Data Exchange for Service Confirmations: SAP CRM - SAP ECC 
The automatic data transfer from SAP Customer Relationship Management (SAP CRM) to SAP ERP Central Component (SAP ECC) that happens with CRM Integration Services triggers subsequent processes. The following table contains an overview:
Confirmed Data | Data Entered in SAP ECC | Components in SAP ECC |
|---|---|---|
Service parts | Goods issue | Materials management – Inventory management |
Costs | Controlling | |
Working hours | Payroll data | Human resources management (using Cross-Application Time Sheet) |
Costs | Controlling (using Cross-Application Time Sheet) | |
Expenses | Costs | Controlling |
Billing of the confirmed services in SAP CRM triggers an automatic accounts receivable posting in the finance component of SAP ECC and a revenue posting in the controlling component of SAP ECC.
Prerequisites
You have made all the necessary configuration settings for the following in SAP Solution Manager:
Service confirmation transaction
Logistics integration (for stock movements)
Cross-application time sheet integration
Controlling integration
The confirmation must also fulfill the following prerequisites in order for data to be transferred to SAP ECC:
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.
After replication from mobile devices to the CRM Server, confirmations have the status Open.
A service representative has checked the confirmation in SAP CRM and set it to Completed.
No distribution locks were set for the document.
Activities
Depending on whether the item is relevant for distribution to SAP ECC (setting in the item category), the system carries out data replication. The system also transfers data to CRM Middleware for distribution to the mobile client.
The distribution status of the confirmation document shows whether data transfer was successful. Errors and warning messages relating to the data transfer are listed in a log.
For more information about document statuses, see Status Management in Business Transactions.
In SAP CRM, you can change documents for which data has already been transferred to SAP ECC. Your changes are then transferred automatically to SAP ECC.
Posting Goods Issue for Service Parts in the Materials Management Component of SAP ECC
The data posted depends on the logistics scenario(s) that you use. The system therefore first determines the logistics scenario defined for the combination of transaction type, item category, service organization, and other relevant information required for the scenario (such as movement type or special stock indicator in SAP ECC).
For more information about the logistics scenarios that are supported, see Logistics Integration in the Material Withdrawal Process.
Logistics Scenario: Service Parts at the Service Employee's Storage Location
From your Customizing settings, the system determines:
The plant and storage location for the service employee
The relevant issue reservation for the service order (if the service confirmation references a service order)
The system posts goods issue with reference to the reservation and the appropriate storage location. If all parts are withdrawn according to the reservation, the system sets the final issue indicator for the reservation. If the order is completed, the entire reservation is set to Completed.
Logistics Scenario: Service Parts in the Service Employee's Consignment Stock
The system determines the customer ID in SAP ECC from the personnel number in SAP CRM, and posts goods issue from the service employee's consignment stock.
Logistics Scenario: Service Parts in Customer Consignment Stock
The system determines the customer ID in SAP ECC from the customer ID in SAP CRM, and posts goods issue from the consignment stock at customer.
Posting Working Time in CATS
Working time is automatically posted to the Cross-Application Time Sheet (CATS) database in SAP ECC.
In the item, there are two ways in which working time data can be entered:
Start of work (Task Type SRVC_ACTUAL) plus duration – this is the standard setting in Customizing
Start of work (Task Type SRVC_ACTUAL) and end of work (Task Type SRVC_ACT_TO)
You schedule a periodic transfer of data from the CATS to the human resources management component in SAP ECC and in the controlling component of SAP ECC (for more information, see Transfer of Time Sheet Data to the Target Components).
Posting Costs to the Controlling Component in SAP ECC
For more information on the posting of actual costs to account assignment objects in SAP ECC, see Controlling Integration. If you have specified valuation types and service types, they are used to determine the rate for internal activity allocation.