LO835 - Service Processing

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LO835 Service Processing LO835

Release 640 04/06/2006



© SAP AG 2001

LO835 Service Processing

LO835LO835

Service ProcessingService Processing

R/3 System Release 4.6C

June 2001

Material number: 50047804



© SAP AG 2004

Copyright 2004 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in

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without prior notice.

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© SAP AG 1999

Customer Service (CS)

Customer Service

LO110 5 days

Service Contracts

LO830 3 days

Structuring andManaging TechnicalObjects

LO805 3 days

PreventiveMaintenance and Service

LO810 3 days

Service Processing

LO835 5 days

Mobile Service

CR210 3 days

Service Processing:Controlling Functions

LO836 2 days

Customer InteractionCenter

LO840 2 days

Level 2 Level 3



© SAP AG 2003

Course Prerequisites

Required:

PLM301/LO110 Customer Service

Recommended:

Basic knowledge and experience of

the business processes in service



© SAP AG 1999

Audience

Project team responsible for implementing CS

Duration: 5 days

Target Group



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© SAP AG 1999

Course goals

Course objectives

Course content

Course overview d iagram

Main business scenario

Contents:

Course Overview




© SAP AG 1999

This course will prepare you to: Understand the details of service processing

Use the operational functions of the R/3

component for CS - Customer Service

Model the business processes for Customer

Service

Make the Customizing settings for service

notifications, service orders and customer

repairs orders

Course Goals




© SAP AG 1999

At the conclusion of this course, you will be able to:

Understand the business processes in

service processing

Make the Customizing settings for

service notif ications, service orders

and customer repairs orders

Use additional functions

Course Objectives




© SAP AG 1999

Unit 4 Field Service Planning

Unit 5 Returns and RepairsProcessing

Unit 6 Additional Functions

Unit 1 Course Overview

Unit 2 Organizational Elementsand Master Data

Unit 3 Helpdesk

Preface

Appendix

Course Content




© SAP AG 1999

Returns and Repairs

Processing

Returns and Repairs

Processing

Course Overview Diagram

HelpdeskHelpdesk

Field Service PlanningField Service Planning

Organizational

Elements and

Master Data

Organizational

Elements and

Master Data

Additional Functions Additional Functions

Course OverviewCourse Overview






© SAP AG 1999

Organizational Elements and Master Data

Organizational elements

Master data

Contents:




© SAP AG 2003

List the organizational elements and master data

relevant for service

Create work center master records

At the conclusion of this unit , you wil l be able to

Organizational Elements and Master Data: UnitObjectives






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Organizational Elements and Master Data:Business Scenario

In service, various services are provided for thecustomer.

The service department is part of the overall

enterprise organization.




© SAP AG 1999

Organizational Elements: Topic Objectives

List the important organizational elements for the

R/3 component for CS - Customer Service

At the conclusion of this topic, you wil l be able to:




© SAP AG 1999

Service - Process

Quotation

Purchase

order

Order

Planning ExecutionReqmt /

requestCompletion PaymentInvoice

Customer Technical

objectsContact

person

Service

provider Organization Resources

Vendor

Outlineagreement

The customers are service recipients. They can own technical assets and equipment, at which services

are performed.

The service provider concludes outline agreements with the customer, in which particular services are

agreed.

If the customer requires a service, they report the requirement or enter a request. For extensive work,

the service provider issues a quotation.

The provision of services is triggered by the customer using the purchase order. For less extensive

work, the first three steps are the same.

The service provider plans the work and resources required (personnel, material, utilities). If necessary,

work is requested from the vendors or required materials ordered from the vendor.

After the work is completed, the service provider issues an invoice.

The process is completed when the customer makes their payment.




© SAP AG 1999

Organizational Elements - Overview

Divisions

Distribution channels

Controlling area

Operating con cern

Group

Company

Company code

Plant

Storage location

Cost center

Work center

Person

Organizational unit

Sales organization

The group corresponds to the client.

As part of consolidation, the group is divided into companies.

The company code is the smallest organizational unit or company for which a complete self-contained

set of accounts can be drawn up.

The controlling area is the highest-level organizational unit in cost accounting and comprises one or

more company codes. In profitability analysis (CO-PA), the operating concern is the highest-level

organizational unit.

A sales area is a combination of a sales organization, distribution channel and division.

The plant is a company location.

Work centers for people or groups of people are assigned to a plant and cost center.

Material stocks can be differentiated within plants according to storage locations.

People can be assigned to organizational units from the Organizational Management and to workcenters.

The following are master data: Cost centers, work centers, people and organizational units. All other

organizational elements are maintained in Customizing.




© SAP AG 2001

Organizational Elements - Customizing

Plants and planning plants

Planner groups

Storage locations

Sales organizations, distribut ion

channels and divisions with fo rmation of

sales areas

Organizational units are maintained in the

application

You can find the definition and assignment of plants, planning plants, storage locations and sales areas in

Customizing under Enterprise Structure.

The planning plant is a plant where you create service orders.

Planner groups are created in the basic settings for maintenance and service processing.

You can find the maintenance of organizational units under Organizational Management in the Human

Resources application component.

Technician lists can also be created using the customer consignment. In this case, a customer master

record must be created for each technician. You enter the technician as goods recipient or special stock

partner in the consignment fill-up.




© SAP AG 1999

Name the most important master data and create

master records


Master Data: Topic Objectives



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© SAP AG 1999

General data

Relevant for sales

and financial accounting

Sales area data

Relevant for sales

Valid for:

Sales organization

Distribution channel

Division

Company code data

Relevant for

financial accounting

Valid for:

Company code

Customer Master DataCustomer Master Data

Customer Master

The customer master is subdivided into general data, sales area and company code data.

The general data is relevant for sales and financial accounting. It is defined centrally (client-specific) to

avoid data redundancy. It is valid for all organizational units within a client.

The sales area data is relevant for sales and is also valid for the sales area (sales organization,

distribution channel, division).

The company code data is relevant for financial accounting and is also valid for the company code.

The customer master comprises all the data, which is required to process orders, deliveries, invoices, and

payments.



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Purchasing

Material Master

Workscheduling

Warehousemanagement

Storage

Financialaccounting

Stocks in plant /storage location

Materialsplanning

Basic data

Sales

Qualitymanagement

Classification

Forecast

A

B

Pc

t

MaterialMaterial

master recordmaster record

The material master represents the central source for a company for calling up data specific to a

material. It is used by all of the Logistics components in the SAP R/3 System.

The integration of all material data into a single database object solves the problem of data redundancy.

The data saved can be used by all areas, such as purchasing, inventory management, materials planning,

service and so on.

The data contained in the material master is required, for example, for the following operations:

Purchasing data for purchase order processing

Inventory management data for postings of goods movements and physical inventory management

Financial accounting data for material valuation

Materials planning data for material requirements planning

Since different areas (departments) of a company work with a material, and the areas define different

information for a material, the data in a material master record is structured according to the particulararea to which it belongs. Each area therefore has its own view of the material master record and is

responsible for maintaining this data.

The data maintained within one view can be valid for different organizational levels.



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Service material/service product Description of services in order or contract

Typing and structuring of technical objects

Material serial number

Material as construction type

Material as bill of material item

Component planning

Spare parts - sales order Components for service order

A

B

Pc

t

Use of Material Master in Service

Material master records are used for different purposes in Service.

Service materials or service products are used to describe services that are provided for the customer.

These service products can be entered in the items of a sales order or a contract, and in the header data

for a service order.

Materials can be fixed, configured or configurable. An individual description of the service features

for configurable materials is made possible by characteristic valuation in the order. For configured

materials these characteristic values are connected to the material master.

When managing technical objects, material numbers can be enhanced with serial numbers to track

individual units. Material numbers are used as a construction type to describe the type of customer

equipment. Alternatively, material master records can be used to structure the technical objects more

accurately as assemblies and spare parts in bill of material items.

In service processing, materials are used to describe the components that are sent to the customer. Toexecute the work, other components must be withdrawn from the warehouse or procured directly from a

vendor.



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Work center Work center

master recordmaster record

Contents of Work Center Master

Basic data

Default values

Links to personnel system

Personnel number

Position

Qualification requirements p rofile

Capacities

Avai lable capacity

Shift schedule assignment

Pc

t

Scheduling

Costing

Cost center assignment

The basic data for the work center contains general data (description, type, person responsible,

location).

The default values contain data, which is copied to the operation data when the work center is entered in

an order or task list operation.

The available capacity, that is, the labor time available each day, is defined in the capacity data. The

shifts or labor times are also defined here. This information is used during capacity planning and

scheduling of service orders.

You can find the formula for calculating the operation duration and the unit of time for labor in the

scheduling data.

Each work center is assigned to exactly one cost center. A default activity type is also entered in the

"Costing" view.

One or more personnel numbers or positions from Human Resources can be assigned to the workcenter. These assignments are used to select personnel in the service order operations. Qualification

requirements profiles, which are used to define the requirements for a suitable employee at this work

center, can also be assigned.

Time-based assignments include shift schedule assignments, costing and links to objects from the

personnel system.



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Available Capacity at Work Center

Duration of interval

StandardStandardavailableavailablecapacitycapacity

Time

h

h

Interval 1

Interval 1 Interval 2 Interval 3

Not a work day in

factory calendar

Time

Duration of cycleFrom To

A A

BB

The standard available capacity applies if no available capacity interval is defined. The standard

available capacity is defined by the start and end times of the shift, break times, and number of

individual capacities.

The system uses this data to calculate the working time for the capacity units. The validity period of the

standard available capacity is unlimited.

If you have specified validity periods for the available capacity, these are termed available capacity

intervals. This represents the available capacity within a specific validity period.

To define an interval, you can define shift programs, which are valid for several work centers for a

certain period of time.

Start times, end times, and breaks for work centers are specified in a shift.



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Work Centers - Customizing

Work center category and plannedapplication

Field selection

Default work center for each work center

category

Screen sequence/tab pages for each

work center category

Each work center is assigned to a work center category when created. You use the work center

category to define the following information for the work center master data:

Screen sequence or tab page sequence (for example, basic data, capacity data)

Field selection

Planned application permitted (for example, Plant Maintenance, Production). The planned

application is used to assign work center categories to particular work areas.

Whether changes to the work center are documented using change documents.



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© SAP AG 2003

Types of Technical Objects

Assemblies

Functional locations

EquipmentSerial numbers

There are four types of technical object:

Functional locations are elements in a technical structure and represent areas of a system at which

objects can be installed. You can subdivide technical structures according to functional, process-oriented

or spatial criteria.

Pieces of equipment are individual objects that are to be regarded as autonomous units.

Serial numbers are given to materials in order to differentiate them from other items. They enable the

pieces of material to be regarded as individual items. Inventory management can be carried out for serial

numbers.

Assemblies are used to structure functional locations and pieces of equipment in more detail. These are

considered as BOM items and not as individual items.

Functional locations, pieces of equipment, and serial numbers can be used as reference objects for

service notifications and service orders; assemblies can be used only in relation with a piece ofequipment or functional location.

You can use different types of technical objects individually or as a combination.



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Object Hierarchies

Hydraulics

Plant s ites

Hi Tech Company

Plant s ites

Hi Tech Company

Admin. Production

Line 1 Line 2

Functional

Locations

PC

Equipment Lathe

Engine Gearbox

Shaft

BOM items

WarehouseCasing Carbon

Object hierarchies can be represented in the following way:

Functional location hierarchies to structure functional locations

Equipment installed at functional locations

Equipment hierarchies in order to structure equipment

BOMs that are directly assigned to the piece of equipment (as an equipment BOM) or indirectly (as a

material BOM for the construction type).

In this example, the piece of equipment "PC" is installed at the functional location "Administration". The

functional location "Production" has two subordinate functional locations ("Line 1" and "Line 2"). The

piece of equipment "Lathe" is installed in line 1. The subordinate pieces of equipment "Engine" and

"Hydraulics" belong to the lathe. The lathe has a BOM which contains the item "Gearbox", and two

subordinate items "Shaft" and "Warehouse". The equipment "Engine" has a BOM with the items

"Casing" and "Carbon". Installations are an alternative way of structuring technical objects. You can use installations to create a

multi-level structure that consists of installation components. Installation components can be functional

locations, pieces of equipment, material numbers (with or without serial numbers), documents or other

installations. You have the option of creating installations with reference to a sales order item (as a copy

of the sales order BOM) or from a serialized assembly.



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The service provider company is divided intodif ferent organizational units.

The most important master data for service are

the master records fo r customers, materials, and

work centers, and the technical objects.

Organizational Elements and Master Data: UnitSummary



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Exercises: Master Data



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Unit: Organizational Elements and Master Data

Topic: Master Data

At the end of these exercises, you will be able to:

• Create new work center master records.

Internal technicians and technician groups are to carry out work for

customers.

1-1 Creating a Work Center

Create the work center TECH## (## = your group number) in plant 1200. The work

center belongs to work center type “Plant Maintenance”.

Enter the name of the technician as the work center description.

The “Reuter” area is responsible.

The work center can be used in orders and task lists for Plant Maintenance and Service.

Standard values are not used.

When this work center is used, the operation control key SM01 should be proposed.

The shop papers for this work center should be issued at printer A000.

The work center has a capacity of type Person.

The capacity requirement for internal processing is determined using the formula

SAP008.

Choose Capacity header data to enter detailed information about the available

capacity.

Planner group 001 is responsible for capacity planning.

The active capacity version is the normal available capacity.

The base unit of measurement is hours.

Daily work starts at 8 a.m. and ends at 5 p.m. Breaks total one hour.

The rate of capacity utilization is 100%, only one person belongs to the work center.



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The work center is relevant for capacity planning.

Choose Interval avail. cap. to enter a quotation interval.

Insert an interval that is valid from the 10th

to the 20th

of the following month. Thetechnician is on holiday during this time (number of individual capacities = 0).

Under Scheduling, assign the capacity type Person.

The duration of internal processing is determined using the formula SAP004.

The unit for working time is hours.

The work center belongs to cost center 4100.

The activity type 1410 should be proposed in operations for this work center. The

working time for the cost valuation is determined using the formula SAP008.

Save the work center master record.

1-2 Checking Available Capacity

Check the available capacity for your work center, by calling up the evaluation of the

load for this work center (standard overview) in capacity planning.

What capacity is available in the coming weeks?

Change the settings so that the available capacity is displayed for each day.



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Solutions: Master Data





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Unit: Organizational Elements and Master Data

Topic: Master Data

1-1 Creating a Work Center

Logistics Customer Service Service Processing Environment Work

Centers Work Center Create (IR01)

Field name or data type Values

Plant 1200

Work center TECH##

Work center type 0005 (Maintenance)

Enter


Work center description Enter name

Person responsible 001 (Reuter)

Task list usage 004 (Only maintenance plans)

Standard value key SAP0 (No standard values)

Default values


Control key SM01 (Service – internal)

Printer A000

Capacities


Capacity category 002 (Person)

Processing formula SAP008 (Proj: Reqmts int.

Prcg)

Enter or capacity header data



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Capacity planner grp 001

Active version 01 (Normal available capacity)

Base unit of measure H (Hour)

Start 08:00:00Finish 17:00:00

Length of breaks 01:00:00

Capacity utilization 100

No. indiv. cap. 1

Relevant to finite scheduling Select

Intervals

Insert


Valid from 10th of the following month

To 20th of the following month

Number of indiv. cap. 0

Continue

Back (twice)

Scheduling


Capacity category 002 (Person)

Processing formula SAP004

Work unit H

Costing


Cost center 4100

ActType Int. Proc. 1410

Formula key SAP008

Save






© SAP AG 1999

Notification processing

Notification types

Catalogs

Response time monitoring

Solution database

Contents:

Helpdesk




© SAP AG 1999

List the functions and contents of service

notifications

Create, process and complete service

notifications

Make the Customizing settings for service

notifications

At the conclusion of this unit , you wil l be able to:

Helpdesk: Unit Objectives




© SAP AG 1999


Returns and Repairs

Processing

Returns and Repairs

Processing

HelpdeskHelpdesk


Organizational

Elements and

Master Data

Organizational

Elements and

Master Data






© SAP AG 1999

A customer calls to report a problem.

The helpdesk employee records the problem.

If he or she is unable to solve the problem, it is

forwarded.

Once the problem has been solved, the case is

completed.

Helpdesk: Business Scenario








© SAP AG 2001

Service Notif ication Functions

Entry of incoming customer service requests

Access to information on

Customer

Object

Contracts

Warranties

Initiation and monitoring of follow-up actions

Technical completion confirmation of services(back reporting)

Description of a serviceable item's condit ion

Documentation

The person entering the notification can display the following information:

Customer/contact person master record

Sales summary

Technical reference object master record

Structure of the technical reference object with superordinate/subordinate objects

Object information screen: Dialog box containing additional information about the technical reference

object (planned dates, key figures, last notifications, last open order, contract data, classification)

Guarantee information for the technical reference object






© SAP AG 1999

One-Time Customer Processing

Create notification ororder with one-timecustomer number

1

Enter customer address2

Transfer into

follow-on documents

3

You can also create a customer as a one-time customer in the service notification and service order, and

transfer their data to subsequent functions. You use one-time customer data if you do not want to create

a complete customer master record. One-time customer data consists of a one-time customer master

record and an address. A one-time customer master record is used for customers with whom you only

have contact once or very rarely. The address data is transferred from the service notification to the

service order and/or sales order.

The address data can be transferred from the service order to a service notification, billing request

(resource-related billing), sales order (advance shipment), or a purchase requisition (as the delivery

address for external procurement).

Central address management must be active in SD so that the data can be transferred correctly to the

SD functions. Customer exits are available for maintaining the address data (central address management: SZ*

enhancements).

The address is displayed in the partner overview for the document and partner (partner function SP -

sold-to-party).



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Credit Limit Check

Create notificationor order

1

Automatic or manualcredit limit check

2

Warning orinformation message /

system status

3

Depending on

order or

notification type

You can use the credit limit check to call up information regarding the current credit status of a

customer (partner function: Payer ) at any time during service processing. You can perform a credit limit

check either manually or automatically (by entering/changing the sold-to party or by releasing the

notification or order). For the service order, the system checks the planned costs.

If a particular customer has exceeded their credit limit, the system issues a warning as soon as the

notification or order is released, or once the sold-to party has been entered and you have chosen

"Continue". If the result of the check is positive, the system status CCOK (credit limit check successful)

is set. If the result of the check is negative, the system status CNOK (credit limit check not successful) is

set. This status has no effect on further processing of the notification or order.

A user status can be set automaticlly using the check. This can influence further processing.

The three influencing factors for the scope of the credit limit check are:

The credit control area. Each company code is assigned to a credit control area. The risk category from the credit management data in the customer master.

The credit group from Customizing for the notification or order type.



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List the Customizing settings for notification

types

Create new notifi cation types


Noti fication Types: Topic Objectives



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Notification Types - Customizing

Notification types:

Origin / notification category

Proposed reference time

General catalog profile

Update group for information system

Early number assignment

Screen templates

When you create a notification type, you initially use the origin indicator to assign it to the notification

category Service, Plant Maintenance, or Quality Management .

The notifications (with their reference times) are sorted into the technical object history.

You can define a default value for a catalog profile for catalog selection for each notification type. This

catalog profile will only appear in the notification if you have not maintained a catalog profile in the

notification object (for example, equipment).

The update group controls the update of statistics in the Logistics Information System (LIS). The

system uses this update group to determine the fields for which statistics are generated. "26" is the

standard update group for the Service Information System. If no entry is made in this field, the system

cannot update data to the information system.

In early number assignment, the notification number is assigned when you create the notification, not

when you save it.



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Indiv idual Notif ication Interface

Tab pages Screen areas Action box

The configuration of the screen templates for the notification type enables you to structure the interface

for your notification types individually.

The data fields for the notification are grouped according to contents. You can find these groups on the

individual screens. For example, you can find data screens for customers, deadlines, tasks and

malfunctions. These template screens are made visible using tab page technology in the notification

transactions. You can also control the screen sequence based on the activity type (create, change,

display).

Example settings for the standard notification types are available which you should use as a copy

model. If you want to create a new notification type or require particular data in a standard notification

type, you can activate or deactivate the individual screens here.

You can tailor the tab pages with descriptions and symbols to suit your requirements. You can set a

maximum of five screen areas in any order for the first three tab pages.



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Notification Types - Customizing II

Long text control

Field selection

Number range group

Paging texts

Default service order type without contract

Order types and special parameters

Sales document type for sales order

Automatic contract determination

Default service order type with contract

Credit l imit check

You define in the long text control whether long texts are logged. You also decide if subsequent

changes are permitted for long texts that have already been entered.

You can use field selection to influence the field attributes (required entry field, optional entry field,

display field, hidden field) for the fields in the screen areas.

The assignment to the number range group controls the assignment of notification numbers.

SAPscript standard texts are proposed when you use the paging function to send short messages. You

can assign a SAPscript standard text to each notification type.

You can assign three order types to the notification type:

Default service order type for notification without contract

Default service order type for notification with contract

Sales document type for sales orders created from the notification

If automatic contract determination is activated when you create a service notification, when youenter the reference object, the system checks if valid service contracts are available for the customer or

reference object (including superior objects) in the notification. If a contract item is found, the

notification is assigned to the contract item.

The settings for the credit limit check contain the type of check and the assignment of the order type to

a credit group "Order".



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Notification Types - Customizing III

Overview of Notification Type:

Screen areas in the

noti fication header

Catalogs

Priority type

Partner determination

procedure assignment

Special partner functions Initial screen

Partner function for paging

Task processor

The screen areas in the notification header are used to define the screen type for the header data (on

top of the tab pages) and the screen type reference object. This determines whether you work in the

notification type, and with what type of reference object. The user can alter this input in the individual

notifications.

The assignment to catalogs enables you to select a catalog for coding, tasks, activities, damage, causes

of damage, and object parts. Here you can also activate classification for the notification item.

The assignment of the notification type to a priority type is used to define the priority that can be

assigned to a notification. The priority is used to propose the desired start and end times for the

notification.

To enter partner information in the notification, you must assign a partner determination procedure to

the notification type.

The partner functions for the initial screen define which partner functions you can maintain directly inthe notification header for customers, contacts, department, and responsible employee, without calling

up the partner screen. The system accesses the Partner function for paging when you send a paging

message from the notification header. You can also assign the default partner function for the task

processor. You can also use standard functions from the Workflow to define partner functions for

notification and task processors.



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Notification Types - Customizing IV

Overview of Notification Type:

User status profile

Response profile

Service profile

Notification Processing:

Action box

Print default for noti fication

papers

Object Information Key

If individual user statuses should be assigned in addition to the system statuses, then you must assign

the notification type to a user status profile.

The response profile defines which notification tasks are proposed by the system with which dates

during task determination.

The service profile defines the service windows within which the tasks proposed in task determination

must be processed.

In the print control, you can define which notification papers are proposed with which settings when

printing notifications.

The object information key controls the contents of the object information screen.





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© SAP AG 2003

Partner determination procedure

Assigned partner funct. Not modif iable Mandatory function Unique

SP Sold-to party

CP Contact person

.........................

Partner Determination Procedure & Partner Roles

Partner Description Partner type

function

SP Sold-to party Customer CP Contact person Contact person

MB Notification processor Organizational unit

RP Employee responsible Person

Selection

Assignment

• Equipment category / funct . loc. category

• Service notification/order type

• Sales docu ment type / item category

Each partner function is defined using a two character ID, description and assignment to a partner type.

The partner type defines which master data is checked for the entry.

The following partner types are currently supported in CS:

Contact person

Customer

Vendor

Organizational unit

Position

System user

The required partner functions are combined into a partner determination procedure. Additional

attributes can be defined here for each function:

Entry can no longer be changed after saving the object Mandatory function = Required entry

Unique, in other words, only one partner can be entered for this function

The partner determination procedure is assigned to the respective object type.

For a partner role to be copied from the technical object into the service notification or the service order,

you must set the copy indicator for the partner role in the Copy Partner Roles to Master- and Movement

Data Customizing transaction (in the Implementation Guide under Master Data in Plant Maintenance

and Customer Service - Basic Settings).





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© SAP AG 1999

Create catalogs

Define catalog profiles

Assign catalogs and catalog profi les to

notification types


Catalogs: Topic Objectives



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© SAP AG 2003

Catalogs

Object parts Causes of damage Tasks

Damage Activities Coding

Code

Code

group

Catalogs for Catalogs for

Structure of a catalog:Structure of a catalog: Example:Example:

Catalog

Code

group

Code

Damage

screen catalog

Mechanical

damage

Code

010 Corrosi on

020 Broken glass

030 Faul ty engine. .. .. .

In catalogs, code groups are combined from a content point of view. Depending on the notification type,

you can access catalogs for object parts, damage and causes of damage, tasks, activities, and coding in

the notification.

In code groups, codes are combined according to related contents (for example, damage to vehicles,

pumps, and engines, or mechanical damage, electric damage).

Codes are used to describe a particular type of damage, an activity, and so on.

You can use catalog profile to ensure that only a limited number of code groups appears. The catalog

profile is determined by the piece of equipment, the functional location, the material number or the

notification type.

You can evaluate the codes entered in the notification in aggregated form in the Information System.



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© SAP AG 2003

Catalog prof ile

Code

Code

group

Catalog

Code

group

Code

Preselection of code groups for

each catalog

Proposal of class

Assignment to:

Equipment master

Functional location master

Material Master Notification type

The catalog profile enables you to define particular code groups for selection for the individual catalogs.

Whilst the notifications are being processed, the user only obtains the code groups for the individual

catalog types that you permit for the respective catalog profile.

Generic entries and multiple assignments are also possible for the code groups.

You can still enter a default value for a class in the classification system for each catalog profile (class

type "015"). If a class has been assigned, a valuation for the characteristics in this class can be made in

the notification on the item detail screen to describe the problem in greater detail. Values can be assigned

to the characteristic directly on the item detail screen or on a user-defined screen (Classification screen

indicator in the catalog profile header data).

If a catalog profile has been entered in the master record for the reference object, this is used. If no

catalog profile has been entered in the reference object or in the material master of the construction type,

the catalog profile assigned to the notification type is used. The current catalog profile can be displayed and also changed in notification processing.



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© SAP AG 1999

Catalogs - Settings

Catalog types Code groups Codes

Damage

Tasks

Activi ti es

Mechanics

Electrics

Pneumatics

Corrosion

Breakage

Tear

Catalog

profile

Notification

type

Notification

type

Assignment

Assignment

First, the catalog types are maintained and checked.

You define code groups for each catalog type. Codes with related content are grouped together into

code groups.

Then you create catalog profiles. In the catalog profile, one, several or all of the code groups are

assigned for each catalog type.

You can assign the catalog types to each notification type for the predefined areas: Coding, Problems,

Causes, Tasks, Activities and Object parts. Once the catalog types have been assigned to the notification

type, the relevant fields are available for cause of damage, object part and so on, in the notification item

or the task and activity overview.



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© SAP AG 1999

Create response profiles

Create service prof iles

Set up list editing for notif ications


Response Time Moni toring: Topic Objectives







(C) SAP AG LO835 3-27

© SAP AG 2001

List Editing for Notifications

Notification status

Outstanding Postponed In process Completed

Notification type S1 to S3

Notification date 10/01/2000 to 17/01/2000

Change Service Notifications: Selection o f Notif ications

Change Service Notifications: List of Notifications

Date Customer Description

10/01/2000 Hi-Tec PLC Printer defective

12/01/2000 Miller Corp. Exchange color copier

14/01/2000 Smith Ltd Network problems

Define selection screen

Field attributes

Predefine fields

Maintain field selection

for list

Show/hide fields

Column width

Sorting

Totals

When you maintain the selection screens, you can assign the following attributes for the selection fields:

Protected: The field is displayed on the selection screen but is not ready for input.

Invisible: This means that this field is hidden on the selection screen and cannot be set as a selection

criterion.

Variable: This field is not assigned a fixed value, but a variable one (for example, current date minus

10 days).

The name of the selection variant is always "SAP_TCODE_XXXX". XXXX stands for the

corresponding application transaction.

Each user can also create their own selection screen in the application. The selection screen defined in

Customizing is then proposed by the system if no individual selection screen has been defined for the

user under their own user name. If you want to define an individual selection screen for each user and

this selection screen should be proposed automatically when the report is called up, the name of theselection variant must be "U_USERNAME".

For the field selection of lists, the general variants are also created in Customizing. Each user can define

their own variants in the application.



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© SAP AG 1999

Set up the solution database

Work with the solution database


Solution Database: Topic Objectives



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© SAP AG 1999

Solution Database

Search engine

Symptoms Solutions

Description by

• Text

• Business objects

• Problem locations

• Problem codes

• Problem causes

Description by• Text

• Tasks

• Appendix

Text retrieval

and/or attribute search

The solution database is an application you can use to save problem symptoms and solutions, link them

with one another, and call them up. The database can be used for different kinds of problems.

The solution database contains symptoms, solutions, and references. Solutions and symptoms are linked

with one another using references.

A change in a product or system, which represents a malfunction, is described as a "symptom". You can

describe symptoms using free text, code catalog attributes for problem codes, causes of problems, and

problem locations, configured attributes, priorities, and statuses. Symptoms can be linked with any

number of business objects, such as products, equipment, or an installed base. Symptoms are saved in

the solution database together with solutions and linked to these solutions.

An activity that eliminates a symptom is described as a "solution". You can describe solutions using

free text, tasks that must be executed, and appendices that support and explain the problem solution.

The search is supported by a search engine and offers both text retrieval and an attribute search basedon catalog contents.



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© SAP AG 1999

Solution Database - Customizing

Symptoms

Symptom types Catalogs

Priority type

User status profil e

Assignment to solution t ype

Symptom categories for each symptom type

Object types for each symptom type

Solutions Solution types

Task catalog

User status profil e

Solution categories for each solution type

Each system is assigned to a symptom type. The symptom type is used to define which catalogs are

used to describe the symptoms, object parts, causes of problems and symptoms. A catalog profile can

also be assigned for the pre-selection of code groups. The priority type defines the possible symptom

priorities, the user status profile defines possible user statuses.

Each symptom type can be subdivided into symptom categories for more exact classification.

The object types define which business objects (for example, material, equipment, notification) can be

assigned to a symptom.

Each solution is assigned to a solution type. The solution type is used to define which catalog is used for

describing the solution tasks. The user status profile defines possible user statuses for solutions.

Each solution type can be subdivided into solution categories for more exact classification.



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© SAP AG 1999

Service not ifications are used to enter and processincoming customer inquiries.

You can use them to initiate and monitor actions.

A service notificat ion is divided into the noti fi cat ion

header, items, tasks and activities.

A service order and/or sales order can be generated

from a service noti fication.

Helpdesk: Unit Summary



(C) SAP AG LO835 3-32

Exercises: Helpdesk



(C) SAP AG LO835 3-33





(C) SAP AG LO835 3-35

1-2 Changing and Completing a Service Notification

Choose the function List editing - Change to select your notification. Select alloutstanding notifications with partner function “Notification processor” and partner

number 50010145.

Change your notification and enter a long text in the view ‘Additional data 1’.

Complete the notification and confirm the proposed reference time.

Unit: Helpdesk

Topic: Notification Types


• Create a new notification type

•

To cover your own requirements, you must define an individualnotification type.

1-1 Creating a Notification Type

1-1-1 Create a new notification type.Copy the entries for notification type S1 and make any changes required.

Use your group number as the ID for the notification type.

Create the new notification type.

The proposed reference time should be the notification completion.

1-1-2 Maintain the screen templates for your notification type.

Define several tab pages with headings and icons, on which at least thefollowing screen areas should appear:

• PM/CS reference object

• Subject and long text (Windows 32bit)

• Customer / contact person for service notification

• Execution (maximum screen)

• Tasks





(C) SAP AG LO835 3-37

Tasks: 2

Activities: A

ObjectParts: B

The classification should be possible in the notification item.

1-1-10 Assigning a priority type

Assign your notification type to priority type SM.

1-1-11 Partner determination procedure

Which partner determination procedure is assigned to your notification type?

1-1-12 Initial screen for partner functions

Assign the following partner functions:

Customer: Sold-to party

Contact person: Contact person

Department responsible: Notification processor

1-1-13 Response and service profiles

Assign the response profile STANDARD and service profile STANDARD to

your notification type.

1-1-14 Action box

The action Search in the solution database should appear in the action box.

Copy this entry from the notification type S1.

1-1-15 Printing notifications

When you print notifications, all the shop papers whose ID begins with 15*should be proposed.

1-2 Partner Assignment

1-2-1 Defining a partner function

Create a new partner function.

Groups 1-10 use the ID X1 to X0.

Groups 11-20 use the ID Z1 to Z0.



(C) SAP AG LO835 3-38

Description: Responsible##

Partner type: User

1-2-2 Define partner determination procedure

Create a new partner determination procedure. Use your group number as the

ID for the partner determination procedure.

This partner determination procedure should contain the following partner

functions:

• SP (sold-to party)

• CP (contact person)

• MB (notification processor)

• BP (bill-to party)

• RP (employee responsible)

• GR (goods recipient)

• Your new partner function X* / Z*

One partner may be maintained for each of the partner functions SP, GR and

BP.

The partner function SP should be a required entry.

1-2-3 Assigning a partner determination procedure

Assign the partner determination procedure to your notification type.


It should be possible to enter your new partner function Responsible## directly

in the notification header. It is also used as a paging partner and as person

responsible for tasks.

1-2-5 Copy indicator for partner roles

Set the copy indicator for all the partner roles of your partner profile so that the

partner roles are copied from the technical object into the service notification.

1-3 Object Information Key

1-3-1 Assigning an object information key

Assign the object information key SERVICE_S1 to your notification type.





(C) SAP AG LO835 3-40


• Display response and service profiles.

•

Certain tasks should be proposed for automatic task determination in the

notification.

1-1 Display response profile.

Display the response profile PHOH1HR. What tasks are determined for which

priorities?

1-2 Assigning a Response Profile

Assign the response profile PHON1HR to your notification type.

1-3 Creating a Notification

Test the settings by entering a notification with your notification type, sold-to party T-

CSD## and priority very high.

Determine the tasks. Call up the task overview and check the result.

1-4 Settings for List Editing

1-4-1 Creating a selection variant

Call up the function Notification - List editing - Change.

Create a selection variant with the following features:

• Use U_USERNAME (USERNAME = your system user name) as a variant name,

so that this variant is proposed as your standard variant.• You should always select the statuses Outstanding, In process, and Completed .

• Selection is made according to notification type S1 and your notification type.

• The reference field for the monitor should be Required start/end .

• The field Additional device data should not appear.

• Today’s date minus 30 days should be defaulted as the Date from.



(C) SAP AG LO835 3-41

1-4-2 Changing a list structure

You show the fields List name and Location in the list and sort in ascending orderaccording to notification date.

Save this setting as layout L## (user-specific variant).

This variant should be your initial variant.

Unit: Helpdesk

Topic: Solution Database


• Create new symptoms and solutions

•

The solution database is used to support the customer by phone.

1-1 Creating Symptoms and Solutions

Create a new symptom.

Symptom type: PC symptom

Choose a damage and assign it.

Enter a suitable symptom description. In addition, enter your group number in the text.

Assign the symptom to symptom category PC Category 01..

Assign the material number T-FSN## as the object.

Release the symptom.

Create an appropriate solution directly for this symptom.

Solution type: PC solution

Enter a solution text.

Assign two suitable tasks.

Assign the Internet address WWW.SAP.COM as an appendix.

Release the solution.

Save the symptom and solution.



(C) SAP AG LO835 3-42

1-2 Text Index

Create the text index for the new symptoms and solutions.

1-3 Notification with Search for Solution

Test your settings by creating a notification with your notification type.

Sold-to party: T-CSD##

Serial number: 1

Material: T-FSN##

Enter a suitable notification short text. In addition, enter your group number in the text.

Enter the same damage, which you used in the symptom description, in the first

notification item.

Use the action box to call up the solution database.

Search for suitable symptoms.

Select your symptom and search for the corresponding solution.

Copy the solution into the notification. What happens?

Save the notification.



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Solutions: Helpdesk



(C) SAP AG LO835 3-44



(C) SAP AG LO835 3-45

Unit: Helpdesk

Topic: Notification Processing

1-1 Creating a service notification

Logistics Customer Service Service Processing Notification Create

(Special) Problem Notification (IW54)

Notification number: See Notification

Default values


Business area 8000

Planning plant 1200

Sales/distrib.


Sales organization 1000

Distribution channel 14

Division 00

Save

Continue


Notification short text Problem with screen

Sold-to party 100016

Enter


Address data Enter the address.

Copy



(C) SAP AG LO835 3-46

Organization




Division 00

Continue


Notif. process. 50010145 (TS hardware (D))

Damage Use search help to select

Save

1-2 Changing and Completing a Service Notification

Logistics Customer Service Service Processing Notification List Editing

Change (IW58)


Notification status Select Outstanding

Partners Partner function Notification

Processor

Partner 50010145

Execute

Select your notification and choose Details.

Additional data 1

Enter a long text.

Complete

Continue



(C) SAP AG LO835 3-47

Unit: Helpdesk

Topic: Notification Types

1-1 Creating a Notification Type

1-1-1 Create a new notification type.

Access to Customizing:

Tools Customizing IMG Edit Project (SPRO)

Display SAP Reference IMG button

IMG path for notification types:

Plant Maintenance and Customer Service Maintenance and Service Processing

Maintenance and Service Notifications Notification Creation Notification

Types Define Notification Types

Select the notification type S1 and choose Copy as.


Notification type Your group number

Reference time D (notification completion)

Enter

Save

1-1-2 Maintain the screen templates for your notification type.

.... Notification Creation Notification Types Set Screen Templates for Notification Type


Notification type Your notification type

Enter





(C) SAP AG LO835 3-49

Select your notification type and choose Details.


Log line Select

No text change Select

Save

1-1-4 Field selection

.... Notification Creation Notification Types Set Field Selection for

Notifications

Field Selection for Maintenance Notifications

Influencing

Choose the Notification type influencing field.


Contents Value Your notification type

Enter


Purch. order no. Select “Hide”

Purchase order date Select “Hide”

Description (VIQMEL-QMTXT) Select “Req.”

Malfunction start Select “Disp.”

Malfunction end Select “Disp.”

Save

1-1-5 Number range assignment

.... Notification Creation Notification Types Define Number Ranges

Overview

1-1-6 Assign the proposed order type SM02.



(C) SAP AG LO835 3-50

.... Notification Creation Notification Types Assign Notification Types to Order

Types


Type (for your notification type) SM02

Save

1-1-7 Other notification parameters

.... Notification Creation Notification Types Define Order Types and Special

Notification Parameters



Sales doc. type OR

AutoContractDet Select

Order type for notif. with

service contract

SM01

Save

1-1-8 Screen areas in notification header


Maintenance and Service Notifications Overview of Notification Type

Select your notification type and double click on Screen Areas in Notification Header .


Screen type hdr H200 (Header service

notification)

ScrnCat object O130 (serial number +

material number + device ID)

1-1-9 Assigning catalogs

Double click on Catalogs and catalog profiles.




(C) SAP AG LO835 3-51

Coding D

Problems C

Causes 5

Tasks 2

Activities AObjectParts B

Class active Select

1-1-10 Assigning a priority type

Double click on Priority Type.


Priority type SM


Double click on Partner Determination Procedure.


Double click on Partner Functions, Approval.


Customer Sold-to party

Contact person Contact person

Implementing department Notif. process.

1-1-13 Response and service profiles

Double click on Response Time Monitoring.


Service window STANDARD

Response profile STANDARD

Save



(C) SAP AG LO835 3-52

End

1-1-14 Action box


Maintenance and Service Notifications Notification Processing Additional Functions Define Action Box

Define Follow-Up Functions (Generated Tasks/Activities)

Select the entries with your notification type and notification type S1, then double clickon Activities.

Select an entry with the function description Solution database, then choose Copy as.



Enter

Save

1-1-15 Printing notifications


Maintenance and Service Notifications Notification Processing Notification

Print Control Define Shop Papers, Forms and Output Programs Assign Shop Papers to Notification Type

New entries


Document type Your notification type

Shop paper 15*

Selection Select

Save

1-2 Partner Assignment

1-2-1 Defining a partner function



(C) SAP AG LO835 3-53


Maintenance and Service Notifications Notification Creation Partners

Define Partner Determination Procedure and Partner Function

Define partner determination procedure

Select Cust. Service and choose Change partner .

Double click on Partner Functions. New entries


Role X*or Z*

Description Person responsible ##

Partner type US

Save

1-2-2 Define partner determination procedure

Double click on Partner Determination Procedure.

New entries


Procedure Your group number

Description Enter a description

Select the partner determination procedure and double click on Functions in

Determination Procedure.

New entries


Role SP

CP

MB

BP

RP

GR

X* / Z*

Select the indicator Unique for the functions SP, GR and BP.

Check the box Partner mandat. for the function SP (sold-to party).



(C) SAP AG LO835 3-54

Save

Back (x3)

1-2-3 Assigning a partner determination procedure

Assign Partner Determination Procedure to Notification Type


PartnDetProc (for your

notification type)

Your partner determination

procedure

Save

Back


Assign Partner Functions to Notification Type



Person responsible Person responsible ##

Function for paging Person responsible ##

Task processor Person responsible ##

Save

1-2-5 Copy indicator for partner roles

Plant Maintenance and Customer Service Master Data in Plant Maintenance and

Customer Service Basic Settings Partners Copy Partner Roles to Master-

and Movement Data


Copy Partner Set the indicator for all the

partner roles of your partner

profile

Save

1-3 Object Information Key



(C) SAP AG LO835 3-55

1-3-1 Assigning an object information key


Maintenance and Service Notifications Notification Processing Object

Information Assign Object Information Keys to Notification Types

Field name or data type ValuesObject info (for your

notification type)

SERVICE_S1

Save


SAP menu path:


(General) (IW51)



Enter


Sold-to party T-CSD##

Serial number 1

Material number T-FSN##

Save

Unit: Helpdesk

Topic: Catalogs

1-1 Display catalog entries

Logistics Customer Service Service Processing Environment Catalog

Code Groups Display (QS42)



(C) SAP AG LO835 3-56


Catalog 2

Enter

Select a code group and choose Codes (double-click).

1-2 Display catalog profile

IMG path:


Maintenance and Service Notifications Notification Creation Notification

Content Define Catalog Profile

Select the catalog profile PC and choose Catalogs/Code Groups.

The damages catalog is catalog C.

Code groups: MONITOR, PC.

Unit: Helpdesk

Topic: Response Time Monitoring

1-1 Display response profile.

IMG path:


Maintenance and Service Notifications Notification Processing Response

Time Monitoring Define Response Monitoring

Define Response Profile

Select the response profile PHON1HR and choose Response times (double-click).

1-2 Assigning a Response Profile

Response Time Monitoring for Notification Type


Response profile (for your

notification type)

PHON1HR

Save



(C) SAP AG LO835 3-57


SAP menu path:


(General) (IW51)



Enter


Sold-to party Customer T-CSD##

Priority (in screen area

Processing)

Very high

Define tasks

Call up the tab page with the tasks overview to display the tasks.

Save

1-4 Settings for List Editing

1-4-1 Creating a selection variant

Logistics Customer Service Service Processing Notification List Editing

Change (IW58)


Notification status Select “Outstanding”, “In

process”, and “Completed”

Notification type S1

For the Notification type field, choose Multiple selection; also enter your notification

type and choose Copy.


Ref. field monitor 2

Goto Variants Save as variant


Variant name U_XXX (XXX = your user

name)



(C) SAP AG LO835 3-58

Description Enter a text

Addit. device data Select “Hide field”

From date Select “Selection variable”

Choose Selection variables and then Date variable ( D - yellow traffic light turns

green). Call up the search help (arrow) and choose Current date +/- ??? days. Days

Enter “30”´.

Enter

Save

Save

1-4-2 Changing a list structure

Choose Execute on the selection screen.In the list, choose:

Settings Display variant Current

Select the fields List name and Location and choose Show selected fields.

Copy

In the list, select the Date column and choose Sort ascending.

Settings Display variant Save as variant


Save layout L##


User-specific Select

Default setting Select

Continue

Unit: Helpdesk

Topic: Solution Database

1-1 Creating Symptoms and Solutions

SAP Menu Logistics Customer Service Solution Database

Create/Display/Change Symptom/Solution (IS01)



(C) SAP AG LO835 3-59

Creating a Symptom


Symptom type PC

Enter

Code symptom Choose a code

Description Enter a description and your

group number

Symptom category 01

Choose the tab page Object and then Add business object .

Select the object type Material and choose Continue.


Material T-FSN##

Enter

Release

Create and link a solution


Solution type PC


Add tasks under the selected node

Select two tasks and choose Copy.

Add attachments under the selected node

Choose Attachment - Internet Address.

Enter


Description SAP

Internet WWW.SAP.COM

Enter (x 2)

Release

Save

1-2 Text Index

Logistics Customer Service Solution Database Create Text Index (IS02)

Enter



(C) SAP AG LO835 3-60

1-3 Notification with Search for Solution


(General) (IW51)



Enter


Notification short text Enter a suitable problem

description and your group

number

Sold-to party Customer T-CSD##

Serial number 1

Material number T-FSN##

Damage (on the tab page Item) Select

Solution database

In the window Search Criteria: Find Symptom, confirm using Enter .

Select the symptom that you found and choose Search by selection. Symptoms assigned

Detail solutions

Select a solution found and choose Assign selected solutions.

When the solution is copied, tasks are also copied from the solution into the

notification.

Save




© SAP AG 2001

Field Service Planning

Order processing

Order types

Scheduling and capacity

planning

External services

Contents:

Material planning

Printing, paging, and mobile

devices

Completion confirmation

Billing

Settlement and completion




© SAP AG 1999

List the functions and contents of service orders

Create, process, bill and complete service orders

Make the Customizing settings for service orders


Field Service Planning: Unit Objectives




© SAP AG 1999


Returns and Repairs

Processing

Returns and Repairs

Processing

HelpdeskHelpdesk


Organizational

Elements and

Master Data

Organizational

Elements and

Master Data






© SAP AG 1999

Technic ians perform work at the customer site.

This work is t riggered by a problem message from

the customer and performed as planned activit ies.

The work is documented and an invoice is created.

Field Service Planning: Business Scenario




© SAP AG 1999

List the functions and contents of service orders

Describe the steps involved in order processing

Execute a simple order process flow


Order Processing: Topic Objectives




© SAP AG 2003

Service Order Functions

Planning

Description

Resources

Deadlines

Execution

Shop papers

Work progress documentation

Confirmation

Settlement

Internal

External

The service order has the following functions:

Planning services such as repair, servicing and inspection activities, installation and modification:

Description of work to be performed

Resource planning: Internal and external employees, materials, and tools

Scheduling for execution

Support of execution and monitoring:

Printout of order papers containing information relevant for execution

Transfer of order data to hand-held devices

Documentation of work progress using activity reports and completion of operations

Confirmation of times, material withdrawals, goods receipts, and billing documents

Settlement of expenses incurred as a result of the order:

Internal: Settlement of costs and revenues to controlling objects or to a contract External: Billing of expenses to a customer




© SAP AG 1999

Structure of Service Order

Change Service Order 500200: Central Header

Order SM02 500200 Printer - repair

Status CRTD

Customer

Header data

Who should do

what when?

ObjectsOperations Components Costs Partners

Service data

Responsibility

Dates

Reference ob ject

Which

materials

are

required?

Estimated,

planned

& actual

costs,

revenues

Internal

and

external

Technical

objects

and

notifications

A service order is structured as follows:

Order header with description (short and long text), status information, customer and address data,

service data (for example, service product), areas of responsibility, dates and entry of a reference object.

The header data also includes cost and revenue data, partner data and the object list.

The order contains one or more operations. These are the individual steps to be executed by internal or

external employees. If a more detailed structure is required, one or more sub-operations can be created

for each operation.

Components can be assigned to each operation. These are stock or non-stock materials that are required

to execute the work. Production resources or tools that are required for the work to be executed are

also assigned to the operation.

In the cost overview, you can enter and display the estimated costs, and display planned costs, actual

costs and actual revenues for the entire order. In the partner overview, you can maintain additional internal and external partners (for example,

reponsible employees) for the order.

If the order has several reference objects, these are entered in the object list. If there are several

notifications for the order, these are also available in the object list.







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© SAP AG 1999

Name the Customizing settings for order types

Create new order types


Order Types



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© SAP AG 2003

Order Types - Customizing

Functions and settings of the

order types: Order types:

Commitments management

Revenue postings

Settlement and budget profiles

Residence times

Immediate release

Screen type - reference object Settings for service orders:

Credit l imit check

Default DIP profile

The Commitments management indicator controls whether a commitment is formed for planned

external services and non-stock components.

If the Revenue postings indicator is set, the revenues produced from billing are posted directly to the

service order. Assignment to a sales document item is only possible for service orders that are not

revenue objects.

The settlement profile controls the order settlement, the budget profile enables budget entry and

monitoring for orders.

Residence time 1 specifies the time in months, which must lie between the setting of the deletion flag

and deletion indicator respectively when orders are archived. Residence time 2 specifies the time, which

must lie between the setting of the deletion indicator and the archiving.

The indicator for immediate release is only effective if the order is generated from a notification,

maintenance plan or sales order. The screen type - reference object defines whether reference objects are used for the order type, and if

so, which types.

The settings for the credit limit check contain the type of check and the assignment of the order type to

a credit group "Order". The DIP profile controls the quotation creation and resource-related billing.



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Order Types - Customizing II

Assignment to number range group

Assignment to p lanning plants

Default values

Time: Formation of settlement rule

Noti fication and order integration

Costing parameters

Change documents, and so on Display of goods movements

You can set the following default values for each order type:

General order data (field keys for operation user fields, calculation keys for operation data,

relationship view, graphic profile for network graphic)

Default data for external operations

Default data for non-stock components

Proposed reference time for technical completion

Operation control keys

Maintenance activity type: Key for the type of activity performed (preventive maintenance, warranty

service...). In the evaluations, you can classify data using the maintenance activity type. You can

assign each service order to a maintenance activity type.

The settlement rule can be created when the order is released or at technical completion. The settlement

of sub-orders is also set here.

Under notification and order integration you define whether you want to maintain notification and

order data in one screen. This means that you automatically create a notification when you create an

order. You can also control whether the long text of the notification header should be copied into the

order header automatically, and in how far operations can be assigned to object list entries of the order.

The costing parameters control the planned and actual cost determination in the order.

The increments for operation numbers, writing change documents (with/without recording of status

changes), generating collective purchase requisitions, purchase order workflow and transfer of the non-

modifiable net order price into purchase requisitions are set under Change documents...



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Order Types - Customizing III

Availabil ity check

Maintenance and service orders:

Priority types

User status profile

Partner determination procedure

Scheduling parameters

Print proposal for order papers

Object information key Field selection

Completion confirmations:

Confirmation parameters

The availability check can be set for capacities (work centers), stock materials and production

resources/tools.

The assignment of the order type to a priority type is used to define the priority to which an order can

be assigned. The priority can be used to propose the basic start and end dates for the order.

If individual user statuses are to be assigned in addition to the system statuses, then you must assign a

user status profile to the order type.

The assignment of the partner determination procedure defines which partner information can or

must be entered in the order. In addition, the following partner roles are assigned here: Customer and

person/department responsible in the order header screen, person with automatic generation of capacity

requirements records at operation level, recipients of paging messages.

Order scheduling is defined using scheduling parameters.

In the print control, you can define which order papers are proposed with which settings when printingorders.

You can use field selection to influence the field attributes (required entry field, optional entry field,

display field, hidden field) for the fields in the order header.

Confirmation parameters are used to set default values and checks when entering completion

confirmations.



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Order Operations

Internal processing

External processing

Text

Execution: Description:

Activi ty numbers

Control using operation control keys:

Capacity requirements

Schedule

Costing

Printing


Internal / external

Internally processed operations are executed by the company's own employees, externally processed

operations by external companies. The work can be described using the operation short and long texts,

or using activity numbers and quantities for the operation.

These features of an operation are defined using the operation control key. Other features are also

dependent on the operation control key:

If the Schedule indicator is set, operation start and end dates are determined based on the operation

duration entered. For externally processed operations, the planned delivery time can be used for

scheduling, as an alternative to the operation duration.

The Capacity requirements indicator ensures that capacity requirements are generated according to the

planned working time.

The Costing indicator enables planned costs to be determined based on the operation data and actual

costs to be determined based on the completion confirmations for the operation. You can use a print indicator to define that the operation is printed in the order papers. You can also

determine the printed text on time tickets and confirmation slips.

The confirmation of internal activities for the operation can be permitted or prohibited. An order only

obtains the status Finally confirmed once all the operations planned for the completion confirmation

have been finally confirmed.



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Make the settings for scheduling

Use the evaluations for capacity planning


Scheduling and Capacity Planning





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© SAP AG 1999

Scheduling Types

TimeCurrent date Basic start date Basic end date

Op1Op2

Op3

Forwards

Backwards

Op1

Op2

Op3Op1

Op2

Op3

Current date

Op1

Only

capacity requirements

Op2

Op3

Adjust basicdate

Adjust bas icdate

Basic

start dateBasic

end date

This diagram illustrates how the system determines the dates for the three operations in an order (Op1 to

Op3) based on the scheduling type.

For scheduling type Only capacity requirements, the capacity requirements are distributed evenly over

the period between basic start date and basic end date.

The basic dates are adjusted, if necessary, based on the setting for the order type. This means that the

start date for the first operation is copied as basic order start date and the end date for the last operation

copied as basic order end date.

For each scheduling type, you can set whether the time can also be entered for the basic dates, in

addition to the date.

The existing capacity loads are taken into account during capacity scheduling. Only those work centers,

which have the indicator Relevant for capacity scheduling, are involved in capacity scheduling. For each

operation to be scheduled, the system checks whether sufficient free capacity is available for theoperation on the date calculated. If sufficient free capacity is available, the operation is scheduled. If

insufficient capacity is available, the operation is shifted to a date on which it can be processed without

capacity problems.



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InstallationProduction

FS relationsh ipFS relationsh ip

Eng./designP / O

Purchase order SS relationshipSS relationship

Start-up

phaseSF relationsh ipSF relationsh ip

Materials planning

BOM

FF relationsh ipFF relationsh ip

Permit

Engineering/

design

Relationships

A relationship describes the processing and time-based dependencies between two operations in an

order. For example, a particular operation can only begin once another operation has been completed, or

an operation cannot be completed before another operation is completed.

Relationships are determined by two factors:

Type

Timeframe

There are four types of relationship:

FS relationship - the end of one operation is linked to the start of the following operation

SS relationship - the start of one operation is linked to the start of the following operation

FF relationship - the end of one operation is linked to the end of the following operation

SF relationship - the start of one operation is linked to the end of the following operation

The timeframe specifies the time between two operations, which are linked to one another by arelationship.

The function Generate relationships simplifies the creation of relationships. This function automatically

creates FS-type relationships between operations that were not previously linked by relationships. The

operation number is used to determine the order.



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Capacity Planning

Avail able - Requir ed = Free

Capacity evaluation

Determination of:

• Available capaci ty

• Capacity requirement

Comparison: Available - Required

Capacity leveling

Leveling of loads

(too high and low)

Optimal usage of capacity

Selection of suitable

resources

From

work center master

From

order operations

Capacity planning can be divided into capacity evaluation and capacity leveling:

To evaluate the capacity situation, the capacity requirements are compared with the available

capacity. The available capacity details the available capacity for each workday. The capacity

requirement details the capacity required for orders at a given time.

During capacity leveling, the capacity loads of work centers (overloaded or underused) are balanced

out. It also enables the workforce capacity to be optimized and suitable resources to be selected.

The available capacity is the work that can be produced by a capacity unit at a work center on each

workday. It is calculated from the work start and end times, lengths of breaks, capacity utilization level

of the capacity units and the number of individual capacity units that have capacity.

The capacity requirement is the work required from a particular work center over a given period of

time based on an operation in an order.

The capacity availability check can be set for the order created and order released. It is controlled usingan overall profile. If no overall profile has been entered, the overall profile SAPSFCG013 is used with

the period split Week. You can set the system response for availability not provided when the order is

released.



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Display Formats

Capacity requirements

Available capacity

Standard ov erview

and detailed capacity

list expressions

Plannin g board (tabular)Planning board (tabular) Planning board (graphical)Planning board (graphical)

Capacity evaluationCapacity evaluation DiagramsDiagrams

Capacity planning uses several display formats. Evaluation lists, block diagrams, bar charts, line

diagrams and Gantt charts can be used. Simulations can also be performed using the tabular and

graphical planning boards. Another option is provided by the graphical monitor for people in a work

center.

You define the type of capacity evaluation using profiles. The overall profile contains seven sub-

profiles for the graphical planning board and eight for the tabular planning board:

Control profile: Type of presentation and data preparation

Evaluation profile: Capacity unit, unit of measurement, hierarchy

Strategy profile: Control of shift planning in capacity leveling using the graphical or tabular planning

board Time profile: Periods for processing

List profile: Layout of standard overview and detailed capacity list

Selection profile: Data sets for selecting objects to be displayed

Profile for graphical planning board

Profile for tabular planning board

Period profile (only for tabular planning board)





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Scheduling Interface

Create order

1

Schedule order

2Popup windo w Date

agreement is d isplayed

3

External system

searches for date

4

Suggested dates are

displayed

5

Save order

7

Copy date6

Dates are posted in both SAP and

external systems

Order schedul ing

Field service planning Graphical moni tor to display

assignments

The CS-SDL interface enables you to use an external system to help process scheduling and field

service planning. You can use this interface to copy scheduling and field service planning data from

existing systems to your SAP system. The following scenarios are supported:

Capacity planning - if you use an external scheduling system for capacity planning, you can use the

SAP system as a front-end.

Field service planning - if you want to use field service planning in the form of a plan table, you will

need to set the external scheduling system as an additional front-end.

When you schedule an order in the SAP system, the external system looks for a suitable date and

notifies the SAP system. SAP capacity planning is deactivated. Additional functions are dependent on

the external scheduling system.

You must make the following settings in Customizing - define the order types for which you want to

activate external scheduling. Make the required settings for external order scheduling. Set the externalscheduling parameters.



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List the options fo r planning external services

Make the settings for planning external services


External Services



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External Services in the Order

Operations for external processing:

Service - external:

Enter a text for an operation

Generate a purchase requisi tion with i tem

category "Standard purchase order"

Service - external (with service sheet):

Enter service specifications for the operation

Unlimited service numbers per operation

Generate a purchase requisi tion with i tem

category "Service" and service specifications

Work to be performed by a third party is planned as external processing operations in the order. This

requires the entry of the corresponding operation control key.

An operation for service - external is entered using the standard control key SM02. The external service

is described by the operation text.

An operation for service - external (with service sheet) is entered with the standard control key SM03.

The external service is described by one or more service numbers assigned to the operation.

You can enter additional purchasing information in the external processing data for the operation. This

information is transferred to the purchase requisition automatically generated by the system.



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External

operation

Purchase

requisition

Invoice

receipt

Goods receipt

Purchase order

Order

release

Company

Invoice

x y z

Service - External: Process Flow

Depending on the order type, the system generates one or more purchase requisitions (one purchase

requisition per external operation) when you save or release an order.

In Purchasing, purchase orders are generated from the purchase requisitions. The purchase order items

are assigned to the account for the service order, in other words, the service order is debited with the

costs of the procurement process. The system displays purchase requisitions and purchase orders in the

document flow for the order.

Goods receipts with reference to these purchase orders can be entered as soon as the order is released.

When valuated goods receipts for external services are entered, the service order is debited with the

order value.

The service order is automatically credited or debited by invoicing differences on invoice receipt.

You can display the goods receipts entered in the list of goods movements for the order and in the

document flow.



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External

operation

Purchase

requisition

Invoice

receipt

Service

entry

Purchase order

Service

accepted

Order

release

Company

Invoicex y z

Service - External (with Service Sheet): Process Flow

When external operations for services are entered in a service order, service specifications are created

for the operation. These specifications consist of one or more service numbers with information on the

service quantity or from text items.

Depending on the order type, the system generates one or more purchase requisitions when you save or

release an order.

In Purchasing, service purchase orders are generated from the purchase requisitions. The purchase

order items are assigned to the account for the service order, in other words, the service order is debited

with the costs of the procurement process. The system displays purchase requisitions and purchase

orders for the order in the document flow.

The services performed are entered in the function “Service entry" using service entry sheets.

When the services performed have been accepted, the service order is debited with the order value.

The service order is automatically credited or debited with invoicing differences on invoice receipt.



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External Services - Settings

Account assignment category and

document type for purchase

requisitions

Operation control keys

Default value profiles for external

procurement

Collective purchase requisit ion

Time when purchase requisitiongenerated

Net order price

In a general setting, the purchasing account assignment category and purchasing document type are

defined for purchase requisitions for service orders. For the document type, you can choose whether

you want to generate purchase requisitions for normal purchase orders, contracts or other document

types in the purchasing system. Purchase requisitions for service orders must always be assigned to

service orders. This means that you must only change the standard setting for the account assignment

category if you have defined a new account assignment category for the order account assignment in the

Customizing of the purchasing system.

In the external processing profile, you can define default values for generating purchase requisitions

from orders. In each profile, you can save default values for a cost element, purchasing organization,

purchasing group and material group. When the profile is assigned to the order type, the default unit of

measure can be specified for external processing.

The Coll. purc. req. indicator ensures that only one purchase requisition with several items should be

generated for external material and external operations per order. The purchase requisition can be

generated either when creating or releasing the order. You can use the Net order price indicator to

define that the net price from the external operation should not be changed in the purchase requisition. A

change can only be made in the purchase order.



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List the options for material planning

Make the settings for material planning


Material Planning



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Order Components

Stock items

Stock material

Creation of reservations

Non-stock items

Direct material reference

Creation of purchase requisitions

Text items

Materials without material master

Notes

For order components, there are three different item categories:

Stock items: Material to be withdrawn from a warehouse for the order. Reservations are created.

Non-stock items: Material to be obtained specifically for the order. You do not have to enter a material

number. Purchase requisitions are created.

Text items: User-defined text is entered. Text items are used for materials without a material master

record or for comments.



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Component

assignment

Material

reservation

MayMay

Availabilitycheck

Goods

issue

Printing

Order

release

Automatic

availability

check MayMay

Stock Material: Process Flow

You can perform an availability check for each component item or for all components in the order when

assigning components. The material availability list enables you to obtain an overview of the

availability situation.

Material reservations are generated when you save the order, and depending on the order type, are

effective when you save or release the order.

An automatic availability check may be made when you release an order. It is possible to release the

order even in the event of non-availability.

You can also print out a material pick list and withdrawal slip when you print the order papers.

Planned goods issues are entered with reference to the reservation or order number. The system proposes

the planned components for withdrawal posting as a default. If the goods issue is unplanned, you must

enter the order number, material number, and quantity.



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Non-Stock Material: Procedure

Component

assignment

Purchase

requisition

Invoice

receipt

Goods receipt

Purchase order

Company

Invoice

x y z

Order

release

When non-stock materials are assigned in the order, additional purchasing information can be entered.

This information is transferred to the purchase requisition automatically generated by the system.

Depending on the order type, the system generates one or more purchase requisitions when you save or

release an order.

In Purchasing, purchase orders are generated from the purchase requisitions. The purchase order items

are assigned to the account of the service order, in other words, the service order is debited with the costs

of the procurement process. The system displays purchase requisitions and purchase orders for the order

in the document flow.

Goods receipts with reference to the order can be entered as soon as the order is released.

When valuated goods receipts are entered, the purchase value is debited to the service order.

The service order is automatically credited or debited by invoicing differences on invoice receipt.

You can display the goods receipts entered in the list of goods movements for the order as well as in thedocument flow.

Moreover, an option exists for you to transfer materials from an external catalog in the order viathe Open Catalog Interface (OCI).

As an alternative to purchase order processing in SAP R/3, purchase requisitions can betransferred to an external purchasing system such as the SAP Enterprise Buyer (EBP), forexample.



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Material Planning - Settings

Default values for component itemcategories

Movement types for material

reservations

Time - relevance for materials

planning

Material availability check

Display of goods movements

Default value profile for non-stock

components

Access sequence for delivery

addresses

The item categories for order components can be proposed based on the material type and

maintenance plant.

The standard movement types for the goods issue and goods return are 261 and 262.

The material reservations can be relevant for materials planning either when saving or releasing the

order ( Movement allowed indicator in the reservation).

The option of displaying goods movements for the order directly from the order must be activated for

the order type.

You can create default value profiles for the purchasing data of the non-stock components.

The delivery address of the non-stock components can be determined on the basis of the address of

the order, the notification, the functional location, the equipment, the sold-to-party, or the goods

recipient.



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Availab il ity requirements Availabi li ty requirements

for ordersfor orders

Scope of check:Scope of check:

CheckingChecking

groupgroupCheckingChecking

rulerule

Stocks

Receipt / issu e

Replenishment lead time

Storage location ch eck

Material Availability Check

Material availability list

Order system status

Response for release and

missing availability

The availability check is controlled by the checking group from the material master and the checking

rule, which is defined for each plant and order type. The scope of the check is defined for each

combination of checking group and rule, in other words:

Which stock categories are considered

Which elements relevant for materials planning (receipt/issue) are considered (for example, purchase

requisition, purchase order, planned order)

Whether the replenishment lead time is checked

Whether the availability check should be made at plant or storage location level

The availability check can be set for the order created and order released. It can be set automatically

when the order is saved. The system response for availability not provided when the order is released can

be set (no response, warning or error message).

You can display information regarding the availability of materials that have been scheduled for an order

in the material availability list. The quantity determined and confirmed for stock components by the

availability check is compared with the quantity required. For non-stock components, the list provides

information about whether the date of the planned goods receipt (from a purchase requisition or purchase

order) is appropriate for the earliest or latest start date for the operation.



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Component Planning with BBP

R/3

ReservationPurchase

requisition

BBP Internet catalogOrder 4711

Operation 10

Operation 20

Order

selection

Order 4711Operation 10

Pump P1000

Motor Gx01

Operation 20

Seal 10-10

Transfer

components

Go toInternet

catalog


Pump P1000

Motor Gx01

Operation 20

Seal 10-10


Operation 20

Transfer to

shopping cart

Pump P1000

Motor Gx01

Seal 10-10

If you want to carry out material planning with BBP for an existing service order, use the following

procedure:

Start BBP and select the order(s) which you want to plan.

Call up an Internet catalog.

Choose the materials you require and place them in the shopping cart.

Copy the contents of the shopping cart to your order.

Copy the materials to the component list in R/3 - here purchase requisitions are created for these non-

stock items.



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Creation of

service order

Sales order for

advance

shipment

1000783 PC Maxitec

R-1160 ScreenR-1120 Cable

R-1130 Keyboard

Item

10

20

Customer order

Advance shipment Advance shipment

Material selection from

structure list

Material selection from ordercomponent list

Service Order with Advance Shipment

If the materials required for executing the work should be sent to the customer, you can create a sales

order for advance shipment from the component overview of the service order. You can thereby create

the material items for the sales order by selecting the components in the service order, or by selecting

from the structure list for the reference object.

In the following sales order dialog box, it is possible to supplement and change the material items

proposed from the service order. If changes are made to the items in the sales order, the service order is

not updated.

The sales order is saved together with the service order. The advance shipment sales order is displayed in

the document flow for the service order. The service order and the components copied to the sales order

are assigned the system status "Advance shipment occurred". The system also automatically sets the

indicator "Non MRP-relevant" in the service order for the spare parts.

Only one sales order is created for a service order. If an advance shipment of additional materialcomponents is required later, the existing sales order can be enhanced from the service order.

Generating advance shipment sales orders using the sales document type consignment fill-up offers you

additional options (customer consignment).



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Advance Shipment with Customer Consignment

Generation of

goods movement

for order

Consignmentfill-up

Item10

20

Customer order

Serviceorder

Outbound deliveryConsignment withdrawal

Billing

document

Creation o f

service order

1

Generation of sales

order

2

Creation of custo mer

consignment stock

3

Reduction of

customer consignment

stock

4

4

Resource-Related

Billing

5

The customer consignment enables you to optimize the process of advance shipment.

A sales order of sales document type CF (consignment fill-up) is created from the service order. This

makes it possible to bill the spare parts actually required after the consumption posting.

A delivery of the materials required is generated based on this sales order. The materials are posted to

customer consignment stock. This means that, for the moment, they remain the property of the service

provider.

The customer consignment stock is reduced as a result of the consignment withdrawal (manual goods

movement with movement type 261 W ). The goods movement is assigned to the service order.

In resource-related billing of the service order, the customer is charged for the materials withdrawn

from the consignment stock.

Materials that are not required can be posted back from the customer consignment stock into your own

stock using a sales order of sales document type CP (consignment pick-up) or a manual goodsmovement.

You can find more information on this scenario in SAP Note No. 597012.



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List the options for printing orders

Describe the print settings

List the paging options

Describe the mobile device options


Printing, Paging, and Mobile Devices



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Print Control

Define shop papers

• ID

• Program

• Form routine

• Form

• Description

Print proposalfor eachdocument type

General / user-specifi c

print specifications

Selection

Print diversion

(optional)

The shop papers used are defined first. For each shop paper, you can define additional control

indicators, such as delta printing, updating the print status for each operation or component. You can

also mark the shop paper as a time ticket or confirmation slip.

For each notification and order type, you define which shop papers can be printed and which are

printed as a system proposal. If shop papers are not specified for an order, printing is not possible. The

checkbox informs the system that a shop paper for printing is proposed for an order type. If the field is

not selected, the user must specify manually which paper should be printed.

The print diversion enables you to define that the print attributes of a particular shop paper depend on

certain field contents in the order.

As soon as you have printed shop papers for a service order, the system automatically sets the

corresponding status and creates a log. You can use the log to determine which papers have already

been printed, who requested the print, and when they were printed.



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Paging

Paging = sending short messages

Availability:

Notification header

Order header

Notification/order - partner overview

Graphical monitor

Possible recipients:

Customer

Contact person

System user

Personnel number

During notification and order processing, you can send short messages to one or more partners using a

pager. This is possible from a number of different R/3 screens.

These short messages can also be predefined standard texts.

You are also able to send messages using the Internet or SAPoffice.

The partner function that you specify on the partner data screen must be assigned to one of the

following partner types using the partner determination procedure: The following data must also be

defined for the partners:

Contact person/customer: The communication type PAG must be entered in the address for this

partner under "Further communication".

System user: The communication type PAG must be entered in the user master record under "Further

communication".

Personnel number: The personnel number must contain info type 105 (communication) and beassigned to a system user name. The communication type PAG must be entered in the assigned user

master record under "Further communication".

You must also define in each address or user master record the subtypes of the pager service that are

available to the partner, and define one of them as a standard service. If you are sending pager messages

from the notification or order header screen, you must define the partner function for paging in

Customizing for the relevant notification or order type.



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FAX = Telefax

INT = Internet mail

PAGE = Pager services

PRT = Printer

RML = R/Mail or SAP-Office

Paging - Supported Services

@@

To send pager messages, you must define subtypes for the pager services in the Customizing for Basis

Components. When defining subtypes, check the information that the paging providers certified for the

R/3 System make available to you. These providers include, for example, Balloon in Germany

(supported paging services include D1 SMS, Skyper, Cityruf, Scall, D2 SMS) and RPA in the USA

(supports services include MCI and Skytel).

Definition of standard texts:

Create SAPscript text. You can also use variable text symbols, which are automatically replaced by

notification or order data when the short message is sent (tables - notification: VIQMEL, order:

CAUFVD).

Assign a standard text in the Customizing for the notification or order type.



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Paging - Information

System status PAGE

Paging status on partner

screen

Document flow

Action log

Status

Message text

It is only possible to send short messages if the notification or order has not yet been completed. The

notification or order may not be marked for deletion. The user status can be employed to restrict the

sending of short messages further.

When the first short message is sent, the system status is automatically set to PAGE.

The short messages are only sent once the notification or order has been saved. After sending the

message, the paging provider confirms various communication statuses or paging statuses. The

following statuses are possible: Sent / Successful / Warning / Error.

The paging provider does not inform the R/3 System whether the short message has been received

successfully.

The paging status can be displayed from the notification or order header, partner screen and graphical

monitor. You see all the notifications and orders from which pager messages have been sent for each

partner selected. The last status that was transmitted for each pager message is displayed.

You can see an overview of all the short messages sent for each partner in the action log of the

notification or order. The system generates an entry with the appropriate status for each address and each

message sent. All the short messages sent and the transmission history are displayed in the document

flow for the notification and order (View "Object Links").



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Paging - Technology

Notification / order

SAPoffice / SAPconnect

Paging server

Paging provider

R/3 System

External

communication

server

Provider interface

RFC RFC

Event Status confirmationData transmission

The components SAPoffice and SAPconnect are required by the paging service. For more information,

see the documentation under BC - Basis Components / Communication Interfaces.

SAP offers a complete installation routine based on Install Shield. This installs the required server

programs on the communications server (Windows 95, NT). Necessary enhancements to the ini-files

should be discussed with certified partners.



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Working with Mobile Devices - Process

Data transfer from CS

Order operations for technician

Order detail data with contract dates

Notification data

Equipment data


Notification data

Goods movements

Time confi rmation

Process:

The processor enters the personnel number of the technician in the service order operation, then

releases the order.

Next time the technician calls up the order list from R/3 the data is transferred to the mobile device.

The technician can now see the operations that have been released and assigned to him at any time.

The technician can use a hyperlink to call up the operation detail screen from the overview.

The technician confirms the time required and material consumed on the mobile device, then performs

technical completion confirmation. The data is transferred to the R/3 System when the technician

presses the send button. There are two transmission options for each type of browser:

- Data is transmitted immediately to the Internet server. This is only possible for an existing online

connection.

- The data is saved on the mobile device until the next sychronization. Prerequisite: The user master record must be linked to the personnel master record for the technician

who is logging on to the Internet server. Enter the user (info type 0105 and communication type 0001) in

the personnel master record. If you also want to represent the technician as a customer, you have to link

the customer and personnel master records for the corresponding company code. This is useful if, for

example, you want to manage vehicles as a customer consignment.



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Working with Mobile Devices - Technology

Hardware

Mobile devices with Web browser

Handheld PC

Palmtops

Palm pilo ts

WAP phone

Servers for Internet components

Software

Internet transaction server

Internet server

For WAP scenarios - WAP gateway

For AvantGo scenarios - AvantGo server

The standard example is designed for Microsoft handheld PCs with VGA/2 optimized display, running

online in the Pocket Explorer and offline with the AvantGo browser. You acquire the AvantGo browser

separately. HTML standard 3.2 is used for the example. This is supported by many other browser types.

You can also adapt the HTML template to other screen sizes - for example, Palm Pilot, Microsoft ®

Palm-Size PCs, or for WML browsers. You can use a variety of function modules to retrieve and process

data. The flow logic describes the function calls, and you can adapt and enhance the flow as required.

This solution is based around the SAP System Internet architecture. HTML or WML Internet forms

display the required information and simultaneously assist with completion confirmation for orders.

To do this, you need the appropriate Web browser on the mobile device. These kinds of browsers can be

divided up into online browsers and browsers for offline processing of Internet pages.



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List the options for completion confirmations

Name the settings for completion confirmations


Completion Confirmations



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Order Confirmation

Working time: Internal activity

External services Goods receipt

Service entry sheet

Activi ties

Activi ty reports

Completion confirmation texts

Material postings

Planned withdrawals

Unplanned withdrawals

Goods receipt for purchaseorder

Object changes

Measurement values/counter

readings

All relevant information that has been created during execution of the order is entered during order

confirmation.

This information includes the hours worked by your technicians.

Services performed by a third party are documented as goods receipts or service entry sheets,

depending on the type of purchase order.

The activities performed are described in one or more notifications for the order. Completion

confirmation texts can also be created during the entry of time confirmations.

The system posts both material withdrawals from the warehouse and goods receipts of materials

ordered directly from the vendor.

Object changes, such as conversion tasks or the installation and dismantling of equipment, are

documented as changes to the master data for the corresponding technical objects.

Measurement values and counter readings are entered in the form of measurement documents for thetechnical object.

The confirmation of internal services, material withdrawals, notification data, and measurement

documents on one screen is possible using the "Overall completion confirmation" function.

In the component travel expenses, you can enter your travel expenses and assign them to the service

order. In this way, travel expenses are posted to the service order and can be charged to the customer.



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Partial/final confirmation

Clear reservations

Proposed date and services

Type of date check

Goods movements: Only backflushing

Logs

Control Parameters for Completion Confirmations

The confirmation parameters are defined for each plant and order type and can be changed temporarily

when the completion confirmations are entered.

The indicator for the actual costs log defines whether a log should be generated for the actual costs

determined.

If the indicator for logs of goods movements is set and the system identifies errors in the goods

movements when the completion confirmation is saved, the system issues an error log before saving.

You can correct the errors there, if necessary.

Default values can be defined for the final completion indicator and clearing of outstanding

reservations. You can also specify whether the system should propose execution dates and the planned

service as an actual service.

If the indicator for material movements is set, then the system proposes all the material components on

the goods movement screen of the completion confirmation that had been planned. If the indicator is notset, only backflush quantities are proposed.



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Technical completion

Documents that all work has been completed

Fixes location and account assignment data

Reference time set

Al l associated notificat ions can be closed

Cancellation of outstanding capacities

Cancellation of outstanding reservations and

purchase requisitions

Status "Technically complete"

You can enter the reference time when technically completing the order. The reference time is the date

and the time that the notifications and completed orders were stored in the history.

All outstanding planning data is canceled when you perform a technical completion:

Capacity requirements which have not been completely confirmed

Material reservations for which a withdrawal posting has not yet been performed

Purchase requisitions for which no purchase orders currently exist

You must have assigned a settlement rule to the order before you can technically complete it.

The technical completion of an order can be canceled.



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Completion Confirmation - Customizing

Control parameters

Screens for overall completion confirmation

Field selection

List entry

Proposed reference time for technical

completion

When defining the profiles for the overall completion confirmation, you define which:

Fields should be displayed in the header data

Order and notification data can be entered in or two columns in the maximum of five screen areas

Pushbuttons are available

The field selection can be set for the initial screen of the individual completion confirmation, the entry

screen and the confirmation parameters.

In list editing, the selection screen for the operation list and field selection for the list can be set.

The current date, entry date, basic start date or end date can be used as the proposed reference time for

the technical completion.



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List the options for billing service orders

Make the settings for bill ing


Billing



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Resource-Related Billing

Serviceorder

Billing

request

Create

billingdocument

Dynamic

items

Create bil ling request

• Generate dynamic items

• Create bill ing request

Billing

document

1

Company

Invoice

x y

2

During billing, the system generates dynamic items from the information about the expenses involved

(for example, costs for material and personnel). Before a billing request is created, you see a modifiable

overview screen that enables you to determine what the billing request should look like, and which

amounts should be calculated, postponed, or canceled. You generate the billing request from this

overview screen.

You can work on this screen, for example, to simulate prices or save the dynamic items.

There are two summarization levels:

First level: The system summaizes the data records for the overview screen of the dynamic items.

Second level: The system generates a billing request using the data from the dynamic items. If

necessary, the system summairzes the data again. Summarization depends on the settings in the

dynamic item processor profile.

The billing request is a special form of sales order and forms the basis of the billing document. Eachitem in the billing request has a material number that is determined by a material determination

procedure defined using the dynamic item processor profile.

You can create a billing request using single or collective processing. The functions "Create billing

document", "Process billing due list", and "Batch billing" are available to you for creating billing

documents.



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Service Product in Service Order

Serviceorder

Service product

• Description of service

• Configuration possible

• Billing with fixed price possible

You can assign a service product (service materials) in the service order header to describe the services

to be provided for the customer and to bill the services with a fixed price.

You can also enter a configurable material and assign values to the characteristics. For billing with a

fixed price, the configuration is copied into the billing request and can control the determination of

variant conditions.

If the order has the "flat-rate" billing form, the customer is billed for the sales price of this service

product.

Variant conditions can also be determined for configurable materials based on the characteristic values

entered.

If the order has the “Costs" billing form, the service product appears as a statistical item in the billing

request and billing document.

If a general task list is assigned to the service product in table T399A, the operations and componentsof the general task list are transferred to the service order when the service product is entered. You can

also work with configurable general task lists.



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Dynamic Item Processor

Source data Dynamicitems

Billing

request/

quotation

Flexible tool for creation of dynamic items

Use:


Flat-rate billing document with list of actual expenses

Resource-related creation of quotations

Flat-rate quotation with list of planned expenses

Control using Dynamic Item Processor profile (DIP prof ile)

The dynamic item processor (DI processor) is a tool used by the system to summarize data on dynamic

items during resource-related quotation creation and billing (for example, line items that arise through

the posting of goods movements, completion confirmations or surcharges). The Dynamic Item Processor

profile (DIP profile) controls how the system summarizes data on dynamic items. You can use the DIP

profile for creating quotations and billing (both resource-related and flat-rate).

The assignment to the DIP profile is performed in the service order header or sales document item. You

can enter the default profiles in the Customizing for service order types or sales document item

categories.

The following customer exits are available:

AD010001 (Change object list and its hierarchy)

AD010002 (Limit selection and/or filter data determined)

AD010003 (Create user-defined DI characteristics) AD010005 (Create user-defined sources)

AD010007 Change DI Processing Information

V46H0001 (Complete item fields and generate additional item partners)

SAP R/3 Enterprise includes the following new transactions:

Collective processing: DP96 (for sales orders), DP97 (for service orders)

Document flow evaluations: DP99A, DP99B, DP99C (for the order), DP98 (for the billing request)

For more information on the dynamic item processor, see SAP Note 301117.



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DIP Profile

Material determination

Selection criteriaSelection criteria

Usage

Sources

Selection criteria

Characteristics

ProfileProfile

Quotations or bill ing

Sales document types, warranty check, error in

material determination

Which fields are relevant?

Summarization based on

characteristics

Presentation on overview screen

How are dynamic i tems determined?

For which characteristi c values are

items cr eated?

How are material numbers determined?

Copy quantity/costs

For which characteristi c values are

which material numbers found?

You can use the DIP profile for the purpose of creating quotations and billing. The types of sales

document (for quotation, billing request and credit memo request) to be generated are defined per usage.

You can also define whether the system should perform a warranty check during billing. The indicator

DI with Material defines how dynamic items without material are processed: If the indicator is not set

(presetting), an error message appears during the processing of a dynamic item that cannot be assigned

to a material. If the indicator is set, then only those dynamic items that can be assigned to a material are

processed. All other specifications are made per usage.

Characteristics relevant to the determination of dynamic items are defined for each usage. The

following indicators are available for each characteristic: Characteristic-relevant: If you set the

indicator, the characteristic is read by the source specified in the profile and used for creating the

dynamic items. All source documents for which the values of the relevant characteristics are identical are

consolidated into one dynamic item. Material determination: If you set the indicator, the characteristicis relevant for the material determination, that is, it is available for determining the criteria for the

material determination. No consolidation: Controls the second step of the consolidation for dynamic

items, that is, of dynamic items to items of the billing request. If you do not set the indicator, the system

consolidates all the dynamic items for which the same material was found into one item in the billing

request, even if, for example, the activity type assigned is different for both materials. If you set the

indicator (for example, for the "activity type" characteristic), the system does not consolidate the

dynamic items for which the same material was determined into one item for the billing, if the activity

types are different. Structuring: Specifies whether the field is relevant for the structuring, that is,

whether it is used in the overview screen of the quotation creation or billing for the structuring for the



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dynamic items. If you set the indicator, you can use a set to specify additional structuring information in

the DIP profile. The structuring settings can be changed in the overview screen of the quotation creation

or billing. You can specify the desired sequence of the structuring for the characteristics that should be

used for the structuring. Specify the data sets for the sorting. You can define your own characteristics

and enter values for these using the enhancement AD010003.



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Account ing indicators

Differentiation of costs and revenues forservice orders

Also possible within an order

Assignment in order header or completionconfirmation document

Individual control of:

Billing

Price determination

Order settlement (CO-PA)

The accounting indicator is a criterion, with which you can differentiate between costs and revenues in

service processing. Costs due and revenues earned can therefore be identified, for example, according to

warranty or goodwill.

You can enter accounting indicators in the order header or when confirming time and material.

If you want to bill a customer partially for a dynamic item or not at all, you can determine a discount

based on the accounting indicator. However, you must have previously defined a condition type in the

pricing procedure for price determination, in whose access sequence the accounting indicator is located.

The dynamic item appears together with the accounting indicator on the billing request.

An assignment to accounting indicators is only possible for order processing if the order is settled to a

profitability segment. For this, the Profitability Analysis (CO-PA) component must be active. The

accounting indicator influences the determination of value fields for the profitability segment in

profitability analysis. You can change the accounting indicator on the overview screen for dynamic items. The change only

applies to the overview screen and billing request. It has no effect on the individual document in

Controlling. You can also rebook accounting indicators. You post another accounting indicator for an

individual CO document, which the system has created, for example, for a completion confirmation.



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Warranty Processing

Warranty check:

Notification processing

Order processing

Creation of billing request

No billing:

Overall order:

Accounting indicator / user status

Expenditure item: Accounting indicator

Dynamic items:

"Cancel" selection

If the reference object has an active warranty, the system informs the user (assuming the corresponding

settings have been made) using the following functions:

Processing of the notification or service order

Creation of the billing request.

If you are unable to bill the overall order, you can do this by entering an accounting indicator in the

order header. Alternatively, you can set a user status which forbids the business operation "Create billing

document".

If only individual expenditure items are to be billed, you can configure this by entering an accounting

indicator in the time or material confirmation. For other expenditure items, you can set the accounting

indicator subsequently using the function "Repost accounting indicator".

An accounting indicator may result in no dynamic items being created, a particular material number

being determined for the billing request, or a discount being calculated. You can also cancel the creation of a billing request for those expenditure items which should not be

invoiced.



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Sales Documents - Settings

Billing request

Sales document type

Item categories with assignment

Price determination

Billing document

Billing type

Message determination

The sales document type for the billing request is entered in the DIP profile. The billing type for the

billing document is defined in the Customizing for the sales document type.

Item categories are determined using the sales document type, item category group from the material

master and usage. The usage SEIN stands for dynamic items relevant for billing, usage SENI for dynamic

items not relevant for billing. For the " flat-rate" billing form in the service order, the item with the

service product has the usage SEIN , the expense items have the usage SENI . For the "Costs" billing

form, the item with the service product (where available) has the usage SENI , the expense items have the

usage SEIN .

A pricing procedure for the price determination is determined from the sales area, document pricing

procedure of the sales document type, and customer pricing procedure from the customer master. These

contain the permitted condition types.

The features of the billing document are controlled using the billing type. The settings for printing billing documents are made in the message determination.



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List the options for settling and completing

service orders

Make the settings for settlement and completion


Settlement and Completion



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Order Settlement

Serviceorder

Costs

Revenues

Settlement

receiver

Settlement = Further allocation of costsand revenues for an order to the

settlement receiver(s).

These are located in the settlement rule.

This can be automatically determined

based on the order header data entered.

Manual changes to the settlement rule

are possible.

Prerequisites for the settlement of a service order:

The order must be released.

A settlement rule must exist.

The order must contain costs or revenues that have not yet been settled.

Settlement can be performed as many times as required.

The order type determines which settlement receiver types are possible and which type will be

proposed as a default.

Possible settlement receiver types are: G/L account, cost center, order, WBS element, asset, material,

network, profitability segment, sales order, and business process.

A profitability segment is a combination of account assignment features, such as company code, sales

organization, division, customer, and article. It is used in Profitability Analysis (CO-PA).



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Order Settlement - Settings

Order type Settlement profile

• Settlement - yes / no

• Al lowed recipients

• Account assignment proposal

• Control of distribution rules

Assignmentto

Al location structure

"What is settled and how?"

PA transfer structure

Assignment o f CO-PA - val ue f ields

Source structure

Settlement to d ifferent receivers

Source structure

Settlement to different receivers

Settlement rule

• Time of creation

• Distribution rule

Sub-order

Each order type is assigned to a settlement profile. The settlement profile contains the relevant

information for controlling order settlement. Here you define whether a settlement should be made at all,

which are the allowed settlement receiver categories, and which of those should be proposed when the

settlement rule is created. You also define here whether distribution rules are created with absolute

amounts, percentage rates or equivalence numbers.

An allocation structure is assigned in the settlement profile. The allocation structure controls which

source cost elements are settled according to cost elements and which with a settlement cost element.

The PA transfer structure is a rule for assigning costs and revenues to the quantity and value fields in

profitability analysis (CO-PA). The source structure is used to settle the costs arising on an order by

cost element (group) to different receivers.

The time for maintaining the settlement rule is defined for each order type:

Automatic determination when the order is released (if possible) Mandatory for order release

Mandatory for technical completion

Sub-orders can receive the same settlement rule as the superior or main order. They can also be settled

to the superior or main order.



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Business Completion

Prerequisites: Order is released or technically

completed

Order is completely settled

Consequences:

Order can no longer be changed

Order can no longer be posted to

Status "Completed"

If technical completion has not yet been performed for the order, this is performed by the system using

the function Business complete.

Business completion is possible as single or collective processing.

You can cancel business completion if the order needs to be posted to again after business completion.

You must fully settle the order again before you can perform business completion for it.



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Service orders are used to plan, control , execute,document and settle service tasks.

An order consists of order header, operations,

components and utilities.

Times, activit ies, material withdrawals, goods

receipts and invoices are confirmed on an order.

The order can be charged to the customer as

resource-related or with a fixed price.

An order can bear costs and revenues that aresettled to the settlement receiver.

Field Service Planning: Unit Summary



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Exercises: Field Service Planning



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Unit: Field Service Planning

Topic: Order Processing


• Create a service notification with a service order

• Put orders in process and print them

• Confirm work times and material withdrawals

• Perform resource-related billing for a service order

A customer calls and reports a problem. A technician needs to be

dispatched to the customer to solve the problem. The technician needsmaterials to perform the work. The customer is billed for the work.

1-1 Creating a service notification with a service order

Create a service notification (notification type: Problem notification).

Which notification number is assigned by the system?

Your customer informs you that their network server has broken. Enter a suitable problem description in the notification short text.

For the Sold-to party, enter your customer with the number T-CSD##.

Enter the Equipment T-CSE1## as the reference object.

Select the notification priority high.

Choose a suitable damage to describe the customer problem.

From the notification, create a service order for deployment of the technician.

Confirm the entry for the service order:

Order type: SM02

Planning plant : 1200

Business area: 8000



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Main work center: PC-SERVS / Plant 1200

In the first operation of the service order, enter a planned work time of 4 hours.

Set the order to in process.

Print the shop papers without dialog box.

What order number is assigned?

1-2 Confirming the service order

Enter the confirmation for technician deployment

Use the function Overall completion confirmation.

Choose Extras→ Settings, select the profile CS0001, and save the settings.

Enter the order number and use Enter to confirm.

For the first operation, enter an actual time of 3 hours.

Enter a time traveled of one hour for the technician. To do this, enter operation number

10 in the second line, and Enter to confirm. Enter an actual time of one hour, andchange the default activity type to 1413 (drive hours).

Enter a goods issue for the material withdrawal R-1120, quantity 1 from plant 1200,

storage location 0001.

Enter a damage code for the service notification item.

Technically complete the order and save the confirmation data.

1-3 Resource-Related Billing

Create a billing request for your service order. What number does the billing requesthave?

Delete the billing block.

Create a billing document directly from the billing request.

Save the billing document. What number does the billing document have?



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Topic: Order Types


• Create a new order type

To cover your own requirements, you must define an individual ordertype.

1-1 Creating an order type

1-1-1 Creating an order type

Create a new order type. Copy the entries for order type SM02 and make any changes

required.

Use Z## as the ID for the order type.

You want to enter the serial number, material number and device data as reference

objects for the new order type.

1-1-2 Settings for service

Mark this order type as a service order type.

The manual credit limit check should be possible (credit group 01).

The proposed DIP profile is 00000001.

1-1-3 Number range

Assign the order type to number range group Services to third parties.

1-1-4 Assigning an order type - plant

Make the order type permissible in plant 1200.

1-1-5 Default values



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Copy the default values for task list data and profile assignments from the entry for

plant 1200 / order type SM02 and make the following changes:

H should be proposed as the unit of measure for external operations.

Each task list should only be included once in an order. To include operations from the

same task list more than once, you should sort the operations.

1-1-6 Settlement rule

The settlement rule should only be created when the order is technically completed.

For sub-orders, the superior order should be the settlement receiver.

1-1-7 Reference time

The proposed reference time for the technical completion should be the basic end date.

1-1-8 Notification and order integration

Enter the notification type S2 for your order type, so that a notification with thisnotification type can be created during the overall completion confirmation. In

addition, long texts should be copied from the notification to the order.

1-1-9 Maintenance activity types

The maintenance activity types Service and Warranty case should be allowed for your

order type. The maintenance activity Service should be proposed.

1-1-10 Costing data

Assign the costing variant SM01 to your order type to determine planned and actual

costs.

1-1-11 Other parameters

The increments for operation numbering should be 10. Your order type should alsohave the following attributes:

• Header status changes should be recorded for each document.

• Collective purchase requisitions are generated from an order.

• Reservations and purchase requisitions are effective or generated when the order is

saved.

• Change documents are written.

• The purchase order price cannot be changed in purchase requisitions.

1-1-12 Goods movements



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All goods movements for your order type should be documented (except goods receipt

for refurbishment).

1-1-13 Availability check

The same checking control should apply to the availability check as for plant 1200 /

order type SM02 (for order created and released).

1-1-14 Priorities

Your order type should be assigned to priority type SM.


Assign your partner determination procedure ## to your order type.

The partner function for the customer should be AG, for the responsible employee in

the order header and paging partner X*/Z*. Capacity requirement records should begenerated for the partner function RP.

1-1-16 Scheduling

Copy the scheduling parameters for plant 1200 / order type SM02 to your order type.

1-1-17 Completion confirmations

Copy the control parameters for completion confirmations for plant 1200 / order type

SM02 to your order type. Do not make any changes.

1-1-18 Control key

Create a new control key Z## by copying control key SM01. When scheduling, do not

consider operations with the new control key. These operations should not create

capacity requirements.

The control key SM01 should be the default control key for your order type.

1-1-19 Create Order

Test your order type by creating an order of this order type.

Enter serial number 1 and material T-FSN##.

Enter your work center TECH## as the main work center.

Enter tomorrow at 8 a.m. as the basic start and tomorrow at 5 p.m. as the basic end.

Enter your work center TECH## as the performing work center for the first operation.



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Enter a planned working time of 8 hours for the first operation.

Save the order.

Your order number:


Topic: Scheduling and Capacity Planning


• Make the settings for scheduling

• Use the scheduling functions• Display capacity evaluations

The dates for orders are planned. The number of employees available isconsidered.

1-1 Setting Scheduling ParametersMaintain the scheduling parameters for your order type.

The basic dates should not be adapted; the dependent requirements should be placed on

the basic start date.

The scheduling log should be displayed automatically.

1-2 Capacity Planning and Availability Check

Maintain the settings for the availability check for your order type.

A capacity/availability check should take place when you release the order.

If capacity is not available, the order release should be prevented.

1-3 Schedule Order

Create an additional internal processing operation with a planned work time of 4 hoursfor the work center TECH## for your order from the previous exercise.



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Schedule the order and display the operation dates determined.

Release the order and save it.

1-4 Create Order

Create a new order with your order type, sold-to-party T-CSD## and main work centerTECH##.

Enter tomorrow at 8 a.m. as the basic start and two days from now at 5 p.m. as the basic end.

Enter a planned working time of 8 hours for the first operation.

Try to release the order.

Call up the capacity scheduling. Confirm and copy the proposed date.

Save the order.

Your order number:

1-5 Graphical Leveling

In capacity planning, call up the graphical leveling for your work center TECH## in

plant 1200. Schedule the operations of your orders and save the planning result.


Topic: External Services


• Order external services from the order

External companies should execute certain work.

1-1 Planning External Services

Change your first service order.

Add an external operation with control key SM02 and text Cleaning.





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Check the availability of the first material.

Go back to the operation overview and call up the availability check for all stockmaterials.

Are all stock materials available?

Save the order.

Change the order again.

Display the material availability list.

Define the following data:

Reservation number of the first component:

Purchase requisition number of the third component:

1-2 Advance Shipment with Customer Consignment

1-2-1 Creating an advance shipment sales order

Change your first order. Call up the component overview.

Create an advance shipment sales order, sales document type KB. Call up the structurelist and copy the material number R-1140 to the sales order.

Return to the service order and save.

Which number is assigned to the advance shipment sales order?

1-2-2 Delivering spare parts

Deliver the screen to the customer.

Create a delivery for the sales order. Shipping point: 1200 Use the subsequent functions to create a transport order for the delivery. Enter

warehouse number 012 and have the goods issue booked automatically. To do this,

enter 2 in the field Copy pick quantity. Save the transport order.



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Topic: Printing and Paging

At the end of these exercises, you will be able to:• Make the print settings

• Make the paging settings

Order papers should be printed. Employees are informed of the orders to

be executed by a short message.

1-1 Configuring Print Control

1-1-1 Print proposal for order type

Only the following shop papers should be available for your order type:

Operation control ticket version 1 – with operation selection

Material withdrawal slip version 1 – without operation selection

1-1-2 User-specific print defaults

Create a user-specific print control.

For the shop paper Material withdrawal slip version 1, the output device LOCL should

be used and 2 printouts generated.

1-1-3 Print order.

Change your first order.

Print the order papers.

Display the print output on the screen.

1-2 Paging

1-2-1 Creating a standard text

Create a SAPscript standard text with text name PAG## and text ID IMSM.

Enter a text and list the field CAUFVD-KTEXT (order short text) as a variable.



(C) SAP AG LO835 4-76

1-2-2 Assigning a text proposal

Assign this text as a default paging text for your order type.

1-2-3 Sending a paging message

Change your first order.

Enter the system user PLM301-99 as responsible employee. Send a paging message to

this employee.


Topic: Completion Confirmation


• Make the settings for completion confirmations

• Enter Completion Confirmations

After the work has been executed, the resources required are entered.

1-1 Maintaining Control Parameters

Maintain the completion confirmation control parameters for your order type in plant

1200.

The Final confirmation indicator should not be proposed.

The outstanding reservations should not be cleared.

A log should be displayed for goods movements.

1-2 Settings for Overall Completion Confirmation

Create a new profile Z## for the overall completion confirmation.

Choose Customer service for the header data.

Times and material movements should be entered; the services should appear as a

pushbutton.



(C) SAP AG LO835 4-77

1-3 Enter Completion Confirmations

Call up the Overall completion confirmation function and assign your profile Z##.

Enter working times and material withdrawals (storage location 0001) for your first

service order.

Technically complete the order.

Enter a withdrawal for material R-1140 from the customer consignment stock for your

customer T-CSD## with reference to the first service order.


Topic: Billing


• Make the settings for billing

• Bill service orders

The repairs are charged to the customer. You want to use the accounting

indicator to determine a new material for the resource-related billing.

1-1 Settings for Billing

1-1-1 Creating a DIP profile

Create a new DIP profile Z##. Copy the DIP profile 00000001 with all dependententries.

Perform a warranty check for the billing use.

The Accounting indicator characteristic should be relevant for material determination

when using billing.

Structure by the cost type characteristic. Use the cost type group OAS (overall costs)for the structuring.

For the source Actual Costs Line Items, a selection should be made with the cost type

group DPP1 (all cost types except overhead rates).

1-1-2 Assigning a DIP profile



(C) SAP AG LO835 4-78

Assign this DIP profile to your order type as a default.

1-1-3 Creating an accounting indicator

Create an accounting indicator. Use your group number as ID, Telephone consulting asthe description.

1-1-4 Creating a Service Product

Create a service material that should be determined for this accounting indicator.

Material: TEL##

Industry sector: Mechanical engineering

Material type: Service

Create the views Basic Data 1, Sales: Sales Org. Data 1 and 2.

Plant: 1200

Sales organization: 1000

Distribution channel: 14

Material short text: Telephone consulting

Base unit of measure: H

Division: 08

Outbound delivery plant: 1200

Tax classification: 1

Statistics group: 1

1-1-5 Creating a Sales Price

Create a material price (condition type PR00) for this material.



1-1-6 Supplementing a DIP profile

In your DIP profile, maintain the material determination for use billing. Your newmaterial should always be determined once your new accounting indicator has been

entered in the completion confirmation. Only the quantities should be copied and

converted to the sales unit of the material.

For material number SM-REPHOUR, enter the set NOACCT (no accountingindicator) under criteria for the Accounting indicator characteristic.

1-1-7 Check profile settings.



(C) SAP AG LO835 4-79

Check the settings of your DIP profile.

Simulate the material determination with your accounting indicator, the cost type

615000, the cost center 4100, and the activity type 1410.


1-2-1 Changing a DIP profile

Change your first service order. Reverse the technical completion and enter your DIP profile.

1-2-2 Entering a completion confirmation

Enter a telephone consultation time confirmation for the first operation in your serviceorder. As part of this procedure, enter an accounting indicator. Technically complete

the order once again.

1-2-3 Creating a billing request and billing document

Call up the transaction Billing Request – Process Individually.

Display the Expenditure view.

Change to the Sales Price View and display the analysis of the price determination foran item.

Create a billing request.

Delete the billing block.

Create a billing document for the billing request.


Topic: Settlement and Completion


• Settle orders

• Complete orders

The costs and revenues entered are passed on to the settlement receivers.



(C) SAP AG LO835 4-80

1-1 Cost and revenue analysis

Display the order from the first exercise in this unit. Choose Costs and display theoverview according to value categories.

Display the Report planned/actual.

How high is the result of the order?

1-2 Determining the settlement rule

Display the settlement rule for the order.

Account assignment category:

Settlement receiver:

Display the detail screen for a distribution rule and display the account assignmentthere.

1-3 Settling an order

Choose the Order settlement – Individual function.

Enter Controlling area 1000.

Enter your order number. Enter the current month as the Settlement period . Delete the

Test run indicator and choose Execute.

1-4 Completing an Order

Change the order again. Choose Costs and display the Planned/actual report .

What has changed?

Perform a business completion for the order.



(C) SAP AG LO835 4-81

Solutions: Field Service Planning



(C) SAP AG LO835 4-82



(C) SAP AG LO835 4-83


Topic: Order Processing

1-1 Creating a service notification with a service order


(Special) Problem Notification (IW54)

Notification number: See Notification


Notification short text Server breakdown


Equipment T-CSE1##

Priority High

Select damage.

ServOrder

Choose Enter to confirm the information in the dialog window.


Work durtn. 4 hours

Put in process

In the dialog box, choose Continue.

Order number: See system message

1-2 Confirming the service order

Logistics Customer Service Service Processing Confirmation Entry

Overall Completion Confirmation (IW24)

Extras Settings



(C) SAP AG LO835 4-84


Profile CS0001

Save


Order Your order number

Enter


Act. work 3 hours

Operation (second line) 10

Enter

Actual work (second line) 1 hour

Service type (second line) 1413

Material R-1120

Quantity 1

Plant 1200

Storage location 0001

Select the notification item and choose Causes. Choose a cause code and Select to

confirm.


Save


Logistics Customer Service Service Processing Completion Billing

Request Process Individually (DP90)




(C) SAP AG LO835 4-85

Service order Your order number

Save billing request

The billing request is displayed.


Billing block DeleteChoose the path

Sales document Billing

Save

Number of billing document: See system message


Topic: Order Types

1-1 Creating an order type

1-1-1 Creating an order type

IMG path:


Maintenance and Service Orders Functions and Settings for Order Types

Configure Order Types

Select the order type SM02 and choose Copy as.


Order type Z##

Screen RefObject O130 (serial number +

material number + device ID)

Enter

Save

1-1-2 Settings for service

... Functions and Settings for Order Types Credit Limit Checks, Sales Document

Types for Service Orders


Service Set the indicator for your order



(C) SAP AG LO835 4-86

type

Credit limit ch. 1

Credit group 01

DIP Profile 00000001

Save

1-1-3 Number range

... Functions and Settings for Order Types Configure Number Ranges

Maintain groups

Select your order type, which appears under Not assigned , with a double-click or usingSelect element .

Select the Third-Party Services group and choose Element/Group.

Save

Continue

1-1-4 Assigning an order type - plant

... Functions and Settings for Order Types Assign Order Types to Planning Plants

New entries


Plnt 1200Type Your order type

Save

1-1-5 Default values

... Functions and Settings for Order Types Default Values for Task List Data and

Profile Assignments

Select the entry with planning plant 1200 and order type SM02 and choose Copy as.


Order type Your order type

MeasUnit ExternOper. H

Incl. once comp. Select

Oper. sorting Select

Enter



(C) SAP AG LO835 4-87

Save

1-1-6 Settlement rule

... Functions and Settings for Order Types Settlement Rule: Define Time and

Creation of Distribution Rule


Settlement rule time (for your

order type)

Mandatory for completion

Distrib. rule sub-order Superior order is settlement

receiver

Save

1-1-7 Reference time

... Functions and Settings for Order Types Define Proposed Reference Time forTechnical Completion


Ref. time (for your order type) 3

Save

1-1-8 Notification and order integration

... Functions and Settings for Order Types Define Notification- and Order

IntegrationField name or data type Values

NotType (for your order type) S2

Long text Select

Save

1-1-9 Maintenance activity types

... Functions and Settings for Order Types Maintenance Activity Type Assign

Valid Maintenance Activity Types to Maintenance Order Types New entries


Type Your order type

MAT 005

010

Save



(C) SAP AG LO835 4-88

... Functions and Settings for Order Types Maintenance Activity Type Default

Values for Maintenance Activity Type for Each Order Type


MAT (for your order type) 005

Save

1-1-10 Costing data

... Functions and Settings for Order Types Costing Data for Maintenance and

Service Orders Assign Costing Parameters and Results Analysis Keys

Select the entry with plant 1200 and your order type, then choose Details.


Cstg variant planned SM01

Cstg variant actual SM01

Save

1-1-11 Other parameters

... Functions and Settings for Order Types Define Change Docs, Collective Purc.

Req. Indicator, MRP-Relevance


Increment (for your order type) 0010

OrdStChgDc Select

CollReqstn Select

Res/PReq Immediate

Change document Select

Net order price Select

Save

1-1-12 Goods movements ... Functions and Settings for Order Types Goods Movements for Order Define

Documentation for Goods Movements for Order


PurchOrder (for your order

type)

Select

PlGoodsIss Select



(C) SAP AG LO835 4-89

UnplGdsIss Select

Save

1-1-13 Availability check

... Functions and Settings for Order Types Availability Check for Materials, PRTs and Capacities Define Checking Control

Select the entries for plant 1200 and order type SM02 and choose Copy as.


Order type (x 2) Your order type

Enter

Save

1-1-14 Priorities Plant Maintenance and Customer Service Maintenance and Service Processing

Maintenance and Service Orders General Data Define Priorities

Define Priority Type for Orders


PrTyp (for your order type) SM

Save



Maintenance and Service Orders Partner Define Partner Determination

Procedure and Partner Function

Assign Partner Determination Procedure to Order


Part. det. proc. (for your order

type)

##

Customer SP

Funct. of order X* / Z*

Spl. crtn func. RP

Funct. paging X* / Z*

Save

1-1-16 Scheduling





(C) SAP AG LO835 4-91

1-1-19 Create Order

SAP menu path:

Logistics Customer Service Service Processing Order Service Order

Create (General) (IW31)



Enter


Serial no. 1

Material T-FSN##

Enter


Mn.wk.ctr TECH##

Order start Tomorrow at 8 a.m.

Fin. Date Tomorrow at 5 p.m.

WkCtr/Plnt (first operation) TECH##

Work durtn. 8

Save



Topic: Scheduling and Capacity Planning

1-1 Setting Scheduling Parameters

IMG path:


Maintenance and Service Orders Scheduling Set Scheduling Parameters Select your order type and choose Details.


Adjust dates Do not adjust basic dates,

secondary requirements to

order start

Automatic log Select



(C) SAP AG LO835 4-92

Save

1-2 Capacity Planning and Availability Check

... Functions and Settings for Order Types Availability Check for Materials, PRTs

and Capacities Define Checking ControlSelect the entry with your order type and business function 2, then choose Details.


The No avail. check field in the

subscreen Capacity availability

Delete indicator

Rel. capacities 3

Save

1-3 Schedule Order

SAP menu path:


Change (IW32)



Operations


Operation short text (second

line)

Enter a text

Work 4

Schedule

The dates determined are displayed in the operation overview.

Release

Save

1-4 Create Order

SAP menu path:






(C) SAP AG LO835 4-93


Enter



Mn.wk.ctr TECH##Order start Tomorrow at 8 a.m.

Fin. Date Tomorrow at 5 p.m.

Work durtn. 8

Release

Cap.Scheduling

Set the indicator Cap.Confirmed.

Copy

Save


1-5 Graphical Leveling

SAP menu path:

Logistics Customer Service Service Processing Order Capacity Planning

Leveling Work Center (Graphic) (CM33)

Field name or data type ValuesWork center TECH##

Plant 1200

Execute

Select the operations from your orders and then choose Dispatch.

Save


Topic: External Services

1-1 Planning External Services


Change (IW32)



(C) SAP AG LO835 4-94


Order Your first order number

Operations

Field name or data type ValuesControl key SM02

Operation short text Purification

Select the operation and choose External.


Operation quantity 1 PU (Activity unit)

Price 500 EUR

Vendor 1000

Back


Control key SM03

Operation short text Services

Select the operation and choose General.


Service number 100133

100137

Quantity 1 for each

Gross price 1000 EUR each

Save

Operations

Select the two externally processed operations and choose Actual data to display thenumber of the purchase requisition.


Topic: Material Planning



(C) SAP AG LO835 4-95

1-1 Planning Material

SAP menu path:


Change (IW32)



Operations

Select the first operation and choose General.

Selection: Structure list

Select the material numbers R-1120 and R-1160 and then Choose.


Component R-1133

Requirement quantity 1

Item category N

Select the first component and choose Check material availability.

Continue

Back

Material availability, overall

Save

Header data

Order Functions Availability Availability list

Back

Components

Select the first component and choose Gen. data to display the reservation number.

Select the third component and choose Purchasing to display the number of the

purchase requisition.

1-2 Advance Shipment with Customer Consignment

1-2-1 Creating an advance shipment sales order

SAP menu path:







(C) SAP AG LO835 4-98

1-1-3 Print order.

SAP menu path:


Change (IW32)



Enter

Order Print Order

Print/fax

System Own spool requests

Select the spool request and choose Display content .

1-2 Paging

1-2-1 Creating a standard text

Menu path:

Tools Form printout SAPscript Standard Text (SO10)


Text name PAG##

Text name IMSM

Create

Enter a text.

Insert variable:

Edit Command Insert command


Symbols &CAUFVD-KTEXT&

Enter

Save

1-2-2 Assigning a text proposal

IMG path:

... Functions and Settings for Order Types Assign Standard Texts for Short

Messages to Order Types



(C) SAP AG LO835 4-99


Object (for your order type) TEXT

Text name PAG##

Text name IMSM

Save

1-2-3 Sending a paging message

SAP menu path:


Change (IW32)



Header data


Person responsible PLM301-99

Paging/communication

Continue

Save


Topic: Completion Confirmation

1-1 Maintaining Control Parameters

IMG path:


Completion Confirmations Define Control Parameters for Completion

Confirmations Select the entry with plant 1200 and your order type, then choose Details.


Final confirmation Do not select

Post open reservs. Do not select

Logs/Error Handling – Goods

Movement

Select



(C) SAP AG LO835 4-100

Save

1-2 Settings for Overall Completion Confirmation


Completion Confirmations Set Screen Templates for Completion Confirmation New entries


Profile Z##

Header data Customer Service

Screen area 1 Times for order operation

Screen area 2 Goods movements

Active pushbuttons: Services Select

Save

1-3 Enter Completion Confirmations

SAP menu path:



Extras Settings

Field name or data type ValuesProfile Z##

Save



Enter


Act. work Enter times

For the first operation, choose Data for operation so that the planned components are proposed. Enter the storage location 0001.


Save



(C) SAP AG LO835 4-101

SAP menu path:

Logistics Customer Service Service Processing Confirmation Goods

Movement Goods Movement (MB11)


Movement type 261

Special stock W

Plant 1200

Enter


Order Your service order number

Customer Your customer T-CSD##

Material R-1140

Quantity 1

Post


Topic: Billing

1-1 Settings for Billing

1-1-1 Creating a DIP profile

IMG path:


Basic Settings Quotation Creation and Billing for Service Orders Profiles

for Quotation Creation, Billing, Results Analysis

Select the profile 00000001 and choose Copy as.


Profile Z##

Enter

Continue

Select your profile and choose Usage.


Warranty check (for the use Set indicator



(C) SAP AG LO835 4-102

“Billing and Results

Determination”)

Select Billing and Results analysis, then choose Characteristics.

Set the Material determination indicator for the Accounting indicator characteristic.

Set the Structuring indicator for the Cost Type characteristic.


Set name (for the “cost type”

characteristic)

OAS (overall costs)

Choose Sources.

Select Actual Costs – Line Items and choose Selection Criteria.


Cost type – Set name DPP1

Save

1-1-2 Assigning a DIP profile



Credit Limit Checks, Sales Document Types for Service Orders


DIP profile (for your ordertype)

Z##

Save

1-1-3 Creating an accounting indicator


Maintenance and Service Orders General Data Define Accounting

Indicators

New entries


AInd ##

Accounting indicator desc. Telephone consulting

Save

1-1-4 Creating a Service Product



(C) SAP AG LO835 4-103

SAP menu path:

Logistics Materials Management Material Master Material Create

(Special) Service(s) (MMS1)


Material TEL##

Industry sector Mechanical engineering

Enter

Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2 and choose Continue.


Plant 1200



Enter


Material short text Telephone consulting

Base unit of measure H

Division 08

Enter


Outbound delivery plant 1200

Tax classification 1

Enter


Matl statistics grp 1

Save

1-1-5 Creating a Sales Price

SAP menu path:

Logistics Sales and Distribution Master Data Conditions Selection Using

Condition Type Create (VK11)


Condition type PR00

Enter

Select the key combination Material with release status and choose Continue.



(C) SAP AG LO835 4-104




Material TEL##

Amount Enter a rateSave

1-1-6 Supplementing a DIP profile

IMG path:


Basic Settings Quotation Creation and Billing for Service Orders Profiles

for Quotation Creation, Billing, Results Analysis

Select your profile and choose Usage.

Select Billing and results analysis, and then choose Material determination.

New entries


Material/service TEL##

Copy quantity/costs Only copy quantity

Conversion quantity Select

Enter

Select the entry and choose Criteria.


Accounting indicator – value ## (your accounting indicator)

Back

In the material determination, select the material SM-REPHOUR and choose Criteria.


Accounting indicator NOACCT

Save

1-1-7 Check profile settings.


Basic Settings Quotation Creation and Billing for Service Orders Check

Profile Settings




(C) SAP AG LO835 4-105

DIP Profile Z##

Execute


Simulation

Field name or data type Values Accounting indicator ##

Cost type 615000

Cost center 4100

Activity type 1410

Enter

1-2 Resource-Related Billing1-2-1 Changing a DIP profile

SAP menu path:


Change (IW32)



Header data

Order Functions Complete Cancel technical completion Control


Profile Z##

Save

1-2-2 Entering a completion confirmation

SAP menu path:





Operation 10

Enter





(C) SAP AG LO835 4-107

Costs

Report planned/actual

The result is in the last line of the Total Actual Costs column.

Back

1-2 Determining the settlement rule

Settlement rule


Account assignment category PSG (profitability segment)

Settlement receivers Profitability segment assigned

Details

Profitability segment - Display account assignment

1-3 Settling and Completing an Order

SAP menu path:

Logistics Customer Service Service Processing Completion Order

Settlement Settle Individually (K088)


Controlling area 1000

Enter



Settlement period Current month

Test run Delete indicator

Execute

1-4 Completing an Order

SAP menu path:


Change (IW32)



Costs



(C) SAP AG LO835 4-108

Report planned/actual

The order has been credited by the settlement, the total is 0.

Back

Order Functions Complete Complete business




© SAP AG 1999

Repair process

Settings in Customizing

Contents:

Returns and Repairs Processing




© SAP AG 1999

Create and process customer repair orders

Make the Customizing settings for returns and

repairs processing.


Returns and Repairs Processing: Unit Objectives




© SAP AG 1999


Returns and Repairs

Processing

Returns and Repairs

Processing

HelpdeskHelpdesk


Organizational

Elements and

Master Data

Organizational

Elements and

Master Data






© SAP AG 2003

Your company also performs in-house repair work. The customer sends the defective equipment to be

repaired.

The devices are repaired and sent back to the

customer.

The customer is then billed for the repair work

based on the resources required or alternatively,

for a fixed price.

Returns and Repairs Processing:Business Scenario






© SAP AG 2003

Repairs Processing

Customer

informs

faulty device

Defective items

arrive

Confirmation of

Repairs

Technical check

Service notification

Customer repairs

order

Goods receipt

Outbound delivery

Billing

Scrap

Credit memo

Exchange part

Service order

In repairs processing, you document the customer's request to repair a defect serviceable item by creating

a service notification.

The system creates a customer repairs order from the notification. You can also create the customer

repairs order directly.

Once the serviceable item has been delivered, the goods receipt is posted to a customer special stock for

the repair order.

The serviceable item undergoes a technical check as soon as the goods receipt has been posted. During

this process, the technician decides which operations are necessary in order to fulfill the requirements of

the customer. The results of the technical check are entered in the repair order.

If the technical check tells you that the item is not worth repairing, the material can be scrapped, and a

credit memo and/or exchange parts can be delivered to the customer.

OSS note number 153869 describes how to create a quotation for repair work after a technical check. If the item is worth repairing, the system generates a service order describing the technical execution of

the repairs.

Once the item has been repaired, you can deliver the item back to the customer. The cost of the repair or

a previously agreed fixed price is then billed to the customer.




© SAP AG 1999

Structure of Customer Repairs Order

Repairs order

10 Repair request

Repairs

Delivery

Service

notification

Service

order

- Services

- Materials

Exchange part

Billing items

Technical check and

business decision Returns

Dispatch of

loan equipment

An item is created in the customer repairs order for each serviceable item category or material number

(repair request item). The system typically generates a returns item as a sub-item from this.

The system performs a technical check and makes a business decision upon receipt of the goods.

Depending on the results of the check, it then generates one or more sub-items that represent the

extended business process: repair, delivery of an exchange part, scrapping, or creation of a credit memo.

The system automatically generates a service order from the sub-item for the repair that is used for the

planning, execution, and confirmation of the repair work.

When you technically complete the order, the system generates an outbound delivery item in the

customer repairs order. This is used as the basis for the delivery with which the repaired serviceable item

is returned to the customer.

If you perform resource-related billing, billing-relevant sub-items are created in the customer repairs

order which the system copies to the billing items during billing.




© SAP AG 1999

Supported Scenarios

With / without Service noti fication

Service product / service material

Description of service

Pricing

Serial numbers

Stock tracking for single units

Loan equipment processing

Shipment and pickup of loan equipment

Inspection lo t

Further process flow depending on usage

decision

You can combine different functions during repairs processing to define a concrete process suitable for

your company.

You can create a customer repairs orders directly from a service notification. The system uses the

notification number as the RMA (Return Material Authorization) number and copies it as an external

purchase order number to the customer repairs order.

A service product is used to describe the work to be performed and used for pricing purposes when a

fixed price is being calculated.

You can use serial numbers to identify the serviceable items uniquely in repairs processing. Depending

on the settings in the material master of the serviceable item, it is possible that goods movements for the

customer repairs order can only take place if you specify the serial number(s).

Loan equipment processing where the loan equipment is shipped and picked up can be triggered from

repairs processing. This is necessary if the customer requires a replacement device while their ownequipment is being repaired.

You can use inspection lots in Quality Management (QM) in the technical check. The system

automatically generates an inspection lot for the technical check for a returns goods receipt if you have

made the corresponding settings in the material master of the serviceable item. The subsequent repairs

process flow depends on the usage decision you have entered for this inspection lot.




© SAP AG 2003

Serviceable Item and Service Product

Notebook 486

Serviceable i temServiceable itemServiceable item

X

Material Description

Repairs

service

Flat-rate repairs

Upgrade


Material entered

Quantity pce

Notebook 486

1Material

substitution

Serviceable itemService product

Notebook 486Repairs

= Category of

serviceable item

to be processed

= Description o f service

Customer repairs order

Transfer of

service

product

When you create a customer repairs order, the terms serviceable item and service product both play an

important role. Depending on the settings for the sales document type, you either enter only the material

number of the serviceable item in the item (sales document type RA) or two material numbers per item:

The serviceable item and the service product (sales document type RAS).

The serviceable item is the category of the device(s) to be repaired (for example, notebook 486).

The service product represents the service material that describes the service for the customer.

Examples of service products could be "Repair PC for fixed price" or "Upgrade".

You can use the service product to determine a fixed price for the work. Alternatively, you can

determine a task list using the service product from which the system copies the operations and

components of the automatically generated service order. If you are not working with a service product,

you can determine a task list using the serviceable item.

The system uses the corresponding condition records in material determination to link the service products with the relevant serviceable items.

If you also use the functions for lending serviceable items, you can use material determination to

determine possible material numbers for the items that can be sent as loan equipment.



(C) SAP AG LO835 5-10

© SAP AG 1999

Status in Repair Order

Repair

registration

Repair order

Service noti fication

Service order

Repair start

Technical check

Business decision

Completion

confirmation Outbound delivery

Billing

Under repair Business decision

Usage decision

Business decision

to be made

Repaired

Goods receipt

Inspection lot Inspection lot

assigned

The status in the repair order specifies the progress of repairs processing.

The status controls which activities can be executed at a particular stage of repairs processing. For

example, you can only return serviceable materials to the customer if the repair request item has the

status "Repaired" (controlled by copying requirements).

Depending on the stage of repairs processing, the following statuses can be assigned to the repair

request item:

Business decision to be made, business decision made, inspection lot assigned, usage decision made,

under repair, repaired.

The repair request item retains the "business decision to be made" status until the necessary operation

has been created for a particular stage in repairs processing.

The repair request item is given the "business decision made" status as soon as the necessary operation

has been created for a particular stage in repairs processing. You can create lists for all the repair orders that have a particular status.



(C) SAP AG LO835 5-11

© SAP AG 1999

Make the Customizing settings for returns and

repairs processing


Settings in Customizing: Topic Objectives



(C) SAP AG LO835 5-12

© SAP AG 2001

Sales Document Type - Details

Identification:

F: Repair order without service product

G: Repair order with service product

Incompleteness procedure

Document pricing procedure for price

determination

Billing type assignment

There are two sales document types for repairs processing in the standard setting:

RA - repair order

Repair process, for which the service product is defined later, or not at all.

Example: The service to be performed is only determined after a technical check.

RAS - repair service with service product

The service product is the principal material in the sales document item.

Example: The customer requests a defined service.

The identfication is used to define whether the sales document type should be used with or without a

service product.

The incompleteness procedure defines which data must be entered so that the document is complete

(standard system: procedure 42).

The document pricing procedure is used together with the sales area and customer pricing procedurefrom the customer master to determine a pricing procedure for the price determination.

The billing type used as a default for billing customer repair orders (standard billing type FR) is also

assigned.



(C) SAP AG LO835 5-13

© SAP AG 2001

Item Category - Details

Relevance for bil ling

Incompleteness procedure

Assignment to repair procedure

Default billing form

Default DIP profile

Assignment of schedule line category

and requirements type

Item categories control the features of the sales document items.

The relevance for billing controls whether you can copy the item into a billing document. It also

determines what (that is, what quantity) should form the basis in the billing document.

The incompleteness procedure defines which data must be entered so that the item is complete

(standard system: procedure 25 or 26 ).

The repair procedure assigned controls the process flow and the options for repairs processing.

The billing form defines whether billing should be resource-related or flat-rate.

The DIP profile controls resource-related billing.

The schedule line categories assigned control the movement types for the goods movements (returns

delivery).

The requirements type belongs to a requirements class. This defines, amongst other things, the service

order type.



(C) SAP AG LO835 5-14

© SAP AG 2001

Repair Procedure

Pro cedur e Descr ipt ion

Time Descr ipt ion Op eratn Description RepInd Man. Default

101

101

102

102

102102

102

103

103

103

103

Repair registn .

Repair registn .

Repair start

Repair start

Repair startRepair start

Repair start

Comp. Conf.

Comp. Conf.

Comp. Conf.

Comp. Conf.

101

104

102

103

106107

108

103

105

107

108

Returns

Send s.item

Repair

O/bd delivery

Exch. partScrap

Credit memo

O/bd delivery

Pickup s. item

Scrap

Credit memo

01

02

03

04

03

Repair w/o serviceable item

Repair wi th serviceable item/exchange

Scrap with exchange

0001

0002

0003

The repair procedure contains rules, according to which lower-level items are created in the repair order.

The procedure itself is divided into stages and operations.

Stages represent the individual steps within repairs processing such as repair registration, repair start and

completion confirmation.

Operations are the activities required to fulfill the repair request from the customer. Operations of this

type (= lower-level items generated) can be returns, sending a temporary replacement, repairs, scrap,

exchange parts and so on.

Stages and operations can be freely combined.

The attributes are also defined for each combination from the stage and operation:

An operation which the system proposes automatically if repairs processing starts at a certain time

("Default" indicator).

An operation that is generated automatically based on the repair indicator, which confirms the usagedecisions or service orders to the repair order.

An operation that requires manual processing.



(C) SAP AG LO835 5-15

© SAP AG 2003

R

Item category groupItem category group

SaTySaTy

Item category of

higher-level item

Item category of

higher-level item

Item categoriesItem categories

UsageUsage

Item Category Assignment

System default

Al ternatives

Material master

(sales org. 2)

Sales document

Program

Item categories are assigned to the sales document type.

The item categories for the main items are proposed from the sales document type and item category

group from the material master (serviceable material for RA, service product for RAS ).

Item category IRRA is the principal item category for the sales document type RA.

Item category IRRS is the principal item category for the sales document type RAS .

The item categories for the lower-level items are determined according to the sales document type,

material item category group, item category for the lower-level item, and usage.

The usage results from the operation for the repair procedure (plus a leading "R"). For example, 101

(returns) is the operation with item category usage R101.

The repair procedure, which controls the process, is derived from the item category for the main item.





(C) SAP AG LO835 5-17

© SAP AG 1999

Returns and Repairs Processing: Unit Summary

The customer repair order is a special form of

sales order.

It is the principal document for returns and

repairs processing.

Processing is controlled using the sales

document type, item category and repair

procedure.



(C) SAP AG LO835 5-18

Exercises: Returns and Repairs Processing



(C) SAP AG LO835 5-19



(C) SAP AG LO835 5-20

Unit: Returns and Repairs Processing

Topic: Settings in Customizing


• Make the Customizing settings for returns and repairs processing

•

Customer equipment is repaired at your company. The shipment of

temporary replacements is not supported.

1-1 Creating a Sales Document Type, Repair Procedure and Item Category

1-1-1 Creating a sales document type

Create a new sales document type ZR##. Copy the sales document type RAS

and include the new sales document type in copy control.

1-1-2 Creating a repair procedure

Create a new repair procedure ZR##. The following operations should be

possible in this procedure:

Repair registration: Returns (proposal)

Repair start: Repair (no proposal)

Outbound delivery (no proposal)

Scrap (manually for confirmation scrapped )

Credit memo (no proposal)

Repair confirmation: Outbound delivery (proposal for confirmation

repaired/to be delivered )

1-1-3 Creating an item category

Copy the item category IRPA and create a new item category ZR##.

Assign your repair procedure to the item category.

Include the new item category in copy control.



(C) SAP AG LO835 5-21

1-1-4 Assigning item categories

Your item category should be proposed for your sales document type if amaterial of item category group LEIS is entered.

It should be possible to change the item category IRRS manually.

Copy the entries with sales document type ZR##, item category group NORM,superior item category IRPA, and the following uses:

• Return for Repairs (R101)

• Repair Delivery (R103)

• Repair Scrapping (R107)

• Repair Credit Memo (R108)

Change the item category for the superior item to ZR## in each case.

Copy the entry with sales document type ZR##, item category group LEIS,superior item category IRPA, and use Repair (R102).

Change the item category for the superior item to ZR##.

1-2 Creating a Service Product

Create a material master for repairs processing.

Material number: REP## Industry sector: Mechanical engineering


Views: Basic Data 1, Sales: Sales Org. Data 1 and 2.

Organizational levels: Plant 1200, sales organization 1000, distribution channel 14

Description: Repair

Base unit of measure: H

Division: 08



Statistics group: 1

1-3 Maintaining the Service Products Table

Make an entry in the service product table.





(C) SAP AG LO835 5-23

Number of returns delivery:

1-5-3 Entering a decision

Change your customer repair order and call up the repair detail screen. What

repair status does the item have?

An inspection of the equipment provided the following results:

• Device should be repaired

• Device should be sent back to the customer without being repaired

• Device should be scrapped

• Customer receives a credit memo for the scrapped device

Enter this decision and save the customer repair order.

Which number is assigned to the service order automatically generated for the

repair?

1-5-4 Entering scrap

Enter the scrapping of a device from the stock of the sales order item (item

number 10000).

Movement type: 551 E

Plant: 1200

Storage location: 0001

1-5-5 Confirming and technically completing a service order

Enter a completion confirmation of work times for your service order using the

Overall completion confirmation function.

Technically complete the service order.

1-5-6 Creating an outbound delivery

The repaired device and the unrepaired device should be sent back to thecustomer.

Change the customer repair order and create an outbound delivery for it.

Create a transport request using the subsequent functions.

Warehouse number: 012

Adopt picking quantity: 2

Notification number:



(C) SAP AG LO835 5-24

1-5-7 Creating a billing document

Create a billing document for your sales order.

Which items appear in the billing document?

Save the billing document.

Number of billing document:

1-5-8 Settling a service order and displaying a result

Settle the order.

Controlling area: 1000

Display the cost report for the customer repair order item.

What is the result?



(C) SAP AG LO835 5-25

Solutions: Returns and Repairs Processing



(C) SAP AG LO835 5-26







(C) SAP AG LO835 5-29

ZR## / NORM / R107 / IRPA

ZR## / NORM / R108 / IRPA

Choose Copy as.


ItemCat-HgLvItm change from IRPA to ZR##

(four times)

Enter

Back

Select the following entry:

ZR## / LEIS / R102 / IRPA

Choose Copy as.


ItemCat-HgLvItm ZR##

Enter

Save

1-2 Creating a Service Product

SAP menu path:




Material REP##


Enter

Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2 and choose Continue.


Plant 1200



Enter


Material short text Repair

Base unit of measure H







(C) SAP AG LO835 5-32

1-5-2 Returns delivery

SAP menu path:

Logistics Customer Service Service Processing Order Customer Repair

Change (VA02)



Enter

Sales document Deliver


Shipping point 1200

Delivery type LR

Enter

Post goods receipt

1-5-3 Entering a decision

SAP menu path:


Change (VA02)



Enter

Repair

Status Business decision to be made


Quantity 1

Indicator Repair

Quantity 1

Indicator Outbound delivery

Quantity 1





(C) SAP AG LO835 5-34

SAP menu path:





Enter


Act. work Enter a work time


Save

1-5-6 Creating an outbound delivery

SAP menu path:


Change (VA02)



Enter

Sales document Deliver

Subsequent functions Create transfer order

Save Yes


Warehouse number 012

Adopt pick. quantity 2

Enter

Post



(C) SAP AG LO835 5-35

1-5-7 Creating a billing document

SAP menu path:


Document Create (VF01)


Document Your sales order number

Enter

Save

1-5-8 Settling a service order and displaying a result

SAP menu path:








Execute

SAP menu path: Logistics Customer Service Service Processing Order Customer Repair

Display (VA03)



Enter

Environment Cost report





© SAP AG 1999

Addit ional Functions

Creation of quotations

Service - assembly processing

User status

Workflow

Contents:




© SAP AG 1999

List the options for service quotations

Generate service orders from sales orders

List the user status options

Describe the workflow options


Addit ional Functions: Uni t Objectives






© SAP AG 1999

A quotation should be created for certain work.

Services are also sold with the products.

Particu lar processing statuses for notifications and

orders should be represented.

For notification and order processing, business

processes are represented and executed

repeatedly.

Addit ional Functions: Business Scenar io




© SAP AG 1999

List the options for creating quotations

Generate quotations f rom service orders


Creation of Quotations: Topic Objectives




© SAP AG 2003

Status

"Quotation

accepted"

Creating a Quotation from a Service Order

Availab le

Create for serviceorder Status

"Quotation

created"

• Fixed price or

• Planned effort or

• Actual effor t

Contents:

• Service product or

• Planning result

Billing

document

with reference to

service order

create

Service

order

Create service

order

12

Available

Accept

3

4Billingdocument

Available

You have created a service order. As long as you have not released this order, you can generate a

quotation from it. This contains the result of service order planning or a service product (service

material). The service order receives the status "Quotation created".

A prerequisite for the above is that you have entered a dynamic item processor profile for creating

quotations.

The service order cannot be released as long as the quotation has not been accepted.

If the quotation is accepted, the status "Quotation accepted" is set in the service order. The quotation is

given the status "completed".

A billing request is created when the quotation is accepted. This billing request can be used as the basis

for billing with the fixed price from the quotation.

The service order will be billed based on the quotation with the planned effort, the actual effort, or the

fixed price of the service product.




© SAP AG 1999

Creating a Service Order from a Quotation

• Service

QuotationService

order Create

quotation

Generate service order Status

"Quotation

created"

• Service

Salesorder

Create

sales order with

reference to

quotationStatus change Status

"Quotation

accepted"

• Fixed price

Billingdocument

Create billing

document with

reference to

sales order

Confirm and

settle service

order

C o s t f l ow

1

2

3

4

When you create a quotation with a service product, the system automatically generates a service order

with the status "QUCR" (quotation created) from the quotation item. This means that you cannot release

the service order. The service order is assigned to the quotation.

A prerequisite is that a requirements type, which is assigned to a corresponding requirements class,

has been determined in the quotation item. An entry for the material number must also be available in

the "Service Products" table.

If no service order should be generated from the quotation, this is controlled using the requirements type

and requirements class in the quotation item.

If you create a sales order with reference to the quotation, the status of the service order is automatically

changed to "QUAC " (quotation accepted). The account for the service order is assigned to the sales

order.

If the quotation is rejected, the service order automatically receives the status "LKD" (locked).







(C) SAP AG LO835 6-10

© SAP AG 2003

Sales order Installed Base

Service Assembly with Configuration

Configuration:

Install server yes

Install printer no

Lay cable yes

Service order

Operations:

Install server

Lay cable

Operations f romconfigurable

general task list

If you work with configurable materials, you can enter the exact scope of the service as a characteristic

valuation in the configuration for the sales order.

In this case, you can assign a configurable general task list to the service product.

You can use object dependencies, which you assign to the operations in the general task list, to achieve

the following:

Only those operations, for which the selection condition has been satisfied, are copied into the service

order.

The operation data is changed according to the characteristic valuation using an activity or

procedure. The operation fields whose content can be changed using the configuration are located in

the structure PLPO_CFMOD.

You can influence the component selection through object dependencies that are assigned to a BOM

item. The prerequisite is that the material number from the header for the bill of material is entered in theheader for the general task list.





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© SAP AG 1999

Status Management

Use: To control the sequence of business

operations for an object type

System status

Internal system status

Cannot be influenced directly by the user

Set number of predefined statuses

Fixed sequence of status assignment

User status

Freely definable, unlimited number

Can be set directly by the user

Link using status profile

The R/3 System has a basic number of business operations contained in a central table. These

operations are valid for, and can be used by all applications. These business operations are maintained by

SAP and cannot be changed by users. Business operations are predefined for each SAP object (order,

equipment and so on).

Another central table (also predefined by SAP) determines a system status for each operation and

defines whether this system status is set or deleted during the operation.

However, you can also define your own status profiles with the user status. For each of these statuses,

you can define how the system should respond within the business operations defined by SAP.

In the status profile, you can define:

Your own user status

The possible sequence for processing the user statuses

An initial status Which user status is activated automatically when a business operation is performed

Which operations are allowed or prohibited when a certain status is active



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© SAP AG 2003

Profile for User status

Status 1 Automatic activation

for operations

Al lowed operations

Display in

status lines

Long text

Initial status

Status number

User Status Management

Lowest status

number

Highest status

number

User statuses can be created for pieces of equipment, functional locations, service notifications and

orders, sales documents and sales document items. User statuses can influence whether a business

operation can be executed. A user status can be set or deleted when an operation is executed.

User statuses are used in addition to system statuses, not instead of them.

A user status profile is created for an object type, for example, equipment, functional location.

The status profile is the place where user statuses are maintained.

The status number identifies the status, and the high and low status numbers specify the sequence in

which the following statuses are allowed: Only one status with status number can be active. However,

several statuses without status number may be active at the same time.

A user status can have an initial feature and be set or deleted automatically by a business operation -

like the system status.

You can set the status IDs (displayed in the status lines) and also long texts in Customizing.



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© SAP AG 1999

List the workflow options in service processing


Workflow: Topic Objectives



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© SAP AG 1999

Workflow Terms

Object type = Descript ion of data used in system

Task = Specific, business description of activity Single-step task (customer task/standard task) = Activity

that can be executed independently or within a workflow

definition

Multi-step task (workflow task/workflow template) =

Activi ty , to whose descript ion a workflow defini tion is

referenced

Work item = Object that represents a task or action in

the workflow system at runtime

Role = Object used to determine possib le agents for a

work item

Event = Change of status for an object

You can use the SAP Business Workflow to represent business processes in the R/3 System and execute

them (repeatedly), controlled by the workflow system. A workflow management system can control and

execute particularly structured processes which:

Comprise a series of activities

Often recur in the same or similar forms

Involve several people or groups of people

Require a high level of cooordination

The definition and execution of a workflow can be divided into four main areas. A workflow is

executed for a user in the Business Workplace, where work items are displayed which the user can

execute. This must be defined in order to execute a workflow. To do this, a workflow definition is

created in the Workflow Builder. This contains steps that are executed at runtime. The steps either

control the workflow directly or they contain a reference to a task. The task refers to a method for anobject type in the Business Object Repository (BOR) and can either be executed automatically at

runtime (background task) or by a user (dialog task).



(C) SAP AG LO835 6-16

© SAP AG 1999

Workflow Process for Service Notif ication

Notification

is created

Triggering event:

Send work item

Inbox:

Respons ible person 1

To do:

• Define tasks

• Put notification in

process

Inbox:


Send work item

To do:

• Complete task

Send work item

Inbox:


To do:

• Complete notification

or

• Create additional

tasks

In this scenario, the workflow helps you to process, monitor and complete newly created service

notifications quickly and efficiently. This process is prepresented in a workflow template that triggers

and controls the execution of the following standard tasks:

Inform the responsible person that a new service notification has been created or put in process, and

that tasks must be defined for the notification.

Inform the responsible person that tasks have been created for the service notification and these must

be processed.

Inform the responsible person that all the tasks for the service notification have been performed and

the service notification must either be completed or additional tasks defined for the notification.

Technical implementation: Task group TG20000016, business object BUS2080 (notification),

standard tasks TS20000549 (process new notification), TS20000548 (notification is processed),

TS20000555 (complete notification), workflow template WS20000318, standard role AC00000178(standard role for service notifications).



(C) SAP AG LO835 6-17

© SAP AG 2001

Workflow Process for Notif ication Tasks

Task is

created

Triggering event:

Send work item

Inbox:

Person responsible

To do:

• Complete task

or

• Change person

responsible

or

• Set deletion flag

If you create a task in a notification, you can use the workflow to inform the person responsible that the

task must be performed.

If no responsible person has been specified, then the system informs all the people who are assigned to

the task.

Once the necessary system settings have been made, the SAP Business Workflow automatically sends a

work item to the integrated inbox of the person(s) responsible. The work item informs them that a new

task has been created in a notification. The people concerned can process the work item directly from

their inbox. During processing, the change transaction is called up automatically for the task.

For the agent determination, the system searches for the person responsible for the tasks in the service

notification. If no responsible person has been defined for this task, then the system informs all the

people who are assigned to this standard task.

The processor is determined by a role resolution. The role 178 SM_TASK_ROLE (standard role for

service notification) is defined as a standard role for this task.

Technical implementation: Task group TG20000016, object type QMSM (task), standard task

TS00008340 (complete task), workflow template WS00200097.



(C) SAP AG LO835 6-18

© SAP AG 1999

Informing the Order Creator

Order i screated

Triggering event:

Generate work item

Release

Final

confirmation

Technical

completion

Business

completion

Generate work item

Delete

work item

Generate work item

Delete

work item

Generate work item

Delete

work item

Generate work item

Delete

work item

Work items:

You use this workflow if you want the creator of the service order to be informed when the order is

opened, released, finally confirmed, technically completed or completed for business. The workflow task

makes it possible for the author to:

See in their inbox the progress of the orders they created

Branch to the corresponding orders

When the order creator processes the work item, the change transaction is called up automatically for the

order. The work item is finished when the order enters the next processing phase.

Technical implementation: Object type BUS2007 (maintenance/service order), standard tasks

TS20000004 (order created), TS20000005 (order released), TS20000006 (order finally confirmed),

TS20000007 (order technically completed), TS20000031 (order completed for business), workflow

template WS20000031.





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© SAP AG 1999

Informing the Work Centers Involved

Order is

released

Triggering event:

Send work item

Inbox:

Employee from

operation work center

To do:

• Confirm operation

Inbox:


Partial confirmation

Send work item

To do:

• Finally confirm operation

Final confirmation

Send work item

Inbox:


To do:

• Exit work item

manually

Final confirmation

Send work item

You use this workflow if you want to inform the work centers involved with an order when their

operations are released, partially confirmed or finally confirmed. Using the workflow, the people, who

are assigned to the work centers involved, see a work item in their integrated inbox. They can process

the work item directly from their inbox. When the work item is being processed, the display transaction

is called up automatically for the order or completion confirmation.

This scenario has been incorporated into the standard system for the Plant Maintenance (PM) application

component. You can also use it for the Customer Service (CS) component. To do this, you can copy this

scenario and change the check for maintenance orders to a check for service orders.

Technical implementation: Object type AFVC_PM (maintenance/service order operation), standard

tasks TS20000015 (operation released), TS20000056 (operation partially confirmed), TS20000016

(operation finally confirmed), workflow template WS20000031.



(C) SAP AG LO835 6-21

© SAP AG 1999

Purchase Order Change

Order is

changed

Triggering event:

Conditions:

• Purchase requisition is changed

• Purchase order for purchase

requisition available

Send work item

Inbox:

Employee -

Purchasing

The workflow is used to inform employees in Purchasing about all the changes to order data that lead to

purchase requisitions being changed automatically. The purchase orders for the automatically

changed purchase requisitions must also then be changed.

The following changes in the order result in changes to the purchase requisitions:

The requirements quantity of an external material or external service has been changed

The requirements date for an external material or external service has been changed

An external material item or external service operation has been deleted

An external service operation has been changed in an internally processed operation

The order has been technically completed, that is, the external material or external service is no

longer required

Purchase orders have already been created

The employee informed can check the purchase requisitions and purchase orders in question. He or shecan also change the purchase orders manually or create new purchase orders.

Technical implementation: Object types BUS2088 (service order), T024 (purchasing group), standard

task TS20000652 (purchase order change for service order), standard role 00900010 (purchasing

group).



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© SAP AG 2003

Service orders can be generated from quotationitems.

Resource-related quotations are generated from

planning data in a service order.

You can generate service orders from sales order

items using the configuration.

User statuses can represent business conditions.

The processes can be supported using workflow.

Addit ional Functions: Uni t Summary



(C) SAP AG LO835 6-23

Exercises: Additional Functions



(C) SAP AG LO835 6-24



(C) SAP AG LO835 6-25

Unit: Additional Functions

Topic: Quotation Creation


• Create a quotation from service orders

•

A quotation is sent to the customer with the planned resources required.

1-1 Creating quotations

1-1-1 Creating a service order

Create a service order with the order type SM02 for the functional location

TCST##-PROD.

Use the order to create a quotation for PC installation. Enter a suitable shorttext.

Choose Operations and enter a planned work time of 10 hours for the first

operation.

Create a second operation with the short text Drive hours, planned work time 4

hours, and service type 1413.

Call up the detail screen for the first operation and assign the following stock

components to the operation:

Material number R-1120, required quantity 10 pieces, item category L.

Save the service order. What order number is assigned?

1-1-2 Creating a quotation for the service order

Create a quotation for the service order you have just created.

Enter the order number and choose Sales price basis view.

Which net value would appear in the quotation?



(C) SAP AG LO835 6-26

Save the quotation.

What number is given to the order?

1-1-3 Accepting a quotation

The customer accepts the quotation.

Change the service order and accept the quotation.

What number does the automatically created billing request have?


Topic: Service Assembly Processing


• Create service orders from sales orders

• Make the necessary settings

• Products and services are sold to the customer.

1-1 Creating Characteristics

Create two characteristics:

Characteristic: INST##1 Description: Uninterruptible power supply

Data type: Character format

Number of chars: 1

Entry is required

Characteristic values: Y = Yes

N = No



(C) SAP AG LO835 6-27

Characteristic: INST##2

Description: Back-up system

Data type: Character format

Entry is required

Number of chars: 1

Characteristic values: Y = Yes

N = No

1-2 Creating a Class

Create a class.

Class: INST##

Class type: 300 (Variants)

Description: Server installation

Assign your two characteristics.

1-3 Creating a Service Material

Create a material master for the service assembly.

Material number INST##



Views: Basic Data 1 and 2, Classification, Sales: Sales Org. Data 1 and 2, Sales:General/ Plant Data, MRP 1 to 3.

Organizational levels: Plant 1200, sales organization 1000, distribution channel 14

Description: Server installation

Base unit of measure: LE

Division: 08

Set the indicator Material is configurable and Enter to confirm.

Class: INST##





(C) SAP AG LO835 6-28

Availability check: No check (NC)

Purchasing group: 001

MRP characteristic: No MRP

Planned delivery time: 1 day

Strategy group: Service orders (84)

1-4 Creating a Sales Price

Create a material price (condition type PR00) for this material.

1-5 Creating a Configuration Profile

Create a configuration profile for your material.Profile name: PROF##

Class type: 300

1-6 Creating a General Task List

Create a general task list.

Group: INST##Profile: SM01

TL group counter 1: Server installation

Plant: 1200

Work center: PC-SERV / 1200

Status: Released(general)

Operations:

Install server 10 hInstall USV: 2 h

Install back-up system: 3 h

Add the following object dependencies (editor):

For the operation Install USV :

Selection condition, syntax:



(C) SAP AG LO835 6-29

INST##1 eq ‘Y’

For the operation Install back-up system:

Selection condition, syntax:

INST##2 eq ‘Y’

Save the general task list.

1-7 Creating a Configuration Profile for the General Task List

Create a configuration profile for your general task list.

Profile name: PROF##

Class type: 300

Assign your class INST## to the general task list.


Make an entry in the service product table.

Plant: 1200

Service product: INST##

Work center: PC-SERV

Plant: 1200

Business area: 8000

General maintenance task list: INST##

Group counter: 1

Reference object can be entered.

Category of reference object: Equipment

1-9 Creating a Sales Order

Create a sales order to test your settings.

Order type: OR





(C) SAP AG LO835 6-30

Division: 00

Sold-to party: T-CSD##

Purchase order number: INST##

Material: INST##

Quantity: 1

Enter the characteristic valuation.

Save the order.

Order number:

Display your sales order and the service order generated from it.

Service order number:

Which operations does the service order contain?

1-10 Processing an Order

Put the service order in process.

Enter a completion confirmation.

Settle the order. Controlling area: 1000

Bill the sales order.

Display the sales order and cost report.


Topic: User Status


• Create and assign a user status profile

•



(C) SAP AG LO835 6-31

Additional status information is required when your service orders are

processed.

1-1 Creating a User Status Profile

Create a user status profile Z##.

Call up the detail screen and allow the status profile for the object type PM/SM order .

There should be the following status indicators with status number:

• New (initial status)

• Technician is informed

• Technician has confirmed completed

• Completed

Enter appropriate values for the highest and lowest status numbers.

There should be the following status indicators without status number:

• Wait for problem notification

• Warranty case (no billing document)

The status Technician is informed should be set automatically when paging. For thisstatus, the technical completion is only allowed with a warning.

The status Technician has confirmed completed should be set automatically when the

order is confirmed.

The status Completed should be set when the order is completed.

For the status Wait for problem notification, the release of the order should be

prohibited.

For the status Warranty case, the creation of a billing document should be prohibited.

1-2 Assigning a User Status Profile

Assign the status profile to your order type Z##.



(C) SAP AG LO835 6-32

1-3 Creating and Processing an Order

Create a service order with your order type. Use serial number 1 and material number

T-FSN## as the reference object.

Test the settings for your status profile.

Use the system user PLM301-99 as the recipient for the paging message.



(C) SAP AG LO835 6-33

Solutions: Additional Functions



(C) SAP AG LO835 6-34



(C) SAP AG LO835 6-35


Topic: Quotation Creation

1-1 Creating quotations

1-1-1 Creating a service order

SAP menu path:




Order type SM02

Functional Location TCST##-PROD

Enter


Order short text PC Installation

Operations


Work (first operation) 10 hours

Second operation:

Short text / Work / Atyp Travel time / 4 hours / 1413

Select the first operation and choose General.


Component R-1120

Requirement quantity 10 pieces

Item category L



(C) SAP AG LO835 6-36

Save


1-1-2 Creating a quotation for the service order

SAP menu path:


Create Quotation (DP80)



Sales price basis view

Net value: See Net value column.

Choose Create quotation and then Yes to confirm.

You see the quotation. Choose Save.

1-1-3 Accepting a quotation

SAP menu path:

Logistics Customer Service Service Processing Order Service OrderChange (IW32)



Header data

Choose the path Order Functions Accept quotation.

Number of billing request: See system message



(C) SAP AG LO835 6-37


Topic: Service Assembly Processing

1-1 Creating Characteristics

SAP menu path:

Cross-Application Components Classification System Master Data

Characteristics (CT04)


Characteristic INST##1

Create


Description Uninterruptible power supply

Data type Character format

Number of chars 1

Entry required Select

Values


Char. value / Description Y / Yes

Char. value / Description N / No

Save



Create


Description Back-up system

Data type Character format

Number of chars 1

Entry required Select

Values



(C) SAP AG LO835 6-38


Char. value / Description Y / Yes

Char. value / Description N / No

Save

1-2 Creating a Class

SAP menu path:

Cross-Application Components Classification System Master Data Classes

(CL02)


Class INST##

Class type 300

Create


Description Server installation

Characteristics



INST##2

Save

1-3 Creating a Service Material

SAP menu path:




Material INST##


Enter

Select the views Basic Data 1 and 2, Classification, Sales: Sales Org. Data 1 and 2,

Sales: Gen./Plant Data, MRP 1-3 and choose Continue.


Plant 1200



(C) SAP AG LO835 6-39



Enter


Material short text Server installation Base unit of measure LE

Division 08

Enter


Material is configurable Select

Enter (x 2)


Class INST##

Next screen


Outbound delivery plant 1200

Tax classification 1

Enter

Enter

Field name or data type Values Availability check NC

Enter


Purchasing group 001

MRP characteristic NC

Enter


Planned delivery time 1

Enter


Strategy group 84

Save



(C) SAP AG LO835 6-40

1-4 Creating a Sales Price

SAP menu path:

Logistics Sales and Distribution Master Data Conditions Selection Using

Condition Type Create (VK11)


Condition type PR00

Enter

Select the key combination Material with release status and choose Continue.




Material INST##

Amount Enter a rate

Save

1-5 Creating a Configuration Profile

SAP menu path:

Logistics Central Functions Variant Configuration Configuration Profile

Create (CU41)

Choose Material and Continue.


Material INST##

Enter


Profile name PROF##

Class type 300

Save

1-6 Creating a General Task List

SAP menu path:

Logistics Customer Service Service Agreements Maintenance Task Lists

Task Lists General Maintenance Task Lists Create (IA05)




(C) SAP AG LO835 6-41

Group INST##

Profile SM01

Enter


Short text Server installationPlanning plant 1200

Work center PC-SERV / 1200

Status 4

Operation


Operation description / Work Install server / 10 h

Install USV / 2 h

Install back-up system / 3 h

Select the second operation and choose

Extras Object dependencies Editor


Relationship type Selection condition

Continue


Coding line INST##1 eq ‘Y’

Save

Select the third operation and choose

Extras Object dependencies Editor


Relationship type Selection condition

Continue


Coding line INST##2 eq ‘Y’

Save

Save



(C) SAP AG LO835 6-42

1-7 Creating a Configuration Profile for the General Task List

SAP menu path:

Logistics Central Functions Variant Configuration Configuration Profile

Create (CU41) Select Configurable Object

Choose General maintenance task list and Continue.


GM task list INST## / 1

Enter


Profile name PROF##

Class type 300

Class assignments


Class INST##

Save


SAP menu path:

Logistics Customer Service Service Processing Environment Sales and

Distribution Service Products (OISD)

New entries


Plnt 1200

Service product INST##

Work ctr PC-REP

Plant 1200

BusA 8000

Gen TL INST##

GC 1

RTyp 01

RObj 02





(C) SAP AG LO835 6-44

Position the cursor on the service order number and choose Display document .

Operations

1-10 Processing an Order

SAP menu path:


Change (IW32)



Enter

Put in process

Continue

SAP menu path:





Enter


Act. work Enter a work time


Save

SAP menu path:








Execute



(C) SAP AG LO835 6-45

SAP menu path:


Document Create (VF01)


Document Your sales order number

Enter

Save

SAP menu path:

Logistics Customer Service Service Processing Order Sales Order

Display (VA03)



Enter

Environment Cost report



Topic: User Status

1-1 Creating a User Status Profile

IMG path:


Maintenance and Service Orders General Data User Status for Orders

Define Status Profile

Define User Status Profile for Orders

New entry


Status profile Z##

Text Enter a text

Maintenance language EN

Enter

Details



(C) SAP AG LO835 6-46

Object types

Select the PM/SM order and choose Save.

Details


Status number / Status / Short

text / Lowest status no. /

Highest status no.

1 / NEW / New / 1 / 2

2 / INF / Technician is

informed / 1 / 3

3 / CONF / Confirmed

completed / 2 / 4

4 / COM / Completed / 2 / 4

Set the indicator Initial status for the first status with status number.


Status / Short text WAIT / Wait for problem

notification

WARR / Warranty case

Choose INF details for the status.

New entries


Page Select “Set”

Complete technically Select “Warning”

Back

Choose CONF details for the status.

New entries


Confirm order Select “Set”

Back

Choose COM details for the status.

New entries


Complete Select “Set”



(C) SAP AG LO835 6-47

Back

Choose WAIT details for the status.

New entries


Release Select “Prohibited”

Back

Choose WARR details for the status.

New entries


Creating a billing document Select “Prohibited”

Back Save

1-2 Assigning a User Status Profile


Maintenance and Service Orders General Data User Status for Orders

Define Status Profile

Assign User Status to Order Types


Stat. prof. (for your order type) Z##

Save

1-3 Creating and Processing an Order

SAP menu path:


Create (General) (IW31)Field name or data type Values

Order type Z##

Serial number 1

Material T-FSN##

Enter



(C) SAP AG LO835 6-48




© SAP AG 1999

Customizing paths

Enhancements or customer exits

Contents:

Append ix




Customizing Paths: Service Processing

Access to Customizing:

SAP Menu Tools Customizing IMG Edit Project

SAP Reference IMG button

Service Notifications

Field name or data type Path

Action box Plant Maintenance and Customer Service

Maintenance and Service Processing

Maintenance and Service Notifications

Notification Processing Additional

Functions Define Action Box

User status Plant Maintenance and Customer Service



Notification Processing User Status for

Notifications

Order type Plant Maintenance and Customer Service


Maintenance and Service Notifications Notification Creation Notification Types

Assign Notification Types to Order Types

Screen templates Plant Maintenance and Customer Service



Notification Creation Notification Types

Set Screen Templates for the

Notification Type

Print control Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance and Service Notifications

Notification Processing Notification

Print Control

Field selection Plant Maintenance and Customer Service







Set Field Selection for Notifications

Catalogs / catalog profiles Plant Maintenance and Customer Service



Notification Creation Notification

Content

Long text control Plant Maintenance and Customer Service




Define Long Text Control for

Notification Types

Solution database Customer Service Solution Database

Notification types Plant Maintenance and Customer Service


Maintenance and Service Notifications Notification Creation Notification Types

Define Notification Types

Number ranges Plant Maintenance and Customer Service




Define Number Ranges

Object information Plant Maintenance and Customer Service



Notification Processing Object

Information

Partner Determination Procedure & Partner

Roles Plant Maintenance and Customer Service



Notification Creation Partners Define

Partner Determination Procedure and Partner Function

Priorities Plant Maintenance and Customer Service



Notification Processing Response Time

Monitoring Define Priorities

Response and service profiles Plant Maintenance and Customer Service



Notification Processing Response Time




Monitoring Define Response Monitoring

Other notification parameters Plant Maintenance and Customer Service




Define Order Types and Special

Notification Parameters

Service Orders


Settlement rule Plant Maintenance and Customer Service


Maintenance and Service Orders

Functions and Settings for Order Types

Settlement Rule: Define Time and

Distribution Rule

Delivery address for non-stock components Plant Maintenance and Customer Service




Define Access Sequence for Determining

Address Data

Order types Plant Maintenance and Customer Service




Configure Order Types

Accounting indicators Plant Maintenance and Customer Service



General Data Define Accounting

Indicators

Reference time Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance and Service Orders


Define Proposed Reference Time forTechnical Completion

DIP profiles Plant Maintenance and Customer Service


Basic Settings Quotation Creation and

Billing for Service Orders Profiles for




Quotation Creation, Billing, Results

Analysis

Print control Plant Maintenance and Customer Service


Maintenance and Service Orders Print

Control

Field selection Plant Maintenance and Customer Service


Maintenance and Service Orders Define

Field Selection for Order Header Data

(PM)

Field selection for service data Plant Maintenance and Customer Service


Maintenance and Service Orders Define

Field Selection for Order Header Data (CS)

Overall completion confirmation – screen

templates Plant Maintenance and Customer Service Maintenance and Service Processing

Completion Confirmations Set Screen

Templates for Completion Confirmation

Maintenance activity types Plant Maintenance and Customer Service




Maintenance Activity Type

Costing data Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance and Service Orders


Costing Data for Maintenance and Service

Orders Assign Costing Parameters and

Results Analysis Keys

Number ranges Plant Maintenance and Customer Service




Configure Number RangesObject information Plant Maintenance and Customer Service


Maintenance and Service Orders Object

Information

Paging texts Plant Maintenance and Customer Service







Assign Standard Texts for Short Messages

to Order Types

Partner Determination Procedure & Partner

Roles Plant Maintenance and Customer Service



Partner Define Partner Determination Procedure and Partner Function

Priorities Plant Maintenance and Customer Service



General Data Define Priorities

Confirmation parameters Plant Maintenance and Customer Service


Completion Confirmations Define

Control Parameters for Completion

Confirmations

Service order types Plant Maintenance and Customer Service




Credit Limit Checks, Sales Document Types

for Service Orders

Other parameters Plant Maintenance and Customer Service




Define Change Docs, Collective Purc. Req.

Indicator, MRP-Relevance

Scheduling Plant Maintenance and Customer Service



Scheduling Set Scheduling Parameters

Availability check Plant Maintenance and Customer Service



Availability Check for Materials, PRTs and

Capacities Define Checking Control

Operation control keys Plant Maintenance and Customer Service







Control Key Maintain Control Keys

Default values Plant Maintenance and Customer Service




Default Values for Task List Data and

Profile Assignments

Goods movements Plant Maintenance and Customer Service




Goods Movements for Order Define

Documentation for Goods Movements forOrder

Plant assignment Plant Maintenance and Customer Service




Assign Order Types to Planning Plants

Customer repair orders


Item categories Sales and Distribution Sales Sales

Documents Sales Document Item Define Item Categories

Repair procedures Sales and Distribution Sales Sales

Documents Customer Service Returns

and Repairs Processing Define Repairs

Procedure

Sales document types Sales and Distribution Sales Sales

Documents Sales Document Header

Define Sales Document Types




Enhancements

Partners

ICSV0008 Verification of additional partner types

Service Notifications

ICSV0001 Display of geographical location data

ICSV0002 Automatic task determination for service notifications

ICSV0003 Partner selection

ICSV0004 Check reference object and display object information

IWOC0001 Create PM/CS notification: Determination of reference object

IWOC0002 PM/CS notification: Check eligibility of status change

QQMA0001 QM/PM/CS: User sub-screen for notification header

QQMA0003 QM: Function “User data” in menu “Goto”

QQMA0004 QM: Function “User data” in menu “Goto -> Item”

QQMA0006 QM: Automatic task determination for quality notifications

QQMA0008 QM/PM/CS: User sub-screen for additional data for notification item

QQMA0010 QM/PM/CS: User sub-screen for additional data for cause

QQMA0011 QM/PM/CS: User sub-screen for additional data for task

QQMA0012 QM/PM/CS: User sub-screen for additional data for activity

QQMA0014 QM/PM/CS: Checks before saving notification

QQMA0015 QM/PM/CS: User exit for calling up F4 Help for catalog

QQMA0016 QM/PM/CS: Function “User data” in menu “Goto -> Task”

QQMA0017 QM/PM/CS: Function “User data” in menu “Goto -> Activity”

QQMA0018 QM/PM/CS: Scheduling by entry of priority

QQMA0019 QM/PM/CS: Default partners when adding notification

QQMA0021 QM/PM/CS: Function “User data” in menu “Goto”

QQMA0022 QM/PM/CS: Function “User data” in menu “Goto -> Cause”

QQMA0023 QM/PM/CS: Function “User data” in menu “Goto -> Item”

QQMA0024 QM/PM/CS: Deactivation of function codes in CUA menu

QQMA0025 PM/CS: Default values when adding notification

QQMA0026 PM/CS: Authorization check when accessing notification transaction

QQMA0027 PM/CS: Default values when adding task




QQMA0029 QM/PM/SM: Change Notification Type

QQMA0030 Check if a status change is authorized

ICRP0201 Search Help CS_ORG_02: Authorization Check

ICRP0202 Search Help CS_ORG_02: Internally-Programmed Selection

ICRP0203 Search Help CS_ORG_02: Propose Task

Service Orders

IWO10001 Create sub-order

IWO10002 PM order: Customer check for order release

IWO10004 PM order: Customer check for order completion

IWO10005 PM order: Customer-specific determination of profit center

IWO10006 PM order: Exclude function codes using customer enhancement

IWO10007 PM order: Customer enhancement for permits in orderIWO10009 PM order: Customer check for “Save”

IWO10010 PM order: Customer enhancement to determine WBS element

IWO10011 PM order: Customer enhancement for component selection

IWO10012 PM order: Priority handling at central header

IWO10015 PM order: F4 Help for user fields in operation

IWO10016 PM order: Customer enhancement to check operation user fields

IWO10017 Determine external order numbers using customer logic

IWO10018 PM order: User fields in order header

IWO10020 PM order: Automatic inclusion of task list

IWO10021 Automatic task list transfer when generating order from notification

IWO10022 Determine calendar from user exit

IWO10023 Service order: Change header data for advance shipment document

IWO10024 Service order: Changes to item for advance shipment

IWO10025 PM/CS order: Find responsible cost center

IWO10026 User check when setting status “Do not perform”

IWO10027 Generate user exit for user-defined settlement rule

IWO10029 Include bill of material in PM/CS order

IWO10030 Preset Fields for Event Object

IWO10031 Hide personnel number in PM/SM order

IWO10033 Customer-specific authorization check for maintenance or service order

IWO10034 Operation status based on the status of the capacity requirements



(C) SAP AG LO835 7-10

IWO20001 PM order: User exit for task list transfer in order

IWOC0003 PM/CS authorization check of reference object and planner group

IWOC0004 Change single-level list editing of PM/QM/CS ALV settings

External processing / non-stock components

COZF0001 Change purchase requisition for external operation

COZF0002 Change purchase requisition for external component


CONFPM01 PM/SM order confirmation: Customer specific enhancements when saving definedefault values

CONFPM02 PM/SM order confirmation: Customer-specific input check 2 Input checks by

SAP checksCONFPM03 PM/SM order confirmation: Customer specific check after operation selection

CONFPM04 PM/SM order confirmation: Customer-specific input check 2 Input checks before

SAP checks

CONFPM05 PM/SM order confirmation: Customer specific enhancements when saving.


AD010001 Change object list and its hierarchy

AD010002 Limit selection and/or filter data determined

AD010003 Create user-defined DI characteristics

AD010005 Create user-defined sources

AD010007 Change DI Processing Information

ICSV0005 Determine reason for rejection for resource-related billing

V46H0001 SD customer functions for resource-related billing document

Warranties

BG000001 Warranty check

BG000002 Warranty check dialog box

BG000003 Changes to warranty check result sub-screen

Miscellaneous

IWMI0001 User exits for PM/CS IDocs

