Function documentationReporting for FI and CO Service Requests

 

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.

Prerequisites

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:

Features

Service Requests Created from SAP ERP

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:

  • Start of the navigation path Accounting Next navigation step Financial Accounting Next navigation step Shared Services Center Next navigation step Display Service Requests Created in FI End of the navigation path

  • Start of the navigation path Accounting Next navigation step Controlling Next navigation step Shared Services Center Next navigation step Display Service Requests Created in CO End of the navigation path

Note Note

For more information, see the report documentation in the SAP ERP system.

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Service Requests Existing in SAP CRM

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 Start of the navigation path Accounting Next navigation step Financial Accounting Next navigation step Shared Services Center Next navigation step Service Requests in UI of CRM Next navigation step Display My Service Requests End of the navigation path.

  • On the SAP Easy Access screen, choose Start of the navigation path Accounting Next navigation step Controlling Next navigation step Shared Services Center Next navigation step Service Requests in UI of CRM Next navigation step Display My Service Requests End of the navigation path.

  • 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 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.

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