CRM Service Managment

Hi
I am working on CRM SM. If anybody is having documents or PDFs on Service Managment pleas forward to my email id that would great helpful.
[email protected]
How it should be integrated with Controlling module.
Regards
Odaiah Pelley

Hi,
Please refer the following link for your information:
http://help.sap.com/saphelp_crm50/helpdata/en/c2/c7453bf2a8bc07e10000000a114084/frameset.htm
Reward with points
Regards,
Johnny.

Similar Messages

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

Integration of CRM Service Managment and Controlling

Hi
Please forward any material on Integration of CRM Service Managment and Controlling.
Regards
Odaiah Pelley

hi odaiah,
this link is for download CR700-> about services
http://mysapbi.blogspot.com/2007/01/cr700.html
and the content is:
Content:
Installed base management:
Installations Individual objects Service contract processing:
Service agreements
Service contracts
Service plans
Usage-based billing Service order processing:
Resource planning
Service confirmation
Service billing
Product service letter
Warranty claims Complaints
i will let you know if i find new materials
best regards
Indah puspita

CRM Service Management Vs ECC Service Management

Hello Gurus
Wondering if you can help me quickly on the following query.
If we need to impliment "customer support, warranty, site engineering, installation supervision, operations and maintenance services" and there is no specific need to use CRM, is it not possible to simply use ECC SM modules?
PLease confirm. When should we use CRM SM? Also if there is a document that compares ECC SM to CRM SM, please send it my way [email protected]
Much appreciated.
Regards
Jai

Hi Satish,
Plants from R/3 can be downloaded into CRM as locations via the standard middleware adapter object DNL_PLANT. But there is no standard object that downloads the storage locations from R/3. But CRM can make a RFC call to R/3 as and when you need to assign a storage location to a service organization.
Use SM30 to modify the CRM table OFIC_PLANT_SRV and create a new entry. When you click on the field 'storage location' s dropdown, the system displays a login screen for R/3. Upon successful login all maintained plant and storage location combinations will be diaplayed from R/3 for selection.
Do not forget to reward useful answers
Regards,
Paul Kondaveeti

CRM Extractor for service management - date type

Hi,
I want to extract data for the service management from crm system. I find the data with crm_order_read in the table et_appointment. I need the field appt_type with the time stamps.
Is there a business content extractor available? I can not find one for this issue.
In which table is the data from et_appointment really stored?
Thanks in advance.
Best regards
Nils

Hi Sunita,
I think you wanted to calculate the time duration of the service requests. you can refer to tables
CRMD_ORDERADM_H,
CRMD_SRVPLAN_I (Service Plan Item - Service Cycle Interval).
Or you can refer to FM CRM_ORDER_READ and export parameter ET_APPOINTMENT.
Regards,
Karthik.

Options for integrating Tickets between Dynamics CRM 2011 and Service Manager 2012 ?

Any suggestions on the integration of Dynamics CRM 2011 and System Center Service Manager 2012 ?
I am looking for side-by-side integration like this:
1. A ticket in CRM is entered I want it to be entered in Service Manager.
2. Once a ticket is updated in SM we'd like that reflected in CRM.
3. If ticket is updated in CRM should be reflected in SM.
[Tickets originating in SM moved to CRM is not a requirement.]
Please suggest some guidance around this topic :)
-Nikita Polyakov

Nikita,
I'm currently in the process of integrating CRM with Service Manager. I'm actually using Anton his approach, using Orchestrator 2012 runbooks.
Basicly I am creating a runbook that queries the database of CRM (via the filtered views) and with that data I am creating objects in Service Manager (via the Service Manager integration pack)
- Dennis | Netherlands | Blog |
Twitter

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 Grants Management - Grantor Implementation

Hi
We need implement CRM Grantor Management for grantors. We have actually the following sap systems and components:
1.SAP CRM 2007 u2013 CRM Application Server ABAP
Component Version:   SAP CRM 6.0
2.SAP ENH PACK 4 FOR SAP ERP 6.0 u2013 Public Sector Accounting with the following components:
Component Version:   SAP ECC 6.0
EA-PS 604 SAPK-60403INEAPS - SAP Enterprise Extension Public Services
IS-PS-CA 604 SAPK-60403INISPSCA - IS-PUBLIC SECTOR CONTRACT ACCOUNTING
FI-CA    604 SAPK-60403INFICA   - FI-CA
SAP_APPL 604 SAPKH60403         - Logistics and Accounting
We do not have a SAP Netweaver 7.0 BI but I have BW component in the CRM and ERP
CRM -> SAP_BW 700 0020   SAPKW70020 SAP NetWeaver BI 7.0
ERP -> SAP_BW   701 0003   SAPKW70103 SAP Business Warehouse
and we have the component
BI_CONT 703 0014 SAPKIBIIQ4 - Business Intelligence Content
Is it enough to configure the Grants Management for Grantor?
Please, I need to know if we need install aditional components. Exist an aditional Public sector industry CRM package to install in the CRM 2.007 system?
Thanks in advanced.
OMM

For CRM is fine..Should be great if you have CRM 7.
Can you see this standard transaction type in your IMG:?
GAG     Grantor Agreement     SAP Standard Grantor Agreement     BUS2000271 Grantor Agreement
GAP     Grantor Application     SAP Standard Grantor Application     BUS2000270 Grantor Application
GCL     Claim     Claim     BUS2000272 Complaint
GCR     Change Request     Change Request     BUS2000270
Also review if you have SPRO> Industry-Specific Solutions> Public Sector > Grantor Management in SAP CRM.
You can use the standard with business role "CRMGRMPRGMAN"
Regards,
Lyda

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
if RE status is there the it will repositor at server
Regards,
Sanjeev

Product substitution in SAP CRM Service

Hi Friends
To replicate product substitution in CRM I have followed the same steps which SAP has provided in help.sap.com
Product Substitution - Sales Quotation and Order Management - SAP Library
1) After implementing the initial loads using objects DNL_COND_D001,DNL_CUST_PDD products are populated successfully in CRM condition table
1CN/CCRSAP001 .
2) Condition type has created successfully and it was assigned In define determine procedure in Application CRM and in Usage PD.
3) Assigned Condition procedure in Define transaction types to the required process type.
but nothing is happening in CRM Web UI /GUI. Could any one suggest did I miss any steps to activate product substitution .
Thanks & Regards,
Siva Krishna

I got an clue and it is SAP using below function module for product substitution purpose , here it is taking ordered product and looking in pricing tables ( in VMC ) is there any substitution products are available or not . if yes then it is throwing the popup. In my case i haven't received any products from pricing tables so I have populated it in Debug Mode . then I got a popup to select the product with description as Sales Order Item xxxxxx have below substitute products but now I am doing all this process in CRM service order.
FM Naem : CRM_PROD_DET_DETERMINATION_OW
Thanks & regards,
Siva Krishna

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

Pricing in Service Management

Dear All
How do we configure pricing in service management for service product, for sales product and spare parts. Please provide configuration steps
Thanks
DM

Hello,
the best practise documentation will help you.
Please search there for the following configuration guide:
CRM Service (C26)
Best regards
Manfred

Missing IMG steps for Best Practice CRM Service.

Dear SDN'ers,
I am working for a client and we are now implementing CRM Service.
In the Best Practice guide I found IMG step like
3.3.3.4.     Defining Time Allocation Types,
3.3.3.6     Defining Availability Template
3.3.3.8     Defining Service Area
etc.
However I cannot find these corresponding transactions in SPRO. They all refer to the path Customer Relationship Management  Workforce Deployment  WFD Server  Business Settings for WFD Server  only In our system this path doesn't excist. It calls IMG transaction like WFM_001 but the system doesn't recognize this IMG activity.
Please can anybody help me?
Kind regards,
Niels

Hi,
Have you carried out the prerequisite steps?
Also chk this path in SPRO
Customer Relationship Management>Transactions>Settings for Service Processes>Settings for Service Resource Planning>WFM Core-->Make Settings for the WFM Core.
And also ensure that no RFC connection has been assigned to the WFM Core if you are using it as an add-on in SAP CRM.
Regards,
PePe

KPIs in Service Management

Hello All,
I am looking for a list of Key Performance Indicators s which can be implemented for a Service Management centric SAP implementation. The three major drivers we have are OpEx reporting, Utilization Reporting and Profitability Reporting...these are the three tiers under which we need some guidance of how many different types of KPIs which we can run reports for...
Any help would be greatly appreciated
thanks

Hello,
the best practise documentation will help you.
Please search there for the following configuration guide:
CRM Service (C26)
Best regards
Manfred

Duet Enterprise 1.0 with CRM Sales Management

Hello,
we heard that Duet E 1.0 with sp2 with Business Packs releasing in June 2011.
1. Any idea when Duet Enterprise BP1 will release ?
2. is CRM Sales Management and Oppertunity Management is covered in this
3. before implimenting bp1 do we have to impliment duet enterprise 1.0 with sp2.
4. Can we directly integrate CRM and SharePoint 2010 with duet E.
Regards,
Shashank

Hi Shashank,
1. Any idea when Duet Enterprise BP1 will release ?
The plan is to release BP1 (or Feature Pack 1 as it is called) in Q3/Q4. The nomination for the Ramp-up has started. If you are interested you can apply via the [Online Scoping|http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000715662&]. Enter your customer data and select "Feature Pack 1 for Duet Enterprise 1.0 " in the next step.
2. is CRM Sales Management and Oppertunity Management is covered in this
Feature Pack 1 will cover some contact-based scenarios of CRM.
3. before implimenting bp1 do we have to impliment duet enterprise 1.0 with sp2.
You can start with Duet Enterprise 1.0 SP02 right now and later update to Feature Pack 1 (by this you will already have done some mandatory steps like setting up the trust between the SharePoint and the SAP system already). If you do not want to start now, you can also wait for Feature Pack 1 and then start a fresh installation.
4. Can we directly integrate CRM and SharePoint 2010 with duet E.
There will not be a "full-out-of-the-box-scenario" for CRM integration in SharePoint. However, the focus is much more on providing building blocks that makes the integration of CRM simpler and faster.
Regards,
Holger.

CRM Service Managment

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