Service complaint with sales items

Hi guru's,
If I have a CRM service complaint document with sales items in it (returns or replacement) how does the system know to replicate the item to ECC to create the return order? Also, hows does the system know which order type in ECC to use?
Many thanks,
John

Hi John,
The crux of the replication depends on the item category and the actions in the complaints transaction. You need to create the same order type (Complaints) in ECC (Copy of OR standard order). The item category configuration and determination should be in sync from CRM to ECC. So once you create a complaints and trigger the replacement action, the sub item with item category TAN is created which also creates an order in ECC with only sub item and item category TAN. Similar with other actions. Item category controls if replacement should happen or only returns should happen.
Hope this helps.
Regards,
Chandrakant

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