Service Order - Business

Contents
1
2
2.1
2.2
2.3
2.4
3
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
4.14
4.15
4.16
4.17
4.18
4.19
5
5.1
5.2
5.3
6
6.1
6.2
6.3
Purpose 6
Prerequisites 6
Master Data and Organizational Data
6
Business Conditions
7
Preliminary Steps
7
Roles 9
Process Overview Table 9
Process Steps 11
Creating a Customer Contract
11
Creating a Service Notification 13
Changing the Service Notification
14
Displaying the Repair Order
15
Creating a Return Delivery with Reference to Sales Order
Stock Overview 17
Changing a Repair Order
Starting Repairs
18
Displaying the Service Order
19
Changing the Service Order
19
Confirming the Materials Used 20
Posting Goods Issues
21
Displaying Serviceable Materials
22
Time Recording (211)
23
Checking Planned/Actual Costs 24
Closing the Service Order Technically 25
Displaying Equipment using Equipment List
25
Displaying Status of Repair Order
27
Creating a Billing Request
28
Creating the Billing Document 29
Follow-up Processes
30
Accounts Receivable (157)
30
Period-End Closing Service Orders (189) 30
Sales: Period End Closing Operations (203) (optional) 30
Appendix
31
Reversal of Process Steps
31
SAP ERP Reports 35
Used Forms
36
16
Depot Repair
1
Purpose
This scenario covers the processing of a service case from the initial reporting
of the problem by the customer up to billing the customer, when service activit
ies are carried out at plant.
The business process starts with a customer reporting a problem with a notebook.
A service agent creates a service notification in the system. The service notif
ication number is used as a return material authorization (RMA) number in the re
mainder of the repair process. The service agent carries out a warranty check on
the service notification and then creates a service contract. The service cente
r informs the customer that they must send the notebook to the central service c
enter. The service notification number (RMA) must be specified on the shipping d
ocuments; otherwise the notebook is rejected by the service center. If the neces
sary spare parts are not in stock, they have to be ordered. A repair order is th
en created from the service notification so that the entire repair process can b
e controlled and settled. In the repair order, the damaged notebook is automatic
ally assigned by the returns items created. A service order is automatically gen
erated using an item proposal to enable the repairs to be carried out. Once the
repairs have been carried out, the costs (for hourly fees and spare parts) are c
onfirmed to the service order. The repaired notebook is delivered to the custome
r and the final repair status can be displayed. The service center creates a bil
ling request. This appears in the repair order as an additional item and is not
a separate document (unlike the billing request in the on-site service process).
Subsequently, the repair order is billed. On a periodic basis the costs and rev
enues incurred on the service order are being settled to the repair order, where
they can be evaluated.
2
Prerequisites
2.1
Master Data and Organizational Data
A range of indispensable master and organizational data was created in your ERP
system in the implementation phase, such as the data that reflects the organizat
ional structure of your company, as well as master data that suits its operation
al focus, for example, master data for materials, vendors, customers, and so on.
This master data usually consists of standardized SAP Best Practices default val
ues and enables you to go through the process steps of this scenario.
Additional Master Data (Default Values)
You can test the scenario with other SAP Best Practices default values that have
the same characteristics.
Check your SAP ECC system to find out which other material master data exists.
Using Your Own Master Data
You can also use customized values for any material or organizational data for w
hich you have created master data. For detail about how to create master data, s
ee the Master Data Procedures documentation.
Use the following master data in the process steps described in this document:
Service
Service Plant
Master data
Value Master / org. data details
Comments
Material/Services
D101
Repair Service
Material
S300
Repair Material
Material
H100
Procurement-to-Stock (130)
Spare Part 1
Sold-to party 100100
Customer Services
Ship-to party 100100
Customer Services
Payer 100100
Customer Services
Plant 1000
Plant 1
Storage Location
1040
Storage Location 1040
Company Code
1000
Company Code 1000
CO Area 1000
Controlling Area 1000
Sales organization
1000
Inland
Distribution channel
10
Sales Direct
Division
10
Product Division 10
Personnel Number
999203
Matthias Schanze
2.2
Business Conditions
The business process described in this Business Process Documentation is part of
a bigger chain of integrated business processes or scenarios. As a consequence,
you must have completed the following processes and fulfilled the following bus
iness conditions before you can start going through this scenario:
Business condition
Scenario
In order to run through this scenario, the materials must be available in stock.
If you use trading goods (HAWA) you can either:

run through the Procurement to Stock (130) process or:
create stock using transaction MIGO (for details see the section Preliminary Ste
ps).
Procurement to Stock (130)
Do not install the Business Process Procurement-to-Stock (130), but follow the s
teps described in the Business Process Documentation Procurement-to-Stock (130).
2.3
Preliminary Steps
In order to run through this scenario, the material H100 (Spare Part) must be av
ailable in stock.
Procedure
1.
Access the transaction choosing one of the following navigation options:
Option 1: SAP Graphical User Interface (SAP GUI)
SAP ECC menu
Logistics???Materials Management???Inventory Management???Goods Movement
???Goods Movement (MIGO)
Transaction code
MIGO
Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role
Business role Warehouse Clerk
(SAP_BPR_WAREHOUSESPECIALIST-S)
Business role menu
Warehouse Management???Receiving
For SAP NWBC:
Choose any line and choose Post Goods Receipt. On the Goods Receipt Purchase Ord
er screen, choose Restart (F5). In the Restart window, choose No.
2.
Make the following entries on the MIGO overview screen:
Field name
User action and values Comment
Goods Receipt
Choose A01 Goods Receipt from th
Business Transaction
A01
e 1st Dropdown Menu
Business Transaction
R10
Other
Choose R10 Other from the 2nd Dropdown M
enu
Movement Type 561
561
Receipt per initial entry of stock balances into unr
.-use
3.
Choose Enter.
4.
On the Goods Receipt Other screen: Material tab, make the following entr
y and choose Enter:
Field name
Material
H100
5.
On the
entry:
Field name
Qty in Unit of
6.
Choose
7.
On the
:
Field name
Plant 1000
Goods Receipt Other screen: Quantity tab page, make the following
User action and values
Entry
100
Enter:
Goods Receipt Other screen: Where tab, make the following entries
Storage Location
1040
Shipping - (w/o
8.
Choose Enter.
9.
Choose Save.
Result
The quantity of 100 has been posted.
Financial postings:
Material
Credited Accounts
Debited Accounts
Cost Element / C
O Object
Trading Good (HAWA)
12209999 Opening bal. (Stock) 12003010 Trading goods
none
2.4
Roles
Use
The following roles must have been installed to test this scenario in the SAP Ne
tweaver Business Client (NWBC). The roles in this Business Process Documentation
must be assigned to the user or users testing this scenario. You do not need th
ese roles if you are not using the NWBC interface, but the standard SAP GUI.
Prerequisites
The business roles have been assigned to the user who is testing this scenario.
Business role Technical name Process step
Service Agent SAP_BPR_SERVAGENT-S
Create a Customer Contract
Create a Service Notification,
Change the Service Notification,
Display the Repair Order,
Display the Service Order
Warehouse Clerk SAP_BPR_WAREHOUSESPECIALIST-S Create a Return Delivery with Re
ference to Sales Order,
Buyer SAP_BPR_PURCHASER-S
Stock Overview
Sales Administration
SAP_BPR_SALESPERSON-S Change a Repair Order
Starting R
epairs,
Display Status of Repair Order
Service Employee
SAP_BPR_SERVEMPLOYEE-S Change the Service Order,
Confirm the Materials Used,
Displaying Serviceable Materials,
Check Planned/Actual Costs,
Close the Service Order Technically,
Display Equipment using Equipment List,
Sales Billing SAP_BPR_SALESPERSON-S2 Create the Billing Document
3
Process Overview Table
Process step
External process reference
Business condition
Business
role Trans-action code
Expected results
Create Customer Contract
Service Agent VA41
Customer contact is c
ted.
Create Service Notification
Service Agent IW54
Customer request for
vice
Change Service Notification
Service Agent IW59
Add information to cu
mer request
Display Repair Order
Service Agent IW53
Display the repair order crea
in the background.
Create Return Delivery with Reference to Sales Order
Warehouse Clerk VL01n
Returns delivery is created.
Stock Overview
Buyer MMBE
Look into the stock list.
Change Repair Order
Starting Repairs
VA02
Creat
of the service order in the background.
Display the Service Order
Service Agent IW53
Display the service o
r.
Change Service Order
Service Employee
IW32
Enter work in the ser
e order.
Confirm Materials Used
Service Employee
MB11
Goods movement
Posting Goods Issue
Warehouse Clerk VL01n The repair material is sent b
to the customer.
Display Serviceable Materials
Warehouse Clerk VA03
Display the serviceab
material in the repair order.
Time Recording Time Recording (211)
See 211 scenario
See 211 scenario
See 211 scenario
Check Planned/Actual Costs
Service Employee
IW32
The planned/actual costs have been checked
Close Service Order
Technically Complete.
Service Employee
IW32
Set the status to Technically complete .
Display Equipment using Equipment List

Service Employee
IH10
Check
e status of equipment.
Display Status of Repair Order
VA03
Check status
entire repair process.
Create a Billing Request
Service Employee
DP90
A billing req
t is created with reference to the service order.
Create the Billing Document
Sales Billing VF01
Generation of the inv
e from the debit memo request.
Settlement Service Orders
Period End Closing CO Orders (189)
See sce
nario no. 189 See scenario no. 189 See scenario no. 189
Close Service Order
Business View
Period End Closing CO Orders (189)
See scenario no. 189 See scenario no. 189 See scenario no. 189
4
Process Steps
4.1
Creating a Customer Contract
Use
The purpose of this activity is to define the service agreement between the serv
ice provider and the customer for a defined period.
Prerequisites
Confirmation of customer requirements triggers creation of a contract.
Procedure
1.
Access the transaction using one of the following navigation options:
SAP ECC menu
Logistics???Sales and Distribution???Sales???Contract???Create
Transaction code
VA41
Business role Service Agent
(SAP_BPR_SERVAGENT-S)
Business role menu
Service Processing???Contracts???Create Contract
2.
On the Create Contract: Initial screen, make the following entries:
Field name
Description
Contract Type Sales document type of the contract
YBC1
Sales Organization
Selling entity responsible for the customer
1000
Distribution Channel
Division
Customer grouping
Product or service grouping
10
10
3.
Choose Enter.
4.
On the Create SP: SD-contract: Overview screen, make the following entri
es. (Default data remains unchanged.)
Field name
Description
Sold-to Party Alphanumeric key uniquely identifying the customer
100100
Description
Description of contract <Description of contract>
Contract start Start date of the contract
<today s date>
Contract End
End date of the contract
<today s date + 90 days>
Material
Alphanumeric key uniquely identifying the service product
D101
Order Quantity Number of service units 1
If the start date is in the past, the system issues a warning message. Confirm t
his with Enter.
The contract start must be a minimum of one day before the start of repair or no
tification date.
The service contract has a minimum current time for two month.
If the
d drop
5.
6.
column Order quantity is not visible, scroll to the right and use drag an
to move the column to behind the Target quantity column.
Choose Enter.
Confirm the Information dialog box Determined desired delivery date XX.X
X.XXXX has been copied to schedule line with Continue (Enter).

7.
Choose Save and write down the generated contract number 4XXXXXXX for fu
ture reference.
Contract number: _________________________
8.
Choose Back to return to the SAP Easy Access menu.
Result
The system issues the message: SP: SD-Contract 400000XX has been saved.
4.2
Creating a Service Notification
Use
The call center responsible for repairs processing creates a service notificatio
n, which contains all the details of the damaged notebook.
Procedure
1.
SAP ECC menu
Logistics???Customer Service???Service Processing???Notification
???Create (Special)???Problem Notification
Transaction code
IW54
Business role menu
Service Processing???Notifications???Create Service Noti
fication-Malfn.
2.
On the Create Service Notification: Problem notification screen, Notific
ation tab page, make the following entries:
Field name
Description
Short text (Notification)
Enter a short text describing the problem notifi
cation Enter a short text
Sold-to-party
100100
Person respons. Person responsible
999203 Mr SchanzeMatthias
3.
Confirm your entries with Enter.
4.
Choose Extras???Contract selection out of the menu and the sales contrac
t number is filled in the Sales Doc. Field automatically. If you have more than
one contract, choose the appropriate one and choose Choose.
5.
On the Create Service Notification: Problem notification screen, on the
Additional data1 tab page, make the following entries:
Field name
Description
Coding Field 1 YBP200
Field 2 REP
Description
Check the short description of the service notification
Description (long text) You can enter all the details on the notification here
Enter a short text as you desire
6.
7.
Choose Save to save the problem notification.
8.
Write down the notification number displayed. Notification number: _____
________________.
The service notification number is used as the processing number for all further
activities (also known as the RMA number ).
9.
Choose Back to return to the SAP Easy Access menu.and confirm the Confir
mat. prompt dialog box with No.
Result
The service notification has been created.
4.3
Changing the Service Notification
Use
The call center responsible for repairs processing calls up a list of outstandin
g notifications each day.
Procedure
1.
SAP ECC menu
???List Editing???Display
Transaction code
IW59
Business role menu
Service Processing???Notifications???Display Service Not
ifications
2.
On the Display Service Notifications: Selection of Notifications screen,
in the General Data/Administrative Data area, make the following entries:
Field name
Description
Coding Field 1 YBP200 Choose using input help (F4).
Coding Code
Field 1 REP
Choose using input help (F4).
3.
to display a list of the notifications to be processed, choose Execute.
This list only appears if more than one service notification exists. If there is
only one document to display, the system takes you directly into the document i
n display mode. However, you cannot switch from the document display to change m
ode. To go into change mode, you must use transaction IW52 (Change Service Notif
ication) and GOTO step 7 directly.
4.
If there are service notification exists, On the Display Service Notific
ation: List of Notifications screen, choose the service notification created in
step Creating a Service Notification
5.
Choose Change/Display to switch to change mode.
6.
Choose Details. The Change Service Notification: Problem notification sc
reen is displayed.
7.
On the Change service notification: problem notification screen, choose
the Activities tab page.
The service agent calls the customer to ask for details regarding the notificati
on.
8.
Choose Log telephone call from the Action box on the right.
9.
In the Subject of conversation area, you can enter a text of any length
with the details of the outgoing telephone call.
10.
Choose Continue.
Based of the data and information from the telephone call, the service agent dec
ides what further action has to be taken, for example, to create a repair order.
11.
Choose Repair order from the Action box on the right.
12.
In the Create Repair Order for Notification dialog box, make the followi
ng entries:
Field name
Description
Order type
YBR1
Material
S300
Order quantity
Service item
1
D101
13.
Choose Notification and order to save your entries.
14.
If several partners have been maintained in the system, confirm the Part
ner selection dialog box with Continue (Enter).
The customer can now be informed by telephone or e-mail that they can send the d
evices to be repaired to the service center responsible (document call in the no
tification) using the notification number.
15.
Result
The service notification has been changed. The repair order has been created in
the background.
4.4
Displaying the Repair Order
Use
In this activity, you display the repair order that has been created in the back
ground.
Procedure
1.

SAP ECC menu
???Display
Transaction code
IW53
Business role menu
Service Processing???Notifications???Display Service Not
ification
2.
Enter the service notification number and confirm your entries with Ente
r.
3.
To display the repair order created in the background, choose Show Docum
ent Flow.
4.
Double-click the sales order (3rd item) to display the repair order belo
w.
5.
Make a note of the sales order number.
Repair order number: _______________________.
6.
Result
The repair order number has been checked. The repair order number was created af
ter having saved the service notification.
4.5
Creating a Return Delivery with Reference to Sales Order
Use
The damaged customer equipment is delivered for repair. The purpose of this acti
vity is to create a return delivery document with reference to a sales order.
Procedure
1.
SAP ECC menu
Logistics???Sales and Distribution???Shipping and Transportation
???Outbound Delivery???Create???Single Document???With Reference to Sales Order
Transaction code
VL01N
Business role menu
Warehouse Management???Shipping???Create Outbound Dlv. w
/o Order Ref.
On the Create Outbound Delivery Without Order Reference screen choose With Order
Reference.
2.
On the Create Outbound Delivery with Order Reference screen, make the fo
llowing entries:
Field name
Description
Shipping point
1000
Selection date
Proposed by system
Order
repair order
< The repair order number you noted in step 4.4
>
From item
Delivery type
LR
3.
Confirm with Enter.
4.
The Returns Delivery Create: Overview screen is displayed. Choose the fi
rst item and choose Extras???Serial numbers.
5.
Enter the serial number you posted in the customer stock in Maintain Ser
ial Number Screen. You can also search for the serial numbers by using the input
help (F4).
6.
Choose Continue to return to the Returns Delivery Create: Overview scree
n.
7.
Check the storage location for item 10: Field name "Sloc".
8.
Choose Post goods receipt to save your entries. A corresponding success
message with the number of your outbound delivery document appears at the bottom
of the screen.
9.
Make a note of the number.
Returns delivery: ___________________________.
10.
Result
The return delivery with reference to the repair order has been created. The mat
erial for repair is posted into the company s special stock (assigned to the repai
r order).
4.6
Stock Overview
Use
Once the goods receipt has been posted, the sales order stock contains material
S300 (SEMIFINISHED PRODUCT, for example, Notebook).
Procedure
1.
SAP ECC menu
Logistics???Customer Service???Management of Technical Objects??
?Material???Stock Overview
Transaction code
MMBE
Business role Buyer
(SAP_BPR_PURCHASER-S)
Business role menu
Purchasing???Materials and Stock???Stock Overview
2.
On the Stock Overview: Company Code/Plant/Storage Location/Batch screen,
make the following entries:
Field name
Description
Material
S300
Plant
1000
3.
Choose Execute to display the list.
4.
In the list, choose the Sales Order Stock line and choose Detailed Displ
ay to display the sales order stock with unrestricted use belonging to your sale
s document. Choose Contintue to return.
5.
Choose (NWBC: More ???) Environment???Equipment/serial Number. to display
the serial number list. Choose the Item and choose Display. If there is only one
item, the equipment number is displayed immediately.
Make a note of the equipment number:_________________________
6.
Choose Back until you return to the SAP Easy Access menu.
Result
The equipment of the repair material has been checked.
4.7
Changing a Repair Order
Starting Repairs
Use
When you change the repair order the system automatically creates a service orde
r in the background.
Procedure
1.
SAP ECC menu
Logistics???Sales and Distribution???Sales???Order???Change
Transaction code
VA02
Business role Sales Administration
(SAP_BPR_SALESPERSON-S)
Business role menu
Sales???Sales Orders???Create Sales Order???More ??? Sales
document??? Change
2.
Enter your order number created in the step Display the Repair Order
3.
Confirm with Enter.
4.
On the Change SP: Repairs / Service XX : Overview screen, choose the line
10000 in the main item area and choose the button Repairs.
5.
On the Change SP: Repairs / Service XX : Item Data screen, check the entri
es and choose Back.
6.
Confirm the Copy item proposal Dialog box with Yes. The maintenance orde
r is generated automatically in the background.
7.
An additional item (the actual repairs) is created in the repair order.
To display all items, choose Edit???Display range???All items).
8.
Choose Save to save the repair order.
The system issues success message with the number of your document at the bottom
of the screen.
9.
Result
The service order has been created.
4.8
Displaying the Service Order
Use
You can now display the service order that has been created in the background.
Procedure
1.
SAP ECC menu
???Display
Transaction code
IW53
Business role Service Agent (
SAP_BPR_SERVAGENT-S)
Business role menu
Service Processing Notifications Display Service Notific
ation
2.
Enter the service notification number from the step Create a Service Not
ification.
3.
4.
To display the service order created in the background, choose Document
Flow button.
5.
To display the service order, choose the repair service (4th item) and c
hoose Display Document.
6.
Make a note of the service order number.
Service order number: _______________________.
7.
Result
The service order number has been checked.
4.9
Changing the Service Order
Use
Use this step to enter the planned work or duration in the service order.
Procedure
1.
SAP ECC menu
Logistics???Customer Service???Service Processing???Order???Serv
ice Order???Change
Transaction code
IW32
Business role Service Employee
(SAP_BPR_SERVEMPLOYEE-S)
Business role menu
Customer Service???Service Processing???Change Order
2.
Enter your service order number from the step Display the Service Order.
3.
Confirm your entry with Enter.
4.
The Change Repairs Order 4XXXXXX: Central Header screen is displayed.
5.
Choose the Operations tab page to plan the expected working time and mak
e the following entries:
Field name
Description
Work
Amount of work involved in performing the activity.
8
Enter planned working time
UN
Unit
H
6.
7.
On the Change Repair Order: Operation Overview screen, choose activity 0
010
8.
Choose General.
9.
Enter the following data for the spare part required to perform the repa
irs and choose enter:
Field name
Description
Component
H100
Reqmnt qty
1
IC (item category)
Stock item
SLoc
Storage Location
1040
Plant
1000
10.
Choose Save to save the repair order.
The system issues a corresponding success message with the number of your docume
nt at the bottom of the screen.
11.
Result
The spare part was added to the repair order.
4.10
Confirming the Materials Used
Use
Spare parts have been removed from stock for the repair. You must now confirm th
e use of the spare part material.
Procedure
1.
SAP ECC menu
Logistics???Customer Service???Service Processing???Confirmation
???Goods Movement???Goods Movement
Transaction code
MB11
Business role menu
Customer Service???Service Processing???Goods Movement
2.
On the Enter Goods Movement: Initial Screen, choose To Order and make th
e following entries:
Field name
Description
Order Number
40000XX Created in step 4.8
Act. Service Order number
3.
4.
On the screen Enter Goods Movement: Selection Screen, choose the relevan
t items, choose Adopt + Details and check the entries.
5.
Save the goods issue document.
6.
Confirm the system message Document xxxxxxxx was created.
7.
Result
The material consumption has been posted and the stock level reduced in the syst
em.
4.11
Use
In this activity, the repaired notebook is sent back to the customer.
Procedure
1.
SAP ECC menu
Logistics???Sales and Distribution???Shipping and Transportation
???Outbound Delivery???Create???Single Document???with reference to sales order
Transaction code
VL01N
Business role menu
Warehouse Management???Shipping???Create Outbound Dlv. w
/o Order Ref.
On the Create Outbound Delivery Without Order Reference screen choose With Order
Reference.
2.
On the Create Outbound Delivery with Order Reference screen, make the fo
llowing entries:
Field name
Description
Shipping point
1000
Selection date
Proposed by system
Order
< The order number you noted earlier > See step 4.4
Sales order
From item
Delivery type
LF
3.
Confirm with Enter.
4.
The Delivery Create: Overview screen appears.
5.
Choose the first item and choose Extras???Serial numbers.
6.
Choose the serial number you posted in the customer stock on the Mainta
in Serial Number Screen.
You can also search for the serial numbers by using the input help (F4).
7.
Choose Enter to return to the Delivery Create: Overview screen.
8.
Check the storage location field for item 10: Field name Sloc .
Use help (F4) and choose the sloc value 1030with the special stock S value E.
9.
Choose the button Post Goods Issue to save your entries.
The system issues a corresponding success message with the number of your outbou
nd delivery document at the bottom of the screen.
10.
Make a note of the number.
Delivery: ___________________________.
11.
Result
The repaired good is sent back to the customer.
4.12
Displaying Serviceable Materials
Use
You can display the serviceable material in the repair order.
Procedure
1.
SAP ECC menu
Logistics???Sales and Distribution???Sales???Order???Display
Transaction code
VA03
Business role menu
document??? Display
2.
Enter your order number created in the step Change the Service Notificat
ion in this document.
3.
4.
On the Display SP: Repairs / Service XXX: Overview screen, choose Enviro
nment???Status overview.
5.
On the Sales order: Status Overview screen, choose Status overview, then
choose the button Expand all to display the current details.
6.
Result
The serviceable material has been checked.
4.13
Time Recording (211)
External Process
Use
The Cross-Application Time Sheet (CATS) is the tool used for recording time work
ed by an employee on a certain assignment. In this scenario, the service order i
s the focal point of the process as it collects labor.
Prerequisites
The service order has already been already created. The service order collects a
ll time and cost for internal review.
Procedure
Complete all activities described in the Business Process Documentation of the s
cenario: Time Recording (211)
To accomplish activities of the scenario, carry out the process steps in the rel
evant Business Process Documentation using the master data from the following ta
bles:
Field name
Description
Data Entry Profile
Customized time sheet profile YBCS
SP Service Order
Key Date
Date that determines the date range available in the time sheet
Accept default of today s date The first time a time sheet is called up, the ke
y date is not visible on the initial screen.
Personnel Number
Numeric key identifying a personnel record
999203
Mr SchanzeMatthias
Field name
Description
ActTyp Activity type Leave blank
The value will be set automatically afte
r all necessary fields are filled in and are confirmed with Enter
Rec.Order
Receiver Order 40000XX Type in the service order number from th
e step Change a Repair Order
Starting Repairs in this document
Act.
Activity Number 0010
the Activity Number
Hours Time worked on the receiving object
8
Any scenario hours Exam
ple: 8
4.14
Checking Planned/Actual Costs
Use
In this activity, you can check planned/actual costs
specified for value categor
ies.
Procedure
1.
SAP ECC menu
ice Order???Change
Transaction code
IW32
Business role menu
Customer Service Service Processing Change Order
2.
Enter the service order number and confirm your entry with Enter.
3.
Go to the Costs tab page to display the planned/actual costs.
4.
Check the data and choose Back.
5.
Confirming the Exit maintenance order dialog box or the prompt asking yo
u if you want to save the data with Yes.
Result
The planned/actual costs have been checked.
4.15
Closing the Service Order Technically
Use
Once all the activities are complete and the completion confirmations are posted
, you can set the status of the service order to technically complete.
Procedure
1.
SAP ECC menu
ice Order???Change
Transaction code
IW32
Business role menu
2.
Enter your order number.
3.
4.
On the Costs tab page, check once more that all expenses for the repairs
have been entered. You can also choose Document Flow to display the assigned co
nfirmation by double clicking on the confirmation item.
5.
Choose Back.
6.
Choose Complete (technically) to complete the service order technically.
7.
Confirm the repair confirmation to sales order message with Continue.
8.
Choose Enter to confirm the Complete dialog box.
A corresponding success message with the number of your document appears at the
bottom of the screen.
9.
Result
This completes the repairs technically and the device can be delivered to the cu
stomer.
4.16
Displaying Equipment using Equipment List
Use
In this activity, you can check the current status of all listed equipment and u
pdate the equipment data.
Procedure
1.
SAP ECC menu
Logistics???Customer Service???Management of Technical Objects E
quipment???List Editing???Display
Transaction code
IH10
Business role menu
Customer Service???Service Planning???Display Equipment
The equipment status has changed to ECUS (on the customer side)
2.
On the Display Equipment: Equipment Selection screen, in the Equipment s
election area, in the field Material , enter Material number S300, and in the f
ield Serial number enter the serial number used in the steps before.
3.
Choose Execute.
The Display Equipment: General data screen is displayed.
The equipment contains various views. The Partners view on the Partner Data tab
page contains data on the customer; the SerData tab page contains the data on th
e material supplied.
4.
Choose the History button on the SerData tab page to trace the entire do
cument flow for the equipment.
5.
Choose back to the Display Equipment: SerNo.Detail screen.
The following steps are optional. If a customer warranty is assigned to the equi
pment, the system carries out a warranty check when you create a service notific
ation. Depending on the repair and warranty analysis, an invoice is created for
the customer, and you may have to bill the customer.
6.
Choose the Display???Change to change the equipment data.
7.
Choose the Location tab page.
8.
On the Change Equipment: Location screen make the following entries:
Field name
Description
Maint Plant
1000
Plant 1
9.
Choose the Organization tab page.
10.
On the Change Equipment: Organization screen make the following entries:
Field name
Description
Cost center
1701
Main work center (Plant)
SERV01 / 1000
Services: Work Center Technical Serv.
11.
Choose the Sales and Distribution tab page.
12.
On the Change Equipment: Sales/Distributi screen make the following entr
ies:
Field name
Description
Sales Org.
1000
Dom. Sales Org
Distribut. channel
10
Direct Sales
Division
10
Product Division 10
13.
Choose the Warranty data tab page.
14.
On the Change Equipment: Warranty data screen, go to the Customer warran
ty Section to carry out a warranty check.
15.
Make the following entries:
Field name
Description
Begin guarantee
Repair end date
Master warranty
<warranty number>
for example,
3000000000
Choose the warranty number for the 12-month guarantee by using
the search help, tab page: Master Warranty Text Search Help.
For Equipment / Material used in the production order check the warranty data, i
f existent.
16.
Choose enter.
17.
Choose Save to save your entries.
The message Equipment XX changed appears at the bottom of the screen.
18.
Result
The equipment has been checked.
4.17
Displaying Status of Repair Order
Use
You can now check the current status of the entire repair process.
Procedure
1.
SAP ECC menu
Logistics???Sales and Distribution???Sales???Order???Display
Transaction code
VA03
Business role menu
document??? Display
2.
Enter your sales order number and confirm your entry with Enter.
3.
On the Display SP: Repairs / Service XXX: Overview screen, choose the ma
in item and choose Repairs.
4.
You can see the number of devices delivered in the Delivered field in th
e Serviceable material data block.
5.
4.18
Use
In this step, you create the invoice to the customer for actual work performed.
In this scenario, no billing request will be created, but the actual billing doc
ument (debit memo) is created directly out of the service order.
Procedure
1.

SAP ECC menu
Logistics???Customer Service???Service Processing???Completion??
?Billing Request???Process Individually
Transaction code
DP90
Business role menu
Customer Service???Billing???CS: Resource-Related Billin
g Doc.
2.
Enter your service order number created in the step Change a Repair Orde
r Starting Repairs of this document.
3.
Confirm with Enter.
The expenses screen for the billing request appears automatically (Billing reque
st for resource-related billing document <new>: Expense). This screen shows the
actual expenses that the company incurred in providing the service.
4.
To save the billing request, choose the button Billing request.
5.
Confirm the messages Do you really want to create the Billing Request? w
ith Yes.
6.
In the Change SP: Repairs/Service XXX: Overview, choose in the menu Edit
???Display range???All items.
7.
Choose the billing item 10400, choose Goto?Item? conditions and add the
following condition type to the billing item:
CnTy (Condition Type) Amount Comment
YBS1
80
Surcharge Customer in %
8.
Choose Back
9.
Repeat the previous 3 steps for item 10500.
10.
On the Sales tab page, make the following entries:
Field name
Description
Billing block
Leave field blank
Absolutely necessary for billing
purposes
Order reason
No warranty
Use Key YR1
11.
Choose save to Save the SP: Repairs/Service order. This generates the ba
sis for the billing document.
12.
Result
The SP: Repairs/Service order is the billing request.
4.19
Creating the Billing Document
Use
In this activity, you generate the invoice from the SP: Repairs/Service order.
Procedure
1.
SAP ECC menu
Logistics???Customer Service???Service Processing???Completion??
?Billing Document???Create
Transaction code
VF01
Business role Sales Billing
(SAP_BPR_SALESPERSON-S2)
Business role menu
Sales???Billing???Create Billing Document
2.
On the Create Billing Document initial screen, maintain the following fi
elds:
Field name
Description
Document
Repair order
SP: Repairs/Service order from the previ
ous step
3.
4.
On the Debit Memo (L2) Create: Overview of Billing Items screen, the ite
ms for the services are proposed. Choose save to Save the proposed debit memo.
This generates the billing document. The number of the billing document created
is displayed in the status bar. The corresponding accounting document is created
in the background.
5.
Result
The billing document has been created and assigned to accounting.
5
Follow-up Processes
You have finished all activities that are part of the business process described
in this document.
To complete further activities in this business process, complete the process st
eps described in one or more of the following scenarios, using the master data f
rom this document.
5.1
Accounts Receivable (157)
Use
In this activity you post the incoming payment.
Procedure
cenario: Accounts Receivable (157) (sections Post Payments using Automatic Payme
nts Program, Post Incoming Payment from Customer Manually, Automatic Clearing of
Open Items in Customer Accounts, and Manual Clearing of Open Items in Customer
Accounts) using the master data from this document.
5.2
Period-End Closing Service Orders (189)
External Process
Use
Additional activities must be carried out in this project. These are executed co
llectively as a part of month-end closing. For detail about the month-end closin
g procedure, see Business Process Documentation for Period-End Closing Service O
rders (189).
Month-end closing can only be executed once a month.
To accomplish activities of the scenario, carry out the process steps Settlement
Service Orders and Close Completed Service Orders (Business View).
5.3
Sales: Period End Closing Operations (203) (optional)
External Process
Use
This scenario describes the collection of periodic activities such as day ending
activities or legal requirements like Intrastat and Extrastat reporting.
Procedure
cenario: Sales: Period End Closing Operations (203) (sections Review Sales Docum
ents Blocked for Billing, Review Billing Due List, Review Log of Collective Invo
ice Creation, Review List Blocked (for accounting) Billing Documents), Calculati
on of Work In Process (Service Provider) and Settling the Sales Order to Profita
bility Analysis (Service Provider) using the master data from this document.
6
Appendix
6.1
Reversal of Process Steps
In the following section, you can find the most common reversal steps, which you
can take to reverse some of the activities described in this document,
Create a Customer Contract
Transaction code ( SAP GUI)
VA41
Reversal:
Change the customer contract
VA42
Business role Service Agent (SAP_BPR_SERVAGENT-S)
Business role menu
Service Processing???Contracts???Change Contract
Comment You can change the customer contract.
Create a Service Notification
IW51
Reversal:
Change a Service Notification
IW52
Business role menu
Service Processing Notifications Change Service Notifica
tion
Comment Set the system status NOCO (Notification completed) and set system statu
s DLFL (Deletion Flag).
Change the Service Notification
IW52
Reversal:
Change a Service Notification
IW52
Business role menu
Service Processing???Notifications???Change Service Noti
fication
Comment Set the system status NOCO (Notification completed) and set system statu
s DLFL (Deletion Flag).
Create a Return Delivery with Reference to Sales Order
VL01N
Reversal:
Change a Return Delivery with Reference to Sales Order
VL02N
Business role Warehouse Clerk (SAP_BPR_WAREHOUSESPECIALIST-S)
Business role menu
Warehouse Management???Shipping???Change Outbound Delive
ry
Comment Choose Outbound Delivery
Delete.
Change a Repair Order
Starting Repairs
VA02
Reversal:
Change a Repair Order
VA02
Business role Sales Administration (SAP_BPR_SALESPERSON-S)
Business role menu
Sales???Sales Orders???Change Sales Order
Comment You can add or change item data.
Change the Service Order
IW32
Reversal:
Change the Service Order
IW32
Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S)
Business role menu
Comment If the order is not released: set the system status NCMP (Not completed)
with the function Do Not Execute. After that, set the system status DLFL (Delet
ion Flag).
If the order is released: set the system status CLSD (Closed) with the function
Complete (Business). After that set the system status DLFL (Deletion Flag).
Confirm the Materials Used
MB11
Reversal:
Goods Movement Cancel with Reference to Order
MB11
Business role menu
Customer Service Service Processing Goods Movement
Comment The goods movement with reference to the order is cancelled.
Post Goods Issues
VL01N
Reversal:
Reverse Goods Movement
VL09
Business role Warehouse Clerk (SAP_BPR_WAREHOUSESPECIALIST-S)
Business role menu
Warehouse Management???Shipping???Cancel Goods Issue for
Delivery Note
Comment Enter the Outbound Delivery Number and choose Execute (F8).
Close the Service Order

Technically
IW32
Reversal:
Cancel the Technical Completion
IW32
Business role menu
Menu item1???Menu item 2???Menu item 3???Menu Item 4
Comment Use Order???Functions???Complete???Cancel technical completion
Create a Billing Request
DP90
Reversal:
Cancel Billing Request
VF02
Business role Sales Billing (SAP_BPR_SALESPERSON-S2)
Business role menu
Sales Billing Change Billing Document
Comment You can change the billing request document before invoicing if necessar
y.
Create the Billing Document
VF01
Reversal:
Cancel Billing Document
VF02
Business role Sales Billing (SAP_BPR_SALESPERSON-S2)
Business role menu
Sales Billing Change Billing Document
Comment You cancel the customer invoice and posting to the accounting.
Close the Service Order Business View
IW32
Reversal:
Cancel the Business Completion
IW32
Business role menu
Comment Use Order???Functions???Complete???Cancel business completion
6.2
SAP ERP Reports
Use
The table below lists the most frequently used reports that help you to obtain a
dditional information on this business process.
You can find detailed descriptions of the individual reports in the following BP
D documents, which provide a comprehensive compilation of all important reports:
Financial Accounting: SAP ERP Reports for Accounting (221)
Logistics Processes: SAP ERP Reports for Logistics (222)
Note that the descriptions of some reports that are an indispensable part of the
process flow may be located directly in the section where they belong.
Reports
Report title
Transaction code
Comment
Service Notifications IW59
A list of service notifications.
Service and Maintenance Orders IW39
A printed list of orders.
Equipment list IH10
An equipment list with general data and more information
.
Cost Analysis MCI8
A list of order types contains information about the num
bers of unplanned and complete orders.
Orders: Actual/Plan Variance
S_ALR_87012993 An Overview of the actual and pl
an data on internal orders.
List: Orders
S_ALR_87012995 A List of orders by controlling area for a plan/
actual comparison
Actual Line Items
KOB1
A report for actual line items for orders.
Execute Report KE30
A report concerning plan/actual activities.
6.3
Used Forms
Use
In some of the activities of this business process, forms were used. The table b
elow provides details on these forms.
Common form name
Form type
Used in process step
Output type
Technical name
PM_COMMON
SapScript
After Release of the Service Order
Shop Pap
er

Service Order - Business

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Service Order - Business

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Contents

If you use trading goods (HAWA) you can either:

Display Equipment using Equipment List

Product or service grouping

X.XXXX has been copied to schedule line with Continue (Enter).

Option 1: SAP Graphical User Interface (SAP GUI)

Option 1: SAP Graphical User Interface (SAP GUI)

Close the Service Order

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