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Procedure documentationConfiguring Dispute Management Integration Locate this document in the navigation structure

 

Dispute management enables you to manage dispute cases in claims-related processes in SAP CRM.

You can use dispute management with trade promotion management (TPM) in the deduction claim business process. For example, a dispute case is created based on a discrepancy between the amount the manufacturer invoices the retailer and the amount the retailer actually pays. The retailer pays less (deducts a sum of money from the full payment). This is because the manufacturer owes the retailer an agreed amount of money for executing a promotional activity.

Prerequisites

  • You have installed SAP ERP 6.0 Enhancement Package (EhP)2 for claims management integration with dispute management and Financial Accounting — Accounts Receivable Accounting (FI-AR).

    For more information on installing SAP ERP 6.0 EhP2, see SAP Notes 1052470, 1052522, and 1045303

  • In your FI-AR system, you have installed Support Package 1 of SAP ERP 6.0 EhP2 or implemented SAP Note 1069410.

  • You have dispute management and FI-AR installed either in the same system or in two separate systems.

  • If you have not configured dispute management yet, you need to:

    • Complete all of the settings below in SAP ERP

    • Copy the dispute management Customizing from client 000 to your customer client in the system in which you run dispute management

  • If you have already configured dispute management and you now want to adapt it for the trade promotion management business scenario, you need to:

    • Activate the business functions detailed below

    • Modify your existing configuration

  • To connect your SAP ERP system(s) on which you are running dispute management and FI-AR with SAP CRM, you have configured the following on the SAP Easy Access screen:

    • SAP CRM

      • In Middleware Object Navigator (transaction CMWMON), you have defined the CRM Middleware subscription.

        For more information, see SAP Library.

      • In Administration Console: Object Navigator (transaction SMOEAC), you have assigned the publication All Business Transactions (MESG) to the subscription you defined previously.

        For more information, see SAP Note 504735.

      • In Customizing for Customer Relationship Management under   Claims Management   Select FSCM Dispute Management System  , you have assigned a remote function call (RFC) destination to the dispute management system.

    • SAP ERP

      In Maintain Table Views (transaction sm30), you have assigned an RFC destination to SAP CRM in the table Definitions for RFC Connections (CRMRFCPAR).

For more information, see the Procedure section below.

Procedure

Settings in Dispute Management

  1. Activate the business function FIN_FSCM_CCD.

    You do this in the transaction Switch Framework: Change Business Function Status (SFW5).

  2. Activate the settings that are specific to integration with claims management available through the Business Configuration (BC) set UDM_CUST_CCM.

    Note Note

    You can activate a BC set only if there are no production clients in the system. When you activate a BC set, all the data in the BC set is transferred into the corresponding original Customizing tables. Any existing entries in the original tables are overwritten.

    End of the note.

    To activate the BC set:

    1. Choose Existing BC Sets from the toolbar in the Implementation Guide (IMG).

      This identifies all the IMG activities for which a BC set exists.

    2. Select the relevant IMG activity (any one from the list below) and choose BC Sets for Activity to display the contents of the BC set.

    3. Select the BC set UDM_CUST_CCM and choose   Goto   Activation Transaction  .

    For more information on activating BC sets, see the SAP Library for the SAP Web Application Server under   Customizing   Business Configuration Set  .

    The BC set relevant to all the settings below adds the required entries to the Customizing for Financial Supply Chain Management under   Dispute Management   Dispute Case Processing  :

    •   Status Management   Create Status Profile  

    •   Case Types  :

      • Create Values for Attribute “Category”

      • Create Values for Attribute "Reason"

      • Define Case Types

    •   Attribute Profile   Attribute Values   Assign Escalation Reasons to an Attribute Profile  

    •   Process Integration  :

      • Define Automatic Status Changes

      • Define Derivation of Element Types

      • Define Text ID for Notes

    •   Integration with Other Applications  :

      • Define Transfer of Dispute Cases

      • Define the Effect of Events on Dispute Cases

    After activating the BC set, the case type F_D3 is available in the system. Case type F_D3 is configured specifically for integration with claims management.

  3. Assign a logical system to an element type ID in Customizing for Financial Supply Chain Management under   Dispute Management   Dispute Case Processing   Element Types and Case Record Model   Assign Logical System to Element Types for SAP Business Objects  .

    1. Enter the element type that represents the Business Object Repository (BOR) type BUS2000310.

      (In the standard delivery Customizing, this is element type UDM_SPS_CCM.)

    2. Assign the claims management logical system.

    3. Repeat this procedure for the element type that represents the BOR object type BUS2000312.

      (In the standard delivery Customizing, this is element type UDM_SPS_CPP.)

  4. Define the element type determination in Customizing for Financial Supply Chain Management under   Dispute Management   Dispute Case Processing   Process Integration   Define Derivation of Element Types  .

    1. Enter the object type BUS2000310.

    2. Assign the claims management logical system.

    3. Assign the element type that represents the BOR object type BUS2000310.

      (In the standard delivery Customizing, this is element type UDM_SPS_CCM.)

    4. Repeat this procedure for the element type that represents the BOR object type BUS2000312.

      (In the standard delivery Customizing, this is element type UDM_SPS_CPP.)

  5. Optional: If your dispute management and FI-AR run on different systems, complete all the settings in Customizing for Financial Supply Chain Management under   Dispute Management   Dispute Case Processing   ALE Business Process  .

Note Note

If you want to further customize dispute management for your specific requirements, you can do so in Customizing for Financial Supply Chain Management under   Dispute Management   Dispute Case Processing  . For more information, see SAP Dispute Management for FI-AR (FIN-FSCM-DM) in SAP Library.

End of the note.
Settings in Financial Accounting — Accounts Receivable (FI-AR)

  1. Activate the business function FIN_FSCM_INTEGRATION.

  2. Check and complete the following settings in Customizing for Financial Supply Chain Management under   Dispute Management   Process Integration with Accounts Receivable Accounting  :

    • Activate Process Integration to SAP Dispute Management

    • Define Default Values for Creation of Dispute Cases

    •   Customer-Disputed Objects in Dispute Cases   Process Settings for Customer-Disputed Objects in Dispute Cases  

    •   Automatic Write-Off of Dispute Cases   Edit Settings   (if you require this process also)

    •   Integration with Claims Management   Assignment of Credit Memos  

      Maintain all mandatory settings under this node.

Note Note

If you want to further customize the dispute management integration with FI-AR, you can do so in Customizing for Financial Supply Chain Management under   Dispute Management   Process Integration with Accounts Receivable Accounting  . For more information, see Process Integration with Accounts Receivable Accounting in SAP Library.

End of the note.

More Information

Claim Submission