on 03-29-2011 8:42 AM
Hi Experts,
I have a scenario where my client is currently using a third party tool to create Tickets/Incidents that are replicated to SAP PM as notifications. Due to lots of issue with this integration the client would like to replace the 3rd party tool with SAP CRM 7.0 service management. I have configured the Incident Management, the issue is how to replicate the CRM Incidents as PM notifications. Alternatively I am thinking of maintaining the tickets only in CRM and replicate the service orders if any to PM work orders.
Further, do you think that SAP CRM Service Management module itself contains all the PM capabilities that can address above stated business requirments? Please advise.
Your kind help on the above scenario will be highly appreciated and wil be awarded with points!
Best Regards,
Mirza
Hi,
We had a similar requirement, which we met as follows:
There is quite a bit of custom work here, however the benefits has been immense; Our call center calls have gone down drastically, as clients follow up less. as they are kept updated.
This also assists, agents as they do not always have visibility of progress in PM, and can also see all communications that was sent to the client for future reference.
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Hello Mirza,
We have also similar requirement to create both PM and WM orders for IS-U system. We solve this issue with enhancements because we need to see new Z fields on incidents at CRM and orders at IS-U systems. In certain incident situations we called the RFC from IS-U to create orders at CRM_ORDER_SAVE badi. After PM or WM orders resolved we called the other RFC which updates the incident document at CRM with CRM_ORDER_MAINTAIN. Since we had so many Z fields we created this mechanism.
Other than this is there any standard maintenance to create orders from CRM system directly with standard fields?
Thank you.
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HI
Any update on the above said. We have similar requirement to create PM order from SAP CRM (Service Order). Please let us know how did you resolved it
Thanks
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Hello Mirza,
in our company this scenario is productive. We create incidents in CRM 7.0 if a customer calls our service hotline.
Only if this incident can´t be solved remotly we create an PM-order and plan technicians.
We do not create notifications in PM - this would be critical since the CRM incident could be changed and you have to update this notification every time. So what we did is a custom button in the incident header "Create Order". In the eventhandler of this button we collect all the required data like description, partners, reference object, etc. and call a rfc-function module to create the PM Order.
In ERP this rfc function module uses the BAPI_ALM_ORDER_MAINTAIN. There is also another standard function module in ERP which could be used which is called CRM_CS_API_ORDER_CREATE. But we decided to use the BAPI_ALM_ORDER_MAINTAIN because of more functionality.
I hope this information helps.
Kind regards
Manfred
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Hi Manfred,
Many thanks for you reply. It gave me some kind of direction to proceed further. I hereby revist the message after 6 months because my client had other priorities so this process was on hold during that period.
Further, in your process how did you acheive updates from PM Work Order back to CRM Incident? My client's business requirment is to create a PM work order from an Incident in CRM. So, status updates in work order should be synchronized with CRM incident. Is this possible? Kindy advise.
Best Regards
Mirza
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