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.