Return Order in ECC from CRM service Order

ControlObjective is to enable CRM service order to create return order only when required.

Prerequisite –

·         CRM service order is functional.

·         CRM and ECC areintegrated.

·         ECC sales order is functional and has same name as CRM service order.

·         ECC sales order has external number range and CRM service order has internal number range.

Configuration –
IN CRM

Maintain Item category RET as alternative item category in CRM service order item category determination.

SPRO – CRM – Transaction – Basic Settings – Define Item category determination

Note: Maintain Usage as RERQ

Maintain copy control

SPRO – CRM – Transaction – Basic Settings – Copy control for Business transaction – Define Copy Control for Item Categories

Source Item Category	Z*(sales item category – copy of standard sales Item category)
Target Item Category	RET
Description	Damage Return
Copy Condition	D Copy all conditions

Define Action Profile

SPRO – CRM – Transaction – Basic Function – Actions – Actions in transaction- change action in condition -  Define action profile and actions

Create action profile

Action Profile	Z_order_Return
Description	Order Return
Category of Object Type	·         (Business Object Repository)
Object type name	BUS2000131
Context Class	CL_DOC_CONTEXT_CRM_ORDER

Save

Go to next level of configuration, click on Action Definition

Action Definition	Z_Damage_return
Description	Return
Processing time	3 Immediately
Processing time not permitted	No restrictions
Changeable in dialogue	*
Executable in dialogue	*
Display in tool bar	*
Determination Technology	Determination using Conditions that can be transported
Rule type	Workflow Conditions
Action Merging	Max 1 Unprocessed Action for each Action Definition

Go to next level of configuration, click on processing type

Assignment/ Change Using Value Help in List	Method call
Method	Copy_Item_Local

Click on Processing Parameters

Create

Element	ITM_Type_Usage
Name	ITM_Type_Usage
Short Description	ITM_Type_Usage
Tab Page Dtype
Structure	CRMT_ORDERADM_I_WRK
Field	ITM_TYPE_USAGE
Initial Value
	RERQ

Save

Element	ITM_Type
Name	ITM_Type
Short Description	ITM_Type
Tab Page Dtype
Structure	CRMT_ORDERADM_I_WRK
Field	ITM_TYPE
Initial Value
	RET

In ECC

Define Usage

SPRO – Sales and Distribution – Sales document type – Sales Document Item – Define Item Usage

Maintain – RERQ as usage

SPRO – Sales and Distribution – Sales document type – Sales Document Item – Assign Item Categories

Saty	ItCGr	Usg	Hlevlitca	DfItca	Mltca
Z*(sales order same as CRM service order type	Norm	RERQ		Z*(same as CRM item category)	RET

Maintain copy control for Return delivery for ECC sales order which is mapped to CRM service order

Logistic execution – shipping – copying control – specify copying control for deliveries

Click on header

Target delivery type	LR
Source sls doc. Type	Z*
Order Requirements	001
Combination Requirmt	051
Header Data	001

Save 

Executing Transaction

Create Service Order – enter partner data – Enter Product (this material should be available in ECC) – Got o Action tab page – Select material and manually activate action – Save.

Result

Product will duplicate as another line item with ‘Item Category -RET’.

Product will duplicate in ECC with Item category RET – Create a delivery with reference to order in ECC it will create return delivery.

Error : Message Class KI / No. 280

Account requires an assignment to a CO object ( Message Class KI / No. 280)

Message no. BEA766

Diagnosis

The message is not defined in the system. This means it is not possible to display the original long text for this message.

If the short text available is not sufficient, the long text for the message can be displayed in the R/3 OLTP System in transaction "Message Maintenance: E Initial Screen" (Transaction SE91). The message class and message number for the originial message can be taken from the short text.

Solution

Apply note 356094

AS per note solution:-

This note describes a modification solution which allows to transform message KI280 into a message that can be set. After you implemented the attached corrections, you can now change error message KI280 into a warning message, an I message or an S message using Transaction OBA5.
There are two control constants available in program SAPLKAIP:

• GD_VORGN_KI280_CUST
  This constant contains a list of business transactions for which KI280 is an adjustable message. In the standard setting, GD_VORGN_KI280_CUST has the value 'SD00/..../..../..../..../', that means, the system interprets the Customizing setting for KI280 in OBA5 only for business transaction SD00 (SD billing document). For all other business transactions, the system always sends the message as an error message.
  If necessary, you can supplement business transactionlist GD_VORGN_KI280_CUST with additional business transactions for which KI280 should also be adjustable. For example, you can change the value for GD_VORGN_KI280_CUST as follows: 'SD00/PMS1/PMSD/..../..../'. In this case, the setting in OBA5 is taken into account for business transactions SD00, PMS1 (Goods receipts) and PMSD (Stock transfer).
  You can find an overview of all business transactions via Transaction BS33 in the OK code field.

• GD_KI280_ALWAYS_CUST
  Using this switch, you can set the Customizing setting for message KI280 for all business transactions. You can activate the setting with an 'X'. The system does not consider the list of business transactions in GD_VORGN_KI280_CUST.

Caution
The change of message KI280 is a modification and is the customer's responsibility! If the modification produced unintentional data inconsistencies in CO, a repair by SAP Support will be charged!
When you import Support Packages, the modified programs may be overwritten by the standard programs. In this case, the modification should be implemented again.

Important for manual implementation of this note:

1. You must create the Include programs LKAIPF4R und LKAIPTDE.

2. So that message KI280 is adjustable using OBA5, additionally maintain table T100S using Transaction SM31. Insert the following entry:

Application area     MsgNo    Allowed     Standard
KI                  280      SIWE        E

SAP CRM Service functionality

Service order management – helps to perform technical analysis of a reported technical problem with multi-level categorization, and assign correct services and spare parts.

Service ticket management – helps agent to report any service request and perform end – to- end service support within defined service levels

Complaint management – enables the agent to quickly and efficiently create complaints related to a reference document or object and fulfill the follow – on task such as creation of credit memos or return.

Case management – allows to easily cluster reported issues in tickets and orders (of the same issue type), within one case.

Product registration - helps to quickly search and maintain Installed Bases, search maintain or create objects.

Knowledge Search – helps identifying solutions to registered problems.

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