Repair Process in SAP CS (Customer Service) - Part I - SAP Blogs

10/26/2018 Repair Process in SAP CS (Customer Service) – Part I | SAP Blogs
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Repair Process in SAP CS (Customer

Service) – Part I
July 21, 2012 | 13,523 Views |
Former Member
PLM Enterprise Asset Management (EAM)/Plant Maintenance (PM)

SD Sales | sap cs customer service
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This blog on Repair Process is written to help SAP CS Consultant on

giving a complete understanding on how Repair Management is
captured in SAP. The experience of 2 implementation in Customer
Service is utilized to compile this blog on SAP CS. These posts are
https://blogs.sap.com/2012/07/21/repair-process-in-sap-cs-customer-service/ 1/20
created with inspiration & guidance from Priya Pathak (at IBM) who
work as a colleague on SAP Implementation Projects. The author works
with IBM presently.
As the length of this post is quite log, this is divided into Part I & Part
II. You can refer Part II for Settlement, Delivery & Billing Process.
1. Scope of the Post / Document
This document aims to serve the purpose of explaining how repair process can
be handled at manufacturing plants for the components or parts as well as 3rd
party parts (from external vendors).
We also cover how replacement can be executed as a part of standard SAP
Process from notification if business decides to have replacement instead of
repairing the item (repairing may be carried out but customer is supplied with
replacement part immediately & repaired part is then used as an independent
component)
2. Master Data Requirement
Below Master Data is mandatory to execute the below depicted SAP Standard
Repair Process-
1. Material Master Data

2. Equipment Master (linked to Material Master)
3. Process Steps – Repair Process
There are 10 process steps which need to be executed to complete the repair
process. As indicated before, it is imperative to have 2 master data in SAP
(Material Master & Equipment Master) created in advance before below steps
are executed.
3.1 Receiving Customer Complaint
On receiving customer complaint or return component for repair process,
notification needs to be created by business wherein information below can be
entered like-
Cause Codes
Defect Codes
Different activities can be entered which needs to be preformed to repair
the products
Priority
Incoming / Outgoing Calls etc.
Warranty validation is carried out within notification if equipment master has
got warranty dates & system correspondingly gives a message if the repair
product is in warranty or not.
Transaction Code – IW51
Notification- 300000104
Notification type needs to be entered (Z4) as indicated below-
3.2 Creation of Repair Sales Order
Within notification, mandatory fields as indicated below can be entered and
then repair order needs to be clicked within the action box on the right side-
This will give the pop up wherein repair sales order type, service material needs
to be entered, and save this as indicated below-
This generates the repair sales order & can be seen in the document flow of
notification-
SO-109000054
We check this repair sales order in VA03 Transaction code, note the repair
button at the bottom-
We can see in the repair tab there is one repair item we need to receive-
3.3 Return Delivery
To receive the repair material, we create returns delivery using Transaction code
VRRE, below details needs to be put-
Check the details in the returns delivery-
Return Delivery – 7008500050
3.4 Goods Receipt against Return Delivery for Repaired Item
Now, Goods receipt for the repair material needs to be done using VL02n
transaction code as indicated-
Pl check the document flow for material document-
Check the movement type used for return material-
Pl see above that this is non valuated material and there is no financial
postings.
3.5 Service Order Creation from Repair Order
Now we create the service order for this return material from sales order VA03
transaction, hit the proposal button below as indicated-
This calls for the task list (list of work centers maintained for the service
material)-
Confirm the availability control, save the Sales Order, which will create the
service order in the background.
To check the service order, hit on button below as indicated in VA03 Transaction
code-
System would take you to IW33 transaction code where you get to see the
service order created.
Service Order – 4000084 is created. Service Order can be seen below in
transaction IW33-
3.6 Service Order Updation with Operations, Components & Settlement
Rule of Cost Centre
Now, based on the requirement to repair the returned product, put in the
operations required-
Add on components can also be put in which would be required for the repairing
of returned product-
We update the settlement rule-
Cost Centre needs to be put for service / repair process; this is where cost of
operations & components would be settlement-
3.7 Service Order Confirmation
We come to IW42 transaction to confirm the operations and issue the
components to service order as below
Save this. You can check in service order (IW33) to check the goods movement
of components
You get the material document. Pl check the movement type and accounting
document-
Goods issue accounting entries are as below-
In the cost tab of service order, we can check the costs-
Planned & actual costs are displayed-
You may refer a separate post for Part II for Settlement, Delivery &
Billing Process.
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8 Comments
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Former Member
July 23, 2012 at 10:36 am
Good end to end article on Repair Process.
Former Member
July 23, 2012 at 10:36 am
Good explanation with the help of screenshots.
Former Member
July 29, 2012 at 1:54 pm
Thanks for sharing the process flow on Repair process.

This being one of the niche area of SAP, there is very less material available on SCN
and other SAP forums. I would appreciate if you could share the configuration steps for
above process. This will be a good value addition.
Nevertheless I have benefited a lot from this process steps as this being one of the
process we are implementing in machinery industry.
Thanks a ton Rahul.
Former Member
September 7, 2012 at 5:39 am
Thanks Rahul
venu gopal
January 22, 2014 at 12:58 pm
Mind Blowing .. very good document you have shared …
venu gopal
January 23, 2014 at 5:57 am
Dear Any body tell me
one doubt here In va03 t.code material is 10000017 is there after clicking
repair tab service material is coming 10000012 ok but when he enterd
Order type — sales org–dist–division
here materail is 10000012 and service material is 10000017 so how it come

reverse
my doubt is in va03 material would be 10000012 and service material would

be 10000017
So plz make me clear.
NOTE: In general business process once we got any return delivery from
customer after we careat another delivery for dameged goods
here we will recive Rapir product in VRRE Then we will give repair
product to customer right after repairing that one or new item so here
no need to create another delivery to customer ?
Before this we have to create warranty process via WTY T.code ?
Former Member
July 16, 2015 at 2:59 pm
Thanks, Rahul, very good document.
Mehmet Ozgur Unal
February 11, 2017 at 8:14 am
Well explained with examples.
Keep it up!
Regards
M.Ozgur Unal
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10/26/2018 Repair Process in SAP CS (Customer Service) – Part I | SAP Blogs

Repair Process in SAP CS (Customer

PLM Enterprise Asset Management (EAM)/Plant Maintenance (PM)

This blog on Repair Process is written to help SAP CS Consultant on

1. Scope of the Post / Document

be handled at manufacturing plants for the components or parts as well as 3rd

party parts (from external vendors).

We also cover how replacement can be executed as a part of standard SAP

Process from notification if business decides to have replacement instead of

replacement part immediately & repaired part is then used as an independent

2. Master Data Requirement

1. Material Master Data

3. Process Steps – Repair Process

process. As indicated before, it is imperative to have 2 master data in SAP

3.1 Receiving Customer Complaint

On receiving customer complaint or return component for repair process,

notification needs to be created by business wherein information below can be

Warranty validation is carried out within notification if equipment master has

product is in warranty or not.

Transaction Code – IW51

Notification type needs to be entered (Z4) as indicated below-

3.2 Creation of Repair Sales Order

Within notification, mandatory fields as indicated below can be entered and

to be entered, and save this as indicated below-

button at the bottom-

3.3 Return Delivery

VRRE, below details needs to be put-

Check the details in the returns delivery-

Return Delivery – 7008500050

3.4 Goods Receipt against Return Delivery for Repaired Item

transaction code as indicated-

Pl check the document flow for material document-

Check the movement type used for return material-

3.5 Service Order Creation from Repair Order

transaction, hit the proposal button below as indicated-

service order in the background.

service order created.

Service Order – 4000084 is created. Service Order can be seen below in

3.6 Service Order Updation with Operations, Components & Settlement

Rule of Cost Centre

We update the settlement rule-

operations & components would be settlement-

3.7 Service Order Confirmation

We come to IW42 transaction to confirm the operations and issue the

components to service order as below

Goods issue accounting entries are as below-

In the cost tab of service order, we can check the costs-

Planned & actual costs are displayed-

July 23, 2012 at 10:36 am

Good end to end article on Repair Process.

July 23, 2012 at 10:36 am

Good explanation with the help of screenshots.

July 29, 2012 at 1:54 pm

Thanks for sharing the process flow on Repair process.

Thanks a ton Rahul.

September 7, 2012 at 5:39 am

January 22, 2014 at 12:58 pm

Mind Blowing .. very good document you have shared …

January 23, 2014 at 5:57 am

Dear Any body tell me

here materail is 10000012 and service material is 10000017 so how it come

my doubt is in va03 material would be 10000012 and service material would

So plz make me clear.