Creating attachments in CRM complaint documents

Dear experts,
CRM 5.0,
We are using a complaints process which makes use of action profiles to send notifications. Is it possible to create pdf attachments for the notifications being sent out from the complaint document and attach them to the complaint document?
Thanks & regards
Ritwik Sharma

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How to createa CRM complaint as copy to ECC Billing document. is it

Hi Experts,
I have an issue. I want to create a complaint but I don't have a CRM billing. The billing is done only in ECC>
However, I need to create a CRM complaint with reference to ECC billing. I want to copy the billing data to complaint.
How to create a CRM complaint as a copy to ECC Billing document. is it possible?
Does the badi: CRM_COPY_BADI_EXTERN, copy the ECC billing to CRM complaint ?
Regards,
ahm

Hi,
May I know as to where have you found that note 1433238. Could you please give me the navigation path please.
Rgds,
Phani KV

Unable to create delivery for sustitute delivery in CRM complaint

Hi,
I have created a complaint with sales item in CRM system.Now I created return request which is distributed to ECC as sales order.Processed Returns delivery. Everything is updated in CRM complaint.
Now i created Substitute delivery request in the same CRM complaint for the replacement. This item is updated in the same sales order in ECC. When I try to create a delivery for this sales order system is not allowed.
Order cannot be delivered (see long text)
Message no. VL461
Diagnosis
Possible reasons include:
The copy conditions specified in Specify copy control for deliveries do not allow the order to be delivered.
The order is blocked for delivery.
The order document is incomplete.
My doubt here is when i check the delivery document type, it's LR(returns delivery) for both the cases( for returns and substitute) since the transaction type is same. Now how could I differentiate since first case is returns delivery and second case is substitute delivery which is going out.
Appreciate your help.
thanks you
Regards
Nagi

U can manually input LF delivery type in Vl01N screen and do the delivery.

Problem in CRM Complaint to ECC Return request creation

Hi,
In CRM Complaint transaction I am getting the following error when I try to create a 'Return Request' in ECC system. I could not trace out the root cause of this problem. Please help me in this regard.
An error has occured in the system ERPCLNT100 while copying the document
Message no. CRM_ORDER_MISC 020
Diagnosis
Errors have occurred while transferring the document into another system. Refer to the enclosed log to view the error messages.
Transmission log
SALES_HEADER_IN has been processed successfully (Notification S V4 233)
The sales document is not yet complete: Edit data (Notification W V1 555)
With Zero VAT/CST Sales order can not be created (Notification E ZSD_MSG 000)
SALES_ITEM_IN has been processed successfully (Notification S V4 233)
I did all required configuration still the problem persist. Your suggestions are highly appreciated.
Best regards,
Raghu ram

Hi,
After looking at the errors we can make out that the there is an implementation in ECC side for sales orders which is also considering the complaints order.
The message displayed is a custom message ZSD_MSG.
So check this implementation in ECC and ensure that the order has the tax conditions with amount.
Or exclude the process type of complaints from that implementation in ECC.
Regards,
PP

Partner function AP is not def in partner procedure in ECC - CRM complaint

Hi,
There is an error occured while creating credit memo request from the service complaint in the CRM. It is not stopping the process but it happens several times. The error message is always in the document but not able to fix it. There is no partner function called AP in both CRM and ECC but how come the system is looking for this new partner function in the partner determiination procedure in ECC. The detail error message as below
An error has occurred in the system RP9CLNT020 while copying the document
Message no. CRM_ORDER_MISC 020
Diagnosis
Errors have occurred while transferring the document into another system. Refer to the enclosed log to view the error messages.
Transmission log
Partner function AP is not defined in partner procedure ZUK () (Notification E VPD 003)
ORDER_HEADER_IN has been processed successfully (Notification S V4 233)
ITEM_IN has been processed successfully (Notification S V4 233)
Sales document 0350002869 was not changed (Notification E V4 219)
Any clue in fixing this issue will be great.
Regards,
Ram.

Hi,
There is no problem in creating credit memo in ECC even with these error message. the credit memo document is created in ECC. Actually thiis is not happening for all the complaint documents in CRM. It happens only for few customers/complaints.
My doubt is with contact person mismatch in crm and ecc, but that is also perfect. pls let me know solution for this issue.
Regards,
Ram.

Problem in CRM Complaint Transaction Return Request replication

Dear all,
I have created a Complaint and from it Created Return Request. I could see the replicated Replicated Return Order in ECC system.
But the following problems are facing.
In CRM Complaint Transaction 'System Status' is showing as 'To be distributed Open'.
When I try to change the Complaint transaction in CRM (after replicating the return request in ECC ) system showing message 'Document is being distributed; changes are not possible' in the status bar.
There is no document flow displaying in CRM Complaint transaction.
I could not understand where the problem is occuring. Please help me to solve the above issue. Your suggestions are highly appreciated.
Best regards
Raghu ram
Edited by: Raghu Ram on Jun 11, 2010 2:19 PM

Hi Maggie,
Thanks for the response, Yes the problem is for all documents and I have cleared Inbound and Outbound queues of both systems and tried again. But still the problem is exist.
Your help will be highly appreciated.
Best regards,
Raghu ram

Attachments from CRM in DMS content server

Hello,
I have configured a DMS content server to save the attachments from CRM. but can not get the store in the content, as I can do? Attachments I keep it via web from the interlocutor.
I touched the table SDOKPHCL and the value BDS_POC1 and I have put the value of content, but still keep it to or at the base's own CRM.
I need to configure?
Thank you.

Hello,
Table SOFFCONT1 attachments are stored that are recorded in the database logic of sap. That is if the id of the document not find it in this chart means that you are storing away in a content server.
I've gotten crm annexes the content stored on a server.
The first thing I have done is create a content server-class CRM. OAC0 in, then I created the category AOCRS taking the content. CSADMIN and I found that the content is running.
In transaction SKPR08 BDS_POC1 class I have assigned to the Z-server content that I created. and in all kinds of CRM type I have assigned the new Z category I created.
After the transaction SBDSV2 I created a new record with BUS1006 in this case because it was a contact in CRM and I have given the document class Z BDS_ATTACH the category of content.
The BUS is obtained by a trace of the transaction and SWELS swel (with some modification from the transaction in which I attach the document).
In SBDSV1 I've got to bus1006 BDS_LOC1 class.
And with that I have solved the problem.

SAP ECC Service notification from CRM Complaint

Hi,
As there are some links and document are available to create the quality notification in SAP ECC from the CRM complaint, using action profile for this some setting also needed in SAP ECC QM, but as in ECC we already have the service notification (IW51) which is working fine, is there any option to create the service notification in SAP ECC instead of quality notification.
Regards,
Zafar

Hi,
In the notification type, insted of quality notification just maintain the service/PM notification type system will create the notification in SAP ECC.
We also wanted some other details to be pass from CRM to ECC for that we have created a function module in SAP ECC which updates the notiifcation and then that function module need to be called in SAP CRM after the Create Notification FM in SAP CRM Action.
Regards,
Zafar

Standard way of Handling Escalation process in CRM Complaint Management

Dear experts,
What is the standard way of mapping Escalation process in SAP CRM Complaints management?
We need to escalate the complaint to next level if it is not resolved with in the a specific time.
How can we configure this scenario in SAP CRM. Please help me to solve this issue. Your help will be highly appreciated.
Thank you
Raghu ram

Hi Arup,
We are setting up a Complaints Mgmt system for our client.
They have a very standard process of handling complaints.
The complaints are created in the system and assigned to a CR Agent. The CR agent then forwards to the respective department for investigation. Once the investigation is compelete the department sends it back to the CR who then decides whether the Complaint is justified or not.
If it is justifed and there is a money refund involved then there is a limit to what the CR agent can approve. If its more than his limit somebody from higher authority needs to approve it. My quesiton to you is:
- How is the complaint assigned to the CR agent. Do I need to replicate the Org strucutre from HR into CRM? If yes, then once I have the org structure where do I do the CR assignment?
- Secondly how does the CR agent assign the complaint to other department for investigation. Is this through CRM Complaint Activity or there is another way for it?
- Third once the investigation is complete and the required department needs to send the feedback how will this be sent back to the CR for making the final decision. Is there a workflow?
- Finally how can we setup the cap limits like if there is a money refund to the customer from the complaint then if the the amount is between 0 and 500 a CR should be able to approve it, if the amount is between 500 - 1000 the manager should be able to approve it, how can this be setup?
Many thanks
AA

View CRM billing document from FB03 - Accounting document

I am working with a client who creates some orders in R3 and now some in CRM.
The orders are billed in their respective system.
The CRM billing is then transfered via BDOC's into R3 which create an accounting document.
However, in the environment tab, there is no original document.
Does anyone know if you can access via some form of document flow or function module call from R3 to go direct to the CRM billing document?

Hi Mark
I noticed that your Forum has now been answered. Could you please share how you resolved the issue of displaying a CRM billing document from FB03 as an "original document".
Many thanks,
Verity
Edited by: Verity Watts on Aug 3, 2010 9:32 PM

Create Reconnection from CRM Web-IC for Utility

Hi Experts,
We have set up an Interaction Center for Utilities. If a utility customer calls the center for reconnection/ disconnection of his meter request, then the IC Agent logs in with a business role assigned to him, identifies and confirms an account.
We can't create a disconnection document in CRM itself. We would perhaps need to use a Transaction Launcher.
However, is there a standard way of creating Reconnections from CRM Web-IC?
Thanks
Avik

Hi,
If we want to create disconnection/reconnection from crm web UI than we can use transaction launcher, otherwise we have to proceed in isu to create disconnection/reconnection document and order.
Because we do not have any such process in CRM to complete the process of disconnection/reconnection.
Or else you can create a notification from CRM than further processing can tak place in ISU.
Regards,
Ripunjay.

Partners from a CRM service document

Hi Guys,
I have to extract the Partners assigned to a CRM Service document to BW. The way I have been doing it is calling the "CRM_ORDER_READ" function module in the User exit and using the "Partner function" trying to populate the additional field that I had created to enhance the datasource.
But I believe there should be a better way of doing it. The issues with the way I am doing are
1. If I have some new "Partner functions" defined, then I have to extend the "extraction structure" to include those additonal ones.
2. If the same partner function is used more than once, e.g. a "resp employee" is used twice, then I cannot dynamically include the 2nd "emp resp" to be included in the extract strucuture.
So if anyone has worked on this and knows a better way of extracting the data, please share.
Appreciate your help.
Doniv

Hi
I would suggest not to use CRM_ORDER_READ because of
performance.
Instead look at the function I use (below).
Also, if you want to keep your partner at the same level as the Line or Header you will have to extend the struct.
Other wise you can load all the BP's to a seperate ODS and link them to the other ODS's (Lines and Headers).
Reg's
Edan
FORM fill_partner_info2
Find additional partner data
--> L_STRUCT - structure of the enhanced transactional data source
FORM fill_partner_info2 CHANGING l_struct STRUCTURE crmt_bw_complaints_i
                           p_modified TYPE c.
DATA: v_so_guid     LIKE crmd_orderadm_i-guid,
        v_partner_no LIKE crmd_partner-partner_no,
        v_partner_fct LIKE crmd_partner-partner_fct,
        v_partner     LIKE but000-partner.
v_so_guid = l_struct-item_guid.
select single partner_no into v_partner_fct
    from crmv_linkpartner where ( guid_hi = v_so_guid ).
if sy-subrc ne 0.
    v_so_guid = l_struct-guid.
endif.
SELECT PARTNER_NO PARTNER_FCT
INTO (v_partner_no, v_partner_fct)
FROM CRMV_LINKPARTNER
WHERE ( GUID_HI = v_so_guid ) and
        ( ( PARTNER_FCT = 'ZBOOKED' ) or ( PARTNER_FCT = 'ZRTP' ) or
          ( PARTNER_FCT = 'ZYAPLAN' ) ).
    select single partner
    into v_partner
    from but000
    where partner_guid = v_partner_no.
    case v_partner_fct.
      when 'ZBOOKED'.
        l_struct-zzbook_to = v_partner.
      when 'ZRTP'.
        l_struct-zzrevenue_to = v_partner.
      when 'ZYAPLAN'.
        l_struct-zzip_planner = v_partner.
    endcase.
    p_modified = 'X'.
ENDSELECT.
IF ( l_struct-zzbook_to is initial ).
    l_struct-zzbook_to = l_struct-sold_to_party.
ENDIF.
IF ( l_struct-zzrevenue_to is initial ).
    l_struct-zzrevenue_to = l_struct-sold_to_party.
ENDIF.
ENDFORM.                    "fill_partner_info2

Pricing procedure determination for complaint document with reference to billing

Hello Guys,
I am configuring complaint process for project purpose and I got stuck. I need to change the pricing procedure which is determined for complaint
document . Right now the pricing procedure is copied from Billing Document for which complaint refers to.
I am searching a place in configuration where I could change the pricing procedure determination for complaint document with reference to billing doc.
Could you please advise where I can find it ?
Thank you in advance!
Br,
Frederic

Hello Frederic,
I would check the following in SPRO:
- CRM
- Basic Functions
- Pricing
- Pricing in the Business Transaction
- Determine Pricing Procedures
Here the pricing procedure depends on sales organization, division, distribution channel, document pricing procedure and and customer pricing procdure.
Best regards,
Thomas Wagner

Read attachments in CRM

Hi
How to read the documents which are attached in CRM(Complaints) and send it via Email ?. I used ' CRM_ICSS_GET_SR_ATTACHMENTS " function Module to read the attachment . I was able to get only the attached file name, size,type, etc....but not the location where it is stored.
Can anyone pls help on this issue...

Try using the class cl_crm_documents and methods get_info, GET_FILE_INFO, GET_DOCUMENT
Regards,
Shaik

In mail, my attachments, both photos and documents appear in the body of the message. How can I get my attachments to appear as a separate attachment and not as part of the message. Thanks for your help, Karen.

In mail, my attachments, both photos and documents, appear in the body of the message. How can I get my attachments to appear as a separate attachment and not as part of the main message???? Thanks for your help, Karen.

softwater wrote:
...and costs $14.99
Yep! And if you absolutely need (or think you need) that functionality, it is worth every penny.
As Don already pointed out, exactly what the recipient sees will depend on how they've set up their machine and what unnecessary 3rd party apps they might've installed to display attachments the way they want.
In theory, that is true. In practice, Attachment Tamer will cause more of your messages to show up as plain-jane icons on the other end. The problem is, after all, people running Outlook 2003 and 2007. These people likely aren't doing many system modifications.
If I were you, I'd use the free solutions provided above, save my money and let my recipients decide how they will handle their mail.
I completely agree.

Creating attachments in CRM complaint documents

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