Post on 23-Nov-2015
description
CRM Service
SAP CRM 2007March 2009
English
REF DokSprache \* MERGEFORMAT English
CRM Service (C26)
SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermanyBuilding Block Configuration Guide
Copyright
Copyright 2009 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
MaxDB is a trademark of MySQL AB, Sweden.
SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.
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
363.1.4.3Defining Item Category Determination
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
413.1.5.4Defining Item Category Determination
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
463.1.6.4Defining Item Category Determination
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:
Transaction codeSPRO
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.
4. Choose Back twice.
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
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 ( Determine Pricing Procedures
2. Choose New Entries.
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
Sales Organization (for example, BP_SALES)
Dis. Chan. (for example, 10 Direct Sales)
Division
Doc. pric. procR (Repairs)
Cust.Pric.Procedure1 (Standard)
Procedure
3rd Entry
Sales Organization (for example, BP_SALES)
Dis. Chan. (for example, 10 Direct Sales)
Division (for example, 10 Product Division 10)
Doc. pric. proc9 (ERP Service Pricing)
Cust.Pric.Procedure1 (Standard)
Procedure
4th Entry
Sales Organization (for example, BP_SALES)
Dis. Chan. (for example, 10 Direct Sales)
Division
Doc. pric. proc9 (ERP Service Pricing)
Cust.Pric.Procedure1 (Standard)
Procedure
Determination of Pricing Procedure Y3SRVV
1st Entry
Sales Organization (for example, BP_SALES)
Dis. Chan. (for example, 10 Direct Sales)
Division (for example, 10 Product Division 10)
Doc. pric. procS (Service)
Cust.Pric.Procedure1 (Standard)
Proc.Y3SRVV (BP Service Trans.)
2nd Entry
Sales Organization (for example, BP_SALES)
Dis. Chan. (for example, 10 Direct Sales)
Division
Doc. pric. procS (Service)
Cust.Pric.Procedure1 (Standard)
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)
Division (for example, 10 Product Division 10)
Doc. pric. procV (Contract)
Cust.Pric.Procedure1 (Standard)
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)
Cust.Pric.Procedure1 (Standard)
Proc.Y3SRVC (BP Service Contract)
4. Choose Save.
5. Choose Back twice.
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
1. Access the activity using one of the following navigation options:
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
2. Choose New Entries.
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).
3. Maintain the values in dialog box as shown in the following table.
Field nameUser action and values
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.
Field nameUser action and values
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
4. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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.
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).
3. Maintain the following values:
Field nameUser action and 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:
Field nameUser action and 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:
Field nameUser action and values
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
Field nameUser action and values
PartnerDetProcBP Service Item
Partner Function00000003 Bill-To Party (CRM)
Changeable (if)
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
Field nameUser action and values
PartnerDetProcBP Service Item
Partner Function00000004 Payer (CRM)
Changeable (if)
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
15. Save your entries.
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:
Field nameUser action and 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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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):
Field nameUser action and values
Date TypeBilling Date (BILL_DATE)
Date RuleTodays Date
Date
Current time
Reference obj.System
5. Save your entries.
6. If the following data is not maintained choose New Entries and enter it (using the input help):
Field nameUser action and values
Date TypeBilling Document Created On (INVCR_DATE)
Date RuleTodays Date
Date
Current time
Reference obj.System
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 .
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).
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.
13. If the following data is not maintained choose New Entries and enter it (using the input help):
Field nameUser action and values
Date TypeRqstd Delivery Date Proposal - Order Hdr (REQ_DLV_DATE)
Date RuleTodays Date
Date
Current Time
Reference obj.System
14. Save your entries and select a customizing request if required.
15. If the following data is not maintained choose New Entries and enter it (using the input help):
Field nameUser action and values
Date TypeActual Dates (ORDERACTUAL)
Date RuleTodays Date
Date
Current Time
Reference obj.System
Current Time
Reference obj.System
16. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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
5. Choose Back twice.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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
1. Access the activity using the following navigation option:
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
6. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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.
10. Choose Back twice.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
2. Select transaction type SRVO 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).
3. For folder Definition of transaction types maintain only the following values (and keep the others unchanged):
Field nameUser action and values
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)
4. Save your entries and choose a customizing request if required.
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):
Field nameUser action and values
Service Customizing header level
Wrrnty Check ProfileSTANDARD
Activate Counter
9. Double-click on folder Assignment of Business Transaction Categories.
10. Select transaction category Sales and double-click folder Customizing header.
11. Maintain only the following values (and keep the others unchanged):
Field nameUser action and values
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Categories
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).
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:
Field nameUser action and values
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
7. Save your entries.
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:
Field nameUser action and values
Item CategoryYSRP - BP Service Item (EN);YSRP - BP Serviceposition (DE)
General
DescriptionBP Service Item (EN);BP Serviceposition (DE)
Profiles
PartnerDetProcY0000007 (BP Service Item)
10. Double-click on view Assignment of Business Transaction Categories.
11. Highlight transaction category Sales and double-click on view Customizing Item.
12. Maintain the following values (and keep the others unchanged):
Field NameEntry
Item CategoryYSRP (BP Service Item)
Billing Data/Credit
Bill. RelevanceExternal Billing
Int. BillingExternal
13. Save your entries.
Item Category for Service Order: Service Parts
14. Select item category SRVM and choose Copy As .
15. Maintain the values as shown in the following table:
Field nameUser action and values
Item CategoryYRVM - BP Service Part (EN);YRVM - BP Serviceteil (DE)
General
DescriptionBP Service Part (EN);BP Serviceteil (DE)
Profiles
PartnerDetProcY0000007 (BP Service Item)
16. Double-click on view Assignment of Business Transaction Categories.
17. Highlight transaction category Sales and double-click on view Customizing Item.
18. Maintain the following values (and keep the others unchanged):
Field NameEntry
Item CategoryYRVM (BP Service Part)
Billing Data/Credit
Bill. RelevanceExternal Billing
Int. BillingExternal
19. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Category Determination
2. Choose New Entries.
3. Maintain the values as shown in the following tables:
Field nameUser action and values
Trans. TypeYTSV (BP Service Order)
Item Cat. GroupLEIS
Item Category Determination
Item CategoryYSRP (BP Service Item)
4. Choose Save and Back.
5. Choose a customizing request if required.
6. Choose New Entries.
Field nameUser action and values
Trans. TypeYTSV (BP Service Order)
Item Cat. GroupNORM (Sales Item)
Item Category Determination
Item CategoryYRVS (BP Service SalesItem)
Alt. itm cat.1TAN (Sales Item)
7. Choose Save and Back.
8. Choose New Entries.
Field nameUser action and values
Trans. TypeYTSV (BP Service Order)
Item Cat. GroupNORM (Sales Item)
Main item cat.YSRP (BP Service Item)
Item Category Determination
Item CategoryYRVM (BP Service Part)
Alt. itm cat.1TAN (Sales Item)
9. Choose Save and Back.10. Choose New Entries.
Field nameUser action and values
Trans. TypeYTSV (BP Service Order)
Item Cat. GroupSRVM (Service Material)
Item Category Determination
Item CategorySRVM (Service Part)
Alt. itm cat.1SRVM (Product)
11. Choose Save and Back
12. Choose New Entries.
Field nameUser action and values
Trans. TypeYTSV (BP Service Order)
Item Cat. GroupSRVO (Service Item)
Item Category Determination
Item CategoryYSRP (BP Service Item)
13. Choose Save and Back.
14. Choose New Entries.
Field nameUser action and values
Trans. TypeYTSV (BP Service Order)
Item Cat. GroupSRVP (Service Product)
Item Category Determination
Item CategoryYSRP (BP Service Item)
15. Choose Save.
16. Choose Back twice.
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
1. Access the activity using one of the following navigation options:
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):
Field nameUser action and values
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.
7. Save your entries and select a customizing request if required.
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
12. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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:
Field nameUser action and 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.
6. Save your entries and select a customizing request if required.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP ERP IMG menuSales and Distribution ( Sales ( Sales Documents ( Sales Document Item ( Assign Item Categories
2. Choose New Entries.
3. Maintain the values as shown in the following table (using the input help):
Field nameUser action and values
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
4. Save your entries and select a customizing request if required.
5. Choose Back.
6. Search for the following entry and enter only YRVS as additional manual item category.
Field nameUser action and values
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
7. Save your entries.
8. Choose Back twice.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management Transactions Basic Settings Define Transaction Types
2. Select transaction type SRVQ 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).
3. For view Definition of transaction types maintain only the following values (and keep the others unchanged):
Field nameUser action and values
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:
Field nameUser action and values
Transaction TypeYSOQ - BP Service Quotation
General
Category202 Telephone call
7. Double-click on folder Assignment of Business Transaction Categories.
8. Select transaction category Sales and double-click folder Customizing header.
9. Maintain only the following values (and keep the others unchanged):
Field nameUser action and values
Pricing Data
Doc. Pric. Proc.ERP Service Pricing
10. Save your entries.
3.1.4.2 Selecting Relevant Transaction Types for Service Order Quotation
Use
In this process, you select the transaction types you want to use.Procedure
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
2. Set the following transaction types to Inactive:
Trans. TypeDescriptionDescriptionInactive
SRVPPackage QuotationPackage Service Order QuotationX
SRVQOrder QuotationService Order QuotationX
You can find the transaction types by choosing Position and entering the Transaction Type you are looking for.
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
1. Access the activity using one of the following navigation options:
Transaction codeSPRO
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 Category Determination
Item CategorySRQP (Service)
3. Choose Save and Back.
4. Choose a customizing request if required.
5. Choose New Entries.
Field nameUser action and values
Trans. TypeYSOQ (BP Service Quotation)
Item Cat. GroupNORM (Sales Item)
Item Category Determination
Item CategorySRQS (Sales Item)
Alt item cat. 1SRQM (Service Part)
6. Choose Save and Back.
7. Choose New Entries.
Field nameUser action and values
Trans. TypeYSOQ (BP Service Quotation)
Item Cat. GroupNORM (Sales Item)
Main Item Cat.SRQP (Service)
Item Category Determination
Item CategorySRQM (Service Part)
8. Choose Save and Back.
9. Choose New Entries.
Field nameUser action and values
Trans. TypeYSOQ (BP Service Quotation)
Item Cat. GroupSRVM (Service Material)
Item Category Determination
Item CategorySRQM (Service Part)
Alt item cat. 1SRQS (Sales Item)
10. Choose Save and Back.
11. Choose New Entries.
Field nameUser action and values
Trans. TypeYSOQ (BP Service Quotation)
Item Cat. GroupSRVO (Service Item)
Item Category Determination
Item CategorySRQP (Service)
12. Choose Save and Back.
13. Choose New Entries.
Field nameUser action and values
Trans. TypeYSOQ (BP Service Quotation)
Item Cat. GroupSRVP (Service Product)
Item Category Determination
Item CategorySRQP (Service)
14. Choose Save and Back.
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:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
2. Select transaction type SRVC 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).
3. For folder Definition of transaction types maintain only the following values (and keep the others unchanged):
Field nameUser action and values
Trans. TypeYCON BP Confirmation (EN);YCON BP Rckmeldung (DE)
General
DescriptionBP Confirmation(EN);BP Rckmeldung (DE)
Profiles
Date ProfileSRV_HEADER01
4. Save your entries and choose a customizing request if required.
ResultThe new transaction type for service confirmations is defined.
3.1.5.2 Selecting Relevant Transaction Types for Service Confirmation
Use
In this process, you select the transaction types you want to use.Procedure
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
2. Set the following transaction types to Inactive:
Trans. TypeDescriptionDescriptionInactive
LSRCFSL Service Confirm.FSL Service ConfirmationX
SRVCConfirmationService Completion ConfirmationX
You can find the transaction types by choosing Position and entering the Transaction Type you are looking for.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Categories
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).
Item Category for Service Order Confirmation: Service Items
2. Select item category SVCP and choose Copy As .
3. Maintain the values as shown in the following table:
Field nameUser action and values
Item CategoryYSVP - BP Service Item (EN);YSVP - BP Serviceposition (DE)
General
DescriptionBP Service Item (EN);BP Serviceposition (DE)
Profiles
PartnerDetProcY0000007 (BP Service 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 CategoryYSVP (BP Service Item)
Billing Data/Credit
Bill. RelevanceA External Billing
Int. BillingExternal
7. Save your entries.
Item Category for Service Order Confirmation: Service Parts
8. Select item category SVCM and choose Copy As .
9. Maintain the values as shown in the following table:
Field nameUser action and values
Item CategoryYVCM - BP Service Part (EN);YVCM - BP Serviceteil (DE)
General
DescriptionBP Service Part (EN);BP Serviceteil (DE)
Profiles
PartnerDetProcY0000007 (BP Service Item)
10. Double-click on view Assignment of Business Transaction Categories.
11. Highlight transaction category Sales and double-click on view Customizing Item.
12. Maintain the following values (and keep the others unchanged):
Field NameEntry
Item CategoryYVCM (BP Service Part)
Billing Data/Credit
Bill. RelevanceA External Billing
Int. BillingExternal
13. Save your entries.
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.
Procedure1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Category Determination
2. Choose New Entries.
3. Maintain the values as shown in the following table:Field nameUser action and values
Trans. TypeYCON (BP Confirmation)
Item Cat. GroupLEIS
Item Category Determination
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)
Item Cat. GroupNORM (Sales Item)
Main item cat.YSVP (BP Service Product)
Item Category Determination
Item CategoryYVCM (BP Service Material)
8. Choose Save.
9. Choose Back twice.
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
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 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):
Field nameUser action and values
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.
7. Save your entries and select a customizing request if required.
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
12. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
2. Select the standard transaction type SC (SAP Standard Service Contract) 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).
3. Maintain only the values as shown in the following table (to get all input fields choose Enter while entering the data):
Field nameUser action and values
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)
4. Save your entries.
Result
The new transaction type for creating SLA contracts is defined.
3.1.6.2 Selecting Relevant Transaction Types for Service Contract
Use
In this process, you select the transaction types you want to use.Procedure
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Transaction Types
2. Set the following transaction types to Inactive:
Trans. TypeDescriptionDescriptionInactive
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
You can find the transaction types by choosing Position and entering the Transaction Type you are looking for.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Categories
2. Select item category SCN - Service Contract Item 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).
3. Maintain the values as shown in the following table:
Field nameUser action and values
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.
5. Choose a customizing request if required.
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.
Procedure1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Define Item Category Determination
2. Choose New Entries.
3. Maintain the values as shown in the following table.
Field nameUser action and values
Trans. TypeYSC (BP SLA Serv.Contract)
Item Cat. GroupSRVP (Service Product)
Item Category Determination
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.
7. Maintain the values as shown in the following table:
Field nameUser action and values
Trans. TypeYSC (BP SLA Serv.Contract)
Item Cat. GroupSRVO (Service Item)
Item Category Determination
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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:
2. Choose New Entries.
3. Maintain the values as shown in the following table (and leave the other fields empty):
Field nameUser action and values
Source trans.YSC (BP SLA Serv.Contract)
Trans. typeYTSV (BP Service Order)
4. Choose Save.
5. Choose a customizing request if required.
6. Choose Back.
Copy Control Service Order ( Service Confirmation:
7. Choose New Entries.
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:
11. Choose New Entries.
12. Maintain the values as shown in the following table (and leave the other fields empty):
Field nameUser action and values
Source trans.YSOQ (BP Srv. Ord. Quotat.)
Trans. typeYTSV (BP Service Order)
General Control
Copy item number
Copy Price Agreements
13. Choose Save.
14. Choose Back twice.
3.1.7.2 Defining Copy Control for Item CategoriesProcedure
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Copying Control for Business Transactions ( Define Copying Control for Item Categories
2. Choose New Entries.
3. Maintain the values as shown in the following tables ((and leave the other fields empty):
Field nameUser action and values
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
Field nameUser action and values
Source Item Cat.YSCN (BP SLA Contract Item)
Target item cat.YRVS (BP Service SalesItem)
Copy Item Categories - General Control Data
Copy conditionsDo not copy conditions
Price Agreements
Field nameUser action and values
Source Item Cat.YSCN (BP SLA Contract Item)
Target item cat.SRQP (Service)
Copy Item Categories - General Control Data
Copy conditionsDo not copy conditions
Price Agreements
Field nameUser action and values
Source Item Cat.YRVS (BP Service SalesItem)
Target item cat.SVCP (Service Product)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.YRVS (BP Service SalesItem)
Target item cat.YRVS (BP Service SalesItem)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.YSRP (BP Service Item)
Target item cat.SVCP (Service Product)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.YSRP (BP Service Item)
Target item cat.YSVP (BP Service Product)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.YSRP (BP Service Item)
Target item cat.YSRP (BP Service Item)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.YRVM (BP Service Part)
Target item cat.YVCM (BP Service Material)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.SRQP (Service)
Target item cat.YSRP (BP Service Item)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.SRQS (Sales)
Target item cat.YRVS (BP Service SalesItem)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
Field nameUser action and values
Source Item Cat.SRQM (Service Material)
Target item cat.YRVM (BP Service Material)
Copy Item Categories - General Control Data
Copy conditionsCopy all conditions
4. Choose Save.
5. Select a customizing request if required.
6. Choose Back twice.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management ( Transactions ( Basic Settings ( Copying Control for Business Transactions ( Define Item Category Determination when Copying
Service Contract ( Service Confirmation:
2. Choose New Entries.
3. Maintain the following data:
Field nameUser action and values
Source Item Cat.YSCN (BP SLA Contract Item)
Tgt Trans. TypeYCON (BP Confirmation)
Target item cat.SVCP (Service Product)
4. Save your entries.
5. Choose Back.
Service Quotation ( Service Order:6. Repeat the steps for the following entries:
Field nameUser action and values
Source Item Cat.SRQP (Service)
Tgt Trans. TypeYTSV (BP Service Order)
Target item cat.YSRP (BP Service Item)
Field nameUser action and values
Source Item Cat.SRQS (Sales)
Tgt Trans. TypeYTSV (BP Service Order)
Target item cat.YRVS (BP Sales Item)
Field nameUser action and values
Source Item Cat.SRQM (Service Material)
Tgt Trans. TypeYTSV (BP Service Order)
Target item cat.YRVM (BP Service Part)
Service Order ( Service Confirmation:7. Repeat the steps for the following entries:Field nameUser action and values
Source Item Cat.YSRP (BP Service Item)
Tgt Trans. TypeYCON (BP Confirmation)
Target item cat.YSVP (BP Service Item)
Field nameUser action and values
Source Item Cat.YRVM (BP Service Part)
Tgt Trans. TypeYCON (BP Confirmation)
Target item cat.YVCM (BP Service Part)
8. Save your entries.
3.1.7.4 Maintaining SMARTFORMS for Print Action
Procedure
1. Access the activity using the following navigation option:
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 nameUser action and values
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 nameUser action and values
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
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:
Field nameUser action and values
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:
Field nameUser action and values
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):
Field nameUser action and values
Form NameYBP_CRM_ORDER_SERVICE
14. Save your entries.
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:
Field nameUser action and values
OutputDeviceLOCL
9. Save your entries.
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
1. Access the activity using the following navigation options:
Transaction codeSPRO
SAP CRM IMG menuCustomer Relationship Management Transactions Basic Settings Define Transaction Types
2. Select transaction type YSOQ and choose Details.
3. Maintain only the following values (and keep the others unchanged):
Field nameUser action and values
Profiles
Action ProfileYBP_SERVICE_ORDER
4. Save your entries and select a customizing request if required.
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
1. Access the activity using the following navigation options:
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:
Field nameUser action and values
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