Change of Supplier Processes in Customer Service: SAP For Utilities

Change of Supplier
Processes in Customer
Service
SAP for Utilities
SAP CRM 7.0 and SAP ERP 6.0 EhP4
Change of Supplier Processes in Customer Service
Copyright
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Table of Contents
Copyright .....................................................................................................................................2
1 Introduction ................................................................................................................................4
2 Scope..........................................................................................................................................4
3 Grid Usage Registration Processes in CRM .............................................................................4
3.1 Processes from User’s Perspective in IC Scenario ...............................................................4
3.1.1 Contract Related Processes .............................................................................................4
3.1.2 Quotation Related Process ............................................................................................11
3.1.3 Displaying and Monitoring Switch Documents ................................................................13
3.2 Processes from the User’s Perspective in the C&I Scenario ............................................... 13
3.2.1 Contract Related Processes ...........................................................................................13
3.2.2 Quotation Related Processes .........................................................................................19
4 Technical Settings and Extensibility .......................................................................................21
4.1 SAP CRM ..........................................................................................................................21
4.1.1 Customizing ...................................................................................................................21
4.1.2 Status ............................................................................................................................25
4.1.3 CRM BAdI CRM_ISU_IL_SWTMSG...............................................................................26
4.1.4 Switch Message Defaulting via ERP BAdI ISU_IDE_SWITCHDOC or
ISU_IDE_SWITCHDOC2 ...........................................................................................................27
4.2 SAP IS-U ...........................................................................................................................28
4.2.1 Customizing / Starting the Workflow ...............................................................................28
4.2.2 Workflow Template ........................................................................................................29
4.2.3 BOR Object Type ISUSWITCHD (IS-U Switch Document) ............................................. 32
4.2.4 BOR Object Type ISUCRMCNTR (ISU CRM Contract) ..................................................33
4.2.5 Standard Tasks..............................................................................................................35
4.2.6 Supply Scenario - Generator ..........................................................................................38
4.2.7 Restrictions .................................................................................................................... 38
5 Appendix ..................................................................................................................................40
5.1 Maintenance of Switch messages (UTIL_SALES) .............................................................. 40
3
1 Introduction
The deregulation of the energy market has resulted in a number of new processes that utility
companies must carry out when concluding or ending a contract. In the regulated market, when a
customer notifies the call center of a move-in, it was sufficient for the utility company to enter the
move-in directly in the system. The same process applied for a move-out or a change of address
(move-in/out). However, in the deregulated market, the simple move-in process has become a
complex grid usage registration process with involvement of market partners. This process chain has
to be coordinated and controlled across companies. In addition, the deregulated market requires that
the process of entering customer data is as efficient as, or more efficient than it was before.
With the SAP for Utilities solution, SAP provides processes for both regulated and deregulated
markets. This document explains how SAP CRM, SAP's efficient customer service and sales platform,
and SAP ERP are integrated in order to provide an end-to-end solution for the sales scenario in the
deregulated market. As this solution is focused on sales organizations, it is of particularly interest for
energy retailers. The distributor’s role is not considered in this document.
For more information on the change of supplier process, see SAP Help Portal http://help.sap.com
under Documentation SAP for Industries SAP for Utilities Intercompany Data Exchange
Deregulation Functions Change of Supplier.
2 Scope
SAP for Utilities provides a completely end-to-end solution for contract management and grid usage
registration processes as of SAP CRM2006s/2 and ERP 6.0 Enhancement Package 2. The solution
described in this document is based on SAP CRM 7.0/higher and SAP ERP 6.0 EhP2/higher. Both
standard business roles, UTIL_IC for the residential market as well as UTIL_SALES for the
Commercial & Industrial (C&I) market, are in focus. The solutions for these business roles differ
regarding the user interface (UI). The underlying processes are very similar or the same.
This document is not intended to explicitly describe the implementation of country specific market
communication rules and the integration of SAP CRM for Utilities with country-specific IDEX add-on
solutions (for example, IDEX-GE, IDEX-GG). Refer to the IDEX-related documentation. The presented
scope of this document is limited to standard processes and functionality without considering specific
requirements you may face in your country.
In this document, the descriptions “Change of Supplier” and “Grid usage Registration” are equivalently
used for the same process. In some cases, “Change of Supplier” refers to the specific process variant.
3 Grid Usage Registration Processes in CRM

The CRM processes described in this section are grouped into two sub-sections based on different
sales scenario: IC (B2C/retail) and C&I (B2B/commercial and industrial user). Grid Usage Registration
processes become relevant in SAP CRM only when the item category is deregulated (see 4.1.1.1 on
how to customize).
3.1 Processes from User’s Perspective in IC Scenario

In IC scenario, the creation of switch message is triggered automatically inside the process once it
starts; there is no need for the customer to click a button on the UI.
3.1.1 Contract Related Processes

3.1.1.1 New Contracts
Start Supply
Registration
Process Name CONTRACT_START Start Supply for New Installation
related activity
Start Supply (Change Supplier)
Business Case The customer contacts the call center for a new supply contract and the agent
4
enters all necessary data in the CRM IC WebClient and saves the contract.
The process starts after the agent confirms the business partner (BP)/premise and
Process Start
chooses New Contracts in Contract Management.
A switch message is created when the point of delivery (PoD) is assigned
to a deregulated item.
Any product change during the process may cause the deletion of the
existing switch message if the product change leads to a regulated item
type.
Any change to ISURQCONTSRT will update the MOVEINDATE field in the
switch message.
The agent needs to maintain the new supplier in the switch message; in
case of change supply, he/she needs to enter the former supplier as well.
The new supplier can be defaulted via BAdI implementation from the IS-U
backend system (4.1.4)
The distributor is retrieved from the IS-U backend system and updated
automatically in the switch message (4.1.4).
After entering all necessary data The agent chooses the Submit button in the CRM
IC WebClient to save the new contract. The switch message is permanently saved
in the IS-U system; the switch document number is then returned back to CRM
Process End
and saved along with the contract. The new contract has status ‘In Activation’,
which prevent its replication to IS-U until a positive response received in IS-U/IDE
with inbound message sent by the distribution company.
The switch message triggers the supply workflow in IS-U system; upon the
completion of the workflow, it sends either status ‘Activation Accepted’ or
‘Activation Rejected’ to CRM.
In case the activation is approved, the actual supply start date is sent to CRM; the
Supply Wrap-
status ‘In Activation’ is removed and ‘Activation Accepted’ is set; the contract start
up
date is updated with the actual supply start date. The contract replication to ERP
starts right after the download data is saved.
In case of rejection, the status ‘In Activation’ is removed and ‘Activation Rejected’
is set. The contract remains inactive and is not replicated to ERP.
Sub-process: FORCED_MOVEOUT (3.1.1.8)
Relevant If there is already an active contract (replicated) for the PoD, on which the new
Process contract is created, the forced move-out will be triggered in parallel when the PoD
is assigned to the new contract item. In case the active contract is deregulated, the
End Supply process will start.
3.1.1.2 End Contracts

Registration End Supply
Process Name CONTRACT_END
related activity
The customer contacts the call center to end an existing contract and the agent
Business Case
enters all necessary data in the CRM IC WebClient and ends the contract.
The process starts after the agent confirms BP/premise and chooses the End
Process Start
Contracts in Contract Management.
A switch message is created upon the start of the process.
Any change to ISURQCONTEND will update the MOVEOUTDATE field in
the switch message.
The former supplier and distributor are retrieved from the IS-U backend
5
system and updated automatically in the switch message.

The agent chooses the Submit button in the CRM IC WebClient to end the existing
contract after entering all necessary data. The switch message is permanently
saved in the IS-U system; the switch document number is then returned back to
Process End
CRM and saved along with the contract. The contract has the status ‘In
Deactivation’, which prevents its replication to IS-U until a positive response is
received in IS-U/IDE as a message sent by the distributor.
The switch message triggers the supply workflow in the IS-U system; upon the
completion of the workflow, it sends either status ‘Deactivation Accepted’ or
‘Deactivation Rejected’ to CRM.
In case the deactivation is approved, the actual supply end date is sent to CRM;
Supply Wrap- the status ‘In Deactivation’ is removed and the status ‘Deactivation Accepted’ is
up set; the contract end date is updated with the actual supply end date. The contract
ends in CRM and the replication to ERP starts.
In case of rejection, the status ‘In Deactivation’ is removed and ‘Deactivation
Rejected’ is set. The contract remains active in CRM and no contract replication to
ERP.
N/A
Relevant
Process N/A
3.1.1.3 Move Contracts (Move to Other Premises)

Move Contracts refers to a move from one premise to another different premise. It consists of two
CRM processes occurred in order: CONTRACT_END and CONTRACT_START.
CONTRACT_END Refer to activity from

Registration
Process Name CONTRACT_END and
CONTRACT_START related activity
CONTRACT_START
The customer informs the call center about the change of address and the agent
Business Case enters all necessary data in the CRM IC WebClient and completes the address
change.
The agent confirms the BP/ the old Premise and selects the contract to move; the
CONTRACT_END process starts after the agent chooses Move Contracts in
Process Start Contract Management.
The CONTRACT_START process start after the agent has confirmed the new
premise.
Refer to the process CONTRACT_END and CONTRACT_START for supply
process handling.
The agent chooses the Submit button in the CRM IC WebClient to end the existing
contract on the old premise and, after entering all necessary data, concludes the
Process End
new contract on the new premise. Refer to process CONTRACT_END and
CONTRACT_START for detailed information.
Refer to process CONTRACT_END and CONTRACT_START for detailed
information.
Four supply results may occur:
Supply Wrap- Both end and start of supply approved
up
Both end and start of supply rejected
End of supply approved; start of supply rejected
End of supply rejected; start of supply rejected
6
N/A
Relevant
Process(es) N/A
3.1.1.4 Contract Start Reversal

In the deregulated environment, the supplier is permitted to cancel (reverse) a pending request for
start of supply as long as the supply has not been accepted, rejected or reversed. This follows market
rules that are applied in many deregulated markets.
Reverse Start Supply
Registration
Process Name CONTSTART_CANCEL Reverse Start Supply (Change
related activity
Supplier)
The customer contacts the call center, and asks to cancel a new contract before
Business Case the Start Supply process is concluded. The agent enters all necessary data in CRM
IC WebClient and completes the request.
The agent confirms the BP, selects a contract from Contract Management, and
Process Start
chooses Change Contracts, then starts the Cancel Contract process.
A Reverse Start Supply message is created upon the start of the process.
All information is retrieved from the previous saved switch document in
ERP. No manually-entered data is required for the switch message,
therefore no UI is provided.
The agent enters the required information (for example, cancel reason, party) and
chooses the button Finish Process in the CRM IC WebClient to complete the
request. The switch message is saved in the IS-U system; the switch document
Process End
number is then returned back to CRM and saved along with the contract. The
deregulation related status for the contract item keeps unchanged, so the status ‘In
Activation’ remains active.
The status ‘Activation Reversed’ is received in CRM in case the cancellation has
successfully been completed in ERP. The status ‘In Activation’ is removed and the
status ‘Activation Reversed’ is set. The contract remains inactive and is not
Supply Wrap- replicated to ERP.
up
If the cancellation process starts in ERP after the completion of the previous Start
Supply workflow, status ‘Activation Accepted’ or ‘Activation Rejected’ should be
expected. Refer to Supply Wrap-up in 3.1.1.1 for detail information.
N/A
Relevant
Process N/A
3.1.1.5 Contract End Reversal

In the deregulated environment, the supplier is permitted to cancel (reverse) a pending request for
supply end as long as the end supply has not been accepted, rejected or reversed.
Reverse End Supply

Registration
Process Name CONTEND_CANCEL Reverse End Supply (Change
related activity
Supplier)
The customer contacts the call center, and asks to cancel a contract end before
Business Case the end supply process is concluded. The agent enters all necessary data in CRM
IC WebClient and completes the request.
Process Start The agent confirms the BP, selects a contract from Contract Management, and
7
chooses Change Contracts, then starts the Cancel Contract End process.
A Reverse End Supply message is created upon the start of the process.
ERP. No manually-entered data is required for the switch message,
The agent enters required information (for example, cancellation reason, party)
and chooses the Finish Process button in the CRM IC WebClient to complete the
request. The switch message is saved in the IS-U system; the switch document
Process End
number is then returned back to CRM and saved along with the contract. The
deregulation related status for the contract item keeps unchanged, so the status ‘In
Deactivation’ remains active.
Status ‘Deactivation Reversed’ is received in CRM in case the cancellation
completes successfully in ERP. Status ‘In Deactivation’ is removed and
‘Deactivation Reversed’ is set. The contract remains active and no replication to
Supply Wrap- ERP.
up
Supply workflow, the status ‘Deactivation Accepted’ or ‘Deactivation Rejected’
should be expected. Refer to Supply Wrap-up in 3.1.1.2 for detail information.
N/A
Relevant
Process N/A
3.1.1.6 Date Change

In the deregulated environment, the supplier is permitted to change the start date or end date of
contracts, of which the supply process is not concluded yet. That means the contract start or end has
not been accepted, rejected or reversed.

Reverse Start Supply (Change
Supplier)
Registration
Process Name CONTSTART_CHANGE
related activity Start Supply
Start Supply for New Installation
The customer contacts the call center, and asks to change the contract start date
Business Case before the Start Supply process is concluded. The agent enters all necessary data
in the CRM IC WebClient and completes the request.
The agent confirms the BP, selects a contract from the Contract Management, and
Process Start
chooses Change Contracts, then starts the Change Contract Start Date process.
Upon the start of the process, two switch messages are created: a Reverse
Start Supply message is created for the old contract start date, and a new
Start Supply message is created for the new contract start date.
Any update to ISURQCONTSRT will update the MOVEINDATE field in the
new Start Supply message.
ERP. No manually-entered data is required for the two switch messages,
Process End The agent provides a reason for the change and chooses the Finish Process button
8
in the CRM IC WebClient to complete the request. Two switch messages are saved
in the IS-U system; their switch document numbers are then returned back to CRM
and saved along with the contract. The deregulation related status for the contract
item keeps unchanged, so the status‘In Activation’ remains active.
When the supply workflows for the cancellation of the old date and the start of new
date in ERP have been successfully completed, the status ‘Activation Reversed’
and ‘Activation Accepted’ are sent to CRM, respectively. Along with the status
‘Activation Accepted’, the actual supply start date is sent to CRM. In CRM, the
Supply Wrap- status ‘In Activation’ is removed and the status‘Activation Accepted’ is set; the
up contract is updated with the actual supply start date. The contract becomes active
and the replication to ERP starts.
In all other cases, the status ‘Activation Rejected’ should be expected. The contract
remains inactive, no replication takes place.
N/A
Relevant
Process N/A
Reverse End Supply

Reverse End Supply (Change
Registration Supplier)
Process Name CONTEND_CHANGE
related activity
End Supply
End Supply (Change Supplier)
The customer contacts the call center, and asks to change the contract end date
Business Case before the end supply process is concluded. The agent enters all necessary data
in CRM IC WebClient and completes the request.
The agent confirms the BP, selects a contract from Contract Management,
Process Start
chooses Change Contracts, then starts the Change Contract End Date process.
Upon the start of the process, two switch messages are created: a
Reverse End Supply message is created for the old contract end date, and
a new End Supply message is created for the new contract end date.
Any update to ISURQCONTEND will update the MOVEOUTDATE field in
the new End Supply message.
ERP. No manually-entered data is required for the two switch messages,
The agent provides a reason for the change and chooses the Finish Process
button in the CRM IC WebClient to complete the request. Two switch messages
are saved in the IS-U system; their switch document numbers are then returned
Process End
back to CRM and saved along with the contract. The deregulation-related status
for the contract item remains unchanged, this means, the status ‘In Deactivation’
remains active.
In case the supply workflows complete successfully for the cancellation of old date
and the confirmation of new date in ERP, status ‘Deactivation Reversed’ and
‘Deactivation Accepted’ are sent to CRM respectively. Along with status
‘Deactivation Accepted’, the actual supply end date is sent to CRM. In CRM, status
Supply Wrap- ‘In Deactivation’ is removed and ‘Deactivation Accepted’ is set; the contract is
up updated with the actual supply end date. The contract ends and the replication to
ERP starts.
In all other cases, status ‘Deactivation Rejected’ should be expected. The contract
remains active, no replication happens.
9
N/A
Relevant
Process N/A
3.1.1.7 Product Change

The following processes are related to product change:
Reverse product change - PRODCHANGE_CNC
Product change in same document - PROD_CHANGE_CURR
Product change in new document - PROD_CHANGE_NEW
Follow-up product change - PROD_CHANGE_PAR2
In the standard implementation, product change doesn’t generate any switch messages, therefore no
deregulation related process is involved on both CRM and ERP side, this means, deregulated and
regulated items are equivalent.
3.1.1.8 Forced Move-Out

The process FORCED_MOVEOUT is called automatically during the Start Supply process to an
occupied service location. It generates an end supply with the start of supply minus one.
Registration End Supply

Process Name FORCED_MOVEOUT
related activity End Supply (Change Supplier)
The customer contacts the call center to start a new contract on an occupied
Business Case
service location.
The process starts as a sub-process, once the occupied POD is assigned to the
Process Start
new contract item inside CONTRACT_START process.
An End Supply message is created upon the start of the process with the
end date set to the start date of the new contract minus one.
Any change to ISURQCONTSRT to the new contract item will update the
MOVEOUTDATE field in the End Supply message (minus one).
The former supplier and distributor are retrieved from the IS-U backend
system and updated automatically in the switch message.
No manually-entered data is required for the switch message, therefore no
UI is provided.
The agent clicks the Submit button in the New Contract process. The switch
message is permanently saved in the IS-U system; the switch document number is
Process End then returned back to CRM and saved along with the contract. The old contract
has the status ‘In Deactivation’, which prevent its replication to IS-U until a positive
supply response is received from the IS-U.
completion of the workflow, it sends either status ‘Deactivation Accepted’ or
‘Deactivation Rejected’ to CRM.
Supply Wrap- In case the deactivation is approved, the actual supply end date is also sent to
up CRM; the status ‘In Deactivation’ is removed and ‘Deactivation Accepted’ is set;
the contract end date is updated with the actual supply end date. The contract
ends in CRM and the replication to ERP starts.
In case of rejection, the status ‘In Deactivation’ is removed and ‘Deactivation
Rejected’ is set. The contract remains active in CRM and no contract replication to
10
ERP.
CONTRACT_START
Relevant
Process FORCED_MOVEOUT is started as a sub-process of CONTRACT_START.
3.1.2 Quotation Related Process

There are five quotation-related processes:
Create quotation - QUOTATION_CREATE
Accept quotation - QUOTATION_ACCEPT
The following processes are not deregulation relevant; therefore no supply process handling:
Change quotation - QUOTATION_CHANGE
Reject quotation - QUOTATION_REJECT
Release quotation - QUOTATION_RELEAS
3.1.2.1 Create Quotation (Create Offer)
Start Supply
Registration
Process Name QUOTATION_CREATE Start Supply for New Installation
related activity
The customer contacts the call center for a new quotation. The agent enters all
Business Case
necessary data in the CRM IC WebClient and saves the quotation.
The process starts after the agent confirms the BP/the premise and chooses
Process Start
Create in Quotation Management.
A switch message is created when the PoD is assigned to a deregulated
item
type.
(Such a change is of course not very meaningful from business point of
view. So this case is more hypothetical to describe the implemented
process logic.)
switch message.
The agent needs to maintain the switch message, for example, enter data
like switch activity, codes for service providers (the new supplier in the
switch message; in case of change supply, he/she needs to enter the
former supplier as well; distributor). Service provider codes can be also
automatically filled into the switch message:
o The new supplier can be defaulted using a BAdI implementation
from IS-U backend system.
o If a IS-U grid is assigned to the corresponding PoD, the distributor
is retrieved using the IS-U grid from the IS-U backend system and
updated automatically in the switch message.
Process End The agent chooses the Submit button in the CRM IC WebClient to save the new
quotation after entering all necessary data. A temporary switch message is saved
11
in the IS-U system; the new switch message number is then returned back to CRM
and saved along with the quotation.
The supply start message saved in IS-U is a temporary switch message; therefore
Supply Wrap- no supply workflow is triggered.
up
Quotation only exists on the CRM side, no replication to ERP takes place.
N/A
Relevant
Process N/A
3.1.2.2 Accept Quotation
Registration
Process Name QUOTATION_ACCEPT N/A
related activity
The customer contacts the call center, and he/she wants to take a previously
created quotation (offer). The agent “accepts” the quotation and makes necessary
Business Case
changes. A new contract is created based on the quotation and the agent saves
the new contract in the CRM IC WebClient.
The process starts after the agent confirms the BP and chooses Accept for a
Process Start
selected quotation in Quotation Management.
The switch message is handled in the follow-up process.
The agent chooses the Submit button in the CRM IC WebClient to save the new
contract. A new switch document is created and saved permanently in the IS-U
Process End
system; the switch document number is then returned back to CRM and saved
along with the contract. The contract has the status ‘In Activation’.
Supply Wrap-
Refer to the follow-up process CONTRACT_CHANGE.
up
Relevant Follow-up process: CONTRACT_CHANGE

Process The switch message is handled in this process.
Process CONTRACT_CHANGE is only used as the follow-up process of QUOTATION_ACCEPT.

Start Supply
Registration
Process Name CONTRACT_CHANGE Start Supply for New Installation
related activity
Process CONTRACT_CHANGE is only used as the follow-up process of
Business Case
QUOTATION_ACCEPT.
Process Start The process starts when QUOTATION_ACCEPT starts.
A switch message is created upon the start of the process if the quotation
already has a PoD assigned. The values of the switch message are
directly copied from the temporary switch message created in the
quotation.
In case there is no PoD for the quotation and the PoD is assigned later in
this process, the switch message is created in the ON_POD_CHANGE
event.
If the quotation was created out of an existing contract, the switch
message is not generated. In this case, the product change will be carried
12
out in the main process QUOTATION_ACCEPT.

switch message.
type.
The agent chooses the Submit button in the CRM IC WebClient to save the new
Process End
contract.
completion of the workflow, it either sends the status ‘Activation Accepted’ or
In case the activation is approved, the actual supply start date is also sent to CRM;
Supply Wrap- the status ‘In Activation’ is removed and ‘Activation Accepted’ is set; the contract
up start date is updated with the actual supply start date. The contract replication to
ERP starts right after the download data has been saved.
In case of rejection, the status ‘In Activation’ is removed and ‘Activation Rejected’
is set. The contract remains inactive and no contract replication to ERP takes
place.
Relevant QUOTATION_ACCEPT
Process The main process of CONTRACT_CHANGE.
3.1.3 Displaying and Monitoring Switch Documents

To display and monitor switch documents for a contract in IC, you need to go to the contract Details
view and click tab Status, where all switch documents related to the contract are listed. For detailed
information on each switch document, you click on a switch document number link. The detailed view
is then displayed for the selected switch document, containing the tab pages Activities, Messages, and
Log.
3.2 Processes from the User’s Perspective in the C&I Scenario

The agent in the IC scenario only interacts with residential customers, and the number of items per
customer and per order is very limited. However, in the C&I scenario the agent (Key Account
Manager, KAM) normally deals with industrial and commercial customers, whose orders may contain
hundreds or even over a thousand of items at the same time. The performance becomes one of the
major concerns during the process of orders with multiple items; therefore the creation of switch
messages in most cases is not triggered automatically inside the CRM processes like in the IC. They
are only triggered on the KAM’s request on the UI.
The KAM is using the UTIL_SALES business role.
3.2.1 Contract Related Processes

3.2.1.1 Create Contract from PoD Set
CONT_CREATE_BSKM
(structured) Registration
Process Name N/A
CONT_CREATE_BSKT related activity
(flat)
Business Case The KAM creates a contract from an existing PoD Set.
13
The KAM opens an existing PoD Set, selects PoDs from the list and then starts the
Process Start
process Contract or Structured Contract from the Process menu.
There is no switch message handling in this process.
After maintaining the required information, the KAM chooses the Save button in the
Process End
CRM WebClient to save the new contract.
Supply Wrap- Refer to the follow-up process in 3.2.1.2 for information about switch message
up handling.
Follow-up process: CNTR_CHANGE_CI
The switch messages belong to the follow-up process, which also responses to the
changes made to the contract items.
Relevant Any product change during the process may cause the deletion of the
Process existing switch messages if the product change leads to a regulated item
type.
switch messages.
3.2.1.2 Change Contract
Start Supply
Registration
Process Name CNTR_CHANGE_CI Start Supply for New Installation
related activity
Business Case The KAM inserts a new contract item or opens an existing contract into Edit mode.
The process starts when
1. The KAM chooses the New button from the Contract Search Result List
view, or subsequently inserts a new item (choosing the Insert button on
the UI) to the newly created contract.
2. The KAM opens an existing contract and chooses the Edit button from the
Process Start Item List view, or subsequently inserts a new item (choosing the Insert
button on the UI) to the existing contract.
3. The KAM creates a contract from the PoD set. It starts as the follow-up
process of CONT_CREATE_BSKM and CONT_CREATE_BSKT.
4. The KAM accepts a quotation. It starts as the follow-up process of
QUOT_ACCEPT_CI, QUOT_ACC_ITEM_CI and QUOT_ACC_STR_CI.
No switch message is generated during the process Start method.
Start Supply is relevant to newly-inserted deregulated contract items (or
sub-items in case of structured document).
Start Supply is relevant to existing deregulated contract items only when
they are non-active and without pending Start Supply
When this process is started as the follow-up process, the creation of switch
messages can only be triggered using the Market Communication Data button.
When this process is started as the main process, the creation of switch
messages is triggered by one of the following events on the Start-Supply-
relevant items:
Any POD change deletes the old switch message if it exists, and creates a
new one
Any product change creates a switch message if there is no existing one.
14
A product change may cause the deletion of the existing switch message if
the product change leads to a regulated item type.
Any change to ISURQCONTSRT creates a switch message by retrieving it
from ERP if there is a previously-saved temporary switch message and it
is not in the buffer yet; if the switch message already exists in the buffer,
the MOVEINDATE field will be upated.
In Edit mode, the agent chooses the Market Communication Data button
to create switch messages for those Start-Supply-relevant items that do
not yet have switch messages.
Market Communication Data button:
The switch messages are displayed in the Market Communication view; in
case of structured contract, the switch messages are also grouped per
main item.
The KAM needs to maintain the new supplier in the switch messages. If
the supplier changes, the KAM needs to enter the former suppliers as well.
The new supplier can be defaulted using a BAdI implementation from IS-U
backend system.
automatically in the switch messages.
The Message Data Clipboard enables the mass update to the selected
switch messages.
When a switch message is created for the item with previously-saved
temporary switch message, the value of the switch message is retrieved
directly from ERP.
After maintaining the required information, the KAM chooses the Save button in
the CRM WebClient to save the new contract. The switch messages are
permanently saved in the IS-U system; the switch document numbers are then
returned back to CRM and saved along with the contract items. The new contract
has the status ‘In Activation’, which prevent its replication to IS-U until a positive
Process End response is received from the IS-U system.
If the items or the switch messages contain an error, the switch messages will be
saved temporarily in the IS-U system with a temporary flag; the new switch
message numbers are returned and saved with their contract items in CRM for
future reference. The status ‘In Activation’ is not set and the status ‘Activation
Schedule’ remains active..
Each permanent switch message triggers a supply workflow in IS-U system; upon
the completion of the workflow, it sends either status ‘Activation Accepted’ or
If the activation is approved, the actual supply start date is sent to CRM; the status
‘In Activation’ is removed and the status ‘Activation Accepted’ is set. The contract
Supply Wrap- start date is updated with the actual supply start date. The contract replication to
up ERP starts right after the download data have been saved.
If the activation is rejected, the status ‘In Activation’ is removed and the status
‘Activation Rejected’ is set. The contract remains inactive and no contract
replication to ERP takes place.
No supply workflow is started for the temporary switch messages.
Changes made to items with pending Start Supply process must be done using
Relevant
separate processes, for example, CI_START_CHANGE, CONTRACT_END_CI,
Process
CI_END_CANCEL, QUOT_ACCEPT_CI.
15
3.2.1.3 End Contract
CONTRACT_END_CI Registration End Supply

Process Name
SUPPLY_END_CI related activity
Business Case The KAM tries to end an active Start Supply process.
The KAM searches and opens an existing contract, puts the contract into edit
Process Start
mode, select active contract items, then checks and executes C&I Contract End.
An End Supply message for each selected item is created upon the start of
the process.
All information is retrieved from the active Start Supply process in ERP. No
manually-entered data is required for the switch message.
The process ends after the execution completes. The End Supply message is
saved in the IS-U system once the KAM chooses the Save button; the switch
Process End
document number is then returned back to CRM and saved along with the
contract. ‘In Deactivation’ status is set.
Supply Wrap-
Refer to Supply Wrap-up in 3.1.1.2 for detailed information.
up
Relevant Process CNTR_CHANGE_CI is involved when the contract is put into edit mode.
Process
3.2.1.4 Contract Start Reversal

In the deregulated environment, the KAM should be able to cancel (reverse) the pending Start Supply
process as long as the supply has not been accepted, rejected or reversed.

Registration
Process Name CI_START_CANCEL Reverse Start Supply (Change
related activity
Supplier)
Business Case The KAM tries to cancel a pending Start Supply process.
Process Start mode, select the contract items with pending Start Supply process, then checks
and executes C&I Cancel Contract.
A Reverse Start Supply message is created upon the start of the process.
ERP. No manually-entered data is required for the switch message.
The process ends after the execution completes. The reversal switch message is
saved in the IS-U system once the KAM chooses the Save button; the switch
Process End document number is then returned back to CRM and saved along with the
contract. The deregulation related status for the contract item remains unchanged,
this means, the status ‘In Activation’ remains active.
The status ‘Activation Reversed’ is received in CRM in case the cancellation has
successfully been completed in ERP. The status ‘In Activation’ is removed and the
Supply Wrap- status‘Activation Reversed’ is set. The contract remains inactive and no replication
up to ERP takes place.
Supply workflow, the status ‘Activation Accepted’ or the status ‘Activation Rejected’
16
should be expected. Refer to Supply Wrap-up in 3.1.1.4 for detailed information.
Relevant The process CNTR_CHANGE_CI is involved when the contract is put into edit
Process mode.
3.2.1.5 Contract End Reversal

In the deregulated environment, the KAM should be able to cancel (reverse) pending End Supply
process as long as the supply has not been accepted, rejected or reversed.
Reverse End Supply

Registration
Process Name CI_END_CANCEL Reverse End Supply (Change
related activity
Supplier)
Business Case The KAM tries to cancel a pending End Supply process.
Process Start mode, select the contract items with pending end supply, then checks and
executes C&I Cancel Contract End.
A Reverse End Supply message is created upon the start of the process.
ERP. No manually-entered data is required for the switch message.
The process ends after the execution has been completed. The Reversal Switch
message is saved in the IS-U system once the KAM chooses the Save button; the
Process End switch document number is then returned back to CRM and saved along with the
contract. The deregulation-related status for the contract item remains unchanged,
this means, the status ‘In Deactivation’ remains active.
The status ‘Deactivation Reversed’ is received in CRM in case the cancellation has
successfully been completed in ERP. The status ‘In Deactivation’ is removed and
the status ‘Deactivation Reversed’ is set. The contract remains active and no
Supply Wrap- replication to ERP takes place.
up
Supply workflow, the status ‘Deactivation Accepted’ or ‘Deactivation Rejected’
should be expected. Refer to Supply Wrap-up in 3.1.1.5 for detailed information.
Process
3.2.1.6 Contract Start Date Change

In the deregulated environment, the KAM should be able to change the start date of a pending Start
Supply process, as long as the supply has not been accepted, rejected or reversed.

Reverse Start Supply (Change
Supplier)
Registration
Process Name CI_START_CHANGE
related activity Start Supply
Start Supply for New Installation
17
The KAM tries to change the start date for contract items with pending Start Supply
Business Case
process.
Process Start mode, select the contract items with pending Start Supply process, then checks
and executes C&I Change Contract Start.
No switch message is created upon the start of the process.
Two switch messages are created for each selected item when item
ISURQCONTSRT is changed: a Start Supply message with the newly-
enter date; a Reverse Start Supply message for the pending supply.
ERP. No manually-entered data is required for the two switch messages.
The process ends after the execution completes. The reversal and new supply
switch messages are saved in the IS-U system once the KAM chooses the Save
Process End button; the switch document numbers are then returned back to CRM and saved
along with the contract. The deregulation-related status for the contract item
remains unchanged, this means, the status ‘In Activation’ remains active.
In case the supply workflows complete successfully for the cancellation of old date
and the start of new date in ERP, status ‘Activation Reversed’ and ‘Activation
Accepted’ are sent to CRM respectively. Along with status ‘Activation Accepted’,
Supply Wrap- the actual supply start date is also sent to CRM. In CRM, status ‘In Activation’ is
up removed and ‘Activation Accepted’ is set; the contract is updated with the actual
supply start date. The contract becomes active and the replication to ERP starts.
In all other cases, status ‘Activation Rejected’ should be expected. The contract
remains inactive, no replication happens.
Process
3.2.1.7 Contract End Date Change

In the deregulated environment, the KAM should be able to change the end date of pending end
supply as long as the supply has not been accepted, rejected or reversed.
Reverse End Supply

Reverse End Supply (Change
Registration Supplier)
Process Name CI_END_CHANGE
related activity
End Supply
End Supply (Change Supplier)
Business Case The KAM tries to change the end date for contract items with pending end supply.
Process Start mode, select the contract items with pending end supply, then checks and
executes C&I Change Contract End.
No switch message is created upon the start of the process
Two switch messages are created for each selected item when item
ISURQCONTEND is changed: an End Supply message with the newly-
enter end date; a Reverse End Supply message for the pending end
supply.
ERP. No manually-entered data is required for the two switch messages.
18
The process ends after the execution has been completed. The reversal and new
end supply switch messages are saved in the IS-U system once the KAM chooses
Process End the Save button; the switch document numbers are then returned back to CRM
and saved along with the contract. The deregulation-related status for the contract
item remains unchanged, this means, the status ‘In Deactivation’ remains active.
When the supply workflows have successfully been completed for the cancellation
of old date and the end of new date in ERP, the status ‘Deactivation Reversed’ and
‘Deactivation Accepted’ are sent to CRM, respectively. Along with the status
‘Deactivation Accepted’, the actual supply end date is also sent to CRM. In CRM,
Supply Wrap- the status ‘In Deactivation’ is removed and the status‘Deactivation Accepted’ is set;
up the contract is ended with the actual supply end date and the replication to ERP
starts.
In all other cases, the status ‘Deactivation Rejected’ should be expected. The
contract remains active, no replication takes place.
Process
3.2.2 Quotation Related Processes

The quotation is only dealing with temporary switch messages, which do not trigger any switch
workflow in ERP; therefore, there are less quotation-related processes in the deregulated
environment.
3.2.2.1 Create Quotation

The following processes are related to the quotation creation:
QUOT_CREATE_BSKM
QUOT_CREATE_BSKT
QUO_CONSET_COPY
QUO_CONSET_COPYS
QUOT_COPY_CI
QUOT_CHANGE_CI
QUOT_CHANGE_CI is defined as the follow-up process of the other processes, and the switch
messages are created and bound to QUOT_CHANGE_CI, only.
Start Supply
Registration
Process Name QUTO_CHANGE_CI Start Supply for New Installation
related activity
The KAM inserts a new quotation item or opens an existing quotation into Edit
Business Case
mode.
The process starts when
1. The KAM chooses the New button from Quotation Search Result List view,
or subsequently inserts a new item (choosing the Insert button on the UI)
Process Start to the newly created quotation.
2. The KAM opens an existing quotation and chooses the Edit button from
theItem List view, or subsequently inserts a new item (choosing the Insert
button on the UI) to the existing quotation.
19
3. The KAM creates a quotation from PoD set. It starts as the follow-up
process of QUOT_CREATE_BSKM or QUOT_CREATE_BSKT.
When this process is started as the follow-up process, the creation of switch
messages can only be triggered by choosing the Market Communication Data
button.
When this process is started as the main process, the creation of switch
messages is triggered by one of the following events on the start-supply-
relevant items:
Any POD change deletes the old switch message, if it exists, and creates
a new one
Any product change creates a switch message, if there is no existing one.
A product change may cause the deletion of the existing switch message if
the product change leads to a regulated item type.
Any change to ISURQCONTSRT creates a switch message by loading it
from ERP if there is a previously-saved temporary switch message and it
is not yet in the buffer; if the switch message already exists in the buffer,
the MOVEINDATE field will be upated.
In Edit mode, the KAM chooses the Market Communication Data button to
create switch messages for those items that do not yet have switch
messages.
Market Communication Data button:
The switch messages are displayed in the Market Communication view; in
case of structured quotation, the switch messages are also grouped per
main item.
The KAM needs to maintain the new supplier in the switch messages; in
case of change supply, he/she needs to enter the former suppliers as well.
He can define a new default supplier using a BAdI implementation from the
IS-U backend system.
automatically in the switch messages.
The Message Data Clipboard enables mass update to the selected switch
messages.
When a switch message is created for the item with previously-saved
temporary switch message, the value of the switch message is taken
directly from ERP.
After maintaining required information, the KAM chooses the Save button in the
CRM WebClient to save the new quotation. The switch messages are temporarily
Process End
saved in the IS-U system; new switch message numbers are then returned back to
CRM and saved along with the quotation items for future reference.
Supply Wrap-
N/A
up
Relevant
Process
3.2.2.2 Accept Quotation

Like in the IC, accepting a quotation requires two processes, main process and follow-up process.
Main Processes:
QUOT_ACC_STR_CI
20
QUOT_ACCEPT_CI
QUOT_ACC_ITEM_CI
Follow-up Process:
CNTR_CHANGE_CI
The main processes do not handle any switch message. Switch messages are processed only in the
follow-up process. Refer to 3.2.1.2 for more information on the follow-up process.
4 Technical Settings and Extensibility

4.1 SAP CRM
4.1.1 Customizing
4.1.1.1 Mark Item Categories as Relevant for Deregulation
In Customizing for Customer Relationship Management under Industry-Specific Solutions Utilities
Industry Transactions Settings for Utility Transactions Define Settings for Item Categories
select the IDE indicator for item categories that are deregulation-relevant.
.
4.1.1.2 Defining Switch Actions

A switch action defines a supply activity using the combination of field values from switch type, switch
view, message category, and transaction reason. The available values for the four fields are defined in
the backend system. Below you will find the standard Customizing settings for each field.
Switch Type:
01: Change of Supply
02: End of Supply
03: Start of Supply
04: Backup Supply
Switch View:
01: Distributor View
02: Supplier View - New Supplier
03: Supplier View - Old Supplier
Category:
E01: Registration
E02: Termination
Transaction Reason:
E01: Move-in/out
E02: Move-in (New Installation)
E03: Change of Supplier
E04: Backup Supply
E05: Reversal
E06: Emergency Supply
21
In Customizing for Customer Relationship Management under Industry-Specific Solutions Utilities

Industry Settings for User Interface Transaction Processing Market Communication, in the
Define Switch Actions folder, you can define all switch actions that occur in your company.
Below you will find some examples:
Switch Description Switch Switch Category Transaction
Action ID Type View Reason
2000 Start Supply 03 02 E01 E01
2001 Start Supply for New 03 02 E01 E02
Installation
2002 Start Supply (Change 01 02 E01 E03
Supplier)
2011 Reverse Start Supply 03 02 E01 E05
2012 Reverse Start Supply 01 02 E01 E05
(Change Supplier)
3001 End Supply 02 03 E02 E01
3002 End Supply (Change 01 03 E02 E03
Supplier)
3011 Reverse End Supply 02 03 E02 E05
3012 Reverse End Supply 01 03 E02 E05
(Change Supplier)
4.1.1.3 Defining Switch Action Groups and Assigning Switch Actions to Groups
In Customizing for under Customer Relationship Management under Industry-Specific Solutions
Utilities Industry Settings for User Interface Transaction Processing Market Communication,
in the Define Switch Action Groups folder, you create switch action groups, to which switch actions are
gathered depending on how you need them for the process. In the Allocate Switch Actions folder, you
allocate switch actions to a group and also define the order in which the switch actions are displayed
in the dropdown list in the IC WebClient.
Below you will find the standard switch action groups and switch action allocations with ranks:
Switch Action Group Description Assigned Switch Ranks
Actions
CONTRACT_START Contract Start 2000 – Start Supply 10
2001 – Start Supply for 20
New Installation
2002 – Start Supply 30
(Change Supplier)
END_OF_SUPPLY Contract End 3001 – End Supply 10
3002 – End Supply 20
(Change Supplier)
CAN_CONT_START Cancel Contract Start 2011 – Reverse Start 10
Supply
2012 – Reverse Start 20
Supply (Change
Supplier)
CAN_CONT_END Cancel Contract End 3011 – Reverse End 10
Supply
22
3012 – Reverse End 20

Supply (Change
Supplier)
The switch action with the lowest rank number is displayed on the top of the switch action dropdown
list on the UI.
4.1.1.4 Allocating Switch Action Groups to Processes

In Customizing for Customer Relationship Management for Industry-Specific Solutions Utilities
Industry Settings for User Interface Transaction Processing Processes Define Processes,
assign proper switch action groups to all the processes relevant for the deregulated environment.
You can do this by using the Process Configuration hierarchy node for the relevant process.
Process Overview and Deregulation Related Configuration for IC Scenario
Process Name Description Field Name Configuration Value
CONTRACT_START Start contract SWT_MSG_GROUP CONTRACT_START
CONTRACT_END End contract SWT_MSG_GROUP END_OF_SUPPLY
CONTSTART_CANCEL Cancel contract SWT_MSG_GROUP_CN CAN_CONT_START
CONTEND_CANCEL Cancel contract end SWT_MSG_GROUP_CN CAN_CONT_END
CONTRACT_CHANGE Follow-up process of SWT_MSG_GROUP CONTRACT_START
QUOTATION_ACCE
PT
CONTSTART_CHANGE Change contract start SWT_MSG_GROUP_CN CAN_CONT_START
date
SWT_MSG_GROUP_CR CONTRACT_START
CONTEND_CHANGE Change contract end SWT_MSG_GROUP_CN CAN_CONT_END
date
SWT_MSG_GROUP_CR END_OF_SUPPLY
FORCED_MOVEOUT Sub-process of SWT_MSG_GROUP END_OF_SUPPLY
CONTRACT_START
for forced move-out
on occupied PoD
PROD_CHANGE_CUR Product change in N/A
R the same document
PROD_CHANGE_NEW Product change in N/A
the new document
PROD_CHANGE_PAR2 Product change N/A
follow-up process
PRODCHANGE_CNC Cancel product N/A
change
QUOTATION_ACCEPT Accept quotation SWT_MSG_GROUP Not used in the
standard
implementation
QUOTATION_CREATE Create quotation SWT_MSG_GROUP CONTRACT_START
QUOTATION_CHANGE Change quotation SWT_MSG_GROUP CONTRACT_START
QUOTATION_REJECT Reject quotation SWT_MSG_GROUP Not used in the
standard
implementation
QUOTATION_RELEAS Release quotation SWT_MSG_GROUP Not used in the
standard
implementation
23
Process Overview and Deregulation Related Configuration for C&I Scenario

QUOT_CREATE_BSKT Create quotation from SWT_MSG_GROUP Not used in the
Pod set standard
implementation
CONT_CREATE_BSKT Create contract from SWT_MSG_GROUP Not used in the
PoD set standard
implementation
QUOT_CREATE_BSKM Create structured SWT_MSG_GROUP Not used in the
quotation from PoD standard
set implementation
CONT_CREATE_BSKM Create structured SWT_MSG_GROUP Not used in the
contract from PoD set standard
implementation
QUOT_ACC_STR_CI Accept quotation with SWT_MSG_GROUP Not used in the
structured items standard
implementation
QUOT_ACC_ITEM_CI Accept quotation with SWT_MSG_GROUP Not used in the
items standard
implementation
QUOT_ACCEPT_CI Accept quotation SWT_MSG_GROUP Not used in the
standard
implementation
QUOT_CHANGE_CI Change quotation SWT_MSG_GROUP_CS CONTRACT_START
SWT_MSG_GROUP_CE Not used in the
standard
implementation
CNTR_CHANGE_CI Change contract SWT_MSG_GROUP_CS CONTRACT_START
SWT_MSG_GROUP_CE Not used in the
standard
implementation
CI_START_CHANGE Change contract start SWT_MSG_GROUP_CN CAN_CONT_START
date
SWT_MSG_GROUP_CR CONTRACT_START
CI_START_CANCEL Cancel contract SWT_MSG_GROUP_CN CAN_CONT_START
CI_END_CHANGE Change contract end SWT_MSG_GROUP_CN CAN_CONT_END
date
SWT_MSG_GROUP_CR END_OF_SUPPLY
CI_END_CANCEL Cancel contract end SWT_MSG_GROUP_CN CAN_CONT_END
CONTRACT_END_CI End contract SWT_SMG_GROUP END_OF_SUPPLY
SUPPLY_END_CI Cancel supply SWT_MSG_GROUP_CN END_OF_SUPPLY
QUO_CONSET_COPY Create quotation from SWT_MSG_GROUP CONTRACT_START
contract set
SWT_MSG_GROUP_CN Not used in the
standard
implementation
QUO_CONSET_COPYS Create structured SWT_MSG_GROUP CONTRACT_START
24

quotation from SWT_MSG_GROUP_CN Not used in the
contract set standard
implementation
CS_MOVEOUT End contract from SWT_MSG_GROUP END_OF_SUPPLY
contract set
SWT_MSG_GROUP_CN Not used in the
standard
implementation
4.1.2 Status
The following system statuses are used for the change of supplier from the CRM System:
I2401 UAPL Activation Scheduled
The system sets this status automatically when the contract is entered (by the process
framework) if the item category is marked as relevant for deregulation.
This status blocks replication.
I2402 UACA In Activation
The system sets this status automatically while saving if a switch message has been entered
and the document does not contain any errors.
This status is replaced by one of the following three statuses once the change of supplier is
complete.
It replaces status I2401 (Activation Scheduled).
The status In Activation blocks replication.
I2404 UARJ Activation Rejected
Response from the deactivation workflow.
I2405 UACN Activation Reversed
I2403 UAAC Activation Accepted
If the change of supplier is approved at the end of the process, the system sets this status
instead of the status In Activation.
I2406 UDCN Deactivation Scheduled
The system sets this status automatically when the contract is ended (by the process
framework), if the item category is marked as relevant for deregulation.
I2407 UDCA In Deactivation
The system automatically sets this status while saving, if a switch message has been entered
and the document does not contain errors.
This status replaces status I2406 (Deactivation Scheduled) and is replaced by one of the
following three statuses once the change of supplier is complete:
I2408 UDAC Deactivation Accepted
I2409 UDRJ Deactivation Rejected
I2410 UDPL Deactivation Reversed
25
I2413 UWMO Wait for End of Supply

The system set this status when a pending end supply exists on the PoD.
I2415 IUCM Cancellation Message Created
The system set this status when a reverse Start Supply process is triggered.
I2416 IUCC Supply End Cancellation Message Created
The system set this status when a reverse end supply is triggered.
4.1.3 CRM BAdI CRM_ISU_IL_SWTMSG

BAdI: CRM_ISU_IL_SWTMSG
Fallback Class (if no implementation): CL_DEF_BADI_ISU_IL_SWTMSG
Multiple Use: No
Method Name Description(Purpose/When is Called) What Does Fallback Class Do?
INITIALIZE Update switch type, switch view, Read action ID customizing table
category and transaction reason when (buffered) and update switch type,
action ID is changed at UI level switch view, category and
transaction reason in the switch
message
SET_DEFAULT_VA Set default values to switch message, Calling remote FM
LUES for example, supplier, distributor, when ISU_BOL_IDE_SWD_DEFAULTS
switch message is created first or when in ERP to get default values
action ID is changed at UI level
CHECK_INPUT Check single data fields modified at UI Not implemented.

level. Use CHECK_ALL_DATA instead.
CHECK_ALL_DATA Check all data fields when the switch Calling remote FM
message is created first or when it is ISU_BOL_IDE_SWTFIELDCHECK
changed at UI level or before it is and ISU_BOL_IDE_SWT_CHECK
saved. in ERP to check changed values
and the existence of the service
provider
SET_DATA_FOR_D Update text for supplier, distributor, Calling remote FM
ISPLAY owner, when switch message is created ISU_BOL_IDE_ESERVPROV_TXT
first or when it is changed at UI level. in ERP (texts buffered in CRM) to
update the text description
GET_TEXT Get text for switch message field Not implemented.
displayed in the UI
MODIFY_FIELD_PR Modify field properties before switch Not implemented
OPERTIES message is displayed at UI level
SET_DEFAULT_VA Set default values to multiple switch Calling remote FM
LUES_BULK messages ISU_BOL_IDE_SWD_DEFAULTS
in ERP to get default values
CHECK_ALL_DATA Check data fields for multiple switch Calling remote FM
_BULK messages ISU_BOL_IDE_SWTFIELDCHECK
and ISU_BOL_IDE_SWT_CHECK
in ERP to check changed values
and the existence of the service
provider
SET_DATA_FOR_D Update text for multiple switch Calling remote FM
ISPLAY_BULK messages ISU_BOL_IDE_ESERVPROV_TXT
26
in ERP (texts buffered in CRM) to

update the text description
4.1.4 Switch Message Defaulting via ERP BAdI ISU_IDE_SWITCHDOC

or ISU_IDE_SWITCHDOC2
BAdI ISU_IDE_SWITCHDOC is used in SAP ERP EhP3 and below; ISU_IDE_SWITCHDOC2 is used
in EhP4 and above.
You can default certain fields when creating a new switch message using the BAdI implementation of
method IF_EX_ISU_IDE_SWITCHDOC~MSGDATA_SUBSCREEN_PAI, which includes the following
fields:
SETTLRESP: Y_OBJ-MSGDATA_DISPLAY- SETTLRESP
DISTRIBUTOR: Y_OBJ-SWTDOC_DISPLAY- DISTRIBUTOR
SERNR: Y_OBJ-MSGDATA_DISPLAY- METERNR
SERVICE_PROV_NEW: Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW
SERVICE_PROV_OLD: Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_OLD
Below you will find a sample code for the definition of a default for the new service provider:
IF POD division is electricity.
Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW = ‘SP_ELEC’.
ELSEIF POD division is gas.
Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW = ‘SP_GAS’’.
ELSE. “Division water
Y_OBJ-SWTDOC_DISPLAY- SERVICE_PROV_NEW = ‘SP_WATER’’.
ENDIF.
There is a fallback class for each BAdI: CL_DEF_IM_ISU_IDE_SWITCHDOC and

CL_DEF_IM_ISU_IDE_SWITCHDOC2, respectively. They will be executed if no customer
implementation is provided.
27
4.2 SAP IS-U

4.2.1 Customizing / Starting the Workflow
The provided standard workflows are templates that are not intended for direct use. You have to copy
them and adapt the copy to your project-specific requirements.
The following standard workflows are required for the change of supplier with connection to an SAP
CRM System:
(The distributor’s view and corresponding workflow template WS20500195 are not relevant for a
supplier system. Therefore, this workflow template has not been integrated with SAP CRM.)
Former supplier’s view: WS20500251
This workflow is an enhanced copy of the existing workflow WS20500217 and provides
the integration to the SAP CRM System.
New supplier’s view: WS20500225
This workflow is an enhanced copy of the existing workflow from the new supplier’s view
(WS20500207) and provides the integration to the SAP CRM System.
Connector workflow: WS20500253
This workflow controls communication between SAP IS-U and the SAP CRM System.
Before you can start the change of supplier process, you must have made all the Customizing settings
for the SAP Business Workflow.
For more information about SAP Business Workflow, see SAP Help Portal at
http://help.sap.com under SAP R/3 and R/3 Enterprise.
Method CreateFromMsgDataDialog of BOR object type ISUSWITCHD (IS-U Switch Document) is
called from the SAP CRM System. The agent can enter the necessary data for the switch process.
A switch document is created in SAP IS-U using the SAP CRM processes as described in the previous
sections and event Created of BOR object type ISUSWITCHD (IS-U Switch Document) is created. The
following parameters are available in the event container:
MessageCategory
SwitchView
SwitchType
DivisionCategory
The Created event of BOR object type ISUSWITCHD (IS-U switch document) starts the change of
supplier workflows.
Enter the relevant workflow template for every switch view in Customizing. Choose Customizing for
SAP Utilities under Process Management Supplier Change Define Workflow per Switch View
(transaction SM30; V_EIDESWTVIEWTAS).
In order to use the connection to an SAP CRM System for the change of supplier, you have to enter
the copy of workflow template WS20500225 or your own project-specific workflow template for the
workflow from the new supplier's view. For the workflow from the former supplier’s view, use the copy
of workflow template WS20500251, or enter your own project-specific workflow template.
28
You can use the workflow with connection capabilities to SAP CRM (WS20500225), or
your own copy even if you do not run a CRM System. However, workflow WS2050025
only works without modification if a CRM System is connected.
Since both workflows are registered with event Created, you must also enter check function module
ISU_IDE_CHECK_SWT_WF_START in the Event Type Linkages of the SAP Business Workflow
(transaction SWETYPV). Using this check function module, the Created event only starts the workflow
that is valid for the switch view. You must also activate the event type linkage by selecting the Type
Linkage Activated indicator.
You also have to set up the event type linkage for the following events of ISUSWITCHD (IS-U Switch
Document):
EnrollmentConfirmed
DropConfirmed
SWTStatusSet
In the Receiver Type field, enter the workflow template WS20500253 or your own project-specific
copy. A check function module is also necessary for these linkages. To do this, use function module
ISU_IDE_CHECK_SWT_WF_CRM_ENH_S.
4.2.2 Workflow Template

The provided workflows are templates that show the infrastructure for integrating the grid usage
related processes in SAP ERP with an SAP CRM System. To use the workflows, you have to copy the
template and adapt it for your specific project.
Former Supplier’s Perspective

For integrating CRM and ERP processes, the previous workflow template WS20500217 has been
extended by the following points resulting in WS20500251:
Creation of a connection between the CRM contract item and a switch document when a
cancellation is received by the new supplier (subworkflow ISUSuSwCRMLi WS20500254 is
used to create the connection between a CRM contract and a switch document).
29
Wait for replication of contract data from the CRM System.

If the master data is created by the former supplier’s workflow, the connector workflow WS20500253 is
called using event DropConfirmend. This workflow communicates with the CRM System.
Once the event has been triggered, the former supplier’s workflow waits for event ProceedAfterAction
with activity 400 (Data was Replicated). This event is triggered by the replication of the contract data.
Once the data has been replicated, the activity 400 is sent to the event container so that the former
supplier's workflow can continue.
No monitoring takes place during the waiting period in the new supplier’s workflow. This
means that the workflow remains in processing until notification is sent following
replication.
Once the contract data from the CRM System has been replicated, the former supplier’s workflow
continues. The remaining master data is determined subsequently by the supply scenario generator.
Distributor’s View
The distributor’s role is not relevant from a customer-service perspective as the distributor usually has
no customer interaction within the change of supplier processes. Therefore, SAP does not deliver
specific distributor workflow templates with CRM integration.
New Supplier’s View

The following graphic shows the changes to the process for integrating CRM and ERP:
30
The most important change to the process flow is in the creation of the master data for a one-client
system (distributor and new supplier in same client*).
The following situations can arise:
Distributor and new supplier in same system and switch document created without a
reference to a CRM System. Master data is generated by the distributor’s workflow.
Distributor and new supplier in same system and switch document created with a reference
to a CRM System. Master data is generated by the new supplier’s workflow.
*
This is related to the so-called 2-contract-model. In most liberalized markets, the regulation
authorities do not permit to use this model. This means, full unbundling of distributor and supplier, so
at least a separation into two clients or even two different systems, is required.
31
If the master data is created by the new supplier’s workflow, the connector workflow WS20500253 is
called using event EnrollmentConfirmend. This workflow communicates with the CRM System.
Once the event has been triggered, the new supplier’s workflow waits for event ProceedAfterAction
with activity 400 (Data was Replicated). This event is triggered by the replication of the contract data.
Once the data has been replicated, the activity 400 is sent to the event container so that the new
supplier's workflow can continue.
No monitoring takes place during the waiting period in the new supplier’s workflow. This
means that the workflow remains in processing until notification is sent following
replication.
Once the contract data from the CRM System has been replicated, the new supplier’s workflow
continues. The missing master data is added subsequently by the master data generator.
Connector Workflow to the CRM System

The new supplier’s workflow is the source of communication between the SAP IS-U system and the
CRM System. This workflow process triggers the replication of the contract data from the CRM System
or, if the change of supplier is rejected or terminated, it cancels the contracts in the CRM System.
Communication with the CRM System takes place using the proxy object ISUCRMCNTR (ISU CRM
contract) in workflow WS20500253.
The communication workflow is started using the following events:
EnrollmentConfirmed
DropConfirmed
SWTStatusSet
Function module ISU_IDE_CHECK_SWT_WF_CRM_ENH_S must be entered as a check function
module in the event linkage. This function module ensures that the workflow for integration with the
CRM System is only started once the following prerequisites have been met:
The switch document has been created with a reference to the CRM System (indicator is set)
The switch document is from the new or the former supplier’s view
Message (EnrollmentConfirmed, DropConfirmed) received
The switch document is set to status Incorrect or Reversed
Integration with a CRM System is only possible in the new or former supplier’s view. There is no
integration with the distributor’s view, therefore, the workflow is not started.
4.2.3 BOR Object Type ISUSWITCHD (IS-U Switch Document)

Attributes
The following new attributes are available for the switch document:
DocumentSource Source of the switch document
ExternalReference External reference of the switch document
CRMContractGuid GUID of contract in CRM System
Events
The following additional events have been created for BOR object ISUSWITCHD (IS-U switch
document) for integration with CRM:
ProceedAfterAction
SWTStatusSet
32
Method CreateMsgDataDialog
For method CreateMsgDataDialog, a container for the switch document header data and message
data was added to each parameter. The structure of the header data and message data is also
included in the interface for creating the switch document.
The two containers ensure a stable interface between the CRM System and the SAP IS-U system.
4.2.4 BOR Object Type ISUCRMCNTR (ISU CRM Contract)

Object type ISUCRMCNTR is a proxy object – this means it takes the place of the CRM contract in the
IS-U system. It was developed especially for the tasks change of supplier with CRM.
Key Field ContractGuid

The key field for the object type is ISUCRMContract.ContractGuid, the 22-character-key for the CRM
contract item.
Methods
4.2.4.1.1 Cancel (Cancel Contract Item)
The Cancel method uses the middleware to cancel a contract item in the CRM System.
Parameter Description Import/Export Function
CancelationReason Cancellation reason Import This parameter can be
(CRM) used to forward a reason
for canceling the
contract item to CRM.
ActivateStatus Individual status of an Import Status to be entered in
object the CRM contract item.
InactivateStatus Deactivation of a status Import Status to be taken from
in the CRM transaction the CRM contract item.
SwitchDocMessage Switch document number Import Switch document
number
33
4.2.4.1.2 Change (Set and Delete Status)

The Change method uses the middleware to change a contract item in the CRM System.
ActivateStatus Individual status of an Import Status to be entered in
object the CRM contract item.
InactivateStatus Deactivation of a status in Import Status to be taken from
the CRM transaction the CRM contract item.
EndDate End date of contract Import Reserve
BeginnDate Start date of contract Import Contains the start date
of the supply contract
SwitchDocMessage Switch document number Import Switch document
number
4.2.4.1.3 GetDistributorProduct (Determine Distributor Product)

Method GetDistributorProduct determines the grid product for a supply contract CRM contract item.
CRMProduct CRM product Export CRM grid product
4.2.4.1.4 Find (Determine Instance)

Method Find determines an instance of object type ISUCRMCNTR.
ISUCRMCNTR Instance of an Export Contains the
ISUCRMCNTR object determined method
after the method call
CRMPosGuid22 Internal key of a CRM order Import 22-character GUID
item that can be included
during the call
CRMPosGuid CRM transaction item GUID Import 16 character GUID
(Guid16) that can be included
during the call
4.2.4.1.5 AttachSwitchdoc
Method AttachSwitchdoc connects an IS-U contract item with an end of supply switch document. This
method is used in the event of a loss to connect the switch document with the CRM contract before it
is accepted or rejected. This switch document is also used for the confirmation event after the
customer has moved out.
The connection is made using the middleware.
Partner Business partner number Import This parameter is
needed to create queue
names. A mass queue
name is used initially.
34
SwitchDocNumber Switch document number Import Switch document

number
4.2.4.1.6 GetSupplierContract
Method GetSupplierContract used a remote function call (RFC) in the CRM System to determine the
supply contract for a premise and a date.
Partner Business partner number Import This parameter is
needed to create queue
names. A mass queue
name is used initially.
SwitchDocNumber Switch document number Import Switch document
number
4.2.4.1.7 ErrorHandling
Dialog method ErrorHandling allows you to display contract items directly in IS-U Error Handling
(transaction ECRMREPL).
4.2.5 Standard Tasks

You must define workflow tasks if you want to call methods from the BOR object types in a workflow.
The tasks for integrating the change of supplier with the CRM System already exist as standard tasks.
The standard tasks supplied in the solution are only templates. You have to redefine these tasks if you
want to use your own BOR methods in a project-specific workflow.
For more detailed information on methods, see the section on BOR Object Type ISUCRMCNTR (ISU
CRM Contract).
Overview of Standard Tasks:
Object ID Object Name
Abbreviation
TS20500470 ISUSuSwCStat ISU: CRM Connection: Set Status
TS20500471 ISUSuSwCFind ISU: Find CRM Contract Item
TS20500472 ISUSuSwCCanc ISU: CRM Connection: Cancel Contract
TS20500511 ISUSuSwGetCn ISU: CRM Connection: Identify Contract
TS20500512 ISUSuSwCLink ISU: CRM Connection: Connect Switch Document and
Contract
TS20500520 ISU: CRM Connection: Connect Switch Document for
Contract End and Contract
TS20500470 ISU: CRM Connection: Set Status

This background task can be used to change the status of the CRM contract. Where applicable, you
can use this status change to trigger the replication of the contract from the CRM System to the IS-U
system.
Task Characteristics
BOR call:
Object type: ISUCRMCNTR ISU CRM contract
Method: CHANGE Set status
Execution:
35
Background task
TS20500471 ISU: Find CRM Contract Item
This standard task creates an instance of BOR object type ISUCRMCNTR (ISU CRM contract) for the
reference to a CRM contract defined in the switch document.
BOR call:
Method: FIND Determine instance
Execution:
Background task
TS20500472 ISU: CRM Connection: Cancel Contract

This task can be used to cancel the contract created in CRM. In this case, no data is replicated in the
IS-U system.
BOR call:
Method: CANCEL Reverse
Execution:
Background task
TS20500511 ISU: CRM Connection: Identify Contract

This standard task determines the reference to a CRM contract for a key date and point of delivery.
BOR call:
Method: GETSUPPLIERCONTRACT Determine supply contract
Execution:
Background task
TS20500512 ISU: CRM Connection: Connect Switch Document and Contract

This task generates a connection between a switch document and the CRM contract.
BOR call:
Method: CREATELINKTOCONTRACT Create connection to contract
Execution:
Background task
TS20500520 ISU: CRM Connection: Connect Switch Document Contract End and
Contract
36
This task generates a connection between a switch document for termination of grid usage and the
CRM contract.
BOR call:
Method: ATTACHSWITCHDOCDROP Switch document for contract end
Execution:
Background task
37
4.2.6 Supply Scenario - Generator

If the distributor accepts the registration for grid usage, the supply scenario generator creates the
required supply scenario.
If a process is triggered in CRM, the CRM System is also responsible for contracts. Therefore, the
CRM System assumes control of the process before the supply scenario generator is called. CRM
then replicates the contract (including creating the supply installation).
The change of supplier process in the SAP IS-U system then handles the creation of the remaining
master data.
4.2.7 Restrictions
The following restrictions apply:
Supplier system
The connection to an SAP CRM System is only supported for a supplier system. In an
integrated company, the distributor view is mapped in a separate client that is not considered
to be integrated with SAP CRM..
Backup supply
The backup supply process (from the backup supplier’s view) is not taken into account during
the automated change of supplier process.
Shared supply
The only type of supply type taken into account is full supply. Aspects of shared supply are not
taken into account.
Indirect supply
The process for indirect supply is not taken into account for the automated change of supplier.
This refers in particular to automated data exchange related to indirect supply (registration for
indirect supply, cancellation of indirect supply).
It is assumed that the agent manually organizes indirect supply.
You can create additional agent steps in the automation workflows.
Inventory reports
The automated sending/receipt/processing/creation of inventory reports is not taken into
account.
Exchange of metering information and energy quantities
The data exchange processes for exchanging metering information and energy quantities is
not taken into account.
Metering information (and the resulting energy quantities) is exchanged in IS-U from
consumption billing.
Therefore, a further automation of the final billing for grid usage is not necessary during the
automated change of supplier.
The following factors also applies:
The technical objects created in CRM must be replicated into SAP IS-U before the process
can be started in there.
Synchronization takes place between SAP IS-U and SAP CRM to ensure that the contract or
installation data is identical in both systems.
Errors that occur during replication of the contract data are treated as temporary errors in the
workflow.
38
Both systems must be online in order to execute the change of supplier process correctly.
After the data has been replicated from SAP CRM to SAP IS-U, the workflow is triggered
again using an event. There is no time limit for this event. This means that the workflow stops
until notification is received from CRM.
The CRM System always uses a one-contract model for grid usage in an external grid.
The agent solves problems in the back office if errors or exceptions occur in the switch
process.
There are no plans to automatically upgrade project-specific change of supplier workflows for
customers.
Change of supplier processes started in SAP IS-U are not automatically visible in CRM. From
an organizational perspective, you should avoid to start the change of supplier processes
manually in IS-U. For taking full advantage of contract management capabilities of SAP CRM,
processes should be triggered from there by creating and changing
39
5 Appendix
5.1 Maintenance of Switch messages (UTIL_SALES)
The following figure shows you how to maintain switch messages for C&I related documents,
quotations and contracts, containing many items.
Referring to the figure, following steps are required:

1. Choose the Market Communication Data button for maintaining the content of the switch
messages for each sub item. (Remark: Main items are not relevant for IS-U processes, no
PoD and no switch message is assigned to main items).
Each sub item line in the Items assignment block represents a switch message. The system
tries to automatically determine several parameters, for example, action ID, new supplier
(taken from action customizing if defined), distributor (determined from grid assigned to PoD),
start date (contract start date).
2. The Market Communication Data view allows mass editing of all switch messages. In the
Items assignment block, you will find only those items for that a switch message is existing,for
example, items with “regulated” products are not listed here. The main items are only
displayed for information purposes. Usually, the key account manager associates a specific
structure with the main items.
3. Mass editing of switch messages by using the “Message Data Clipboard”: Enter data into the
edit fields of the clipboard. Mark the item lines to that you want to copy data. Choose the Copy
button. Empty fields are not copied. Refresh deletes the current content of the clipboard fields.
4. Alternatively to mass editing, you can also edit the data in fields of single lines.
5. The system checks the validity of the switch messages. The check result is represented by the
status icon column. The Check button allows to manually trigger the check, after data
changes. The check is executed at the beginning when the view is started.
6. Return to the document by choosing the Header button.
7. The quotation can now be saved. This can be done at any time.
40

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Change of Supplier

Oracle is a registered trademark of Oracle Corporation.

Java is a registered trademark of Sun Microsystems, Inc.

3 Grid Usage Registration Processes in CRM

3.1 Processes from User’s Perspective in IC Scenario

3.1.1 Contract Related Processes

3.1.1.2 End Contracts

system and updated automatically in the switch message.

3.1.1.3 Move Contracts (Move to Other Premises)

CONTRACT_END Refer to activity from

3.1.1.4 Contract Start Reversal

3.1.1.5 Contract End Reversal

Reverse End Supply

3.1.1.6 Date Change

Reverse Start Supply

Reverse End Supply

3.1.1.7 Product Change

3.1.1.8 Forced Move-Out

Registration End Supply

3.1.2 Quotation Related Process

3.1.2.1 Create Quotation (Create Offer)

3.1.2.2 Accept Quotation

Relevant Follow-up process: CONTRACT_CHANGE

Process CONTRACT_CHANGE is only used as the follow-up process of QUOTATION_ACCEPT.

out in the main process QUOTATION_ACCEPT.

3.1.3 Displaying and Monitoring Switch Documents

3.2 Processes from the User’s Perspective in the C&I Scenario

3.2.1 Contract Related Processes

3.2.1.2 Change Contract

3.2.1.3 End Contract

CONTRACT_END_CI Registration End Supply

3.2.1.4 Contract Start Reversal

Reverse Start Supply

should be expected. Refer to Supply Wrap-up in 3.1.1.4 for detailed information.

3.2.1.5 Contract End Reversal

Reverse End Supply

3.2.1.6 Contract Start Date Change

Reverse Start Supply

3.2.1.7 Contract End Date Change

Reverse End Supply

3.2.2 Quotation Related Processes

3.2.2.1 Create Quotation

3.2.2.2 Accept Quotation

4 Technical Settings and Extensibility

4.1.1.2 Defining Switch Actions

In Customizing for Customer Relationship Management under Industry-Specific Solutions Utilities

3012 – Reverse End 20

4.1.1.4 Allocating Switch Action Groups to Processes

Process Overview and Deregulation Related Configuration for C&I Scenario

Process Name Description Field Name Configuration Value

I2413 UWMO Wait for End of Supply

4.1.3 CRM BAdI CRM_ISU_IL_SWTMSG

CHECK_INPUT Check single data fields modified at UI Not implemented.

in ERP (texts buffered in CRM) to

4.1.4 Switch Message Defaulting via ERP BAdI ISU_IDE_SWITCHDOC

There is a fallback class for each BAdI: CL_DEF_IM_ISU_IDE_SWITCHDOC and

4.2 SAP IS-U

4.2.2 Workflow Template

Former Supplier’s Perspective

Wait for replication of contract data from the CRM System.

New Supplier’s View

Connector Workflow to the CRM System