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In-House Repair Orders
You create an in-house repair order within complaints processing if a customer wants to send in or bring
in a defective product for repair.
You can enter in-house repair orders in the Customer Relationship Management WebClient user interface
(CRM WebClient UI).
Integration
SAP CRM
The in-house repair order is integrated with service processes and sales transactions. This means you
can create in-house repair orders as follow-up transactions and thereby transfer the data from each
preceding transaction.
A complaint can precede an in-house repair order, but this is not necessarily the case.
In-house repair processing is integrated with Actions.
SAP ECC
For detailed information about the data exchange between CRM systems and integrated Enterprise
Resource Planning (ERP) systems, see Data Exchange for Complaints: SAP CRM – SAP
ECC.
Features
Note
In addition to the complaint functions, the following functions are available in the in-house repair order.
Returns item and allocation of a unique return material authorization (RMA) number
After creating a returns item to show that a consignment of goods is expected from the customer and
then saving the in-house repair order, a unique return material authorization (RMA) number is
allocated. The unique RMA number is made up of the in-house repair order number and the item
number of the returns item.
By saving the in-house repair order, SAP CRM replicates the order for logistical purposes in SAP ERP
Central Component (SAP ECC). The returns item of the in-house repair order is replicated as a returns
request item in a sales order in SAP ECC. Then, a sales order with the same transaction ID as in SAP
CRM exists in SAP ECC. In this way, the unique RMA number is also available in SAP ECC.
The customer receives the unique RMA number, which he or she can then use to send in the products
for repair. After the returns delivery is received, you can use the RMA number to directly assign the
product sent in for repair to the repair order.
Diagnosis
The creation of a diagnosis item shows that the defective part should be inspected after the returns
delivery.
After the returns delivery is received and the technical analysis (diagnosis) is performed, you can
document the result as follows:
o By filling in an HTML page that is available for the diagnosis item and header data in assignment
block Questionnaires. You can tailor the HTML page to your needs.
o Using Categorization
Planning repair services and service parts with pricing
If the product is repaired, you create repair items and service part items for the in-house repair order, if
necessary. You can also use the service order template for this purpose. The system determines
the prices for each repair item. Pricing is influenced by the following parameters:
o Services or service parts that are covered by an existing warranty
o Reductions for customers
o Customer-specific prices (discounts) that are covered by the service contract
Tools
You can add tool items as subitems of a repair item.
For more information, see Tool.
Availability information
Availability information informs you whether the service parts are currently in stock. Each service part
item generates a reservation in the back end system, which can be used to trigger an early
procurement process.
Cost estimate
You can change service part items or service items into quotation items by clicking Recreate quotation
item in item processing. The hidden system status Quotation is deleted in the background. Then you
can use theScheduled Actions assignment block to print the quotation and send it to the customer.
If the customer rejects the quotation, you either delete the item or you change the status
to Completed and use an appropriate action to allow the defective item either to be shipped back to
the customer or to be scrapped. When you set the status to Completed, the hidden system
status Quotation is deleted.
If the customer accepts the quotation, choose Accept Quotation. At the same time, the hidden system
status Quotation is deleted.
Confirmation of working times and service parts
Following the repair, the service representative confirms the actual working time and service parts
used. The withdrawal of service part items in the confirmation updates the stock levels at the relevant
repair center.
All the confirmation items relevant for controlling will update the related controlling object.
Within the confirmation, you can differentiate between the service type, valuation type, and internal
bill-to parties. The service type enables you to differentiate between the internal costs for services
performed by a skilled employee and those performed by a trainee. You can use accounting indicators
to distribute the incurred costs to different bill-to parties.
For more information, see Service Confirmations.
Delivery of product
Following the repair, you create a return delivery item.
Loan device management
During a repair, you can send loan devices to your customers to bridge the gap during long repair
times. The repair order manages the loan devices.
Creation of In-House Repair Order
Purpose You create in-house repair orders if a customer brings or sends goods in for repair.
You can create in-house repair orders in the SAP GUI for Windows, in the PC UI, and in the Interaction
Center (IC) WinClient.
Prerequisites You have made all necessary settings in Customizing for Customer Relationship Management by
choosing Transactions Settings for Complaints.
Transaction Types and Item Categories
You have defined the transaction types and item categories.
The transaction types and item categories for in-house repair orders are predefined as follows in the
standard system:
Transaction Types Item Categories
REPA – SAP repair RREQ – Repair request
REPA – Repairs
RMAT – SAP service material item
DGNS – Diagnosis item
LOAN – Loan device delivery
LRET – Loan device pick-up
RSUB – Return for repair
RRET – Repaired goods delivery
SCRP – Scrapping
If the settings for these Customizing objects do not meet your business requirements, you can copy the
objects and modify them. For more information, see the Implementation Guide (IMG) for Customer
Relationship Management and choose Transactions Basic Settings Define Transaction
Types and Define Item Categories.
Make the following settings for delivery-relevant items:
● On the Definition of Item Categories screen: In field Assign BW/CO: Sales
● On the Customizing Item screen: In field Bill. Relevance: External billing
Copying Control
If you want to create in-house repair orders with reference to service processes or sales transactions, you
must define this in Customizing.
These settings are already available if you use the standard transaction types delivered by SAP.
For more information, see Copying Business Transactions.
Action Profiles and Assigned Actions
You have completed Customizing for actions:
● You have defined action profiles and actions for both transaction types and item categories in
Customizing for Customer Relationship Management by choosing Basic
Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions.
● You have assigned the action profile to the transaction type and item categories using the following
IMG activities: Customer Relationship Management Basic Functions Actions Actions in
Transaction Assign Action Profile to the Business Transaction Type and Assign Action Profile to the Item Category.
● You have defined the schedule condition and start condition for each action definition using the
following IMG activity: Customer Relationship Management Basic
Functions Actions Actions in Transaction Change Actions and Conditions Define Conditions.
The action profiles and assigned actions available in the standard system include:
Technical Name of Description of Technical Name of Description of Action
Action Profile Action Profile Action
REPAIR_REQUEST Repair request REPAIR_RETURN Return for repair
REPAIR_DIAGNOSIS Diagnosis
REPAIR_DIAGNOSIS_R ESULT_ITEM
Repair: result of diagnosis (item)
REPARATUR Repair
REPARATUR_WKF Repairs + service parts
REPAIR_LOAN_DEVICE Loan device
REPAIR_SCRAP Scrapping
REPAIR_ITEM Repair item REPAIR_SPARE_PART Service part item
REPAIR_LOAN_DEVICE Repair loan device item
REPAIR_LOAN_DEVICE _PICK_UP
Loan device pick-up
REPAIR_RETURN Return for repair REPAIR_RETURN_DELI VERY
Delivery: repair
If the action profiles delivered by SAP do not meet all your needs, you can define your own actions in
Customizing.
Buttons for Actions
You have defined the labels and icons for the buttons for the actions of the main item in Customizing
for Customer Relationship Management by choosing
Customer Relationship Management Transactions Settings for Complaints Define Pushbuttons
for Actions.
Questionnaire for the In-House Repair Order
● You have defined the questionnaire for the diagnosis report in Customizing, by choosing
Customer Relationship Management Transactions Settings for Complaints Questionnaire
for Complaints Define Questionnaires.
● You have assigned the questionnaire for the diagnosis report to item category diagnosis (DGNS) in
Customizing by choosing
Customer Relationship Management Transactions Settings for Complaints Questionnaire
for Complaints Define Determination for Questionnaires.
Scrapping Items in the In-House Repair Order
For the item category for scrapping (SCRP), you have defined the parameters for the goods movement
from the sales order stock in Customizing by choosing
Customer Relationship Management Transactions Settings for
Complaints Integration Logistics Integration Define Transfer Parameters for the Goods
Movement.
Data Exchange for In-House Repair Orders: CRM Enterprise – SAP ERP
For the prerequisites for the data exchange between CRM Enterprise and SAP ERP, see the
"Prerequisites" section of Data Exchange for Complaints: CRM Enterprise – SAP ECC.
Process Flow Creating In-House Repair Orders
You can create in-house repair orders with or without reference to a sales transaction or a service
process.
If you want to create a document with reference to a preceding document, call this document up and use
the Create Follow-Up Transaction button to create an in-house repair order.
Items are only copied if they have a valid status.
This means that the system offers you the items contained in the preceding document so that you can
decide which items you want to transfer to the in-house repair order.
Then specify the reason or reasons for the in-house repair order. The fields Defect Class and Quality
Defect are automatically filled according to the settings in Customizing. The number of defects is set to “1”
by default. You can change the values for the quality defect and the number of defects.
If there is a serial number available on the product, enter it in the in-house repair request.
For more information about serial number entry, see Serial Number Entry in Complaints and Returns.
You can use actions to trigger a variety of subsequent processes from the in-house repair order. How you
use the actions depends on your business process.
If you set the in-house repair order to status Completed, all subitems are automatically set to status Completed.
Serial Number Entry in Complaints and Returns
Use You can enter serial numbers for products within the context of complaints, returns, and in-house repair
orders. The serial numbers that are entered can be validated.
It is possible to enter serial numbers in all SAP Customer Relationship Management (SAP CRM)
channels (SAP graphic user interface (SAP GUI) for Windows, Interaction Center (IC) WinClient, IC
WebClient, e-service, mobile service) and in the People-Centric UI.
Prerequisites
● You have either entered the serial number information in the product master, or you have replicated
the material master data from SAP ECC to SAP CRM.
In SAP GUI, you can use the field for serial number processing on the Material tab page to enter and display serial numbers.
Possible values include:
○ 0 – Default value
○ 1 – Input possible, but no comparison checks against master data
○ 2 – Check individual object in CRM
○ 3 – Check individual object and serial number in CRM
○ 4 – Check for serial number in SAP ECC
To activate the field for use (set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING), you can use SAP Note 824780.
● To improve performance during validation of the specified serial numbers by comparing them with
the serial numbers in the system, we recommend creating an index for fields TYPE_OBJECT and SERIAL_NUMBER for the CRMD_SRV_REFOBJ table.
Features
Maintaining Serial Number Information The serial number information indicates whether serial numbers are relevant for a certain product, and
how a serial number created in a document should be validated.
You can use SAP GUI for Windows or People-Centric UI to enter serial number information in SAP CRM
in the product master on the Material tab page.
You can also get the serial number information by replicating the material master data from SAP ECC to
SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). A material is serial number-relevant if a serial
number profile is defined at plant level in SAP ECC, and the goods movement requires a serial number to
be entered.
In SAP CRM, you can overwrite this replicated information.
The serial number information is replicated from SAP CRM to the mobile client as part of the product
master data.
Maintaining Serial Numbers You have the following options for maintaining serial numbers:
● You represent serial numbers in SAP CRM as individual objects by entering them in SAP CRM.
● You maintain serial numbers in SAP ECC and replicate them to SAP CRM
○ You can replicate serial numbers that are not linked to equipment from SAP ECC to SAP
CRM. The serial numbers appear in SAP CRM as individual objects.
For more information, see Serial Number Download, Replicate Serial Numbers from SAP ECC to
mySAP CRM and Replicate Serial Number Configuration from SAP ECC to mySAP CRM.
○ You can replicate equipment that can be assigned to serial numbers from SAP ECC to
SAP CRM. The pieces of equipment are represented in SAP CRM as individual objects of
an installed base.
For more information, see Replicating Equipment Between SAP CRM and SAP ECC and
Replication of Equipment Configuration Between SAP CRM and SAP ECC.
● You maintain the serial numbers exclusively in SAP ECC.
Entering Serial Numbers in SAP CRM Documents
● You can enter serial numbers manually for complaints, returns, and in-house repair orders in SAP
GUI for Windows and in the IC WinClient. For complaints and in-house repair orders, you can use the Serial Number field in the Fast Entry. You can enter other serial numbers or serial numbers for returns as item details on the Objects tab page.
● For complaints, returns, and in-house repair orders in the People-Centric UI, you can enter serial
numbers manually. For complaints and in-house repair orders, you can use the serial number field
for the main item on the General tab page. You can enter other serial numbers or serial numbers for returns as item details on the Objects tab page.
● You can enter serial numbers for complaints manually using the mobile client.
● You can enter serial numbers for complaints and returns manually using e-service.
Checking the Serial Numbers Entered in the Documents The checks available in the standard system are listed below. You can use the Business Add-In
(BAdI) Check Reference Objects (CRM_SERVICE_OS_BADI) to tailor these checks to your needs.
You can find this BAdI in Customizing for Customer Relationship Management by
choosingTransactions Settings for Sales Transactions Business Add-Ins.
● As you enter the product, depending on the value in the serial number processing field in the
product master, the system checks whether serial numbers can or must be entered:
○ 0: It is not possible to enter serial numbers; the entry field is not available for input
○ 1: Serial number entry is allowed
○ 2,3 and 4: Serial number entry is required
● After the serial number is entered, the system ensures that the product is not changed any more.
● Quantity check:
The system compares the number of serial numbers that were entered to the item quantity.
● Check serial numbers for accuracy:
○ Check in a return that was created with reference to a recall:
The serial numbers that were entered in the return must be in the recall (product service
letter).
The serial numbers that were entered must not have been entered in another return for the same recall.
For more information about recalls, see Service Recall Processing: Returning Service Parts.
○ Depending on Customizing in the product master (field for serial number processing), the
existence of serial numbers is checked as follows:
■ 0: No checks
■ 1: No master data or quantity check
■ 2: Check whether serial number exists in SAP CRM in an individual object.
■ 3: Check according to points 2 and 4
■ 4: Check of serial numbers in SAP ECC: the product is at a customer site rather
than in the warehouse.
The serial number must not have been entered already in the same document.
Replicating Serial Numbers Entered in Documents from SAP CRM to SAP ECC A returns request item in a complaint or in-house repair order is replicated to SAP ECC as a returns
request item in a sales order. If you activated Additional Functions for Service Parts Management, the
returns request item is replicated in a delivery.
The list of serial numbers is not replicated. This means that serial numbers cannot be verified at goods receipt.
Data Exchange for Complaints: CRM Enterprise – SAP ECC
Use
Data is transferred to SAP Enterprise Resource Planning Central Component (SAP ECC) using CRM
Integration Services. This triggers subsequent processes for the complaints, returns, and in-house
repair orders created in SAP CRM.
Data from complaints, returns, and in-house repair documents is transferred to the different SAP ECC
components as follows:
SAP CRM Documents Data Entered In SAP ECC ECC Component
Returns request Returns item in sales order SAP Sales and Distribution (SAP SD)
Returns authorization Returns item in sales order SAP Sales and Distribution (SAP SD)
Substitute delivery Sales order item SAP Sales and Distribution (SAP SD)
Other follow-up documents (debit/credit memos, actions, tasks)
No data transfer -
Billing for credit/debit Credit posting/Debit posting SAP Financial Accounting (SAP FI)
Revenues SAP Controlling (SAP CO)
Return for repair Repair submission item in sales order
SAP Sales and Distribution (SAP SD)
Return delivery Return delivery item in sales order SAP Sales and Distribution (SAP SD)
Loan device delivery Loan device delivery item in sales order
SAP Sales and Distribution (SAP SD)
Loan device pick-up Loan device pick-up item in sales order
SAP Sales and Distribution (SAP SD)
Scrapping Goods reposting from the sales order stock
SAP Materials Management (SAP MM)
Service part item Reservation SAP Materials Management (SAP MM)
Prerequisites
Customizing in SAP CRM for Items That Are Replicated in an SAP ECC Sales Order
● You have defined the transaction types and item categories. For more information, see the
Implementation Guide (IMG) for Customer Relationship Management and
choose Transactions Basic Settings Define Transaction Types.
The following transaction types are predefined in the standard system:
○ CRMC - Complaints
○ CRMR - Returns
○ REPA - Repair
○ CLRP - Complaint with reference to billing document
○ UUPR - Returns for new parts/remanufactured parts
○ UPRR - Used part returns
The following item categories are predefined in the standard system:
○ REN - Returns request
○ TANN - Free-of-charge substitute delivery
○ RSUB - Return for repair
○ RRET - Repaired goods delivery
○ LOAN - Loan device delivery
○ LRET - Loan device pick-up
○ RAIN - Returns authorization
If these objects do not meet your requirements, you can modify them or define new ones.
● You have ensured that the following Customizing settings in SAP CRM and SAP Sales and
Distribution are identical:
○ Transaction type (SAP CRM) and sales document type (SAP ECC) identifiers
○ Item categories
○ External number assignment for returns requests and substitute delivery items with
identical number ranges
There is no automatic check to see whether the Customizing settings in SAP CRM match those in SAP ECC.
● You have made the necessary Customizing settings for SAP CRM Billing.
Customizing in SAP ECC for Items That Are Replicated in an SAP ECC Sales Order
● You have set up your shipping and inventory processes in Customizing.
● You have set up your financial accounting and controlling processes in Customizing.
For detailed information about Customizing for controlling, see Data Exchange for Service Process.
Customizing for Scrapping Items in SAP CRM
For the item category for scrapping (SCRP), you have defined the parameters for the goods movement
from the sales order stock.
To do so, in Customizing for Customer Relationship Management (CRM),
choose Transactions Settings for Complaints Integration Logistics IntegrationDefine Transfer
Parameters for the Goods Movement.
Customizing for Service Parts Delivery in SAP CRM
● The RMAT item category is predefined in the standard system.
● For the scenario service parts at the service employee’s storage location, you have defined which
plant and which storage location at this plant are assigned to a combination of service organization, service team, and service employee.
● You have set up the Business Add-In: Filter for Reservation so that the items relevant for
reservation are transferred for reservation in SAP ECC.
Customizing for Service Parts Delivery in SAP ECC
● You have created logistics scenarios in SAP ECC.
● A controlling object (internal order) must be found for the reservation in SAP ECC. You have
therefore made the necessary settings in Customizing in SAP ECC by choosing Integration with
Other SAP Components Customer Relationship Management Settings for Service
Processing Controlling Integration Establish Controlling Type, Level, and Scenarios.
Complaints/Returns Document and In-House Repair Order
● The document contains at least one item.
Document headers on their own are not replicated to SAP ECC.
● The document was saved without error messages.
● No distribution locks were set for the document.
Features
● The following are replicated to SAP ECC:
Returns requests (REN) Substitute delivery items (TANN) Submissions for repair (RSUB) Repair return deliveries (RRET) Loan device deliveries (LOAN) Loan device pick-up requests (LRET) Returns authorizations (RAIN)
Even if the complaint/return/complaint with reference to billing documents or the in-house repair order contain different items, only one sales order is created in SAP ECC. This is because the document in SAP ECC is used primarily to trigger subsequent logistics processes.
● Some of the logistics information is transferred back to SAP CRM from SAP ECC so that you can
display the following details relating to a complaint/return or in-house repair order:
○ Status information (such as return, substitute delivery sent, or partially sent)
○ Document flow (such as shipping, goods issue and goods receipt)
○ Quantity delivered
● Changes to returns items and substitute deliveries can only be made in the system in which they
were created.
In SAP CRM, you have the option of changing documents for which data has already been transferred.
Your changes are then automatically transferred to SAP ECC. For more information, see Changing
Business Transactions Transferred to SAP ECC.
● Scrapping
The scrapping item is used to post a goods issue in SAP ECC, which reduces the sales order stock.
● Service Parts Planning in the Sales Order
You can call up availability information for service part items in SAP ECC. The availability information checks the planned quantity against the stock available in the assigned service plant.
When the document is saved, a reservation, purchase order, or purchase requisition is created in SAP ECC for the service part item, depending on the logistics scenario that is set.
Goods withdrawal follows in the confirmation, according to the logistics scenario that is set.
For more information about logistics integration and logistics scenarios, see Logistics Integration.
Activities 1. ...
1. 1. The system uses the item object type to determine whether data should be transferred to SAP
ECC, and then executes the data replication.
Only items with the following item object types are replicated: returns requests, substitute deliveries, repair submissions, repair return deliveries, loan device deliveries, loan device pick-up requests, and returns authorizations. Items with the item object type CRM Customer Complaints Item are not replicated.
The subitems created in SAP CRM (item categories REN, TANN, RSUB, RRET, LOAN, LRET, and RAIN) are replicated to SAP ECC as main items.
2. 2. The distribution status of the complaints document or returns document and of the in-house
repair order shows whether the data exchange was performed successfully. Errors and warning
messages relating to the data transfer are listed in a log.
For more information about statuses, see Status Management in Business Transactions.
3. 3. You manually create goods receipts and goods issues in SAP Sales and Distribution for
returns requests, substitute deliveries, repair submissions, return deliveries, loan device deliveries,
and loan device pick-up requests. This triggers the automatic posting of receivables in SAP
Financial Accounting (SAP FI), and the posting of the profitability segment in SAP Controlling (SAP
CO).
If you post a goods receipt in SAP ECC, the status of the relevant CRM transaction item is automatically updated so that you can identify that a goods receipt has occurred.
The schedule line category and the assigned transaction type are used in SAP SDto control whether a returns item is posted directly to the unrestricted-use stock, or whether it is first posted to the inspection stock.
If you are using the Warehouse Management System in SAP SD, picking occurs using transport orders (transaction LT03).
4. 4. If you generate billing documents for debit memos or credit memos created in SAP CRM, the
billing amounts are posted in SAP FI. Revenues are posted to the relevant profitability segment in
SAP CO.
See also:
For more information about the subsequent processes for complaints and returns in SAP ECC, see SAP
Library (help.sap.com) and choose Logistics Sales and Distribution (SD) Sales (SD-
SLS) Complaints.
For more information about possible errors that could occur during data exchange for business
transactions and information about correcting errors, see SAP Note 490932.
Logistics Integration
Use Logistics integration merges the following business processes in SAP CRM with processes in SAP R/3:
Logistics Integration in the Procurement Process
Logistics Integration in the Material Withdrawal Process
Logistics Integration in Delivery-Relevant Processes
Logistics Integration in the Scrapping Process
Logistics Integration in the Procurement Process
Use You can use the logistics integration in the procurement process to trigger procurement in Online
Transaction Processing (OLTP) to ensure that the necessary items are available at the correct location.
For example, this process would be useful for triggering procurement of spare parts or external services
that were planned in service orders or in-house repair orders.
Depending on whether the spare part is already in stock or whether it first needs to be procured or even
manufactured, you carry out different processes (logistics scenarios).
You can use the following logistics scenarios for procurement of materials and services:
Reservation of Materials
Purchase Requisitions for Materials
Purchase Orders for Services and Materials
Features You can define how the logistic scenario is determined. You have the following options:
If you use the standard implementation of BAdI: Determination of Logistics Scenario for Procurement of Materials and Services, the logistics scenario is defined according to the following criteria: transaction type, item category, and service organization. For each combination, you can indicate the desired logistics scenario from the following scenarios: reservation, purchase requisition, or purchase order. You can also allow the OLTP system to determine the logistics scenario for a combination of these criteria.
You can define the logic you want the system to use when determining the logistics scenario with BAdI: Determination of Logistics Scenario for Procurement of Materials and Services.
Document data that the OLTP system creates for the logistics scenario are returned to SAP CRM. You
can use the document flow to display information from the documents in the OLTP system in the
corresponding order. In this way, you can track the processing status of each individual item.
Prerequisites You have created a hierarchy for spare parts in the product master data and have assigned this
hierarchy to the Purchasing application. You have assigned this hierarchy to the products that you want to manage as spare parts.
You have made the necessary settings in Customizing: For more information, see Customizing for Logistics Integration in Procurement.
You can make these settings in Customizing for Customer Relationship Management by
choosing Transactions Settings for Service Processes Integration Logistics Integration.
Activities A separate tab page is available under the item details in the service order for entering spare part items
or services. 2. ...
3. ...
5. 1. Create a service order or in-house repair order..
6. 2. Enter the product ID of the spare part or the service, as well as the required quantity.
7. 3. Save the order.
The system determines the logistics scenario, depending on your settings in Customizing.
Logistics Integration in the Material Withdrawal Process
Use You use this function if you want to use the integration of the material withdrawal process between SAP
CRM and the SAP ECC backend.
Prerequisites You are using Inventory Management (MM-IM).
You have maintained the following activities in Customizing for SAP ECC.
Integration with Other SAP Components Customer Relationship
Management Settings for Service Processing Logistics Integration Create and
Change Logistics Scenario for Material Withdrawal
Integration with Other SAP Components Customer Relationship
Management Settings for Service Processing Controlling Integration Establish
Controlling Type, Level, and Scenarios
You can reach the activities in CRM Customizing by following the path Transactions Settings
for Service Processes Integration Set Up Time Sheet and Controlling Integration.
You have performed Customizing for the following master data:
You have created movement type 291 (W).
You have created a consignment store for each of the scenarios: Employee
Consignment Stock and Customer Consignment Stock
To find the employee consignment stock, you have created a customer master
record and assigned this in Sales Area Data – Partner Functions to the employee
personnel number from SAP Human Resources (SAP HR).
In Customizing for SAP CRM, you have maintained the following activities by choosing Customer
Relationship Management Transactions Settings for Complaints/Settings for Service
Processes Integration:
Assign Plant and Storage Location to Service Organizational Units
Business Add-In: Determination of Plant and Storage Location
In the standard system, the Business Add-In has two alternative implementations:
Plant/Storage Loc.Determ.from Service Org.- R/3 Plan.Plant
Plant/Storage Loc. Determ. from Service Org. Using Orgfinder
The Plant/Storage Loc. Determ. from Service Org. Using Orgfinder implementation is
delivered active.
Business Add-In: Filter for Reservation
To enable SAP ECC to create a reservation for a spare part, the item category must be
configured to permit this. Use the Relevant for Reservationindicator in the Business Add-In
for this purpose.
You have defined transaction types and item types with the following activity in the
Customizing: Customer Relationship Management Transactions Basic
Settings Define Transaction Types and Define Item Categories.
The following transaction type and item category are delivered in the standard system for
spare part delivery:
Transaction Types Item Categories
REPA – SAP repair RMAT – Spare Part Item
In the standard system, there is no Customizing for the sale of spare parts in the service
order.
If the settings for these Customizing objects do not meet your business requirements, you
can copy the objects and modify them.
You have performed Customizing for the following master data:
If you activate the implementation Plant/Storage Loc.Determ.from Service Org.-
R/3 Plan.Plant in the Business Add-In Determination of Plant and Storage Location,
you must enter the SAP ECC planning plant for the service organization.
To find the employee consignment stock, you have created an employee master
record and assigned this in Identification to the employee personnel number
from SAP HR.
Features The integration of business transactions in CRM Service with SAP ECC provides you with the following
options for service parts order fulfillment:
Spare parts planning in the service order and in-house repair order using:
Availability information in SAP ECC
Material reservation in SAP ECC
In the service confirmation document, you can confirm the materials used with reference to the reservation according to the logistics scenario.
Logistics integration supports the following three logistics scenarios with the withdrawal of materials in
SAP ECC and during confirmation in SAP CRM:
Spare Parts at the Service Employee’s Storage Location
Each service employee’s stock is represented by a storage location in the service plant. The relevant plant and storage location are assigned from SAP ECC to a combination of service organization, service team, and service employee. Use the IMG activity Assign Plant and Storage Location to Service Organizational Units to make corresponding entries in the Orgfinder table.
Spare Parts in the Service Employee’s Consignment Stock
The service employee’s stock is managed as service employee consignment stock. Identification occurs using the service employee’s unique personnel number which is managed in the employee master record in SAP CRM, and in the customer master record in SAP ECC. When a goods movement is transferred to SAP ECC, the SAP ECC customer number is determined from the SAP CRM personnel number.
Spare Parts in the Customer Consignment Stock
A stock of spare parts that is stored on the customer’s premises but does not belong to the customer (for example, construction site equipment) and is managed as customer consignment stock.
The scenarios Spare Parts at the Service Employee’s Storage Location and Spare Parts in the Service
Employee’s Consignment Stock are mutually exclusive.
Spare Parts Planning in the Service Order and In-House Repair Order (Spare Part Item)
Plan the required spare parts in the order independent of the scenario chosen.
You can call up availability information for service part items in SAP ECC. The availability information
checks the planned quantity against the stock available in the assigned service plant. The service plant is
assigned in Customizing.
The check results show the available quantity and the next available date. This information is only
available until the service order is saved, because it is not possible to create temporary reservations
during order processing.
When the document is saved, a reservation for the spare part item is created for the service plant in SAP
ECC.
Spare Parts Fill-Up in SAP ECC
Complete integration of the storage location fill-up between SAP CRM and SAP ECC is not available. The
spare parts fill-up can only be triggered manually according to scenario.
Scenario: Spare Parts at the Service Employee’s Storage Location
After assigning a service employee in resource planning, there is currently no update of the reservation at the relevant service employee’s storage location. The communication and provision of planned spare parts for the correct service employee has to be done manually.
Scenario: Spare Parts in the Customer or Service Employee’s Consignment Stock
A method is available in SAP CRM that can be used to define an action to trigger the delivery of spare parts to the customer (consignment fill-up as a sales order in CRM). This sales order is then replicated in SAP ECC and can be delivered from there. However the reservation in SAP ECC is now unnecessary and you must set it manually to Completed.
Confirmation
You enter the spare parts that were used in the confirmation. The relevant stocks are updated in SAP
ECC.
For more information about the confirmation of spare parts according to logistic scenario, see
the Activities section in Data Exchange for Service Confirmation: CRM Online - SAP ECC.
Logistics Integration in Delivery-Relevant Processes
Use You use this function if you want to use the integration of delivery-relevant processes between SAP CRM
and the SAP ECC backend.
Prerequisites
You are using Sales (SD-SLS).
You have performed Customizing for SAP ECC.
You have created a sales document and sales items in SAP ECC with the same
transaction type and same item categories as in SAP CRM. To do this you must perform
both of the following activities:
Sales and Distribution Sales Sales Documents Sales Document
Header Define Sales Document Types.
Sales and Distribution Sales Sales Documents Sales Document
Item Define Item Categories.
None of the sales document types and sales item types corresponding to SAP CRM are
delivered with the standard system.
You have defined the item category usage. You access the activity by choosing either of
the following:
Sales and Distribution Sales Sales Documents Sales Document
Item Define Item Category Usage
Sales and Distribution Sales Sales Documents Sales Document
Item Assign Item Categories
You have defined transaction types and item types with the following activity in the Customizing
for SAP CRM: Customer Relationship Management Transactions Basic Settings Define Transaction Types and Define Item Categories.
The following transaction types and item categories delivered for SAP CRM in the standard system are relevant for deliveries:
Transaction Types Item Categories
CRMC – SAP Complaint REN – Returns request
TANN – Free of charge substitute delivery
COMP – SAP Returns CRMR – SAP returns
TANN – Free of charge substitute delivery
REPA – SAP Repair LOAN – Loan device delivery
LRET – Loan device pick-up
RSUB – Return for repair
RRET – Repaired goods delivery
If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify them.
Features The following processes are delivery-relevant:
Returns process
Loan device process
Delivery process (returns process) and return delivery process in the context of an in-house repair
Delivery-relevant processes in SAP CRM are replicated in a sales order in SAP ECC. In this way, an SAP
ECC transaction corresponds to an SAP CRM transaction. Delivery-relevant transactions are triggered in
SAP ECC. All transactions are replicated back to SAP CRM. This means that the document flow and
status for each transaction (for example, creation of sales transaction, delivery, and posting of goods
movement) are written in SAP CRM.
Logistics Integration in the Scrapping Process
Use You use this function if you want scrap an item in the context of a repair in SAP CRM and want to use the
integration of processes between SAP CRM and the SAP ECC backend to write off stock from the sales
order stock.
Prerequisites You have maintained the following activities in Customizing for SAP CRM.
You are using Sales (SD-SLS).
You have created the item category for scrapping for the repair transaction type. The transaction type in the standard system is REPA – SAP Repair. The item category is SCRP – For Scrap.
If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify them. For more information, see the Implementation Guide (IMG)
for Customer Relationship Management and choose Transactions Basic Settings Define Transaction Types.
You have defined the parameters for the goods movement from sales order stock using the following activity in Customizing for the item category for scrapping:
Customer Relationship Management Transactions Settings for Complaints/Settings for
Service Processes Integration Define Transfer Parameters for the Goods Movement.
Features In the context of a repair, if a part sent in is found to be too badly damaged that it not worth repairing, it is
scrapped. For this purpose, create a subitem for the diagnosis (item category SCRP). This item category
causes a goods movement to be posted in SAP ECC (movement type 551/E), which writes off the stock
from the sales order stock.