1. C69 - Service Order Management (ERP Integration)
Process Diagram
EHP3 for SAP CRM 7.0

2. C69 - Service Order Management (ERP Integration)
SAP Customer Relationship Management
C69 - Service Order Management (ERP Integration)
SAP ERP
Service Employee
Service Manager
Service Technician
Service Employee A
Create Quotation B
Check Quotations Items
Send Quotation to Customer B
Convert Quotation to Service Order and Release
Create Internal Order* C
Assign Service Item(s) to Service Employee(s)
Icon Legend
Fulfill Service Onsite
Icon
Name
UI Path: Service Orders → Create Order Quotation
UI Path: Service Orders → Search Order Quotation
UI Path: Resource Planning → Search: Resource Planning
UI Path: Resource Planning → Search: Assignments
Transaction: VF04
Transaction: VF05
Dynamic RFC – C71 *
Step only occurs if the processes have been configured in ERP D
Create Service Confirmation A 1
Time Sheet Update* B
Create Sales Order C D
Post Goods Issue* E E F
Create Billing Document 1 F
Send Invoice to Customer

3. Process Diagram Legend
Lane
Process Step
Interface
Manual Process Step A
Optional Manual Process Step A
Process Step is not part of the RDS scope 1 A
User Role
Software product (PPMS) ≈ A
User Interface (UI) 1
Process Step (manual or automatic) A 1
Optional Process Step (manual or automatic) A 1 1
Mail 1
A2A/B2B Message
Automatic Process Step 1
Optional Automatic Process Step 1 1
Batch Script
Process Step outside SAP software
Optional Process Step outside SAP software
Process steps outside SAP software are not in RDS scope
Connection
Link
Sequence flow
Page link
Bridge
(000) Link to other process diagram
Helper Line on one side of bridge
(straight connector)
Helper line without arrow head
Helper line for complex lines
(square with height zero)