w21: dispute management

8/17/2019 W21: Dispute Management

http://slidepdf.com/reader/full/w21-dispute-management 1/27

SAP ECC 5.00

March 2006

English

W21: Dispute Management

SAP AGDietmar-Hopp-Allee 16

610 !all"or# German$

%&il"ing %loc' Con#ig&ration G&i"e



SAP Best Practices !21( Disp&te Management( Con#ig&ration G&i"e

Copyright

) Cop$right 2006 SAP AG. All rights reser*e".

+o part o# this p&,lication ma$ ,e repro"&ce" or transmitte" in an$ #orm or #or an$ p&rpose itho&t theepress permission o# SAP AG. /he in#ormation containe" herein ma$ ,e change" itho&t prior notice.

Some so#tare pro"&cts mar'ete" ,$ SAP AG an" its "istri,&tors contain proprietar$ so#tare componentso# other so#tare *en"ors.

Microso#t !in"os &tloo' an" PoerPoint are registere" tra"emar's o# Microso#t Corporation.

%M D%2 D%2 3ni*ersal Data,ase S42 Parallel S$sple MS4ESA A S470 AS4800 S470S4800 iSeries pSeries Series 9Series 94S A:P ntelligent Miner !e,Sphere +et#init$ /i*oli an"n#ormi are tra"emar's or registere" tra"emar's o# %M Corporation in the 3nite" States an"4or otherco&ntries.

racle is a registere" tra"emar' o# racle Corporation.

3+ 4pen S:41 an" Moti# are registere" tra"emar's o# the pen Gro&p.

Citri CA Program +eigh,orhoo" Meta:rame !in:rame i"eo:rame an" M&lti!in are tra"emar's or

registere" tra"emar's o# Citri S$stems nc.

H/M; M; H/M; an" !7C are tra"emar's or registere" tra"emar's o# !7C< !orl" !i"e !e,Consorti&m Massach&setts nstit&te o# /echnolog$.

=a*a is a registere" tra"emar' o# S&n Micros$stems nc.

=a*aScript is a registere" tra"emar' o# S&n Micros$stems nc. &se" &n"er license #or technolog$ in*ente"an" implemente" ,$ +etscape.

MaD% is a tra"emar' o# M$S>; A% Se"en.

SAP ?47 m$SAP m$SAP.com Apps App an" other SAP pro"&cts an" ser*ices mentione" herein asell as their respecti*e logos are tra"emar's or registere" tra"emar's o# SAP AG in German$ an" in se*eralother co&ntries all o*er the orl". All other pro"&ct an" ser*ice names mentione" are the tra"emar's o# their respecti*e companies. Data containe" in this "oc&ment ser*es in#ormational p&rposes onl$. +ationalpro"&ct speci#ications ma$ *ar$.

/hese materials are s&,@ect to change itho&t notice. /hese materials are pro*i"e" ,$ SAP AG an" itsa##iliate" companies BSAP Gro&pB #or in#ormational p&rposes onl$ itho&t representation or arrant$ o#an$ 'in" an" SAP Gro&p shall not ,e lia,le #or errors or omissions ith respect to the materials. /he onl$arranties #or SAP Gro&p pro"&cts an" ser*ices are those that are set #orth in the epress arrant$statements accompan$ing s&ch pro"&cts an" ser*ices i# an$. +othing herein sho&l" ,e constr&e" asconstit&ting an a""itional arrant$.

) SAP AG Page




Icons

Icon Meaning

Ca&tion

Eample

+ote

?ecommen"ation

S$nta

Typographic Conventions

Type Style Description

Example text !or"s or characters that appear on the screen. /hese incl&"e #iel"names screen titles p&sh,&ttons as ell as men& names paths an"options.

Cross-re#erences to other "oc&mentation.

Example text Emphasi9e" or"s or phrases in ,o"$ tet titles o# graphics an" ta,les.

EAMP;E /E/ +ames o# elements in the s$stem. /hese incl&"e report namesprogram names transaction co"es ta,le names an" in"i*i"&al 'e$

or"s o# a programming lang&age hen s&rro&n"e" ,$ ,o"$ tet #oreample SE;EC/ an" +C;3DE.

Example text Screen o&tp&t. /his incl&"es #ile an" "irector$ names an" their pathsmessages so&rce co"e names o# *aria,les an" parameters as ell asnames o# installation &pgra"e an" "ata,ase tools.

EXAMPLE TEXT e$s on the 'e$,oar" #or eample #&nction 'e$s s&ch as F2 or the

ENTER 'e$.

Example text Eact &ser entr$. /hese are or"s or characters that $o& enter in thes$stem eactl$ as the$ appear in the "oc&mentation.

<Example text> aria,le &ser entr$. Pointe" ,rac'ets in"icate that $o& replace theseor"s an" characters ith appropriate entries.

) SAP AG Page




Contents1 P&rpose................................................................................................................................... 5

2 Preparation..............................................................................................................................5

2.1 Prere&isites..................................................................................................................5

7 C&stomi9ing............................................................................................................................. 6

7.1 Create a Case ?ecor" Mo"el........................................................................................6

7.2 Create Attri,&te Pro#ile..................................................................................................F

7.7 Create al&es #or Attri,&te Escalation ?eason............................................................I

7.8 Assign Escalation ?easons to an Attri,&te Pro#ile.........................................................

7.5 Create Pro#ile #or Case Search......................................................................................

7.6 Create :&nction Pro#ile................................................................................................11

7.F Create /et Pro#ile.......................................................................................................12

7.I Create Stat&s Pro#ile...................................................................................................12

7. De#ine an" Con#ig&re Actions......................................................................................17

7.10 De#ine Case /$pes......................................................................................................187.11 Create al&es #or Attri,&te BCategor$B.........................................................................15

7.12 Create al&es #or Attri,&te B?easonB...........................................................................16

7.17 Create al&es #or Attri,&te B?oot Ca&se Co"eB...........................................................1F

7.18 De#ine Deri*ation o# Element /$pes.............................................................................1F

7.15 De#ine A&tomatic Stat&s Changes...............................................................................1I

7.16 De#ine /et D #or +otes...............................................................................................1

7.1F De#ine De#a&lt al&es #or Creation o# Disp&te Cases..................................................1

7.1I Acti*ate Process ntegration #or SAP Disp&te Management........................................20

7.1 Create Element /$pe #or Case ?ecor"........................................................................21

7.20 Create Element /$pe #or Case Search........................................................................22

7.21 Create Element /$pe #or Case M$ Search..................................................................22

7.22 Enter Action Pro#ile in Case /$pe................................................................................27

7.27 A&tomatic !rite-## o# Disp&te Cases.........................................................................28

7.28 De#ine tet t$pe #rom %iller Direct................................................................................25

7.25 Assign Case /$pes #or Disp&te Cases #rom SAP %iller Direct.....................................25

7.26 De#ine ?easons #or SAP %iller Direct...........................................................................26

7.2F Clearing Proce"&res in Acco&nting Con#ig&ration.......................................................26

) SAP AG Page




W21: Dispute Management

/his ,&il"ing ,loc' shos ho Disp&te an" Collections Management help companies to re"&cesales "a$s o&tstan"ing to sa*e time an" costs an" impro*e c&stomer relationship management.

SAP Disp&te Management ena,les cross-"epartment "isp&te resol&tion an" streamlines theentire "isp&te management process.

1 Purpose

/his con#ig&ration g&i"e pro*i"es the in#ormation $o& nee" to set &p the con#ig&ration o# this,&il"ing ,loc' man&all$.

# $o& "o not ant to con#ig&re man&all$ an" pre#er an a&tomate" installation process &sing %CSets an" other tools re#er to the installation g&i"e o# this ,&il"ing ,loc'.

2 Preparation

2.1 Prerequisites

# $o& ant to &se this ,&il"ing ,loc' $o& m&st #irst install the #olloing ,&il"ing ,loc's(

uil!ing loc" Description

%72 %est Practices ?47 nstallation

=02 rgani9ational Str&ct&re

+F0 :inancial Acco&nting

+F1 %asic Cost Acco&nting

+F8 Cost o# Sales Acco&nting

=05 Materials Management

=08 Sales an" Distri,&tion

=70 Master Data

) SAP AG Page




# Customi$ing

#.1 Create a Case %ecor! Mo!el

&se/he case recor" mo"el i"enti#ies the t$pes o# o,@ects that can ,e relate" to a case( #inancial"oc&ments c&stomer or *en"or master "ata etc. t also has a logical str&ct&re that gro&ps theo,@ects. t is recommen"e" to not create a case mo"el #rom scratch ,&t rather to cop$ thestan"ar" SAP-"eli*ere" mo"el an" then change it to meet $o&r nee"s.

Proce!ure

1. Access the acti*it$ as #ollos(

Transaction Co!e SC'S(

IM) Menu Financial Supply Chain Management Dispute Management Dispute Case Processing Element Types and CaseRecord Model Create and Process Case Record Model

2. # a "ialog ,o Change to a different RMS is "ispla$e" select 3DMJDSP3/E #or the ?MSD an" choose Continue (Enter). therise $o& can change the ?MS ,$ selecting theChange RMS ,&tton in mi""le le#t section an" entering the ?MS D in the "ialog ,o Changeto a different RMS.

7. Select ?ole-%ase" ie in the &pper le#t section o# the "ialog.

8. n the tree *ie in the mi""le le#t section o# the "ialog epan" the no"e ?ecor" an" Case?ecor" Mo"els.

5. n the tree *ie in the mi""le le#t section o# the "ialog ,elo the no"e ?ecor" an" Case?ecor" Mo"els right-clic' on the no"e Mo"eler #or Case ?ecor"s in Disp&te Managementan" select Create.

6. n the tool,ar o# the Mo"eler in the &pper mi""le section select Model

oad local file an"open the #ile Kdispute case model.xmlL.

F. n the tool,ar o# the Mo"eler select !ttri"utes for Record Model the ,&tton to the right o# theSa#e ,&tton. n the screen Change !ttri"utes enter the "escription Z_DISPTE_M!DEL in

#iel" Short description. o& can either assign $o&r on *al&e #or 3ni&e D or clic' theGenerate 3ni&e "enti#ier ,&tton #or the s$stem to generate a 3ni&e D. Select Continue(Enter).

I. n the tree *ie in the mi""le le#t section o# the "ialog ,elo the no"e ?ecor" an" Case?ecor" Mo"els right-clic' on the no"e Mo"eler #or Case ?ecor"s in Disp&te Managementan" select Find

. Select Search (F$).

10. Select the entr$ ith the short "escription NJDSP3/EJMDE;( this is the SAP-"eli*ere"entr$.

11. Select Copy (Enter).

12. /he stan"ar" case mo"el is no liste" in the Histor$ area in the loer le#t section o# the"ialog o# the organi9er. Select the mo"el an" #rom the Acti*ities men& select %therFunctions &' Copy Model an" select the ne copie" mo"el.

17. n the tool,ar o# the Mo"eler choose Sa#e the one ith the "isc an" select Sa*e.

18. n the tool,ar o# the Mo"eler select !ttri"utes for Record Model the ,&tton to the right o# theSa#e ,&tton. n the screen Change !ttri"utes enter a "escription o# $o&r mo"el in #iel"

) SAP AG Page




Short description. o& can either assign $o&r on *al&e #or 3ni&e D or clic' the Generate3ni&e "enti#ier ,&tton #or the s$stem to generate a 3ni&e D. Select Continue (Enter).

15. n the tool,ar o# the Mo"eler select the Sa#e ,&tton the one ith the "isc an" select Sa*e./he stat&s as "ispla$e" in the Mo"eler ill ,e "ispla$e" green Status Sa#ed .

#.2 Create 'ttri*ute Pro+ile&se/he attri,&te pro#ile "e#ines the "ispla$ an" maintenance properties o# each attri,&te. /he pro#ilecontrols the "ispla$ o# the case recor" the "ialog ,o hen a case is create" #rom A4? an" thecase search screen.

Proce!ure


Transaction Co!e SP%,

IM) Menu Financial Supply Chain Management * Dispute Management* Dispute Case Processing * !ttri"ute Profile *Create

!ttri"ute Profile

2. n the Change +ie, -Profiles./ %#er#ie, screen select the pro#ile :+JDSP.

7. Select Copy !s (F0)1

8. n the Change +ie, -Profiles./ Details of Selected Set screen enter N:+DSP in #iel" !ttri"1Profile1

5. Choose Enter1

6. n the Specify o"2ect to "e copied select Copy !ll screen to cop$ the pro#ile an" all"epen"ent entries to the ne pro#ile.

F. n the Change +ie, -Profiles./ %#er#ie, screen in the tree *ie Dialog Structure on the le#t

si"e select !ssign !ttri"utes an" enter the #olloing "ata(

Attrib. Group Row Column Req.Entry

Invi-sible

Drop-down

Ce!"- box

#o$$in$

CA%E&'I'#E () (() (()

CA%E&'*+E () ((, (()

CA'EGR* () (( (() / /

C0A1GED&2* () ()3 (()

C0A1GE&'I4E () ()3 ((5

C#%ED&2* () ()6 (()

C#%I1G&'I4E () ()6 ((5

CREA'ED&2* () () (()

CREA'E&'I4E () () ((5

E%CA#&REA%1 () ((7 ((5 / /

) SAP AG Page




E/'&8E* () (() ((5

E/'&RE9 () ((, ((5 /

9I1&2:8R% () ((5 ((5

9I1&C1'AC'&9A/ () (); ((5

9I1&C1'AC'&9A/C () (5( ((5

9I1&C1'AC'&4AI# () (); (()

9I1&C1'AC'&1A4E () ()7 (()

9I1&C1'AC'&'E# () ()7 ((5

9I1&CRDI1A'R () (( (() / /

9I1&CREDI'ED&A4' () ()) (() /

9I1&DI%+:'ED&A4' () ()( ((5 /

9I1&DI%+:'E&C:RR () (), (() /

9I1&D:E&DA'E () ((7 (() /

9I1&8:11R () ((5 (()

9I1&1'&%#=&A4' () ()5 ((5 /

9I1&RIGI1A#&A4' () ()( (() /

9I1&+AID&A4' () ()) ((5 /

9I1&R'&CCDE () ((3 ((5 / /

9I1&R'&99&A4' () ()5 (() /

+#A1&E1D&DA'E () ((; (() /

+RIRI'* () ((6 ((5 / /

+RCE%%R () ((3 (() / /REA%1&CDE () (( ((5 / / /

RE%+1%I2#E () (( ((5 /

%'A'&RDER1 () ((6 (() / / /

I. Select Sa#e (Ctrl3S) to sa*e $o&r entries.

#.# Create -alues +or 'ttri*ute (scalation %eason/

&seo& can &se this MG acti*it$ to create the permitte" *al&es #or the attri,&te ?eason #orEscalation. SAP alrea"$ "eli*ers reasons #or escalation.

o& can &se the MG acti*it$ Assign ?easons #or Escalation to Attri,&te Pro#ile to "eterminehich escalation reasons to &se #or hich attri,&te pro#ile.

Proce!ure


) SAP AG Page




Transaction Co!e SM#0 &sing C&stomi9ing ,@ect SCMGA//?JSESCA;

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * !ttri"ute Profile * !ttri"ute+alues * Create +alues for !ttri"ute -Escalation Reason.

2. n the Change +ie, -Reason for Escalation./ %#er#ie, screen choose 4e, Entry .

7. Enter the #olloing "ata(

(scalation Tet

!0 Appro*e" #or A&tomatic !rite-o##

8. Choose Sa#e (Ctrl3S)1

#. 'ssign (scalation %easons to an 'ttri*ute Pro+ile

&seo& can &se this MG acti*it$ to select the permitte" *al&es #or each attri,&te pro#ile #or theattri,&te Reason for Escalation.

Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect SCMGJA//?ESCA;

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * !ttri"ute Profile * !ttri"ute

+alues * !ssign Escalation +alues to an !ttri"ute Profile

2. n the Determine 5or6 !rea/ Entry "ialog ,o enter ?9I1DI%+ an" choose Continue.

7. n the Change +ie, -Reason for Escalation./ %#er#ie, screen *eri#$ the #olloing *al&es.

(scalation Tet

!0 Appro*e" #or A&tomatic !rite-o##


#.3 Create Pro+ile +or Case Search&sen this MG acti*it$ $o& ma'e the settings #or the case search. o& can "e#ine the #olloing(

• ;a$o&t o# the selection screen

• :iel"s that are mo"i#ia,le in the case search

o& can either create $o&r on pro#ile or &se a stan"ar" pro#ile

) SAP AG Page




Proce!ure


Transaction Co!e SM# &sing C&stomi9ing ,@ect SCMGCJ;CP?:;IM) Menu Financial Supply Chain Management * Dispute Management

* Dispute Management * Dispute Case Processing * CaseSearch * Create Profile for Case Search

2. n the Change +ie, -Case Search Profile./ %#er#ie, screen choose 4e, Entry an" enterthe #olloing(

Pro+ile 4ame o+ Pro+ile

N:+J;C C&stomi9a,le Disp&te Case


8. n the Change +ie, -Case Search Profile./ %#er#ie, screen select the line $o& @&st entere".

5. n the Change +ie, -Case Search Profile./ %#er#ie, screen in the tree*ie DialogStructure on the le#t si"e select Selection Fields an" enter the #olloing "ata(

Row Column Attrib. %ele!tion ptions

(() (() +RCE%%R /

(() ((5 CREA'E&'I4E /

((5 (() %'A'&RDER1 /((5 ((5 +RIRI'* /

((, (() E/'&8E* /

((, ((5 E/'&RE9 /

(( (() CA%E&'I'#E /

(( ((5 CA'EGR* /

((3 (() 9I1&8:11R /

((3 ((5 +#A1&E1D&DA'E /

((6 (() 9I1&DI%+:'ED&A4' /

((6 ((5 9I1&DI%+:'E&C:RR


F. n the Change +ie, -Case Search Profile./ %#er#ie, screen in the tree*ie DialogStructure on the le#t si"e select Modifia"le Fields choose 4e, Entries an" enter the #olloing"ata(

) SAP AG Page




Attrib.

E%CA#&REA%1

+RCE%%R

RE%+1%I2#E

I. Choose Sa#e (Ctrl3S1)

#.5 Create 6unction Pro+ile

&seo& can &se this MG acti*it$ to assem,le the #&nctions that $o& ant to pro*i"e #or $o&r #&nctionpro#ile. All case t$pes to hich $o& then assign this #&nction pro#ile pro*i"e the correspon"ing#&nctions an" "ispla$ the rele*ant case components.

Proce!ure


Transaction Co!e SM# &sing C&stomi9ing ,@ect SCMGCJ:3+CP?:

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Function Profile *Customer&Specific Functions * Create Function Profile

2. n the Change +ie, -Function Profile./ %#er#ie, screen select the ro ith the FunctionProfile( N:+DSP.

7. n the Change +ie, -Function Profile./ %#er#ie, screen in the tree*ie Dialog Structure onthe le#t si"e "o&,le-clic' !llo,ed functions.

8. n the Change +ie, -!llo,ed functions %#er#ie, screen choose 4e, Entries an" enter the

#olloing "ata(9un!tion 2utton%eq %eq Assi$ned 4enu

CA%E&#G&%:2 (

9I1&ADD&1E&DI%+&#I1E&I'E4 (; /

9I1&C1'AC' )(

9I1&C1'AC'&C0A1GE&#CA# )( 9I1&C1'AC'

9I1&C1'AC'&GE' )( 9I1&C1'AC'

9I1&C1'AC'&#I%' )( 9I1&C1'AC'

9I1&CRR&CREA'E ))

9I1&E/C&'RIGGER )5 9I1&'RIGGER

9I1&%0&'RIGGER )5 9I1&'RIGGER

9I1&'RIGGER )5

+RI1' (,

RE9RE%0 ( /

RE%I (3 /

) SAP AG Page




%A=E (5

%'A':%&ACCE+' (

%'A':%&RE+E1 (6

%'A':%&=ID (7 /

%:2C4+1E1'&1'E% (5 /

%:2C4+1E1'&RECRD ()

'GG#E&DI%+#A*&C0A1GE ()

5. Choose Sa#e.

#.7 Create Tet Pro+ile

&sen this MG acti*it$ $o& create a tet pro#ile. n the tet pro#ile $o& "e#ine hich tet Ds $o& ant

to &se #or $o&r case notes.

Proce!ure


Transaction Co!e SM# &sing C&stomi9ing ,@ect SCMGCJ/E/P?:

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Text Profile * Create TextProfile

2. n the Change +ie, -Text Schema./ %#er#ie, screen select the ro ith Text Profile set toN:+DSP.

7. n the Change +ie, -Text Schema./ %#er#ie, screen in the tree*ie Dialog Structure onthe le#t si"e "o&,le-clic' Text 7Ds.

8. n the Change +ie, -Text 7Ds./ %#er#ie, screen choose 4e, Entries an" enter the #olloing"ata(

ID Des!ription %equen!e Invisible Externally

((() (()

(((5 ((5 /

(((, ((

((( ((,

9(() ((3

9((5 ((6

5. Choose Sa#e

) SAP AG Page




#.8 Create Status Pro+ile

&sen this MG acti*it$ $o& can create a stat&s pro#ile. A stat&s pro#ile contains m&ltiple stat&s *al&esthat can ,e assigne" to a case. Stat&s is an attri,&te that the &ser can set #or each case.

Proce!ure


Transaction Co!e SM# &sing C&stomi9ing ,@ect SCMGCJS/A/P?:

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Status Management *Create Status Profile

2. n screen Change +ie, -Status Profile./ %#er#ie, select the ro ith Stat1 Prof1 set toN:+DSP.

7. n screen Change +ie, -Status Profile./ %#er#ie, in the tree*ie Dialog Structure on thele#t si"e "o&,le-clic' Status +alues.

8. n screen Change +ie, -Status +alues./ %#er#ie, choose 4e, Entries an" enter the#olloing "ata(

%tatus %tatus Des!ription %ystem%tatus

0i$est%tatus

Event

)( 1ew (() )( CREA'ED

5( In +ro!ess ((5 3( I1+RCE%%

,( 2usiness Complete ((5 5( I1+RCE%%

( 1ot @ustiied - Car$e ba!" ((5 ,( I1+RCE%%

3( Closed (( ( C4+#E'ED

6( Conirmed ((7 3(

;; =oided ((; 5(

5. Choose Sa#e (Ctrl3S)

#.9 De+ine an! Con+igure 'ctions

&sen this MG acti*it$ $o& "e#ine the case t$pes #or SAP Disp&te Management. /he case t$pe is thecentral propert$ o# a "isp&te case. t gro&ps the *ario&s C&stomi9ing settings #or eampleattri,&te pro#ile an" stat&s pro#ile. !hen $o& create a case $o& #irst ha*e to speci#$ a case t$pe.

Proce!ure


Transaction Co!e SPP6C'DM

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Correspondence * Define

) SAP AG Page




and Configure !ctions

2. n the Display +ie, -PPF/ !pplications in Customi8ing./ %#er#ie, screen choose Display &'Change (Ctrl3F9).

7. n the Change +ie, -PPF/ !pplications in Customi8ing./ %#er#ie, screen choose 4e,

Entries.8. Enter the #olloing "ata(

'ppl. :+JDM

Description SAP Disp&te Management :-A?

Date Pro+ile

,*. Type

5. Choose Sa#e (Ctrl3S).

6. Select the ro ith the !ppl1 *al&e @&st entere" :+JDM.

F. n screen area Customi8ing and Configuration choose Define !ction Profile and !ctions.

I. n the Change +ie, .!ction Profile./ %#er#ie, screen choose 4e, Entries an" enter the#olloing "ata(

'ction Pro+ile. Description

:+JDM SAP Disp&te Management( Correspon"ence :-A?

NJ:+JDM Con#ig&ra,le Disp&te Management( Corresp :-A?

. Choose Sa#e (Ctrl3S).

10. Select the ro ith !ction Profile *al&e o# NJ:+JDM an" "o&,le-clic' on #ol"er !ctionDefinition.

11. Choose 4e, Entries an" Enter the #olloing "ata(

'ction De+inition Description

NJ:+JDMJE+DJ+/:CA/+JA Correspon"ence( Disp&te Case !as Close"

NJ:+JDMJESCA;A/+JA nternal Correspon"ence( Disp&te Case !asEscalate"

NJ:+JDMJ+:?E>3ES/JM Correspon"ence( >&er$ to C&stomer

NJ:+JDMJ+:JM Correspon"ence( Sen" n#ormation to C&stomer

NJ:+JDMJS/A?/J+/:CA/+JA Correspon"ence( Disp&te Case !as Create"

12. Choose Sa#e (Ctrl3S).

#.10 De+ine Case Types

&sen this MG acti*it$ $o& "e#ine the case t$pes #or SAP Disp&te Management. /he case t$pe is thecentral propert$ o# a "isp&te case. t gro&ps the *ario&s C&stomi9ing settings #or eampleattri,&te pro#ile an" stat&s pro#ile. !hen $o& create a case $o& #irst ha*e to speci#$ a case t$pe.

) SAP AG Page




Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect SCMGJC/PEJPP:IM) Menu Financial Supply Chain Management * Dispute Management

* Dispute Case Processing * Case Types * Define CaseTypes

2. n the Change +ie, -Case Type Maintenance./ %#er#ie, screen choose 4e, Entries.


Case Type ND:M

4ame 3ser-Changea,le Disp&te Case

%MS ID 3DMJDSP3/E

Case %ec. Mo!el 3sing :8 help select the mo"el ith tet NJDSP3/EJMDE; ascreate" in chapter Create a Case Record Model

(lemt Type ID;Case<

3DMJSPSJCASE

(lement TypeID;%ec<

NJ3DMJSPSJCASEJ?EC?D

(lmt Type ID:4otes

3DMJSPSJCASEJ+/ES

'ttri*.Pro+ile N:+DSP

6unct. Pro+ile N:+DSP

Status Pro+ile N:+DSP

Tet Pro+ile N:+DSP

Terminology

'ction Pro+ile NJ:+JDM

Process :JDM

Int.4o.%ange 01

8. Choose Sa#e.

#.11 Create -alues +or 'ttri*ute =Category=

&se3se this MG acti*it$ to create permitte" *al&es #or the attri,&te Categor$.

) SAP AG Page




Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect SCMGJA//?CA/EGIM) Menu Financial Supply Chain Management * Dispute Management

* Dispute Case Processing * Case Types * Create+alues for !ttri"ute :Category:

2. n the Change +ie, -+ie,/ Category./ %#er#ie, screen choose 4e, Entries.


Case Type Category Tet

>6DM 0001 Pricing4%illing

>6DM 0002 Shipping

>6DM 0007 Pro"&ct-relate">6DM 0008 ?et&rne" Goo"s

>6DM 0005 Miscellaneo&s

8. Choose Sa#e.

#.12 Create -alues +or 'ttri*ute =%eason=

&se3se this MG acti*it$ to create permitte" *al&es #or the attri,&te ?eason.

Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect SCMGJA//??EAS+

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Case Types * Create+alues for !ttri"ute :Reason:

2. n the Change +ie, -Case/ Reasons./ %#er#ie, screen choose 4e, Entries.



>6DM 0000 3n'non

>6DM 0001 ;ate Deli*er$

>6DM 0002 Shortage 4 :reight Claims

>6DM 0007 Pa$ment Pro,lems

) SAP AG Page




>6DM 0008 ?et&rns

>6DM 0005 /ra"e Promotion

>6DM 0006 Damage" Goo"s

>6DM 000F Pricing iss&e

8. Choose Sa#e.

#.1# Create -alues +or 'ttri*ute =%oot Cause Co!e=

&sen this MG acti*it$ $o& "e#ine $o&r correspon"ence processes. Since the Post Processing:rameor' is &se" to process correspon"ence its C&stomi9ing is also &se" to "e#ine theprocesses. /here#ore in this MG acti*it$ the correspon"ence t$pes are represente" ,$ actionsthat are gro&pe" in an action pro#ile. /he action pro#ile is assigne" to a case t$pe.

Proce!ure


Transaction Co!e SPP6C'DM

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Case Types * Create +aluesfor !ttri"ute :Root Cause Code:

2. n the Determine 5or6 !rea/ Entry screen enter ?9D4 an" choose Continue.

7. n the Change +ie, -Case/ Root Cause Code./ %#er#ie, screen choose 4e, Entries.



>6DM 0001 Carrier Error

>6DM 0002 Shipping Department Error

>6DM 0007 Data Maintenance Error

>6DM 0008 C&stomer Error

>6DM 0005 C&stomer Ser*ice Error

>6DM 0006 Sales Department Error

>6DM 000F ED Error

>6DM 000I Pro"&ct >&alit$ Error

5. Choose Sa#e.

) SAP AG Page




#.1 De+ine Derivation o+ (lement Types

&se/he integration to acco&nting a""s a&tomatic lin's to SAP ,&siness o,@ects to the "isp&te case in"i##erent processes.

Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect 3DMJSPSJADM+

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Process 7ntegration *Define Deri#ation of Element Types

2. n the Change +ie, -Determination of Element Type./ %#er#ie, screen choose 4e,Entries.


bB. 'ype #o$.%ystem Element 'ypeID

28+9 Enter te lo$i!al system o our !lient :D4&%+%&28+9

2%EG Enter te lo$i!al system o our !lient :D4&%+%&2%EG

81A) Enter te lo$i!al system o our !lient :D4&%+%&81A)

%CA%E Enter te lo$i!al system o our !lient :D4&%+%&%CA%E

=2R8 Enter te lo$i!al system o our !lient :D4&%+%&=2R8

8. Choose Sa#e.

#.13 De+ine 'utomatic Status Changes

&seo& onl$ ha*e to eec&te this MG acti*it$ i# $o& &se Acco&nts ?ecei*a,le Acco&nting :-A?.

Here #or each case t$pe $o& "e#ine stat&ses that are set in the "isp&te case ,$ the processintegration i# the "isp&te case is a&tomaticall$ close" a&tomaticall$ ritten o## or a&tomaticall$reopene".

Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect 3DMJA3/JS/A/3S

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Process 7ntegration *Define !utomatic Status Changes

2. n the Change +ie, -Status Set !utomatically for Dispute Cases./ %#er#ie, screen choose4e, Entries.

) SAP AG Page





'yp Automati!Reopen

Autom. ritten

Automati! Close

?9D4 5( 3( 3(

8. Choose Sa#e.

#.15 De+ine Tet ID +or 4otes

&sen this MG acti*it$ $o& "e#ine hich tet D is to ,e &se" #or the note hen "isp&te case arecreate" #rom acco&nting or #rom SAP %iller Direct or hen notes #rom SAP %iller Direct area""e" to an eisting "isp&te case.

Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect 3DMJA3/J/E/D

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Process 7ntegration *Define Text 7D for 4otes

2. n the Change +ie, -Text 7D ;sed to 7nclude 4otes./ %#er#ie, screen choose 4e, Entries.


'yp ri$in Create Add

?9D4 A!!ountin$ ((() (((5

?9D4 2illier dire!t 9(() 9((5

8. Choose Sa#e.

#.17 De+ine De+ault -alues +or Creation o+ Dispute Cases

&se

n this section $o& can con#ig&re "e#a&lt *al&es #or the attri,&tes on the "ialog screen #or creatinga "isp&te case in :inancial Acco&nting processes. n a""ition ,asic *al&es #or creating a "isp&tecase case t$pe an" categor$ that are not rea"$ #or inp&t on the "ialog screen are "eri*e".

Proce!ure


Transaction Co!e 6DM?C&ST01

) SAP AG Page




IM) Menu Financial !ccounting * !ccounts Recei#a"le and !ccountsPaya"le * S!P Financial Supply Chain Management *Process 7ntegration ,ith !ccounts Recei#a"le !ccounting *Define Default +alues for Creation of Dispute Cases

2. n the Change +ie, -Company Code./ %#er#ie, screen select the ro ith Company Code

%P01 an" select ;ser&Changea"le Dispute Case #or #iel" Case Type.

7. Choose Details.

8. n the Change +ie, -Company Code./ Details screen enter the #olloing "ata(

6iel! -alue

Category Miscellaneo&s

%eason 3n'non

Priority Me"i&m

1st Priority SD Doc&ment n*oice

2n! Priority Pa$ment ?e#erence n*oice

#r! Priority ?e#erence e$ 1 Disp&te" tem

5. Choose Sa#e.

#.18 'ctivate Process Integration +or S'P DisputeManagement

&sen this MG acti*it$ $o& acti*ate the connection o# SAP Disp&te Management to $o&r Acco&nts?ecei*a,le an" Acco&nts Pa$a,le.

Proce!ure


Transaction Co!e 6DM?C&ST00

IM) Menu Financial !ccounting * !ccounts Recei#a"le and !ccountsPaya"le * S!P Financial Supply Chain Management *Process 7ntegration ,ith !ccounts Recei#a"le !ccounting *

!cti#ate Process 7ntegration for S!P Dispute Management

2. n the Change +ie, -<TE !pplication 7ndicator./ %#er#ie, screen choose 4e, Entries.


Appl. A 'ext

9I-D4 / 9%C4 Dispute 4ana$ement

8. Choose Sa#e.

) SAP AG Page




#.19 Create (lement Type +or Case %ecor!

&se/his con#ig&ration is "one in the ?egistr$. /he ?egistr$ stores "e#initions o# all the components o#the Disp&te Case an" pro*i"es technical in#ormation to programs as cases are create" an"

change". /his registr$ can ,e maintaine" ith transaction SRMRE"EDIT.

Proce!ure


IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Create RMS 7D

2. n the !rea 7D screen select SJA?EAJCMG. All c&stomi9ing entries #or Disp&te Management are locate" in the Application ?egistr$ inarea SJA?EAJCMG.

/he stan"ar" "eli*er$ contains the element t$pe ;DM=SPS= C!SE=REC%RD. Do not &sethis element t$peO create $o&r on element t$pe #or case recor"s. /he element t$pe;DM=SPS=C!SE=REC%RD is onl$ an eample. SAP reser*es the right to ma'e non-compati,le changes to the element t$pe ;DM=SPS=C!SE=REC%RD. !hen $o& create$o&r on element t$pe #or case recor"s $o& can &se the element t$pe;DM=SPS=C!SE=REC%RD as a cop$ template.

7. +a*igate to no"e Ser#ice Pro#ider for Case Records - SCMGJSPJCASEJ?EC?D an"epan" that no"e. ?ight-clic' on the Element /$pe 3DMJSPSJCASEJ?EC?D an" selectCop$ #rom the contet men&.

8. n the Copy Element Type screen enter the #olloing "ata(

Element /$pe D Short Description

NJ3DMJSPSJCASEJ?EC?D Case ?ecor"

5. n the Copy Element Type screen choose Sa#e (Ctrl3S). Sa*e the o,@ect as a local o,@ect.

6. Do&,le clic' on the ne no"e.

F. n the Element Type screen go to ta, page Connection Parameter +alues and select Display Change (Shift3F9)

I. n the Element Type screen on ta, page Connection Parameter +alues select the line ithParameter D M%DE=7D an" choose Change.

. :rom the pop-&p in"o select the ?MSJD 3DMJDSP3/E.

10. n the Change Parameter +alue screen &se the :8 help to one or more recor"s mo"els that

$o& ant to &se in this case recor". Select the recor" mo"el NJDSP3/EJMDE; create"in chapter Create a Case Record Model .

11. Select Sa#e (Ctrl3S).

#.20 Create (lement Type +or Case Search

&sen this MG acti*it$ $o& "e#ine the element t$pe #or the case search.

) SAP AG Page




Proce!ure


Transaction Co!e S%M%()(DITCIM) Menu Financial Supply Chain Management * Dispute Management

* Dispute Case Processing * Case Search * CreateElement Type for Case Search

2. n the !rea 7D "ialog ,o choose !rea 7D %&AREA&C4G an" choose Copy .

7. ;ocate the element t$pe 3DMJSPSJCASEJ;CA/? ?egistr$ Path( Application ?egistr$ SJA?EAJCMG 3DMJSPJCASEJ;CA/? 3DMJSPSJCASEJ;CA/?.

8. ?ight-clic' on the 3DMJSPSJCASEJ;CA/? entr$ an" select Cop$.

5. n the Copy Element Type "ialog ,o assign the #olloing name an" "escription(

(lement Type ID Short Description

NJ3DMJSPSJCASEJ;CA/? :in" !SD Disp&te Case

6. n the Copy Element Type screen choose Sa#e (Ctrl3S). Sa*e the o,@ect either as a localo,@ect or &se a or',ench re&est.

#.21 Create (lement Type +or Case My Search

&sen this MG acti*it$ $o& "e#ine the element t$pe #or $o&r case search.

Proce!ure1. Access the acti*it$ as #ollos(

Transaction Co!e S%M%()(DITC

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Case Search * CreateElement Type for Case Search

2. n the !rea 7D "ialog ,o choose !rea 7D %&AREA&C4G an" choose Copy .

7. n the Registry/ Customi8ing Mode screen &n"er the top no"e S=!RE!=CM> epan" thes&,hea"ing ;DM=SP=C!SE=%C!T%R .

8. Select the element create" in the pre*io&s acti*it$ Create Element Type for Case Search.5. :rom the contet men& choose the #&nction Copy .

6. n the Copy Element Type "ialog ,o assign the #olloing name an" "escription(

(lement Type ID Short Description

NJ3DMJSPSJMJCASES M$ !SD Disp&te Cases

) SAP AG Page




F. n the Copy Element Type screen choose Sa#e (Ctrl3S). Sa*e the o,@ect either as a localo,@ect or &se a or',ench re&est.

#.22 (nter 'ction Pro+ile in Case Type&sen this MG acti*it$ $o& "e#ine the case t$pes #or S!P Dispute Management . /he case t$pe is thecentral propert$ o# a "isp&te case. t gro&ps the *ario&s C&stomi9ing settings #or eampleattri,&te pro#ile an" stat&s pro#ile. !hen $o& create a case $o& #irst ha*e to speci#$ a case t$pe.

Proce!ure


Transaction Co!e SM#0 &sing C&stomi9ing ,@ect SCMGJC/PEJPP:

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Case Types * Define CaseTypes

2. n the Change +ie, -Case Type Maintenance./ %#er#ie, screen choose 4e, Entries.


Case'ype

1ame Case Re!ord 4odel ID Att+r. 9!t.+r

ZFDM se#$%&a'(ea)le

Dispute %ase

SRM_M!D*2A+A,-%F/0/21/AA+3E0311,2-*,

ZFINDISP ZFINDISP

%tat.+roile

'ext+roile

R4% ID Element 'ypeID Case

Element 'ype IDRe!ord

ZFINDISP ZFINDISP DM_DISPTE DM_SPS_%ASE E'te# t&e eleme'tc#eated i' acti4it5

%#eate Eleme't T5pe 6o#%ase Reco#d

Element 'ype ID

1otes

Int.1o.Ran$

e

+ro!ess A!tion +roile

DM_SPS_%ASE_N!TES *1 F_DM E'te# t&e actio'

p#o6ile Z_FIN_DM

c#eated i' acti4it5

De6i'e a'd %o'6i(u#eActio's

8. Choose Sa#e.

) SAP AG Page




#.2# 'utomatic Write@,++ o+ Dispute Cases

&se

!hen "isp&te cases are ritten o## a&tomaticall$ the rele*ant enhancement "e#ines the acco&ntassignment o# the o##setting posting. SAP pro*i"es a "e#a&lt implementation #or this hich &sesthe settings to ,e ma"e here to "etermine the G4; acco&nt an" the cost center.

Proce!ure


Transaction Co!e %4, &sing C&stomi9ing ,@ect CJ/:DMJ!?/E::

IM) Menu Financial !ccounting * !ccounts Recei#a"le and !ccountsPaya"le * S!P Financial Supply Chain Management *

S!P Dispute Management Process 7ntegration * !utomatic5rite&off of Dispute Cases * Edit Settings

2. n the Display +ie, -Settings for 5riting %ff Dispute Cases./ %#er#ie, screen select thero ith Company Code %P01.

7. n the Display +ie, -Settings for 5riting %ff Dispute Cases./ %#er#ie, screen in the tree*ie Dialog Structure on the le#t si"e "o&,le-clic' >eneral edger !ccounting .

8. n the Change +ie, ->eneral edger !ccounting./ %#er#ie, screen choose 4e, Entriesan" Enter the #olloing "ata(

Case Type %eason )AB 'ccount

3ser-Changea,le Disp&te Case 0000 F8F500

3ser-Changea,le Disp&te Case 0001 682003ser-Changea,le Disp&te Case 0002 68200





3ser-Changea,le Disp&te Case 000F F8F500

5. n the Display +ie, -Settings for 5riting %ff Dispute Cases./ %#er#ie, screen in the

tree*ie Dialog Structure on the le#t si"e "o&,le-clic' Cost Center .6. n the Change +ie, -Cost Center./ %#er#ie, screen choose 4e, Entries an" set Cost

Center to )6(5.

F. Choose Sa#e.

) SAP AG Page




#.2 De+ine tet type +rom iller Direct

&sen this MG acti*it$ $o& create a tet pro#ile. n the tet pro#ile $o& "e#ine hich tet Ds $o& antto &se #or $o&r case notes.

Proce!ure


Transaction Co!e %4, &sing C&stomi9ing ,@ect SCMGCJ/E/P?:

IM) Menu Financial Supply Chain Management * Dispute Management * Dispute Case Processing * Text Profile * Create TextProfile

2. n the Change +ie, -Text Schema./ %#er#ie, screen select the ro ith Text Profile set to

N:+DSP.7. n the Display +ie, -Settings for 5riting %ff Dispute Cases./ %#er#ie, screen in the

tree*ie Dialog Structure on the le#t si"e "o&,le-clic' Text 7Ds.

8. ;ocate the ro ith 7D set to 9(().

5. Enter Se?uence *al&e (((.

6. Choose Sa#e.

#.23 'ssign Case Types +or Dispute Cases +rom S'Piller Direct

&sen this MG acti*it$ $o& "e#ine hich case t$pe the s$stem is to &se #or "isp&te cases create" inthe component SAP %iller Direct. o& can select the same case t$pe that $o& &se #or "isp&tecases create" #rom Acco&nts ?ecei*a,le or Disp&te Case Processing.

Proce!ure


Transaction Co!e 9D4&C:%'(6

IM) Menu Financial !ccounting * !ccounts Recei#a"le and !ccountsPaya"le * S!P Financial Supply Chain Management *

S!P Dispute Management Process 7ntegration * 7ntegration,ith S!P <iller Direct * !ssign Case Types for DisputeCases from S!P <iller Direct

2. n the Change +ie, -Default +alues for Company Code./ %#er#ie, screen select the roith Company Code set to %P01.

7. Choose Details.

8. n the Change +ie, -Default +alues for Company Code./ Details screen enter the #olloing"ata(

) SAP AG Page




Case Type Category %eason Priority

3ser-Changea,le Disp&te Case 0

5. Choose Sa#e.

#.25 De+ine %easons +or S'P iller Direct

&sen this MG acti*it$ $o& "e#ine hich "isp&te case reasons &sers o# SAP %iller Direct sho&l" ha*eaccess to an" the names #or the reasons in SAP %iller Direct.

o& &se this acti*it$ partic&larl$ hen $o& onl$ ant to &se some o# the reasons that $o& ha*e"e#ine" in the s$stem #or Disp&te Case Processing internall$ itho&t ma'ing them *isi,le #or $o&r ,&siness partners in SAP %iller Direct.

Proce!ure


Transaction Co!e 9D4&C:%'(

IM) Menu Financial Supply !ccounting * !ccounts Recei#a"le and !ccounts Paya"le * S!P Financial Supply ChainManagement * S!P Dispute Management Process7ntegration * 7ntegration ,ith S!P <iller Direct * DefineReasons for S!P <iller Direct

2. n "ialog ,o Select Case Type enter :ser-Can$eable Dispute Case an" choose

Continue.

7. n the Change +ie, -Dispute Case Reasons for <iller Direct./ %#er#ie, screen choose 4e, Entries.

8. n the 4e, Entries/ %#er#ie, of !dded Entries screen enter the #olloing "ata(

%eason Permit Selection Description o+ %eason

;ate Deli*er$

Shortage 4 :reight Claims

?et&rns

Damage" Goo"s Pro"&ct >&alit$

Pricing iss&e

5. Choose Sa#e.

#.27 Clearing Proce!ures in 'ccounting Con+iguration

&se

/he p&rpose o# this acti*it$ is to maintain the "oc&ment t$pes #or trans#er posting.

) SAP AG Page




Proce!ure


Transaction Co!e ,

2. n the Maintain !ccounting Configuration/ Clearing Procedures & ist screen "o&,le-clic' theline ith clearing proce"&re K3M%3CH+GL.

7. n the Maintain !ccounting Configuration/ Clearing Procedures @ Data Screen enter the#olloing "ata.

6iel! -alue

Doc&ment /$pe A4? A2

Doc&ment /$pe A4P A2

Doc&ment /$pe G4; A2

8. Choose Sa#e (Ctrl3S.

5. Choose <ac6 (FA).

w21: dispute management

Documents