Creation of Quality Notifications in SAP ERP

You can use this function to create a quality notification in SAP ERP from a complaint item. The goal is to initiate corrective actions to improve the quality of a product.

You can use quality notifications in SAP ERP for internal processes, such as stopping outbound deliveries, or for external processes, such as informing vendors that goods should be returned or triggering vendor checks.

Integration

This function is called from a complaint header or complaint item and is integrated with SAP ERP.

Prerequisites

You have entered the data for the partner(s), the product, and the organizational units in both components with the same content.

Note Note

For more information about mapping SAP CRM data to ERP data, see the documentation for function module CRM_COMPL_QM_NOTIF_CREATE, which can be found in Customizing for SAP CRM under BAdI: Mapping of CRM Data to ERP Quality Notification.

End of the note.

You have completed the following steps in Customizing:

SAP CRM

You have defined at least one action profile and an action, which you have also assigned to the profile.

Creation of quality notifications is triggered by an action. The standard system includes the following combinations of action profiles and actions for complaints:

Technical Name of Action Profile	Action Profile Description	Technical Name of Action	Action Description	Methods
COMPLAINT_ITEM	SAP standard customer complaint item	QUALITY NOTIFICATION	ERP Quality Notification	QM_NOTIFICATION

Define actions and action profiles in Customizing for SAP Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions End of the navigation path .Then define the schedule condition and start condition for each action definition by choosing Define Conditions.

In the action definition, container element NOTIF_TYPE must be used with ABAP Dictionary Data Type QMART for method QM_NOTIFICATION. This specifies the notification type that should be used to create the quality notification in SAP ERP.

For more information about container elements, see the documentation for implementation QM_NOTIFICATION for BAdI: Processing Methods (EXEC_METHODCALL_PPF). You can find this BAdI in Customizing for SAP CRM under Start of the navigation path Basic Functions Next navigation step Actions Actions in Transaction Business Add-Ins End of the navigation path .

If possible, use notification type Q1 for customer complaints.

Note Note

In SAP ERP, there are various notification types: Q1 for customer complaints, Q2 for vendor complaints, and Q3 for internal problem messages. Depending on the notification type, different information is important.
The information that is transferred from SAP CRM to SAP ERP is described in detail in the documentation for function module Creating Quality Notifications (CRM_COMPL_QM_NOTIF_CREATE). To access this documentation, use transaction SE37.

End of the note.

You have tailored the Business Add-In BAdI: Mapping of CRM Data to ERP Quality Notification according to your needs.
You can find this BAdI in Customizing for SAP Customer Relationship Management under Transactions Settings for Complaints Integration BAdI: Mapping of CRM Data to ERP Quality Notification .

SAP ERP

After you have made the necessary settings in SAP CRM under BAdI: Mapping of CRM Data to ERP Quality Notification, you must make the same settings in the BAdI of the same name in SAP ERP.
To do so, choose Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Logistics Integration Business Add-Ins for Logistics Integration BAdI: Mapping of CRM Data to ERP Quality Notification .
To be able to use the action box to set the CRM complaint in SAP ERP to Completed, you must complete the following activity in Customizing: Quality Management Quality Notifications Notification Processing Additional Notification Functions Define Action Box . Enter the following values:
- In section Control data in field Documentation As task
- In section Function in field Function module CRM_QM_NOTIF_TASK_COMPL_STEP1
- In section Specific details for task in field FM when saving function module CRM_QM_NOTIF_TASK_COMPL_STEP2

Features

When you choose QM Notification in a complaint item, the system creates a quality notification in SAP ERP.
The quality notification in SAP ERP is visible in the transaction history, and you can use this link to navigate to the quality notification directly.
In SAP ERP, the SAP CRM complaint is visible in the document flow of the quality notification.
If you have completed the necessary Customizing activities in SAP ERP, after the quality notification is processed, you can select an activity such as Close CRM Complaint from the action box in SAP ERP. SAP ERP then sets the status of the complaint in SAP CRM to Completed.