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CRM_EIC_PROCFORM - Integration with Authentication and HCM Processes and Forms
Vendor Master (General Section) PERFORM Short ReferenceThis documentation is copyright by SAP AG.
In this Customizing activity, you review the actions that are required to set up a connection between the Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems so that ERP functionality can be integrated into the Shared Services Framework (SSF).
SAP offers an SSF with an application platform to support companies in executing their multifunctional shared services strategy. This strategy includes enabling technology to communicate with multiple back-end systems and to link different object types, such as HCM processes.
With the integration of authentication into the SSF, you can display authentication information on the CRM Interaction Center (IC) platform.
With the integration of HCM processes into the SSF, you can launch an HCM process directly within the business context of a CRM service request, link existing HCM processes, and display launched processes in Portable Document Format (PDF). Integrative functionality, such as the process browser view, is available to support process execution and monitoring.
You have fulfilled the following conditions.
- Your enterprise runs HCM Processes and Forms, a subcomponent of HR Administrative Services, in the SAP ERP HCM system.
- Your enterprise runs the Employee Interaction Center (EIC), as well as its authentication functionality, in the SAP ERP HCM system.
To set up the connection between the CRM and ERP systems, perform the following actions.
- Create a trusted/trusting remote function call (RFC) connection between the CRM and ERP HCM systems.
- Use transaction SM59 to create the RFC connection and ensure that Employee Shared Service Center Agents are authorized to use that connection.
- Assign an RFC destination to the ERP HCM system.
- Use transaction CRMC_CIC_AB_LSYS_RFC to maintain the RFC destination for the ERP HCM system.
To set up the integration of HCM Processes and Forms on the CRM side, perform the following actions.
- Assign a mapped logical system to a business role.
- Perform the Customizing activity Assign Mapped Logical System to Business Roles.
- Using Categorization Schema, link a process group to a category.
- Run transaction CRM_UI with the IC_MANAGER business role.
- Choose Knowledge Management in the navigation menu.
- Search for an existing Categorization Schema, or create a new one. The application area Service Request / Incident must be assigned to the schema.
- Assign the process group containing the processes that you wish to use to a category of the Categorization Schema.
- Save your entries.
- Activate the schema by setting the status to Released.
To enable enhanced functionality for agents to process, from directly within their Inbox, workflow items that have been logged in HCM Processes and Forms, perform the following actions.
- In the Customizing activity Assign Mapped Logical System to Business Roles, perform the configuration that is required to permit workflow items from SAP ERP HCM to appear in the SAP CRM Inbox.
- In the Customizing activity Define Task-Specific Navigation, define the external system(s) where the workflow items reside, as instructed below.
- Execute that Customizing activity.
- Review the entries of UI Object Type WRAPPED_PROC and UI Object Action Execute. These entries are specifically defined to perform the function of executing workflow items from HCM Processes and Forms.
- Review the five pairs of standard tasks that are delivered here, namely:
- 17900100 and TS17900100 (Process Form)
- 17900101 and TS17900101 (Approve Form)
- 17900102 and TS17900102 (Edit Again)
- 17900103 and TS17900103 (Start Process)
- 17900121 and TS17900121 (Draft for Process Start)
- Choose New Entries; for each designated external SAP ERP HCM system for which you wish to perform this integration, specify that system in the corresponding column, along with the appropriate task, UI object type and UI object action.
- To illustrate, if you added tasks of your own for your external system QV5CLNT004, then the table entries here would appear as follows:
| External System | Task | Object Type / Obj. Act. |
|---|---|---|
| (blank) | 17900100 | WRAPPED_PROC / Execute |
| QV5CLNT004 | 17900100 | WRAPPED_PROC / Execute |
| (blank) | 17900101 | WRAPPED_PROC / Execute |
| QV5CLNT004 | 17900101 | WRAPPED_PROC / Execute |
| (blank) | 17900102 | WRAPPED_PROC / Execute |
| QV5CLNT004 | 17900102 | WRAPPED_PROC / Execute |
| (blank) | 17900103 | WRAPPED_PROC / Execute |
| QV5CLNT004 | 17900103 | WRAPPED_PROC / Execute |
| (blank) | 17900121 | WRAPPED_PROC / Execute |
| QV5CLNT004 | 17900121 | WRAPPED_PROC / Execute |
| (blank) | TS17900100 | WRAPPED_PROC / Execute |
| QV5CLNT004 | TS17900100 | WRAPPED_PROC / Execute |
| (blank) | TS17900101 | WRAPPED_PROC / Execute |
| QV5CLNT004 | TS17900101 | WRAPPED_PROC / Execute |
| (blank) | TS17900102 | WRAPPED_PROC / Execute |
| QV5CLNT004 | TS17900102 | WRAPPED_PROC / Execute |
| (blank) | TS17900103 | WRAPPED_PROC / Execute |
| QV5CLNT004 | TS17900103 | WRAPPED_PROC / Execute |
| (blank) | TS17900121 | WRAPPED_PROC / Execute |
| QV5CLNT004 | TS17900121 | WRAPPED_PROC / Execute |
- Save your entries, then execute that Customizing activity.
Once this integration is complete, if agents execute a saved draft process from their Inbox, then the Delete Draft button will be displayed at the top of the form to permit them to withdraw the process, in the event that it is no longer needed. If Delete Draft is selected, the link entry in the associated object table will display the entry Not Available in the Linked ID field.
ROGBILLS - Synchronize billing plans PERFORM Short Reference
This documentation is copyright by SAP AG.
Length: 10094 Date: 20240523 Time: 173103 sap01-206 ( 107 ms )
