In-House Repair Orders

You create an in-house repair order within complaints processing if a customer wants to send in or bring in a defective product for repair. You can enter in-house repair orders in the Customer Relationship Management WebClient user interface (CRM WebClient UI).

Integration
SAP CRM
The in-house repair order is integrated with service processes and sales transactions. This means you can create in-house repair orders as follow-up transactions and thereby transfer the data from each preceding transaction. A complaint can precede an in-house repair order, but this is not necessarily the case. In-house repair processing is integrated with

Actions.

SAP ECC
For detailed information about the data exchange between CRM systems and integrated Enterprise Resource Planning (ERP) systems, see Data

Exchange for Complaints: SAP CRM SAP

ECC.

Features Note
In addition to the complaint functions, the following functions are available in the in-house repair order. Returns item and allocation of a unique return material authorization (RMA) number After creating a returns item to show that a consignment of goods is expected from the customer and then saving the in-house repair order, a unique return material authorization (RMA) number is allocated. The unique RMA number is made up of the in-house repair order number and the item number of the returns item.

By saving the in-house repair order, SAP CRM replicates the order for logistical purposes in SAP ERP Central Component (SAP ECC). The returns item of the in-house repair order is replicated as a returns request item in a sales order in SAP ECC. Then, a sales order with the same transaction ID as in SAP CRM exists in SAP ECC. In this way, the unique RMA number is also available in SAP ECC. The customer receives the unique RMA number, which he or she can then use to send in the products for repair. After the returns delivery is received, you can use the RMA number to directly assign the product sent in for repair to the repair order. Diagnosis The creation of a diagnosis item shows that the defective part should be inspected after the returns delivery. After the returns delivery is received and the technical analysis (diagnosis) is performed, you can document the result as follows: o By filling in an HTML page that is available for the diagnosis item and header data in assignment block Questionnaires. You can tailor the HTML page to your needs. o Using Categorization

Planning repair services and service parts with pricing If the product is repaired, you create repair items and service part items for the in-house repair order, if necessary. You can also use the service

order template for this purpose. The system determines

the prices for each repair item. Pricing is influenced by the following parameters: o o o Services or service parts that are covered by an existing warranty Reductions for customers Customer-specific prices (discounts) that are covered by the service contract

Tools You can add tool items as subitems of a repair item. For more information, see Tool.

Availability information Availability information informs you whether the service parts are currently in stock. Each service part item generates a reservation in the back end system, which can be used to trigger an early procurement process.

Cost estimate You can change service part items or service items into quotation items by clicking Recreate quotation item in item processing. The hidden system status Quotation is deleted in the background. Then you can use theScheduled Actions assignment block to print the quotation and send it to the customer.

If the customer rejects the quotation, you either delete the item or you change the status to Completed and use an appropriate action to allow the defective item either to be shipped back to the customer or to be scrapped. When you set the status to Completed, the hidden system status Quotation is deleted. If the customer accepts the quotation, choose Accept Quotation. At the same time, the hidden system status Quotation is deleted. Confirmation of working times and service parts Following the repair, the service representative confirms the actual working time and service parts used. The withdrawal of service part items in the confirmation updates the stock levels at the relevant repair center. All the confirmation items relevant for controlling will update the related controlling object. Within the confirmation, you can differentiate between the service type, valuation type, and internal bill-to parties. The service type enables you to differentiate between the internal costs for services performed by a skilled employee and those performed by a trainee. You can use accounting indicators to distribute the incurred costs to different bill-to parties. For more information, see Service Delivery of product Following the repair, you create a return delivery item. Loan device management During a repair, you can send loan devices to your customers to bridge the gap during long repair times. The repair order manages the loan devices.

Confirmations.

Creation of In-House Repair Order

Purpose
You create in-house repair orders if a customer brings or sends goods in for repair. You can create in-house repair orders in the SAP GUI for Windows, in the PC UI, and in the Interaction Center (IC) WinClient.

Prerequisites
You have made all necessary settings in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints. Transaction Types and Item Categories You have defined the transaction types and item categories. The transaction types and item categories for in-house repair orders are predefined as follows in the standard system: Transaction Types Item Categories

REPA SAP repair

RREQ Repair request REPA Repairs RMAT SAP service material item DGNS Diagnosis item LOAN Loan device delivery LRET Loan device pick-up RSUB Return for repair RRET Repaired goods delivery SCRP Scrapping

If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify them. For more information, see the Implementation Guide (IMG) for Customer Relationship Management and choose Transactions Basic Settings Define Transaction Types and Define Item Categories. Make the following settings for delivery-relevant items:
On the Definition of Item Categories screen: In field Assign BW/CO: Sales On the Customizing Item screen: In field Bill. Relevance: External billing

Copying Control If you want to create in-house repair orders with reference to service processes or sales transactions, you must define this in Customizing.

These settings are already available if you use the standard transaction types delivered by SAP. For more information, see Copying Business Transactions.

Action Profiles and Assigned Actions You have completed Customizing for actions:
You have defined action profiles and actions for both transaction types and item categories in

Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions.
You have assigned the action profile to the transaction type and item categories using the following

IMG activities: Customer Relationship Management Basic Functions Actions Actions in Transaction Assign Action Profile to the Business Transaction Type and Assign Action Profile to the Item Category.
You have defined the schedule condition and start condition for each action definition using the

following IMG activity: Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Conditions. The action profiles and assigned actions available in the standard system include: Technical Name of Description of Technical Name of Description of Action

Action Profile REPAIR_REQUEST

Action Profile Repair request

Action REPAIR_RETURN REPAIR_DIAGNOSIS Return for repair Diagnosis Repair Repairs + service parts Loan device Scrapping Service part item Loan device pick-up Delivery: repair

REPAIR_DIAGNOSIS_R ESULT_ITEM

Repair: result of diagnosis (item)

REPARATUR REPARATUR_WKF REPAIR_LOAN_DEVICE REPAIR_SCRAP

REPAIR_ITEM REPAIR_LOAN_DEVICE REPAIR_RETURN

Repair item Repair loan device item Return for repair

REPAIR_SPARE_PART REPAIR_LOAN_DEVICE _PICK_UP REPAIR_RETURN_DELI VERY

If the action profiles delivered by SAP do not meet all your needs, you can define your own actions in Customizing. Buttons for Actions You have defined the labels and icons for the buttons for the actions of the main item in Customizing for Customer Relationship Management by choosing Customer Relationship Management Transactions Settings for Complaints Define Pushbuttons for Actions. Questionnaire for the In-House Repair Order
You have defined the questionnaire for the diagnosis report in Customizing, by choosing

Customer Relationship Management Transactions Settings for Complaints Questionnaire for Complaints Define Questionnaires.
You have assigned the questionnaire for the diagnosis report to item category diagnosis (DGNS) in

Customizing by choosing Customer Relationship Management Transactions Settings for Complaints Questionnaire for Complaints Define Determination for Questionnaires. Scrapping Items in the In-House Repair Order For the item category for scrapping (SCRP), you have defined the parameters for the goods movement from the sales order stock in Customizing by choosing Customer Relationship Management Transactions Settings for Complaints Integration Logistics Integration Define Transfer Parameters for the Goods Movement. Data Exchange for In-House Repair Orders: CRM Enterprise SAP ERP For the prerequisites for the data exchange between CRM Enterprise and SAP ERP, see the "Prerequisites" section of Data Exchange for Complaints: CRM Enterprise SAP ECC.

Process Flow
Creating In-House Repair Orders You can create in-house repair orders with or without reference to a sales transaction or a service process. If you want to create a document with reference to a preceding document, call this document up and use the Create Follow-Up Transaction button to create an in-house repair order.

Items are only copied if they have a valid status. This means that the system offers you the items contained in the preceding document so that you can decide which items you want to transfer to the in-house repair order. Then specify the reason or reasons for the in-house repair order. The fields Defect Class and Quality Defect are automatically filled according to the settings in Customizing. The number of defects is set to 1 by default. You can change the values for the quality defect and the number of defects. If there is a serial number available on the product, enter it in the in-house repair request. For more information about serial number entry, see Serial Number Entry in Complaints and Returns. You can use actions to trigger a variety of subsequent processes from the in-house repair order. How you use the actions depends on your business process.

If you set the in-house repair order to status Completed, all subitems are automatically set to status Completed.

Serial Number Entry in Complaints and Returns

Use
You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated. It is possible to enter serial numbers in all SAP Customer Relationship Management (SAP CRM) channels (SAP graphic user interface (SAP GUI) for Windows, Interaction Center (IC) WinClient, IC WebClient, e-service, mobile service) and in the People-Centric UI.

Prerequisites
You have either entered the serial number information in the product master, or you have replicated

the material master data from SAP ECC to SAP CRM. In SAP GUI, you can use the field for serial number processing on the Material tab page to enter and display serial numbers. Possible values include: 0 Default value 1 Input possible, but no comparison checks against master data 2 Check individual object in CRM 3 Check individual object and serial number in CRM 4 Check for serial number in SAP ECC

To activate the field for use (set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING), you can use SAP Note 824780.
To improve performance during validation of the specified serial numbers by comparing them with

the serial numbers in the system, we recommend creating an index for fields TYPE_OBJECT and SERIAL_NUMBER for the CRMD_SRV_REFOBJ table.

Features
Maintaining Serial Number Information
The serial number information indicates whether serial numbers are relevant for a certain product, and how a serial number created in a document should be validated. You can use SAP GUI for Windows or People-Centric UI to enter serial number information in SAP CRM in the product master on the Material tab page. You can also get the serial number information by replicating the material master data from SAP ECC to SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). A material is serial number-relevant if a serial number profile is defined at plant level in SAP ECC, and the goods movement requires a serial number to be entered. In SAP CRM, you can overwrite this replicated information. The serial number information is replicated from SAP CRM to the mobile client as part of the product master data.

Maintaining Serial Numbers

You have the following options for maintaining serial numbers:
You represent serial numbers in SAP CRM as individual objects by entering them in SAP CRM. You maintain serial numbers in SAP ECC and replicate them to SAP CRM

You can replicate serial numbers that are not linked to equipment from SAP ECC to SAP CRM. The serial numbers appear in SAP CRM as individual objects. Serial Number Download, Replicate Serial Numbers from SAP ECC to

For more information, see mySAP CRM and

Replicate Serial Number Configuration from SAP ECC to mySAP CRM.

You can replicate equipment that can be assigned to serial numbers from SAP ECC to SAP CRM. The pieces of equipment are represented in SAP CRM as individual objects of an installed base.

For more information, see Replicating Equipment Between SAP CRM and SAP ECC and Replication of Equipment Configuration Between SAP CRM and SAP ECC.
You maintain the serial numbers exclusively in SAP ECC.

Entering Serial Numbers in SAP CRM Documents

You can enter serial numbers manually for complaints, returns, and in-house repair orders in SAP

GUI for Windows and in the IC WinClient. For complaints and in-house repair orders, you can use the Serial Number field in the Fast Entry. You can enter other serial numbers or serial numbers for returns as item details on the Objects tab page.
For complaints, returns, and in-house repair orders in the People-Centric UI, you can enter serial

numbers manually. For complaints and in-house repair orders, you can use the serial number field

for the main item on the General tab page. You can enter other serial numbers or serial numbers for returns as item details on the Objects tab page.
You can enter serial numbers for complaints manually using the mobile client. You can enter serial numbers for complaints and returns manually using e-service.

Checking the Serial Numbers Entered in the Documents

The checks available in the standard system are listed below. You can use the Business Add-In (BAdI) Check Reference Objects (CRM_SERVICE_OS_BADI) to tailor these checks to your needs. You can find this BAdI in Customizing for Customer Relationship Management by choosingTransactions Settings for Sales Transactions Business Add-Ins.
As you enter the product, depending on the value in the serial number processing field in the

product master, the system checks whether serial numbers can or must be entered: 0: It is not possible to enter serial numbers; the entry field is not available for input 1: Serial number entry is allowed 2,3 and 4: Serial number entry is required

After the serial number is entered, the system ensures that the product is not changed any more. Quantity check:

The system compares the number of serial numbers that were entered to the item quantity.
Check serial numbers for accuracy:

Check in a return that was created with reference to a recall: The serial numbers that were entered in the return must be in the recall (product service letter).

The serial numbers that were entered must not have been entered in another return for the same recall. For more information about recalls, see Service Recall Processing: Returning Service Parts. Depending on Customizing in the product master (field for serial number processing), the existence of serial numbers is checked as follows:

0: No checks 1: No master data or quantity check 2: Check whether serial number exists in SAP CRM in an individual object. 3: Check according to points 2 and 4

4: Check of serial numbers in SAP ECC: the product is at a customer site rather than in the warehouse.

The serial number must not have been entered already in the same document.

Replicating Serial Numbers Entered in Documents from SAP CRM to SAP ECC
A returns request item in a complaint or in-house repair order is replicated to SAP ECC as a returns request item in a sales order. If you activated returns request item is replicated in a delivery. Additional Functions for Service Parts Management, the

The list of serial numbers is not replicated. This means that serial numbers cannot be verified at goods receipt.

Data Exchange for Complaints: CRM Enterprise SAP ECC

Use
Data is transferred to SAP Enterprise Resource Planning Central Component (SAP ECC) using CRM Integration Services. This triggers subsequent processes for the complaints, returns, and in-house repair orders created in SAP CRM. Data from complaints, returns, and in-house repair documents is transferred to the different SAP ECC components as follows:

SAP CRM Documents Returns request Returns authorization Substitute delivery Other follow-up documents (debit/credit memos, actions, tasks) Billing for credit/debit

Data Entered In SAP ECC Returns item in sales order Returns item in sales order Sales order item No data transfer

ECC Component SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) -

Credit posting/Debit posting Revenues

SAP Financial Accounting (SAP FI) SAP Controlling (SAP CO) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Sales and Distribution (SAP SD) SAP Materials Management (SAP MM) SAP Materials Management (SAP MM)

Return for repair Return delivery Loan device delivery Loan device pick-up Scrapping Service part item

Repair submission item in sales order Return delivery item in sales order Loan device delivery item in sales order Loan device pick-up item in sales order Goods reposting from the sales order stock Reservation

Prerequisites
Customizing in SAP CRM for Items That Are Replicated in an SAP ECC Sales Order
You have defined the transaction types and item categories. For more information, see the

Implementation Guide (IMG) for Customer Relationship Management and choose Transactions Basic Settings Define Transaction Types. The following transaction types are predefined in the standard system: CRMC CRMR REPA CLRP UUPR UPRR REN Complaints Returns Repair Complaint with reference to billing document Returns for new parts/remanufactured parts Used part returns

The following item categories are predefined in the standard system: Returns request Free-of-charge substitute delivery Return for repair Repaired goods delivery Loan device delivery Loan device pick-up Returns authorization TANN RSUB RRET LOAN LRET RAIN -

If these objects do not meet your requirements, you can modify them or define new ones.
You have ensured that the following Customizing settings in SAP CRM and SAP Sales and

Distribution are identical: Transaction type (SAP CRM) and sales document type (SAP ECC) identifiers Item categories External number assignment for returns requests and substitute delivery items with identical number ranges

There is no automatic check to see whether the Customizing settings in SAP CRM match those in SAP ECC.
You have made the necessary Customizing settings for SAP CRM Billing.

Customizing in SAP ECC for Items That Are Replicated in an SAP ECC Sales Order
You have set up your shipping and inventory processes in Customizing. You have set up your financial accounting and controlling processes in Customizing.

For detailed information about Customizing for controlling, see

Data Exchange for Service Process.

Customizing for Scrapping Items in SAP CRM For the item category for scrapping (SCRP), you have defined the parameters for the goods movement from the sales order stock. To do so, in Customizing for Customer Relationship Management (CRM), choose Transactions Settings for Complaints Integration Logistics IntegrationDefine Transfer Parameters for the Goods Movement. Customizing for Service Parts Delivery in SAP CRM
The RMAT item category is predefined in the standard system. For the scenario service parts at the service employees storage location, you have defined which

plant and which storage location at this plant are assigned to a combination of service organization, service team, and service employee.
You have set up the Business Add-In: Filter for Reservation so that the items relevant for

reservation are transferred for reservation in SAP ECC. Customizing for Service Parts Delivery in SAP ECC
You have created logistics scenarios in SAP ECC. A controlling object (internal order) must be found for the reservation in SAP ECC. You have

therefore made the necessary settings in Customizing in SAP ECC by choosing Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type, Level, and Scenarios. Complaints/Returns Document and In-House Repair Order
The document contains at least one item.

Document headers on their own are not replicated to SAP ECC.

The document was saved without error messages. No distribution locks were set for the document.

Features
The following are replicated to SAP ECC:

Returns requests (REN) Substitute delivery items (TANN) Submissions for repair (RSUB) Repair return deliveries (RRET) Loan device deliveries (LOAN) Loan device pick-up requests (LRET) Returns authorizations (RAIN) Even if the complaint/return/complaint with reference to billing documents or the in-house repair order contain different items, only one sales order is created in SAP ECC. This is because the document in SAP ECC is used primarily to trigger subsequent logistics processes.
Some of the logistics information is transferred back to SAP CRM from SAP ECC so that you can

display the following details relating to a complaint/return or in-house repair order: Status information (such as return, substitute delivery sent, or partially sent) Document flow (such as shipping, goods issue and goods receipt)

Quantity delivered

Changes to returns items and substitute deliveries can only be made in the system in which they

were created. In SAP CRM, you have the option of changing documents for which data has already been transferred. Your changes are then automatically transferred to SAP ECC. For more information, see Business Transactions Transferred to SAP ECC.
Scrapping

Changing

The scrapping item is used to post a goods issue in SAP ECC, which reduces the sales order stock.
Service Parts Planning in the Sales Order

You can call up availability information for service part items in SAP ECC. The availability information checks the planned quantity against the stock available in the assigned service plant. When the document is saved, a reservation, purchase order, or purchase requisition is created in SAP ECC for the service part item, depending on the logistics scenario that is set. Goods withdrawal follows in the confirmation, according to the logistics scenario that is set. For more information about logistics integration and logistics scenarios, see Logistics Integration.

Activities
1. ...

1.

1. The system uses the item object type to determine whether data should be transferred to SAP ECC, and then executes the data replication. Only items with the following item object types are replicated: returns requests, substitute deliveries, repair submissions, repair return deliveries, loan device deliveries, loan device pick-up requests, and returns authorizations. Items with the item object type CRM Customer Complaints Item are not replicated. The subitems created in SAP CRM (item categories REN, TANN, RSUB, RRET, LOAN, LRET, and RAIN) are replicated to SAP ECC as main items. 2. The distribution status of the complaints document or returns document and of the in-house repair order shows whether the data exchange was performed successfully. Errors and warning messages relating to the data transfer are listed in a log.

2.

For more information about statuses, see 3.

Status Management in Business Transactions.

3. You manually create goods receipts and goods issues in SAP Sales and Distribution for returns requests, substitute deliveries, repair submissions, return deliveries, loan device deliveries, and loan device pick-up requests. This triggers the automatic posting of receivables in SAP Financial Accounting (SAP FI), and the posting of the profitability segment in SAP Controlling (SAP CO). If you post a goods receipt in SAP ECC, the status of the relevant CRM transaction item is automatically updated so that you can identify that a goods receipt has occurred.

4.

The schedule line category and the assigned transaction type are used in SAP SDto control whether a returns item is posted directly to the unrestricted-use stock, or whether it is first posted to the inspection stock. If you are using the Warehouse Management System in SAP SD, picking occurs using transport orders (transaction LT03). 4. If you generate billing documents for debit memos or credit memos created in SAP CRM, the billing amounts are posted in SAP FI. Revenues are posted to the relevant profitability segment in SAP CO.

See also: For more information about the subsequent processes for complaints and returns in SAP ECC, see SAP Library (help.sap.com) and choose Logistics Sales and Distribution (SD) Sales (SDSLS) Complaints. For more information about possible errors that could occur during data exchange for business transactions and information about correcting errors, see SAP Note 490932.

Logistics Integration
Use
Logistics integration merges the following business processes in SAP CRM with processes in SAP R/3:

Logistics Integration in the Procurement Process Logistics Integration in the Material Withdrawal Process Logistics Integration in Delivery-Relevant Processes Logistics Integration in the Scrapping Process

Logistics Integration in the Procurement Process

Use
You can use the logistics integration in the procurement process to trigger procurement in Online Transaction Processing (OLTP) to ensure that the necessary items are available at the correct location. For example, this process would be useful for triggering procurement of spare parts or external services that were planned in service orders or in-house repair orders. Depending on whether the spare part is already in stock or whether it first needs to be procured or even manufactured, you carry out different processes (logistics scenarios). You can use the following logistics scenarios for procurement of materials and services: Reservation of Materials Purchase Requisitions for Materials Purchase Orders for Services and Materials

Features
You can define how the logistic scenario is determined. You have the following options: If you use the standard implementation of BAdI: Determination of Logistics Scenario for Procurement of Materials and Services, the logistics scenario is defined according to the following criteria: transaction type, item category, and service organization. For each combination, you can indicate the desired logistics scenario from the following scenarios: reservation, purchase requisition, or purchase order. You can also allow the OLTP system to determine the logistics scenario for a combination of these criteria. You can define the logic you want the system to use when determining the logistics scenario with BAdI: Determination of Logistics Scenario for Procurement of Materials and Services.

Document data that the OLTP system creates for the logistics scenario are returned to SAP CRM. You can use the document flow to display information from the documents in the OLTP system in the corresponding order. In this way, you can track the processing status of each individual item.

Prerequisites
You have created a hierarchy for spare parts in the product master data and have assigned this hierarchy to the Purchasing application. You have assigned this hierarchy to the products that you want to manage as spare parts. You have made the necessary settings in Customizing: For more information, see Customizing for Logistics Integration in Procurement. You can make these settings in Customizing for Customer Relationship Management by choosing Transactions Settings for Service Processes Integration Logistics Integration.

Activities
A separate tab page is available under the item details in the service order for entering spare part items or services.
2. 3. ... ...

5. 6. 7.

1. Create a service order or in-house repair order.. 2. Enter the product ID of the spare part or the service, as well as the required quantity. 3. Save the order. The system determines the logistics scenario, depending on your settings in Customizing.

Logistics Integration in the Material Withdrawal Process

Use
You use this function if you want to use the integration of the material withdrawal process between SAP CRM and the SAP ECC backend.

Prerequisites
You are using Inventory Management (MM-IM). You have maintained the following activities in Customizing for SAP ECC. Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Logistics Integration Create and Change Logistics Scenario for Material Withdrawal Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type, Level, and Scenarios

You can reach the activities in CRM Customizing by following the path Transactions Settings for Service Processes Integration Set Up Time Sheet and Controlling Integration.

You have performed Customizing for the following master data:

You have created movement type 291 (W). You have created a consignment store for each of the scenarios: Employee Consignment Stock and Customer Consignment Stock To find the employee consignment stock, you have created a customer master record and assigned this in Sales Area Data Partner Functions to the employee personnel number from SAP Human Resources (SAP HR).

In Customizing for SAP CRM, you have maintained the following activities by choosing Customer Relationship Management Transactions Settings for Complaints/Settings for Service Processes Integration:

Assign Plant and Storage Location to Service Organizational Units Business Add-In: Determination of Plant and Storage Location

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

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

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

Business Add-In: Filter for Reservation

To enable SAP ECC to create a reservation for a spare part, the item category must be configured to permit this. Use the Relevant for Reservationindicator in the Business Add-In for this purpose. You have defined transaction types and item types with the following activity in the Customizing: Customer Relationship Management Transactions Basic Settings Define Transaction Types and Define Item Categories.

The following transaction type and item category are delivered in the standard system for spare part delivery: Transaction Types REPA SAP repair Item Categories RMAT Spare Part Item

In the standard system, there is no Customizing for the sale of spare parts in the service order. If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify them.

You have performed Customizing for the following master data:

If you activate the implementation Plant/Storage Loc.Determ.from Service Org.R/3 Plan.Plant in the Business Add-In Determination of Plant and Storage Location, you must enter the SAP ECC planning plant for the service organization. To find the employee consignment stock, you have created an employee master record and assigned this in Identification to the employee personnel number from SAP HR.

Features
The integration of business transactions in CRM Service with SAP ECC provides you with the following options for service parts order fulfillment: Spare parts planning in the service order and in-house repair order using:

Availability information in SAP ECC Material reservation in SAP ECC

In the service confirmation document, you can confirm the materials used with reference to the reservation according to the logistics scenario. Logistics integration supports the following three logistics scenarios with the withdrawal of materials in SAP ECC and during confirmation in SAP CRM: Spare Parts at the Service Employees Storage Location

Each service employees stock is represented by a storage location in the service plant. The relevant plant and storage location are assigned from SAP ECC to a combination of service organization, service team, and service employee. Use the IMG activity Assign Plant and Storage Location to Service Organizational Units to make corresponding entries in the Orgfinder table. Spare Parts in the Service Employees Consignment Stock The service employees stock is managed as service employee consignment stock. Identification occurs using the service employees unique personnel number which is managed in the employee master record in SAP CRM, and in the customer master record in SAP ECC. When a goods movement is transferred to SAP ECC, the SAP ECC customer number is determined from the SAP CRM personnel number.

Spare Parts in the Customer Consignment Stock A stock of spare parts that is stored on the customers premises but does not belong to the customer (for example, construction site equipment) and is managed as customer consignment stock. The scenarios Spare Parts at the Service Employees Storage Location and Spare Parts in the Service Employees Consignment Stock are mutually exclusive. Spare Parts Planning in the Service Order and In-House Repair Order (Spare Part Item) Plan the required spare parts in the order independent of the scenario chosen. You can call up availability information for service part items in SAP ECC. The availability information checks the planned quantity against the stock available in the assigned service plant. The service plant is assigned in Customizing. The check results show the available quantity and the next available date. This information is only available until the service order is saved, because it is not possible to create temporary reservations during order processing. When the document is saved, a reservation for the spare part item is created for the service plant in SAP ECC. Spare Parts Fill-Up in SAP ECC Complete integration of the storage location fill-up between SAP CRM and SAP ECC is not available. The spare parts fill-up can only be triggered manually according to scenario. Scenario: Spare Parts at the Service Employees Storage Location After assigning a service employee in resource planning, there is currently no update of the reservation at the relevant service employees storage location. The communication and provision of planned spare parts for the correct service employee has to be done manually. Scenario: Spare Parts in the Customer or Service Employees Consignment Stock A method is available in SAP CRM that can be used to define an action to trigger the delivery of spare parts to the customer (consignment fill-up as a sales order in CRM). This sales order is then replicated in SAP ECC and can be delivered from there. However the reservation in SAP ECC is now unnecessary and you must set it manually to Completed.

Confirmation You enter the spare parts that were used in the confirmation. The relevant stocks are updated in SAP ECC. For more information about the confirmation of spare parts according to logistic scenario, see the Activities section in Data Exchange for Service Confirmation: CRM Online - SAP ECC.

Logistics Integration in Delivery-Relevant Processes

Use
You use this function if you want to use the integration of delivery-relevant processes between SAP CRM and the SAP ECC backend.

Prerequisites
You are using

Sales (SD-SLS).

You have performed Customizing for SAP ECC. You have created a sales document and sales items in SAP ECC with the same transaction type and same item categories as in SAP CRM. To do this you must perform both of the following activities: Sales and Distribution Sales Sales Documents Sales Document Header Define Sales Document Types. Sales and Distribution Sales Sales Documents Sales Document Item Define Item Categories.

None of the sales document types and sales item types corresponding to SAP CRM are delivered with the standard system. You have defined the item category usage. You access the activity by choosing either of the following:

Sales and Distribution Sales Sales Documents Sales Document Item Define Item Category Usage Sales and Distribution Sales Sales Documents Sales Document Item Assign Item Categories

You have defined transaction types and item types with the following activity in the Customizing for SAP CRM: Customer Relationship Management Transactions Basic Settings Define Transaction Types and Define Item Categories. The following transaction types and item categories delivered for SAP CRM in the standard system are relevant for deliveries: Transaction Types CRMC SAP Complaint Item Categories REN Returns request TANN Free of charge substitute delivery CRMR SAP returns TANN Free of charge substitute delivery LOAN Loan device delivery LRET Loan device pick-up RSUB Return for repair RRET Repaired goods delivery

COMP SAP Returns

REPA SAP Repair

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

Features
The following processes are delivery-relevant: Returns process Loan device process

Delivery process (returns process) and return delivery process in the context of an in-house repair Delivery-relevant processes in SAP CRM are replicated in a sales order in SAP ECC. In this way, an SAP ECC transaction corresponds to an SAP CRM transaction. Delivery-relevant transactions are triggered in SAP ECC. All transactions are replicated back to SAP CRM. This means that the document flow and status for each transaction (for example, creation of sales transaction, delivery, and posting of goods movement) are written in SAP CRM.

Logistics Integration in the Scrapping Process

Use
You use this function if you want scrap an item in the context of a repair in SAP CRM and want to use the integration of processes between SAP CRM and the SAP ECC backend to write off stock from the sales order stock.

Prerequisites
You have maintained the following activities in Customizing for SAP CRM. You are using Sales (SD-SLS). You have created the item category for scrapping for the repair transaction type. The transaction type in the standard system is REPA SAP Repair. The item category is SCRP For Scrap. If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify them. For more information, see the Implementation Guide (IMG) for Customer Relationship Management and choose Transactions Basic Settings Define Transaction Types. You have defined the parameters for the goods movement from sales order stock using the following activity in Customizing for the item category for scrapping: Customer Relationship Management Transactions Settings for Complaints/Settings for Service Processes Integration Define Transfer Parameters for the Goods Movement.

Features
In the context of a repair, if a part sent in is found to be too badly damaged that it not worth repairing, it is scrapped. For this purpose, create a subitem for the diagnosis (item category SCRP). This item category causes a goods movement to be posted in SAP ECC (movement type 551/E), which writes off the stock from the sales order stock.