Introduction

This is the overview of new C4C 1702 features. This time there are no new features in master data integration with ERP, only for transactional data integration.

In the following chapters we provide further details for each of the features.

ATP check in the work ticket against ERP

The C4C work ticket now offers an action “ATP Check” that does a synchronous call against ERP and returns the current ATP result as if you would create a sales order in ERP with this data.

Here is a sample C4C work ticket with two items. The first item contains a part that needs to be shipped up-front to the customer.

On the lower left you see that it is flagged as ATP relevant.

The second item is a service item the technician executes after the part in item 10 arrived at the customer.

On the lower left you see that it is flagged as not ATP relevant.

The ATP check is triggered by the “ATP Check” action. This action is only available in responsive UI, not in HTML5 UI!

The action triggers the synchronous call to ERP. The ATP result shows up on the ATP tab.

As you can see 5 pieces are on stock at the requested date 21.01.2017 and 5 pieces only two weeks later. Based on the ATP result you normally would now adjust the service item 20 and postpone the requested start date. We skip this and only focus on the ATP check and subsequent steps.

The ATP check in ERP does not do a reservation in ERP. It simulates a sales order in ERP and returns the ATP result. The ERP sales order is not stored. If you run the ATP check again one hour later the results could be different. To carve this into stone you need to release the item to ERP.

The item “Part Delivery ATP Plan” is setup that it creates a regular sales order in ERP. These are the schedule lines of the resulting sales order.

You see the same delivery dates as in the ATP check result before.

Technical Information

This is an update to the already existing external pricing out of the service ticket.

C4C Communication Arrangement: Ticket with Pricing and Product Availability”

Updated PI mapping/HCI iFlow:
COD_ERP_ServiceRequestExternalSalesDocumentDataQuerySync / Request Ticket Data from SAP Business Suite

Value Mapping on PI/HCI: COD/CODProcessingTypeCode -> ERP/ERPDocumentTypeCode_ATP
This sets the ERP document type for the ATP check. The default value is TA.

ERP web service: COD_SALESORDER_SIMULATE
ERP Enhancement Spot: BADI COD_SLS_SE_ADJUST_DATA

C4C time reports are transferred to an ERP time sheet (CATS) booking

Before 1702 we only supported time sheet bookings in ERP out of a service tickets. Starting with 1702 you can transfer time reports to generate time sheet (CATS) documents in ERP.

Here is a sample time report in C4C.

On the lower right you see the “Release to CATS” action that transfers the time report to ERP.

This time report was approved by PS Manager.

 

It contains two time entries.

Here are the details for both of them.

Time entry 152 is for the work at the customer. The time type is “Working Hours” and it has a reference to a service ticket item.

Time entry 151 is for the travel to the customer. The time type is “Non-Working Hours” and it is not assigned to a work ticket.

The “Release to CATS” action transfers the time report together with the time items to ERP. The prerequisites for the release are:

• The time report is approved.
• All referenced service ticket are at least partially released to ERP. (This ensures that the ERP internal order already was created for this service ticket.)

The detailed data for the CATS time sheet documents that are created by the release can be seen in transaction CAT8 – Time Sheet Documents and Follow-On Documents.

There is one ERP CATS time sheet document per C4C entry. Here is the ERP document 28712 for the C4C time item 152:

The Counter 000001733053 is another ERP identifier for the CATS document. The person number 1221 is the ERP person number for the C4C employee “PS Agent”. In ERP the employee is assigned to cost center 4250 which shows up as sending cost center. The activity type 1410 is set by a value mapping on PI/HCI. Here the C4C time type – “Working Hours” in this case – is mapped to the ERP CO activity type 1410. The receiving order 503994 is the ERP internal order that was created when releasing the C4C service ticket 3110 to ERP.

The ERP CATS document contains a back reference to the C4C time entry. It consists of three columns:

• Logical System “0LO7ESC” is the logical system id in ERP for the C4C system.
• External application “C4_TE” stands for “C4C time entry”
• Document number 00000000000000000152 is the C4C time entry id.

The last column “L” with the value X tells that there is a long text for this item. You can display it via the menu:

And this is the ERP document for the C4C time entry 151:

This time the activity type is 1610 again based on the value mapping on PI/HCI for the C4C time type “Working Hours”. The cost receiver here is cost center 4251. This was set by a BADI implementation in ERP. The C4C time entry was not assigned to a service ticket. Therefore the ERP inbound can’t determine the cost receiver by itself, a customer has to set it in the BADI.

The ERP transaction CAT8 doesn’t provide a value help for the document number on the entry screen. You can get the created CATS document numbers from the ERP inbound Time Report IDoc. It shows the CATS document numbers in the success status records (e.g. in the IDoc monitoring transaction BD87):

Technical information

You need to have Support Package 29 of the ERP add-on CODERINT installed to get all functionality as described above. The integration can be set up with SP 28 already but only with some gaps.

Scoping question to enable the time report integration:

Communication and Information Exchange
– Integration with External Applications and Solutions
— Integration into Sales, Service, and Marketing Processes
— Group: Service Requests
—- Do you want to send time reports to an external application?

C4C Communication Arrangement: Time Report Replication to SAP Business Suite

New PI mapping / HCI iFlow:
COD_ERP_TimeReportReplication / Replicate Time Report to SAP Business Suite
SAP PI Integration scenario: COD_ERP_BusinessDataSync2, message flow “Send Time Report” -> “Receive Time Report”

Value Mapping on PI/HCI: COD/Time Type -> ERP/Activity Type
This sets the ERP CO activity type based on the C4C time type. The value mapping is empty in the delivery! It has to be maintained by customers. Otherwise the CO activity type in ERP is empty and the IDoc will run into an error.

IDoc in ERP: Message Type COD_CATS_TIME_REPORT, IDoc type COD_CATS_TIME_REPORT01
ERP Enhancement Spot: BADI_COD_CATS_TIME

Item-level texts are now exchanged for quotes and sales orders

The following integration flows now support the transfer of item texts

• C4C Quote -> ERP Sales Order
• C4C Quote -> ERP Quote
• ERP Quote -> C4C Quote
• ERP Sales Order -> C4C Sales Order

Here is an example for sales orders. It works in the same manner for quotes.

To make it work one has to maintain a code list mapping in C4C for the data type ItemTextCollectionTextTypeCode. In our example we did this mapping

The external codes stand for the following item text types in SAP SD customizing

• 0002 – Item note
• 0003 – Packing note

Here is a C4C sales order that has notes maintained on item level.

The C4C “External note” appears as “Item note” in the corresponding ERP sales order item.

The C4C “Internal note” appears as “Packaging note” in the corresponding ERP sales order item.

Differences in text handling between ERP and C4C

In ERP you can fully customize the item text types in an SD document. In C4C you have two fixed item note types “internal note” and “external note”. Via the C4C code list mapping you can decide which of the ERP text types are exchanged with C4C.

In ERP item notes are language dependent. E.g. you can have two Packing notes, one in language English and one in language German. In C4C the texts are language INdependent. From the two Packing notes in ERP only one will make it as the internal note in C4C. Which one is controlled by the C4C business configuration setting “Communication Language for Data Replication”. If set to English, only the English texts are exchanged with ERP.

Technical information

This is update to existing integrations.

Relevant C4C communication arrangements:

• Sales Order Replication from SAP Business Suite
• Sales Order Replication to SAP Business Suite
• Sales Quote Replication from SAP Business Suite
• Sales Quote Replication to SAP Business Suite

The following PI mappings / HCI iFlows were updated

• COD_ERP_CustomerQuoteFollowupBusinessTransactionDocumentReq
  Create Sales Quote Follow Up Document in SAP Business Suite
• ERP_COD_CustomerOrderReplication
  Replicate Sales Order from SAP Business Suite

C4C Code List Mapping has to be maintained for the data type ItemTextCollectionTextTypeCode mapping these C4C text types.

• 10011 – Internal Comment
• 10024 – Customer Information

Map them to the corresponding ERP SD item text types.

You need to set a language in the BC setting “Communication Language for Data Replication”. ERP texts in this language are then exchanged with C4C.

Service ticket integration to ERP transfers parent item ids and main ticket id

This is a minor change. When a work ticket is released to ERP, the parent ticket id and parent item ids are now passed over to ERP. Both fields are highlighted on this sample screenshot.

The main ticket id – 3558 in the above example – has been added to the C4C outbound web service message and the ERP inbound IDoc. It is not used by the standard ERP inbound functionality by SAP. Customers can use it e.g. to have one central ERP CO internal order on main ticket level that is used by the sub tickets as well.

The parent item id is empty in the above example. It is read-only in C4C and can only be set by the external pricing call from ERP, e.g. if a BOM explosion happens in ERP. The parent item id is passed over to ERP when the C4C work ticket item is released to ERP. In ERP it is taken over into the resulting ERP sales document, e.g. the ERP billing request.

Technical Information

This is an update to the existing service ticket integration.

ERP mapping / HCI iFlow:

• COD_ERP_ServiceRequestConfirmationProcessingRequest
  Create Ticket Follow Up Document in SAP Business Suite

Bi-directional quote integration

Before 1702 we offered these integrations.

• C4C Quote -> ERP sales
• One-directional quote replication ERP -> C4C where the C4C quote isread-only

The second scenario now has been enhanced to a full bi-directional replication of quotes.

The prerequisite is that the quote document type has the replication column flagged.

In our sample we have a field sales rep working in the C4C UI who collaborates with an in-house sales expert working in ERP SD. The field sales rep gets a request from a customer who needs a server to run a HANA database.

The field sales rep creates a quote in C4C with a text item describing the customer request. He submits the quote to send it off to ERP.

This replicates the C4C quote to ERP where a quote is created as well.

The note from the field sales rep is visible in the details of the text item.

The in-house sales expert picks up the ERP quote and updates it. In this case he adds a bill of material for a web server.

The quote update is sent back to C4C where the additional items get added as well.

The print is disabled for C4C quotes with replication. You can either do the print from ERP or use the PDF document for the ERP quote from the C4C quote document flow.

The field sales rep could now do further updates to C4C quote e.g. add a discount. Let’s assume the customer is fine with the quote as is and accepts it.

In 1702 the only way to create the ERP sales order is to to copy the ERP quote to a sales order in ERP. In 1702 you can’t trigger the ERP sales order creation directly out of the C4C quote. We plan this for a later release.

This is the final ERP sales order.

The C4C doc flow is updated accordingly.

Technical Information

Communication Arrangements in C4C:

• Sales Quote Replication to SAP Business Suite
• Sales Quote Replication from SAP Business Suite
• Sales Quote Replication with Pricing in SAP Business Suite

Code List Mappings in C4C:

Several are needed. The most important code list mapping is the mapping of document types and item types. These are the relevant C4C datatypes:

• BusinessTransactionDocumentProcessingTypeCode
• BusinessTransactionDocumentItemProcessingTypeCode

ERP mappings/HCI iFlows:

No new iFlows were created but the following ones were updated:

• COD_ERP_CustomerQuoteFollowupBusinessTransactionDocumentReq
  Create Sales Quote Follow Up Document in SAP Business Suite
• ERP_COD_CustomerOrderReplication
  Replicate Sales Order from SAP Business Suite
• COD_ERP_ExternalSalesDocumentDataQuerySync
  Request Sales Quote Data from SAP Business Suite