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Transaction Type : Complaints --- Doc Flow

Dear All ,

I need your support on the following issue.

Process:

In SAP GUI, I created an Complaint(CRMC) with a product(without any errors)..

After creating it, I pressed "Returns" button and the system created the new Item Line with the same product under the Item Details. And pressed Save Button

When the Doc Flow button is pressed, Doc Flow is displayed. Double-clicking it, migrates to R/3 Order in ECC.

Questions :

1. Does the ECC transaction type is determined from a customizing table or is it a one to one mapping ?

Where can I check this ?

2. What function Module/API is called from CRM to ECC to create the Order? And where to check that?

3. Once document is created in ECC, it creates a docflow in CRM. How this Doc Flow is getting created ?

Please help to understand this issue.

Cheers

RJ

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  • author's profile photo Former Member
    Former Member
    Posted on Sep 18, 2009 at 08:25 PM

    Process:

    In SAP GUI, I created an Complaint(CRMC) with a product(without any errors)..

    After creating it, I pressed "Returns" button and the system created the new Item Line with the same product under the Item Details. And pressed Save Button

    When the Doc Flow button is pressed, Doc Flow is displayed. Double-clicking it, migrates to R/3 Order in ECC.

    When you double clicked the replicated document, the RFC definition for the ERP system in your CRM system let you jump to the ERP screens automagically. Power of integrated SAP systems.

    In the CRM system, Complaints come with standard action for Returns Request

    The Return Item automatically triggers the creation of a Returns Request in the SAP ERP SD. This is done on the basis of certain Copying rules defined in the Complaints / Returns document. Here this Return Item item has different business context than the complaint item. This happens when the Returns action button is clicked.

    1. Does the ECC transaction type is determined from a customizing table or is it a one to one mapping ?

    Where can I check this ?

    See this link

    [ Data Exchange for Complaints: CRM Enterprise u2013 SAP ECC |http://help.sap.com/saphelp_crm50/helpdata/EN/2b/ae623c4eac7b2ee10000000a11405a/content.htm]

    Implementation Guide (IMG) for Customer Relationship Management and choose Transactions --> Basic Settings --> Define Transaction Types

    2. What function Module/API is called from CRM to ECC to create the Order? And where to check that?

    3. Once document is created in ECC, it creates a docflow in CRM. How this Doc Flow is getting created ?

    If you see the docflow, the Order is a Replicated document which tells you that the order was created in ERP first and then replicated to the CRM system using the middleware. The first part of creating the ERP document happened in PPF (Action button - Returns). See BAdI definition EXEC_METHODCALL_PPF and implementation RETURN_REQ.

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