Work Ticket and Billing process on ECC

[mbetini]

Hello all! I have the scope of a customer who makes payments to technicians through service orders. I would like to know if in the work ticket process at SAP C4C that is integrated to ECC, it is possible to generate account and pay at ECC or through MIRO automatically at ECC. Many Thanks Monica Betini

[former_member3555 · Accepted solution]

Check out the work ticket integration chapter in the quick start guide - https://service.sap.com/cloud4customer  - short answer is yes - the integration includes CATS time recording that will automatically flow to payment. 

[mbetini · Accepted solution]

Thanks Ginger!

[mbetini · Accepted solution]

Hi Ginger, I saw the quick guide, but I understand that what Customer wants requires developments. The scenario is from a Customer that is implementing the C4C with a service, sales, marketing and integration scenarios with ECC. Today they use the CS process at ECC and already have some developments to generate various documents automatically, including MIRO. What they want is exactly to replace this current process by the work ticket, but to do this, at ECC, it would be necessary to issue an Account Payable or directly MIRO. In 98% of the cases they have to pay the technician and not only an invoicing of accounts to receive. I believe that this scenario would be really necessary development from ECC side. Thanks for your reply in advance!

[Former Member · Accepted solution]

Hi Monica,

C4C uses the SD sales processes to handle invoicing, logistics, and procurement.

In your example, the service performer who needs to be paid, is that person a 3rd party contractor or an employee?

Typically when the service performer is done by an employee and the company uses ERP HCM payroll, those employees would be paid using this standard SAP process. Depending on the industry, these employees can be hourly or full-time. In the case of hourly employees, the time confirmations (time items) posted on the C4C work ticket and the subsequent CATS time entry could be used to flow that information into ERP HCM payroll. If the employee is full-time, then the CATS time entry would be used just for cost analytics/controlling purposes.

If the company is not using ERP HCM payroll, then you can use the C4C time card/time entry management process which can consolidate C4C Work ticket time confirmations which the service performer can submit for approval and ultimately exported or integrated into a non SAP payroll process. Given you will not be using SAP payroll to pay these service performers then they can either be employees or 3rd party contractors.

When the service performer is done by a 3rd party contractor and the company wants to use SAP to pay these contractors, then this usually handled by the 3rd party SD sales process. At a high level this process is the delivery of the goods/services required by the customer is not done by sales organization "seller" where customer orders. Instead, the request of the goods/services is forwarded to an external vendor "3rd party contractor" who sends the goods/services directly to the customer. This standard SD process handles non only the invoicing the to customer, but also the procurement/payment for the service performer for any goods/services delivered by the 3rd party.

More details are below (including the follow-up MIRO transactions)

Third-Party Order Processing - Sales (SD-SLS) - SAP Library

Process Flow to Create Third-party Sales Transaction - ERP Operations - SCN Wiki

In order to support this SD process in C4C work tickets, you will need to customize the C4C-ERP Fascade add-on to create a specific SD Sales Order for 3rd party order processing as the follow-up. When the 3rd party contractor "confirms" their work in C4C and that information is eventually released to ERP, SD will take over.

Rei

[mbetini · Accepted solution]

Thanks Rei, It is a 3rd party. Dealer that sell/resells equipment for final Customers and also provides service. I will provide this clarification to the Customer. Many Thanks Mônica Betini

[Former Member · Accepted solution]

I'm not quite this 3rd party process works for external services, specifically for example for work done under warranty.

Here is the scenario: a customer calls a manufacturer and a repair is needed (under warranty). Repair is done by a 3rd party provider. The manufacturer needs to pay the provider but will not invoice the customer for this work.

How do you tackle this scenario?

In SAP CRM, logistics integration is the answer as it is possible to directly create either a purchase requisition or purchase order from a CRM service order. I'm surprised the same scenario has not been implemented (yet?). It is just a matter of "plugging into" the existing ECC APIs from the ECC service facade?

[Former Member]

The C4C integration with ECC for service behaves similar to the CS Service Order without using one.

The details the basics are

1. Create a SD Billing Request to invoice the customer via a standard billing process

2. Create an Internal Order to track costs per C4C work ticket of materials and labor consumed

3. Create a CATS entry for HR/time capture

4. Similate price and credit check for line items on the C4C Work Ticket with SD price conditions and SD contracts

5. Create SD consignment stock transactions for logistics of materials that are advanced shipped to a customer site for consumption or return

6. Create a MM goods movement when materials are consumed to keep inventory up to date

Much of above is integration orchestration so we also include a special ERP add-on what we call the "Fascade" that has BADIs available to customize the integration orchestration if the customer wants to do other ERP followups and transactions not listed above

[mbetini]

Thanks for your help Rei.