRM_SRV_BILL_MAP (SPRO -> Integration with Other mySAP.com Components -> Customer Relationship Management -> Settings for Service Processes -> Billing Integration -> Map Transaction Types and Item Categories).
This is to map SAP CRM Service Transactions to SAP ECC Sales Orders for triggering Debit/Credit Memos based on Service Orders. However, the table in which CRM Service Transaction Types are stored is empty (CRMC_SRV_BILL_PR) - how to we get the data in there?
For some reason, we have one client where this info is available, in another one it's not. We are not sure whether this might be a download object, or if customizing on ECC side is required?
Thank you in advance for all helpful replies!
Christian

Hi,
As far as my knowledge goes in this area, i have worked on this in my previous project with R/3 version being 4.7. We have had to manually maintain the configuration in the table that you are reffering to. So you would need to maintain the document type to be created and also assign the item categories acordingly.You will ofcourse need to configure the document types and item categories that are relevant to create a debit/credit memo in R/3. Also, you will need to map the CRM item categories to the R/3 credit/debit item categories.
Hope this helps
Shiloo

CRM Service: Demand replication in R/3

Hi,
This is a case of a firm engaged in carrying out after market service for various OEM products through 3rd party agents (Channel Partners). Replacement Parts required for Service by these Channel Partners are supplied by the parent company. I have a few queries w.r.t. replication between CRM and R/3.
Service Order is created based on end customer request. To perform the requested service, replacement components are required. Identified components are thus specified in 'Spare Parts' tab page. Inventory is maintained in SAP R/3 in a Storage Location assigned to each Channel Partner.
(a) In what form does 'demand for components' (identified under Spare Parts) get replicated in the respective Storage Location in R/3 so that if there is any shortfall in availability, Planning can trigger procurement proposals?
(b) If there is an 'Alternate component' available in place of the requested one, how can we issue it? Where exactly in CRM do we maintain 'Alternate Parts' at a component level for a Product (similar to BOM maintenance in R/3)? Or,
(c) How does BOM in R/3 get replicated in CRM Relationship along with Alternate Part grouping?
(d) Does Service Confirmation (created as a follow-up document to Service Order) post goods issue automatically in the background?
Thanks.
Raj

Hi Bobby,
It is very much possible to upload CRM service orders to SAP R/3 or SAP ECC via standard CRM middleware.
Please refer to the below SAP help document for complete list of configuration activities for service order upload.
http://help.sap.com/saphelp_crm50/helpdata/en/f0/5d583c65399965e10000000a114084/frameset.htm
<b>Do not forget to reward if it helps</b>
Regards,
Paul Kondaveeti

Unable to view Spare Part Components in SAP CRM Service Order

Hello All,
We are implementing CRM 7.0 Ehp 2.0
As per the following video it is now possible to integrate the spare part components in the CRM Service Order, using the BOM replication and Product Proposal functionality in SAP CRM
SAP CRM 7.0 - Integration of ERP BOM Information in the CRM Product Proposal
However in our case we are not able to achieve the desired results.
Following configurations are done
1) The BOM is replicated from ECC to CRM the same can be viewed in commpr01
Material 4561 is the main product and 4562 is the component
2) The item category for the main product is YRVS where the customization for structure scope is done
3) For the Product Proposal customization's, I have created a new method schema
4) The transaction type and the sales org are assigned to the method schema
5) However now when I am creating the service order, I enter the sold to party, the product id
6) Next I go to the line item to click on product proposal.
7) The system issues the below message
Please advice if I am missing on any configurations.
Kind Regards
Atul

Hi Raghavendra,
Thanks for your reply, appreciate the same, I have now added the relationship objects as per your post above in comm_hierarchy for the particular category
Now in the product master , I am now able to view the tabs(screen shot attached)
Next I create my BOM in ECC with BOM Usage 5 and save the same
Next I run the initial download for the adaptor object BOM in SAP CRM
When I check in commpr01 for the material 4561 the component and the main material have not come.
Can you please advice further.
Kind Regards
Atul

SAP CRM SERVICE IC WEBCLIENT E-MAIL RESPONSE SYSTEM

Hi
I am new to WEBIC. I am in CRM SERVICE. I want to generate a E-mail to send to the customer automatically with respect to the SLA(Service Level Agreement). With respect to the time delay from Service Ticket(Incident Registration). If the delay is 4hours it should send automatic message with 100%DELAY. If it is 2hours it should send automatic message to customer with 50%DELAY. Can to tell me how to generate E-mails and how to caliculate 50% and 100%. Is I need to insert mathematical expression in any where? Please let me know step by step. Is I need to Define Service, Assign service Manager Profile, Define Repository? let me know clearly. Thanks a lot.
Shrik.

Hello Piotr,
Ok, then that explains it! If you are using ICI, then the emails are stored on the external email server and not in SAP CRM. The Interaction Record in CRM contains a pointer to the email on the server. But if you delete or archive the emails from the server, then you will get the error message in the IC. This is completely dependent on how you configure your external email server. You can certainly have access from the IC, but you need to configure your email server to keep the emails for the desired length of time (i.e., until you archive the Interaction Records in IC).
The other option of couse is to use SAPConnect and the Agent Inbox with or without ERMS (or alternatively SAPConnect and ERMS Push) in which case the emails are stored in the SAP CRM system rather than on the external email server.
Warm regards,
John

CRM Service - ECC Logisitcs Integration (Spare Parts in a Service Order)

Hi Experts,
We have been trying to configure a scenario for CRM Service Orders with SAP ECC logistics integration in CRM 7.0 EHP1.
We are aware of the standard configuration wherein we assign one logistics scenario ( Purchase Requisition or Purchase Order or Reservation) for a specific service organization & Item Category for spare parts in service order.
Our first query : Is it standard that the spare part will be automatically reserved if it is in stock (after ECC availability check from service order) and purchase requisition or purchase order is created only if it is not in stock?
We also understand that while a reservation happens during Service order creation, the goods issue or material withdrawal happens only on service confirmation. If this the case, how will the physical delivery happen to customer? This is our second query.
Please note that we are raising this query only for spare part items in service order and not for sales item in service order.
It would be great if you could help us with this issue.
Responses will be suitably rewarded.
Thanks,
Prish

Hi Pritesh,
Thank you for your prompt reply and help, appreciate the same, we would be going for the scenario where the service order in sap crm has saleable parts, the service order would get replicated to ecc as a sales order and the costs would get booked when the post goods issue is performed after creating the delivery in SAP ECC.
Following are the configurations done
1) Service Order type ZRVW is created in SAP CRM
2) The same service order ZRVW is mapped in SAP ECC
3) The service order in SAP CRM has the following number range and the same is kept internal
4) The same number range is marked as external in SAP ECC in vn01 tcode
5) The number range is assigned to the document type ZRVW in SAP ECC
6) Item category determinations are done in SAP CRM, standard SRVS(Sales items are copied to YRVS)
7) The same item category determination is also set in SAP ECC for Item category group NORM
8) Item category determination is also set for ERLA as item category group in ECC
9) The item category YRVS is set to delivery relevant in SAP ECC
10) The standard schedule line is determined which is CP is relevant for delivery
11) The sales area is also assigned to the document type ZRVW.
12) In SAP CRM, the status profile YCONT is assigned, having the business transaction to be distributed, the status of the same is set to allowed for completed status
13) The status profile has been assigned to the transaction type ZRVW
14) Pricing configurations are also done in sap crm and sap ecc
15) Now I am creating the service order ZRVW in SAP CRM, having saleable parts, customer's and material's exist in both systems having the same sales area, the status is set to completed at item and header level
16) The system is throwing an error when I click on edit
17) When checked In sap ecc the system says that the document does not exist
18 I did open the error in SAP CRM and it says that there are some settings required for billing
Since there is no billing relevance to this scenario in the item category the billing relevance is set to no billing
Please advice further
Kind Regards
Atul

Copy of Business Transaction (CRM Service Request)

Hi Forum,
I created a transaction that uses the CRM Service Request as leading Transaction Category. I configured the IMG step "Copying Control for Business Transacation" in order to copy the transaction as a follow-up.
The problem is that the transaction does not appear in the list when we choose the link "create follow-up".
Any idea ?
Thanks a lot !!!

1. Activate Copying Control of Activities
CRM - Transactions - Settings for Activities - Activate Copying Control of Activities
This will cause that only transactions defined in your Business Transaction Profile (which is assigned to your Business Role and defined in CRM - Interaction Center Webclient - Business Transaction - Define Business Transaction Profiles) are visible in dropdown list.
2. Define Copying Control of Transaction Types
CRM - Transactions - Basic Settings - Copying Control of Transaction Types - Define Copying Control of Transaction Types
Here select Source Transaction and choose Target Transaction.
Always follow CRM Best Practices documentation as all of the customizing steps are described there...
Link - http://help.sap.com/bp_crmv12007/CRM_DE/HTML/index.htm

Faxing adobe pdf forms using actions in CRM service process

Hi experts,
Does anybody has experience in sending adobe PDF forms as a fax using actions in CRM service processes? Currently I use this by implementing a PPF BAdI, but what else configuration, software and hardware requirements I need to make faxing work in CRM?
Is it possible to use 3rd party software to send the fax for example winfax and transfer the fax number to this?
Regards:
Gabor

Dear Dezso,
As far as I remember, we already know each other
Our company have been using winfax in the past for sending fax messages. Now that they will use SAP-CRM shall they buy a new fax server? I have looked after Topcall, it might be useful with RFC?
In CRM service order, I use the EXEC_METHODCALL_PPF BAdI implementation to collect the data from the service order, and then use the standard function modules to "print" or "fax" the PDF document (call function FM_NAME).
At this function module, which structure do I neet to enter the recipient's fax number (I read somewhere that I have to use DEVICE='TELEFAX' in the output_options - is it true?) ?
Or should I communicate from the BAdI with Business Communication Services (create recipient and similar methods)?
Is there any way to send the fax from the local machine where the user uses the SAP GUI?
Thank you very much in advance for your help and support!
Gabor

SAP CRM Service - Global role out

Hi Yaa,
We have implemented SAP CRM Service currently and the client want me to assist in roll out of SAP CRM service into other country.
Could some one tell me what are the neccessary steps that needs to be taken into consideration .
What is the methodology that needs to follow, does SAP provides and solution to this kind of implementation.
I would appreciate your valuable inputs.
Points will be rewarded for the gur's who replied me promply, this is very urgent please please advise.
Thanks in advance
Regards
Vani

Hi Vani,
You must consider below points for new roll out in different countries.
Initial phase is - information gathering about Master data.
1. Setting Org model - Get the info on number of org units, positions and it's attributes. This will help you to design Org determination profile.
2. Business Partners - Various types / Roles. Here you have to define different number range/ BP roles etc., You must also consider downloading of BPs from ECC if your landscape has it. You have to plan data migration as well.
3. Products - Needs to be downloaded from ECC
Transactions:
Copy master transactions and configure them to suite business needs.
This is in brief about new roll out.
Remember that the success lies in information gathering.
Rgds
Hari

ISU integrates with CRM - Services

Hi Gurus,
Can i get some information & documetns about process flow and configuration for the IS-Utilities and CRM - Services integration.
Thanks alot for the help.

hi
refer link
http://help.sap.com/saphelp_utilities472/helpdata/en/38/1a6c35a018d041e10000009b38f839/frameset.htm
Regards,
Sumedha

Query on Service Order Assignment Type in CRM Service Manager

Hi All,
This query is regarding the Service Order Assignment type in CRM Service Manager.
While fetching the service orders from SAP, the ServiceOrderFetchBAPI calls the ServiceOrderAssignmentTypeDelegateFactory class
ServiceOrderAssignmentTypeDelegateFactory class contains {
1. public static String ASSIGNMENT_TYPE_GLOBAL = "ServiceOrder.AssignmentType";
      public static String SECTION = "APPLICATION_CONFIG";
Question 1: Please explain about both the String values, Are these two values being fetched from the sap config panel ? If yes then please elaborate where can I check their respective values in SAP.
2. The method getAssignmentTypeDelegate compares each values and returns the respective assignmentTypes
public static ServiceOrderAssignmentTypeDelegate getAssignmentTypeDelegate(User user, SAPObject sapObject, BAPI bapi)
    throws Exception
    String assigmentType = user.getPropertyValue(SECTION, ASSIGNMENT_TYPE_GLOBAL);
    if (assigmentType.equalsIgnoreCase("1"))
      ServiceOrderAssignmentTypeDelegate assignmentTypeBAPI = new ServiceOrderByResourcePlanning(user, sapObject, bapi);
      return assignmentTypeBAPI;
    if (assigmentType.equalsIgnoreCase("2"))
      ServiceOrderAssignmentTypeDelegate assignmentTypeBAPI = new ServiceOrderByPartnerResponsible(user, sapObject, bapi);
      return assignmentTypeBAPI;
    if (assigmentType.equalsIgnoreCase("3"))
      ServiceOrderAssignmentTypeDelegate assignmentTypeBAPI = new ServiceOrderByMultiResourceScheduling(user, sapObject, bapi);
      return assignmentTypeBAPI;
    if (assigmentType.equalsIgnoreCase("4"))
      ServiceOrderAssignmentTypeDelegate assignmentTypeBAPI = new ServiceOrderByAccount(user, sapObject, bapi);
      return assignmentTypeBAPI;
Based on the values a new class is instantiated and it mentions their filter range to be set in BAPI
For ServiceOrderByResourcePlanning -
public void setParameters(SAPObject obj)
    throws Exception
    String partnerGUID = this._serviceOrderComponentManager.getPartnerGUID();
    this._bapi.setFilterRange("IT_LRP_RESOURCE_GUID_RA", "I", "EQ", partnerGUID, "");
For ServiceOrderByPartnerResponsible -
public void setParameters(SAPObject obj)
    throws Exception
    String partnerGUID = this._serviceOrderComponentManager.getPartnerGUID();
    this._bapi.setFilterRange("IT_PARTNER_GUID_RA", "I", "EQ", partnerGUID, "");
For ServiceOrderByMultiResourceScheduling -
public void setParameters(SAPObject obj)
    throws Exception
    String partnerGUID = this._serviceOrderComponentManager.getPartnerGUID();
    this._bapi.setFilterRange("IT_LRP_RESOURCE_GUID_RA", "I", "EQ", partnerGUID, "");
For ServiceOrderByAccount -
public void setParameters(SAPObject obj)
    throws Exception
    for (GUID object : this._accounts)
      String guid = object.getGUID();
      this._bapi.setFilterRange("IT_ACCOUNT_GUID_RA", "I", "EQ", guid, "");
Question 2 : Why the filter range in ServiceOrderByMultiResourceScheduling (MRS Scheduling engine ) is set as - this._bapi.setFilterRange("IT_LRP_RESOURCE_GUID_RA", "I", "EQ", partnerGUID, ""); ? If we see the ServiceOrderByResourcePlanning also has the same filter range - this._bapi.setFilterRange("IT_LRP_RESOURCE_GUID_RA", "I", "EQ", partnerGUID, "");
If these are two different scheduling engines then the table names should be different both in case of MRS and LRP ? Please clarify and explain
Please Explain
Thanks and Regards
Neha Mahanty

Neha,
Got these answers back from the programmer:
Answer 1: Yes, this is being
fetched from the Mobile application configuration parameters as shown below.
The value is configured by a rule to look up to the Service Order MDO
Assignment type filter.
Answer 2: Yes, MRS and LRP are
different scheduling engines, but since the client does not have all the user
information regarding MRS (i.e the resource information), we set the partner
GUID for both. SAP backend ABAP code will determine resource based on the
partner GUID and will call the respective handler for MRS and LRP to retrieve
the service order assignments. Currently Service Manager 4.0 code does not
support MRS with the provided add on.
Jason Latko - Senior Product Developer at SAP

Middleware Replication-ISU Installation Facts into CRM Service Contract

Hi All,
I would like to share an update which I have followed for one of my implementation project.
Following document will help you, if you want to replicate some of the data from ISU to CRM Service contract custom fields, which is not the standard replication practice.
[Middleware Replication-ISU Installation Facts into CRM Service Contract|http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/30e51278-00f0-2d10-89a9-ee3d76447650]
Appreciate your feedback.
Cheers,
Suraj

Hi Fritz,
As requested following are the code samples-
For ISU System BAdI "ECRM_CRM_DOWNLOAD" as below:
X_CONTRACTPOS               TYPE ECRM_CRMCONTRACT_DATA_POS          Item Data (Enhanced)
XY_CONTRACTPOS               TYPE ECRM_CRMCONTRACTPOS          Transfer Structure: Contract Status from CRM to IS-U
XY_CONTRACTPOSX               TYPE ECRM_CRMCONTRACTPOSX          Transfer Structure: Contract Status from CRM to IS-U
TXY_CONTRACTCONF          TYPE ECRM_CRMCONTRACTCONF_TAB          Configuration Container
TXY_CONTRACT_STATUS_DATES     TYPE ECRM_CRMCONTRACT_STATUS_DAT_T     Status and Date Tab
METHOD if_ex_ecrm_crm_download~crm_download_fill_data_new.
*...Local data declaration
DATA : l_c_string1      TYPE string1,
         ls_contractconf TYPE ecrm_crmcontractconf.
IF x_contractpos-partner       IS NOT INITIAL AND
     x_contractpos-everh-anlage IS NOT INITIAL.
    SELECT SINGLE string1
                             FROM ettifn
                             INTO l_c_string1
                             WHERE anlage = x_contractpos-everh-anlage.
    IF sy-subrc EQ 0.
      MOVE : x_contractpos-partner            TO ls_contractconf-partner,
             x_contractpos-everh-contractpos TO ls_contractconf-ref_guid,
             'OPERAND'                        TO ls_contractconf-attr_name,
             l_c_string1                      TO ls_contractconf-value.
      CALL METHOD me->fill_container
        EXPORTING
          ip_contractconf = ls_contractconf
          ip_value        = ls_contractconf-value
          ip_name         = 'Operand'
        CHANGING
          li_contractconf = txy_contractconf.
    ENDIF.
ENDIF.
ENDMETHOD.
VALUE( IP_CONTRACTCONF )     TYPE ECRM_CRMCONTRACTCONF     Configuration Container
VALUE( IP_VALUE )          TYPE TEXT70               Error message text - long text of the error
VALUE( IP_NAME )          TYPE CU_CHARC               Characteristic Name
VALUE( LI_CONTRACTCONF )     TYPE ECRM_CRMCONTRACTCONF_TAB     Configuration Container
METHOD fill_container.
DATA : l_c_contractconf TYPE ecrm_crmcontractconf.
FIELD-SYMBOLS : <contractconf> TYPE ecrm_crmcontractconf.
l_c_contractconf = ip_contractconf.
READ TABLE li_contractconf ASSIGNING <contractconf> WITH KEY ref_guid = ip_contractconf-ref_guid
       attr_name = ip_name.
IF sy-subrc EQ 0.
    <contractconf>-value = ip_value.
ELSE.
    l_c_contractconf-value = ip_value.
    l_c_contractconf-attr_name = ip_name.
    INSERT l_c_contractconf INTO TABLE li_contractconf.
ENDIF.
ENDMETHOD.
For CRM system BAdI "ECRM_DOWNLOAD" as below:
IP_MTR_TYPE     TYPE /NPC/MTRTYPE          Meter Type
IP_REF_GUID     TYPE CRMT_OBJECT_GUID          GUID of a CRM Order Object
CP_CS_TRANS_MSG     TYPE BAD_BUS_TRANSN_MESSAGE     Transaction Messaging BDoc
METHOD fill_container.
DATA:           li_flds_upt_orderadm_i TYPE TABLE OF smog_sfldn.
FIELD-SYMBOLS : <orderadm_i>           TYPE bad_orderadm_i_mess.
READ TABLE cp_cs_trans_msg-orderadm_i ASSIGNING <orderadm_i> WITH KEY guid = ip_ref_guid.
IF sy-subrc EQ 0.
    APPEND 'ZZ_METER_TYPE'    TO li_flds_upt_orderadm_i.
    CALL FUNCTION 'SMO_SNDBITS_SETX'
      EXPORTING
        structurename       = 'BAD_ORDERADM_I_MESS'
        ddic                = 'X'
      TABLES
        sfields             = li_flds_upt_orderadm_i
      CHANGING
        sndbits             = <orderadm_i>-sendbits
      EXCEPTIONS
        structure_not_found = 1
        wrong_fieldname     = 2
        OTHERS              = 3.
    <orderadm_i>-zz_meter_type = ip_mtr_type.
ENDIF.
IS_CONTRACT_DATA     TYPE ECRM_ISU_CONTRACT_DATA2
CS_BUS_TRANS_MSG     TYPE BAD_BUS_TRANSN_MESSAGE     Transaction Messaging Business Document
METHOD if_ex_ecrm_download~ecrm_download_fill_data.
DATA :   ls_contractconf TYPE ecrm_isu_contractconf2,
           ls_orderadm_i    TYPE bad_orderadm_i_mess.
LOOP AT is_contract_data-t_contractconf INTO ls_contractconf.
    READ TABLE cs_bus_trans_msg-orderadm_i INTO ls_orderadm_i WITH KEY guid = ls_contractconf-ref_guid.
    IF sy-subrc EQ 0.
      MOVE : ls_contractconf-value TO ls_orderadm_i-zz_meter_type.
      CALL METHOD me->fill_container
        EXPORTING
          ip_mtr_type         = ls_orderadm_i-zz_meter_type
          ip_ref_guid         = ls_orderadm_i-guid
        CHANGING
          cp_cs_trans_msg     = cs_bus_trans_msg.
    ENDIF.
ENDLOOP.
ENDMETHOD.
ENDMETHOD.
Cheers,
Suraj

CRM Service Configuration

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