crm notes - in progress (nov 2015)

Fatsie’s – In Progress…….

Fatsie – My Notes

ContentsTransport of change across the different Clients.............................................................................................................6

Delete Emails from SOST –..............................................................................................................................................6

Set Up New Email Addresses – 204 (254 is only for Unit Testing)....................................................................................6

Assign user to Org Structure Email Box - PPOMA_CRM.................................................................................................12

Quick Search..................................................................................................................................................................16

CRM SMSs Affiliation Codes Maintain’..........................................................................................................................16

OTD Hand Delivery - Re-Delivery Complaint Cockpit Process -......................................................................................18

CRM 120min Process.....................................................................................................................................................20

Codes and Catalogs Part 1 of 2......................................................................................................................................22

Codes and Catalogs for Marketing Campaigns – Part 2 of 2..........................................................................................24

Add Status Priority Dropdown Options..........................................................................................................................24

CRM SMS – SCON..........................................................................................................................................................25

CRM: Transaction Launcher...........................................................................................................................................25

Now to add JVLA to the NAV bar in CRM...................................................................................................................34

To Add and Remove Work Centers links from Profile Roles..........................................................................................44

Call List Rules.................................................................................................................................................................44

Call List Process..........................................................................................................................................................44

Manually Closing a Call List........................................................................................................................................45

Call List Not Appearing..................................................................................................................................................46

Adding Assignment Blocks to UI....................................................................................................................................48

Cat Schema....................................................................................................................................................................49

SMS Ad Hoc Table Template (can be added directly in PROD)......................................................................................52

Change Do Not Update Email:.......................................................................................................................................52

Transport change between same clients.......................................................................................................................53

Check CRM PROD for failed Campaigns.........................................................................................................................55

Campaign Rules.............................................................................................................................................................55

Test Program Error........................................................................................................................................................59

Adding ERP and CRM TRL..............................................................................................................................................59

Activating Business Functions........................................................................................................................................59

Closing an Interaction in the GUI...................................................................................................................................60

Updating Info from ECC to CRM....................................................................................................................................60

Fatsie – My Notes

403 Access Denied: Basis to Deactivate the Standard Authorization-Handler Content Filter within Transaction SMICM.......................................................................................................................................................................................60

My-Mags: Product Pricing on My-Mags.com.................................................................................................................61

My-Mags: Pricing Codes Refresh Process – CRM and ECC.............................................................................................62

My-Mags: CRM Update Promo Offer Codes from CRM.................................................................................................64

AL11 Output to CRM Directory......................................................................................................................................67

Adding Assignment Blocks.............................................................................................................................................68

Automatically reprocess stuck queues..........................................................................................................................69

Changing User Status on User Profiles...........................................................................................................................70

Update the BUPA Relationship between ECC and CRM.................................................................................................70

SM000 Issue in Middleware...........................................................................................................................................71

Emails not coming into CRM Inbox................................................................................................................................74

Change Status Flow.......................................................................................................................................................76

Globally Reset User Personalization..............................................................................................................................77

CRM WEBUI Error: Transaction ICEXECUTE is Unknown................................................................................................77

Adding New User and System Status and Linking to Inbox Status.................................................................................77

AL11 Program to Extra Files...........................................................................................................................................78

Auto Email Receiver and Sender Address Maintain – Update Table..............................................................................79

WEBUI Roles Parameters...............................................................................................................................................80

Import Categorization Schema via SAP GUI...................................................................................................................80

CRM Field Info doesn’t transport to ECC.......................................................................................................................80

Cat Schema - Schedule Conditions – Auto Email to OTD...............................................................................................80

Determine Employee Responsible in Email Activity.......................................................................................................81

Maintain Campaign Status - M24 MKT - CL: Renew.......................................................................................................83

Add Webshop Link to CRM............................................................................................................................................84

How make ERMS mail form avail as a Standard Response 7.0......................................................................................87

CRM Tokenization Table:...............................................................................................................................................87

Adding a Field into CRM UI...........................................................................................................................................87

CRM Slow.......................................................................................................................................................................93

Delete Table Entry.........................................................................................................................................................93

Inbox Mapping of Statuses............................................................................................................................................96

Credit Card Token Doesn’t Appear in ERP.....................................................................................................................96

BDOC Error – Enter Card Type.......................................................................................................................................96

Fatsie – My Notes

Campaign Tables............................................................................................................................................................97

Set up Filters to synch between ERP and CRM..............................................................................................................98

Maintain Marketing Attributes in GUI...........................................................................................................................99

The tables associated are:.........................................................................................................................................99

Assign Business Role to Position..................................................................................................................................100

Changing the Name of Assignment Block....................................................................................................................102

Assign Transactions to Business Role...........................................................................................................................105

AP Email Routing Issue................................................................................................................................................106

Create Email Template................................................................................................................................................110

Auto Identify BP...........................................................................................................................................................112

Service Request Error - Details Item *: The status procedure ZM240002 could not be set from item category ZM24.....................................................................................................................................................................................112

Add Division in case of Mapping Error.........................................................................................................................113

Clean Up Server Cookies..............................................................................................................................................114

Update of Title and Suffixes etc ( see transport CRDK902324 for e.g.)........................................................................114

Performance of the Agent Inbox: Change the Evaluation Path of AI_ORGUS..............................................................116

Maintain Token Table..................................................................................................................................................117

SLA Test - DEV 254.......................................................................................................................................................118

Setting Times for Service Profiles.................................................................................................................................119

Actions in Transactions................................................................................................................................................119

How to get the BP number from the User name.........................................................................................................120

Telephony – Can’t set Ready status.............................................................................................................................121

Adding Interaction Record..........................................................................................................................................121

View Message Errors...................................................................................................................................................123

Maintain SR Send Email - Exception Table...................................................................................................................123

Suppressing the creation of an Interaction Record......................................................................................................123

Adding Language.........................................................................................................................................................124

Which SAP-CRM table stores system status................................................................................................................124

Maintain Customer Groups.........................................................................................................................................124

Linking Transaction Types to Business Roles...............................................................................................................125

Marketing Attributes in CRM WEB UI..........................................................................................................................125

Housekeeping Rules.....................................................................................................................................................129

Setting up of Product Pricing in SAP CRM....................................................................................................................129

Fatsie – My Notes

Remove tables from Middleware Jobs........................................................................................................................138

BADI - Inbox Employee Responsible............................................................................................................................139

Manually creating an Organizational Model................................................................................................................140

Maintain Common Division – Single Company Code...................................................................................................140

Wrong Screen linked to new transaction.....................................................................................................................141

CRM Middleware Note 504735 - Billing to ECC...........................................................................................................141

Forwarding Service Requests.......................................................................................................................................141

Prerequisites............................................................................................................................................................141

Features...................................................................................................................................................................142

Forwarding by Using the Dispatch Button...............................................................................................................142

Forwarding Automatically by Changing a Service Request......................................................................................142

Forwarding by Selecting a Customer-specific Button...............................................................................................142

Deleting the Employee Responsible........................................................................................................................143

Clear Campaign Errors due to campaign being locked.................................................................................................143

Fatsie – My Notes

CRM

Transport of change across the different Clients When making config changes in 204, go to client 254 and import those changes via SCC1.

204 to 254 (dev), then import to CRQ then CRP

Transaction - SCC1

Delete Emails from SOST – Filter on document title

Highlight delete entries – refresh and Delete the “Cannot be sent” message

Set Up New Email Addresses – 204 (254 is only for Unit Testing)1. Define Receiving E-Mail Addresses/Fax Numbers

o - CRMC_IC_AUIADDR - Maintain in DEV

2. Define Outgoing E-Mail Addresses - Maintain in DEVo CRM_ERMS_OUTG_EMAIL - (Remove this entry if business does not want it in the drop down IC

Agent screen)

3. Define Outgoing E-Mail Address Groupso - CRMC_IC_FROMGRP - Maintain in DEV

4. Assign Service Manager Profileo - CRMC_ERMS_SM_PDET - Maintain in DEV

Fatsie – My Notes

5. SPRO - 6. Define Quick Search

o CRMC_IC_AUI_QUICKS – Maintain in CRM PRD - SPRO - Administration -> Agent Inbox -> Define Quick Searches

7. Define Inbox Profiles - Maintain in CRM PRD - SPROo SPRO - CRM

8. Create Auto Acknowledgment Form AND email sigantures and Welcome Letter ( this is done in IC_Manager – Knowledgement Management - Mail Forms-)

o - Business needs to complete on PRD Signatures – Copy one and edit it with the new email information

Signature

Fatsie – My Notes

Welcome Letter

Fatsie – My Notes

9. Update “ZM24_RULE_POLICY” – This might the actual last stepo - Needs to be maintained in CRM PRD once Cornell has completed the Acknowledgement and

signature Form - please have business send the acknowledgement and signature to you.

10. Activate Signature o ZCRM_EMAIL_SIGN via SM30o - Maintain in PRD in SE16 when Cornell has Email Form

11. Do SO28 – in PRD when transport is in.

Fatsie – My Notes

Fatsie – My Notes

Remember to add the publication to the drop down box

Fatsie – My Notes

Assign user to Org Structure Email Box - PPOMA_CRMDouble Click the structure

Fatsie – My Notes

Drill down to the structure and right click on a user and click Assign

Fatsie – My Notes

Search for the user (via Owner) and click ok.

Fatsie – My Notes

Fatsie – My Notes

Quick Search

CRM SMSs Affiliation Codes Maintain’Maintain in PRD – T-Code - ZCRM_SMS_AUTH

(Side notes) View table ZCRM_SMS_AUTH via SE16n to view update – Compare with existing code to verify code

Fatsie – My Notes

Change/Maintain

New Entry

Fatsie – My Notes

OTD Hand Delivery - Re-Delivery Complaint Cockpit Process - 1. Go to the Cockpit /n/nam/dispatching)

a. Enter required fields

2. Select the record to be completed – Click on Sub Complaint

Fatsie – My Notes

3. Go To Carrier Info and enter text and change Complaint Result to Resolved (changing it to Resolved is of most importance as this status change will update CRM)

a. Click Save and Back

4. Double click the line and change the final cockpit status e.g. Re-Delivereda. Click save

Fatsie – My Notes

CRM 120min Process

1. First call resolution. Identify and confirm customer Create Interaction Record Click END Button – VERY IMPORTANT

2. Email comes in for Finance: Select the Email from the Inbox. Click on Interact. Confirm the BP if not confirmed automatically. Click on the Service Request and Maintain the Finance categorization, description and status to 'In

Process'. Click on the Interaction Record select Publication, set status to 'Completed', select Outcome and

maintain Notes. Click the END Button.

3. OTD Replacement or Credit Identify and confirm customer Create Service Request Create Interaction Record Back to the Service Request Save Service Request Click END Button – VERY IMPORTANT

Fatsie – My Notes

OR

Identify and confirm customer Create Interaction Record Create Service Request Save Service Request Click END Button – VERY IMPORTANT

4. Non – Delivery OTD Credit Confirm BP Edit Service Request (update Category 4 and 5 if need be) Create Interaction Record Go back to Service Request and SAVE Click END Button – VERY IMPORTANT

5. Finance Service Request Select E-Mail from the inbox Click Interact If it finds the customer automatically it means the email is linked to that client just confirm or search

and confirm customer Create Interaction Record Click Service Request Save Service Request Click END Button – VERY IMPORTANT

OR

Select E-Mail from the inbox Click Interact If it finds the customer automatically it means the email is linked to that client just confirm or search

and confirm customer Click Service Request Create Interaction Record Back to the Service Request Save Service Request Click END Button – VERY IMPORTANT

6. Scenario 2 - Email comes in for Replacement or Credit: Select the Email from the Inbox. Click on Interact. Get the BP or Subscription from the Email Interaction. Click END Button. Confirm the BP or Subscription using the BP or Subscription that you would have got from the Email

Interaction. Go to the Account Factsheet to verify or check if the Subscription is active and valid or not

suspended. If active you can then create the Interaction Record. Create and Save the Service Request for Replacement or Credit.

Fatsie – My Notes

Click the END button. Go back to the Inbox, select the Email and Interact. Confirm the BP if not confirmed automatically. Click on the Interaction Record select Publication, set status to 'Completed', select Outcome,

maintain Notes. Click the END Button.

Now you would have created a Replacement or Credit for the Active or valid Subscription and the Email will be completed.

Codes and Catalogs Part 1 of 2SPRO - Define Code Groups and Codes for Catalogs

A2 Catalog for Newspapers

Fatsie – My Notes

Fatsie – My Notes

Codes and Catalogs for Marketing Campaigns – Part 2 of 2

Add Status Priority Dropdown Options SPRO

First find role – Define Transaction Types Find role e.g. M24 MKT - CL: Renew and double click to see the Status Profile

Copy Status Profile e.g. Go to Status Management - Define Status Profile for User Status

o

Enter Status Profile in the Position box and double click

Fatsie – My Notes

Enter the additional entries

CRM SMS – SCON

CRM: Transaction Launcher

Here is a step-by-step manual in SPRO-transaction:

1. Open UI Framework, Technical Role Definition, Define Navigation Bar Profile2. Select Navigation Bar Profile

Fatsie – My Notes

3. Define Logical Link, new entry4. Define Direct Link Groups, take Group ID5. Assign links to Direct Link Group, add Logical Link ID & Position Level6. Open UI Framework → Business Roles, Define Business Role7. Chose Business Role8. Adjust Direct Links Groups, select Group ID from step #49. Adjust Direct Links, enable Logical Link (visible: v)

Save

After completing all these steps your link will be added to navigation bar profile.

SPRO – Configure Transaction Launcher

Fatsie – My Notes

Fatsie – My Notes

Value = ERP Transaction you want to call

Fatsie – My Notes

Fatsie – My Notes

Now to add JVLA to the NAV bar in CRM

Fatsie – My Notes

Define Link (copy existing link)

Fatsie – My Notes

Double click the above selected line if you want to change the Title if you want a different

Hit Enter – then Save

Exit to SPRO then enter Define NAV Bar Profile again

Fatsie – My Notes

Copy the group ID

Fatsie – My Notes

Fatsie – My Notes

Copy line and include JVLA

Fatsie – My Notes

Save

Back to SPRO

Fatsie – My Notes

Fatsie – My Notes

Go to Client 254 and SCC1 (import the change to DEV)

Fatsie – My Notes

Log on the CRM UI 254 and check if the T code is there.

Fatsie – My Notes

To Add and Remove Work Centers links from Profile Roles1. SPRO UI Framework Business Roles Define Business Role2. SPRO Interaction Center WebClient Define Business Role

Select the correct Role and click through the menu to deactivate the work centers

Call List Rules1. IC Manager Role sees all Call list – Active or Inactive2. IC Agent Role sees active Call List assigned to them ( may not see the list if newly assigned to 100%

completed list, they will see the list if new calls exist the next day)

Call List Process1. Click on Call Lists2. Click on Call list item (it will auto confirm)3. Click on Account Identification (if the Call Centre wants to confirm contact details)

Fatsie – My Notes

4. Click on Factsheet (based on what the Call List is about, the agent may need more Subscription Order information &/or the Agent may need to Renew the Subscription Order)

5. Click on Interaction Record to update the Publication/Outcome6. Click on END

Manually Closing a Call List Manually marking the activities as complete T – Code : CRMD_TM_CLDIST - Call List Maintenance

Find the Call list – switch to Edit Mode and mark the check boxes in the Complete Coloumn

Fatsie – My Notes

Call List Not Appearing

Fatsie – My Notes

Fatsie – My Notes

Adding Assignment Blocks to UI

Log on the business role (Newspaper Campaign Admin)

Navigate the page where the change should occur

Click on the ‘big spanner’ to change the page layout and insert the required block

Fatsie – My Notes

Cat SchemaRemember 2 things

First add the Schema (Codes and Cats) in the backend via SPRO then do the External Category

DEV – SPRO – Codes and Catalogs – navigate to level needed and add the additional code (Mags and Newspaper share the same level)

Fatsie – My Notes

Fatsie – My Notes

SMS Ad Hoc Table Template (can be added directly in PROD)SM30 – ZCRM_SMS_TEMPLATE (search via ZCRM*SMS*)

Add Template Entries

DEV - SE11 – Z*SMS

Change Do Not Update Email:CRMD_ORDER

NP Object ID 83533 – T.Type - ZN13 AP Object ID 0001590894 – T.Type – ZA13 MA Object ID 0000283661/0000283645 – T.Type Z013

Fatsie – My Notes

Transport change between same clientsCreate transport with the following table entries and SCC1 the transport to another client

R3TR TABU CRMD_ERMS_PLCY

R3TR TABU CRMD_ERMS_PLVR

Fatsie – My Notes

R3TR TABU CRMD_ERMS_PLVR_T

R3TR TABU CRMD_ERMS_PROF

R3TR TABU CRMD_ERMS_PROF_T

R3TR TABU CRMD_ERMS_RLCN

R3TR TABU CRMD_ERMS_RLCN_T

R3TR TABU CRMD_ERMS_RULE

R3TR TABU CRMD_ERMS_RULE_T

R3TR TABU CRMD_IC_PLCY_EVT

R3TR TABU CRMD_IC_PROF_POL

Hi All,

Transporting Rules and Categorization Schema is a client dependent config.

To transport rules, perform the following steps:

SAP menu -> Interaction Center -> E-Mail Response Management System -> Utilities -> Transport Rule Policies Across Systems and Clients [CRMD_ERMS_TRANS_RULE]

You will be required to provide the RFC destination and name of the Rule policy etc...

Make sure you login to the target system and set the Rule policy to released because rules are transported as draft rules.

To transport Category Schema:

It is recommended to transport the catalog, code and codegroups if you have implemented them before transporting the Category Schema.

In order to Transport the category schema, Run report in target system

Fatsie – My Notes

T-code: SE38 or SA38

Report: CRM_ERMS_CAT_AS_IMPORT

Check CRM PROD for failed CampaignsSWI1 - Selection report for workflows

Campaign RulesOn the daily campaign attribute list, if there is no creation date, it will only look at the previous days monitoring

Fatima Daniels: for renewals it looks current day, for suspension looks yesterday, payments failures yesterday

[2014/06/04 02:19:21 PM] Curt Veenendaal: and welcomes? Yesterday

[2014/06/04 02:19:45 PM] Fatima Daniels: Only renewals look at today

Can’t use OR in Daily – Hard Coded

From: Nasheel Ganas Sent: 10 March 2014 02:40 PM

Fatsie – My Notes

To: Curt VeenendaalCc: Greg Nel; Roux Van RensburgSubject: RE: Welcome Email Segmentation Clarity

Hi Curt,

If I had to guess, I would say there are probably Agent Subscriptions, listed in your Donor results:

OWN DONOR AGENT

Is Ship = Payer? Yes No No

BP Number Not = Agent BP's Agent BP's

Payment Method Not = V V

BP Role = Payer No Difference

Donor Agent

BP Role = Ship To Recipient Ship To

So you would need to bring in Payment Method (the Masterdata may not be updated but V is for agent order payments) & Agent BP numbers to be certain (Theuns is well aware of how to distinguish between the Own / Donor / Agent segments)

I’d like to have a look at your segments (send me the numbers please) to ensure that there isn’t any data extraction issues.

Regards

Nasheel

From: Curt Veenendaal [mailto:[email protected]] Sent: 10 March 2014 12:11 PMTo: Nasheel GanasCc: Greg Nel; Roux Van RensburgSubject: RE: Welcome Email Segmentation Clarity

Apologies Nasheel, Subscriptions lingo

DR = Donor Recipient

DP = Donor Payer

I did segmentation as you see below and these are the results

Fatsie – My Notes

mailto:[email protected]

New Welcomes

MONTH JAN FEB MAR

OWN 1545 2513 1219

DONOR PAYERS 513 567 152

DONOR RECIPIENTS 3546 2188 564

Total 5604 5268 1935

The difference in my segmentation is:

Selection Own DR Own DP

Ship to = Payer?

YES NO YES NO

BP ROLE PAYER PAYER SHIP TO SHIP TO

Should DONOR PAYERS not be the same number as DONOR RECIPIENTS?

I only separately segment them because I want to send them different MAILFORMS. Because my understanding (let’s just look at Mar) is that 564 customers received gift subscriptions and we are welcoming them, however, we are only welcoming 152 donor payers. What about the 412(564-152) other Donor Payers?

Regards

Curt

From: Nasheel Ganas Sent: 10 March 2014 11:58 AMTo: Curt VeenendaalCc: Greg Nel; Roux Van RensburgSubject: RE: Welcome Email Segmentation Clarity

Hi Curt,

I’m unfamiliar with the terms “DR customers” & “DP customers”

Fatsie – My Notes

The attribute SHIP TO = PAYER? is use to differentiate between Own / Donor / Agent type Subscriptions & the attribute BP Role is used to further specify which partner you want to market to:

OWN DONOR AGENT

Is Ship = Payer? Yes No No

BP Role = PayerNo Difference

Donor Agent

BP Role = Ship To Recipient Ship To

Note that if you are segmenting for Agent Orders, you have to also provide the Agent BP numbers e.g. Discovery

Regards

Nasheel

From: Curt Veenendaal [mailto:[email protected]] Sent: 10 March 2014 10:40 AMTo: Nasheel GanasCc: Greg NelSubject: Welcome Email Segmentation Clarity

Hi Nasheel

I am running segmentations for Welcome Emails to be sent to customers.

I am trying to get the extent of where we are at to present to management to make a decision on who we are going to send WELCOME EMAILS to.

I am using the following criteria (not sure if this is correct)

But I want to know, when I choose IS SHIP TO = PAYER?

If I select SHIP TO = PAYER? as YES and I select BP Role as PAYER then I am assuming it is OWN customers If I select SHIP TO = PAYER? as NO and I select BP Role as SHIP TO PARTY then I am assuming it is DR customers

If I select SHIP TO = PAYER? as NO and I select BP Role as PAYER the I am assuming it is DP customers.

Am I correct in these assumptions?

Please advise?

Fatsie – My Notes

mailto:[email protected]

Test Program ErrorSA38 - CRM_Order_Read

Adding ERP and CRM TRL

Activating Business FunctionsHave Basis open the box e.g.DEV-QA-PRD

T-Code - SFW5

These business functions need to be activated, can you please arrange with basis to open the box & activate them?

Fatsie – My Notes

Closing an Interaction in the GUI.CRMD_ORDER - Transaction Processing

Updating Info from ECC to CRMPricing Conditions - T-Code - R3AS - DNL_CUST_CNDALL

Bank Master Error – R3A3 (Object DNL_CUST_BNKA) – then R3AM1

Replicate Prices Webshop - R3A3 - Z_CUS_CONDITION

If Payment Terms are out of Sync “Payment Term Z*** does not exist” - R3AS – DNL_CUST_PRICE

403 Access Denied: Basis to Deactivate the Standard Authorization-Handler Content Filter within Transaction SMICM

Basis to deactivate the Standard Authorization-Handler Content Filter within Transaction SMICM Menu -> Goto -> HTTP-Plugin -> Authorization-Handler.

In CRM – Go to T-Code SMICM

Go to GotoHTTP Plug-In Authorization Handler

Fatsie – My Notes

Authorization Handler Deactivate

Remember to deactivate the status on all systems via SM51

My-Mags: Product Pricing on My-Mags.comAll the conditions explained below are maintained in Transaction JC9B.

The Pricing is calculated as follows:

LOCAL RATE: R31.68

Cover Price (excl VAT): R34.21Minus % Discount (35%): R22.24 Plus Postage: R 5.55Total - Add VAT 14 %( 1.14): R31.68

FOREIGN RATE: R73.36

Cover Price (excl VAT): R34.21NO DISCOUNT: R34.21Plus Postage: R39.15 Total - NO VAT: R73.36

Fatsie – My Notes

NAMIBIA RATE: R46.43

Cover Price (excl VAT): R34.21NO DISCOUNT: R34.21Plus Postage: R12.22 Total - NO VAT: R46.43

My-Mags: Pricing Codes Refresh Process – CRM and ECCThis document provides a procedure that can be used in CRM to refresh prices in case the delta load of these has not successfully happened or not happened at all. This should only be used when there is no other option or just as a quick resolution to the issue. It should also only be used after prices have been updated.

1. The first thing to do, and this will be repeatedly done, is to check the prices that are displayed on the web shop.

2. The second step is to try and refresh the buffer and check the prices again on the web shop. The refresh can be done by executing the function module IPC_DET_CLEAR_CUST_BUFFER in transaction SE37. The parameters that should be passed are as given in the screen capture below:

Fatsie – My Notes

After doing this, check the prices on the web shop again (also refresh the browser session by closing it and going back to the shop)

3. If there has been no change on the prices, the next rest that is necessary is of the VMC. To do this, use transaction SM52 and select the option shown in the screen capture below. After this reset, refresh browser and check the prices again.

Choose the “Yes” option in the pop-up that comes next:

4. If the prices have not changed by now, this probably means that delta uploads are not working properly and an issue should be raised for that to be investigated. In circumstances where an emergency refresh is needed, reinitialize all prices by triggering an initial load of all the prices.

i) Use transaction R3AS and enter the object Z_CUS_CONDITION as shown in the screen capture below.

Fatsie – My Notes

ii) Monitor this object in transaction R3AM1 and also ECC in transaction SMQ1. Wait until the replication done.

iii) Repeat process steps 1 – 3, checking as specified.iv) NB: Only development and QA: Go to transaction SE 38 and execute the report

ZZ_REALIGN_CONDITION_TABLES. The report has been customized to run only in DEV and QA, so an accidental execution of this step will not effect changes in production. After running the report, repeat steps 1 – 3, conducting all the checks as pointed out.

My-Mags: CRM Update Promo Offer Codes from CRM1. SE38 - ZCRM_OFFER_CAMPAIGN_CREATE – run in background

Fatsie – My Notes

Check Via SM37 if job has completed

2. Reset Buffer – T Code SE37 - IPC_DET_CLEAR_CUST_BUFFER

Fatsie – My Notes

3. Reset VMC – T Code SM52

Choose the “Yes” option in the pop-up that comes next:

Restart Internet Explorer – If the Codes exist in ERP then they should appear in the CRM Campaign ID

AL11 Output to CRM DirectoryThe incorrect variant was being used hence instead of sending the file to the CRM Directory , it was adding it as an attachment to the campaign transaction.

Fatsie – My Notes

The below change to the Variant ID in the communication medium for the campaigns was made, and after testing , the file was successfully sent to the CRM directory therefore visible in t-code AL11.

Thank you.

Changes made:

Before:

This configuration added the CSV file as an attachment to the transaction (Incorrect)

After:

This configuration send the file to the CRM Directory (Required results)

Fatsie – My Notes

Adding Assignment Blocks

Config Key - ZN_IC_AGEN ( NP) and ZMEDIA_IC ( Mags)

Fatsie – My Notes

Click edit

Choose Config

Add the Block and Save

Define Business Role

ZMEDIA_IC

BR - ZM24_RSL_GRP – ZM24_RES_GROUP - Profile M24_IC_AGENT

Automatically reprocess stuck queues.Below are the 2 jobs that need to be scheduled to:

RSQIWKEX - Inbound RSQOWKEX – Outbound

Fatsie – My Notes

Changing User Status on User Profiles

Update the BUPA Relationship between ECC and CRMT-Code: R3AS - Start Initial Load

Fatsie – My Notes

Execute and monitor in T-Code - R3AM1 - Monitor Objects

SM000 Issue in MiddlewareI believe the issue in middleware is due to the following configuration being missing on the CRM side.The roles ISM000, MKK and ZISM00 have all however been hidden in CRM and first needs to be unhidden. You just have to uncheck the Hide checkbox on the role definition screen.

Fatsie – My Notes

Fatsie – My Notes

After Refresh – setting up QA SOST for SMS

T-Code SCON

Fatsie – My Notes

Emails not coming into CRM InboxIf it’s not SO28 and Rule Policy then….

It’s due to the Workflow linkage having de-activated.

Fatsie – My Notes

…so that future event linkage errors will send a mail to XXXX workflow Inbox in CRM

Fatsie – My Notes

Change Status FlowSPRO – CRMTransactionsStatus ManagementDefine Status Profile for User Status

Fatsie – My Notes

Globally Reset User Personalization

SE38 - BSP_DLC_DELETE_PERSONALIZATION

CRM WEBUI Error: Transaction ICEXECUTE is UnknownAuths Issue – have Authorization copy a correct profile to the one that is faulty.

Adding New User and System Status and Linking to Inbox Statusa. Define Status Profile for User Status

b. Assign Status and Subject Profile for Each Transaction Type

Fatsie – My Notes

c. Define Inbox Status

d. Map Item Status to Inbox Status

AL11 Program to Extra FilesSE38 - CRM_MKTTG_FEXP_SHOW_FILE

Fatsie – My Notes

Auto Email Receiver and Sender Address Maintain – Update TableT-Code – SM30 – Program Name ZCRM_OTD_EMAILS

Fatsie – My Notes

WEBUI Roles ParametersCRM_UI_Profile - *

Import Categorization Schema via SAP GUIImport schemas by running program CRM_ERMS_CAT_AS_IMPORT in transaction SE38

CRM Field Info doesn’t transport to ECCTransaction - BSP_WD_CMPWB - UI Component Workbench

Check that the Field is pointing to the correct structure in BSP_WD_CMPWB (compare a field that is working from CRM to ECC then check the field that is not transferring the info)

Cat Schema - Schedule Conditions – Auto Email to OTDCRMBasic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions and then Define Conditions

Fatsie – My Notes

http://scn.sap.com/message/7717623#7717623

Remember!! For adding codes to Service Request sent to the Finance Team (changing the service team from Inbound to Finance)

Update the Service Rule

Determine Employee Responsible in Email ActivitySPROCRM Interaction Center WebClient Agent InboxMap Item Attributes to Inbox AttributesMap Business Transactions to Responsible Employees and Groups

Fatsie – My Notes

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Maintain Campaign Status - M24 MKT - CL: Renew

1. Find the Status Profile in SPRO - Define Transaction Types (Z010 = M24 MKT - CL: Renew = ZM240004)2. Define Status Profile for User Status - ZM240004

Fatsie – My Notes

Add Webshop Link to CRMFirst create the link then assign to the Nav bar and then the business role

Business role – add link

Step 1

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Transaction launcher Wizard

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Then activate in Business Role

How make ERMS mail form avail as a Standard Response 7.0

You need to add the mailform ID to a so-called Standard Response Group (transaction CRMC_IC_RESPNGRPX) via IMG menu path: Customer Relationship Management - Interaction Center WebClient - Basic Functions - Communication Channels - Define Standard Response Groups. It’s a bit screwy, you need multiple line entries (with the same Std Response Group ID) for each mail form you want to add to a given profile.

Then you have to add the Standard Response Group profile to your agent-facing Business Role obviously.

CRM Tokenization Table: SE16 – ZCRM_token_trans

Adding a Field into CRM UIFirst find the view by going to the WEBui – find the field and press F2

In the Field View, the part before the slash is the Component, after the slash is the View

Fatsie – My Notes

GUI – T-Code - BSP_WD_CMPWB - UI Component Workbench

Enter the Component - Press Enter

Double click the View

Fatsie – My Notes

Click on Configuration

Click on the Choose Configuration

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Click Edit

Select the Line where the extra line as to be added and click on the Add Line ( if the Add Line option is missing then click on the last line and increase the row number by 1 to add an extra line – you will have to manually move each line down till you get you to where your line should be)

Click on Show Available Fields - Switch to Tree View

Expand the applicable folder (e.g. Header) – Select the line needed and click on the + button (the new line would be added to the end of the WEB UI Page)

Fatsie – My Notes

To move the line up or down – select it and click on Show Field Properties

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Change the row number to update where the line should be

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CRM SlowCheck T-Code SM51 to check traffic on the system

Ask BASIS to re-index table BALHDR

Delete Table EntryGo to SE16, change the option to SE16 Standard List

Double the entry

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Add /H into T-Code box

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- Press Enter

Double on CODE

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Click on the Edit button and DELE and save.

Inbox Mapping of Statuses

SPRO Map Item Attributes to Inbox Attributes SPRO Map Item Status to Inbox Status

o Email – Z013 – Z013o Service Request – ZM24002 – ZM24o Call Back – ZM240005 – Z017o Telephone Out – ZM24001 – SMS (ma)Z015

Credit Card Token Doesn’t Appear in ERPCheck Queues in CRM and ERP

In Table But100 – ISM00 must be deleted ( via /H) and any OTD entry must be replaced [O 50000005 ****]

Check the BP has a Sold-to-Party

Check Tables T-Code SE16 – BUT0CC and ZCRM_TOKEN_TRANS – Confirm tokenization entry

Go to BP, in change mode and add the Token, if token exist then change the card number ( add a .) and save then delete the ( . ) and save again.

BDOC Error – Enter Card TypeReprocess the BDOC via SMW01

Fatsie – My Notes

ZISM00 O 50000005 SBMA

ZISM00 O 50000005 SBNP

Campaign TablesCRMC_MKTPL_PROF --> CRM Customizing of Marketing Planning: Campaign Types

CRMC_MKTPL_CTYPT --> CRM Customizing Marketing Planning: Campaign Types Texts

CRMC_MKTPL_CTYPE --> CRM Customizing of Marketing Planning: Campaign Types

CRMC_MKTPL_CTYOB --> MKTPL: to link camp. type to objectives

CRMC_MKTPL_COT --> MKTPL: to link camp. types and objectives to tactics

CRMC_MKTPL_TACTS --> CRM Customizing of Marketing Planning: Campaign

CRMC_MKTPL_TYPL --> Assignment of Campaign Types to Graphic Profile

CRMC_MKTPL_CASC --> CAL: Assignment of search criteria to Campaign C

CRMC_MKTPL_CDET --> Customizing Marketing Planning Campaign Det. Con

CRMC_MKTPL_CM --> Customizing Table for CM File Structure (Obj.cl.

CRMC_MKTPL_COSTF --> Relation Cost Types To Campaign Types

Fatsie – My Notes

Set up Filters to synch between ERP and CRM

Fatsie – My Notes

Maintain Marketing Attributes in GUI1. CRMD_PROF_CHAR - Attribute Maintenance

2. CRMD_PROF_TEMPL - Maintain Attribute Sets

3. CRMD_PROF_BP - Assign Attribute Values to Business Partners

The tables associated are: AUSP: BP Attribute set Attribute relation INOB: Object ID, BP Number KSSK: Object ID, Attribute set ID

Fatsie – My Notes

CABN: Attribute ID and name CAWN: Attribute name and values CAWNT: Attribute values and its description. KLAH: Attribute Set Name, ID

Assign Business Role to Position

Find the Role in the Active Tab then right click on it and Select Create Info Type, fine the correct profile e.g. ZA_IC_Manager – save

Fatsie – My Notes

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Changing the Name of Assignment Block

Open UI and navigate to affected screen, click the SECOND spanner and get the Page View

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Open T-code - BSP_WD_CMPWB - UI Component Workbench open the correct Configuration profile

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Assign Transactions to Business Role

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Hi Fats

The Auth object B_USERSTAT controls the user status profile that the agent is allowed to change.

As you have created all new user status profiles for Associated, this needs to change to include all ZAP* status profiles.

AP Email Routing Issue

1. Transaction: SPRO

2. Highlight the AP Service Manager Profile3. Double click Direct called Services

Fatsie – My Notes

4. Highlight RE_RULE_EXEC5. Double click the Properties folder

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6. Change the Policy value to ZA_RULE_POLICY

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Create Email Template

SE16 – CRMD_ORDERADM_H – get the Object ID for the GUID

Remember to set the Org Determination in PPOMA

Fatsie – My Notes

CRMD_ORDER – create new business transaction with copy of OBJECT ID

Double Click PROPVAL

Client 254 –

MSK – 0000058765 – ZKIR - MSK Template IR MSK -

Fatsie – My Notes

Auto Identify BP

T- Code – SPRO - Define Account Identification Profiles

Service Request Error - Details Item *: The status procedure ZM240002 could not be set from item category ZM24

Click on Details – might be auths issue.

Fatsie – My Notes

Add Division in case of Mapping ErrorSPRO - Define Divisions then Define Combination of Distribution Channel and Division

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Clean Up Server CookiesRun this program – SE38 - BSP_CLEAN_UP_SERVER_COOKIES

Update of Title and Suffixes etc ( see transport CRDK902324 for e.g.)

Fatsie – My Notes

Fatsie – My Notes

Performance of the Agent Inbox: Change the Evaluation Path of AI_ORGUS

In the agent inbox, when searching for items of a “my groups”, SAP CRM automatically decides to not only search for items in “your” group, but also for items for all members of the group.

When you do a SQL trace, you will notice that when working with big groups (for instance a call center), this can consume quite some time.

To avoid long runtimes in the agent inbox, you can decide to adjust the evaluation path AI_ORGUS in SPRO.

IMG --> SAP Customizing Implementation Guide --> SAP NetWeaver --> Application Server --> Business Management --> Basic Settings --> Maintain Evaluation Paths.

AI_ORGUS is used to decide which partners should be considered in the search.

Fatsie – My Notes

https://lh6.googleusercontent.com/-P1VNE-YROQg/TW4ZhqEF2aI/AAAAAAAABmQ/WgaX6ZX9JHQ/s1600/Inbox_my_groups.jpg

Find AI_ORGUS and mark all checkboxes in the skip column (on the right).Now when searching for inbox items, the system will only retrieve inbox items which have been assigned directly to the group (i.e., the group is the responsible department in the partner schema), and not also to members of the group.

Of course, you will have to make sure that the responsible department is part of the partner procedure and is always determined correctly in your process... Otherwise, open items might not be picked up.

NOTE: SAP has decided to reuse the AI_ORGUS (while AI stands for Agent Inbox) in the Pipeline Performance functionality. If you adjust the evaluation path for a faster inbox, you should be aware that without any adjustments, the PPM will not work as designed anymore.

Adjust (or enhance) method CL_CRM_PPM_UM_TOOLKIT-->GET_TEAM_OF_ORGUNIT

What you want to do is to replace AI_ORGUS with for instance ZPPM_ORGUS. ZPPM_ORGUS should be a copy of the original AI_ORGUS. Or you can convince OSS of the design error (reusing AI_ORGUS in a different context), and get a note.

Maintain Token TableInsert when if a new Role Key is created - SM30 – ZSAFEKEY

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SLA Test - DEV 254T- Code SE24

Program Name - ZCL_IM_CRM_ORDER_SAVE

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Setting Times for Service ProfilesCRMD_SERV_SLA

Actions in Transactions

You can define actions dependent on conditions so that the system automatically schedules and starts them when the conditions are fulfilled. With actions you can:

Create follow-up transactions automatically

Fatsie – My Notes

Execute changes in the transaction or marketing object currently being processed, for example, create new items, or status inheritance by subordinate

elements in marketing objects

Output in print, by faxing or e-mail

SPRO Customer Relationship ManagementBasic FunctionsActionsActions in Transactions Change Actions and Conditions

How to get the BP number from the User name

Select OBJID from HRP1001

where SOBID = UserName

and OTYPE = CP

Fatsie – My Notes

Select SOBID from HRP1001

where = OTYPE = CP

and OBJID = OBJID from query above

and SCLAS = BP

Telephony – Can’t set Ready statusPlease restart your computer, and then open the SIP Soft Phone (headphone icon) and Interaction client (yellow telephone icon) before opening portal.

Adding Interaction Record1. SPROMaintain Categories2. SPROAssign Categories to Transaction Types

Fatsie – My Notes

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View Message Errors

T-Code SE91

Maintain SR Send Email - Exception TableSM30 - ZCRM_SR_EMAIL_EX

Suppressing the creation of an Interaction RecordCreate your own implementation of BAdI CRM_IC_IARECORD. Write line:

RV_SUPPRESS_IREC = 'X'.in method BEFORE_IREC_CREATE, and Interaction Record creation will be suppressed.

Fatsie – My Notes

Adding LanguageIt is really easy, all you need to do is go into transaction SMLT and add the language. In the CRM’s case, when I went into the

transaction, it referred me to a SAP note which instructed me to run program RSCPINST where I added Afrikaans as well

Which SAP-CRM table stores system statusYou can check table CRM_JEST to get status of any transaction no.(order,quotation,BP ETC...)

Text for status is Stored in TJ30 nd TJ30T

Go to SE16 – Table CRMD_ORDERADM_H and enter the Object ID numbers – copy the GUID numbers

Go to SE16 – Table CRM_JEST - Enter the GUID Number and execute

Maintain Customer GroupsTo maintain the customer groups on the BP - Sales Area - Billing page (GUI).

SPRO – Master Data - Business Partner - Define Attributes - Define Customer Groups

Customer Group is stored in table CRMD_SALES. A connection is made from table CRMD_ORDERADM_H to CRMD_LINK and then to CRMD_SALES.

Fatsie – My Notes

Linking Transaction Types to Business Roles

IC Agent Role normally has a business transaction profile. Check it in the path

SPRO-> CRM->Interaction Center WebClient->Business Transaction Profiles. Select the business transaction profile.

This drives the list of transactions that appear in IC Agent Role.

The assignment of the business transaction profile is done in t-code CRMC_UI_PROFILE--> Function Profile.

If the transactions do not appear in IC agent then:

Check for the authorization objects in the su01. You might not be allowed to run the transaction because of PFCG authorizations.

Marketing Attributes in CRM WEB UI

Click on the Marketing Workcentre and go to the Second level Navigation Select Marketing Attribute.

Fatsie – My Notes

Select New Button for Creating New Attributes in the Options available -

Note :

Here we are Directly Assigning Attributes to Attributes Set in the General Data.

(Where as in SAPGUI - We use to create Attributes separately and Attributes Sets Separately.)

Fatsie – My Notes

Maintain Attributes , Format Type and Entry Required , Multiple Values in and according to your Business Requirement.

Incase if we want to Add more Attribute Values to your Attribute - Select your Attribute and Add your values by selecting Insert Button

under the Values Tab and for Deletion select the Attribute and Click on Delete Box indicator and Save it.

By Default once the User entering their Attributes or Attribute Values another blank line will be created for Entering Attributes or Attribute

Values - if it is not appeared take the Help of Insert Button.

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Finally Save it.

Housekeeping Rules

Setting up of Product Pricing in SAP CRM

Step 1: Creation of condition table

You use a condition table to determine the combating of fields of which you want a condition record to consist. The number of fields used for a condition table is restricted to 10.

Fatsie – My Notes

Many standard tables are available; but some specific conditions are to be maintained then one can create their own tables as well.

One common and simple table is SAP004 which contains fields sales org, distribution channel and product.

Fatsie – My Notes

http://4.bp.blogspot.com/-cFCgHaIM8Sw/TntaKKacRSI/AAAAAAAAHug/cdKP2LSiH-U/s1600/1.jpg

Step 2: Create access sequence

In this IMG activity, you determine, depending on the condition type and with help from an access sequence, the order in which the system should work through the condition tables when searching for certain condition records. Every condition table contains a certain combination of fields for which the system should search in the condition records. The search sequence should go from special to general condition records (for example, search for the field Customer before the field Customer Group).Using the exclusive indicator, you determine that the system ends the search after the first valid condition record is successfully accessed.You determine an access sequence for every condition type for which you create condition records. There are some condition types for which you do not have to create condition tables (for example, discounts that are not searched for but rather are entered manually). You do not have to determine access sequences for these condition types.ExampleCondition table A contains the field combination Product/ Country; condition table B contains the field combination Product/ Customer. You determine the following sequence in the access sequence for the condition type Product Substitute:1. Condition table B (Product/ Customer)2. Condition table A (Product/ Country)Now when the product substitution searches for a product, the system firstly searches in the condition records for a customer-specific product substitute. If it does not find an entry for this, it then searches for a country-specific product substitute.

Fatsie – My Notes

http://1.bp.blogspot.com/-PPtmi2_39eM/TntapqDwycI/AAAAAAAAHuk/0769pegKycM/s1600/2.jpg

Example 1:

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http://4.bp.blogspot.com/-x0cNRPWH9yE/Tnta_NDpQrI/AAAAAAAAHuo/LLI8VF3-SDY/s1600/3.jpg

http://2.bp.blogspot.com/-SMlGgC-yAiE/TntbP4aZd1I/AAAAAAAAHus/S7ZHOtUAnCU/s1600/4.jpg

Example 2:

Step 3: Creation of condition typesIn this IMG activity, you use the condition type to define the properties, field combinations and business importance of condition records. You can, for example, create different condition types for free goods discount, sales-dependent rebate or gross price discount. You can also copy the condition types from SAP R/3.

In SAP CRM, you cannot change condition types that have been copied from SAP R/3.

The name range for customer-specific entries is: A* to Z* and 8*, 9*.

Condition types in pricingFor pricing, a condition type represents a specific aspect of daily pricing activities in the system. You can, for example, define a condition type for every type of price, discount and surcharge that occurs in your business transactions. The condition type defines, for example, the calculation type for a product discount. You can also define that the discount is calculated as a fixed amount or a percentage.You generally assign an access sequence with the required condition tables to every condition type. There are, however, condition types to which you do not assign access sequences. This means, however, that the system doe not automatically search for the condition types during pricing. This makes sense for condition types that should only be entered manually in the transaction.

Fatsie – My Notes

Step 4: Creation of procedureThe pricing procedure defines the valid condition types and the sequence of calculation in the transaction. It also defines the following: which subtotals are shown on the pricing screen

if manual processing of pricing is possible

on what basis the system calculates surcharges and discounts

which requirements must be met in order that a specific condition type is taken into consideration.

The pricing procedures can also be copied from the R/3 System.Changes can only be made in the CRM System on data that was created in the CRM System. The data is identified with the source system field. You can only change data in the CRM System if the field has the value B.

Fatsie – My Notes

http://2.bp.blogspot.com/-i2EomIxIUB0/Tntb8IFYY6I/AAAAAAAAHu4/DZ616uq8SLA/s1600/7.jpg

Namespace for customer-specific entries: A* to Z* and 8*,. 9*.New Customizing in CRM System can only be copied manually into the R/3 System.You can find information on data transfer for pricing in the SAP Library under Basic Functions -> Pricing.

Fatsie – My Notes

http://2.bp.blogspot.com/-RxGDXrDPWQM/TntcOEtggVI/AAAAAAAAHu8/7TDB6M55wOc/s1600/8.jpg

http://1.bp.blogspot.com/-XGm_KLhX0zY/TntcZ7_u1wI/AAAAAAAAHvA/_32YxxvGZaE/s1600/9.jpg

Step 5: Determine Pricing Procedures

Pricing procedure can be done using the: Sales organization

Distribution channel

Document pricing procedure (can be assigned to a sales transaction, on the third level)

Customer pricing procedure (assignment in business partner master)

Fatsie – My Notes

http://2.bp.blogspot.com/-p1OA85puEK0/TntcpCB6A4I/AAAAAAAAHvE/vPYv2fszrC0/s1600/10.jpg

Do not forget to have the same document pricing procedure you have for your transaction typeAlso the customer pricing procedure should be same as maintained for BP ( or you can keep it black here if you do not want determination based on customer pricing procedure)

Step 6: Setting up price for product

Go to transaction commpr01Select your product. Go ahead and update the price in conditions tab.

Fatsie – My Notes

http://3.bp.blogspot.com/-b3toQ-sWNr4/TntcwzoWTkI/AAAAAAAAHvI/3uvkgOsok8Q/s1600/11.jpg

SE93 – Create T Code

SE80

Remove tables from Middleware Jobs

T-Code – R3AC3 - Customizing Objects

Scroll down to the Adapter Object and Double Click

Fatsie – My Notes

Click on the Table/Structures Tab and find the table , then cut/delete it

BADI - Inbox Employee Responsible - ZCL_IM__CRM_IC_INBOX_BADI

Fatsie – My Notes

Manually creating an Organizational ModelT-Code - PPOCA_CRM

It can be done through IMG path...

CRM --> Master Data --> Organizational Management --> Organizational Model --> Create Organizational Mode

After creating the organizational model go to the FUNCTION tab click the SALES radio button. So whatever you created the organization will reflect into SALES.

Maintain Common Division – Single Company CodeT- Code - CRMD_DOWNLOAD_OM

Very Important: ECC first needs to have their Common Division set up.

To transfer common distribution channel and divisions from R/3 to CRM, you need to start transaction CRMD_DOWNLOAD_OM and execute report with option sales area bundling.

(There will be no confirmation screen once the execute button is clicked)

With this report bundling sales area will be copied to table SMOTVKOS and SMOTVKOV and then you will be able to define your master data only in the referenced sales area.

Fatsie – My Notes

Wrong Screen linked to new transaction

CRM Middleware Note 504735 - Billing to ECC

Forwarding Service Requests

You can use this function to forward service requests to another service team or employee responsible.

To forward a service request, you can change the service team and the employee responsible manually.

However, you can also use automatic functions that make the work of your service desk personnel

easier.

You can forward a service request automatically with the following options:

The service request is forwarded automatically when you change a service request. For example,

you can use this function for the initial phase of the service request processing.

You trigger the forwarding by using the standard button Dispatch.

You trigger the forwarding by using customer-specific buttons.

PrerequisitesFor using the automatic dispatching function and for creating customer-specific forwarding buttons, you have to activate business function Service Request Enhancements (CRM_ITSM).

You can use the dispatch button without activating the switch.

Fatsie – My Notes

Features

Forwarding by Using the Dispatch ButtonWith the dispatch button in the toolbar, you can forward a service request to a business partner who is evaluated by a rule policy. For more information, see Customizing of Customer Relationship

Management under Transactions Additional Settings Assign Dispatching Rule Profile to Transaction Types.

Forwarding Automatically by Changing a Service Request

You can also forward a service request automatically. In Customizing, you can define which field

changes should trigger the rule policy for forwarding a service request. In addition, you can define the

business roles and transaction types that use the automatic forwarding.

To use this function, configure the forwarding by using the dispatch button. This function and the

automatic forwarding use the same service manager profile.

NoteYou can define whether the automatic forwarding is to be started after changing a field or after saving

the transaction. With the immediate execution, the processor of a service request is able to control the

output of the rule policy.For more information, see in Customizing for Customer Relationship Management under

Transactions Additional Settings Assign Dispatching Rule Profile to Transaction Types. Transactions Settings for Service Requests Forwarding Service Requests Define Fields for

Automatic Dispatching

Forwarding by Selecting a Customer-specific ButtonWith this function, you can forward a service request manually by pressing a customer-specific button

in the work area toolbar. For example, the system automatically determines a new service team or a

new employee responsible when button is selected.

Note

You can use this function additionally to the forwarding by using the dispatch button.

The system stops the automatic forwarding function after you have forwarded a service request by

selecting a button for the first time.

You can create several forwarding rule policies for one transaction type. It allows you to take into

account the specific requirements of the single business transactions. To do so, you create rule policies

in context service request management and make them available as actions on the business

transaction.

Use action QB_EXEC_RULE_POLICY with processing parameter FORWARD in sample action profile

QUICK_ACTION_BUTTONS as a sample to create customer-specific rules.

For more information, see Fast Access to Actions on Service Requests.

Fatsie – My Notes

Note

If the standard actions that are available for rule policies of context service request management do

not meet your requirements, you can use Business Add-in (BAdI) BADI_CRM_RM_DECISION_ENGINE. For

example, you want to take the workload of the business partners into account when you forward a

service request automatically.

For more information, see Customizing of Customer Relationship Management under Transactions Settings for Service Requests Forwarding Service Requests BAdI: Forward Service Requests.

Deleting the Employee ResponsibleWhen the service team is changed, in most cases the employee responsible of a service transaction will change as well. Therefore, in rule policies of context Service Request Management you can define that

the current employee responsible is to be deleted from the service request.For this purpose, in the rule policy the action Delete Partner is available. If you use it, you have the

following options:

You delete the employee responsible. The system checks whether the current main employee responsible is part of the new

determined service team.

If he or she is not in the team, the system removes the business partner from the partner

function.

Clear Campaign Errors due to campaign being locked

Go to SE16 and table CRMD_MKTSTATUSTG

Fatsie – My Notes

Set the Flag field to Single Value NULL

Click Execute and If any are found the with FF ID – select the line and click display then enter debug mode, double click on the CODE and change it EDIT then run…enter the X and X at the 2 flag fields.

Fatsie – My Notes

Creating BP RelationshipsT-code – BUPT BUPA

Fatsie – My Notes

Fatsie – My Notes

Examples of BP relationships (for MSK)

Relationsh.Cat Title BP 1 Standard Name BP 2 Standard Name

ZMTHER Mother Is Mother of Has Mother

ZFTHER Father Is Father of Has Father

ZUNCLE Uncle Is Uncle of Has Uncle

Fatsie – My Notes

Manually Synching BP/Material from ECCPerform this function when a BP exist in ECC and not CRM

NB: Check SMQ1 in ECC to see if BP was successfully sent and SMW01 in CRM to check if there are any Bdoc errors

To imitate manual BP transfer

T-Code R3AR2 - Define RequestsMake sure you are in Change Mode and change the Reqname to the BP number being manually synched

Select the Line and double click on Request Detail

Fatsie – My Notes

Enter the BP number in the LOW field and SAVE

Exit to the Main Menu and double click Start Requests

T- Code: R3AR4 - Start RequestsSearch for the Request via Requst Name field

Double check the Source (From) and Target (To) Sites and Click Execute

Fatsie – My Notes

T Code: R3AR3 - Monitor RequestsTo confirm that the request was successfully completed

Enter the Request Name and click Execute

Transaction Launcher: Error when opening an RFC connection (CPIC-CALL: ' )Check the Transaction Launcher logical System – normally the errors means it’s pointing to the wrong connection ERP client

When Email are not routing to correct

Fatsie – My Notes

crm notes - in progress (nov 2015)

Documents

changing user status

crm tokenization table

clients53check crm prod

new email addresses

crm update promo offer

user name120telephony

user profiles70update

system status