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Function documentationLogistics Integration in the Material Withdrawal Process

 

You use this function if you want to use the integration of the material withdrawal process between SAP Customer Relationship Management (SAP CRM) and SAP Enterprise Resource Planning (SAP ERP).

Prerequisites

  • You are using Inventory Management (MM-IM).

    For more information, see the SAP Library at help.sap.com under Start of the navigation path SAP Solutions Next navigation step SAP ERP Next navigation step SAP ERP Central Component Next navigation step Logistics Next navigation step Materials Management (MM) Next navigation step Inventory Management (MM-IM) Next navigation step Inventory Management and Physical Inventory (MM-IM) End of the navigation path.

  • You have made the necessary settings in Customizing for SAP ERP by choosing:

    • Start of the navigation path Integration with Other SAP Components Next navigation step Customer Relationship Management Next navigation step Settings for Service Processing Next navigation step Logistics Integration Next navigation step Create and Change Logistics Scenario for Material Withdrawal End of the navigation path

    • Start of the navigation path Integration with Other SAP Components Next navigation step Customer Relationship Management Next navigation step Settings for Service Processing Next navigation step Controlling Integration Next navigation step Establish Controlling Type, Controlling Level, and Controlling Scenarios End of the navigation path

    You can access the activities in Customizing for SAP CRM by choosing: Start of the navigation path Transactions Next navigation step Settings for Service Transactions Next navigation step Integration Next navigation step Set Up Time Sheet and Controlling Integration End of the navigation path.

    • You have made the following settings for master data in Customizing:

      • You have created movement type 291 (W).

      • You have created consignment stock for each of the scenarios: Service employee consignment stock and customer consignment stock.

      • To find the employee consignment stock, you have created a customer master record and assigned this in Sales Area DataPartner Functions to the employee personnel number from SAP ERP Human Resources (HR).

  • In Customizing for SAP CRM, you have maintained the following activities by choosing Start of the navigation path Transactions Next navigation step Settings for Complaints/Settings for Service Transactions Next navigation step Integration Next navigation step Logistics Integration End of the navigation path:

    • Assign Plant and Storage Location to Service Organizational Units

    • Start of the navigation path Business Add-Ins for Logistics Integration Next navigation step Business Add-In: Determination of Plant and Storage Location End of the navigation path

      In the standard system, the Business Add-In has two alternative implementations:

      • Plant/Storage Loc.Determ.from Service Org.- R/3 Plan.Plant

      • Plant/Storage Loc. Determ. from Service Org. Using Orgfinder

      The Plant/Storage Loc. Determ. from Service Org. Using Orgfinder implementation is delivered active.

    • Start of the navigation path Business Add-Ins for Logistics Integration Next navigation step Business Add-In: Filter for Reservation End of the navigation path

      To enable SAP ERP to create a reservation for a service part, the item category must be configured to permit this. Use the Relevant for Reservation indicator in the Business Add-In for this purpose.

    • You have defined transaction types and item categories in Customizing for SAP CRM by choosing Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types and Next navigation step Define Item Categories End of the navigation path.

      The following transaction type and item category are delivered in the standard system for service part delivery:

      Transaction Types

      Item Categories

      REPA - In-house repair order

      RMAT - Service material

      In the standard system, there is no Customizing for the sale of service parts in the service order.

      If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify the copies.

    • You have completed Customizing for the following master data:

      • In Business Add-In Determination of Plant and Storage Location, if you activate implementation Plant/Storage Loc.Determ.from Service Org.- R/3 Plan.Plant you must enter the SAP ERP planning plant for the service organization.

      • To find the employee consignment stock, you have created an employee master record and assigned this in Identification to the employee personnel number from SAP HR.

Features

The integration of business transactions in SAP CRM Service with SAP ERP provides you with the following options for service parts order fulfillment:

  • Service parts planning in the service order and in-house repair order using:

    • Availability information in SAP ERP

    • Material reservation in SAP ERP

  • In the service confirmation: Confirmation of the materials used with reference to the reservation according to logistics scenarios.

Logistics integration supports the following three logistics scenarios with the withdrawal of materials in SAP ERP and during confirmation in SAP CRM:

  • Service parts at the service employee’s storage location

    Each service employee’s stock is represented by a storage location in the service plant. The relevant plant and storage location are assigned from SAP ERP to a combination of service organization, service team, and service employee. Use the IMG activity Assign Plant and Storage Location to Service Organizational Units to make corresponding entries in the Orgfinder table.

  • Service parts in the service employee’s consignment stock

    The service employee’s stock is managed as service employee consignment stock. Identification occurs using the service employee’s unique personnel number which is managed in the employee master record in SAP CRM, and in the customer master record in SAP ERP. When a goods movement is transferred to SAP ERP, the SAP ERP customer number is determined from the SAP CRM personnel number.

  • Service parts in the customer consignment stock

    A stock of service parts that is stored on the customer’s premises but does not belong to the customer (such as construction site equipment) and is managed as customer consignment stock.

The scenarios Service Parts at the Service Employee’s Storage Location and Service Parts in the Service Employee’s Consignment Stock are mutually exclusive.

Service Parts Planning in the Service Order and In-House Repair Order (Service Part Item)

Plan the required service parts in the order independent of the scenario chosen.

You can call up availability information for service part items in SAP ERP. The availability information checks the planned quantity against the stock available in the assigned service plant. The service plant is assigned in Customizing.

The check results show the available quantity and the next available date. This information is only available until the service order is saved, because it is not possible to create temporary reservations during order processing.

When the document is saved, a reservation for the service part item is created for the service plant in SAP ERP.

Service Parts Fill-Up in SAP ERP

Complete integration of the storage location fill-up between SAP CRM and SAP ERP is not available. The service parts fill-up can only be triggered manually according to scenario.

  • Scenario: Service parts at the service employee’s storage location

    After assigning a service employee in resource planning, there is currently no update of the reservation at the relevant service employee’s storage location. The communication and provision of planned service parts for the correct service employee has to be done manually.

  • Scenario: Service parts in the customer or service employee’s consignment stock

    A method is available in SAP CRM that can be used to define an action to trigger the delivery of service parts to the customer (consignment fill-up as a sales order in CRM). This sales order is then replicated in SAP ERP and can be delivered from there. However the reservation in SAP ERP is now unnecessary and you must set it manually to Completed.

Confirmations

You enter the service parts that were used in the confirmation. The relevant stocks are updated in SAP ERP.

For more information about confirming service parts depending on the logistics scenario, see the "Activities" section in Data Exchange for Service Confirmations: SAP CRM – SAP ECC.