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Function documentationData Exchange for Service Orders: SAP CRM - SAP ERP / SAP APO

 

Service order data is transferred via middleware from SAP CRM 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

Creation of a sales order item for delivery processing

SAP ERP logistics

Sales item

Availability check for a product

SAP Advanced Planning & Optimization (APO)

Service item

Sales item

Service part item

Expense item

Posting of costs/revenues

SAP ERP controlling

Prerequisites

The following prerequisites apply for the transfer of sales item data between SAP CRM and SAP ERP logistics components

Customizing of Sales Orders

  • You have ensured that the following Customizing settings are identical in SAP CRM and the sales and distribution component of SAP ERP (this is not checked automatically):

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

    • Item categories

    • Number ranges for external number assignment for sales orders

Service Order Status

  • The service order in SAP CRM contains at least one item.

    Transactions without items are not replicated to SAP ERP.

  • The order does not have errors.

  • No distribution lock has been set for the order.

Features

When you save a service order, data is automatically transferred to integrated SAP ERP.

Exchange of Sales Item Data between SAP CRM and SAP ERP logistics

  • If a service order contains multiple sales items, a single transaction containing these items is replicated to SAP ERP. The sales document created in SAP ERP is primarily used to trigger subsequent logistics processes.

  • You cannot make changes to the sales document (item) in SAP ERP.

  • In SAP CRM, you can change service orders for which data has already been transferred. However, you can only change sales items until items from the order are delivered or partly delivered.

    Changes are transferred automatically to SAP ERP (see Changing Transferred Business Transactions).

  • Depending on your Customizing settings, either you generate an outbound delivery manually in SAP ERP or the system generates it automatically. When you save the goods issue for delivery, the following logistics information is available in the SAP CRM sales item of the service order:

    • Shipping and delivery statuses

    • Quantity delivered

    The Transaction History assignment block contains goods movements from SAP ERP, and you can use hyperlinks to navigate to the corresponding material documents.

Availability Check

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

Controlling Integration

Costs and revenues are posted to SAP ERP controlling.

Amount allocation takes place (see Amount Allocation with SAP ERP Integration).

The Transaction History assignment block contains controlling documents from SAP ERP, and you can use hyperlinks to navigate to these documents.

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