The  "Billing Plan Item" assignment block is no more available in CRM by design until the note 1405086. After this only tab 'conditions' of "Billing Plan Item" assignment can only be displayed - not edited.

The standard approach is to have the conditions of the individual periods not in edit mode but in display mode only due to the fact that changing conditions for one billing request item might (due to grouping set up for the billing plan) have effect not only for the selected period but also for other periods.

Adjusting conditions for non billed periods would be possible by using so-called structure conditions on the main item and maintain them on the main item. You can find details concerning this in notes 1046336 and 1385298.

When creating a follow-up Service Confirmation from a Service Order, in the item selection window it seems like single item is displayed multiple times.

The issue is standard behavior because Service Order has valid Assignments which may be processed by same or different Resources. All valid Assignments will be listed in Item Selection Window one after another.

Hope this could help people avoid any misunderstanding.

Regards,

Webster

For Complaint header view

1. Create Complaint;
2. Leave mandatory field empty;
3. Click Back button.

Exception in WebUI will occur:

Dereferencing the NULL reference

Exception Class CX_SY_REF_IS_INITIAL
...

BSP Application BTCATEGORIES
BSP Page CATEGORIES.HTM
Line 44
Long text An attempt was made to execute a dynamic method callon an
initial(NULL-) object reference. The reference must refer to an object.

Component/View:

BT120H_CPL/Details
BTADMINH
STRUCT.DESCRIPTION

To solve the issue please refer to KBA 1882624 or directly implement SAP Note 1809100. The issue is a known bug caused by SAP Note 1781599.

This blog covers the details of the IBase, partners, backend tables involved, dumps and fix.

IBase Inconsistencies – Partner dumps & Fix:

Symptom: IBase screen ends in a dump when partner details are opened. (When an IBase is opened using the TCode IB52/IB53 and Go to -->

Partner, link is clicked.)

When partner link is opened in the Menu, it ends in a dump/Run time error MESSAGE_TYPE_X. (Run time error can also be found in TCode - ST22)

Background: IBase details like IBase number, external ID of the IBase, IBase categories etc. are saved on the table IBIB which is the key table for Ibases.

IBase partner details are saved on the table CRMD_PARTNER along with the partner function.

IBPART is the link table between the Ibase on Table IBIB and its partner data on CRMD_PARTNER. All the links between IBase and partners are maintained on this table with validity dates.

IBIB - IB_GUID_16 = IBPART - SEGMENT_RECNO

IBPART – PARTNERSET = CRMD_PARTNER – GUID

CRMD_PARTNER – PARTNER_NO = BUT000 - PARTNER_GUID

Copy the IB_GUID_16 and go to table IBPART

Copy the PARTNETSET and go to table CRMD_PARTNER

Copy the PARTNER_NO and go to table BUT000

IBase corruption issue: Reason for this dump could be multiple lines on the table IBPART for the same IBase with validity dates in future. These two lines will point two different records on the table CRMD_PARTNER with the same partner function.

Fix: When there are two records on the IBPART table with valid end dates in future. Valid to date on the unwanted record should be changed to a past date to invalidate the record. This will ensure that there is only one valid partner link for an IBase.

Process:- we create service order in CRM and add all spare parts required for our service as line items in service order. Once the service order is saved, based on theitem category of the line item it will create material reservation  or Sales order in ECC system. In this document I will take an example of the scenario to create material reservation from the service order entered in the CRM.

Problem:- Once the material reservation is created   user cannot determine against which service order this material reservation is created.

Solution:- We can add additional fields in RKPF table. And then map these field from the service order once its saved in CRM .  We will use 2 BADIs here one in CRM and one in ECC.

In this example we will pass 2 fields From service order  to the material reservation in ECC

1.       Service order number (ZSERVICEORDER).

2.       Priority of the service order (ZPRIORITY).

CRM Enhancement

Implement BADI CRM_LOG_EXT_MAP_BADI

Method CRM_SRV_LOG_MAPPING

CT_BAPI_EXT is the changing  parameter for BAPI extensions

DATA: lt_bapi_ext      TYPE bapiparex.

lt_bapi_ext-structure = ‘PRIORITY’.

* Read the priority of order in variable lv_priority

lt_bapi_ext-valuepart1 = lv_priority.

Append lt_bapi_ext to ct_bapi_ext.

ERP Enhancement

1.       Enhance the table RKPF with additional fields in our case its service order number and  priority

2.       Implement  BADI:CRM_SRV_MAP_RS_BADI

a.       Method:- MAP_RESERVATION

FIELD-SYMBOLS <fs_bapiparex> TYPE bapiparex.

Ct_header-zserviceorder = is_header-process_id

Lop AT it_bapi_ext ASSIGNING <fs_bapiparex>.
    if <fs_bapiparex>-structure = ‘PRIORITY’

        ct_header-zpriority = <fs_bapiparex>-valuepart1

Endloop.

IBase Inconsistencies - Component corruption & Fix:

Symptom: IBase component ends up in a dump when the component is opened.

Go to TCode - IB52/IB53. Enter the component and search.

When a component is opened, it ends in a dump/Run time error 'CX_IBASE_ERROR'. (Run time error can also be found in TCode - ST22)

Scroll down to see the details of the dump

Background:

IBIN and IBST are two very important tables which govern the validity of a component (Equipment) in any IBase. Details of the component links with IBases (both old and current) are saved on these tables. The last/latest record for any component should have same validity dates on these two tables.

Go to table IBST and search for the component which ends in a dump upon opening. Check the records on IBST table.

Last row of the result is what governs the component’s validity in any IBase. This row should be taken as base for a component.

Now go to table IBIN and search for the same component. Check the records on IBIN table.

IBase component corruption issue: Reason for the dump is a mismatch in the validity dates (Valid to date) on the last records of the tables IBST and IBIN for the component. Due to this, the function module ‘IB_COM1_READ_INSTANCE_TO_RECNO’ fails to fetch the hierarchy tree structure of the IBase and raises an exception ‘CX_IBASE_ERROR’.

Fix: When the validity dates on the last records of tables IBST and IBIN are not the same. IBIN table last record’s validity should be changed to match the IBST table last record while doing this change, ensure that these records in both the tables are connecting the component to the same IBase.

Use SAP Note Search in Support Portal -> Help & Support -> Search for SAP Notes & KBAs.

Search Term:           CRM_SVY_GENERATE_BSP_TEMPLATE

Application Area:     CRM-BF-SVY

Leave everything else as default.

Sort by Date by clicking "Released On" twice.

Open the newest SAP Note by clicking on the short text, and follow instructions described in the note to implement the newest version of survey generation template.

SAP Case Management solution is designed for collecting and processing relevant information originating from multiples sources about a complex problem or issue in a central collection point.

Ideally you use Case Management to process problems or issues that involves a wide range of information, multiple processors (internal employees or external people), and/or require a long time frame for resolution.

A case acts as a folder with few describing attributes, which links all relevant information , objects and involved parties related to each other from a certain business perspective (for example, customer complaint handling, legal case tracking). This allows having central point, where people would find the most update information about the case.

SAP offers two toolsets for Case Management:

• SAP NetWeaver Case Management
• SAP CRM Case Management

Both are similar in capabilities and use SAP Records Management.

SAP NetWeaver Case Management has been  the toolset of choice for pre-defined Case Management scenarios in SAP ECC:

• HR Processes & Forms
• Dispute Management

SAP CRM Case Management has been the toolset of choice for pre-defined Case Management scenarios in SAP CRM:

Social Service and Security.

• Child Support Enforcement
• Child Welfare
• Illness Benefit
• Maternity leave.

Tax and Revenue Management

• Dispute Management
• Collection Management (Debt Recovery Management)
• Tax Audit

Grantor Management

• Grantor Application Management

The SAP CRM Case Management solution allows the linking of diverse information, such as business partners, transactions, products, and documents that could reside in different physical systems (SAP CRM and other applications, such as SRM and SAP ECC as well as objects from external applications).

SAP CRM Case Management offers the following features:

• Linking of business transactions and electronic office documents
• Linking of involved parties and products affected
• Multiple case note types
• Case history log to track and visualize all changes to a case
• Creation of case follow-up and to-do items
• Case describing attributes: external reference, reason, classification, status, priority.

...To be continued

http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-ii

In my last blog I mentioned the possible scenarios for SAP Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/04/introduction-to-sap-crm-case-management-part-i). In this blog I am going to explain the capabilities of SAP CRM Case Management.

SAP CRM Case Management has the following features:

Case ID :

Unique case identification ID. Case ID could be assigned manually or automatically.

• Automatic assignment:

This is controlled by configuration and the Case ID must be a numeric value

• Manual assignment

The entered ID has to be within the range configured. Only numbers or letters can be used.

Case Description and External Reference:

These attributes are free text fields to describe the case content. Uses are optional but are helpful for searching and identifying the case content.

Case Main Partners: Person Responsible, Processor & Organization:

• Can be used to assign a Case to processor and ownership entities.
• Automatic assignment is possible by implementing the assignment logic in a BAdI.
• Additionally partner functions can be added to the partner procedure.

Higher-Level Case:

You can manage associated cases in a hierarchy. To do this, you need to assign a higher level case.

Any number of Cases can be linked in any number of levels using case hierarchy assignment block.

Case Priority:

Pre-defined priorities that are useful for workload distribution and case searching. They are relevant for all Case Types.

Case Category:

Case Categorisation uses of the CRM Multilevel Categorisation functionality, allowing you to assign a Case to a Category of a multilevel categorization schema.

Case Management supports assigning one or more Document and/or Activity Templates to Categories. Upon Case Categorisation the corresponding Documents / Activities are created and linked to the Case.

Case Status:

User-defined Statuses per case type. User status must be mapped to SAP System Statuses.

The following is the standard behaviour for SAP System status.

Closing Case (case closing profile):

This functionality is triggered when a user status which is mapped to system status “Closed” is set. The case closing profile is assigned to a case type. It has one default close reaction rule and several transaction-type-specific close reaction rules. There is a BAdI available for additional customer-specific checks.

Case closing profile could set one of the following actions:

• Do not close case if open transactions exist

An error message is displayed if the user tries to close the case and an open transaction exists in this case.

• Close case and close open transactions

The case is closed and a PPF action is scheduled that closes all open transactions in this case.

• Prompt to close case; if yes, close open transactions

If there is an open transaction in the case, the user is asked if the case should be closed or left open. If yes, the case is closed and a PPF action will be scheduled to close all open transactions in this case.

• Close case and do not close open transactions

The case is closed whether or not there are open transactions and open transactions are not closed.

• Prompt to close case; if yes, do not close open transactions

If there is an open transaction in this case, the user is asked if the case should be closed or left open. If yes, the case is closed, but open transactions will not be closed.

In general a Closed Case can be reopened, however if transactions have been closed  will not be reopened automatically.

Case Note:

Case Notes are free text entries into the Case Notes assignment block. Case Notes use text profile to control the text ID available to enter comments.

It is possible to implement logic for automatic creation of Notes using the BAdI CRM_CMG_NOTES_ADD or by executing an action within the Business Rule Framework (BRF).

Notes are displayed in assignment block "Notes".

Case Print Preview:

The Print Preview function in SAP CRM creates a PDF document containing the Case Attributes and Object linkages. Print function is based on Smart Form SCMG_SMART_FORM_CASE.

Follow the next blog...

http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iii

I covered the basic features of SAP CRM Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-ii).

In this blog I am going to continue explaining the capabilities of SAP CRM Case Management.

Case Transactions:

Application-independent business transactions (CRM, ERP) can be linked to a case. This is controlled by configuration: the record model assigned to each case type.

Transaction can be inserted in the assignment block “Transactions”. It is also possible create new transactions from the case.

CRM Case Management provides a different assignment block for “Activities”. This allows major visibility when creating activities to plan and track the required processing steps for a case.

Folders (Record / Case) Model:

SAP NetWeaver Folders (record) Management implements the logic for the record model.

Record model is a template for records and defines the structure for all objects and documents to be linked to a case. Record model defines which type of object or document is permitted in which folder including minimum and maximum instances. A record model is assigned to each case type in configuration.

A record model is defined using nodes:

Structure nodes

• Folders within a Record
• Help to define the structure of the record. These nodes only act as headers for other nodes.
• Nodes that cannot have elements assigned to them in records.

Model nodes

• Define which elements are permitted by assigning an element type
• The element type determines that the node can only be filled in the record with elements of this element type.

Below is a selection of Element Types provided by SAP:

• Document

The Document Element Type is used for managing electronic documents such as Word, Excel, PDF, PowerPoint.

• URL

A URL is a link to a web source.

• Business Object

Business Objects are transactional and master data objects in SAP Process Specific Applications such as Financials, Logistics, Human Resources etc.

Document in the SAP (ECC) Document Management System are integrated via the Document Information Record, itself at Business Object.

SAP NetWeaver Folders Management integrates content of an SAP Business Objects. It is extensible allowing integrate customer specific types/applications.

• Transaction

Any SAP transaction (UI function) can be integrated using this element type.

The following element type implementations are delivered by SAP allowing linking  transactions to a case:

Record Model is usually hidden in the CRM UI, but could be set to visible.

Documents:

It is possible linking electronic documents, such as forms and policies, to a case.

SAP CRM Content Management functionality enables you to structure documents, folders and URLs. CRM Content Management is based on Knowledge Provider (Kpro).

SAP CRM Content Management functionality is accessed in the context of a Business Object using the Assignment Block Attachments.

SAP does not provide user driven document creation, editing or viewing software. Customers must provide tools (e.g. MS Office, Adobe Reader, Internet Explorer etc.) to create / edit / view the document file types to be managed by CRM Content Management.

http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iv

As I mentioned in my last entry, SAP CRM Case Management allows linking transaction and documents to the case. This is provided by SAP NetWeaver Folders Management (http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-iii).

In this blog, I am going to cover other features available in Case Management.

Change History:

Display changes to the Case and Folder objects. Dates, time and users are registered.

CRM-specific Case Management BADIs:

The following BADIs are available in SAP CRM Case Management.

• CRM_CMG_ADD_OBJECT  

Inserting New Object Types in a Record.

• CRM_CMG_COPY

Copying Cases.

• CRM_CMG_FIELD_ATTR

Change Field Attributes (Only Display, Hide) for Runtime.

• CRM_CMG_FILL_DDLB

Filling Customer-Specific Dropdown List.

• CRM_CMG_ON_CREATION

Data Transfer When Creating a Case. Example: Filling default values when creating case from Service Order application

Case Authorisations:

The following authorisations objects are available for case management. Additionally is possible to use the Access Control Engine (ACE) to flexibly control access to CRM cases.

• S_SCMG_CAS Case

This object defines authorizations for entire cases.

• S_SCMG_FLN Field-Level Authorization

This object defines authorizations for the attribute fields in a case header.

• S_SCMG_STA Status

This object defines authorizations to change the case status.

• S_SCMG_TXT Notes

This object defines authorizations for case notes.

BI – Reports available for SAP CRM Case Management:

The following queries are available for Case Management:

• Case Workload Analysis

You use this query to analyse the workload of cases by service organizations.

• Analysis of Sensitive Cases

You use this query to analyse the authorization level of cases.

• Planned Date of Case Closure

You use this query to analyse expiring cases.

• Case Relationship Analysis for Linked Business Partner .

You use this query to analyse business partners linked to cases.

• Case Escalation Analysis

You use this query to analyse number of activities linked to cases.

• Status Overview for Documents in Cases

You use this query to analyse various business transactions linked to cases.

To be continued...

http://scn.sap.com/community/crm/service/blog/2013/11/08/introduction-to-sap-crm-case-management-part-v

In my previous blog post I've described the authorisation objects and enhancement spots available in CRM Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iv).

In this last blog, I am going to explain the basic differences between SAP CRM Investigative Case Management and SAP CRM Case Management.

Both Case Management solutions are available out-of-the-box within any SAP CRM.

Basic differences are described below:

Additionally the following table explains the differences in the configuration between both cases:

With the introduction of CRM Investigative Case Management, SAP is positioning Investigative Case Management Solution as the desire option for future implementations. However if you need to integrate CRM Business Object such as services order, sales order, opportunities or Financial Documents you required to enhance the element type for Investigative Case Management.

In the meantime both options are available for managing electronic cases in the CRM Solution.

For more information about "Investigative Case Management", check the following blog: SAP Investigative Case Management Overview

We are supporting an environment that primarily leverages Service Contracts and Orders and there is a requirement to download the details of first and last serviced customer for an entire list of Sold-To parties passed to the program in an flat file. This conversion program was facing major performance issues due to large volume of customers and use of function module CRM_ORDER_READ. We wanted to reduce the execution time of the program and replacing this FM with SELECT queries on each table helped tremondously. The performance of the program improved significantly and execution time went down to one third of original program.

One of the challenges we faced was to retrieve the duration value for Appointment Types of each Service Contract/Order. The FM CRM_ORDER_READ gets this data directly but using it was not an option due to performance reasons. We had to get this data from the table SCAPPTSEG that stores the dates as well as duration for each appointment type for transactions in SAP CRM. There is no specific field that gives this duration value right away. However the field SCAPPTSEG-TXT_PUB_ID can be used to retrieve the duration. It normally stores text in a particular format, e.g., DUR###氀MONTH      BX#####. This data needs to be converted to get proper Duration values. We were able to successfully decode it by using the below code:

Also make sure to declare ls_duration with the type as defined above. If custom types are declared the method will return incorrect values.

Overview on Advance Complaint Management:

The Advance Complaint management in SAP CRM integrates with the Advance Returns management in SAP ECC. It facilities creation of logistical follow up activities in SAP ERP like creation of Advance Returns Order, Inbound Deliveries, post goods return, credit memo automatically to name a few in SAP ERP. Repair and Replacement Process are also integrated in the Advance Complaint Management by selection of certain item level fields which I would be explaining later in my blog. The Advance Complaint Management uses the lord framework for triggering subsequent follow up documents in ERP.

Business Function Object Activation in CRM

Certain business function objects need to be activated in SAP CRM and in the ERP Module for the Advance Complaint Management to trigger the Advance Returns Order in SAP ERP. In SAP CRM the following business function object CRM_COMPL_ARM_1 needs to be activated. Once the business function object is activated the customization settings can be viewed in the following node under

CRM-Transactions-Settings for Complaints-Integration-Logistics Integration-Advance Returns Management

Following Catalogs from K1 to K5 also get activated in crm base customization, they can be seen in the following menu path

CRM- Basic Functions-Catalogs Codes and Profiles, These fields should not be copied to custom fields as they do not work in the transaction hence standard fields provided by SAP should be used during customization

Business Function Object Activation in ERP

The following business function objects need to be activated in the ERP Module. The help document of SAP mentions only one object however we had a tough time to get the other objects activated 

These objects in ERP are required namely to perform the configurations in SAP ERP and to ensure an error free system when the advance complaint transaction triggers the advance return order in SAP ERP.

a) SD_01

b) ESOA_OPS01

c) OPS_ADVRETURNS_2

d) LOG_SD_SIMP_02

e) LOG_SD_C1_01

The Configuration Settings in ERP need to be performed under the below menu path

Logistics General- Advance Returns Management

Design Considerations in SAP CRM

The line item level fields namely( Return Reason, Follow Up Activity, Refund Control and Refund Type) in Advance Complaint Management which are highlighted below are important since these item level fields control the subsequent process which needs to get triggered in SAP ECC. These fields need to be enabled from Available to Display which helps us to view these fields in the advance complaint transaction.

Similarly certain fields need to be entered when the line item is edited hence the component which is highlighted below needs to be activated using the configure page icon as shown in the below screen shot.

Triggering Advance Return Order in ERP , Credit Memo and Replacement Scenario's

The second line item which is the return request item triggers the Advance Return Order in SAP ERP, ensure that copy controls have been maintained with the first line item which is the complaint item. The status of the second line item should be in release mode as shown below. Document types(Advance Complaint and Advance Return Order) in SAP CRM and ERP should be the same along with the return item category in both systems.The mapping of the ERP Order Type and Item Category needs to be mapped with the CRM Item category which needs to be done in CRM base Customization. Item level field Refund type which is highlighted below controls if you need to give a credit memo to the customer by triggering a credit memo document in SAP ERP or by selecting the refund type as replacement the replacement order in SAP ERP gets triggered automatically during customer returns. If along with the Advance Returns Order the Return Delivery and the Post Goods Receipt needs to be created automatically then the field immediately should be selected in refund control. SAP Notes 2082743 and 2074829 can be considered when implementing the credit memo process and SAP Note 2178689 for the replacement process. These notes are relevant from the ERP side.

In House and External Repair Scenario's

The field follow up Activity needs to be selected if an in house repair or external repair scenario needs to be implemented. Subsequent processing like Repair Order and its follow up documents would be processed in ERP. Other options include Immediately move to Specified Stock and Transfer to Specific Stock. The SAP Help document gives a detailed write up about the actions which the follow up activity perform in ERP.

http://help.sap.com/erp2005_ehp_06/helpdata/en/e3/9b7fc41e21465498820a32fe158821/content.htm

Design Considerations in SAP ERP

In SAP ERP the correct document types need to be selected. RE2 Document type is the standard document provided for Advance Returns Management, RA2 is the document provided for repair and SD2 is the document for replacement. Ensure that  required copy control settings are maintained for the respective delivery document along with assignments like item category determination,pricing, sales area assignments to document types and incomplete procedures. If documents in ERP do not get created automatically check if the document's are incomplete or if they are blocked because of a credit check which need to be released through transaction vkm5. Ensure that the relevant document types which are customized  are marked as relevant for Advance Complaint Management in SAP ERP in base customization.

Kind Regards

Atul

Auto Suggest Features:

In the below blog, I would be highlighting certain Auto Suggest Features which are integrated with the multilevel categorization in SAP CRM. There are some useful documents which have been created in the forum which explains the features and baseline configurations of setting up multilevel categorization. However the auto suggest functionalities are useful and easy to implement without any coding or technical help and can be used in service scenario's like Service Request, Service Order, Complaint Management to name a few.

Multilevel Categorization

Creating Categorization Schema in SAP CRM for Service Request - CRM - SCN Wiki

1) Auto Suggest Category Via Products.

In certain business transactions like Service Order, Complaint and Service Ticket when the product is entered at the header level in the reference object field the categorization fields get filled automatically. Instead of manually filling the categorization fields in a complaint or service order this feature helps to reduce the time considerably and based on business requirements this feature can be implemented functionally.

Design Considerations.

1a) Ensure after setting up the categorization schema the product which needs to determine the categorization fields is assigned in the product assignment block as shown below and the relevant transaction type is assigned to the Assign Transaction Type to Catalog Category Assignment in customization.

1b) In the Application area assignment block ensure that the transaction type to catalog category assignment is made correctly as shown below.

1c) Post making the above configurations check the transaction by entering the product in the reference object to check if the categorization fields get filled automatically. However as per the screen shot highlighted below the multilevel categorization fields do not get filled.

1d) To resolve the above mentioned issue, implement SAP Notes 18969831881948 while the first note is more relevant to the above behaviour, the second note talks about a dump caused because of system inconsistencies in the service request transaction to the multilevel categorization fields. Customization settings for Multilevel Categorization can be found in note 1266940. Once the note 1896983 is implemented, the product is entered in the reference field as shown below, the categorization fields in the service order transaction are filled automatically.

2) Use of Multilevel Categorization to Trigger Checklists.

The checklist is a new functionality which was introduced in CRM 7.0 Version, for the detailed functionality of the checklist functions refer to the link below. However multilevel categorization can now trigger Checklists in certain service related transactions like Service Requests using Service Manager Profiles and Rule Policies.

How to make use of checklists in SAP CRM service transactions

Design Considerations.

2a) In the Multilevel Categorization created in CRM Web Ui the required entry needs to be made in the application area, the application Id should consist of rule modeler having the value maintained as checklist Determination.

2b) SAP Notes 1925335 and 2016852 need to be implemented. While the first note can be implemented using the Snote functionality, the second note mentions in detail about the customization changes which need to be done in transaction code crmc_erms_repository for the contexts Service Request, Checklist Determination, Checklist Partner Determination and Service Order/Complaint Dispatch for the attribute Order Context.

2c) Once the above notes have been implemented in the system, the rule policy can be created or modified (if created earlier) with the operator values as includes element or does not include element along with the value of the multilevel categorization. Post making the changes as per the above notes the multilevel categorization fields are selected in the service request transaction which in turn triggers the checklist automatically which are shown in the below two screen shots.

3) Auto Suggest Knowledge Articles.

Knowledge Articles can be integrated with Multilevel Categorization fields. A knowledge article can be defined as a function to obtain information, such as how-to documents, user manuals, or FAQ, to process, for example, incidents, problems and requests for change that your customers may report. Detailed information about the knowledge article can be found in the below link.

Knowledge Articles in SAP CRM

Let me cite an e.x to explain the knowledge article integration with multilevel categorization fields. A customer calls and reports a problem which was captured through multilevel categorization fields in the service request transaction. The issue was resolved and a knowledge article was created in the system and assigned to the categorization fields in the categorization schema. A second customer calls and reports the same problem which is again captured through the multilevel categorization fields in the service transaction. The call centre agent can go to the knowledge article assignment block in the service request transaction by doing so the system displays the knowledge article which the agent can open and suggest possible remedial measures captured in the knowledge article which can be explained to the customer pro actively.

Design Considerations.

3a) A prerequisite to create knowledge articles in the system is to activate the trex server. The standard transaction type provided by SAP is KNAR.

3b) In the application area of the multilevel categorization created the knowledge article needs to be assigned to transaction type catalog category assignments highlighted below.

3c) The knowledge article which is configured in the system needs to be assigned to the categorization schema in the assignment block knowledge article as per the screen shot shown below.

3d) In base customization of transaction type to catalog categories ensure that the find related object is checked as shown in the below screen shot.

3e) If the catalog category created for multilevel categorization corresponds to D(Defect Locations/Object Parts) then the auto suggest knowledge article assignment block can be found above in the service request, conversely if the catalog category corresponds to C(Overview of Damages/Defects/Reasons) then the auto suggest knowledge article assignment block can be found below in the service request transaction. In the below case since the catalog category was customized as C the knowledge article assignment block is seen below.

4) Other Auto Suggest Features.

Other features like  Email standard responses, Content Analysis and Item Determination can all be integrated with the auto suggest features in multilevel categorization which I would be explaining in my later blogs. The SAP help document below provides useful insights and detailed information about the same.

Auto Suggest - Multilevel Categorization - SAP Library

Kind Regards

Atul

In my last blog I had explained the auto suggest features of multilevel categorization with triggers document checklist and its knowledge article integration in the service request transaction. I had also explained by entering a product in the reference object field at the header level the categorization fields get populated automatically.

Auto Suggest Features-Multilevel Categorization Part I

In my current and last blog on auto suggest features in multilevel categorization. I would be explaining how a combination of an incoming e-mail and multilevel categorization fields can be used to trigger auto response emails.

1) Multilevel Categorization Integration with Auto Response E-mail using ERMS.

The prerequisite to implement this functionality is that ERMS should be implemented in the system. While ERMS helps to automate the incoming e-mail volume it also offers various functionalities which help to increase efficiency of the business as per the sap help document given below. One of the functionalities which I would be explaining in my current blog is the auto response feature which integrates with the category modeler.

E-Mail Response Management System - SAP Library

Design Considerations.

1a) A mail form needs to be created in the system. Mail forms are pre-defined e-mail templates which contain pre written messages, for detailed information about the mail form refer to the link below. Mail form creation can be done from the marketing role and ensure that the attribute content selected is for e-mail response management  as per the below 2 screen shots.

Introduction to Mail Form in the Interaction Center

1b) The mail form which is created above should be be saved. The mail form can then be integrated with the e-mail functionality with the help of the insert tab.Ensure that the from recipient is maintained as per the below screen shot.

1c) The mail form created needs to be assigned to the category modeler in the assignment block standard responses as per the screen shot below.

1d) In the application area of the category modeler  the application id should contain the Rule Modeler containing the value email response management system as explained  below.

1e) The rule policy needs to be created in the system. If the below error appears when creating the rule policy when entering the value for the interaction record implement SAP Note 1972999using snote functionality. In the rule policy created the outgoing e-mail address should also be maintained in actions. The rule policy needs to be assigned to the service manager profile created in base customization.

1f) For the auto response e-mail to trigger automatically trex parameters need to be maintained. The base customization is done in transaction code crmc_erms_cat_appl where the RFC destination needs to be maintained as explained below.

1g) I compose the outgoing e-mail which mentions my issue in detail. However the auto response e-mail does not get triggered.

1h) When the incoming e-mail is received, the system will try to parse the content of the incoming e-mail and would try to find a category which match the words most hence in the search query application area for the respective category, the entry needs to be maintained as shown below.

1i) Before saving the category modeler ensure that the reset content analysis is clicked in the application area as shown below.

1j) Post performing the above two configurations in the category modeler, the auto response e-mail gets triggered automatically

Kind Regards

Atul

Hi,

You could have a scenario where the services (service order, service contract) are managed and billed in CRM and the only thing you want to do is the integration with FI skipping the CO integration (Yes, you can do it without integrating the service to ERP and without generating any Internal Order in ERP, I guess If I needed the whole flow I wouldn't have so much trouble with documentation GAPS, but that would make the scenario unnecessarily complex)

If you configure the CRM Billing as the SAP best practices indicate once you transfer the billing document to ERP you will have the following error: "IAOM 028 Object not known in CO"  (Which is a pain). If you have done your homework probably you already have found the following KBA 994326 - IAOM 028 Object not known in CO which give you a "clear" instructions on what to do to avoid the CO integration (the following block is a copy paste of the KBA):

• Billing document - you have to delete the CO reference in the Billing document. To do this, implement the BAdI BILL_ACC_IF Method DETERMINE_GLACCOUNT. Here you have to clear the value in the field EXT_OBJECT_ID of the   changing structure C_GL_ACCOUNT.
• Service order - There would be two ways to fix this. It's recommend to let the contracts to be distributed to R/3 and keep the "no controlling" setting as you don't want any cost to be posted in CO.

Well, that's pretty innacurate:

1. The method ENRICH_ACC_DOCUMENT of the BADI BILL_ACC_IF doesn't have a changing structure called C_GL_ACCOUNT
2. Clearing the value in the field EXT_OBJECT_ID is not enough for our scenario

What we need to do is on the method ENRICH_ACC_DOCUMENT of the BADI BILL_ACC loop at changing table CT_ACC_ACGL09 and for each row delete the content of the fields EXT_OBJECT_ID and BUS_SCENARIO (Which should be CRM_SERVICE if you are 100% on the scenario that I'm describing)

Once you got that, you should not have any major problem to integrate CRM Billing with ERP FI. And I guess now you are wondering "How did this handsome, clever and nice guy knews that? Is this solution safe?" Yes it's safe (we implemented it in production without issues), and how I knew which keys I had to press...well, I believe I will lose all the mystical aura that I just created...but, the true is the true... I complained about the note to SAP support, they gave me the answer but they didn't update the KBA. As it took me long time until I got to the right person (who solved the problem) I thought It would be nice if somebody saved me that part, so I hope you find this blog usefull

Cheers!

Luis

PD: This literature helped me to understand how the integration worked, didn't solved my problem, but I least gave me some ideas:

Understand the integration of CRM Service functionality with Controlling

CRM Service - ERP Controlling Integration  (At the bottom of the Blog there are some usefull Notes & KBAs)

Notes & KBAs:

687291 - Log for account assignment administration (documentation)

977948 - Billing data transfer and message IAOM 028 or IAOM 029

Dear Exports,

Is there anyone who knows how to disable add line & remove line button in the Advanced Search Page, thanks

Process:- we create service order in CRM and add all spare parts required for our service as line items in service order. Once the service order is saved, based on theitem category of the line item it will create material reservation  or Sales order in ECC system. In this document I will take an example of the scenario to create material reservation from the service order entered in the CRM.

Problem:- Once the material reservation is created   user cannot determine against which service order this material reservation is created.

Solution:- We can add additional fields in RKPF table. And then map these field from the service order once its saved in CRM .  We will use 2 BADIs here one in CRM and one in ECC.

In this example we will pass 2 fields From service order  to the material reservation in ECC

1.       Service order number (ZSERVICEORDER).

2.       Priority of the service order (ZPRIORITY).

CRM Enhancement

Implement BADI CRM_LOG_EXT_MAP_BADI

Method CRM_SRV_LOG_MAPPING

CT_BAPI_EXT is the changing  parameter for BAPI extensions

DATA: lt_bapi_ext      TYPE bapiparex.

lt_bapi_ext-structure = ‘PRIORITY’.

* Read the priority of order in variable lv_priority

lt_bapi_ext-valuepart1 = lv_priority.

Append lt_bapi_ext to ct_bapi_ext.

ERP Enhancement

1.       Enhance the table RKPF with additional fields in our case its service order number and  priority

2.       Implement  BADI:CRM_SRV_MAP_RS_BADI

a.       Method:- MAP_RESERVATION

FIELD-SYMBOLS <fs_bapiparex> TYPE bapiparex.

Ct_header-zserviceorder = is_header-process_id

Lop AT it_bapi_ext ASSIGNING <fs_bapiparex>.
    if <fs_bapiparex>-structure = ‘PRIORITY’

        ct_header-zpriority = <fs_bapiparex>-valuepart1

Endloop.

Use SAP Note Search in Support Portal -> Help & Support -> Search for SAP Notes & KBAs.

Search Term:           CRM_SVY_GENERATE_BSP_TEMPLATE

Application Area:     CRM-BF-SVY

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