SAP CRM service data exchange

 664096 - FAQs: CRM Service Data Exchange

Symptom

BDOC protocols show errors during data transfer of CRM Service documents to R/3 (service contract, service confirmation, service order, complaints, in-house repair).
The following note contains a list of FAQs and the most common Customizing errors that have been reported. The note is sorted into the following categories:

• General issues

• Performance

• Errors specific to a particular item category

• Functions

Where relevant, the published error message and message no. are included.
This note is by no means complete and will be periodically updated.

Other Terms

CODEX

Reason and Prerequisites

Incorrect Customizing, Program errors.

Solution

General errors- What should I do if...

1. I want to debug the middleware queue?

           see note 847964.

2. Document has status 'to be distributed' and cannot be changed?

           Normally, it can take up to 15 minutes for a document to be distributed. If, however, after this time, the document status has not changed, this generally signals an error in one of the queues. If the error has been fixed and you need to reset the status, you can use transaction CRMD_QUEUE to reset the status and redistribute the document (releases 3.0 and 3.1 only).
           If the document type 'complaint' cannot be rectified via this transaction, see note 624779.
           See also note 610067 for more information.
           For documentation, please refer to the report documentation for report CRM_ADJUST_DISTRIBUTION_STATUS.

3. No internal order was created for a sales item (BUS2000131).

           Internal orders are only created if the item has been marked as 'service relevant' in Customizing. In the general Customizing for the item type, the field 'Assign BW/CO' must be set to '2'. Transaction SPRO, Path Customer Relationship Management -> Transactions -> Basic Settings -> Define Item Categories.

4. CO objects are missing and the booking period has been closed?

           See note 212705. A correction report is offered.

5. Customer-specific controlling attributes are not transferred to the internal order in R/3?

           See note 565069.

6. You want to use an internal order type other than SAPS?

           See note 576013.

7. The CRM service organizational data for setting up the CO integration is inconsistent in R/3 Customizing?

           See note 687963.

8. Too many/ unnecessary internal orders are created in the R3 system?

           See note 589773.

9. A service contract cannot be selected for an unplanned confirmation item?

           See note 607446.

10. Errors in a document have been fixed. However, the document can no longer be changed, meaning it retains the status 'contains errors'. For example, not enough stock was available in the R3 system. As a result, the error status was set in the service confirmation. Even though the stock booking was successfully carried out later and the BDocs were reprocessed, the error status would remain in the confirmation.

           See note 655817. As a result of this note, service confirmations can be changed up until the point the status 'distributed successfully' has been set.

11. Contract discounts are not applied on confirmations items?

           See note 607446.

12. Problems with time sheet integration- for example, error message LR 159 "transferred date 00.00.0000 is incorrect"?

           See note 650672.

13. Personnel number does not exist or you do not have authorization (Notification E LR 160)

           With transaction PAL2 you have to assign a valid time period in R3 CATS

14. Time sheet integration- CATS profile cannot be changed?

           See note 600058.

15. The quantity is not transferred from a service order to an internal order?

           Concerning service quantities: Quantities for services are used for billing. Quantities can have any kind of unit. For costing of services (= activities) the duration is used. It can be entered on the screen "assignment". The duration unit must be a time unit (e.g. hour). (Quantity is used for billing and costing in the case of spare sparts.) Concerning revenue: Revenues do not really have a quantity. They are only value based. Values but not a quantities ar passed from CRM to R/3.Costing shows always "-1" in the quantity column.

16. Transaction CRM_SERVICE_CO_CHAR: ABAP error when synchronizing data between CRM and R/3. Delete old data has been flagged.

           The RFC user for the R/3 connection needs to have the same logon language as the CRM user. Otherwise duplicate entries can be created on the database, leading to the ABAP error.

17. Error messages from CO, even though co-integration is not required? Typical error messages are:

CRM_OFI 002 No value found for Organizational Unit BILL_ORG
CRMSERV_ACC_EXEC 003  No CATS activity type could be determined for personnel number xxx.
           See notes 520986 and 671455. The indicator 'distribution relevant' was not correctly interpreted.

18. Errors when posting date lies in a closed period?

           See note 606817. The posting date is then the system date, not the creation date of the confirmation.
           Error Message ICMS 001 'Accounting indicator X is not available'.

19. See note 617229

20. M7 21, Deficit of CustomerSt. unr.prev x PC

           See note 582163.

21. CRMSERV_ACC_EXEC 001 No CATS key could be created for item <transaction>/<item>.

           See note 639282.

22. CO objects are created even though the distribution lock is set for a document?

           See note 654698.

23. Document has the status "to be distributed" although no R/3 system has been attached to the CRM system?

           See note 626947.

24. M3 351 'Material 0 not maintained in plant &'.

           See note 642484.

25. Internal order is not visible in the account assignment data of the sales order?

           Check table TPS31 for the following entry (note 686073):
           Process              00503122
Cntry (ISO cde)
Application ID        BC-MID
Function module       CRM_CO_SLS_IAOM_SELECT
           Check table TBE11 for entry APPLK = NDI. The field AKTIV should be filled with an 'X'. (note 633282).

26. Data is not transferred from CRM to the internal order in R/3. Especially planned costs and revenues are missing.

           Check if they were any messages issued by the costing module (CO). Have look at the cockpit for controlling integration (CRM service), transaction code CRMSRVCOCP. Select the internal order and check the messages.

27. Creation of reservations, purchase request or purchase orders in ERP does not work

           There exist two implementations of the BAdi CRM_BUS20001_R3A: The implementation CRM_SRV_RESERV_R3A is able to create reservations. The implementation CRM_SRV_LOGISTIC_R3A is able to create reservations, purchase requests and purchase orders. These implementations exclude mutually. Only one implementation is allowed to be active. The other must be inactive. This can be controlled with the BAdi builder (transaction SE18).

28. Transaction types, item types, service types or valuation types are missing in customizing activities for service processing in R/3 especially in customizing of controlling scenarios, or planned costs or actual costs for service transactions are not calculated in R/3

           All these data have to be replicated from CRM to R/3 so that they can used there. This has to done whenever entries are created or added in CRM. The IMG activity in CRM has to be used for this purpose: Transactions -> service transactions -> integration -> controlling relevant service characteristics replicate (report CRM_ACCOUNTING_SERV_REPLICATE)

29. The message is displayed: IAOM028 Object not known in CO.

           The message is displayed by the accounting manager in R/3. To find out what the source of the problem is, have a look in the log of the accounting manager in R/3. Note 687291 describes how the log can be activated and read. Notes 994326 and 977948 describe possible causes of/ solutions to this error.
Performance

1. Performance problems during upload of Service documents

           See note 624221.

2. Performance problems transferring contracts with many items to R/3.

           See note 695256.
Expense item

1. BK 031 (Enter a cost element)

           Check that a cost center has been assigned to the employee for whom the expenses are being booked. You can maintain this data in transaction PA30 or PPOME.
           Check that a cost element has been assigned to the item type in Customizing: Transaction SCRM-> Customer Relationship Management -> Settings for Service Processing -> Time Sheet Integration -> Define Derivation of Attendance Type, Activity Type and Cost Element
           If you don't have any cost-related data, please implement note 875582.
           If you are using spare parts, please ensure that a plant is maintained in table OFIC_PLANT_SRV. The system reads table MARC in R3 using the material and plant as key. If no plant is given, no entries are found. In this case, the system assumes that the materials are procured externally and creates expense items. No cost element exists for these items. The Customizing path is:
           Customer Relationship Management
Master Data
Organizational Management
Cross-System Assignment of Organizational Units
Assign Plant and Storage Location to Service Organizational Units

2. BK 048 Enter an amount

           The field condition rate for the item cannot be 0. The condition rate must be entered manually.
Sales item / Spare part
Check that stock is available for one of the following goods movement types: 291 and 292 with special stock type 'W'.

1. Spare parts in service confirmations are booked more than once in R/3.

           See note 412231.

2. BK 031 Enter a cost element.

           See expense item section above.
       
Service item
Check the following:
           Has a cats profile been created in R3? (table crmc_cats_hr )
           Can the cats profile be changed? If not, see note 600058.
           Cats profiles are transferred to R3 via the report CRMC_CATS_HR_REP.

1. CRMSERV_ACC_EXEC 008  DDIC element CATS_EXT-PAOBJNR does not exist

           This means that the account assignment has failed.

2. CRMSERV_ACC_EXEC 006  No customer could be determined for technician with personnel number xx

           No customer entry could be found in table KNB1 for personnel no. xx.

3. CRMSERV_ACC_EXEC 006 Multiple customers were found for technician with personnel number &1

           More than 1 customer entry was found in table KNB1 for personnel no. xx.
In-house repair items

1. IAOM 19 Object not known in CO

           See note 677287.
Billing request items

1. Revenues of billing requests items in billing request are not transferred to the transfer posting pool in R/3 accounting.

           See note 825006.
       
Easy Cost Planning

1. CKBK 024 Itemization item &1 does not have a cost element
You need to define a G/L account in the CRM system
SAP Customizing Implementation Guide

Customer Relationship Management
Billing
Integration
Transfer of Billing Documents to Accounting
  Assign Revenue Accounts for Service Processes
Functions

1. The interface between CRM service and accounting in R/3 (ERP) requires certain releases. There are also some dependencies between the accounting functions. See note 813899 for more details.

2. Service transactions can be billed in R/3. This is only possible for certain releases, transaction types and item types. See note 813774 for more details.

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Symptom

As of Release 4.0 with the Service Industries Add-On, you can invoice service processes in the ERP (R/3) system.
In the ERP system, a special sales order is created that contains debit memo request items for all item categories in the CRM system that are marked as externally relevant for billing (billing-relevance 'A') and that have a business scenario (BW/CO assignment) that is set to 'Service' and only just for these. Therefore, you can use the sales order only for billing (and not for logistic movements or other functions).

Other Terms

Reason and Prerequisites

In the CRM system, you require Release 4.0 with Service Industries Add-On or Release 5.0 or higher.
You require Plug-in 2004.1 or higher. We recommended that you use at least Support Package 10 of the PI business component.
You require R/3 Release 4.6C, 4.7 or higher.

Solution

The billing in the ERP is available for the following transactions types:

• Service order

• Service confirmation

• Service contracts.

Billing request items for billing plans of service contracts. For this, you must implement several notes (see "Related Notes").

This function is not available for the following transaction types:

• Billing request. You can therefore not use the amount allocation in connection with billing in the ERP system.

Billing in the ERP system is supported for the following item categories:

• Service items.

• Service material items.

• Service output items.

• Service tool items.

• Service confirmation items.

• Service material confirmation items.

• Service output confirmation items.

• Service tool confirmation items.

• Billing request items for billing plans of service contracts.

For this, you must implement several notes (see "Related Notes").

This function is not available for the following item categories:

• Billing request items for the amount allocation with billing requests

In the ERP system, a debit memo request (VBTYP 'L') is created only for the billing.
This document is a follow-on document of the creating CRM document and it is NOT a replica as in the scenarios of the CRM sales document processing. Changes in the debit memo request should only be initiated from the CRM system.

SAP does not assume any responsibility for inconsistencies between both documents that occur due to manual changes (conditions, pricing) in the ERP document.

The billing is based on conditions that must exist in the ERP system. In general, you enter/maintain the conditions and the calculation scheme in the ERP system and you transfer them to the CRM system to be able to carry out price calculations there.
You cannot use conditions of service documents that only exist in the CRM system and not in the ERP system for the billing in the ERP system.

Billing plans are not transferred to the ERP system, but only billing request items that are created on the basis of billing plans in the CRM system.

In the CRM system, you can use the CRM_EXT_BILLING BAdI to influence the data that is to be transferred.

In the ERP system, you can use the SRV_BILLING_CHANGE BAdI to influence the data that is to be transferred.

Both BAdIs provide a method for the order/contract processes and a method for the confirmation process

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The error occurs in follow-up documents, most often in billing documents but also in service orders and service confirmations.
It comes from the Accounting Manager in the ERP system. When a document
is saved, data is transferred to ERP. The Accounting Manager is called with the GUIDs of the predecessor document, in order to find the correct Controlling object e.g. an internal order. If the Accounting Manager does not find an entry for this GUID, you get the IAOM 019 error message.

There are several reasons why this can happen:
1. The predecessor document has an error. In this case, no CO record will have been created. Fix the error in this document. The other document can now be resent.

2. Controlling has been switched off e.g. the implementation
CRM_ACCOUNTING_R3A of Badi CRM_BUS20001_R3A has been deactivated.
Alternatively, the accounting data may have been deleted via the CRM_UPLOAD_CO Badi. In this case, you have to delete the CO reference
in the Billing document. To do this, implement the BADI BILL_ACC_IF Method DETERMINE_GLACCOUNT. Here you have to clear the value in the field EXT_OBJECT_ID of the changing structure C_GL_ACCOUNT.

3. the preceeding document contains both sales items and service items.
Once the current item has a reference sales item the preddecessor document and for this is mass controlling as CO scenario active then this error occurs. In case of mass controlling there is no any co object like internal order to capture the costing & revenues. For more details about this issue see CO documentation for consultants.
This scenario is not supported in standard. To get round the CO error,
delete the CO-reference for the sales items in the BADI method mentioned above. In the structure C_GL_ACCOUNT, the field BUS_SCENARIO is filled with the value CRM_SALES. This is technical recommendation therefore it should be checked whether this can cover all functionalities from view of business processes.

687291 - Log for account assignment administration (documentation)

Symptom

If errors occur with the administration (for example, generation) of the Controlling object in SAP CRM in the R/3 system you cannot always reproduce this in the R/3 System.

Other Terms

GeCCo, Generic Cost Collector
CRM Service, CRM Sales

Reason and Prerequisites

The account assignment administration manages the Controlling objects (R/3 CO account assignments) of the CRM. The account assignment administration is a program within the R/3 Plug-In.

Solution

With the log book of the account assignment administration there are the following options in the R/3 System:

• If errors occur when you create the Controlling object, it is possible to create entries about the contents of the interface of the account assignment administration and the result of the actions of the account assignment administration. The log book is controlled via three SPA/GPA parameters. As of Plug-In 2004, there are, as an alternative for the SPA/GPA parameters, parameters with the same name which you can set with Transaction IAOMD for a defaulted chronological validity interval.

• Parameter IAOM_TRACE = 'X' causes that an entry is created in the log book with every access of the account assignment administration. You should only use this function in the test operation or in the production operation for the clearing up of errors.

• Parameter IAOM_LOG = 'X' causes that an entry is created in the log book in case of an error.

• Parameter IAOM_STOP = 'X causes that the account assignment administration refuses the access with error message IAOM105. This function is only provided for the use in the test operation.

           These parameters must be set for the user with whom the system CRM calls the R/3 System.

• You can use Transaction IAOMA to display the log book. When you double click a row of a log book entry, you can:

• have a look at the error messages of the account assignment manager

• display the object passed by the CRM and object passed and superordinate

• display the characteristics passed by the CRM

• execute the functions of the account assignment administration, for example, the creation of the Controlling object in the test mode.

• The most important terms for the identification of a log book entry are:

• Date and time

• External identification = Business (or technical) key

                    As of Release PI 2003.1, the log book entries can be searched by a business key. In individual cases, with certain problem types it may be the case that the business key is not available to identify a log book entry.  In this case the log book entry is indicated with the technical key.
                    Prior to Release PI 2003.1, the log book entry was always indicated with the technical key and the business key could only be seen on the detail screen of the characteristics.

• Subobject text = Business scenario

• Program: The program names express their function.

                    The two most important programs are 'IAOM_CREATE_INT_ACC_OBJECTS' for the creating of an entry in the account assignment manager and, if necessary, an account assignment, as well as 'IAOM_CHANGE_INT_ACC_OBJECTS' for the change of an entry in the account assignment manager and, if necessary, the account assignment.

• Transaction IAOMA_DB works like Transaction IAOMA but Transaction IAOMA_DB can set the SET/GET parameter IAOM_DEBUG equal 'X'. Parameter IAOM_DEBUG equal 'X' causes that the translator is executed in the debugging mode. Parameter IAOM_DEBUG equal 'X' has the effect that the test run of the account assignment administration triggered by the log book is executed in the debug mode.

• Transaction IAOMB can be used to delete entries in the log book of the account assignment administration.