Data Exchange for Service Confirmations: CRM Server - SAP R/3 (SAP Library

Data Exchange for Service Confirmations: CRM Server - SAP R/3

Use

Automatic data transfer from the CRM Server via Structure link CRM Middleware to integrated SAP R/3 Systems triggers subsequent processes in SAP R/3, as shown in the following table:

Confirmed Data	Data Posted in SAP R/3	SAP R/3 Component
Spare parts	Goods issue	SAP R/3 Materials Management - Inventory Management
Spare parts	Costs	SAP R/3 Controlling
Working time	Payroll data	SAP R/3 Human Resources via Cross-Application Time Sheet)
Working time	Costs	SAP R/3 Controlling via Cross-Application Time Sheet)
Expenses	Costs	SAP R/3 Controlling

Billing of confirmed services in SAP CRM triggers automatic posting to accounts receivable in SAP R/3 Financial Accounting and posting of revenue in SAP R/3 Controlling.

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 R/3:

· The document contains at least one item.

Document headers alone are not replicated in SAP R/3.

· The document has been saved without errors.

After replication from mobile devices to the CRM Server, confirmations have the status Open.

· A service representative has checked the confirmation in the CRM system and set it to Completed.

· No distribution lock has been set for the document.

Activities

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1. Depending on whether the item is relevant for distribution to SAP R/3 (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.

2. 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 Structure link Status Management in Business Transactions.

3. In CRM Enterprise, you can change documents for which data has already been transferred to SAP R/3. Your changes are then transferred automatically to SAP R/3.

Posting of Goods Issue for Spare Parts in SAP R/3 Materials Management

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 (for example, movement type or special stock indicator in SAP R/3).

For more information about the supported logistics scenarios, see Structure link Logistics Integration.

Logistics Scenario: Spare 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 a 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: Spare Parts in the Service Employee's Consignment Stock

The system determines the R/3 customer number from the CRM personnel number, and posts a goods issue from the service employee's consignment stock.

Logistics Scenario: Spare Parts in Customer Consignment Stock

The system determines the R/3 customer number from the CRM customer number, and posts a goods issue from the customer consignment stock.

Posting of Working Time in CATS

Working time is automatically posted to the Cross-Application Time Sheet (CATS) database in an integrated SAP R/3 System.

You schedule a periodic transfer of data from the CATS to SAP R/3 Human Resources and SAP R/3 Controlling (for more information, see Transfer of Time Sheet Data to the Target Components).

Posting of Costs in SAP R/3 Controlling

For more information on the posting of actual costs to account assignment objects in SAP R/3, see Structure link Controlling Integration. If you have specified valuation types and service types, the rate for internal activity allocation is determined from these.