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Function documentationData Exchange for Service Orders: CRM Server – SAP ECC / SAP APO Locate this document in the navigation structure

 

Service order data is transferred via CRM Middleware from the CRM Server to integrated SAP systems. For service orders created on mobile devices, confirmation data is replicated to the CRM Server, and can then be transferred to integrated SAP systems.

Data from service orders is transferred to different SAP components depending on the item category of the service order item, as shown in the following table:

Service Order Item Category

Activities in Backend System

Backend Component

Sales item

Availability check for the relevant product

SAP Advanced Planning & Optimization (APO)

Sales item

Creation of sales order item

SAP Enterprise Central Component (SAP ECC) (sales and distribution)

Sales item

Service item

Service part item

Posting of costs/revenues

SAP ECC (controlling)

Billing of services in SAP CRM also triggers posting to accounts receivable and posting of revenue. For more information, see Data Transfer to SAP ERP Accounting.

Prerequisites

Customizing in SAP CRM

  • You have configured the service order as described in Service Orders.

  • You have ensured that the following Customizing settings in SAP CRM and the sales and distribution component of SAP ECC are identical:

    • Transaction type (SAP CRM) and sales document type (SAP ECC)

    • Item categories

    • Number ranges for external number assignment for sales orders

      Note Note

      No automatic checks are made to determine whether your Customizing settings in SAP CRM correspond with those in SAP ECC.

      End of the note.

  • You have customized billing in SAP CRM.

Customizing in Integrated SAP Systems

Controlling (SAP ECC)

  • You have replicated controlling-relevant service characteristics from SAP CRM to the controlling components of SAP ECC.

  • You have determined which controlling type you want to use:

    • Single-object controlling

      An internal order is automatically created for your transaction type/item category for collecting costs.

    • Mass-object controlling

      A profitability segment is automatically created for your transaction type category for collecting costs.

    • No controlling

  • For single-object controlling, you have defined a controlling scenario and assigned it to the transaction type to determine how internal orders are handled.

Availability Check (SAP Advanced Planning & Optimization)

For detailed information on customizing for the availability check, see Set Up Customizing for Availability Check.

Service Order

  • The order contains at least one item.

    Headers alone are not replicated in SAP ECC.

  • The order has been saved without errors.

  • No distribution lock has been set for the order.

Features

  • If a service order contains different sales items, a single transaction containing these items is replicated to SAP ECC, since the document is used primarily to trigger subsequent logistics processes.

  • SAP ECC transfers some logistics information back to the CRM Server, so that you can display the following for a SAP ECC sales order in SAP CRM:

    • Status information (return/substitute delivery is shipped/partially shipped)

    • Document flow (shipping, goods issue/receipt)

    • Quantity delivered

  • You can only make changes to sales items in SAP CRM.

  • In SAP CRM, you can change service orders for which data has already been transferred. Your changes are then transferred automatically to SAP ECC. For more information, see Changing Transferred Business Transactions.

    You can only change sales items until items from the order are delivered or partly delivered.

  • For information about availability checks for sales order items, see Availability Check.

Activities

  1. The system carries out data replication.

  2. The distribution status of the service order shows whether data transfer was successful. Errors and warning messages relating to the data transfer are listed in a log.

    For more information about statuses, see Status Maintenance and Display in Business Transactions.

  3. Depending on your customizing, either you generate an outbound delivery manually in SAP ECC or the system generates it automatically.

  4. You save the goods issue for delivery.

    Costs are posted automatically to the controlling object in SAP ECC.

More Information

  • Further information on the subsequent logistics processes in SAP ECC is available in the SAP Library under   SAP Solutions   SAP ERP Central Component   Logistics   Sales and Distribution (SD)   Sales (SD-SLS)  .

  • Customer note 490932 provides information about the possible causes of errors in data exchange for business transactions, and contains advice on how to correct these errors.