SAP C26 Service

CRM Service

SAP CRM 2007March 2009

English

REF DokSprache \* MERGEFORMAT English

CRM Service (C26)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermanyBuilding Block Configuration Guide

Copyright

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Icons

IconMeaning

Caution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type StyleDescription

Example textWords or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example textEmphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXTNames of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example textScreen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXTKeys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example textExact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

Contents7CRM Service: Configuration Guide

71Purpose

72Preparation

72.1Prerequisites

72.2SAP Notes

83Configuration

83.1Service Process Transactions

83.1.1Preparatory Settings

83.1.1.1Creating Document Pricing Procedures

83.1.1.2Creating Pricing Procedures

103.1.1.3Defining Pricing Procedure Determination

123.1.1.4Defining Prefix Number for Organizational Management

133.1.1.5Maintaining Organizational Data Profile

143.1.1.6Defining Partner Determination Procedure

173.1.1.7Defining Date Profile

193.1.2Tax Configuration

193.1.2.1Maintaining Tax Rates

203.1.2.2Checking Objects Assignment

213.1.2.3Refreshing Customizing Settings

213.1.2.4Refreshing Virtual Machine

213.1.2.5Maintaining Taxes for Service Products

223.1.3Settings for Service Order

223.1.3.1Checking Number Range for Service Transactions

233.1.3.2Defining Transaction Type for Service Order

253.1.3.3Selecting Relevant Transaction Types for Service Orders

253.1.3.4Defining Item Categories for Service Order Items

283.1.3.5Defining Item Category Determination

293.1.3.6Defining Number Ranges for Sales Documents (SAP ERP)

303.1.3.7Defining Sales Document Type (SAP ERP)

313.1.3.8Defining Item Category (SAP ERP)

333.1.3.9Defining Item Category Determination (SAP ERP)

343.1.4Settings for Service Order Quotation

343.1.4.1Defining Transaction Type for Service Order Quotation

353.1.4.2Selecting Relevant Transaction Types for Service Order Quotation


383.1.5Settings for Service Confirmation

383.1.5.1Defining Transaction Type for Service Confirmation

393.1.5.2Selecting Relevant Transaction Types for Service Confirmation

393.1.5.3Defining Item Categories for Confirmation Items


423.1.5.5Defining Sales Document Type (SAP ERP)

433.1.6Settings for Service Contracts

433.1.6.1Defining Transaction Type for Service Contracts

443.1.6.2Selecting Relevant Transaction Types for Service Contract

453.1.6.3Defining Item Category for Service Contracts


473.1.7Further Settings

473.1.7.1Defining Copy Control for Transaction Types

483.1.7.2Defining Copy Control for Item Categories

503.1.7.3Defining Item Category Determination When Copying

523.1.7.4Maintaining SMARTFORMS for Print Action

533.1.7.5Maintaining Action Profile for Print Action

543.1.7.6Maintaining Conditions for Print Action

553.1.7.7Adding Action Profile to Transaction Type

553.1.8Creating Service Contract

593.2Billing Configuration

593.2.1Service Process Time Sheet Integration

593.2.1.1Replicating Service Characteristics Relevant to Controlling

593.2.1.2Assigning Plant and Storage Location to Service Organizational Units

603.2.1.3Assigning Data Entry Profile (SAP ERP)

613.2.1.4Maintaining Activity Type Derivation (SAP ERP)

623.2.2Employee Maintenance

623.2.2.1Creating Employees (SAP ERP)

653.2.2.2Assigning HR Personnel Number to CRM Employee

653.2.3Service Process Controlling Integration

663.2.3.1Checking Order Type for Internal Order (SAP ERP)

673.2.3.2Checking Results Analysis Key (SAP ERP)

673.2.3.3Maintaining Controlling Scenario (SAP ERP)

683.2.3.4Establishing Controlling Type, Level, and Scenarios (SAP ERP)

693.2.3.5Defining Accounting Indicator (SAP ERP)

703.2.3.6Maintaining Prices for Activity Type (SAP ERP)

713.2.3.7Checking Service Order Replication Into SAP ERP

713.2.4Service Process Billing Integration

713.2.4.1Maintaining Customer Master Data (SAP ERP)

723.2.4.2Defining Sales Document Types (SAP ERP)

753.2.4.3Assigning Item Categories (SAP ERP)

763.2.4.4Mapping Transaction Types and Item Categories (SAP ERP)

773.2.4.5Assigning Sales Area To Sales Document Types (SAP ERP)

783.2.4.6Maintaining Copy Control for Billing Documents (SAP ERP)

793.2.4.7Setting Up Logistics Scenario for Material Withdrawal (SAP ERP)

803.3Service Resource Planning

803.3.1Transaction Settings

803.3.1.1Checking Resource Planning Relevance of Item Categories

813.3.2Qualification Settings

813.3.2.1Defining Qualification Parameters for Transaction

823.3.2.2Defining Qualification Parameters for Item Category

833.3.3WFM Core Settings

833.3.3.1Defining Scheduling Engine Functions

833.3.3.2Checking RFC Connection

843.3.3.3Selecting Scheduling Engine

843.3.3.4Defining Time Allocation Types

853.3.3.5Checking Application Status

863.3.3.6Defining Availability Template

873.3.3.7Transferring Status to the WFM Core

883.3.3.8Defining Service Area

883.3.3.9Defining Job Functions and Levels

893.3.3.10Maintaining Service Arrangements for Employees

913.3.4Appointment Offering in Service Orders

923.3.4.1Checking Texts for Appointment Scheduling

923.3.4.2Defining Appointment Interval Groups

933.3.4.3Checking Parameters for Appointment Scheduling

943.3.4.4Specifying Event Handling for the WFD Objects

CRM Service: Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of this building block manually.

Please be aware that the content of this guide is based on CRM 2007, SP02.

2 Preparation

2.1 PrerequisitesThe building block CRM Service contains all the necessary configuration which is basic for the configuration of any CRM Service scenario with billing in an ERP backend system.

In case of using an ERP system as back-end system please make sure that you have successfully set up the relevant sections of the following building blocks:

B01 - CRM Generation C71 - CRM Connectivity C04 - CRM WebClient User Interface

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

Before starting with the installation of building block CRM Service please make sure that you have successfully set up the relevant sections of the following building blocks:

C01 - CRM Organizational Model

C10 - CRM Central Master Data

C13 - CRM Service Master Data

2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes).

SAP NoteComponentTitle

CRM System

There are no additional SAP Notes relevant for this building block.

3 Configuration

3.1 Service Process Transactions

3.1.1 Preparatory Settings

3.1.1.1 Creating Document Pricing ProceduresUse

Pricing procedure can be done using, for example, the document pricing procedure (can be assigned to a sales transaction, on the third level).

Procedure

1. Access the activity using the following navigation options:

Transaction codeSPRO

SAP CRM IMG menuCustomer Relationship Management ( Basic Functions ( Pricing ( Pricing in the Business Transaction ( Define Document Pricing Procedures

2. Choose New Entries.

3. If necessary, maintain the values as shown in the following table:Pricing Procedures: Document

Doc. pric. procDescription

9ERP Service Pricing

SServices

4. Choose Save.5. Choose Back twice.

Result

All necessary document pricing procedures have been created.

3.1.1.2 Creating Pricing Procedures

Use

Since we do not use tax types from external systems, like the following standard pricing procedures do:

Pricing procedure for service transactions:13SRVV - SAP Service Trans. Pricing procedure for service contracts:

13SRVC - SAP Service Contract

New pricing procedures have to be copied and modified concerning the condition types (replacement of condition type 0TTE with UTXJ as new condition type for taxes).

Prerequisites

The standard pricing procedures 13SRVV and 13SRVC are needed as copy templates.

Procedure

Access the activity using the following navigation options:


SAP CRM IMG menuCustomer Relationship Management ( Basic Functions ( Pricing ( Define Settings for Pricing ( Create Pricing Procedure

Pricing procedure for service transactions:

Select pricing procedure 13SRVV and choose Copy As

When creating new data manually (not using the BC Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

1. Enter the following data:

ProcedureDescript.

Y3SRVVBP Service Transaction (EN)BP Servicetransaktion (DE)

2. Choose Enter.

3. In the Specify object to be entered screen choose copy all to copy all condition types of the standard pricing procedure.

4. Confirm the following screen.

5. Select the new pricing procedure Y3SRVV and double click on the structure tree item Control Data.

6. Choose New Entries and enter the following data:

LevelCounterUsagesCTypFromToSubToCond.

111PRPR00No separate sub-totals2

1070PR1307No separate sub-totals2

1080PR1308100No separate sub-totals2

7. Leave all the other columns empty.

8. Save the new entry and choose a customizing request if required.

9. Choose Back twice.

Pricing procedure for service contracts:

1. Repeat the steps concerning copying as described above with the pricing procedure 13SRVC as copy template and enter the following data:

ProcedureDescript.

Y3SRVCBP Service Contract (EN);BP Servicekontrakt (DE)

2. Select the new pricing procedure Y3SRVC and double click on the structure tree item Control Data.

3. Save your entries and choose a customizing request if required.


Result

New pricing procedures with modified condition types were created.

3.1.1.3 Defining Pricing Procedure DeterminationUse

The pricing procedure defines the valid condition types and the sequence of calculation in the transaction. It also defines the following:

which subtotals are shown on the pricing screen

if manual processing of pricing is possible

on what basis the system calculates surcharges and discounts

the requirements which must be met if a specific condition type is taken into consideration.

The pricing procedures can also be copied from the ERP system!

Prerequisites

When replicating condition customizing data and condition master data you need to ensure that a suitable pricing procedure has been replicated from the ERP backend system.Select the pricing procedure , which has been defined before (see building block C03 - CRM Master and Transaction Data Replication, section Determine ERP Sales Pricing Procedure for details).For details check the configuration guide of building block C03 - CRM Master and Transaction Data Replication, chapter Replicating Conditions (SAP CRM) in order to maintain the filter for the replication of the pricing procedure with all dependent objects and conditions.With SAP Best Practices Baseline Package being installed as ERP backend you can use pricing procedure YBAA01 as example master data.Procedure



SAP CRM IMG menuCustomer Relationship Management ( Basic Functions ( Pricing ( Pricing in the Business Transaction ( Determine Pricing Procedures


3. Maintain the values for two new entries as shown in the following table.

Determination of Pricing Procedure

1st Entry

Sales Organization (for example, BP_SALES)

Dis. Chan. (for example, 10 Direct Sales)

Division (for example, 10 Product Division 10)

Doc. pric. procR (Repairs)

Cust.Pric.Procedure1 (Standard)

Procedure

2nd Entry



Division

Doc. pric. procR (Repairs)


Procedure

3rd Entry




Doc. pric. proc9 (ERP Service Pricing)


Procedure

4th Entry



Division

Doc. pric. proc9 (ERP Service Pricing)


Procedure

Determination of Pricing Procedure Y3SRVV

1st Entry




Doc. pric. procS (Service)


Proc.Y3SRVV (BP Service Trans.)

2nd Entry



Division

Doc. pric. procS (Service)


Proc.Y3SRVV (BP Service Trans.)

Determination of Pricing Procedure Y3SRVC

1st Entry

Sales Organization (for example BP_SALES)

Dis. Chan. (for example 10 Direct Sales)


Doc. pric. procV (Contract)


Proc.Y3SRVC (BP Service Contract)

2nd Entry

Sales Organization (for example BP_SALES)

Dis. Chan. (for example 10 Direct Sales)

Division

Doc. pric. procV (Contract)


Proc.Y3SRVC (BP Service Contract)

4. Choose Save.


Result

The pricing procedure determination is maintained.

3.1.1.4 Defining Prefix Number for Organizational Management

Use

As a prerequisite for defining determination rules you have to define a prefix number for organizational management at first.

Procedure

1. Access the activity using one of the following navigation options:

Transaction codeOOW4

SAP CRM IMG menuSAP Web Application Server ( Application Server ( Business Management ( SAP Business Workflow ( Basic Settings ( Maintain prefix numbers

2. Check if the following data record has already been created in the CRM system.

3. If not, choose Display Change.

4. Choose Create and maintain the following values:

Field nameUser action and values

Prefix number (e.g., 900)

SAP System ID

Client Number

5. Choose Save.

6. Choose a package (e.g., $TMP) and choose Save.

7. Choose Confirm to close the Detail View of Prefix Number: Maintain screen.

Result

You have defined a prefix number for Organizational Management with status Active.

3.1.1.5 Maintaining Organizational Data Profile

Procedure


Transaction codeCRMC_ORGPROF

SAP CRM IMG menuCustomer Relationship Management ( Master Data ( Organizational Management ( Organizational Data Determination ( Change Rules and Profiles ( Maintain Organizational Data Profile

(1) Creating a Profile for the Service Scenario



3. Maintain the values in dialog box as shown in the following table.


ProfilY00000000002BP Service Org. Data Profile (Header) (EN);BP Service Org.datenprofil (Kopf) (DE)

ScenarioService

Determination Rules

Organizational Model Determin. Rule10000276 (Resp. service org. via orgdata model)

Responsibilities Determin. Rule

Mandatory

Service Organization

4. Save your entries.

5. Choose a customizing request if required.

6. Choose Back.

(2) Creating a Profile for the Sales Scenario

1. First check if this organizational data determination profile already exists for the sales scenario.

2. If not, choose New Entries.

3. Maintain the values in the dialog box as shown in the following table.


ProfilY00000000002BP Service Org. Data Profile (Header) (EN);BP Service Org.datenprofil (Kopf) (DE)

ScenarioSales

Determination Rules

Organizational Model Determin. Rule10000166 (Det. Acc. To partner attr. (Reg, country)

Responsibilities Determin. Rule

Mandatory

Sales Organization

Distribution Channel

Sales Office


Result

Your organizational data profile is defined.3.1.1.6 Defining Partner Determination Procedure

Use

In this activity, you define partner determination procedures that the system uses to automatically enter partners in business transactions. The partner functions and access sequences you have defined are brought together here.Procedure



SAP CRM IMG menuCustomer Relationship Management ( Basic Functions ( Partner Processing ( Define Partner Determination Procedure

Partner Determination Procedure for Header Level(for Service Orders):

2. Highlight the standard determination procedure for service headers 00000006 (SAP Service Header) and choose Copy As.


3. Maintain the following values:


ProcedureY0000006

DescriptionBP Service Header (EN);BP Servicekopf (DE)

4. Choose Enter.5. On screen Specify object to be copied choose copy all.

6. Confirm the following message.

7. Highlight the new procedure and double-click on node Partner Functions in Procedure.

8. For partner function 00000056 Service Employee Group set the Minimum field (= minimum number of partners determined) to 0.9. For both partner functions 00000014 Employee Responsible (CRM) and 00000015 Contact Person (CRM) select access sequence 1001 Business Partner Relationships: Sold-To Party (in column Access sequence, scroll to the right).10. Save your entries.

Partner Determination Procedure for Item Level(for Service Items in Service Orders):

11. Highlight the standard determination procedure for service items 00000007 (SAP Service Item) and choose Copy As.12. Maintain the following values:


ProcedureY0000007

DescriptionBP Service Item (EN);BP Serviceposition (DE)

13. Repeat steps 4-8 (maintain function 00000056) like described above for the partner determination procedure Y0000006 (BP Service Header) using the same values.

14. Then add the following partner functions one after another:


PartnerDetProcBP Service Item

Partner Function00000001 Sold-To Party (CRM)

No. of Occurrences (Lowest)1

No. of Occurrences (Highest)1

Changeable addr.

Access sequence0011 Organizational Data: Service Team Using Product or Rule

Determination tm.Recurring

Characteristics GrGenerally Valid Group



Partner Function00000003 Bill-To Party (CRM)

Changeable (if)



Changeable addr.






Partner Function00000004 Payer (CRM)

Changeable (if)



Changeable addr.





Partner Determination Procedure for Item Level (for Sales Items in Service Orders):

16. Highlight the standard determination procedure for sales items 00000031 (SAP Service: sales item) and choose Copy As.17. Maintain the following values:


ProcedureY0000031

DescriptionBP Service: Sales Item (EN);BP Service: Verkaufsposition (DE)

18. Repeat steps 4-6 (copy) like described above for the partner determination procedure Y0000006 (BP Service Header).19. Save your entries.

Result

New partner determination procedures were defined.

3.1.1.7 Defining Date Profile

Use

The date profile controls which date types, time durations, reference objects and date rules can be used in a specific transaction type or item category.

Depending on the date profile, you also define the characteristics for date types and durations (for example, time unit, reference object, duration, date rule) in this activity.

The purpose of this activity is to

adapt date profile TSRV (according to the descriptions in note 543686) if not already done in the CRM system (steps 1-7).

create a new date profile YTSV_HEADER1 to assign it to transaction type YTSV (defined in a next step) that is used for the Service scenarios (steps 8-14).

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Basic Functions ( Date Management ( Define Date Profile

2. First check if the following data is maintained for date profile TSRV:

3. Highlight date profile TSRV, and double-click on node Date Types.

4. If the following data is not maintained choose New Entries and enter it (using the input help):


Date TypeBilling Date (BILL_DATE)

Date RuleTodays Date

Date

Current time

Reference obj.System




Date TypeBilling Document Created On (INVCR_DATE)


Date

Current time


7. Save your entries and choose Back twice.

8. Now create the new date profile YTSV_HEADER1 as a copy of SRV_HEADER01:9. Highlight date profile SRV_HEADER01 and choose Copy As .


10. Enter the following values:

Date ProfileName

YTSV_HEADER1BP Service Activity Header (EN);BP Servicevorgang Kopf (DE)

11. Save your entry.

12. Highlight the newly created date profile YTSV_HEADER1 and double-click on node Date Types.



Date TypeRqstd Delivery Date Proposal - Order Hdr (REQ_DLV_DATE)


Date

Current Time


14. Save your entries and select a customizing request if required.



Date TypeActual Dates (ORDERACTUAL)


Date

Current Time


Current Time



17. Double click on node Date rules.18. Highlight date rule TODAYTIME and choose Delete.19. Save your entries.

Result

Date profile TSRV has been adapted and a new date profile YTSV_HEADER1 has been created.

3.1.2 Tax Configuration

3.1.2.1 Maintaining Tax Rates

Use

The new pricing procedure Y3SRVC is working with condition type 0TTE where the tax MWST/VAT determination will be processed individually by Tax Engine (TTE) deployment. Therefore you also have to maintain the corresponding tax rates.

Procedure

1. Access the activity using the following navigation option:

CRM Transaction codeTTEC_COND

2. Select your country (for example, DE Germany) and choose Tax Rates.

3. Choose Display Change (F7) for edit mode.

4. From the tree structure open VAT- Value Added Tax ( Rate Tax Type 1.

5. Select table structure 130 Product Tax Group / Partner Tax Group with double-click and maintain the following record:

ColumnEntry

BP Tax GroupNONE

Product Tax GroupFULL

Amount/Percent0.000

Currency or %%

Tax Rate IDNOBP

Valid From Date

Valid To Date31.12.9999

6. Save your settings and select a customizing request if necessary.

7. Select table structure 140 Product Tax Group with double-click and maintain the following entries:

Tax GroupAmt/PercentCurrency or %Tx Rate IDValid From DateValid To Date

FULL19%FULL31.12.9999

HALF7%HALF31.12.9999

NONE0%NONE31.12.9999

8. Save your settings and select a customizing request if necessary.

Result

You now have maintained tax rates that are relevant for the tax determination of MWST/VAT. Within your products (Service Products, Spare Parts, Services) you will also find an entry that is dealing with the tax determination using the TTE (Tax Engine) of SAP.

3.1.2.2 Checking Objects Assignment

Use

With this activity you define how objects from external systems are matched with existing objects in the TTE system. This Customizing activity must be repeated after every upgrade to ensure that condition records are complete and correct.

The following steps should be done and performed in order to get prices and taxes determined for a service order or service contract.

Procedure



SAP CRM IMG menuCross-Application Components ( Transaction Tax Engine ( Utilities ( Assign Objects from External Systems

2. In view External Mapping check if the asterisk (*) is used here (in order to define all external systems to be relevant as Calling System for the Tax Engine).

3. Highlight this Calling system ID entry and double click on view Tax Type Assignment.

4. Check if the following entry has been maintained (example for Germany):

CountryExternal Tax typeTax Type

DEMWSTVAT

In case of any other country (ES, FR, PT etc.) you can enter the external tax type for VAT accordingly:

CountryExternal Tax typeTax Type

VAT


6. Confirm the Save Changes message with Yes and select a customizing request if necessary.

3.1.2.3 Refreshing Customizing Settings

Use

With this activity you get the recent customizing changes up and running.

Procedure



SAP CRM IMG menuCross-Application Components ( Transaction Tax Engine ( Utilities ( Immediate Customizing Refresh

2. Just execute this IMG activity with the button.The customizing refresh will be executed without any additional information message.

3.1.2.4 Refreshing Virtual Machine

Use

With this activity you restart the Virtual Machine, where tax determinations were matched (via pricing procedures, condition types as well as TTE settings).

Procedure


CRM Transaction codeSM52

2. From the menu select Virtual Machine Container ( Reset.

3. Confirm the Change VMC Status question with Yes.The Virtual Machine Container (VMC) will be reset.

3.1.2.5 Maintaining Taxes for Service Products

Use

With this activity you maintain the taxes (as an example for Germany) for two service products which were used in SLA contracts.

Prerequisites

You are logged on to the CRM WebClient UI as user power_user (with password welcome).

Procedure

1. To carry out the activity, choose the following navigation option:

SAP CRM WebClient menuMaster Data Search: Products

2. Search for and select the first relevant service (see list below).3. Expand assignment block Taxes.

4. Check if an output tax has been maintained for all relevant products.

5. If not, choose Edit List and maintain the following entries:

Field nameValue

Country IDDE

CountryGermany

Tax Type IDMWST

Tax TypOutput Tax

Tax Group IDFULL


7. Process these steps also for the following example service products (created in CRM and/or downloaded from ERP):

Service IDService Name

Created in CRM

SLA_SERV_01Premium SLA 7x24

SLA_SERV_02Standard SLA 5x10

Downloaded from ERP

D100Service Fixprice

D200Service Standard

H100Spare Part 1

H200Spare Part 2

Result

A tax has been added to a service product as an example for Germany.

3.1.3 Settings for Service Order3.1.3.1 Checking Number Range for Service Transactions

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Number Ranges

2. Choose the activity Number Ranges for Service Processes.

3. Choose Display Intervals.

If you find an existing interval with internal number assignment (with checkbox Ext being deselected, for example, interval with no. 01) you can skip this configuration step and proceed with the following sections (choose Back twice, then choose Cancel).

If there is no such an interval you need to create one by carrying out the following steps:

4. Choose Back.

5. Choose Change intervals.

6. Choose Insert Interval.

7. Maintain the values in the dialog box as shown in the following table.

ColumnEntry

No.01

From Number8000000000

To Number8999999999

Current Number0

Ext

8. Choose Insert.

9. Choose Save and confirm the message.


11. Choose Cancel.

Result

The number range for service transactions is maintained.

3.1.3.2 Defining Transaction Type for Service Order

Use

A transaction type defines the properties and characteristics of a business transaction (for example, sales order, service request, sales call), and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction.

To create a service order type, copy the standard transaction type SRVO - SAP Service Order. Keep all the standard settings from the standard transaction type SRVO as default settings- only the settings listed below will be changed.

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types

2. Select transaction type SRVO and choose Copy As.


3. For folder Definition of transaction types maintain only the following values (and keep the others unchanged):


Trans. TypeYTSV - BP Service Order (EN);YTSV - BP Serviceauftrag (DE)

General

DescriptionBP Service Order (EN);BP Serviceauftrag (DE)

Contract DetermD

Profiles

Partner Determ.Proc.Y0000006 (BP Service Header)

Org. Data Prof.Y00000000002 (BP Service Org. Data Profile (Header))

Date ProfileYTSV_HEADER1 (BP Service Activity Header)


5. Maintain further dependent assignments:

6. Double-click on folder Assignment of Business Transaction Categories.

7. Select Service Process and double-click folder Customizing header.

8. Maintain only the following values (and keep the others unchanged):


Service Customizing header level

Wrrnty Check ProfileSTANDARD

Activate Counter


10. Select transaction category Sales and double-click folder Customizing header.



Pricing Data

Doc. Pric. Proc.ERP Service Pricing

12. Choose Save.

13. Choose Back four times.

Result

The new transaction type for service orders is defined.

3.1.3.3 Selecting Relevant Transaction Types for Service OrdersUse

In this process, you select the transaction types you want to use.Procedure




2. Set the following transaction types to Inactive:

Trans. TypeDescriptionDescriptionInactive

ICSSService - ICSSService - ICSSX

ISSVISA: Service OrderISA: Service OrderX

LSRVFSL Service OrderFSL Service OrderX

SRVOService OrderService OrderX

SWR1Parking PermitParking PermitX

SWR2ParkPerm:Third PartyParking Permit for Third PartyX

SWR3Parking Permit w.DSParking Permit With Digital SignatureX

SWR4Park.Permit w/o ItemParking Permit w/o ItemX

SWR5Online PricingWeb Request With PricingX

SWRAWeb RequestWeb RequestX

SWRBWeb Requst w/o ItemWeb Request Without ItemX

You can find the transaction types by choosing Position and entering the Transaction Type you are looking for.

3. Choose Save.

3.1.3.4 Defining Item Categories for Service Order Items

Use

To create a category for service order items (service items and sales items), just copy the corresponding standard item category and take over all settings to the copied item category. Adapt only the settings listed below.

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Categories


Item Category for Service Order: Sales Items

2. Select item category SRVS and choose Copy As

3. Maintain the values as shown in the following table:


Item CategoryYRVS - BP Service SalesItem (EN);YRVS - BP Service Verk.pos. (DE)

General

DescriptionBP Service: Sales Item (EN);BP Service: Verkaufsposition (DE)

Profiles

PartnerDetProcY0000031 (BP Service: Sales Item)

4. Double-click on view Assignment of Business Transaction Categories.

5. Highlight transaction category Sales and double-click on view Customizing Item.

6. Maintain the following values (and keep the others unchanged):

Field NameEntry

Item CategoryYRVS (BP Service SalesItem)

Billing Data/Credit

Bill. RelevanceExternal Billing

Int. BillingExternal


Item Category for Service Order: Service Items

8. Select item category SRVP and choose Copy As9. Maintain the values as shown in the following table:


Item CategoryYSRP - BP Service Item (EN);YSRP - BP Serviceposition (DE)

General


Profiles

PartnerDetProcY0000007 (BP Service Item)




Field NameEntry

Item CategoryYSRP (BP Service Item)

Billing Data/Credit




Item Category for Service Order: Service Parts

14. Select item category SRVM and choose Copy As .



Item CategoryYRVM - BP Service Part (EN);YRVM - BP Serviceteil (DE)

General

DescriptionBP Service Part (EN);BP Serviceteil (DE)

Profiles





Field NameEntry

Item CategoryYRVM (BP Service Part)

Billing Data/Credit




Result

New item categories were created.

3.1.3.5 Defining Item Category Determination

Use

In this process, you can define, per business transaction category and item category group, which item categories the system shall default for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. Maximum three alternative item categories are possible.

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Category Determination


3. Maintain the values as shown in the following tables:


Trans. TypeYTSV (BP Service Order)

Item Cat. GroupLEIS

Item Category Determination


4. Choose Save and Back.





Item Cat. GroupNORM (Sales Item)


Item CategoryYRVS (BP Service SalesItem)

Alt. itm cat.1TAN (Sales Item)






Main item cat.YSRP (BP Service Item)


Item CategoryYRVM (BP Service Part)

Alt. itm cat.1TAN (Sales Item)

9. Choose Save and Back.10. Choose New Entries.



Item Cat. GroupSRVM (Service Material)


Item CategorySRVM (Service Part)

Alt. itm cat.1SRVM (Product)

11. Choose Save and Back




Item Cat. GroupSRVO (Service Item)







Item Cat. GroupSRVP (Service Product)



15. Choose Save.


Result

The new item category determination is defined.

3.1.3.6 Defining Number Ranges for Sales Documents (SAP ERP)

Use

To exchange the Sales Order Documents between the CRM and the ERP system it is necessary to create a sales document with an identical Identifier (YTSV).

First you need to define a number range used for the new sales document.

Procedure


Transaction codeVN01

SAP ERP IMG menuSales and Distribution Sales Sales Documents Sales Document Header ( Define Number Ranges For Sales Documents

2. Choose Change intervals.

3. Choose Insert interval.

4. Maintain the number range analogous to the number range being used for the SAP Best Practices service order in the CRM system. For example, make the following entries:

NoFrom numberTo numberCurrent numberExt

(e.g., 89)800000000089999999990

5. Choose Insert.

6. Save your entries and confirm the information message.

Result

A new number range for sales documents has been added in ERP analogous to the respective service order number range used in CRM.

3.1.3.7 Defining Sales Document Type (SAP ERP)

Use

The purpose of this activity is to create the transaction type YTSV as a sales document type in the ERP back-end system. This entry is necessary for the replication of sales orders.

Procedure

1. Access the activity using one of the following navigation options:Transaction codeVoV8

SAP ERP IMG menuSales and Distribution Sales Sales Documents Sales Document Header ( Define Sales Document Types

2. Make sure that you are in Change mode.

3. Highlight the sales document type OR (Standard Order) and choose Copy As .

When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

4. Make only the following entries (and keep the others unchanged):


Sales document typeYTSV BP Service Order

Number systems

No. range ext. assg. (e.g., 89)

5. Press Enter.

6. In the occurring dialog box, choose Yes to confirm the copy control relevance.


8. Choose Continue to confirm the Maintain Table Views: Initial Screen dialog box.9. Select the new transaction type and choose Details.

When creating new data manually, you need to maintain related translation-sensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN and DE) in addition.10. From the menu choose Goto ( Translation and select the according language(s).

11. Maintain the sales document description in all other required languages:LanguageDescription

German (DE)BP Serviceauftrag

Spanish (ES)BP rden de servicio

French (FR)Ordre de service BP

Portuguese (PT)BP Ordem de servio

Russian (RU)

Chinese (ZH)BP

Czech (CS)BP Servisn zakzka

Italian (IT)BP Ordine servizio

Dutch (NL)BP Serviceorder

Polish (PL)BP Zlecenie serwisowe

Turkish (TR)BP Hizmet Siparii

Danish (DA)BP Serviceordre

Finnish (FI)BP Palv.Myyntitilaus

Japanese (JA)BP

Norwegian (NO)BP Serviceordre

Swedish (SV)BP Serviceorder


13. Choose Back.

Result

Transaction type YTSV is created as a sales document type in the ERP back-end system.

3.1.3.8 Defining Item Category (SAP ERP)

Procedure



SAP ERP IMG menuSales and Distribution ( Sales ( Sales Documents ( Sales Document Item ( Define Item Categories

2. Select item category TALS (Standard Item: SLS).3. Choose Copy As and maintain the following values:


Item categoryYRVS - BP Serv. Item Sales

Business Data

Billing RelevanceB (Relevant for order-related billing status acc. to order qty)

4. Press Enter.

5. In the occurring dialog box choose Yes to confirm the copy control relevance.


7. Choose Continue to confirm the Display IMG dialog box.

8. Choose Back.

When creating new data manually for another languages (for example, EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

LanguageDescription

German (DE)BP Serv.pos. Verkauf

Spanish (ES)BP Venta de servicio

French (FR)Vente pos. srv BP

Portuguese (PT)BP Vendas no servio

Russian (RU)

Chinese (ZH)BP

Czech (CS)BP Serv.pol. s prod.

Italian (IT)BP Servizio vendita

Dutch (NL)BP Serv.Item Verkoop

Polish (PL)BP Poz. serwisowa

Turkish (TR)BP Hizmet Kalemi Sat

Danish (DA)BP Servicepos. salg

Finnish (FI)BP Palvelumyyntirivi

Japanese (JA)BP

Norwegian (NO)BP Servicepos. salg

Swedish (SV)BP Servicepos. frs.

3.1.3.9 Defining Item Category Determination (SAP ERP)

Use

To be able to exchange the sales items assigned to service orders between the CRM and the ERP back-end systems, you need to assign the new category items coming from the CRM Service scenarios to transactions existing in the ERP system.

The entries already existing for the document type YTSV have been copied when using document type OR as copy template for the creation ofYTSV (see chapter Defining Sales Document Type (SAP ERP)).Procedure



SAP ERP IMG menuSales and Distribution ( Sales ( Sales Documents ( Sales Document Item ( Assign Item Categories


3. Maintain the values as shown in the following table (using the input help):


Sales Doc. typeYTSV

Item cat.groupNORM

Item Usage

ItemCat-HgLvItmYRVS

Item categoryYRVS

Manual item catTAP

Manual item catTAQ

Manual item catTANN

Manual item catTAW

Manual item catTAN


5. Choose Back.

6. Search for the following entry and enter only YRVS as additional manual item category.


Sales Doc. typeYTSV

Item cat.groupNORM

Item Usage

ItemCat-HgLvItm

Item categoryTAN

Manual item catTAP

Manual item catTAQ

Manual item catTANN

Manual item catTAW

Manual item catDSI

Manual item catTAO

Manual item catYRVS



3.1.4 Settings for Service Order Quotation

3.1.4.1 Defining Transaction Type for Service Order Quotation

Use

A transaction type defines the properties and characteristics of a business transaction (for example, sales order, service request, sales call), and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction.

For creating a service quotation type copy the standard transaction type SRVQ - Order Quotation. Keep all the standard settings from the standard transaction type SRVQ as default settings - only the settings listed below will be changed.

Procedure



SAP CRM IMG menuCustomer Relationship Management Transactions Basic Settings Define Transaction Types

2. Select transaction type SRVQ and choose Copy As.


3. For view Definition of transaction types maintain only the following values (and keep the others unchanged):


Transaction TypeYSOQ BP Service Quotation (EN)YSOQ BP Serviceangebot (DE)

General

DescriptionBP Service Order Quotation (EN)BP Serviceauftragsangebot (DE)

Contract DetermD

Profiles

Partner Determ.Proc.Y0000006 (BP Service Header)

Org. Data Prof.Y00000000002 (BP Service Org. Data Profile (Header))

Date ProfileYTSV_HEADER1 (BP Service Activity Header)

4. Choose view Assignment of Business Transaction Categories.5. Highlight transaction category Business Activity and double-click on view Customizing header.

6. Maintain the following data:


Transaction TypeYSOQ - BP Service Quotation

General

Category202 Telephone call


8. Select transaction category Sales and double-click folder Customizing header.



Pricing Data

Doc. Pric. Proc.ERP Service Pricing


3.1.4.2 Selecting Relevant Transaction Types for Service Order Quotation

Use







SRVPPackage QuotationPackage Service Order QuotationX

SRVQOrder QuotationService Order QuotationX


3. Choose Save.

3.1.4.3 Defining Item Category Determination

Use

In this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. There are a maximum of three alternative item categories possible.

When using the CRM WebClient quotation transaction types are only allowed to be pure quotations meaning that all item types assigned in item type determination have to be quotation item types only.It is not longer possible either to have mixed process types or to change from quotation to order within one document. In this case only the follow up variant is supported.

Procedure



SAP CRM IMG menuCustomer Relationship Management Transactions Basic Settings Define Item Category Determination

2. Choose New Entries.Field nameUser action and values

Trans. TypeYSOQ (BP Service Quotation)

Item Cat. GroupLEIS


Item CategorySRQP (Service)








Item CategorySRQS (Sales Item)

Alt item cat. 1SRQM (Service Part)






Main Item Cat.SRQP (Service)


Item CategorySRQM (Service Part)





Item Cat. GroupSRVM (Service Material)


Item CategorySRQM (Service Part)

Alt item cat. 1SRQS (Sales Item)
















Result

You have defined all necessary item category determinations for the new transaction type for service quotations.

3.1.5 Settings for Service Confirmation

3.1.5.1 Defining Transaction Type for Service ConfirmationUseA transaction type defines the properties and characteristics of a business transaction (for example, sales order, service request, sales call), and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction.

For creating a transaction Type for service confirmations copy the standard transaction type SRVC - SAP Confirmation. Keep all the standard settings from the standard transaction type SRVC as default settings - only the settings listed below will be changed.

Procedure1. Access the activity using the following navigation options:



2. Select transaction type SRVC and choose Copy As


3. For folder Definition of transaction types maintain only the following values (and keep the others unchanged):


Trans. TypeYCON BP Confirmation (EN);YCON BP Rckmeldung (DE)

General

DescriptionBP Confirmation(EN);BP Rckmeldung (DE)

Profiles

Date ProfileSRV_HEADER01


ResultThe new transaction type for service confirmations is defined.

3.1.5.2 Selecting Relevant Transaction Types for Service Confirmation

Use







LSRCFSL Service Confirm.FSL Service ConfirmationX

SRVCConfirmationService Completion ConfirmationX


3. Choose Save.

3.1.5.3 Defining Item Categories for Confirmation Items

Use

For creating a category for confirmation items, just copy the corresponding standard item category and take over all settings to the copied item category. Adapt only the settings listed below.

Procedure





Item Category for Service Order Confirmation: Service Items

2. Select item category SVCP and choose Copy As .



Item CategoryYSVP - BP Service Item (EN);YSVP - BP Serviceposition (DE)

General


Profiles





Field NameEntry

Item CategoryYSVP (BP Service Item)

Billing Data/Credit

Bill. RelevanceA External Billing



Item Category for Service Order Confirmation: Service Parts

8. Select item category SVCM and choose Copy As .



Item CategoryYVCM - BP Service Part (EN);YVCM - BP Serviceteil (DE)

General

DescriptionBP Service Part (EN);BP Serviceteil (DE)

Profiles





Field NameEntry

Item CategoryYVCM (BP Service Part)

Billing Data/Credit

Bill. RelevanceA External Billing



3.1.5.4 Defining Item Category DeterminationUseThe purpose of this activity is to define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. Maximum three alternative item categories are possible.





3. Maintain the values as shown in the following table:Field nameUser action and values

Trans. TypeYCON (BP Confirmation)

Item Cat. GroupLEIS


Item CategoryYSVP (BP Service Product)

4. Choose Save 5. Select a customizing request if required.6. Choose New Entries.7. Maintain the values as shown in the following table:Field nameUser action and values

Trans. TypeYCON (BP Confirmation)


Main item cat.YSVP (BP Service Product)


Item CategoryYVCM (BP Service Material)

8. Choose Save.


ResultNew item category determinations were defined.

3.1.5.5 Defining Sales Document Type (SAP ERP)

Use

The purpose of this activity is to create the transaction type YCON as a sales document type in the ERP back-end system. This entry is necessary for the replication of sales orders.

Procedure


Transaction codeVoV8

SAP ERP IMG menuSales and Distribution Sales Sales Documents Sales Document Header ( Define Sales Document Types

2. Make sure that you are in Change mode.

3. Highlight the sales document type YTSV (BP Service Order) and choose Copy As .

When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

4. Make only the following entries (and keep the others unchanged):


Sales document typeYCON BP Confirmation

Number systems

No. range ext. assg. (e.g., 89)

5. Press Enter.

6. In the occurring dialog box, choose Yes to confirm the copy control relevance.


8. Choose Continue to confirm the Maintain Table Views: Initial Screen dialog box.9. Select the new transaction type and choose Details.

When creating new data manually, you need to maintain related translation-sensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN and DE) in addition.10. From the menu choose Goto ( Translation and select the according language(s).

11. Maintain the sales document description in all other required languages:LanguageDescription

German (DE)BP Rckmeldung

Spanish (ES)BP Confirmacin

French (FR)Confirmation BP

Portuguese (PT)BP Confirmao

Russian (RU)

Chinese (ZH)BP

Czech (CS)BP Potvrzen

Dutch (NL)BP Bevestiging

Italian (IT)BP Risposta

Polish (PL)BP Potwierdzenie

Turkish (TR)BP Teyit

Danish (DA)BP Bekrftelse

Finnish (FI)BP Vahvistus

Japanese (JA)BP

Norwegian (NO)BP Bekreftelse

Swedish (SV)BP terrapportering


13. Choose Back.

Result

Transaction type YCON is created as a sales document type in the ERP back-end system.

3.1.6 Settings for Service Contracts

3.1.6.1 Defining Transaction Type for Service ContractsUse

For creating SLA contracts a new transaction type is defined here.

This new transaction type is a copy of the standard transaction type SC - SAP Standard Service Contract. Take over all settings from the standard transaction type SC to the copied transaction type. Adapt only the settings listed below.

Procedure




2. Select the standard transaction type SC (SAP Standard Service Contract) and choose Copy As


3. Maintain only the values as shown in the following table (to get all input fields choose Enter while entering the data):


Transaction TypeYSC - BP SLA Serv.Contract (EN);YSC - BP SLA Servicevertrag (DE)

General

DescriptionBP Service Contract using SLA (EN);BP Servicevertrag mit SLA (DE)

Profiles

Org. Data Prof.Y00000000002 (BP Service Org. Data Profile)


Result

The new transaction type for creating SLA contracts is defined.

3.1.6.2 Selecting Relevant Transaction Types for Service Contract

Use







ISU0Service Contract ISUService Contract IS-UX

ISU5Service Quotation ISUService Quotation IS-UX

IUS0ISU Service ContractService Contract IS-U SVKX

IUS5Svce Quotation ISUService Quotation IS-U SVKX

SCService ContractService ContractX

SCCContract (Value/Qty)Service Contract (Value/Quantity)X

USCUBB Service ContractUBB Service ContractX


3. Choose Save.

3.1.6.3 Defining Item Category for Service ContractsUse

For the creation of SLA contract items, copy the standard item category SCN - Service Contract Item. Take over all settings from the standard item category SCN for the copied item category. Adapt only the settings listed below.

Procedure




2. Select item category SCN - Service Contract Item and choose Copy As




Item CategoryYSCN - BP SLA Contract Item (EN);YSCN BP Vertragsposition (DE)

General

DescriptionBP Contract Item for SLA (EN);BP Vertragsposition fr SLA (DE)

4. Choose Save.


Result

The new item category for the creation of SLA contract items is defined.

3.1.6.4 Defining Item Category DeterminationUseThe purpose of this activity is to define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. Maximum three alternative item categories are possible.





3. Maintain the values as shown in the following table.


Trans. TypeYSC (BP SLA Serv.Contract)



Item CategoryYSCN (BP SLA Contract Item)

Alt. itm cat.1YRVS (BP Service SalesItem)

4. Choose Save and select a customizing request if required.5. Choose Back.6. Choose New Entries.



Trans. TypeYSC (BP SLA Serv.Contract)



Item CategoryYSCN (BP SLA Contract Item)

Alt. itm cat.1YRVS (BP Service SalesItem)

8. Choose Save.9. Choose Back twice.

ResultNew item category determinations were defined.

3.1.7 Further Settings

3.1.7.1 Defining Copy Control for Transaction Types

Use

The purpose of this activity is to define the control for copying business transaction types.

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Copying Control for Business Transactions ( Define Copying Control for Transaction Types

Copy Control Contract ( Service Order:


3. Maintain the values as shown in the following table (and leave the other fields empty):


Source trans.YSC (BP SLA Serv.Contract)

Trans. typeYTSV (BP Service Order)

4. Choose Save.


6. Choose Back.

Copy Control Service Order ( Service Confirmation:


8. Maintain the values as shown in the following table (and leave the other fields empty):Field nameUser action and values

Source trans.YTSV (BP Service Order)

Trans. typeYCON (BP Confirmation)

General Control

Copy Price Agreements

9. Choose Save.

10. Choose Back.

Copy Control Service Order Quotation ( Service Order:


12. Maintain the values as shown in the following table (and leave the other fields empty):


Source trans.YSOQ (BP Srv. Ord. Quotat.)

Trans. typeYTSV (BP Service Order)

General Control

Copy item number

Copy Price Agreements

13. Choose Save.


3.1.7.2 Defining Copy Control for Item CategoriesProcedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Copying Control for Business Transactions ( Define Copying Control for Item Categories


3. Maintain the values as shown in the following tables ((and leave the other fields empty):


Source Item Cat.YSCN (BP SLA Contract Item)

Target item cat.YSRP (BP Service Item)

Copy Item Categories - General Control Data

Copy conditionsDo not copy conditions

Generate prod.master data again

Price Agreements



Target item cat.YRVS (BP Service SalesItem)



Price Agreements



Target item cat.SRQP (Service)



Price Agreements


Source Item Cat.YRVS (BP Service SalesItem)

Target item cat.SVCP (Service Product)


Copy conditionsCopy all conditions


Source Item Cat.YRVS (BP Service SalesItem)





Source Item Cat.YSRP (BP Service Item)






Target item cat.YSVP (BP Service Product)









Source Item Cat.YRVM (BP Service Part)

Target item cat.YVCM (BP Service Material)




Source Item Cat.SRQP (Service)





Source Item Cat.SRQS (Sales)





Source Item Cat.SRQM (Service Material)

Target item cat.YRVM (BP Service Material)



4. Choose Save.

5. Select a customizing request if required.


Result

Additional copy controls were defined.

3.1.7.3 Defining Item Category Determination When Copying

Use

The purpose of this activity is to define a specific item category determination which should be run during copying. The item category is used to find the target item category in the source transaction for the transaction type in the target transaction. This means that the transaction type for the source transaction is not relevant for the item category determination.

Procedure



SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Copying Control for Business Transactions ( Define Item Category Determination when Copying

Service Contract ( Service Confirmation:


3. Maintain the following data:



Tgt Trans. TypeYCON (BP Confirmation)



5. Choose Back.

Service Quotation ( Service Order:6. Repeat the steps for the following entries:


Source Item Cat.SRQP (Service)

Tgt Trans. TypeYTSV (BP Service Order)



Source Item Cat.SRQS (Sales)


Target item cat.YRVS (BP Sales Item)


Source Item Cat.SRQM (Service Material)


Target item cat.YRVM (BP Service Part)

Service Order ( Service Confirmation:7. Repeat the steps for the following entries:Field nameUser action and values



Target item cat.YSVP (BP Service Item)


Source Item Cat.YRVM (BP Service Part)


Target item cat.YVCM (BP Service Part)


3.1.7.4 Maintaining SMARTFORMS for Print Action

Procedure


CRM Transaction codeSMARTFORMS

2. On the SAP Smart Forms: Initial Screen enter CRM_ORDER_SERVICE as Form (toggle radio button if necessary) and choose Copy.

3. Enter YBP_CRM_ORDER_SERVICE as Target Object and choose Continue.

4. In dialog box Create Object Directory Entry enter a package (e.g., $TMP for local object) and choose Save.

5. To edit the new form YBP_CRM_ORDER_SERVICE choose Change.

6. In the tree expand the following path:Form YBP_CRM_ORDER_SERVICE ( Pages and Windows ( FIRST First Page ( NAME Form Title.

7. Double-click on entry FORM_NAME_QUOT (Form name Only Quotation Item) and select tab Conditions.

8. Position your cursor in the first empty line and choose (Insert OR).

9. In the next line maintain the following data:


Field NameORDERADM_H-PROCESS_TYPE

Relational Operator (Single value)

Comparison Value'YSOQ'

10. On tab Conditions choose button Check in order to check the new entries.

11. Double-click on entry FORM_NAME_ORD (Form name Only Order Item) and select tab Conditions.

12. Position your cursor in the first empty line and maintain the following data:


Field NameORDERADM_H-PROCESS_TYPE

Relational Operator (Not Equal to)

Comparison Value'YSOQ'

13. On tab Conditions choose button Check in order to check the new entries.

14. Save your entries and choose Activate.

In case the service order quotation printout is not performing as expected, please enter transaction SMARTFORMS again; select form YBP_CRM_ORDER_SERVICE and choose Test (F8).On screen Function Builder: Initial Screen choose Activate.After a successful activation system message Active object generated appears.Now check the printing action of the service order quotation again.

3.1.7.5 Maintaining Action Profile for Print Action

Procedure



SAP CRM IMG menuCustomer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions

2. Choose Display -> Change.

3. Highlight the action profile SERVICE_ORDER and choose Copy As.

When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on to the system with the appropriate language (EN and/or DE).

4. Make only the following entries:


Action profileYBP_SERVICE_ORDER

DescriptionBP Service Transaction

5. Choose Enter.

6. In the occurring dialog box, choose copy all.

7. Modify the ID names of every dependent action definitions with a leading Y_ and choose Enter after each change.

8. In the Information dialog box choose Continue.

9. Highlight your newly created action profile YBP_SERVICE_ORDER and double-click on view Action Definition.10. Highlight action definition Y_SERVICEVORGANG(AUFTRAGGEBER) and choose Details.

11. Maintain the following entries if necessary:


Action Settings

Processing TimeImmediate processing

Schedule Automatically

Display in Toolbox

12. Double-click on view Processing Types.13. In the Print Settings screen area select the following print form (using the input help):


Form NameYBP_CRM_ORDER_SERVICE


15. Select a customizing request if required.

When creating new data manually, you need to maintain related translation-sensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN and DE) in addition.16. Select the new action profile and choose Details.

17. From the menu choose Goto ( Translation and select the according language(s).

18. Maintain the action profile description for all other required languages:LanguageDescription

German (DE)BP Servicevorgang

Spanish (ES)BP Operacin de Servicio

French (FR)Transaction de service BP

Portuguese (PT)BP Transao de servio

Russian (RU)

Chinese (ZH)BP

Dutch (NL)BP Servicetransactie

Polish (PL)BP Transakcja serwisowa

Czech (CS)BP Servisn operace

Italian (IT)BP Operazione del servizio

Turkish (TR)BP Hizmet lemi

Danish (DA)BP Serviceoperation

Finnish (FI)BP Palvelutapahtuma

Japanese (JA)BP

Norwegian (NO)BP Servicetransaksjon

Swedish (SV)BP Servicetransaktion

19. Save your entries. 3.1.7.6 Maintaining Conditions for Print Action

Procedure

1. Access the activity using one of the following navigation options:Transaction codeCRMC_ACTION_CONF

SAP CRM IMG menuCustomer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Conditions

2. Choose Display Change if required.

3. In list Scheduling of Actions double-click on action BP Service Transaction (scroll down).

4. Choose Create.. and select Automatic IBase Update from the submenu.

5. Again, choose Create.. and select Service transaction (sold-to party) from the sub menu.

6. To set the OK code of this second action definition to green you need to define a printer as output device. Double-click on this action definition.

7. In the lower screen follow this path: Tab Processing Details ( Screen Area Details of Selected Processing ( Tab Printer

8. On tab Printer maintain the following values:


OutputDeviceLOCL


10. Choose a customizing request if necessary.

3.1.7.7 Adding Action Profile to Transaction Type

Use

Finally you need to assign the new action profile to the new corresponding transaction type.

Procedure



SAP CRM IMG menuCustomer Relationship Management Transactions Basic Settings Define Transaction Types

2. Select transaction type YSOQ and choose Details.



Profiles

Action ProfileYBP_SERVICE_ORDER


5. Choose Back and repeat these steps with transaction type YTSV.

Result

The new action profile has been assigned to the new transaction type.

3.1.8 Creating Service Contract

Use

Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services within tolerance limits for certain parameters, for example, within a predefined period. The assured services are represented by service products (for example, maintenance, hotline) which are defined in the individual contract items. The characteristics of service products are defined in Service Level Agreements (SLA), which in turn are validated by different parameters, such as availability time and response time. The parameters serve not only to describe the SLAs, but can also be used to control service processing.

Each service contract being created here is used to be assigned to a single installed base component.

Prerequisites

An installed base for the business partner is maintained.

All necessary business partners have been created and/or downloaded.

All necessary products have been created and/or downloaded.

A new transaction type YSC for the service contracts was created (by copying the SAP standard transaction type).

You are logged on to the CRM WebClient with user power_user and password welcome.

Procedure


SAP CRM WebClient menuService Contracts ( Create: Service Contract

2. In the Select Transaction Type web page dialog select transaction type BP SLA Serv. Contract if necessary.3. In assignment block Service Contract Details maintain the following data:


General Data

DescriptionBP Service Contract

Sold-To Party (here: 100000)

Employee Responsible (here: Barbara Lee)

Processing Data

Ext. Reference(e.g., BP Service Contract for 100000>)

4. Press Enter.5. In the following web page dialog box select the appropriate organizational units if necessary:Field nameUser action and values

Service Org. UnitBP Service Back Office (BP_SRV)

Sales Org. UnitBP_SLS (BP Direct Sales)

6. In the Partner Selection web page dialog select the appropriate business partners contact person.

If you need to activate assignment block Organizational Data in order to enter organizational units manually, choose button Personalize in the upper right-hand corner, move the assignment block from Available to Displayed and choose Save.7. Activate the assignment blocks Dates, Price Totals, and Price Details the same way if necessary.8. Expand assignment block Dates and check whether the following entries exist or need to be maintained:Field nameUser action and values

Contract Start Date

Date

Contract End Date

SAP C26 Service

Documents

Transcript of SAP C26 Service