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CRM Service - ERP Controlling Integration


This document covers some comon CRM Service Process Scenarios related to ERP Controlling Integration. Integration between CRM service transactions and controlling provides analyzes for costs and revenues and calculates work in process (WIP) for long-running transactions.

Controlling Types

There are the following controlling types available:

  • Mass-object controlling: analyze the values (without period close) in Profitability Analysis (CO-PA).
  • Single-object controlling: analyze individual transactions in detail using internal orders, and to calculate WIP.
  • Controlling for account assignment objects: analyze individual transactions in detail using work breakdown structure (WBS) elements, internal orders, or sales order items in SAP ERP, and to calculate WIP.

In general service transactions are uploaded to ERP depending on the status. A service contract and a service order needs to be released to trigger the upload, whereas a service confirmation needs to be completed. Further a service document needs to be error free to be uploaded to ERP.

Common Scenarios:

Single object controlling on header level:

The process starts with a service contract - once the service contract is released the internal order in ERP is created.

The estimated costs are posted on the internal order.

When now service order is generated with reference to the service contract there are 2 options:

  • service order costs are posted to the same internal order on releasing the service order

    This is the standard scenario. System checks if a IO is existing for the preceding service contract is available and takes the same as IO for the service order.
  • service order creates a new internal order on releasing the service order

    In some scenarios it is required for the service order to have a new IO generated for the service order, but not to use the IO from the preceding service contract. For implementing that scenario the reference from the service order to the service contract needs to be cut using BAdI CRM_UPLOAD_CO, interface method CHARACTERISTICS_SERVICE_FILL (REFERENCED_OBJECT_ID needs to be cleared).

The same is valid when creating a service confirmation with reference to a service order.

When the service confirmation is completed it is uploaded to ERP. The actual costs are posted to the IO referenced to the service order.

In standalone scenarios, when a service order is generated without referencing any service contract or a confirmation without referencing any service contract or service order an IO is generated for the standalone object.

Single object controlling on item level:

When using single object controlling on item level the IO is created for each item but not for the header.

In the confirmation process, confirmation items usually refer to the preceding service order items. In that case the confirmation item posts the actual costs on the same IO. In case of unplanned confirmation items (items without reference to any service order item) a new IO is generated to collect the costs for the unplanned item.

External Billing Scenario

In the external billing scenario, the CRM service document creates a debit memo request or credit memo request in ERP. To be able to post the revenues to the IO the reference from the service doc to the IO is read. The IO is then referenced from the DMR/CMR as well.

Known Issues:

'Object not known in CO'

The error 'Object not known in CO' [IAOM 028] may appear in various scenarios - the following notes and KBA documents may help to solve the issue:

1933795  Object link not known in CO (IAOM 019) - IAOM 028 'Object not known in CO'.

1330739  Error during confirmation with external billing and w/o CO

994326  IAOM 028 Object not known in CO

For that error it is required to understand which CRM object is causing the error, and why the reference from the CRM object to the CO object is lost.

General Information:

Some additional useful information is available in the following notes:

914185  CO object for service doc with ref to the predecessor

772267  CRM Service: How to prohibit data transfer

664096  FAQs: CRM Service Data Exchange