Front Office Processes

Does anyone use transaction EWBC - Define Front Office Processes and know where I can find useful documentation on this transaction?

resolved

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Service Order Front Office Process do not allow to go back

Dear All,
We are facing an scenario in which we need to cancel or go back in the creation of isu order process.
The problem is if you are in the creation of service order step and want to cancel or go back to CIC0, the system cancel the process but the service order HAS BEEN CREATED instead of this cancellation.
We have configured our FRONT OFFICE Process with the ISUSMORDER. CREATEBYORDERCODE BOR/METHOD.
We really thank any help in advance or best practices to map this scenario.
Regards.
Nicolas.

Dear Nicholas,
The method CreateByOrderCode is a "dark method", meaning no user interaction.
It creates a service order based on the order code functionality and customizing of IS-U.
What you are doing is to create an order with the method mentioned above and after that you edit the order with the Edit method. Therefore it is not possible for sure to cancel the order.
If you want to for example create the order in a way that the order creation dialog is executed so that in case of an exit without saving the order is not saved. This is a different approach. This is not related to the CreateByOrderCode method because it simple does what is should do: Create service order based on order code in the background.
I suggest to check other methods like BUS2007.Create which are simply doing a call transaction but you have to keep in mind that you are loosing the benefits of all the IS-U order code customizing in this case.
I hope this information is helpful for you.
Kind Regards
Olivia

How do I use SE80 to view details of a Front Office Business Process?

Hello all,
I posted the following question in the ABAP general forum but did no reply was posted. So, I am hoping that experts in this forum may be able to help me with an answer.
I would like to use SE80 (or any other transaction for that matter (except EWBC)) to get details of a Front Office Business Process. By details I mean information about methods, programs and anything else that can help me debug a problem I am having with transaction EC20. I have used transaction EWBC but I cannot get details about programs behind a given step. I get a list of steps and container info. Double clicking on the actual thing does not get me anything, and SE80 does not seem to be able to give me the needed information either, or at least I don't know how to go about it. So, which category, which sub-category or which button will do the job please?
Your help is greatly appreciated.

Hello,
First of all go to transaction EWFC and enter the right Front Office configuration.Go to the appropriate transaction group containing the button you want to investigate. Double click it and a new screen will pop up. On this screen there should be a radio button 'Method'. Next to this button you'll find a field with the object type. Copy this type ( eg. PREMISES) to your clipboard and open another modus.
Go to transaction SE80. In the left upper corner, a little under the text 'Object Navigator' there's a button 'Edit object'. Click this one. Go to the tab 'Business engineering' and select radio button 'Business object type'. Fill in the object type from the previous step and you'll find the interfaces, key fields, methods, events etc.
To customize this object you have to create a z-object derived from the main object. You can add methods, events etc. as you like!
Kind regards,
Stijn

Basic use of Front Office and CIC

Gurus,
Wht is the primary use of Front Office and Customer Interaction center. When I go through the help document, I understood both are helping in processing business process and providing customer support.
So I won't really understand the real difference between Front office and CIC. Do both the tools will exist together in a client? Wht basically differentiate Front Office and CIC?
Thanks-
James.....

Hi James,
the front office is an application in the backend system (SAP IS-U, transaction EC20) helping you to handle customer processes. However, as it was covering the initial ideas of customer processes, it offers limited functionality compared to the CIC (any of the ones described below).
The name CIC is used very often. Let me try to explain and name the areas where it is used.
- CIC in the backend system (SAP IS-U, transaction CIC0 = WinGUI) offers a wide range of customer processes' functionality including very flexible enhancement possibilities. However, SAP is doing investments mainly in the SAP CRM Interaction Center WebClient (described below). You will not find alerts, interactive scripting, complaint management, extended activity management, or the cross-system customer fact sheet, u2026The IS-U CIC also does not include functionality to support cross-system processes or integrated customer service processes in a deregulated, open market.
- CIC in SAP CRM WinClient (SAP CRM, transaction CIC0 = WinGUI) offers a wide range of customer processes' functionality including very flexible enhancement possibilities. You will definitely find alerts, interactive scripting, complaint management, extended activity management, or the cross-system customer fact sheet, u2026The SAP CRM IC WinClient does include functionality to support cross-system processes or integrated customer service processes in a deregulated, open market.
However, SAP is doing investments mainly in the SAP CRM Interaction Center WebClient (described below) as they will not offer the SAP IC WinClient as of SAP CRM 2007 any more.
- SAP CRM Interaction Center (IC) WebClient (SAP CRM, WebClient application = WebGUI = BSP)offers a wide range of customer processes' functionality including very flexible enhancement possibilities (even more flexible for UI enhancements). You will also find alerts, interactive scripting, complaint management, extended activity management, or the cross-system customer fact sheet, u2026 and many more processes. The SAP CRM IC WebClient offers extended functionality to support cross-system processes or integrated customer service processes in a deregulated, open market.
SAP CRM 2007 is currently generally available. SAP CRM 7.0 (its successor) will be generally available as of next week. There are recommended product versions of SAP ERP to be combined with the SAP CRM product versions named above. Following the recommendation, our customers should implement
- SAP CRM 2007 together with SAP ERP 6.0 EhP2
- SAP CRM 7.0 together with SAP ERP 6.0 EhP4
As Manish described, there is more information needed in order to decide which interaction center application fits best. You should look at the market (liberalized or not liberalized) and at the market role your customer plays in this market (distribution company or retailer or integrated utility). The next thing is to look at the SAP product version (see description above).
My personal recommendation is to look at SAP CRM WebClient because it is the latest technology and SAP's investment will concentrate rather on IC WebClient than on IC WinClient solutions.
Best regards,
Franziska

How to set up a link between sap fica transaction and cic front office

Hi Guys,
How to configure between SAP FICA transaction (FPR1 for create installation plan) to CIC front office.
I did some changes in FPR1 transaction, same changes which are not reflecting on CIC screen, when i log on to CIC0 and select the create install plan, It is automatically go to FPR1 but it is not showing with that changes.
I checked all the way but it is missing the link some where. plz drop any ideas on this.
Thanks
Venkat.

Hi Matt, create a column of type "enhanced rich text." Then in your datasheet view, double click on the field in that column and use your "insert" tab to upload a file. You'll then see the file in this cell and you can open it straight
from the datasheet view.
cameron rautmann

How to create 3 Front offices in winclient

Hi
I have to , create 3 front offices for Call Center Agent, Supervisor & their Manager.
What steps I have to follow to make these 3 offices & Manager can access all the 3.
Thanks,
Sush

Hello Sush,
you have to make the assignments of the user to the cic-profiles (front officees) in ta PPOMW. This should be no problem for all of them. Then you can check the assignement over TA CRMM_CIC_APDISPLAY.
Please reward points if helpful!
Regards, Gerhard

Difference btw front office and CIC

Gurus,
I'm new to IS-U, I want to know the basic difference between Front office ES20 and customer Interaction center CIC0.
Do CIC is similar to IC-Webclient interaction center available in CRM?
When the client will go for front office and CIC.
Thanks in advance....
James....

Hi James,
CIC0 in ISU is very much different from the CRM IC client. CRM has its own database and you can have lots of functionality with the CRM IC like prospects and many more.
ES20 does not suits it is used by the Customer Care Representatives.
CICO or EC70 in ISU can be used by the Customer Care Representatives if there is not much functionality for the client. Like simple move in and Move OUt is happening. ( Good for Distributors Clients )
But if there are functionlities that the Customers are given offers and different plans so that they donot leave the services. Then it is possible through CRM IC . Best suited for Retailer Clients as they dont want to loose the customer
Please let me know iin case of any query.
Regards,
Manish

Order header text problems when using transaction EC20 (front office)

Hello all,
I am to debug a problem. I use transaction EC20 to capture information about connection objects and devices followed by creation of a work order. At one point in time I am presented with a screen where I can enter order header text (looks like SAPscript lines of text). However, even if I enter 3, 4 or more lines, only the first line of the text is captured.
I then use transaction IW33 to look at the order and will see the first line only. Any idea if this is a SAP bug, or something else. If SAP bug, then any OSS note or remedy?
Your help is greatly appreciated.
AG

Hi,
the screen you said look like a script editor screen is actually for trext maintainence...you can find such screen in se 38 documentation tab.this screen still exists because 3.1 and the versions before were using this screen for editor.
now when you say it captures only 1 line just go and find out the length of that particular field.If.
Please let me know if the problem still exists
Thanks
vivekanand

Transaction Launcher - TCode Authorization Issue for ERP transaction

We are trying to implement an ERP transaction in the CRM WebUI via the transaction Launcher. Everything has been set up properly and the transaction appears in the nav bar. I am running it to launch a new window. When i click on it, a new window pops up, with transaction IC_LTXE and an error saying
*"You do not have authorization to view transaction ZSD_IC".*
Everything seems to be set up properly and we can access the transaction with the same user id in ERP. He has SAP_ALL.
Does this have anything to do with IC_LTXE? Is there anything special i need to do to assign proper authorization to this user.
Thanks,
jeremy

Hello Jeremy,
We are trying to execute R/3 transaction from Transaction Launcher but we are facing problems.
In order to execute transactions from TL we have copied object TSTC to ZTSTC in both systems and use the method Execute to be used from Transaction Launcher customizing. Then we have customized T. Launcher in order to get two links, one to R3 transaction (using the object ZTSTC, method execute and XD03 as value parameter) and one to CRM transaction (using the object ZTSTC, method execute and CRMD_MKTDS as value parameter).
When we execute the TL link to CRM, transaction works properly through ITS, but executing the link to R3 transaction we receive the following popup message:u2018Logged Off Successfully. You have been logged off from SAP NetWeaver Application Server.u2019 the screen gets in blank and no further actions are executed.
In order to correct the fail we have implemented these notes, but the problem still remains.
0001224663 Launch of Front Office with Transaction Launcher fails
0001263716 Launching Front Office Process using Transaction Launcher
Based on your experience could you help us to get the right configuration to reach R/3 transaction through Transaction Launcher.
Thank you very much in advance.
Best regards.

SAP ISU BP Contact - CRM Activity - CRM IC Interaction record

Hi All -
I have a cookbook which talks about migrating SAP ISU BP Contacts into CRM Activity.
Now, my question is if I do this, will this show up as a interaction record against the customer in the IC WebClient in CRM?
We are considering a design where billing supervisors will enter a BP Contact in ISU when customers directly call them about a bill. Later, if this customer calls the Cust Service Rep, we want this interaction to be visible to the CSR who will only use the CRM Webclient.
So, I guess indirectly my question is,
"Is a CRM Activity the same as an CRM WebClient Interaction record"?
or
"Is a CRM WebClient Interaction record a type of CRM Activity"?
Thanks in advance for taking your time to answer this.
Regards,
Pradhip.S

Hello Pradhip,
the CRM IC Interaction Record is technically a CRM Activity with a certain transaction type. You can configure the replication of IS-U Contacts that the created activity is shown in the Interaction Center as Interaction Record. So you will be able to see the IS-U Contacts created in ERP - for example within a Front Office Process - in CRM as replicated Interaction Records.
Kind regards,
Christian

Transaction Launcher : Calling R/3 Transactions (BOR)

Hi,
Can someone please advise on the following: We need to be able to display R/3 transactions in the SAP WebUI (CRM 6.0). We have done this with CRM (using a copy of TSTC) and this is working fine, but when we want to display R/3 transactions we have certain issues (Error with Action Box Transaction). We also maintained the same obeject (TSTC) in R/3 : synchronous, EXECUTE method, etc.
Basically, we configured the connection to R/3, used the Transaction Launcher Wizard and implemented the link in the navigation bar.
When we launch the transaction, a connection to the R/3 (ECC 6.0) system is made (logon box), but after authentication it comes up with the error : "The current transaction cannot be started via SAPGui for HTML. Only Methods, Workflows and Front Office Processes (only for IS-UI/CCS systems) are allowed." In the bottom of the page it states : "Function Module EWB_PROC_CREATE does not exist."
The connection with ECC 6.0 is working fine as we are able to navigate from the SAP Menu.
We have also checked the transaction we want to launch ("VA03") in SE93 : Gui support is active for SAPGui for HTML, SAPGui for Java, SAPGui for Windows.
Can someone please help. Thank you,
Sebastiaan.

Hi,
we have solved the problem with the missing function module by following the notes 888931 and 1021222.
But I'm now getting the error that I'm not authorized to run the transaction that I'm calling from the IC Web Client (we are calling a transaction in ECC). My user has SAP_ALL, so it sholdn't be a problem. My theory is that it has something to do with the call of IC_LTXE. But I'm not sure.
Does anyone have an idea how to fix this problem?
Kind Regards,
Gitte.

SAP Latest ,plz refer

We are for looking for
SAP IS Retail experts for Mumbai
SAP APO or SCM with demand planning, PPDS, SNP modules exposure for Calcutta, Mumbai, Bangalore.
Relevant exp : 4 5yrs
Salary : no constraint
Position : 4 slots in each.
3) Job Title: SAP Consultant
Design, develop, test and support RFC and BAPI programs for EASY create, change and display of SAP Standard transactions, Front Office processes, custom programs and Custom workflows using ABAP/4 in an architecture comprising of SAP R/3, BEA Web logic portal platform and Web methods EAI. Also Design, develop, test and support ABAP programs in user exits, custom programs and workflows.
Required:
· Extensive experience with RFC and BAPI programming
Experience with SAP function modules, function groups, and module pools
Experience in data republication between Web logic portal and R/3 system
Experience with Call transacti! ons, User Exits and BADIs
Experience with Dialog programming and Interface programming
Experience with SAP Script and Smart Forms
Experience with Web Methods EAI Adaptors
Experience with Data Dictionary, ABAP workbench, Report programming, Workflow programming, ABAP Objects, BDC, ALE and IDOC
Experience to develop detailed technical design documents based on requirements
Experience to develop and support RFC and BAPI programs within SAP R/3, BEA Web Logic Server portal and Web methods EAI environment
A self motivated individual with strong communication skills
To work as a team player, to follow the defined work process and to produce documentation deliverables as required f! or a validated system
Highly Desired:
SAP CCS master data objects, tables, function modules etc.
Experience with CIC0
Good working knowledge, problem solving and techno-functional skills related to one or more functional areas of CCS such as; Customer Service, Work management, Device management, Billing & Invoicing and FI-CA
Technical design and programming creativity in coming up with a master architecture within SAP R/3, BEA Web logic portal platform and Web methods EAI
Print workbench tool, Regular and collective invoice application forms
Essentials
5+ Years Hands on Experience in SAP ABAP/4
Regards
Srinivas
09902039398
[email protected]

Its a shame that you have decided to post a job requirement here. In my opinion you should be barred from using this portal.
You, and people like should leave this alone for the developers who are trying to help each other by sharing their knowledge.
I will also report you to SDN admin.
Biren Bugati

Error in Context menu

Hi,
I used the front office process DISCON02 in transaction to create disconnection. When I test it in the CIC screen, it is giving an error as follows.
Workflow WS20500081 could not be started.
What to do?
Thanks, Goksilin

Hi Raj,
U r rigth also... but I already came across some situations were the Data flow of the SAP Standard (CIC Calls and also in some FoP) is not exactly correct, always worth to check it...
Another thing it migth be worth your while to check is the WF Buffer Syncro in SWU_OBUF Trans...
BR,
/RPires
Edited by: Ricardo Pires on Oct 22, 2008 5:05 PM
Edited by: Ricardo Pires on Oct 22, 2008 5:05 PM

ISU-CCS

A local utility company wishes to engage us for their preliminary sizing for ISU-CCS. My understanding is that this requires the sizing of the ERP (user based) as well as IS Utilities given in the same panel below. This is our first time with utiltities and would appreciate any inputs you can give us on the throughput based section listed under Utilties of the quick sizer.

Thanks KP for sending him the Ramp up document link.
Lets categorize the solution into some of the verticals for which you are responsible:
1. Hardware
2. Landscape
3. Volume of the data
4. Size of the company (Customer + employees)
5. Is there some legacy system being used ??(If yes then at least the knowledge of following Business Process:
>> Meter installation
>> Meter reading
>> BIll creation
>> Request processin
Well now coming to the answers of these question based out of the vertical:
1. Hardware : it's directly related to answer of the question 4 and 3
e.g : if company is serving let say 1M customer with more then 5K employees then Not only Front office process + Interaction center but also customer portal to integrate all the requirements is necassary (It also depend upon the way it's being done currently and in what ways company like to go about it !!)
2.Landscape
As said initially in this thread IS-U sits on the top of the R/3, as many of the master data is replicated under the standard R/3 componenet e.g:
Connection Object & Device location = Functional location (PP)
Device category = material (MM)
FI-CA(AR/AP)
So the knowledge of the exact landscap is required:
So let see the type of combination which might be possible:
>> CRM (For industries)<----ERP 2005 (IS-U switch on)
(In this landscape the front end system would be crm and erp would enable all the company specific processes to map on the ERP)
I would suggest this landscape when the company is very well off and large in number of customers.
>> IS-U 4.72 on top of R/3
As per my understanding this is the next level of configuration
(Whn company is already running on R/3, but not so flexi to integrate with other legacy components)
3. Volume of DATA:
>>In sync with the size of the company
>>Would some legacy system based processes be used ??
>> Lot of replication of data is required.
Shaishav : I think when you are aware about the ECC 6.0 then better would be if you go throught the link send by the KP and give some time to yourself to get familier with the Business process of this industry.
"IF i've been given 6 hrs to cut down a tree, i'll spend 4 hrs to sharp my Axe - Newton"
Try to get the case study of the implementation of some of the implementation in the Electricity industry and that too where the market is regulated.
I mostly have worked for Europe based industry so i'm not a good person to be contacted for this
Hope information would be benificial.
Some links :
(ECC 6.0)
http://help.sap.com/saphelp_erp2005vp/helpdata/en/c6/4dce68eafc11d18a030000e829fbbd/frameset.htm
(IS-U 4.72)
http://help.sap.com/saphelp_utilities472/helpdata/en/c6/4dce68eafc11d18a030000e829fbbd/frameset.htm
Some case studies:
http://www.axonglobal.com/pages/sectors/Utilities/documents/TransformingUtilitiesAxonsGlobalCapability.pdf
http://www.sap.com/industries/utilities/pdf/Misc_BKW_ROI.pdf
Regards,
Amit

Delete existing document templates from a workflow pattern

Hi folks,
I have a workflow that uses the step that creates a document from a template (MS Word). Now I want to delete two of these templates and don´t want them to appear anymore when that workflow is being executed.
So i deleted the template from the workflow and also from the binding to the step.
I even deleted the template using the report RSWUODEL. But the "deleted" template still appears when the workflow is called.
I also tried to make a new version of the workflow: no use.
How can i get rid of these templates?
Background: I am in an IS-U system (ERP) and the workflow is called by a front office process out of the CIC.
Any help is welcome!
Holger

Deleted the whole step that creates the document. Created new step to create the MS document, defined the binding new.

Front Office Processes

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