In addition to the general reporting options available in SAP CRM for service requests, there are also reports available in SAP ERP. They enable you to use specific criteria, such as accounting documents, for selecting service requests. They mainly apply to service requests for the Financial
Accounting
(FI
) and the Controlling
(CO
) applications.
In addition to the Interaction Center
, you have set up one or both of the following applications of SAP ERP
:
Financial Accounting
(FI
)
Controlling
(CO
)
You have activated the following business functions:
Multifunctional Shared Service Interaction Center (CRM_SHSVC
) in the SAP CRM system
FI, Enablement for Financial Shared Services (FIN_SSC_AIC_1
) in the SAP ERP system
These reports show service requests created from SAP ERP. You can search, for example, for those service requests created automatically by a particular payment run, and check the current status. You have more selection options available than in the reports mentioned in the section below. You
can open a service request for making an update. You can also make mass changes for the priority and the status of service requests. You can find these reports on the SAP Easy Access
screen as follows:
Note
For more information, see the report documentation in the SAP ERP system.
These reports show all service requests in SAP CRM, whether created in SAP CRM or in SAP ERP. You can search, for example, for those service requests IC agents have created for you, and check the current status. However, some of the information available in the reports above is not displayed here, such as the transaction or error message that triggered a service request. You can find these reports as follows:
On the SAP Easy Access
screen, choose .
On the SAP Easy Access
screen, choose .
If you want to display service requests existing in SAP CRM for applications other than Financial Accounting
and Controlling
, use the report Launch CRM Service Request Search UI
(SSC_LAUNCH_REPORT
).
Note
For more information about these three reports, see the documentation of the report Launch CRM Service Request Search UI
(SSC_LAUNCH_REPORT
) in the SAP ERP system.