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Technical Data

Technical Name of Business Function

FIN_SSC_TIC_1

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 5 for SAP ERP 6.0

Technical Usage

Human Capital Management

Application Component

Travel Management (FI-TV)

Required Business Function

Travel Management 3(FIN_TRAVEL_3)

With this business function you can integrate selected applications of SAP Travel Management in your SAP Shared Services environment. Users can create service requests in these Travel Management applications.

In connection with SAP enhancement package 1 for SAP CRM 7.0, this business function supports the operation of a Travel Interaction Center (TIC) that runs in SAP Customer Relationship Management (SAP CRM) For this, you must have activated business function Multifunctional Shared Service Interaction Center (CRM_SHSVC) in the CRM system.

This business function provides the following business advantages in connection with the Travel Interaction Center:

  • Optimizes your business processes for trips and expenses

  • Improves service quality and the efficient resolution of problems

  • You can perform conventional functions, such as approving trips and further processing by travel administrators, in your shared services environment.

Integration

The service request is available in the following Travel Management applications:

  • Web Dynpro ABAP-based applications

    • Expense report

    • Express expense report

    • Work center for travelers

    • Work center for travel assistants

    • Work center for approving managers

    These applications and their dialog windows contain the Service Request or Create Service Request pushbuttons, which ERP users can use to create or search for service requests.

  • Transactions in SAP GUI

    • Travel Expense Manager (transaction PR05)

    • Travel Manager (transaction TRIP)

    ERP users can create or find service requests using the menu bar of these transactions under Help   Service Request  .

Prerequisites

  • You have installed the following components as of the specified version (or higher):

    Type of Component

    Component

    Only Needed for the Following Functions

    Software Component

    EA-HR 605 and SAP_HR 604

    Software Component

    BBPCRM 701

    Integration with the Travel Interaction Center

    Portal Content

    Business Package for Employee Self-Service 1.41

    If you use SAP NetWeaver Portal.

  • You have activated the Travel Management Extension (EA-TRV) enterprise extension in your back-end system.

  • You have configured the Travel Management (FI-TV) application component.

  • You have activated the Travel Management (FIN_TRAVEL_1) business function in your back-end system.

  • You have activated the Travel Management 2 (FIN_TRAVEL_2) business function in your back-end system.

  • You have activated the Travel Management 3 (FIN_TRAVEL_3) business function in your back-end system.

  • You have activated the Travel Management, Enablement for Shared Services (FIN_SSC_TIC_1) business function (this business function) in your back-end system.

  • You have activated business function Multifunctional Shared Service Interaction Center (CRM_SHSVC) in the CRM system.

    You require this business function for the integration with the Travel Interaction Center. For additional information about this business function, see the SAP Library for SAP CRM on SAP Help Portal under http://help.sap.com/crm   SAP CRM 7.0 for Enhancement Package 1   Application Help   Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0)   Business Functions for SAP Customer Relationship Management   Multifunctional Shared Service Interaction Center  .

  • To create service requests in an ERP system and to search for their own service requests, ERP users require a user in the CRM system with the same name, that is assigned to the occasional user (SSF_OCCUSER) business role.

Features

Manual creation of service requests

In the shared services environment, service requests are used to communicate between different SAP applications and the Shared Services Center in SAP CRM. The Travel Interaction Center is a Shared Services Center in SAP CRM that focuses on processing expense reports and service requests for expense reports.

ERP users can create service requests from within certain applications and transactions in SAP Travel Management that are specifically directed towards the Travel Interaction Center. The ERP system automatically provides the service request with context information for the application. This includes the linked object that allows the service agents in the Travel Interaction Center to call the application with the relevant trip number, the personnel number, and user name from the service request.

In Customizing of the ERP system, you can define which fields of a service request are predefined. For more information, see Customizing for Travel Management under   Integration with the Shared Services Framework  .

Search for service requests

When you create a service request, the system calls the service request interface from SAP CRM in a separate window. In addition to the service request, this also contains a search function for service requests that ERP users can use to search for their own service requests.

Role for supporting service agents in the Travel Interaction Center

In the Travel Interaction Center, service agents can process expense reports and related service requests. To access the applications of Travel Management, service agents must use the same user names in the Travel Management system and have the necessary authorizations. This PFCG role Travel Interaction Center Agent (SAP_FI_TV_TIC_AGENT) is tailored to the requirements of service agents. It authorizes service agents to run the transactions and Web Dynpro ABAP-based applications they require from within the Travel Interaction Center; for example, to display or change an expense report in the Travel Interaction Center.

More Information

For additional information about the Travel Interaction Center, see SAP Library for SAP CRM on SAP Help Portal under http://help.sap.com/crm   SAP CRM 7.0 for Enhancement Package 1   Application Help   SAP Customer Relationship Management   Interaction Center   Interaction Center WebClient   Shared Services Framework   Integration with SAP ERP   Travel Interaction Center  .