© SAP AG 2001
LO110 Customer Service
LO110LO110
Customer ServiceCustomer Service
R/3 System Release 4.6C June 2001 Material number 50045202
© SAP AG 2004
Copyright 2004 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
Copyright
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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
Prerequisites
Required:
SAP01 (mySAP.com Overview) or
SAP20 (mySAP.com Application Fundamentals)
Recommended:
SAPPLM (mySAP PLM Overview)
Basic knowledge and experience of the business processes in Service
© SAP AG 1999
Target Group
AudienceProject team leaders
Members of the project team in charge of modeling the business processes in Customer Service
Decision makers responsible for selecting an EDP-supported service system
Duration: 5 days
(C) SAP AG LO110 1-1
© SAP AG 1999
Course goals
Course objectives
Course content
Course overview diagram
Main business scenario
Contents:
Course Overview
(C) SAP AG LO110 1-2
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This course will prepare you to:
Obtain an overview of the CS component
Identify the most important business processes in Service
Understand the integration with other R/3 components
Answer questions about system installation
Course Goals
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© SAP AG 1999
At the conclusion of this course, you will be able to:
Use the R/3 transactions for Customer Service
Describe how processes are represented and supported in the R/3 System
List the evaluation options
Course Objectives
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Unit 7 Returns and Repairs
Unit 8 Service Contracts
Unit 9 Planned Customer Service
Unit 10 Evaluations
Unit 11 Conclusion
Unit 1 Course Overview
Unit 2 Navigation
Unit 3 CS - Overview
Unit 4 Technical Objects
Unit 5 Helpdesk
Unit 6 Field Service Planning
Preface
Course Content
Appendix
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Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
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© SAP AG 1999
The company IDES produces EDP equipment and provides services for it.
Services are also provided for equipment produced by other manufacturers.
The company knows the equipment installed at the customer site.
The services are provided on site at the customer and in an internal service center.
Some of the services are performed by external companies.
Long-term contracts covering particular services are concluded with the customer.
Main Business Scenario
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Navigation in the system
User-specific settings
Navigation in the mySAP Workplace
Contents:
Navigation
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Identify the elements of a typical window
Navigate in the system
Personalize your user settings
Describe and use the mySAP.com Workplace
At the conclusion of this unit, you will be able to:
Navigation: Unit Objectives
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Course Overview
PLM Interface 33
Product Replication
Classification 66
77
22
NavigationNavigation 11 55
Variant Configuration
Document Management
Material Master / Bill of Material / EWB / Portal 44 88Change Management
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New users need to familiarize themselves with the screens in the system and define their personal default settings
Navigation: Business Scenario
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© SAP AG 1999
Logging On to the System
Client
UserPassword
Language
New Password
SAP R/3SAP R/3
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User System Help
You can place your own text onthe initial screen: See SAP Note 205487
If you have problems logging on, contact Donna Moore, x486
SAP R/3 Systems are client systems. The client concept enables the parallel operation, in one system, of several enterprises that are independent of each other in business terms. The components SAP Business Information Warehouse (BW) and SAP Knowledge Warehouse (KW) are exceptions to this: in these cases only one client is used. During each user session you can only access the data of the client selected during logon.
A client is, in organizational terms, an independent unit in the system. Each client has its own data environment and therefore its own master data and transaction data, assigned user master records and charts of accounts, and specific Customizing parameters.
For a user to log on to the system, a master record must exist in the system for that user. To protect access, a password is required for logon. The password is hidden as you type (you only see asterisks).
SAP R/3 Systems are available in several languages. Use the Language input field to select the logon language for each session.
Multiple logons are always logged in the system beginning with SAP R/3 4.6. This is for security as well as licensing reasons. A warning message appears if the same user attempts to log on twice or more. This message offers three options: Continue with current logon and end any other logons of the same user in the system Continue with current logon without ending any other logons in the system (logged in system) Terminate current logon attempt
You can place your own text on the initial screen in a number of ways. For more information, see the SAP Note mentioned above. The GuiXT (covered at the end of this chapter) offers a further option.
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© SAP AG 1999
SAP Easy Access - Standard
SAPSAP EasyEasy AccessAccessOther Menu
Menu Edit Favorites Extras System Help
Create Role Assign User Documentation
FavoritesSAP Menu
OfficeLogisticsAccountingHuman ResourcesInformation SystemsTools
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You are greeted by your logo in the right-hand part of the window.
SAP Easy Access is the standard entry screen displayed after logon. You navigate through the system using a compact tree structure.
You can include an image on the right-hand side of the screen such as your company logo. This image can only be entered systemwide, and is a cross-client setting. Assuming you have the appropriate authorization, you can find a detailed description of the necessary settings by choosing Extras → Administration Information. Note that this image is stored in the system and transported to the SAP Frontend every time it is called by SAP Easy Access. Although this transfer is compressed, the image for the initial screen should not be bigger than around 20 kB. You can prevent this image being called either by using the setting Low Speed Connection in the SAPLogon program (see SAP Note 161053), or by switching off the calling of the image under Extras→Settings. See also User-Specific Personalization.
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Role-Based User Menu
SAPSAP EasyEasy Access Access -- Enjoy User MenuEnjoy User MenuOther Menu
Menu Edit Favorites Extras System Help
Create Role Assign User Documentation
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FavoritesGreat Transactions
SM50 - Prcoess OverviewVA01 - Create Sales Order
Interesting WWW PagesURL - The Herald TribuneURL - Time Magazine
Important FilesURL - Vacation Planning
Enjoy User MenuURL - SAP Notes (User / PW req.)Accounts Receivable
FD02 - Change Customer (Accountin
Favorites chosen by the userreduce navigation time
A role-based menu contains the activities that the user can execute based on the role assigned to the user in the system.
Sales and DsitributionTools
Materials Management
A Role describes a set of logically linked transactions in the system. These represent the range of functions users typically need for their work.
User roles (previously “activity groups”) have to be set up using the Profile Generator so that SAP R/3 System users can work with user-specific or position-related menus.
The authorizations for the activities listed in the menus are also assigned to the users using user roles. With Release 4.6, predefined user roles from all application areas are included in the standard system.
Users who have been assigned a user role can choose between the user menu and the SAP standard menu.
The above screen shows the role-based user menu for a user with the name "Enjoy". You can find roles that are supplied in the standard SAP R/3 System by choosing Other menu on the SAP Easy Access initial screen.
Every enduser can personalize the initial screen using Favorites. You can create your own Favorites list containing the transactions, reports, files, and Web addresses that you use most often.
You can add favorites either by choosing Favorites or by using the mouse to “drag & drop” items into the Favorites directory.
(C) SAP AG LO110 2-8
© SAP AG 1999
Screen Elements
System System Function Function Name: Name: ActivityActivity
Menu Edit Favorites Extras System Help
Choose Save
Input field
TickSelection 1
Selection 4
Selection 2Selection 3
OptionsOption 1Option 2Option 3Option 4Option 5
Display Edit
Overview
NeutralPositive
System Message T70 (1) (400) iwdf5070 INS Status Bar
Application Toolbar
Command Field Standard Toolbar
CheckboxesRadio ButtonsPushbuttons
Tab Page
This screen is made up of various screen elements. It does not match an actual
screen in the system.
Command field: You can use the command field to go to applications directly by entering the transaction code. You can find the transaction code either in the SAP Easy Access menu tree (see the page User-Specific Personalization) or in the appropriate application by choosing System→ Status.
Standard toolbar: The icons in the standard toolbar are available on all SAP R/3 screens. Any icons that you cannot use on a particular screen are dimmed. If you leave the cursor on an icon for a moment, a QuickInfo appears with the name (or function) of that icon. You will also see the corresponding function key. The application toolbar shows you which functions are available in the current application.
Checkboxes: Checkboxes allow you to select several options simultaneously within a group. Radio buttons: Radio buttons allow you to select one option only. Tabs: Tabs provide a clearer overview of several information screens. Status bar: The status bar displays information on the current system status, for example, warnings or error messages.
Other elements are: Menu bar: The menus shown here depend on which application you are working in. These menus contain
cascading menu options. Title bar: The title bar displays your current position and activity in the system.
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Selecting Functions
Menu Edit Favorites Extras System Help
SAPSAP EasyEasy Access Access -- Enjoy User MenuEnjoy User Menu
Create sessionEnd sessionUser profileServicesUtilitiesListServices for objectObject historyOwn spool requestsOwn JobsShort MessageStatus...Log off
FavoritesEnjoy User Menu
URL - SAP Notes (User / PW req.)Accounts Receivable
FD02 -Change Customer (AccountMaterials ManagementSales and DistributionTools
... using the transaction code in the command field
... using SAP Easy Access and Favorites
... using the menu path
You can select system functions in the following ways: Use the mouse to choose: Menu options, Favorites, and SAP Easy Access options Use the keyboard (ALT + the underlined letter of the relevant menu option) Enter a transaction code in the command field: A transaction code is assigned to each function in SAP R/3 Systems. You can access the assigned transaction code from any screen in the system. For example, to display customer master data, enter /n and the appropriate transaction code (in this case /nfd03). You can find the transaction code for the function you are working in under the Status option of the System menu. Other possible entries: - /n ends the current transaction. - /i ends the current session. - /osm04 creates a new session and goes to the transaction specified (SM04).
You can also use the keyboard to go to the command field. Use the CTRL + TAB key combination to move the cursor from one (input) field group to the next. Use TAB to move between fields within a group.
By entering search_sap_menu in the command field, you can search for and display the menu path for an SAP transaction. You can also search for text strings.
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Field Help: F1 and F4
Display Display CustomerCustomer: Initial : Initial ScreenScreen
Customer Edit Goto Extras Environment System Help
Customer
Company Code
Restrictions
Company Code
Company Name
City
Currency
Restrict Number to
1000Customer
SAP A.G. Walldorf EURCo... Company Name City Cur...
Restrictions
IDES AG 1000 Frankfurt UNIIDES Canada Toronto CADIDES AG Frankfurt UNI
Customer account number
A unique key is used to clearly identify the customer within the SAP
System.
Procedure
When creating a customer master record, the user either enters the
account number of the customer or has the system determine the
number when the record is saved, depending on the type of number
assignment used. The account group determines how numbers are
assigned.
F4 Help: Displays Possible Entries
F1 Help: Displays the Meaning ofFields and Technical Information
Entries Found
For help on fields, menus, functions, and messages, use F1. F1 help also provides technical information on the relevant field. This includes, for example, the parameter ID, which you can use to assign values for your user to input fields , which have to refer to these parameter IDs.
For information on what values you can enter, use F4. You can also access F4 help for a selected field using the button immediately to the right of that field.
If input fields are marked with a small icon with a checkmark, then you can only continue in that application by entering a permitted value. You can mark many fields in an application as either required entry fields or optional entry fields. You can also hide fields and preassign values using transaction or screen variants or Customizing.
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Menus: System and Help
SAPSAP EasyEasy AccessAccessOther Menu
Menu Edit Favorites Extras System Help
Rolle anlegen Benutzer zuordnen Documentation
FavoritesSAP Menu
OfficeLogisticsAccountingPersonnelInformation SystemsTools
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Create SessionEnd SessionUser profileServicesUtilitiesListServices for objectObject historyOwn spool requestsOwn jobsShort messageStatus...Log off
Application helpSAP LibraryGlossaryRelease NotesSAPNetFeedbackSettings...
Both of these menus are available on every screenand always offer exactly the same options.
The System menu contains, among others, the following options: Create/End Session: Allows you to create and end sessions. The maximum number of sessions can be set to a number between 2 and 6 by the system administrator using the parameter rdisp/max_alt_modes.
User profile: This is where you can enter user-specific settings. For example, you can use Parameter IDs in Own Data, in order to set default values for specific user-dependent fields in the system (for example the company code field).
List: Contains important list functions, such as searching for character strings, saving in PC files, printing, and so on.
Status: Enables you to display important user and system data. Log off: Ends the R/3 session with a confirmation prompt.
The Help menu contains, among others, the following options: Context-sensitive Application Help Access to the SAP Library (see previous page) a Glossary ...
(C) SAP AG LO110 2-12
© SAP AG 1999
SAP Library
SAP Library - SAP Library
SAPLibrary
Contents Index Search SAP LibraryRelease 4.6C, March 2000
IDES
Getting Started
Release Notes
Implementation Guide
Glossary
© Copyright 2000 SAP AGAll rights reserved.
You can access the complete online
documentation for the system using the SAP
Library
SAP R/3 Systems provide comprehensive online help. You can display the help from any screen in the system. You can always request help using the Help menu or using the relevant icon (the yellow question mark).
You can access the SAP Library quickly and comfortably by using the SAP Service Marketplace. There you can find the SAP Help Portal under Knowledge and Training, where you can not only access Help in HTML format, but can also perform efficient full-text searches in the SAP Library. If you have the SAP Library installed, you also have, of course, these opportunities within your company.
You can access the Help Portal directly at http://help.sap.com
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© SAP AG 1999
User-Specific Personalization
SAPSAP EasyEasy AccessAccessOther Menu
Menu Edit Favorites Exrtas System Help
Rolle anlegen Benutzer zuordnen Dokumentation
FavoritesSAP Menu
OfficeLogisticsAccountingHuman ResourcesInformation SystemsTools
T70 (1) (400) iwdf5070 INS
Administration InformationAssign userDisplay DocumentationTechnical DetailsSettingsSet Start Transaction
Ctrl+Shift+ F8
Shift+ F6
Shift+ F7Shift+ F9
Ctrl+Shift+ F10
Display favorites at end of list
Settings
This is used to specify settings
Do not display menu, only display favoritesDo not display pictureDisplay technical names
Options ...Generate GraphicCreate Shortcut ...Activate GuiXTDefault SizeHardcopyQuick Cut and PasteAbout...
Different Settings options make working with the system easier
The end user has many possibilities for personalizing the system. Some are described below: You can alter the layout of your initial screen under Extras → Settings, for example by switching off the image in the right-hand part of the window or by turning on the option to display the technical names (transaction codes) in the SAP Easy Access Menu.
Among other things, you can activate a quick cut and paste in the Options menu. Using Options you can change the reaction speed of the QuickInfo that is displayed when you hold your mouse cursor over an icon or a push button.
By following the path System→ User profile→ Own data, you can set personal standard values. You can choose the tabs Address, Defaults, and Parameters. As an example, the setting of Parameters is explained here: - Parameters: Here you can set defaults for frequently used input fields. In order to be able set a
default value for a field, it must have been assigned a Parameter ID. Procedure for finding the Parameter ID: Go to the field for which you wish to set a default
value. Select the F1 help, and then choose Technical Info. The system displays an information window that contains the relevant parameter ID under the heading Field Data (as long as the field has been assigned a Parameter ID).
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Personalizing the Frontend with GuiXT
FD03 with GuiXTFD03 without GuiXT
Example from http://www.guixt.com
SAP R/3 Systems offer numerous options for settings and adjustments: Define default values for input fields Hide screen elements Deactivate screen elements (dimmed) You can do this by, for example, defining transaction variants.
SAP offers GuiXT, as of SAP R/3 Release 4.6. In addition to all of the above functions, you can now: Include graphics Convert fields and add pushbuttons and text Change input fields (or their F4 help results) into radio buttons
GuiXT scripts are stored on the Frontend. In accordance with local scripts (which can also be stored centrally), the GUIXT scripts determine how data sent from the application server is displayed. These scripts can be standard throughout a company, or they can be different for each Frontend.
NOTE: The GuiXT will support the mySAP.com Workplace only as of the end of the year 2000. This means that until then you should use either the SAP GUI for the Windows Environment and the GuiXT or the mySAP.com Workplace with the SAP GUI for HTML (or the SAP GUI for Java or the SAP GUI for Windows).
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Elements of the Workplace
mySAP.com-Marktplatz Aktualisieren Anpassen Getting Started Info
Willkommen Willi WorkplaceIn UseStart PageWorkplace FavoritesRoles
Demonstration Role
Web Search
Search in Start Search
WorkSpace (MiniApps, Transactions, & Web Pages)LaunchPad
Drag&Relate
Expand/Collapse LaunchPad Log off from the Workplace
The graphic above shows Release 2.11 of the mySAP.com Workplace. You call the mySAP.com Workplace by entering the relevant URL (Internet address) in a Web Browser. Usually this is done by clicking a link (instead of being entered manually). The syntax for the URL of the Workplace is typically <protocol>://<webserver>[:<port>]/scripts/wgate/sapwp/!, for example: https://workplace.wdf.sap-ag.de:1042/scripts/wgate/sapwp/!
The ! is an essential part of the call. The browser window of the mySAP.com Workplace consists of three areas:
When working with the mySAP.com Workplace, the roles containing the entries relevant to your job appear in the LaunchPad. You can also add your own entries (Favorites) to the LaunchPad.
When you log on to the mySAP.com Workplace, the list of MiniApps (for example: the StockTicker, news, overview lists, or reports) that are assigned to your role appears in the WorkSpace on the right-hand side, as well as MiniApps that you have added yourself. If you start a particular transaction in the LaunchPad (for example, the transaction for booking invoices), this application is executed in the WorkSpace on the right-hand side.
Session handling in the Workplace allows you to hold several applications at the same time in channels. The individual channels are displayed as icons in the In Use folder. By clicking on the entries, you can switch between the different applications.
Using Drag&Relate you can link objects from one application with another with a simple mouse click and execute them from there.
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Active Applications (In Use)
mySAP.com Marketplace Update Personalize Getting Started Info
Welcome Julie ArmstrongIn UseStart PageWorkplace FavoritesRoles
Demonstration Role
Web Search
Search in Start Search
Optionen
Workplace Favorites Start Page General
Change Role Sequence
Standardsprache der Komponentensysteme
Allow More Than One Application in the Area “In Use“(Requires Restart of the Workplace)
Close Applications Without Confirmation
Display Dialog for Drag&Relate
Test
Language (for all Systems)
Client QW2/050
Logonlanguage
Logon language
OK Cancel
ActivateSession Handling
Initial Screen(MiniApps)
Personalize
The In Use area: You can manage multiple windows (Workplace Views) oin this folder in the LaunchPad. You can switch from one Workspace View to another without affecting the applications that you are running.
To be able to operate multiple Channels at the same time, you must change your personal settings for the Workplace. Choose Personalize, and then the General tab. In the Options sections, check the option Allow More Than One Application in the Area “In Use”. After this is activated, multiple parallel channels are available.
In the example above, only the Start Page (“Home”) is shown in use, with an illustration of its assigned MiniApps.
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Workplace Favorites
mySAP.com Marketplace Update Personalize Getting Started Info
Welcome Julie ArmstrongIn UseStart PageWorkplace FavoritesRoles
Demonstration Role
Web Search
Search in Start Search
Delete
Apply
OK Cancel
Test
New FolderNew Web Address
Display in a separate browser window
Web Address http://help.sap.com
Name Online Documentation
Attributes Available in Roles
Favorite TransactionsWWW Addresses
Time MagazineInternational Herald Tribune
Workplace Favorites Start Page General
Workplace Favorites
Add Favorites using Drag&Drop or Personalize
Test Web Pages andAdd them to the Favorites List
You can personalize the LaunchPad using Favorites. By choosing Personalize (or by choosing the Personalize icon), you open a new window. You can create and (re)name your own folders in the left-hand part of the tab page Favorites, as well as moving them and changing their grouping.
You can enter Web addresses (URLs) in the right-hand part. These are then available in the Favorites folder in the LaunchPad. You should test your favorites by choosing the Test button before you add them to your favorites list. A favorite that requires a complete browser window is not suitable for displaying in the WorkSpace of the mySAP.com Workplace.
You can see the entries in your LaunchPad that were assigned to you by your system administrator on the second tab page, Available in Roles. This contains, for example, transactions. If you use a transaction frequently, you can define this as a favorite. To do so, click the relevant transaction and choose Add.
You can also add to and edit your favorites directly form the LauchPad. Using Drag&Drop, you can add frequently used transactions to the Favorites folder.
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Personalizing MiniApps
mySAP.com Marketplace Update Personalize Getting Started Info
Welcome Julie ArmstrongIn UseStart PageWorkplace FavoritesRoles
Demonstration Role
Web Search
Search in Start Search
Workplace Favorites Start Page General
New MiniApp
LinesHeight
Test
Web Address http://www.sap.com/MiniApps
Name MiniApp Community
Attributes Available MiniApps
10 Minimized
OK Cancel
Apply
Displayed in Work Area
List View Layout Preview
Web Search
Reuters News
ZCALCULATOR
Hide
MiniApps are Web applications or documents that are simple and intuitive to operate. After you have started the mySAP.com Workplace, they offer you a quick overview and access to the functions that are most important to you on the initial screen.
You are assigned the MiniApps in the Workspace by your system administrator, but you can also add your own MiniApps.
By choosing the menu option Personalize (or alternatively by choosing the Personalize icon), you open a new window. You can add your own MiniApps on the right-hand side of the tab page Start Page under New MiniApps. Also enter the Web address (URL), a name for the MiniApp, and the height in lines. Test MiniApps before adding them. You can easily rename and reassign them later.
You can change and adjust the format of MiniApps. On the tab page MiniApps, you can change the order in which the MiniApps are displayed on the Workplace or choose your desired display format (minimized or expanded).
Take note of the address http://www.sap.com/miniapps. This is the homepage of the MiniApp community. Here, you can find current information about available MiniApps in SAP systems and about Internet services that you can add to those available in your Workplace.
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Workplace: Advantages
User-FriendlinessRole-based accessTailored to match your needsAccess from anywhere
Efficiency“Drag&Relate”Uniform accessLog on only once
OpennessStandard Internet user interfaceComponents from SAP andother providersExtendable role specifications
Low Total CostsNo installation expenses at the PC workstationStandardizationUncomplicated maintenance
SecurityCentral administrationControlled access
Productivity
User Enterprise
Both the user and the enterprise profit from the advantages of the mySAP.com Workplace.
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You are now able to:
Navigation: Unit Objectives
Navigate in the system
Identify the elements of a standard window
Personalize your user settings
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Navigation - Exercises
Unit: Navigation Topic: Basic Functions
At the conclusion of these exercises, you will be able to:
• Log on to an SAP system
• Identify transaction codes
• Access SAP Library information
• Use the F1 help to find field information
• Use the F4 help to search for possible field values
As a new SAP system user, start to navigate in the system using menu paths and transaction codes, and use the various types of online help.
All menu paths in the exercises refer to the SAP standard menu.
1-1 Logging on the system
Select the corresponding system for this training course. Enter the client, user name, initial password, and the logon language specified by the instructor. When logging on for the first time, a window appears in which you must enter a new password twice. Note the
Client: _ _ _ User: _ _ _ _ _ _ _ _ Password: __________ Language: _ _.
1-2 What is the maximum number of parallel sessions (windows of the SAP system) can you open by choosing System Create session?
Number: __
1-3 What are the functions called that you access using the following SAP standard menu paths and what are the corresponding transaction codes?
1-3-1 Tools → Administration → Monitor → System Monitoring → User Overview
Function name: ___________________________________________
Transaction: _________________________________________________
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1-3-2 Accounting → Financial Accounting → Accounts Receivable→ Master records→
Display
Select Customer 1000 in Company code 1000 to access the following screen.
Function name: ___________________________________________
Transaction: _________________________________________________
1-4 Help
1-4-1 On the SAP Easy Access initial screen, if you choose Application Help ("Help" menu), you branch to which area of the SAP Library?
_________________________________________________________
To answer the question below, you must call the transaction for displaying the customer master record.
1-4-2 Use the F1 help for the Customer field to answer the following question. What do you use the Customer field for? Summarize the business-relevant information here.
______________________________________________________
1-4-3 Use the F1 help for the Company code field. To which business area of the SAP Library does the system branch when you choose the Application Help icon at the top edge of the F1 help window?
______________________________________________________
1-4-4 Which icon at the upper edge of the F1 help window can you use to find the parameter ID for the Company code field? ______________________________________________________
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1-4-5 Use the F4 help for the Customer field to find the number of customer "Becker ##". To do this, call the F4 help and use the search term "Becker*".
Hint: ## is your group number.
___________________________________________________
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Unit: Navigation Topic: User-Specific Settings
At the conclusion of these exercises, you will be able to:
• Fill a field with default parameters
• Make various user-specific settings
• Maintain your favorites list
• Define a user-specific start transaction
Start to define various user-specific settings.
Optional exercises are marked with an asterisk (*).
2-1 Define user parameters.
2-1-1 Assign a default value to the Company code field for your user.
Hint: Your instructor will specify the Company code value (such as "1000"). You can find a hint on default values in the notes on the "User Settings" page.
Parameter: ___ ___ ___
Parameter value: ___ ___ ___ ___
2-2 Define user-specific settings by choosing System --> User Profile --> Own Data.
2-2-1 Set your Logon Language to the language that you are using in the training course.
2-2-2 Define the Decimal Notation and the Date Format you require.
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2-3 Maintain favorites
2-3-1 Create at least one new folder below the favorites folder.
2-3-2 Add two of your favorite transactions to this folder.
2-3-3 Add the Internet address “http://www.sap.com” below the title “SAP Homepage”.
2-4* Define a start transaction in the "Extras" menu.
2-4-1 Set a transaction as the start transaction. You must now log off and on again so that the system can update the changes.
Hint: You can also reset the start transaction to the standard value simply by deleting your entry.
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Solutions
Unit: Navigation Topic: Basic Functions
1-1 Log on to the system indicated by the instructor and change your password.
1-2 To create and end sessions, choose System → Create session (or choose the corresponding icon) and System → End session. Depending on the system setting, up to six sessions can be opened simultaneously during one user terminal session.
1-3 You can find the transaction code under System → Status. These screens and transaction codes correspond to the menu paths:
1-3-1 SM04 for User List
1-3-2 FD03 for Customer Display: General Data
1-4 Help
1-4-1 The Getting Started unit is displayed with information about using SAP Easy Access.
1-4-2 Suggestion: The Customer field is used within an SAP system to identify a customer uniquely.
1-4-3 FI Accounts Receivable and Accounts Payable
1-4-4 Using the Technical Info icon you can find: Parameter ID: BUK
1-4-5 Customer## (## is your group number)
If you use the F4 help for the Customer field, a dialog box appears in which you can enter various search criteria.
The different tabs on the dialog box contain different search criteria. Use the Search term search criteria and enter the following data:
Criterion Name Value
Search term Becker*
If you perform the search using the Enter key, a list of possible hits is displayed, from which you can select the corresponding value.
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Unit: Navigation Topic: User-Specific Settings
2-1 Define user parameters
2-1-1 To define default values for a field, you need the parameter ID of the field concerned. To find this, you must first select a transaction that contains this field. Position the cursor on the corresponding field (just click on it with the mouse).
Choose F1 → Technical Information → Parameter ID to display the information you require. For the Company code field, the parameter is BUK.
Now enter this parameter into your user settings (System → User Profile → Own Data) in the Parameter tab and assign it the value that will be valid for the object in future. Then save your data.
2-2 Define user-specific settings
2-2-1 To set the logon language, go to the user profile (System → User Profile → Own Data) and then choose the Defaults tab. Enter the logon language you require in Logon Language.
2-2-2 See 2-2-1
2-3 Maintain favorites
2-3-1 To place favorites in a folder, you must first create a folder (functional areas): Favorites → Insert folder with a name of your choice. You can create as many folders as you like. You can move folders using the mouse to “drag & drop” them.
2-3-2 To create favorites, select specific applications (transactions) in the menu tree of the SAP standard menu that you require as favorites (those applications that you use daily). You can add entries to your favorites list by selecting the application and choosing Favorites → Add. You can subsequently move favorites into folders by choosing Favorites → Move favorites. You can also move favorites using the mouse to “drag & drop” them.
2-3-3 You create Internet addresses by choosing Favorites → Add Web address or file.
2-4 Define a start transaction
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2-4-1 Extras → Set start transaction
Enter a transaction and then choose Enter. The system message in the status bar displays that this transaction will be the start transaction the next time you log on. Hint: To reset this action, you must choose the menu path again and delete the transaction code you entered. The next time you log on to the system, the initial SAP Easy Access screen will be displayed again.
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© SAP AG 1999
CS - Overview
Service - Overview
Organizational elements
Master data
Contents:
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Describe the most important business processes in Service
List the organizational elements relevant for Service
List the most important master data
Display master records
At the conclusion of this unit, you will be able to:
CS - Overview: Unit Objectives
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Returns and RepairsReturns and Repairs
Course Overview Diagram
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
CS - Overview
PlannedPlannedCustomer ServiceCustomer Service
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CS - Overview: Business Scenario
In Service, various services are provided for the customer.
The service department is part of the overall enterprise organization.
Our company maintains relationships with various internal and external partners.
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Service - Overview: Topic Objectives
Describe the most important business processes in Service
List the basic functions of the R/3 component CS - Customer Service
At the conclusion of this topic, you will be able to:
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ServiceServiceproviderprovider
ServiceServicerecipientrecipient
InternalInternal ExternalExternal
InternalInternalPlant
maintenanceExternalservice
(purchasing)
ExternalExternal CustomerCustomerserviceservice
Service - Service Categories
On the one hand, the service categories are distinguished according to whether the service providers are internal or external companies.
On the other hand, they can be distinguished according to whether the services are performed for the company itself or for another company.
This course deals with Customer Service, that is, our company provides services for the customers.
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Helpdesk
Assembly of technical objects
Dispatch of spare parts
Repairs by field service technicians
Repairs in the service center
Regular inspection and preventive maintenance
Services
CS supports the execution of the following services: Helpdesk: Recording, processing and forwarding of incoming customer requests Assembly of technical objects on site at the customer Dispatch of spare parts to the customer Repair of customer devices by field service technicians on site at the customer Repair of customer devices in the service center, that is, in house Regular inspection and preventive maintenance of customer devices in the service center or at the customer site
The services can be agreed in a contract or provided without contractual cover. Moreover, you can represent all other types of services, for example, cleaning, consulting and training using CS.
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Service - Process
Quotation
Purchase order
Order
Planning ExecutionReqmt /request
Completion PaymentInvoice
CustomerTechnical objects
Contact person
Service providerOrganization 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.
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CS - Main Functions
Technical Serviceable Items
Service Processing
Service Agreements
Customer Interaction Center Solution Database
Information System
Service notifications
Service orders Billing
Contracts Warranties Maintenance planning
Work scheduling
Sales orders
Technical serviceable items: Functions are available here for representing the technical systems and equipment installed at the customer site.
Service Processing: Service notifications for entering and processing customer inquiries or problems Service orders for planning, execution and settlement of work for the customer Sales orders for the delivery of goods and returns processing Billing for the creation of invoices
Service agreements: Contracts as long-term agreements with the customer Warranties for the technical objects sold Maintenance planning for the execution of repetitive work Work scheduling for preparing or describing work that occurs frequently
Customer interaction center: Integration of telephones to process customer enquiries. Solution database: Finding solutions to problems Information system: Summarized evaluation of data
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Describe the organizational elements from Financial Accounting, Logistics and Human Resources that are relevant for Service
At the conclusion of this topic, you will be able to:
Organizational Elements: Topic Objectives
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Organizational Structure - Materials Management
Company codeIDES Ltd
Company codeIDES Ltd
Storage location 2Van stock
Peters
Storage location 2Van stock
Peters
Storage location 1ServiceDallas
Storage location 1ServiceDallas
PlantChicago
PlantDallas
Purchasingorganization
USA
Storage location 1MaterialsChicago
Storage location 1MaterialsChicago
A plant is an organizational element within a company. It is a company storage location, at which goods are manufactured and readied for distribution, and where services are provided.
A plant is always assigned to a company code. Valuation of materials can be based on company codes or plants (the company code or plant is the valuation area).
A purchasing organization is an organizational unit that procures materials and services for one or more plants or company codes. It also negotiates the purchasing conditions.
Storage locations are organizational units that enable you to differentiate material stocks within a plant. These can also be the number of vehicles that belong to field sales representatives.
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Organizational Structure - Sales & Distribution
Sales organization
Distribution channel
Division
2 Retail
2 Motorcycles 3 Computer 3 Computer
2 Service
2 Berlin
1 Pumps
1 Wholesale
2 Motorcycles
122
123
153
212
2
1 Frankfurt
11
Sales area
A sales organization is responsible for the sales and distribution of goods and services. It can be structured regionally or according to products.
Each sales organization is assigned to a company code, in other words, a company. A distribution channel is the path via which goods and services reach the customer. A division represents a grouping of the products to be sold. Each material to be sold is assigned to a division.
A sales area is a combination of a sales organization, distribution channel, and division. When the system is configured, the permitted sales areas are defined.
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Examples:By functionsBy geographical regionsBy business processes
Organizational Units
Executive Board
ServicePersonnel
ServicesSettlement Management Internal service
External service
Organizational unitsdescribe the differentbusiness units in your company.
With the relevant link, several organizationalunits form an organizational plan.
Organizational units can be divided generally according to functional or regional aspects or more exactly according to special project groups. This depends on the individual company.
Organizational units must be linked together in an organizational structure. The links are used to create the hierarchical structure of a company.
Organizational units are linked to cost centers from accounting. Example: The above example shows the organizational unit Service as a superior object to the subordinate objects Management, Internal service and External service.
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Planning plant
Organizational Structure - Service
Work centerService technician
Work centerService technician
Work centerPC repairs
Work centerPC repairs
EmployeeHurst
EmployeeHurst
EmployeeCharlton
EmployeeCharlton
EmployeePeters
EmployeePeters
Planner groupInternal service
Planner groupExternal service
PlantDallas
The service center and each service branch can be defined as plants. A plant may possess the planning plant characteristic. A planning plant is a plant, in which the services are planned and scheduled. The planning plant need not be the plant that performs the services. Each service order is assigned to exactly one planning plant. However, several performing plants can be involved in a service order.
For centralized planning, there is only one planning plant, but several plants perform the services. In decentralized planning, each planning plant is also a performing plant. The planners or stock planners can be combined into planner groups. The groups performing the services are defined as work centers within a plant. The plant represents the location of these work centers.
One or more employees (people) can be assigned to each work center.
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List the most important master data and display master records
At the conclusion of this topic, you will be able to:
Master Data: Topic Objectives
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General data
Relevant for salesand financial accounting
Sales area data
Relevant for sales
Valid for:Sales organization
Distribution channelDivision
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
Work scheduling
Warehouse management
Storage
Financial accounting
Stocks in plant /storage location
Materials planning
Basic data
Sales
Qualitymanagement
Classification
Forecast
AB
Pc
t
MaterialMaterialmaster 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 particular area 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 productDescription of services in order or contract
Typing and structuring of technical objectsMaterial serial number
Material as construction type
Material as bill of material item
Component planningSpare parts - sales order
Components for service order
AB
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. To execute the work, other components must be withdrawn from the warehouse or procured directly from a vendor.
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Service technician Banks
Mechanics workshop
Assembly team
Work Centers in Service
Technician Moore
Technician Wilson
The people or groups of people that perform the service activities are defined as work centers in the system.
They are entered as the main work center in the header data of a service notification or service order. Exactly one performing work center is entered in each internal processing operation for a service order.
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Work centerWork centermaster recordmaster record
Contents of Work Center Master
Basic data
Default values
Links to personnel systemPersonnel number
PositionQualification requirements profile
Capacities
Available capacity
Shift schedule assignment
Pc
t
Scheduling
CostingCost 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 work center. 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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Personnel Master
PersonnelPersonnelmastermasterrecordrecord
Working times
Qualificationprofile
Info type 0017Travel privileges
Info type 0006Addresses
Info type 0002Personnel data
Info type 0001Org. assignment
Personnel data from the employee master record is saved in logical groups according to content; these are info types. For example, the address of an employee consists of town, street and house number, and these are saved in the "Addresses" info type.
You can use info types to describe or define the different features and attributes of an object. The different info types are identified by a name and four-digit key.
General information types (for example, 0001 or 0002) are available whether the HR component has been implemented or not.
In Service, personnel numbers can be assigned to technical objects and documents in the partner overviews.
You can also assign personnel in the work center master record and in the operations for service orders.
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Vendor Master
Purchasing OrganizationData
Purchasing dataPartner functions
Company Code DataAccount managementPayment transactions
CorrespondenceWithholding tax
General DataAddress, Communication
Control dataBank details
Eurocheque
Vendor Vendor master recordmaster record
Materials and external services are purchased from vendors. The data in the vendor master record is divided into three categories:
General data: This includes the address and bank details of the vendor. This is valid for all clients. Purchasing data: This includes the purchase order currency, Incoterms and various control data of the vendor. This data is maintained for the relevant purchasing organization. Different data can also be maintained based on the plant or for vendor sub-ranges.
Financial accounting data: This includes the number of the reconciliation account and payment methods for automatic payment transactions. This data is maintained at company code level.
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In Service, various services are provided for customers.
The service provider's company is divided into different organizational units.
The most important master data for Service is the customer, material, work center, personnel and vendor master records.
CS - Overview: Unit Summary
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Exercise Data Data in the exercises Type of Data Data in the Training SystemControlling area 1000
Company code 1000
Plant 1200
Storage location 0001
Sales organization 1000
Distribution channels 10 = End customer sales
14 = Service
Divisions 07 = High Tech
08 = Service
Purchasing organization 1000
Work centers PC-REP, PC-SERV, PC-SERVS
Customers 1171, 1032,
T-CSD##
Vendor 1000
Functional Locations 1171, 1032,
TCST##
Equipment 10003542, 10003499,
T-CSE1##, T-CSE2##
(Serialized) materials R-1001,
T-FSN##
Fixed materials (service products) SM-PCREP, REPAIR_SERVICE
Configured materials (service products)
HOTLINE_SERVICE_A, HOTLINE_SERVICE_B, HOTLINE_SERVICE_C
Configurable materials (service products)
SM-NETINST, INSPECTION_SERVICE, HOTLINE_SERVICE
Replace ## with your group number.
Group numbers 01 to 20 are available.
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Data sheet for the exercise data entered
Helpdesk
1. Service notification (modem):
2. Service notification (disk space):
3. Service notification (system crashes):
Field Service Planning
Service notification (server down):
Service order for notification:
Billing request:
Billing document:
Service order (server enhancement):
Billing request:
Billing document:
Service order for quotation (PC installation):
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Quotation for service order:
Billing request:
Billing document:
Returns and Repairs Processing
Customer repairs order:
Returns delivery:
Service order:
Outbound delivery:
Billing document:
Service Contracts
Service contract:
Billing document for the contract:
1. Service notification with contract reference:
2. Service notification with contract reference:
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Service order with contract reference:
Billing request:
Billing document:
Planned Customer Service
Maintenance plan:
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Exercises: CS Overview
Unit: CS – Overview Topic: Master Data
At the end of these exercises, you will be able to:
• Display customer, material, and task list master records
• Describe master record contents
The service provider delivers services for various different customers. Material masters are used to represent services, device types, and replacement parts. Service technicians carry out the services.
1-1 Displaying the customer master record
You need information about your customer Hitech. Display the customer master record for customer T-CSD##. (## = Your place number). Display the sales areas for the customer (debitor) and select the following sales areas:
Sales organization: 1000
Distribution channel: 14
Division: 00
1-1-1 Determine the following data from the area General data:
Postal code and location:
Determine the following data from the area Sales area data:
1-1-2 Price group for price determination:
1-1-3 Terms of payment:
1-1-4 Invoice recipient:
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1-2 Displaying material masters
Display the material master for material T-FSN##.
Select the following views:
Basic data 1
Sales: Sales organization data 1
Sales: General/plant data
Accounting 1
Plant stock
Enter the following organizational levels:
Plant: 1200
Sales organization: 1000
Distribution channel: 10
Define the following data:
1-2-1 Material short text:
Base unit of measure:
Division:
1-2-2 Outbound delivery plant:
1-2-3 Serial number profile:
1-2-4 Price control:
Current valuation price:
1-2-5 Plant stock for unrestricted use:
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1-3 Display work center master record
Display the work center master record for work center PC-SERV in plant 1200.
Define the following data:
1-3-1 Work center type:
Task list usage:
1-3-2 Default control key:
1-3-3 Operating time and capacity:
1-3-4 Cost center:
Default value, activity type, internal processing:
1-3-5 Number of people assigned to the work center:
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Unit: CS - Overview Topic: Master Data
1-1 Displaying the customer master record
Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution (VD03)
Field name or data type Values
Customer T-CSD##
Customer’s sales areas
In the overview, select the second line and choose Enter twice.
1-1-1
Field name or data type Values
Postal code 21017
Location Chicago
1-1-2
Choose Sales area data and then the view Sales.
Field name or data type Values
Price group 01 (Bulk buyer)
1-1-3
Billing document
Field name or data type Values
Terms of payment ZB01 (14 days 3%; 30/2%; 45 net)
1-1-4
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Partner functions
Field name or data type Values
Partner function IR (Invoice receiver)
Customer T-CSD##
1-2 Displaying material masters
Logistics → Customer Service → Technical Objects → Material → Display (MM03)
Field name or data type Values
Material T-FSN##
Choose Enter or Select view(s).
Select the views Basic data 1, Sales and distribution: Purchasing organization data 1, sales and distribution: Gen./Plant data, accounting 1 and plant stock and select enter.
Enter the organizational data:
Field name or data type Values
Plant 1200
Sales organization 1000
Distribution channel 10
Enter
Use Enter to display the next selected view.
1-2-1
Basic data 1
Field name or data type Values
Material short text Maxitec-R 3100 personal computer
Base unit of measure Pc (piece)
Division 07 (High Tech)
1-2-2
Sales and Distribution: Sales organization 1
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Field name or data type Values
Outbound delivery plant 1200 (Dresden)
1-2-3
Sales and Distribution: Gen./Plant
Field name or data type Values
Serial number profile SM01 (serial profile SM)
1-2-4
Accounting 1
Field name or data type Values
Price control S (standard price)
Standard price (=current valuation price)
see amount
1-2-5
Plant stock
Field name or data type Values
Unrestricted use stock 9 pieces
1-3 Display work center master record
Logistics → Customer Service → Service Processing→ Environment → Work Centers → Work Center → Display (IR03)
Field name or data type Values
Plant 1200
Work center PC-SERV
Enter
1-3-1
Basic data
Field name or data type Values
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Work center type 0003 (person)
Task list usage 004 (maintenance task lists only)
1-3-2
Default values
Field name or data type Values
Control key SM01 (Service – internal)
1-3-3
Capacities
Capacity header data
Field name or data type Values
Usage time 8.5 hours
Capacity 42.5 hours
Back
1-3-4
Costing
Field name or data type Values
Cost center 4100 (technical service – 1)
Activity type internal processing 1410 (repair hours)
1-3-5
Link to personnel system
Expand sub-tree
There are five positions each with one person assigned to the work center.
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Material serial numbers and equipment
Functional locations
Bills of material
Warranties
Contents:
Technical Objects
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Describe the functions and contents of different categories of technical objects
Create equipment and functional locations
Create and assign warranties
At the conclusion of this unit, you will be able to:
Technical Objects: Unit Objectives
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Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
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Technical Objects: Business Scenario
The customers have technical systems and devices for which services must be performed.
These technical objects often belong to spatial or technically functional structures.
These consist of assemblies and compatible units.
Warranties are granted for certain objects. Trading goods have additional warranties from the manufacturer and/or vendor.
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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 of equipment or functional location.
You can use different types of technical objects individually or as a combination.
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Material Serial Numbers and Equipment:Topic Objectives
List the functions and contents of serial numbers and pieces of equipment
Create serial numbers and pieces of equipment
Construct equipment hierarchies
At the conclusion of this topic, you will be able to:
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The serial number is a number that is assigned to an individual material item in addition to its material number.
The combination of material number and serial number is always unique.
Serial Numbers
PC
4711
R-1001ScreenR-1140
4710 4711 ABCD
Materialnumbers
Serialnumbers 4712
A material master record contains all the data required to define and manage a material. This can be used to describe a certain asset or device category. However, it does not enable you to identify individual items of this particular category.
Therefore, the system offers you serial number management. Serial numbers enable you to track individual items for a given material number.
This in turn enables you to perform inventory management for individual pieces. The combination of material and serial number is always unique. You can assign as many serial numbers to a material number as is necessary. The same serial number may occur for different material numbers. The serial number can be used to represent and track the company's own serial numbers or those of the manufacturer. If no serial number exists, you can use a number of your choice as the serial number.
When creating master records for serial numbers, it is possible, as of SAP R/3 Enterprise, to use the material master record to ensure that serial numbers and equipment numbers are kept synchronously .
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Serialization of a material enables you to track objects individually.
Serial numbers are tracked throughout different business transactions in logistics:
All goods movementsSales ordersDelivery notes
Serial numbers can be entered as reference objects in:
Service notificationsService ordersService contracts Maintenance items
Serial Number Management
Serialization characteristics are controlled by the serial number profile. Each material master record can be assigned to a serial number profile in the plant data.
Depending on how the serial number profile has been set, serial numbers are optional or mandatory for goods movements in addition to the material number.
This enables you to track the current stock information for each serial number. Moreover, you can also specify serial numbers in sales orders and deliveries. For example the serial number can be created automatically during goods issue for delivery. This produces a serial number master record containing information about the material number, serial number and customer number. The delivery and goods issue document appear in the serial number history.
In service processing for contracts and maintenance items, you can describe the technical objects affected by specifying the respective serial numbers.
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Equipment 1000354Equipment 1000354
Equipment and Serial Numbers
Equipment master recordEquipment master record
Serial data
• Stock information
• Serial number history
Material A-1500
Serial number 294
An equipment master record is created for each serial number. Depending on the serial number profile, either the "serial data" view only is visible, or all views of the equipment master are visible.
Stock information such as plant, storage location, batch, special stocks, or customer is located in the "serial data" view. You can also display the serial number history here. You can also find all documents to which the serial number is assigned here.
As of SAP R/3 Enterprise, a function that enables you to install and dismantle pieces of equipment with simultaneous goods movement exists. Using this function, you can execute the following in one step: Dismantle an installed piece of a equipment from a piece of equipment or from a functional location and simultaneously put it away in a storage location, or
Remove a piece of equipment from storage and install it in a piece of equipment or in a functional location.
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Equipment
Equipment
Independenttechnical complex fixed asset
Customer devices
Buildings, property
Systems, system parts
Vehicles
Production resources
Means of transport
Test and measurement equipment
Production resources and tools
A piece of equipment is an individual, independent, complex fixed asset at which technical services are performed.
Pieces of equipment can be used to show individual objects such as engines, pumps, or vehicles, but can also be used by complete technical systems or components of these systems.
The system can automatically assign the equipment number (internal number assignment). Alternatively, this number can be assigned by the user (external number assignment).
Despite their independent character, pieces of equipment can also show hierarchies. An equipment hierarchy is created when a piece of equipment is assigned to a superior piece of equipment. The equipment hierarchy can have an unlimited number of levels.
In addition to direct creation of equipment, automatic creation of equipment master records from sales orders and from asset/technical system master records is also supported.
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Criteria for Equipment Master Record
When do you create a piece of equipment?
Management of individual data
Recording of service tasks
Recording of object-related costs and revenues
Evaluation of technical data
Recording of usage time
You should always create an equipment master record for a technical object, if: Individual data is to be managed for the object Breakdown, preventive, or planned service tasks are to be performed at an object and must be recorded Technical data for this object has to be collected and analyzed over a long period of time The costs and revenues of service tasks have to be tracked for this object Records of the installation locations are required for this object
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Equipment Master Record
General
Location
Organization
Structure
Sales
Warranties
Partners
Configuration
Classification
Documents
Measuring points / counters
Permits
Production resources/tools data
List
XX
X
XX
XX
0 4 7 10 1 2 3
Serial data
The equipment master data contains the views General (class, object type, technical data, reference data, manufacturer data, and so on), Location (location data, address), Organization (account assignment and responsibilities), Structure (higher-level functional location, higher-level and lower-level equipment) and Sales and Distribution (sales area assignment).
You can also create the views Serial data, Warranties, Partners (assignment to internal and external partners), Configuration (link to a configurable material with characteristic valuation), and Classification (assignment to one or more classes with characteristic valuation) in the equipment master record.
You can also assign documents (for example, technical drawings), measuring points and counters (for entering service and condition data in the form of measurement documents), as well as permits (necessary to perform work on the equipment, and which are copied to service orders for the equipment).
Finally, you can define data that is required for using the equipment as a production resource/tool. You can customize the views for equipment master data.
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Functional Locations: Topic Objectives
Describe the functions and contents of functional locations
Create functional locations and functional location structures
Install equipment in functional locations
At the conclusion of this topic, you will be able to:
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Functional Location
Technical
Functional
Spatial
Functional location = multi-level, hierarchical structure,structured according to ...
Criteria
A functional location is a multi-level, hierarchical structure, that can be structured according to spatial (for example, workshop), technical (for example, production line) or functional (for example, heating system) criteria. A functional location usually represents an entire system, building, or a part of the system/building.
The numbers or labels for functional locations can be structured hierarchically, and organizations can determine the structure according to their internal criteria. The structure indicator determines how the structure is represented by functional location numbers. Number assignment is always performed by the user (external number assignment).
Equipment can be installed and dismantled at functional locations. The installation times (= time intervals) can be reconstructed from the perspective of a functional location ("equipment usage periods") as well a piece of equipment ("usage lists").
You can aggregate key figures from inside a functional location hierarchy in the information system. This is not possible for equipment hierarchies.
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Criteria for Functional Locations
Performance of service tasks
Recording of service tasks
Data collection over longer periods of time
Tracking of costs and revenues
Effect of usage conditions on the likelihood of damage to the installed equipment?
When do you create a functional location?
You should structure your customer systems with the help of functional locations if: You want to display your system or operational structures from a functional perspective Service tasks are to be performed for individual areas of the system or operational structure which should be recorded
Technical data should be collected and evaluated for individual areas of the structure over a longer period of time
The costs and revenues of service tasks should be tracked for individual areas of the structure You want to analyze the effect of usage conditions on the likelihood of damage to the installed equipment
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Master Record for Functional Location
General
Location
Organization
Structure
Sales
Partners
Classification
Documents
Measuring points / counters
Permits
List
XX
X
XX
XX
0 4 7 10 1 2 3
Warranties
The functional location master record contains the views General (class, object type, technical data, reference data, manufacturer data, and so on), Location (location data, address), Organization (account assignment and responsibilities), Structure (higher-level functional location, higher-level and lower-level equipment) and Sales and Distribution (sales area assignment).
You can also create the views Warranties, Partners (assignment to internal or external partners), and Classification (assignment to one or more classes with characteristic valuation) in the master record for the functional location.
You can also assign documents (for example, technical drawings), measuring points and counters (for entering service and condition data as measurement documents), and permits (necessary to perform work at the functional location and copied to service orders for the functional location).
You can customize the views for the functional location master record.
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Bills of Material: Objectives
Describe the functions and contents of bills of material
At the conclusion of this topic, you will be able to:
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Functionallocation
BOM
MaterialBOMConstructiontype/assembly
Item categories:Stock itemsNon-stock itemsTextsDocuments
BOM
EquipmentBOM
Service Bills of Material
Bills of material can be used for the following purposes: Functional location BOMs to represent the structure of functional locations. This is useful if pieces of equipment are installed at the functional location.
Equipment BOMs to represent the structure of pieces of equipment Material BOMs: The material represented by the BOM is used as a construction type for functional locations or pieces of equipment or as an assembly.
BOMs can have any number of levels. Each bill of material is valid for one or more plants. Bill of material use defines in which applications (production, sales and distribution, plant maintenance/service) a BOM is used.
Each BOM item is assigned to an item category: Stock items for stocked materials Non-stock items for non-stocked materials Free texts Documents, for example, drawings
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Object Hierarchies
Hydraulics
Plant sitesHi Tech Company
Plant sitesHi 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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Installed Base
Multi-level structure of components for managing products
It describes the structure of these products and their components
Components can be:Functional locations
Equipment
Material numbers
Serial numbers
Installations
Documents
You use Installed Base Management to represent and manage products. You can assign related functional locations, equipment, materials, serial numbers, installations, and documents as components to a common installed base. Installed Base Management can also be used for documentation purposes.
For example, an installed base could be an aeroplane with all of the components relevant for service. An installed base could also be an as yet unassembled aeroplane, whose parts should be managed together in the planning and production phase. Alternatively, an installed base could be two wings which, following production, should be integrated into the principal installed base "aeroplane".
Benefits of the installed base: Multi-level representation of components Time-based delimitation possible (installation and dismantling stage of a component) Components do not have to be represented as equipment master records Entry of additional data for the components
In addition to direct creation of an installation, you can also create an installation with reference to a sales order item (as a copy of the sales order/production order BOM). You can also create an installation from a serialized assembly.
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Warranties: Topic Objectives
Describe the contents of warranties
Create and assign warranties
At the conclusion of this topic, you will be able to:
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Warranty Types
CustomerCustomerVendorVendor
Purchasing Sales
Customer warranty: Issued by "us" to the customer
Manufacturer/vendor warranty: Issued by the manufacturer or vendor to "us"
A warranty is a vendor commitment to a purchaser of a product, that the product, or parts of it, fulfil particular requirements for a particular period of time, or for a defined use.
If this is not the case, the vendor commits himself to replacing or repairing the product. When a master warranty is created, the warranty type is used to establish whether it is a customer or a manufacturer/vendor warranty.
The warranty check is performed in the same way for both types of warranty.
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Structure of Master Warranty
Warranty typeDescription
ClassificationWarranty header
Warranty items
Warranty counter
Services inclusive / exclusive
Counter, limits
Warranties are first created as master warranties, independently of the reference object. A master warranty is structured as follows:
The warranty header contains the warranty type, descriptive text, and the classification option. The warranty items contain the services that are included or not included in the warranty. The services can be described using a text, or service/material number.
Warranty counters can be stored for each warranty item. These are validity criteria that are defined as a period or performance counter. The warranty counters can be linked to one another using an AND-link (both of the conditions must be fulfilled) or an OR-link (one of the conditions must be fulfilled).
You can assign a master warranty to any number of serial numbers, equipment, and functional locations.
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Object-Related Warranty
Master warranty• Description
• Warranty services
• Warranty counter
Equipment 1• Valid from 01.05.98
• Measuring point: Mileage
Equipment 2• Valid from 10.12.97
• Measuring point: Mileage
Assignment
You can assign a customer master warranty and a vendor master warranty in the master records for the serial number, equipment or functional location.
Information about the dates for the warranty is entered during the assignment. The "Valid from" date must be entered when assignment is made to the master warranty. The "Valid from" and "Valid to" dates can be entered without assigning a master warranty.
In the case of warranty counters that provide information on performance (for example, operating hours, distance), a measuring point that has the same characteristic as the warranty counter must be assigned in the object master record.
The inheritance indicator specifies whether the master warranty or warranty period can be inherited from the next highest technical object in the hierarchy level, or whether it can be passed on to subordinate objects. Both the inherited warranties and the warranties for the technical object are displayed during inheritance.
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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.
Pieces of equipment are individual objects that are to be regarded as autonomous units.
Functional locations subdivide technical structures according to functional, process-oriented or spatial criteria.
BOMs offer further structuring options.
Warranty information can be assigned to serial numbers, equipment and functional locations.
Technical Objects: Unit Summary
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Unit: Technical Objects Topic: Material serial numbers and equipment
At the end of these exercises, you will be able to:
• Display material serial numbers and equipment master records
• Describe the contents of material serial numbers and equipment master records
• Create equipment master records and construct equipment hierarchies
You are selling technical systems and equipment to a customer. You are also carrying out technical services for these technical objects.
In some cases this may involve technical objects that the customer has purchased from other vendors - but on which you are carrying out services.
1-1 Displaying material serial numbers
You have received a problem notification for the material T-FSN##. You may have to replace the part.
1-1-1 Stock overview
Display the stock overview for material T-FSN##. This will enable you to determine if additional parts are available in your inventory.
How much stock in plant 1200, warehouse 0001, is available for unrestricted use?
Which material serial numbers are contained in this stock?
1-1-2 Displaying stock data
Display serial number 2 for material T-FSN##. Define the following stock data:
Plant:
Storage location:
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System status:
1-1-3 Displaying the serial number master record
The problem notification refers to serial number 1 for this material. Display serial number 1 for your material T-FSN##. This is not in stock, so choose entry via the menu.
Define the following data:
Equipment type:
System status:
Equipment number:
Sold-to party:
Display the serial number history and use the delivery document flow to define the number of the sales order with which this item was sold.
1-2 Displaying the equipment master record
A problem has arisen for equipment with the equipment number T-CSE1##. Display the master record for this equipment.
Define the following data:
1-2-1 Description:
System status:
Type description:
1-2-2 Company code:
Main work center:
Catalog profile:
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1-2-3 Functional location:
Lower-level equipment:
1-2-4 Sold-to party:
Person responsible:
1-2-5 Sales organization:
1-3 Creating equipment master records
Your customer Hitech has purchased a new printer and you are responsible for maintaining it. Create an equipment master record for the printer, and a subordinate equipment for the printer control unit.
1-3-1 Create equipment
Create a type S equipment with the number EQUI1##.
Enter the following data:
Description: Printer
Planning plant: 1200
Sold-to party: Customer number T-CSD##
Ship-to party: Customer number T-CSD##
Sales organization: 1000
Distribution channel: 14
Division: 00
Save the equipment master record.
1-3-2 Create subordinate equipment
Create a type S equipment with the number EQUI2##.
Enter your equipment EQUI1## as a reference. Copy all subobjects.
Change the description to Printer control unit.
Assign the equipment to the superior equipment EQUI1## to create an equipment hierarchy.
What system status does the equipment have as a result of this installation?
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Save the equipment master record.
Unit: Technical Objects Topic: Functional Locations
At the end of these exercises, you will be able to:
• Describe the contents of functional location master records
• Create functional locations and construct functional location hierarchies
• Install equipment in functional locations
Your customer has large technical system structures in which assets/technical systems and devices are installed.
2-1 Displaying the functional location
Your colleagues are dealing with the Hitech administration building, and would like to know how you have structured this in the SAP R/3 System. You therefore display the data.
Display the functional location with the number TCST##-ADMI.
Define the following data:
2-1-1 Description:
System status:
2-1-2 Business area:
2-1-3 Structure indicator:
Superior functional location:
Equipment installation allowed:
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Installed equipment:
2-1-4 Sold-to party:
2-1-5 You want to establish which additional functional locations form part of this structure.
To do this, call up the structure list for the functional location. Choose Levels above and Expand whole to see the complete object hierarchy.
For ease of understanding, display the entire structure as a graphic.
2-2 Creating functional location master records
A new branch of Hitech Corp., London, has been assigned to your area. Create a functional location structure to monitor the service activities for this branch.
2-2-1 Create functional location
Call up the function Create functional location. Select the structure indicator SERV2 and choose Refresh screen. This ensures that the default settings are correct for the edit mask and hierarchy levels.
Create a type S functional location with the number FLOC##.
Enter the following data:
Description: Hitech Corp., London
Create an individual address for the functional location.
Planning plant: 1200
Sold-to party: Customer number T-CSD##
Sales organization: 1000
Distribution channel: 14
Division: 00
Save the functional location master record.
2-2-2 Create subordinate functional location
The shipping center should be a subordinate functional location. Create a type S functional location with the number FLOC##-SHIP and the structure indicator SERV2.
Enter your functional location FLOC## as a reference. Copy all subobjects.
Change the description to Hitech London shipping center.
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Which functional location is defaulted as superior (based on the functional location number)?
Save the functional location master record.
2-2-3 Install equipment
The printer that you have already created as equipment needs to be installed at the shipping center so it can be used to print shipping documents. Change the equipment EQUI1## and install it at functional location FLOC##-SHIP.
2-2-4 Display the technical object structure
Check that the structure you have created is correct. Call up the structure display for functional location FLOC##. Display the four levels below. Display the functional location hierarchy, installed equipment, and the equipment hierarchy.
Unit: Technical Objects Topic: Warranties
At the end of these exercises, you will be able to:
• Create a master warranty
• Assign a master warranty to the technical object
Warranties are provided for the technical objects that have been sold. These warranties cover a range of services within the warranty period.
3-1 Creating and assigning master warranties
You want to create a master warranty for customer devices. This is a standard warranty that you can assign to various different technical objects. Assignment activates the warranty.
3-1-1 Creating a master warranty
Create a master warranty
Text: 1 year for all delivered items
Warranty type: Customer warranty
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Text for the first service item: All spare parts, without installation
Enter the warranty counter WARRANTY_TIME and the counter value 1 year.
Save the master warranty.
What number is assigned?
3-1-2 Assigning a master warranty to a piece of equipment
The warranty applies to one of your customer devices.
Assign the master warranty that you have just created to equipment T-CSE2## as a customer warranty.
The warranty is valid from the first day of this month.
The warranty should also be passed on to subordinate objects. There is no provision for inheritance from superior objects.
Save the changes.
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Unit: Technical Objects Topic: Material serial numbers and equipment
1-1 Displaying material serial numbers
1-1-1 Stock overview
Logistics → Customer Service → Management of Technical Objects → Material → Stock Overview (MMBE)
Field name or data type Values
Material T-FSN##
Execute
Field name or data type Values
Column “Unrestricted use” 9 pieces
Select the line for the plant or storage location and choose Environment → Equipment/serial no.
Serial numbers 2-10 are in stock.
1-1-2 Displaying stock data
In the serial number list, select serial number 2 and choose Detail.
Field name or data type Values
Plant 1200 (Dresden)
Storage location 0001 (Warehouse)
System status ESTO (in stock)
1-1-3 Displaying the serial number master record
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Logistics → Customer Service → Technical Objects → Serial Numbers → Display (IQ03)
Field name or data type Values
Material T-FSN##
Serial Numbers 1
Enter
Field name or data type Values
Equipment category S (customer equipment)
System status INST (Installed)
ECUS (At customer site)
Equipment see field content
Sold-to party Customer T-CSD##
Choose History to define the sales order number. Select the delivery document (brown color) and choose Document. In the delivery overview, choose Document flow. The first sales order document of the type Standard order appears.
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1-2 Displaying the equipment master record
Logistics → Customer Service → Management of Technical Objects → Equipment → Display (IE03)
Field name or data type Values
Equipment T-CSE1##
Enter
1-2-1
Field name or data type Values
Description Network server
System status INST (Installed)
Model number NSV 54111
1-2-2
Organization
Field name or data type Values
Company code 1000 (IDES)
Main work center PC-SERVS (TS Technician North D)/plant 1200
Catalog profile PC
1-2-3
Structure
Field name or data type Values
Functional Location TCST##-ADMI (Hitech administration)
Subordinate equipment T-CSE2## (modem)
1-2-4
Partners
Field name or data type Values
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Sold-to party Customer T-CSD##
Person responsible Personnel number 1504 (Thorsten Schlicker)
1-2-5
Sales
Field name or data type Values
Sales organization 1000 (Frankfurt, Germany)
1-3 Creating equipment master records 1-3-1 Create equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08)
Field name or data type Values
Equipment EQUI1##
Equipment category S
Enter
Field name or data type Values
Description Printer
Organization
Field name or data type Values
Planning plant 1200
Partners
Field name or data type Values
Role Sold-to party
Ship-to party
Partners Customer T-CSD##
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Sales
Field name or data type Values
Sales organization 1000
Distribution channel 14
Division 00
Save
1-3-2 Create subordinate equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08)
Field name or data type Values
Equipment EQUI2##
Equipment category S
Reference equipment EQUI1##
Enter
In the dialog box, choose Further.
Field name or data type Values
Description Printer control unit
Choose the Structure view and then Change Installation Location.
Field name or data type Values
Superior equipment EQUI1##
Confirm
The installation means the equipment has the system status ASEQ (allocated to superior equipment).
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Save
Unit: Technical Objects Topic: Functional Locations
2-1 Displaying the functional location
Logistics → Customer Service → Management of Technical Objects → Functional Location → Display (IL03)
Field name or data type Values
FunctLocation TCST##-ADMI
Enter
2-1-1
Field name or data type Values
Description Hitech administration
System status CRTE (created)
2-1-2
Organization
Field name or data type Values
Business area 8000 (external services)
2-1-3
Structure
Field name or data type Values
StrIndicator SERV2 (service 2)
Superior functional location TCST## (Hitech)
Specification for installation Equipment installation allowed
Installed equipment T-CSE1##
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2-1-4
Partners
Field name or data type Values
Sold-to party Customer T-CSD##
2-1-5
Structure list
Select the levels n.o and Complete Ord. to see the complete object hierarchy.
Goto → Graphics
2-2 Creating functional location master records 2-2-1 Create functional location
Logistics → Customer Service → Management of Technical Objects → Functional Location → Create (IL08)
Field name or data type Values
StrIndicator SERV2
Refresh screen
Field name or data type Values
FunctLocation FLOC##
FunctLocCat. S
Enter
Field name or data type Values
Description Hitech Corp., London
Location
In the screen area Address, choose the function Create.
Enter the address and choose Copy.
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Organization
Field name or data type Values
Planning plant 1200
Partners
Field name or data type Values
Role Sold-to party
Partners Customer T-CSD##
Sales
Field name or data type Values
Sales organization 1000
Distribution channel 14
Division 00
Enter
Save
2-2-2 Create subordinate functional location
Logistics → Customer Service → Management of Technical Objects → Functional Location → Create (IL08)
Field name or data type Values
FunctLocation FLOC##-SHIP
StrIndicator SERV2
FunctLocCat. S
Copy from FunctLocation FLOC##
Enter
In the dialog box, choose Further.
Field name or data type Values
Description Hitech London
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Shipping Center
Structure
The superior functional location FLOC## is defaulted.
Save
2-2-3 Install equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Change (IE02)
Field name or data type Values
Equipment EQUI1##
Enter
Choose the Structure view and then Change Installation Location.
Field name or data type Values
FunctLocation FLOC##-SHIP
Confirm
Save
2-2-4 Display the technical object structure
Logistics → Customer Service → Management of Technical Objects → Functional Location → Structural Display (IH01)
Field name or data type Values
Functional Location FLOC##
Display levels below 4
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Select Location hierarchy, Equipment Installed, and Equipment hierarchy, then choose Execute.
Unit: Technical Objects Topic: Warranties
3-1 Creating and assigning master warranties 3-1-1 Creating a master warranty
Logistics → Customer Service → Service Agreements → Warranties → Master Warranty → Create (BGM1)
Enter
Field name or data type Values
Master warranty - text 1 year for all delivered items
Warranty type Customer warranty
Services - text All spare parts, without installation
Select the row that contains the service and select the tabstrip Counter.
Field name or data type Values
Warranty counter WARRANTY_TIME
Warranty counter value 1
Save
Number of master warranty: See system message.
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3-1-2 Assigning a master warranty to a piece of equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Change (IE02)
Field name or data type Values
Equipment T-CSE2##
Enter
View selection Warranty
Field name or data type Values
Customer warranty Begin guarantee
First day of current month
Master warranty Number of your master warranty
Delete the flag Inherit Warranty and choose Save.
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Simple notification processing
Notification receipt
Notification processing
Notification completion
Contents:
Helpdesk
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Describe the functions and contents of service notifications
Create, process, and complete service notifications
At the conclusion of this unit, you will be able to:
Helpdesk: Unit Objectives
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Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
Helpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
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The customer calls and reports a problem.
A helpdesk employee records the problem.
If the employee cannot solve the problem, he or she then forwards it.
The case is completed once the problem has been solved.
Helpdesk: Business Scenario
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Documents in CS
Service notification
Service order
Sales order
Document
Characteristic Entry of customer enquiries
Planning tool
Cost collector
Relevant for billing
Relevant for delivery
X = yes O = optional/partially
XX X X
O O O
The service notification is used to enter and process customer inquiries and problems. The service order is the planning tool for work that is performed for the customer. The sales order contains an agreement with the customer regarding the delivery of certain goods or the performance of certain work. In sales orders, you use the item type to define (at item level) if the item is a cost collector, and whether or not it is relevant for delivery/billing.
The customer repairs order is a special form of sales order and is used for returns and repairs processing. You can generate service orders from the customer repairs order to plan repair work.
These documents can be combined in different ways to support and represent service processes.
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Describe the functions and contents of service notifications
Create and complete service notifications
At the conclusion of this topic, you will be able to:
Simple Notification Processing: Topic Objectives
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Service Notification Functions
Entry of incoming customer service requests
Access to information onCustomerObjectContractsWarranties
Initiation and monitoring of follow-up actions
Technical completion confirmation of services (back reporting)
Description of a serviceable item's condition
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
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Notification Types
Problem notification
The customer requests a service.
Activity report
Entry of a service activity after the service has been performed.
Service request
General request for a service task.
Other types can be freely defined
In the standard system, there are the following service notification types: Problem notification: The customer requests a service by phone, fax, letter and so on. Activity report: A service activity that has already been performed and related technical findings are entered in the system. This is particularly important when confirming service orders.
Service request: The customer requires a service. A sales executive or service technician enters this requirement in the system. The service request is therefore similar in nature to the problem notification.
Other notification types can be defined as required in Customizing. The screen layout, reference objects and so on, can be determined individually for each notification type.
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Create Service Notification: Problem Notification+ Tasks Organization Contract selection
Notification 100123 S1Status OSNOOrder
Notification Structure
Customer / contact person
Tasks ActivitiesItemsNotificationheader
Technical object
Execution
Damage,
object parts,
causes of damage,
classification
Who should do
what when?
What was done
when?
A service notification can consist of the following elements: The notification header is always available and contains data for the customer and contact person, as well as additional partner information, such as the employee responsible. Here you can enter a technical reference object (functional location, piece of equipment, material serial number, assembly), to which the notification refers. The description of the problem is entered in the short and long texts. The execution data contains the notification priority, deadlines, and details of the department responsible for processing the notification.
Any number of notification items can be assigned to the notification header. These are used to give an exact description of the problem that has occurred by specifying the object part, damage, and cause of damage by selecting a code from the corresponding catalog. Classification is also possible here.
Tasks describe the activities that must be performed to solve the customer's problem. They can be assigned directly to the notification header or to the individual items. The task status indicates whether the tasks are outstanding, released or already completed. You can also specify deadlines and the person responsible for executing the task.
Activities can likewise be assigned directly to the notification header or to items. They are used to enter and describe the activities performed for the notification.
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Creating a service notification: Problem notification+ Tasks Organization Contract selection
Notification 100123 S1Status OSNOOrder
Action box
Solution DatabaseCreate repair orderEnter goods movementRepair order decision
Notification Additional data Items Tasks Activities
Customer address Partner address Notification address Object address
Reference object
Notification Interface
Tab pages Screen areas Action box
You can configure the notification interface individually for each notification type. The tab pages and screen areas (subscreens) for each tab page are defined here. You can freely define the labels and symbols for the tab pages. You can assign up to five screen areas in any sequence on each tab page.
You can define an action box for each notification type. The system calls up function modules using activities in the action box. An automatically generated notification task or notification activity documents the fact that an activity was performed.
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Create service notifications with detail data
At the conclusion of this topic, you will be able to:
Notification Receipt: Topic Objectives
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Catalogs
Object parts Causes of damage Tasks
Damage Activities Coding
Code
Codegroup
Catalogs forCatalogs for
Structure of a catalog:Structure of a catalog: Example:Example:
Catalog
Codegroup
Code
Damagescreen catalog
Mechanicaldamage
Code010 Corrosion020 Broken glass030 Faulty 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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Service Notification: Task Determination
When a service notification is entered, the tasks to be performed can be determined and proposed by the system.
The response profile controls:Which tasks are proposed
By when these tasks must be completed
The service profile controls:Within which service times these tasks are to be processed
The system can propose the tasks to be performed when you enter or process a notification. The response profile, to which the notification type is assigned, defines which tasks are determined. The priority type you have specified can also influence the tasks determined by the system.
The system proposes a finish date for each task which it determines from the response time. You can also define a proposal for the person responsible for performing the tasks in the response profile.
The service times for processing these tasks are defined in the service profile, to which the notification type is assigned. The response times are calculated within these service times.
If the service notification is assigned to a service order, the response and service profiles can be determined from the configuration of the outline agreement item.
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Customer Interaction Center (CIC)
Computer Telephony Integration (CTI):Link between the R/3 System and telephony software
Customer Interaction Front Office:Screen for the person responsible
Telephony control per mouse-click
Support functions for call processing
Call of follow-up transactions
The Customer Interaction Center (CIC) is used to: Make incoming calls available to the person reponsible for processing Support the further processing of contacts via different business processes
The connection of external Computer Telephony Integration (CTI) software occurs using the Basis application component SAPphone. SAPphone allows the full scope of telephony operations and controls between the front office application and CTI such as conference calls, transfer calls, consultation calls, and callbacks.
You can customize the Front Office screen to a large degree, and adapt it to your business processes and the capabilities of the individual processor. In this way, different types of Call Center can be represented.
The mySAP Customer Relationship Management (CRM) solution offers a Customer Interaction Center with enhanced functions. From this CIC, you can choose any functions of the component CS.
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Notification Processing with CIC
Accept call Identify customer
Create notification
End call
The CIC informs the person responsible that a call is waiting. The processor accepts the call. The telephone number of the caller determined by the telephony software enables the customer and contact person to be identified.
If the customer reports a problem that cannot be solved immediately, the person responsible creates a service notification from the call using the action box. This enables information regarding the customer and contact person to be transferred to the service notification and defined as default data there. The problem and further action are described in the service notification. After saving the notification, the responsible processor returns to the Front Office screen.
Here, he or she can call up further transactions or end the call.
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List the options for notification processing
Select notifications and tasks
Put notifications in process
Print notifications
Work with the Solution Database
At the conclusion of this topic, you will be able to:
Notification Processing: Topic Objectives
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Notification List Editing
Why?Searching for a particular notificationProcessing several notifications at onceLimiting the work list
ScopeNotificationsNotification itemsTasksActivities
OptionsField selectionSelection conditionsSortingMonitor
There are many reasons why the system should support you when selecting service notifications, tasks, items, and activities: You want to change or display a particular notification but do not know its number. You want to change or display several notifications that have certain characteristics. You want to perform particular functions simultaneously for several notifications that have certain characteristics.
You want to obtain an overview of all the notification tasks, items, or activities that meet certain criteria.
The system provides the following options: Field selection: Display of the most important fields in the list Options for selecting and sorting based on the field contents displayed Monitor for notifications with easy-to-understand symbols (traffic light colors). In the lists of notifications, a traffic light symbol can be displayed by selecting 'Monitor'. This symbol provides information at a glance. The information monitored can be: Priority, desired start and end dates for the notification or task.
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Follow-up Actions for Service Notification
Notificationreceipt
1
2
1
2
Servicenotification
Service order
Sales order
A service order and/or sales order can be generated directly from a service notification (for example, for the delivery of spare parts).
You can access the notification from the service or sales order. When you save the notification, the system also saves the service and sales order. The order numbers are recorded in the notification. The document flow displays all the documents belonging to a business transaction. When you create a service order, the notification has the system status "Notification assigned to order“; when you create a sales order, it has the system status "Sales order assigned".
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Status of Notifications and Tasks
Outstanding notification
Notification in process
Notification completed
Notification postponed
Additional notification status:• Outstanding tasks• Service order assigned• Sales order assigned• All tasks completed
Task status:• Outstanding• Released• Completed• Successful
The system status is assigned automatically for certain activities. The system status indicates the current status of a notification or task. A notification can have several statuses at the same time. The system status imposes certain processing restrictions. For example, you are not allowed to complete a notification if there are tasks outstanding.
If the system statuses available do not suffice, you can also define individual user statuses. You then define dependent restrictions for these user statuses. You can set user statuses for notifications and tasks.
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Solution Database
Search engine
Symptoms Solutions
Description by
• Text
• Business objects
• Problem locations
• Problem codes
• Problem causes
Description by
• Text
• Tasks
• Appendix
Text retrievaland/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 based on catalog contents.
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List the options for notification completion
Complete tasks
Enter activities
Complete notifications
At the conclusion of this topic, you will be able to:
Notification Completion: Topic Objectives
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Notification Completion
Tasks
Status "completed"
Optional: Status "Successful"
Activities
What was done
Complete notification
Set reference time
Notification can no longer be changed
All notification tasks must be set to status "completed" before the notification can be completed. If this has been done, the system status of the notification is set to "All tasks completed". The task status "successful" can also be set if a customer has entered a completion confirmation for the notification.
The activities performed are documented using notification activities. These activities are not cost-relevant.
You can enter the reference time when completing the notification. The reference time is the date and the time that the notifications were stored in the history.
You can no longer change the notification once it has been completed. The function "Put in process again" enables you to revoke the completed status.
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Service notifications are used to enter and process incoming customer requests.
These notifications enable you to introduce and monitor follow-up tasks.
A service notification consists of a notification header, items, tasks, and activities.
A service and/or sales order can be generated from a service notification.
Helpdesk: Unit Summary
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Unit: Helpdesk Unit: Simple Notification Processing
At the end of these exercises, you will be able to:
• Create and complete service notifications
Customers call your help desk and report problems that have arisen with their devices or technical assets. You use a service notification to record the problems. You may be able to solve part of the problem over the telephone.
1-1 Creating a problem notification
1-1-1 Call the transaction Notification – Create (Special) – Problem Notification.
1-1-2 Maintain the user default values
Most customer calls are dealt with by the same parts of your organization. To make your work easier, choose Default values and enter this data as default values for notifications and service orders.
Business area: 8000
Planning plant: 1200
Sales organization: 1000
Distribution channel: 14
Division: 00
Save the default values. Leave the transaction without saving and call the transaction again so that the default values are effective.
1-1-3 Your customer informs you that their modem has a transmission problem. Create a service message (message type: problem notification) and describe the problem in the notification short text.
1-1-4 Which notification number is assigned by the system?
1-1-5 Use the search help Customers (general) with the search term HITECH-## to find the Sold-to party.
Select your customer with the number T-CSD## from the list.
1-1-6 Choose Contact person address and select a contact name from the list.
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1-1-7 Use the search help category Equipment by customer (operator) to search for the corresponding Equipment. Copy it to the notification as the reference object.
1-1-8 In the first notification item, select damage and a cause code.
1-1-9 You and your customer solve the problem together on the telephone.
This completes the notification. Confirm the defaulted reference time.
1-2 Creating an alternative type of notification
1-2-1 The same customer T-CSD## calls once again and informs you that there is a problem with PC disk space.
Create a type S4 service notification.
1-2-2 Which notification number is assigned by the system?
1-2-3 Enter a suitable short text.
Enter your customer T-CSD## as the sold-to party.
Enter serial number 1 and material number T-FSN## as the reference object.
Enter a long text in the screen area Material.
1-2-4 Save the notification.
Unit: Helpdesk Topic: Notification Receipt
At the end of these exercises, you will be able to:
• Create service notifications with detail data
A customer calls and reports a problem. You record the problem, but cannot solve it yourself. Further action is therefore required.
2-1 Creating a service notification
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2-1-1 An employee working for your customer T-CSD## calls and informs you that the network server is crashing frequently. Create a service notification (notification type Problem notification).
2-1-2 Which notification number is assigned by the system?
2-1-3 Enter a suitable problem description in the notification short text.
Enter your customer T-CSD## as the sold-to party.
2-1-4 Choose Contact person address. The caller is not yet recorded as the contact partner, so create a new contact person for the customer.
2-1-5 Enter the Equipment T-CSE1## as the reference object.
2-1-6 Call up the structure list and copy the material number for the hard disk to the Assembly field.
2-1-7 Display the Object information. Display the equipment master record.
Return to the notification screen.
2-1-8 Select the priority very high. Use Enter to confirm and redetermine the dates. Note the Desired end that the system proposes.
2-1-9 Choose Items and enter two notification items with codes for Object part and Damage.
2-1-10 Select the first item and choose Causes. Enter two causes of damage for the first item.
2-1-11 Choose Determine tasks.
Choose Continue to confirm the information.
2-1-12 Which tasks with which planned end dates does the system default?
2-1-13 Enter the personnel number 1502 as the person responsible for the second task.
2-1-14 Display the notification structure.
2-1-15 Save the notification.
Unit: Helpdesk Topic: Notification Processing
At the end of these exercises, you will be able to:
• Using list editing to select notifications and tasks
• Put notifications in process and print them
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• Work with the Solution Database
The help desk employees have created an overview of notifications to be processed. You process the notifications and search for solutions to customer problems.
3-1 Selecting and processing service notifications
3-1-1 Notification list editing
You want to change a service notification that you created for the network server breakdown. You use list editing to do this.
Call up list editing for the notifications to be changed.
Select all open notifications from yesterday to today. Display the Ref. field monitor according to the desired start and end date for the notification.
3-1-2 Add the field Created by to the list to find the notifications you have created. Sort the list in ascending order according to this field.
3-1-3 Change the notification for the network server crash. There may be a solution to the customer problem in the solution database, so in the action box, choose Solution database.
Use the data from the notification to search for symptoms and corresponding solutions.
Copy the first solution that you find.
What happens when you copy the solution?
3-1-4 Set the notification to in process and print the notification papers.
3-1-5 Display the print output on the screen.
Unit: Helpdesk Topic: Notification Completion
At the end of these exercises, you will be able to:
• Complete notification tasks
• Enter notification activities
• Complete notifications
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When you have solved the customer problems, you then document the way they were solved. The cases are closed.
4-1 Selecting and completing service notifications
4-1-1 Call up list editing for the service notifications to be changed.
Select all notifications that you created that are open and in process from yesterday to today.
4-1-2 Call the detailed screen for the notification “network server crash”
4-1-3 Set the tasks to completed. Choose Activities and select two notification activities.
Complete the notifications. Confirm the defaulted reference time.
4-1-4 Complete your second notification directly in the list.
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Unit: Helpdesk Unit: Simple Notification Processing
1-1 Creating a problem notification
1-1-1
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
1-1-2
Default values
Field name or data type Values
Business area 8000
Planning plant 1200
Sales
Field name or data type Values
Sales organization 1000
Distribution channel 14
Division 00
Save
Continue
End
No
1-1-3
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
Field name or data type Values
Notification short text Modem data transfer problem
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1-1-4 Notification number: See Notification.
1-1-5
Field name or data type Values
Sold-to party T-CSD##
1-1-6
Choose Contact person address. To select a contact person, call up the search help in the field Contact persons.
1-1-7
Field name or data type Values
Equipment T-CSE2##
Choose Enter to confirm the notification.
1-1-8
In the first notification item, select damage and a cause code. Code groups and code is copied to the notification using the search help.
1-1-9
Complete
In the dialog box, choose Continue.
1-2 Creating an alternative type of notification
1-2-1
Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51)
Field name or data type Values
Notification type S4
Enter
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1-2-2 Notification number: See Notification.
1-2-3
Field name or data type Values
Notification short text Disk space problem
Sold-to party T-CSD##
Serial Numbers 1
Material T-FSN##
Subject - longtext Enter precise problem description
1-2-4
Save
Unit: Helpdesk Topic: Notification Receipt
2-1 Creating a service notification
2-1-1
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
2-1-2 Notification number: See Notification.
2-1-3
Field name or data type Values
Notification short text System breakdown
Sold-to party T-CSD##
2-1-4
Choose Contact person address and then Create contact person.
Enter the contact data and choose Save.
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2-1-5
Field name or data type Values
Equipment T-CSE1##
2-1-6
Structure list
Select the material number R-1160 and then Choose.
2-1-7
Object information
Display reference object
Back
Continue
2-1-8
Field name or data type Values
Priority Very high
Enter
Yes
2-1-9
Items
Enter two notification items with codes for Object part and Damage.
2-1-10
Select the first item and choose Causes.
Enter two causes of damage for the first item.
2-1-11
Define tasks
Continue
Tasks (notification header level)
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2-1-12
The system determines two header tasks: Call customer back and Send technician onsite. You can see the planned end dates when you move the task list to the right.
2-1-13
Field name or data type Values
2. Task: Person responsible Personnel number 1502
2-1-14
Goto → Notification Structure
Continue
2-1-15
Save
Unit: Helpdesk Topic: Notification Processing
3-1 Selecting and processing service notifications
3-1-1 Notification list editing
Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58)
Field name or data type Values
Notification status Outstanding
Notification date – from Yesterday’s date
Ref. field monitor 2
Execute
3-1-2
In the list, choose Current...
In Column set, click on Column Name to sort the fields.
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Select the field Created by and choose Show selected fields. Choose Copy.
Select the new column and choose Sort in ascending order..
3-1-3
Select your notification and choose Details.
In the action box, choose Solution database.
In the dialog window, choose Enter to confirm the search terms.
In the next dialog window, select the appropriate symptoms and then choose Refine search for solutions linked to the selected symptoms...
Select the first solution and choose Link the selected solutions.
Additional notification tasks are created on the basis of solutions that have been assigned.
3-1-4
In the notification, choose Put in process and then Print.
3-1-5
Choose System → Own spool requests and click on SAPscript (OTF) for the spool request.
Unit: Helpdesk Topic: Notification Completion
4-1 Selecting and completing service notifications
4-1-1
Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58)
Field name or data type Values
Notification status Outstanding, In process
Notification date – from Yesterday’s date
Created by Your username
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Execute
4-1-2
Select the notification and choose Details.
4-1-3
Tasks
Select all tasks and choose Complete.
Activities
Select two activities.
Choose Complete and then Enter to confirm the dialog box.
4-1-4
Select your second notification and choose Complete.
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Field Service Planning
Simple order processing
Order entry and planning
Order processing
Order confirmation
Billing
Order completion
Contents:
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List the contents and functions of service orders
Describe the steps in order processing
Create, process, and complete service orders
At the conclusion of this unit, you will be able to:
Field Service Planning: Unit Objectives
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Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
EvaluationsEvaluationsField Service Field Service PlanningPlanning
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The technician performs work at the customer site.
This work is either triggered by a problem message from the customer or performed as planned activities.
The work is documented and an invoice created.
Field Service Planning: Business Scenario
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Name the functions and contents of service orders
Describe the steps in simple order processing
Generate a service order from a notification
Perform a process flow for a simple order
At the conclusion of this topic, you will be able to:
Simple Order Processing: Topic Objectives
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Service Order Functions
PlanningDescriptionResourcesDeadlines
ExecutionShop papersWork progress documentationConfirmation
SettlementInternalExternal
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
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Structure of Service Order
Change Service Order 500200: Central Header
Order SM02 500200 Printer - repairStatus CRTD
Customer
Header data
Who should do
what when?
ObjectsOperations Components Costs Partners
Service data
Responsibility
Dates
Reference object
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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Process Flow for Simple Order
Put service order in process
Confirm and technically
complete service order
Create service notification with
service order
• Identify customer
• Determine reference
object(s)
• Describe problem
• Describe activity
• Assign personnel
• Print order papers • Working times
• Material withdrawals
• Notification activities
• Damage and cause
• Technically complete
order
• Complete notification
Bill service order
• Create billing
request
• Create billing
document
The employee enters a service notification for the customer call. Since a technician is required, the employee responsible generates a service order from the notification. Data is copied from the notification to the order. The notification and order are assigned to one another, and can be processed together.
Since each order must contain at least one operation, you can maintain the data for the first operation on the order header screen. The system proposes the data for this operation from the order header data.
The processor immediately puts the service order in process. The order receives the system status “Released" and shop papers are printed.
After performing the work, the technician confirms the number of hours worked and the materials consumed. Additional information regarding activities, damage, and causes of damage are entered in the notification. The technician then technically completes the order, and simultaneously completes the notification.
The employee responsible for order settlement creates a billing request from the service order. This is the basis for the creation of a billing document.
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List the options for planning operations and componentsPlan an order with internal and external services as well as components
At the conclusion of this topic, you will be able to:
Order Entry and Planning: Topic Objectives
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Process Flow in Service Order Processing
Creation
PlanningPlanning
Release
Print/communication
Technical completion
Billing document
Settlement
Business completion
Execution
Confirmation
The order processing steps shown here represent the maximum scope. You can skip certain steps, or perform several steps simultaneously. You can also automate steps such as billing, settlement, and conclusion. They can also be executed in a collective run.
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Order Creation Options
Direct entry
Generate a service order from a service notification
Create for an existing notification
Combine several notifications in one order
Generate from a sales order item
Automatically generate the order from a maintenance item
You can create service orders directly. You must enter at least the order type and planning plant to do this.
While creating or changing a service notification, you can create a service order from the notification. This means that the notification and order are assigned to one another.
You achieve the same result if you create an order using the function "Create for notification". If several notifications are combined for an order, these will appear in the order object list. You can automatically generate a service order for planning, executing, and confirming services sold within the framework of this sales order from a sales order item. This is also the case for returns and repairs processing. Control then occurs via the requirements type and the requirements class of the sales order item. Moreover, the material that has been entered in the sales order item must have an entry in the table "service products".
You can generate service orders from maintenance items at regular intervals within the framework of maintenance planning.
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Order Operations - Internal Processing
Description of activityText
Service numbers
Sub-operations
Performing work center
Employee and requirements assignments
Planned working time and duration
Activity type
Deadlines
Relationships
Work performed internally is planned in the operations for internal processing. The attributes of the operation are defined by the operation control key.
The work to be performed is described in the short and long texts. Alternatively, you can describe the work to be performed using the service numbers and quantities assigned to the operation. Operations can be structured using sub-operations. However, the data for sub-operations is transferred to capacity planning, not to order scheduling.
Assignment of personnel can be made on the requirements assignment overview screen. Capacity requirements are generated at personnel level from the splits defined here.
The planned working time is important for determining capacity requirements, whereas the duration of the operation is equally important for scheduling. The system determines the operation deadlines using the scheduling function. You can enter scheduling restrictions for each operation.
The system proposes the activity type for determining planned costs from the master record of the performing work center as a default.
Relationships represent the logical dependencies between the operations for one of more orders. A network is a possible result of relationships.
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Scheduling and Capacity Planning
RequiredAvailable
Free
Scheduling = Calculation of start and end dates for
orders and operations
Capacity planning = Comparison of available
capacity andrequired capacity
The two basic types of scheduling are forwards scheduling and backwards scheduling. The scheduling interface (CS-SDL) allows you to use an external system to manage scheduling and deployment of technicians for your company. You can use this interface to copy scheduling and deployment data from previous/existing systems to the SAP system.
Capacity planning is aimed at determining available capacity at the individual service work centers and optimizing its utilization in view of constantly changing requirements. The following tools are available: Evaluation of required/available capacity. Available capacity is the available working time. Required capacity is the amount of working time that is planned in operations for an order.
Capacity leveling (in graph or table form) When performing capacity leveling, you can change orders directly in the planning table. You can also assign employees to operations here.
The graphical monitor enables you to obtain an up-to-date overview of the work that has been assigned to individual technicians in a work center. The system displays the absence times from the application component HR - Time Management as well as the capacity load records (assigned order operations) for all technicians assigned to a work center.
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External Services in the Order
Operations for external processing:
Service - external:Enter a text for an operation
Generate a purchase requisition with item category "Standard purchase order"
Service - external (with service sheet):Enter service specifications for the operation
Unlimited service numbers per operation
Generate a purchase requisition with item 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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Externaloperation
Purchaserequisition
Invoicereceipt
Goods receipt
Purchase order
Orderrelease
Company
Invoicex 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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Externaloperation
Purchaserequisition
Invoicereceipt
Serviceentry
Purchase order
Serviceaccepted
Orderrelease
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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Order Components
Stock itemsStock material
Creation of reservations
Non-stock itemsDirect material reference
Creation of purchase requisitions
Text itemsMaterials 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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Componentassignment
Materialreservation
MayMay
Availabilitycheck
Goodsissue
Printing
Orderrelease
Automaticavailabilitycheck 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
Componentassignment
Purchaserequisition
Invoicereceipt
Goods receipt
Purchase order
Company
Invoicex y z
Orderrelease
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 the document flow.
Moreover, an option exists for you to transfer materials from an external catalog in the order via the Open Catalog Interface (OCI).
As an alternative to purchase order processing in SAP R/3, purchase requisitions can be transferred to an external purchasing system such as the SAP Enterprise Buyer (EBP), for example.
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Creation of service order
Sales order for advance shipment
1000783 PC MaxitecR-1160 ScreenR-1120 CableR-1130 Keyboard
Item
10
20
Customerorder
Advance shipmentAdvance shipment
Material selection from structure list
Material selection from order component 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 material components 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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Service Quotations
Options for drawing up quotations:Create quotation from the planned data of a service order
Generate a service order from a quotation item
Options for BillingPlanned effort
Actual effort
Fixed price of service product
You can create a quotation from the planning data of a service order. The service order is used as a planning tool for the estimate. The quotation items are either generated from the planned effort for the service order or contain the service product in the service order header.
Alternatively, you can automatically generate a service order for the subsequent execution of the work from a service item in the quotation when creating a quotation in the Sales and Distribution (SD) application component. If you create a sales order with reference to this quotation, the service order is then assigned to the corresponding sales order item.
Depending on the settings of the dynamic item processor profile (DIP profile), the services performed are billed on the basis of planned effort, actual effort, and the fixed price of the service product. The DIP profile is located in the administrative data of the order header and controls quotation creation as well as resource-related billing.
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Status"Quotationaccepted"
Creating a Quotation from a Service Order
AvailableCreate for service
orderStatus"Quotation
created"
• Fixed price or• Planned effort or• Actual effort
Contents:• Service product or• Planning result
Billing document
with reference toservice order
create
ServiceorderCreate service
order
12
AvailableAccept
3
4Billing document
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.
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List the options for order processing
Select orders and operations
Put orders in process and print them
At the conclusion of this topic, you will be able to:
Order Processing: Topic Objectives
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Service Orders - List Editing
Why?Searching for a particular orderSimultaneous processing of several ordersLimiting the work list
ScopeSingle or multi-level ordersOrder operationsOrder componentsOrder permits
OptionsField selectionSelection conditionsSortingMonitor
There are many reasons why the system should support you in selecting order data: You want to change or display a particular order, but you do not know its number. You want to change or display several orders that have certain characteristics. You want to perform particular functions simultaneously for several orders that have certain characteristics.
You want to obtain an overview of all the operations, components, or permits that meet certain criteria.
The system provides the following options: Field selection: Display of the most important fields in the list. Options for selecting and sorting based on the field contents displayed. Monitor for orders with easy-to-understand symbols (traffic light colors). In the lists of orders, a traffic light symbol can be displayed by selecting ‘Monitor'. This symbol provides information at a glance. The information monitored can be: Priority, order start and end dates, scheduled start and end dates.
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Order Release
Status 'RELEASED'
Status 'RELEASED'
Shop papersShop papers
Put in process
Release
When you perform the function "Put in process", the shop papers can be printed and the order is released (status 'RELEASED') and saved at the same time.
The function "Release" is used to release the order without a printout (without saving automatically). The following functions can only be executed once the order has been released:
Printing of shop papers Posting costs to the order (time confirmations, material withdrawals, goods receipt postings, and so on)
Revenue postings to the order by generating billing documents Technical and business completion of the order
Depending on the settings for the order type, you can check the availability of capacity, materials, and production resources and tools when you release an order. You can also configure the system reaction in the event of non-availability (no reaction, warning, or error message).
Moreover, a settlement rule containing details of the settlement receiver can be automatically defined when an order is released.
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Printing / Faxing Order
Operation control ticket
Job ticket
Pick list
Material withdrawal slip
Completion confirmation slip
Time ticket
You can either print or fax the order papers. In der Standardeinstellung sind folgende Druckausgaben beim Auftragsdruck möglich: The following printouts are possible when you printing using default settings:
Operation control ticket: Complete overview of the order with partner, customer, and operation data Job ticket: Overview that accompanies the order with operation data and components Pick list: Shows the warehouse clerk which materials have been scheduled Material issue slip: Required when issuing material from the warehouse Completion confirmation slip: For entering actual dates, working times, and confirmation information for each operation
Time ticket: For entering the time needed for each operation Object list: List of order objects
You can set which papers should be printed for which order type. You can also make this selection using print call up(select “print with dialog box”).
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Communication
Short messagePaging
Mobile Asset Management:
Mobile service (SAP R/3 edition):
There are a number of options for communicating with service technicians. You can use paging to send short messages while processing orders/notifications. Technicians (system user/personnel number), customer, or contact person are able to receive short messages. Using the same technology, you are also able to send messages via the internet or SAPoffice.
Mobile Asset Management uses the SAP Mobile Engine as a platform. The SAP Mobile Engine is a platform-independent runtime environment for offline mobile applications. Mobile Asset Management contains the following functions: Display and confirm service orders Create, display and change service notifications Display customer and order data Display functional locations and pieces of information and their warranty information.
The application Mobile Services (SAP R/3 edition) is designed for the many requests of field sales representatives. They work with the application offline on a laptop. Using this application, service technicians can effectively document and manage the whole service lifecycle. Service technicians also have offline access to important information on their laptops. This application is completely intergrated with SAP R/3 via CRM Middleware. As a result, all data changes in the application Mobile Service (SAP R/3 edition) or in SAP R/3 are automatically exchanged between the two systems and synchronized. Mobile service (SAP R/3 edition) contains the following components: Equipment display and changes to existing equipment hierarchies.
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Process and create service notifications and orders. The billing function is not supported.
Create confirmations
Time recording and travel expenses
Display and maintain business partner or customer data
Display contract data for the customer
Create and print service reports for the customer
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Order and Operation Statuses
Order created
Order released
Order completed
Additional order statuses:• Material confirmed• Advance shipment made • Printed• Settlement rule
Operation status:• Created• Released• Partially confirmed• Finally confirmed
Order technically completed
• Goods movement • Partially confirmed• Finally confirmed• Billed
The system status is assigned automatically for certain activities. The system status informs you of the current status of an order or operation. An order or operation can have more than one system status simultaneously. The system status imposes certain processing restrictions. For example, an order cannot be closed if it has not been fully settled.
If you require more than the available number of system statuses, you can also define individual user statuses. You then define dependent restrictions for these user statuses. You can set user statuses for the order or for the order operations.
It is also possible to lock an order from further processing.
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List the options for completion confirmation
Confirm hours worked
Create activity reports for the order
Confirm material withdrawals
Technically complete an order
At the conclusion of this topic, you will be able to:
Order Confirmation: Topic Objectives
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Order Confirmation
Working time: Internal activity
External servicesGoods receiptService entry sheet
ActivitiesActivity reportsCompletion confirmation texts
Material postingsPlanned withdrawalsUnplanned withdrawalsGoods receipt for purchase order
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 the technical 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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Time Confirmation
Functions:Single entry
Collective entry with/without operation selection
Overall completion confirmation
Time Sheet
Entries:Order and operation number or confirmation number for operation
Performing work center
Personnel number (if required)
Actual working time
Scope: Partial or final confirmation
Further information
The following functions are available for confirming the time required for internal activity: Single entry (one screen per confirmation document), collective entry directly and with operation selection, and overall completion confirmation. The cross application time sheet (CATS) enables you to make a standard entry of the hours worked for different target applications.
Times are assigned by entering the order and operation numbers or by entering the internally assigned confirmation number for the operation. The system proposes the performing work center as a default from the planning data. The personnel number is an optional entry.
On confirmation, the operation and order are assigned the system status “Partially confirmed" or “Finally confirmed". The order is assigned the status “Finally confirmed" once all the operations for the order have been completely confirmed.
Material reservations that are still outstanding (material has not been withdrawn) can be posted when times are recorded.
Further information that can be entered: The estimated remaining working time; date and time for work start and end; a forecast for the operation end; a reason code that justifies the difference between planned and actual times; user-defined short and long texts.
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Activity Report
Completion of notification for order
Entry of activity reportsIndependent of time confirmationCan be called up from the time confirmation
Contents of activity reportReference objectItems: Object parts, damage, causesActivities
You can confirm the activities performed, as well as confirming damage and malfunction data as notification data using catalogs.
If a service notification already exists for the order, it can be updated in the completion confirmation. You can also create one or more notifications of type “Activity report" and assign them to the order. The activity reports created for an order appear in the order object list.
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Material Confirmation
Stock material:Planned material withdrawals
With reference to the reservation number
With reference to the order number
Backflush
Unplanned material withdrawalsWith reference to the order number
Non-stock material:Goods receipt in MM
Order debiting (value: purchase order value)
Invoice verification and creation in MMDebiting/crediting the order
You can confirm withdrawals of stock material either from a transaction in the Materials Management application component, or from the time confirmation (single entry or overall completion confirmation).
For planned withdrawals, the system proposes planned material after you have entered the reservation or order number. You can then post the planned material.
In the case of backflushing (indicator in the order component), the system automatically posts material withdrawals as soon as you have entered the first time confirmation for the operation.
Unplanned material withdrawals are recorded simply by entering the order number, material number, and quantity.
When a valuated goods receipt is entered for non-stock material, the purchase order value (multiplied by the goods receipt quantity) is debited to the service order value.
If differences between the order and invoice values occur then, these differences are credited or debited to the service order when the invoice is processed.
You can display the goods movements entered in the list of goods movements for the order as well as in the document flow.
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Non-Stock Material Confirmation
Goods receipt in MMOrder debiting
Value: Purchase order value
Invoice verification and creation in MMThe order is debited or credited with the differences between the purchase order and invoice values.
When a valuated goods receipt is entered for non-stock material, the purchase order value (multiplied by the goods receipt quantity) is debited to the order.
Should differences occur between the order and invoice values, these differences are credited or debited to the service order when the invoice is processed.
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Technical completion
Documents that all work has been completed
Fixes location and account assignment data
Reference time set
All associated notifications 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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List the billing options for service orders
Perform resource-related billing for service orders
Process expenditure items
List the options for processing warranty work
At the conclusion of this topic, you will be able to:
Billing: Topic Objectives
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Resource-Related Billing
Serviceorder
Billing request
Create billing
document
Dynamic items
Create billing request• Generate dynamic items
• Create billing request
Billing document
1
Company
Invoicex 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. Each item 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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Billing Service Orders
Flat-rate or according to effort
On the basis of planned or actual costs
With or without service product
Flexible material determination
Data aggregation possible
Creation of credit memo requests
You have different options at your disposal for billing service orders. You can perform billing with a fixed price, according to effort or in combination. Billing can not only be performed based on individual line items but also on different sources (totals records).
Billing can be performed with or without service products (service material). You can assign a service product in the service order header to describe the services to be provided for the customer to bill the services with a fixed price. If the order has the billing form "flat-rate", you can bill the customer for the sales price of this service product.
You can define the procedure for material determination for billing request items. There are many options for aggregating data. Credit memo requests are automatically created for negative amounts. Definition takes place once you have specified a form of billing and a dynamic item processor profile (in the control view) in the service order.
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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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List the options for order completion
Analyze the order result
Describe the principle of order settlement
Settle an order
Complete an order
At the conclusion of this topic, you will be able to:
Order Completion: Topic Objectives
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By cost element
Cost and Revenue Analysis in the Service Order
By value category
Internal serviceExternal serviceMaterialOther costs
Revenues
Estimate Plan ActualInternal serviceExternal serviceSpare partsAuxiliary materialTravel expenses
Revenues
Plan Actual
Serviceorder
Costs and revenues are collected and displayed on the order header level. Revenues are only posted to the order if the order type is classified as revenue-bearing.
There are two views for costs and revenues. Estimated, planned, and actual costs as well as quantities are shown in the value category overview. A value category contains one or more cost elements.
The planned and actual costs as well as quantities structured by cost elements appear in the cost report planned/actual comparison (CO report).
Estimated costs can be entered manually as long as the order has not been released. Planned costs are determined according to the planning data for the order (operations and components). This occurs every time you save the order or call up the function "Costing".
Revenues cannot be estimated. Planned revenues occur when a billing request is created. Actual costs are the result of completion confirmations and other cost postings to the order. Actual revenues result from the creation of billing documents for the order.
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Order Settlement
Serviceorder
Costs
Revenues
Settlement receiver
Settlement = Further allocation of costs and 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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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, manage, execute, document, and settle service tasks.
A service order consists of an order header, operations, components, and tools.
Times, activities, material withdrawals, and goods or invoice receipts can be confirmed for an order.
A customer can be billed for the order based on resource-related billing or with a fixed price.
An order can bear costs and revenues which are settled to the settlement receiver.
Field Service Planning: Unit Summary
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Unit: Field Service Planning Unit: Simple Order Processing
At the end of these exercises, you will be able to:
• 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 needs materials to perform the work. The customer is billed for the work.
1-1 Creating a service notification with a service order
1-1-1 Your customer informs you that the network server has broken down.
Create a service notification (notification type Problem notification).
1-1-2 Which notification number is assigned by the system?
1-1-3 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.
Select damage.
1-1-4 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
Main work center: PC-SERV/Plant 1200
1-1-5 In the first operation of the service order, enter a planned work time of 4 hours.
1-1-6 Set the order to in process.
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Print the shop papers without dialog box.
1-1-7 What order number is assigned?
1-2 Confirming the service order
1-2-1 Enter the confirmation for technician deployment.
Use the function Overall completion confirmation.
1-2-2 Choose the path Extras → Settings, choose the profile CS0001, and save the settings.
1-2-3 Enter the order number and use Enter to confirm.
1-2-4 For the first operation, enter an actual time of 3 hours.
Create a second time confirmation by entering the operation number 10 in the second line and confirming with Enter.
Enter an actual time of one hour, and change the default activity type to 1413 (drive hours).
Enter a goods issue for the material number R-1120, quantity 1 from plant 1200, storage location 0001.
1-2-5 Enter a cause code for the first item in your service notification.
1-2-6 Technically complete the order and save the confirmation data.
1-3 Resource-related billing
1-3-1 Create a billing request in Individual processing for your service order. What number does the billing request have?
1-3-2 What net value is charged to the customer?
1-3-3 Delete the billing block and create a billing document directly from the billing request.
1-3-4 Save the billing document. What number does the billing document have?
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1-3-5 Choose the function Display billing document.
1-3-6 Enter the billing document number and display the print output on the screen. Use Execute to confirm the two dialog boxes that appear.
Unit: Field Service Planning Topic: Order entry and planning
At the end of these exercises, you will be able to:
• Create a service order with operations/components for internal and external processing
• Create a quotation from a service order
There is a large amount of work to be performed for a customer. More employees and the services of external firms are required. Particular materials are also required for the work.
The customer receives a quotation for the work based on a cost estimate.
2-1 Creating a service order with operations
2-1-1 Create service order
You have been asked to enhance a customer’s network server. Create a service order with Order type SM02 and equipment T-CSE1##. Enter a corresponding order short text.
2-1-2 What work center is defaulted from the equipment master record?
2-1-3 Enter another employee from the work center as the Person Responsible for the order.
For the start and end date, enter today’s date and the time 8:00am.
2-1-4 Choose Operations and create three internal processing operations.
Preparation work, work: 1 hour
Enhancement, work: 6 hours
Test run, work: 1 hour
Work center is PC-SERV each time
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2-1-5 Which service type is defaulted in the operations?
2-1-6 The test run should take place the day after tomorrow. Select this operation and choose Dates. Enter as a start-time restriction that the operation must begin at 8am the day after tomorrow.
2-1-7 Return to the operation overview, choose Schedule, and display the operation dates that the system has determined.
2-1-8 Save the service order. What order number is assigned?
2-1-9 Graphical Monitor
You want to see an overview of order operations that have been assigned to technicians. Call up the graphical monitor for the work center PC-SERV, plant 1200. Display the period of time from today until the day after tomorrow.
2-1-10 Display one of the order operations that has been assigned.
2-1-11 External Services in the Order
Change the service order for the server enhancement.
Add an external processing operation with the control key SM02 and the text Cleaning.
Quantity: 1 PU (Activity unit)
Price: 500 EUR
Vendor: 1000
2-1-12 Add an external processing operation with the control key SM03 and the text Services.
Enter the services Network cabling (service number 100133) and Installation USV (service number 100137), each with an PU and a price of 1000 EUR.
2-1-13 Save the order.
2-1-14 Change the order again.
2-1-15 Define the following data:
Purchase requisition number of the first external processing operation:
Purchase requisition number of the second external processing operation:
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2-2 Material planning
2-2-1 Add the following components from the structure list to the second operation:
• Cable with shock-proof plug
• Hard drive, 20 GB
2-2-2 In addition, add the following non-stock item:
• Material R-1133, quantity 1, item category N
2-2-3 Check the availability of the first material.
2-2-4 Go back to the operation overview and call up the availability check for all stock materials.
Are all stock materials available?
2-2-5 Save the order.
2-2-6 Change the order again.
2-2-7 Display the material availability list.
Define the following data:
2-2-8 Reservation number of the first component:
2-2-9 Purchase requisition number of the third component:
2-2-10 Check the planned costs for this order.
Sum of the planned costs:
2-3 Creating quotations
2-3-1 Your customer would like a quotation for performing a PC installation. To calculate a quotation, you first create a service order. The required activities are planned in this order.
Create a service order with the order type SM02 for the functional location TCST##-PROD.
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2-3-2 Use the order to create a quotation for PC installation. Enter a suitable short text.
2-3-3 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.
2-3-4 Call up the detail screen for the first operation and assign the following stock material to the operation:
Material number R-1120, required quantity 10 pieces, item category L.
2-3-5 Save the service order. What order number is assigned?
2-3-6 Create quotation for service order
Create a quotation for the service order you have just created.
Enter the order number and choose Sales price basis view.
2-3-7 What net value will appear in the order?
2-3-8 Save the quotation.
2-3-9 What number is given to the order?
2-3-10 Accept quotation
The customer accepts the quotation.
Change the service order and accept the quotation.
2-3-11 What number does the automatically created billing request have?
Unit: Field Service Planning Topic: Order Processing
At the end of these exercises, you will be able to:
• Select orders
• Put orders in process, release, and print them.
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The work will be carried out soon. All documents and material required to perform the work are prepared for the technicians.
3-1 Selecting, releasing, and printing service orders
3-1-1 Some orders must be released. You use the order list to do this. Select you service orders in the function Service Order List - Change.
3-1-2 Select the Order status outstanding and enter the period of time from yesterday to tomorrow. So that only your orders appear, enter your user name in Entered by.
Choose Execute.
Note: If only one order has been found, you will branch directly to the order detail screen.
3-1-3 Select the order for the server enhancement and choose Detail. Set the order to in process.
Choose Print + online window.
Confirm all shop papers that are defaulted and choose Print/fax.
3-1-4 Select the order for the PC installation and release it.
3-1-5 Leave list editing.
3-1-6 Display the print output on the screen.
Unit: Field Service Planning Topic: Order Confirmation
At the end of these exercises, you will be able to:
• Confirming hours worked
• Enter activity reports for the order
• Confirming material withdrawals
• Technically complete the order
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Once the work has been completed, the materials taken from stock and the hours worked are entered. Work performed is documented. All the work is documented when it is complete.
4-1 Confirming material withdrawals
4-1-1 Post the goods issue for the planned components used in the service order for the server enhancement. Choose the activity Goods issue and the reference document order. Take the order number into consideration and enter the storage location 0001.
4-1-2 A disk drive was also needed. Post to the same service order an unplanned goods issue for Material R-1150 (disk drive), quantity 1.
Plant: 1200
Storage location: 0001
4-2 Confirming hours worked
The server enhancement and PC installation is complete.
4-2-1 Overall completion confirmation
Choose the function Overall completion confirmation.
4-2-2 Enter the order number for the server enhancement and use Enter to confirm.
4-2-3 Enter the actual work times for the first three operations. Delete the lines containing the fourth and fifth operations.
4-2-4 Save the confirmation.
4-2-5 Enter your service order number for the PC installation.
4-2-6 Enter an actual work time for each operation.
For the first operation click on Data for operation (magnifying glass), to confirm the components. Enter storage location 0001.
Save the confirmation.
4-3 Confirming times and activities
4-3-1 When enhancing the network server, a defective disk drive was also exchanged. Record this fact by entering a time confirmation in the function Overall completion confirmation. Enter the order number and the operation number 10. Confirm the warning messages that say final confirmation has already taken place for the order and the operation.
4-3-2 Enter an actual work time of one hour in the first operation. Because warranty services are involved, choose the accounting indicator Warranty.
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4-3-3 From the overall completion confirmation, enter a notification of the type activity report.
4-3-4 Change the short text accordingly. In the item data, choose an object part, damage, and a cause code, and enter notification activity documents.
4-3-5 Return to the overall completion confirmation and save the confirmation.
4-4 Technical completion
4-4-1 All work is now complete, so you can technically complete the order.
Select both your orders in the function Change service order lists.
4-4-2 Order status: In process
Time:Yesterday to the day after tomorrow
Entered by: Your user name
4-4-3 Technically complete both orders. You can also complete the activity report.
4-5 Displaying the order
4-5-1 You check again that all data has been entered before the order is billed.
Display the order for the server enhancement.
4-5-2 Display the document flow and the lists of confirmations/goods movements.
4-5-3 Display the cost report.
Unit: Field Service Planning Topic: Billing
At the end of these exercises, you will be able to:
• Process dynamic items for a service order
• Create a billing request for a service order
• Create a billing document
The customer is billed for the work.
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5-1 Creating a billing request
5-1-1 You must first create a billing request for the service order in order to be able to create a billing document.
Choose the function Billing Request – Process Individually.
5-1-2 Enter the order number for the server enhancement and choose Expenditure view.
5-1-3 The disk drive should not be included in the bill. Therefore select the dynamic item and choose Cancel all.
5-1-4 Switch to the Sales price view.
5-1-5 What net value is charged to the customer?
5-1-6 What has happened to the time confirmation for which you entered an accounting indicator?
5-1-7 Save the billing request. Delete the billing block in the billing request and save again. What number does the billing request have?
5-1-8 Change the billing request for the order with the quotation and delete the billing block.
5-2 Creating a billing document
5-2-1 Choose the function Process Billing Due List.
5-2-2 Select from yesterday to today as Billing date. For the Sold-to party, enter your customer with the number T-CSD##. Select under Documents to be selected “Order-related”.
5-2-3 Display the billing due list and save the billing documents.
5-2-4 How many billing documents were created? What numbers do they have?
Unit: Field Service Planning Topic: Order Completion
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At the end of these exercises, you will be able to:
• Display the result of a service order
• Settle an order
• Complete an order
Service order results are transferred to Controlling where they can be evaluated in aggregated form.
Further posting to orders is blocked after settlement has taken place.
6-1 Cost and revenue analysis
6-1-1 Display the order for the server enhancement. Choose Costs and display the overview according to value categories.
6-1-2 Display the Report planned/actual.
6-1-3 How high is the result of the order?
6-2 Determining the settlement rule
6-2-1 Display the settlement rule for the order.
Account assignment category:
6-2-2 Display the detail screen for a distribution rule and display the profitability segment account assignment.
6-3 Settling an order
6-3-1 Choose the function Order settlement – Single settlement.
Enter Controlling area 1000.
6-3-2 Enter the order number for the server enhancement. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute.
Do the same for the order PC Installation.
6-3-3 Display the order for the server enhancement. Choose Costs and display the Planned/actual report.
6-3-4 What has changed?
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6-4 Business completing orders
6-4-1 Choose Service Order List – Change.
6-4-2 Select all completed orders (entered by you) in the period of time yesterday to tomorrow.
6-4-3 Select the orders for the server enhancement and the PC installation and business complete the orders.
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Unit: Field Service Planning Unit: Simple Order Processing
1-1 Creating a service notification with a service order
1-1-1
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
1-1-2 Notification number: See Notification.
1-1-3
Field name or data type Values
Notification short text Server breakdown
Sold-to party T-CSD##
Equipment T-CSE1##
Priority High
Redetermine dates: Yes
Select damage.
1-1-4
ServOrder
Choose Enter to confirm the information in the dialog window.
1-1-5
Field name or data type Values
Work durtn. 4 hours
1-1-6
Put in process
In the dialog box, choose Continue.
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1-1-7 Order number: See system message
1-2 Confirming the service order
1-2-1
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)
1-2-2
Extras → Settings
Field name or data type Values
Profile CS0001
Save
1-2-3
Field name or data type Values
Order Your order number
Enter
1-2-4
Field name or data type Values
Actual time 3
Operation (second line) 10
Enter
Actual work (second line) 1
Service type (second line) 1413
Material R-1120
Quantity 1
Plant 1200
Storage location 0001
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1-2-5
Select the notification item and choose Causes. Select a damage code.
Select
1-2-6
Technical completion
Save
Enter
1-3 Resource-related billing
1-3-1
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)
Field name or data type Values
Service order Your order number
Save billing request
The billing request is displayed.
1-3-2
The net value appears above/right.
1-3-3
Field name or data type Values
Billing block Delete
Choose the path
Sales document → Billing
1-3-4
Save
Number of billing document: See system message.
1-3-5
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Logistics → Customer Service → Service Processing → Completion → Billing Document → Display (VF03)
1-3-6
Enter the billing document number and choose Billing document → Issue output to → Screen.
Choose Execute twice.
Unit: Field Service Planning Topic: Order entry and planning
2-1 Creating a service order with operations.
2-1-1 Create service order
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)
Field name or data type Values
Order type SM02
Equipment T-CSE1##
Enter
Field name or data type Values
Order short text Enhance server
2-1-2
Work center responsible: PC-SERV
2-1-3
Field name or data type Values
Person responsible Use search help to select
Order start Tomorrow at 8am
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Order end Tomorrow at 8am
2-1-4
Operations
Field name or data type Values
Short text operation / Work Preparation work / 1
Enhancement / 6
Test run / 1
2-1-5
Default activity type: 1410
2-1-6
Select the third operation and choose Dates.
For Restriction start point must begin on, enter the day after tomorrow’s date and the time 8:00.
2-1-7
Back
Schedule
2-1-8
Save
Order number: See system message.
2-1-9 Graphical Monitor
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Graphical Monitor (I_GRAPH_MONITOR)
Field name or data type Values
Work center PC-SERV
Plant 1200
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From date Today
To date Day after tomorrow
Start monitor
2-1-10
Select one of the operations (green bar) and choose Display object.
2-1-11 External Services in the Order
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your order number
Operations
Field name or data type Values
Control key SM02
Operation short text Purification
Select the operation and choose External.
Field name or data type Values
Operation quantity 1 PU (Activity unit)
Price 500 EUR
Vendor 1000
Back
2-1-12
Field name or data type Values
Control key SM03
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Operation short text Services
Select the operation and choose General.
Field name or data type Values
Service number / Quantity /
Gross price
100133 / 1 /
1000
Service number / Quantity /
Gross price
100137 / 1 /
1000
2-1-13
Save
2-1-14
Operations
2-1-15
Select both external processing operations and choose Act. data to display the purchase requisition numbers.
2-2 Material planning
2-2-1
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your order number
Operations
Select the second operation and choose General.
Selection: Structure list
Select the components with material numbers R-1120 and R-1160 and then Choose.
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2-2-2
Field name or data type Values
Component R-1133
Requirement quantity 1
Item category N
Continue
2-2-3
Select the first component, choose Check material availability and then Continue.
2-2-4
Back
Material availability, overall
2-2-5
Save
2-2-6
Components
2-2-7
Order → Functions → Availability → Availability list
Back
2-2-8
Select the first component and choose Gen. data to define the reservation number.
Back
2-2-9
Select the third component and choose Purchasing to define the number of the purchase requisition.
2-2-10
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Choose Back and then Costs to display the planned costs.
2-3 Creating quotations
2-3-1 Create service order
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)
Field name or data type Values
Order type SM02
Functional Location TCST##-PROD
Enter
2-3-2
Field name or data type Values
Order short text PC Installation
2-3-3
Operations
Field name or data type Values
Work (first operation) 10 hours
Second operation:
Operation short text / Work /
Activity type
Drive hours / 4 hours /
1413
2-3-4
Select the first operation and choose General.
Field name or data type Values
Component R-1120
Requirement quantity 10
Item category L
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2-3-5
Save
Order number: See system message.
2-3-6 Create quotation for service order
Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation (DP80)
Field name or data type Values
Service order Your order number
Sales price basis view
2-3-7
Net value: See column net value.
2-3-8
Choose Create quotation and then Yes to confirm.
2-3-9
You see the quotation. Choose Save.
2-3-10 Accept quotation
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Service order Your order number
Header data
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Choose the path Order → Functions → Accept quotation.
2-3-11 Number of billing request: See system message.
Unit: Field Service Planning Topic: Order Processing
3-1 Selecting, releasing, and printing service orders
3-1-1
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72)
3-1-2
Field name or data type Values
Order status Outstanding
Period from Yesterday
Period to Tomorrow
Created by Your username
Execute
3-1-3
Select the order for the server enhancement and choose Detail.
Choose Put in process and then Print with online window.
Print/fax
3-1-4
Select the order for the PC installation and choose Release order.
3-1-5
Back (twice)
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3-1-6
Use System → Own spool requests to display the print output.
Unit: Field Service Planning Topic: Order Confirmation
4-1 Confirming material withdrawals
4-1-1
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MIGO)
Field name or data type Values
Activity Goods issue
Reference document Order
Order Your order number
Enter
Tabstrip Wk
Field name or data type Values
Storage location 0001
Item OK Set indicator
Select the second row.
Tabstrip Wk
Field name or data type Values
Storage location 0001
Item OK Set indicator
Post
4-1-2
New items
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Field name or data type Values
Plant 1200
Storage location 0001
Material
Field name or data type Values
Material R-1150
Quantity
Field name or data type Values
Quantity in units of entry 1
Account assignment
Field name or data type Values
Order Your order number
Post
4-2 Confirming hours worked
4-2-1 Overall completion confirmation
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)
4-2-2
Field name or data type Values
Order Your order number
Enter
4-2-3
Field name or data type Values
Actual time Enter a time for the first three operations
Select the fourth and fifth operations and choose Delete line.
4-2-4
Save
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4-2-5
Field name or data type Values
Order Your order number
Enter
4-2-6
Field name or data type Values
Actual time Enter times
Operation data
Field name or data type Values
Storage location 0001
Save
Enter
4-3 Confirming times and activities
4-3-1
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)
Field name or data type Values
Order Your order number
Operation 10
Enter
Yes (twice)
4-3-2
Field name or data type Values
Actual time 1
Accounting indicator G1
4-3-3
Notification
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4-3-4
Field name or data type Values
Notification short text Disk drive changed
Object part Disk drive
Damage/problem Diskette cannot be read
Cause code For example, poor construction
In Activities, select an activity code.
4-3-5
Back
Save
4-4 Technical completion
4-4-1
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72)
4-4-2
Field name or data type Values
Order status In process
Period from Yesterday
Period to Day after tomorrow
Created by Your username
Execute
4-4-3
Select your orders, choose Complete (technically), and then incl. notifications.
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4-5 Displaying the order
4-5-1
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33)
Field name or data type Values
Order Your order number
Header data
4-5-2
Document flow
Back
Extras → Order documents → Completion confirmations
Back
Extras → Order documents → Goods movements
Back
4-5-3
Costs
Unit: Field Service Planning Topic: Billing
5-1 Creating a billing request
5-1-1
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)
5-1-2
Field name or data type Values
Service order Your order number
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Expenditure view
5-1-3
Select the line containing the material number R-1150 and choose Cancel all.
5-1-4
Sales price view
5-1-5
The net value appears above/right.
5-1-6
Expand All Nodes
A discount of 100% is calculated for the time confirmation with accounting indicator.
5-1-7
Save billing request and then Yes.
Field name or data type Values
Billing block Delete
The billing request number is displayed.
Save
5-1-8
Logistics → Customer Service → Service Processing → Order → Sales Order→ Change (VA02)
Field name or data type Values
Order Billing request number
Enter
Field name or data type Values
Billing block Delete
Save
5-2 Creating a billing document
5-2-1
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Logistics → Customer Service → Service Processing → Completion → Billing Document → Edit Billing Document List (VF04)
5-2-2
Field name or data type Values
Billing date from Yesterday
Sold-to party T-CSD##
Documents to be selected Order-related
5-2-3
Display billing due list
Save
5-2-4
Select the line containing the group number and choose Documents to see the invoice numbers and the number of invoices.
Unit: Field Service Planning Topic: Order Completion
6-1 Cost and revenue analysis
6-1-1
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33)
Field name or data type Values
Order Your order number
Costs
6-1-2
Report planned/actual
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6-1-3
Result of the order: Column Total actual, last line.
Back
6-2 Determining the settlement rule
6-2-1
Settlement rule Account assignment category: Result object
6-2-2
Select a line and choose Detail to display the settlement receiver. Then choose Profitability segment – Display account assignment.
6-3 Settling an order
6-3-1
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88)
Field name or data type Values
Controlling area
(If necessary, window no longer appears)
1000
Enter
6-3-2
Field name or data type Values
Order Your order number
Settlement period Current month
Test run Delete indicator
Execute
Back
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6-3-3
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33)
Field name or data type Values
Order Your order number
Costs
Report planned/actual
6-3-4
A credit is created, the actual sum for the order is zero.
6-4 Business completing orders
6-4-1
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72)
6-4-2
Field name or data type Values
Order status Completed
Period from Yesterday
Period to Tomorrow
Created by Your username
Execute
6-4-3
Select your orders and choose the path
Order → Completion → Complete (Business)
Confirm using Complete orders.
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© SAP AG 1999
Returns and Repairs
Overview
Order entry and returns delivery
Technical check and repairs processing
Outbound delivery and billing
Contents:
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© SAP AG 1999
Name the options and process flow for returns and repairs processing
Create and process a customer repairs order
At the conclusion of this unit, you will be able to:
Returns and Repairs: Unit Objectives
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© SAP AG 1999
Returns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
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© SAP AG 1999
A customer returns a defective device and requests that it be repaired.
The item is repaired and returned to the customer.
The repairs are charged to the customer.
Variations of this scenario are possible, for example, the delivery of loan equipment and exchange parts.
Returns and Repairs: Business Scenario
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© SAP AG 1999
Describe the options and process flow for returns and repairs processing
At the conclusion of this topic, you will be able to:
Overview: Topic Objectives
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© SAP AG 2003
Repairs Processing
Customer informsfaulty device
Defective itemsarrive
Confirmation ofRepairs
Technical check
Service notification
Customer repairs order
Goods receipt
Outbound deliveryBilling
ScrapCredit memo
Exchange partService 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.
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© SAP AG 1999
Phases of Repairs Processing
Repair acceptance
Repair start Repair completion
confirmation
Create customer repairs order
Enter results of technical check
Technically complete service
order
The phase is started by:
Possible operations:• Returns• Dispatch of loan equipment
• Repairs• Exchange part• Outbound delivery• Scrap• Credit memo
• Outbound delivery• Exchange part• Pickup of loan equipment• Invoice• Credit memo
The overall process is divided into three phases. You can define the operations to be automatically proposed by the system for each phase, or those which can be entered by the user, in the repair procedure. The system determines the repair procedure using the item category of the repair request item.
Repair acceptance begins when you create the customer repairs order. Possible operations include the returns delivery and dispatch of loan equipment (outbound delivery).
The repairs start when you post the goods receipt for the returns delivery. Possible operations include repairs with automatic generation of a service order, delivery of exchange parts or unrepaired serviceable items to the customer, scrapping of items or creation of a credit memo.
Repair completion confirmation begins when you technically complete the relevant service order. Possible operations include the delivery of repaired serviceable items, delivery of exchange parts, collection of loan equipment, creation of an invoice or credit memo.
The repair request item keeps the “Business decision to be made" status until the necessary operation has been created at 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 at a particular stage in repairs processing.
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© SAP AG 1999
Structure of Customer Repairs Order
Repairs order
10 Repair request
Repairs
Delivery
Servicenotification
Serviceorder- Services- Materials
Exchange part
Billing items
Technical check andbusiness 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.
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© SAP AG 1999
Supported Scenarios
With / without
Service notification
Service product / service materialDescription of service
Pricing
Serial numbersStock tracking for single units
Loan equipment processingShipment and pickup of loan equipment
Inspection lotFurther 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 own equipment 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.
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Serviceable Item and Service Product
Notebook 486
Serviceable itemServiceable itemServiceable item
X
Material Description
Repairs
service
Flat-rate repairs
Upgrade
Material determination
Material enteredQuantity pce
Notebook 4861Material
substitution
Serviceable itemService product
Notebook 486Repairs
= Category of serviceable itemto be processed
= Description of 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 LO110 7-11
© SAP AG 1999
Create a customer repairs order
Create a returns delivery
At the conclusion of this topic, you will be able to:
Order Entry and Returns Delivery: Topic Objectives
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© SAP AG 1999
Repair Acceptance
Repairs order
10 Repair request
Returns
Dispatch of loan equipment
Repair acceptanceNotebook 486 Returns Loan
2 pieces
1 piece
Notebook
PC 486
Returnsdelivery
Delivery of loanequipment
The customer gives instructions to perform the work during repair acceptance. A customer repairs order is created.
The system creates a repair request item for each serviceable item together with the necessary sub-items.
The settings in the repair procedure mean that a returns item is created automatically. This is used as the basis for creating a returns delivery. This is used as the follow-on document for the customer repairs order.
You can add additional items, such as a loan equipment item manually. The loan equipment item is used as the basis for the delivery of loan equipment.
The system posts the goods receipt for the returns delivery to the customer special stock, so that return stocks can be tracked. The serviceable items remain the property of the customer.
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© SAP AG 1999
List possible follow-up actions after the technical checkGenerate a service order from the customer repairs orderProcess, confirm, and technically complete the service order
At the conclusion of this topic, you will be able to:
Technical Check and Repairs Processing:Topic Objectives
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© SAP AG 1999
Repair Start
Repairs order
10 Repair request
Repair startNotebook 486 Repair Scrap Exch. Cred.
1 piece1 piece1 piece
NotebookNotebook
Laptop
Exchange part
Scrap
Repair
Serviceorder
Delivery of exchange part
Once the defective item has been accepted for repairs, the actual start of the repair process can begin with the technical check and the resulting business decision.
Technical check: The items are checked to see if they can be repaired or if they have to be scrapped, and whether an exchange part needs to be delivered.
The system generates a repairs item for the serviceable items to be repaired, which automatically generates a service order. This service order documents the actual repair of the serviceable item.
If you are working with inspection lots, an item is generated as soon as you have entered a usage decision for the inspection lot.
You must manually post goods movements relating to the scrapping of material from the sales order stock.
When you send exchange parts, the system generates a delivery on the basis of the sub-items created for this purpose.
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© SAP AG 2001
Serviceorder
Serviceorder
Customer Repairs Order and Service Order
Customer repairs order
10 Repair request
Repairs
20 Repair request
Repairs
30 Repair request
Repairs
Serviceorder
You can generate one or more service orders for each repair sub-item in the customer repairs order. The following information is available in the service order header:
Material number of the serviceable item Quantity of serviceable items to be repaired If necessary, the material number of the service product Number of the customer repairs order and item
If serial numbers are used, these appear in the object list of the service order. The operations and components for the service order may be taken from a general task list that is assigned to the service product or serviceable item.
The item in the customer repairs order is the settlement receiver for the service order.
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List the options for outbound delivery and billing
Deliver the repaired items to the customer
Generate an invoice
Describe the value flow for repairs processing
At the conclusion of this topic, you will be able to:
Outbound Delivery and Billing: Topic Objectives
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© SAP AG 1999
Completion Confirmation
Repair order
10 Repair request
Delivery
Pickup of loan equipment
ConfirmationNotebook 486 Delivery Loan from
1 piece
1 piece
Notebook
PC 486
Outbounddelivery
Returnsdelivery
The technical completion of the service order triggers an automatic generation of items in the customer repair order.
If the serviceable material was posted to the locked sales order stock on goods receipt, it must be reposted to the unrestricted-use sales order stock before technical completion of the service order.
The system creates a delivery-relevant sub-item for the outbound delivery of the serviceable item to the customer. If the customer has received loan equipment, the system also generates a sub-item for the returns delivery of this equipment.
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© SAP AG 1999
Billing in Repair Order
By effort
With fixed price
Generation of billing-relevant items in customer repairs order
Billing document according to conditions of repair
request item
Repairs order
10 Repair request
Billing item 1
Billing item 2
Create billing document
Billing document
Billing document
Create billing documentRepair order
Create billing request
10 Repair request
In repairs processing, you can either bill the customer for a fixed amount or according to effort. This billing form is defined in the repair request item. The billing form is proposed by the item category and can be changed individually.
In resource-related billing, you can create billing-relevant sub-items for the repair request item using the function "Create billing request". This is controlled by the dynamic item processor profile (DIP profile) you have entered in the repair request item. The system copies the sub-items when you create a billing document.
When you bill a fixed amount, the system performs pricing using the service product or the serviceable item, depending on the sales document type. You can create a billing document directly with reference to the customer repairs order. The system generates a billing item for each repair request item.
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Value Flow
Repairs order
10 Repair request
Billing document
Serviceorder
Revenues
Costs
Posting of billing document
Confirmation documents
Settlement of service order Costs
Posting completion confirmations
When you confirm a service order, cost information initially collected on the service order becomes available.
Since the order type of the service order is not classed as revenue-bearing, revenues are posted to the item in the customer repairs order during billing.
The service order is assigned to the account for the item in the customer repairs order, in other words, this item is the settlement receiver entered in the settlement rule for the service order. When you settle a service order, its costs are transferred to the item for the customer repairs order.
You can display the result of the activity as the difference between costs and revenues in the cost overview for the item in the customer repairs order.
The item in the customer repairs order also has a settlement rule. When you settle the customer repairs order, the result is transferred to the settlement receiver. For example, the settlement receiver can be a profitability segment from profitability analysis (CO-PA).
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The customer repairs order represents the main document in returns and repairs processing.
The follow-on documents required for the process are generated from the customer repairs order.
These include return deliveries, service orders, outbound deliveries, and billing documents.
Returns and Repairs: Unit Summary
(C) SAP AG LO110 7-23
Unit: Returns and Repairs Processing Topic: Order Entry and Returns Delivery
At the end of these exercises, you will be able to:
• Create a customer repairs order
• Create a returns delivery
The customer enters the repair of defective devices in the service center into the order. The customer sends the devices for repair.
1-1 Creating a customer repair order
1-1-1 Your customer is sending two defective PCs to the service center for repair, because in this case telephone consulting is insufficient.
Create a type RA customer repair order.
Sales organization: 1000
Distribution channel: 14
Division: 00
1-1-2 Enter your customer T-CSD## as the sold-to party. The customer’s purchase
order number is RA-##.
The customer wants two devices with the material number T-FSN## to be repaired.
1-1-3 Branch to the repair screen of the repair request item. Which operation has been generated as a sub-item?
1-1-4 Return to the item overview.
Choose Process → Display range → All items
to display the sub-items that have been generated.
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1-1-5 Create the returns delivery directly from the customer repair order.
Number of customer repair order:
Set the delivery type LR.
1-1-6 The customer sends serial numbers 20 and 21 to be repaired. These are not yet available as master records. Assign these serial numbers to the delivery item.
1-1-7 Post the goods receipt.
1-2 Displaying the serial number master record
1-2-1 To check if the goods receipt has been properly posted, display the serial number master record for material T-FSN##, serial number 20.
1-2-2 What can you see in the Stock information?
Unit: Returns and Repairs Processing Topic: Technical Check and Repairs Processing
At the end of these exercises, you will be able to:
• Create a service order from the customer repair order
• Process, confirm, and technically complete the service order
The technical check for the devices that have been delivered reveals that both need to be repaired. You arrange for the repair work to be carried out.
2-1 Entering the results of technical check
2-1-1 Change the customer repair order. Call up the repair detailed screen.
2-1-2 How do you recognize that the returns were posted?
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2-1-3 Which operation does the system default?
2-1-4 Return to the overview screen. Copy the automatically generated item proposal.
2-1-5 Save the customer repair order.
2-1-6 A service order was automatically generated through the procedure described above.
Where can you display the service order?
What is the service order number?
2-2 Confirming and technically completing the service order
2-2-1 The repair work has been carried out.
Using the function Overall completion confirmation, enter the work times for the service order operations.
In addition, enter a goods issue for a motherboard, material number R-1111, from plant 1200, storage location 0001.
All work is complete, so choose Tech. completion and save the confirmation.
Unit: Returns and Repairs Processing Topic: Outbound Delivery and Billing
At the end of these exercises, you will be able to:
• Deliver the repaired items to the customer
• Create an invoice
• Display the result of the repair work
(C) SAP AG LO110 7-26
The repaired device is dispatched to the customer. The repairs are charged to the customer.
3-1 Creating outbound delivery
3-1-1 To send the repaired device back to the customer, create a delivery.
Change the customer repair order.
3-1-2 Display the operation that was created when you technically completed the service order. Which operation was created?
3-1-3 Perform the outbound delivery of the repaired device to the customer. Create a delivery directly from the customer repair order.
3-1-4 Use the follow-on functions to create a transfer order for the delivery.
3-1-5 Notification number:
Warehouse number: 012
Adopt picking quantity: 2
Book the transfer order so that the goods issue is posted.
3-2 Creating billing documents and billing items
3-2-1 Choose the function Billing Request – Process Individually to create billing-relevant items in the customer repair order.
3-2-2 Enter the number of your customer repair order as the sales document. Delete the service order number.
3-2-3 Choose Save billing request.
3-2-4 In the customer repair order, choose Edit → Display Criteria → All items to display billing-relevant items that have been created.
3-2-5 Bill the customer repair order directly.
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3-2-6 Number of the billing document:
3-3 Settling a service order
3-3-1 Settle the order.
Controlling area: 1000
3-4 Displaying the results of the repairs
3-4-1 Display the cost report for the customer repair order item. How high is the result?
3-5 Settling the customer repair order
3-5-1 Settle the customer repair order.
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Unit: Returns and Repairs Processing Topic: Order Entry and Returns Delivery
1-1 Creating a customer repair order
1-1-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Create (VA01)
Field name or data type Values
Order type RA
Sales organization 1000
Distribution channel 14
Division 00
Enter
1-1-2
Field name or data type Values
Sold-to party T-CSD##
Purch. order no. RA-##
Material T-FSN##
Order quantity 2
1-1-3
Repairs
An operation Returns has been generated.
1-1-4
Back
Process → Display range → All items
(C) SAP AG LO110 7-31
1-1-5
Sales document → Deliver
Number of the customer repairs order: See field Order.
Field name or data type Values
Predefine delivery type
Delivery type
LR
Enter
1-1-6
Select the item and choose the path
Extras → Serial Numbers
Field name or data type Values
Serial Numbers 20
21
Enter
1-1-7
Post goods receipt
1-2 Displaying the serial number master record
1-2-1
Logistics → Customer Service → Technical Objects → Serial Numbers → Display (IQ03)
Field name or data type Values
Material T-FSN##
Serial Numbers 20
Enter
1-2-2
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The serial numbers are in the sales order stock for the customer repair order.
Unit: Returns and Repairs Processing Topic: Technical Check and Repairs Processing
2-1 Entering the results of technical check
2-1-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02)
Field name or data type Values
Order Your order number
Enter
Repairs
2-1-2
The quantity 2 is displayed under Received.
2-1-3
The operation Repair is defaulted.
2-1-4
Back
Copy item proposal: Yes
Enter
2-1-5
Save
2-1-6
Document flow
Service documents
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Go to the line containing the service order and choose Display document.
2-2 Confirming and technically completing the service order
2-2-1
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)
Field name or data type Values
Order Your service order number
Enter
Field name or data type Values
Actual time Enter value
Material R-1111
Quantity 1
Plant 1200
Storage location 0001
Technical completion
Save
Unit: Returns and Repairs Processing Topic: Outbound Delivery and Billing
3-1 Creating outbound delivery
3-1-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02)
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Field name or data type Values
Order Your order number
Enter
3-1-2
Repairs
An operation was created for the outbound delivery.
Back
3-1-3
Sales document → Deliver
3-1-4
In the delivery overview, choose
Subsequent functions → Create transfer order
Save Yes
3-1-5
The delivery number is displayed.
Field name or data type Values
Warehouse number 012
Adopt pick. quantity 2
Enter
Post
3-2 Creating billing documents and billing items
3-2-1
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)
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3-2-2
Field name or data type Values
Sales document Your order number
3-2-3
Save billing request
The customer repairs order is changed.
3-2-4
Process → Display range → All items
3-2-5
Sales document → Billing
Save
3-2-6
Number of billing document: See system message.
3-3 Settling a service order
3-3-1
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88)
Field name or data type Values
Controlling area
(If window appears)
1000
Order Your service order number
Settlement period Current month
Test run Delete indicator
Execute
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3-4 Displaying the results of the repairs
3-4-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Display (VA03)
Field name or data type Values
Order Your order number
Enter
Environment → Cost report
The result is in the last row of the column Total actual.
3-5 Settling the customer repair order
3-5-1
Logistics → Sales and Distribution → Sales → Order → Subsequent Functions → Settlement (VA88)
Field name or data type Values
Sales document Your order number
Settlement period Current month
Fiscal year Current year
Test run Delete indicator
Execute
(C) SAP AG LO110 8-1
© SAP AG 1999
Service Contracts
Service contracts
Definition of service products
Service processing with contract reference
Contents:
(C) SAP AG LO110 8-2
© SAP AG 1999
Describe the contents and structure of contracts
Create contracts
Bill contracts
Describe different types of service products
Describe the possible effects of contracts on service processing
At the conclusion of this unit, you will be able to:
Service Contracts: Unit Objectives
(C) SAP AG LO110 8-3
© SAP AG 1999
Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service Contracts
PlannedPlannedCustomer ServiceCustomer Service
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
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© SAP AG 1999
Long-term agreements covering particular services are concluded with the customer.
The customer is invoiced regularly based on the terms of the agreement.
Services are performed within the framework of the agreement that are either only partially billed, or not billed at all.
Service Contracts: Business Scenario
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© SAP AG 1999
Describe the contents and structure of contracts
Create contracts
Bill contracts
At the conclusion of this topic, you will be able to:
Service Contracts: Topic Objectives
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© SAP AG 1999
In a service contract, you define
for whom
in which period
which services
on which conditions
should be performed.
Contents of Service Contract
For whom: This refers to the different kinds of customer (sold-to party, ship-to party, bill-to party, payer, and so on).
In which period: The period is determined by information regarding the contract validity period and cancellation rules.
Which services: The services are described by service products in the contract items. Conditions: These include the contract fees that must be paid regularly and the price agreements for resource-related billing.
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Structure of Service Contract
Header
Contract data
Items
Price agreements
Technical objects
Billing plan
Contract dataBilling plan
Conditions
Sold-to party
Services
Price agreements
The service contract is a sales document. The sales document type 'WV' (Service and Maintenance) is used as a standard setting. The contract header contains the assignment to the sold-to party as well as additional partner information. Moreover, you can define contract data and price agreements for the contract header. These are valid for all items, for which no alternatives have been defined. You use the header billing plan to determine the settlement periods and billing periods for the item billing plans.
The contract items contain the service products and conditions. Contract data, billing plan, and price agreements can also be stored at item level. The technical objects, on which the services are to be performed, are also assigned at item level.
Functional locations, equipment with or without assembly information, or serial numbers can be entered as technical objects.
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Service Contract - Contract Data
Validity periodStart
End
Date determination rules
Activities to be performed when contract ends
CancellationCancellation procedure/conditions
Cancellation data
The data concerning the contract validity period includes the contract start and end dates, the validity period and further date information (contract signature, installation, acceptance, dismantling).
Contract start and end dates can be established using date determination rules. You can also establish which sales activity should be triggered when the contract expires. For example, this could involve creating a quotation or visiting the customer.
The cancellation data contains the cancellation procedure, in which the cancellation rules or conditions are defined. When the contract is cancelled, the cancellation data is entered (eason for cancellation, cancellation receipt date, requested date). The system checks whether the cancellation request date conforms to the rules defined.
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Service Contract - Billing Plan
Startdate
Months
Currentdate
Horizon
Settlement
Processedbillingdates
Unprocessedbilling dates
Enddate
The billing plan contains the following information: Start and end dates for billing with date determination rules. This enables the start date to be derived from the contract start, the installation, or the acceptance date.
Billing rule: Billing dates are determined using this rule. In the example: Monthly billing on the last day of the month.
Horizon with determination rule: Period of time for which billing dates are generated, based on the current date. In the example: Current date + 6 months.
Settlement periods: These are calculated using the start and end dates, together with the billing rule. In the example, the first and last calendar months of the billing period are billed proportionally.
Individual billing dates for each billing period. Each billing date has a billing status (“Processed" = settled, or “Not yet processed" = not yet settled).
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Service Contract - Price Agreements
$10$0
Price agreements are contract-specific prices, discounts or deductions.
They can be assigned to the contract header or contract item.
They are considered for resource-related billing of service orders that are assigned to the contract.
Price agreements determine which services are covered wholly, partially, or not at all by the contract. For example, a price agreement can define that all spare parts are free of charge, and that the installation of spare parts is to be invoiced at the rate of $25 per hour.
If you perform service orders with reference to the contract, the system takes these price agreements into account in resource-related billing. The system also displays the conditions from the price agreements during pricing for the billing request.
This means that the customer is only billed for those expenses that are not covered by the contract.
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© SAP AG 1999
Contract Billing
Company
Invoicex y z
Individual billing document
(order-based)
Processing of billing due list with selection
Company
Invoicex y zCompany
Invoicex y zCompany
Invoicex y z
...can be performed as a background process
ContractContractContractContractContractContract
Contract billing can be performed in three different ways: Creation of individual billing documents by specifying the contract number Processing of billing due list with selection of all contract items to be billed Regular batch billing as a background process
Billing documents are created for all unprocessed billing dates of billing plans that lie within a given period.
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© SAP AG 1999
Describe the attributes of simple, configurable, and configured service products
At the conclusion of this topic, you will be able to:
Definition of Service Products: Topic Objectives
(C) SAP AG LO110 8-13
© SAP AG 1999
Overview of Service Products
Fixed
service product
Configured
service product
Configurable
service product
• Characteristic values to be entered in contract
• Conditions depend on characteristic values
• Characteristic values from values in material master
• Conditions in accordance with price determination
• No characteristic valuation
• Conditions in accordance with price determination
Fixed, configured, or configurable service products can be entered as contract items. No valuation is possible for fixed service products. The conditions are established using standard price determination.
For configurable service products, the values of the characteristic values must be entered in the contract. The conditions can be dependent on the characteristic values.
For configured service products, the characteristic values come from the valuation in the material master record. They cannot be changed in the contract.
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Fixed Service Product
Non-configurable material
Material master for each product
No variations possible
Price is based on service quantity and time
Examples:Standard repair service
Standard hotline service
Standard maintenance service
The standard material type for service materials is DIEN. The services are described using the material text. The prices defined for these materials can be daily, weekly, monthly, or yearly prices.
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© SAP AG 1999
Configurable Service Products
Indicator "Configurable"
Assignment to one or more classes
Characteristics are assigned to classes
Valuation made in the service contract, not material master
Attributes of characteristics and characteristic values can be stored in object dependencies
Sales conditions can be defined for characteristic values
Configurable materials either have the material type "KMAT”, for which the system automatically sets the indicator ”Configurable", or another material type, for which you must set this indicator when creating the material master.
You can describe different variations of a service using the material number and the respective characteristic valuation.
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© SAP AG 2003
Inspectiontasks
Inspectionlocations
Configurable Service Products - Context
Configur-able
Material
Classes Characteristics ValuesConfiguration profile Printer
PCCopier
MonthlyQuarterlyYearly
InternalAt customer's
< 1000 km> 1000 km
Inspection service
Inspection service
Object
Interval
Location
Distance
A configuration profile must be created for each configurable material. This profile defines certain characteristics of the configuration.
In the configuration profile or in the material master, the material is assigned to one or more classes. Each class contains one or more characteristics. You can define possible values (characteristic attributes) for each characteristic. Interactions between individual characteristics and characteristic values are represented using object dependencies.
You can also assign sales conditions, in other words, prices or surcharges/discounts for characteristic values. The system takes these variant conditions into account during pricing in the order.
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Configured Service Product
Configured service product is a variant of the configurable service product
Material master exists for each variant, with reference to configurable material
Characteristic valuation made in material master
Valuation of variant (description of service product) specified in material master record and cannot be changed in service contract
A configured service product is a variant of a configurable service product. This enables frequently-used variants to be defined in the system. A material becomes a configured material when it is assigned to a configurable material in view "Basic Data 2" (at client level) or the view "Materials Planning 3" (at plant level) of the material master. The material number of the configurable material is entered.
The variants are then valuated, in other words, the characteristic values are entered for the characteristics of the configurable material.
You can display this valuation in the contract item, but you cannot change it.
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Configuredmaterial:Hotline service 3
Configuredmaterial:Hotline service 2
Features:Features:
Configuredmaterial:Hotline service 1
Configured Service Products: Example
Configurablematerial:Hotline service
Characteristics:
1. Service profile
2. Response profile
Features:
Monday - Friday
08.00 - 17.00
Monday - Friday
24 hours per day
Monday - Sunday
24 hours per day
4 hours 2 hours 2 hours
The characteristics "Service profile" and "Response profile" are assigned to the configurable material "Hotline service".
Since not all possible combinations of service and response profiles should be offered to the customer, configured materials are created with the relevant valuations.
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Describe the possible effects of contracts on service processing
Create and process service notifications and service orders with contract reference
At the conclusion of this topic, you will be able to:
Service Processing with Contract Reference:Topic Objectives
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Service Contract Assignment
Contract assignment
Service order
Contract
Notification
A notification or an order can be assigned to a service contractitem
Automatically due to the customer or the reference object
For several contract items by choosing one contract item
By entering the sales document and item numbers
Automatic contract assignment due to the reference object is only possible in the notification and can be activated for each notification type. If you call the contract selection in the notification, contracts for the customer without reference objects are selected.
A service order is automatically assigned to a contract item if it has been generated from a notification that refers to a contract.
You must call up contract selection when you create a service order directly. Alternatively, you can enter the contract number and contract item number directly in the order header. This is only possible for order types that are not revenue-bearing.
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Hotline Processing with Service Contract
Entry of service notification for
customerContract assignment
Service notification
Notification tasks
Task determination
by contract
Contract
When you create a service notification, the notification is assigned either automatically or manually to a contract item.
The contract data can be displayed on the object information screen for the notification. If you have specified information for the response and service profiles in the configuration of the contract item, this is taken into account when tasks are determined in the notification.
For this, you must have assigned a configured or configurable service product in the service contract. The characteristic valuation must correspond to a response and service profile.
If, during task determination, no response or service profiles are found for the contract, the profiles assigned to the notification type are used.
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Service Order with Service Contract
Entry ofservice order for customer
Resource-related billing
Settlement
Against contract
According to conditions of
contract
Contract assignment
ServiceOrder
Contract
The order type "SM01" is used as the standard setting for service orders with reference to a contract. Since it is not classed as revenue-bearing, you can assign the service order to a contract item.
The contract is assigned based on the previous notification. When processing the service order, you can either call up contract selection or enter the sales document and item numbers for the contract directly.
The contract assignment does not affect order planning or confirmation. The price agreements defined in the contract are considered for resource-related billing. The billing request and billing document refer to the contract and are displayed in the document flow.
There are two types of billing document for a contract: Periodic billing of the contract based on the billing plan for the contract Resource-related billing for service orders assigned to the contract
The contract item is transferred to the settlement rule for the service order as a settlement receiver. As a result, the service order is settled against the contract. Costs and revenues for the service order are assigned to the contract.
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Value Flow
Billing document
Serviceorder
Revenues
Costs
Periodic billing
Confirmation documents
Settlement of service order Costs
Posting completion confirmations
Result
Settlement receiver
Contract
Revenues
Resource-related billing
Billing document
Settlement of contract
The service order collects the costs that arise from using resources. A billing document is generated for resource-related billing. The revenues arising from this billing document are assigned to the service contract.
Similarly, the revenues arising from periodic billing of the service contract are also assigned to the service contract.
The service order is settled against the service contract, this means that the costs which accrued are assigned to the service contract item.
This is how the contract result is determined. The result is as follows: Revenues from periodic billing
+ Revenues from resource-related billing - Costs from settled service orders = Contract result
You can display this result in the cost report for the contract item. The result is settled to the settlement receiver you have entered in the contract item. For example, this can be a profitability segment from profitability analysis (CO-PA).
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A service contract defines which services are to be performed for a customer, and under which conditions.
The service products entered in contract items can be fixed, configurable, or configured.
Task determination for notifications which refer to a contract can be influenced by the contract.
A contract assignment affects resource-related billing and order settlement for service orders.
Service Contracts: Unit Summary
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Unit: Service Contracts Topic: Service Contracts
At the end of these exercises, you will be able to:
• Create a service contract
• Bill a service contract
You and your customer agree a contract that covers all repair work performed for particular technical devices. A regular fee is charged for the contract.
1-1 Creating service contracts
1-1-1 Create the service contract that you agreed with your customer.
Contract type: SC (Service Contract)
Sales organization: 1000
Distribution channel: 14
Division: 00
1-1-2 For the Sold-to party, enter your customer with the number T-CSD##.
Enter the first day of the current month as Contract start. Confirm the notification with Enter or Yes.
What contract end date is suggested?
Copy this date.
1-1-3 For material, enter REPAIR_SERVICE, for target quantity, enter 1.
1-1-4 Assign your piece of equipment T-CSE1## to the contract item.
1-1-5 Display the condition screen for this contract item.
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How high is the net value for this contract item?
1-1-6 Display the condition detail for condition type PPSV.
Which calculation type is used here?
Return to the item overview for the contract.
1-1-7 Choose Display doc. header details and then Contract data.
1-1-8 How was the end date for the contract determined?
1-1-9 What activity is triggered when the contract expires?
1-1-10 Under what conditions can the contract be canceled?
1-1-11 Display the item billing plan.
Billing dates are determined according to which rule?
What is the billing value of a billing item?
1-1-12 Within the framework of the contract as a whole, repair work should be billed at 50 EUR per hour.
Choose Extras → Price agreements → Header to enter this price agreement.
Condition type: PKAR
Material SM-REPHOUR, Amount 50 UNI
1-1-13 Within the framework of the first contract item, all materials of the material group “Spares” should be free of charge.
Condition type: ZZWV
Material group 02, Amount 100 % (Discount)
1-1-14 Save the service contract.
1-1-15 What number is assigned to the contract?
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1-2 Bill a service contract
1-2-1 Choose the function Process Billing Due List.
For Billing date, select from today to the last day of the month. For the Sold-to party, enter your customer with the number T-CSD##. Select under Documents to be selected “Order-related”.
1-2-2 Display the billing due list and save the billing documents.
1-2-3 What number does the invoice have that you created?
1-2-4 Display your contract. Where can you see that billing has already taken place?
Unit: Service Contracts Topic: Service Products
At the end of these exercises, you will be able to:
• Describe the attributes of fixed, configurable, and configured service products
Your customer enhances the contract to include regular maintenance tasks and hotline support.
2-1 Configurable service product
2-1-1 Enhance your customer’s service contract.
Material: INSPECTION_SERVICE
Target quantity: 1
Characteristic evaluation:
Service object: Desktop
Service strategy: Quarterly
Service location: Service at customer site
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Service radius: Less than 1000 miles
2-1-2 Display the condition screen for this contract item.
How high is the net value for this contract item?
2-1-3 Assign your piece of equipment T-CSE1## to the contract item.
2-2 Configured service product
2-2-1 Enhance your customer’s service contract.
Material: HOTLINE_SERVICE_B
Target quantity: 1
2-2-2 Display the configuration for this contract item.
2-2-3 Save the service contract.
Unit: Service Contracts Topic: Service Processing with Contract Reference
At the end of these exercises, you will be able to:
• Create a service notification with reference to a contract
• Create a service order with reference to a contract
• Describe the possible effects of contracts on service processing
You receive and process customer calls for the hotline contract. You perform repair work for the repair contract.
3-1 Hotline processing with reference to contract
3-1-1 Creating service notifications and determining tasks
Create a service notification of the type Problem notification.
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3-1-2 Which notification number is assigned?
3-1-3 The customer has questions about system settings. Enter a suitable notification short text.
For Sold-to party, enter the customer number T-CSD##.
3-1-4 Select the equipment “Maxitec-R 3100 personal computer” as the reference object.
3-1-5 Is a service contract located?
3-1-6 Choose Determine tasks.
3-1-7 Which tasks are determined? What are the planned finish dates?
Where do the tasks and planned finish date come from?
3-1-8 Enter David Johnson (personnel number 100036) as the person responsible for the task and save the notification.
3-1-9 Complete the service notification
Call up the function List of Tasks - Change.
3-1-10 Select all incomplete tasks assigned to David Johnson (task partner role RP and personnel number 100036 in the screen section Task data).
3-1-11 Select the task for your notification and choose Notification.
3-1-12 Complete the task and complete the notification.
3-2 Service order with service contract
3-2-1 Create a service order with contract
Create a service notification of the type Problem notification.
3-2-2 Which notification number is assigned?
3-2-3 The customer informs you that the network server has broken down. Enter a suitable notification short text.
For Sold-to party, enter the customer number T-CSD##.
Enter the Equipment T-CSE1##.
3-2-4 Is a service contract located?
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3-2-5 Assign the notification to the contract item for the repair services.
3-2-6 Display the object information screen for the equipment.
3-2-7 A technician is required on site, so create a service order from the notification.
Order type: SM01
3-2-8 How do you know that the service order is assigned to the contract item?
3-2-9 In the first operation of the service order, enter a planned work time of 4 hours.
3-2-10 Release the order and save it.
3-2-11 Service order number:
3-2-12 Confirming the service order
Enter the confirmation for technician deployment.
Use the function Overall completion confirmation.
3-2-13 Enter the order number and use Enter to confirm.
3-2-14 For the first operation, enter an actual time of 3 hours.
Create a second time confirmation for operation 10. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours).
Enter a goods issue for the material number R-1120, quantity 1 from plant 1200, storage location 0001.
3-2-15 Technically complete the order and save the confirmation data.
3-2-16 Resource-related billing
Not all services are covered by the repair contract, so resource-related billing is carried out for the service order.
Create a billing request in Individual processing for your service order.
3-2-17 Choose the Sales price view to display the billing request for the items.
3-2-18 Display the price determination for the billing request items. To do this, expand the nodes that are displayed and double click on the items.
3-2-19 How do the contractual price agreements affect the amounts?
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3-2-20 Create the billing request. What number does the billing request have?
3-2-21 Delete the billing block and create a billing document directly from your billing request.
3-2-22 Save the billing document. What number does the billing document have?
3-2-23 Settling an order
Choose the function Order settlement – Single settlement.
Enter Controlling area 1000.
Enter the service order number. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute.
3-2-24 Display the contract.
Display the cost report for the first contract item. How high is the result of the contract item?
3-2-25 Settle the contract
Settle the contract.
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Unit: Service Contracts Topic: Service Contracts
1-1 Creating service contracts
1-1-1
Logistics → Customer Service → Service Agreements → Contracts → Contract → Create (VA41)
Field name or data type Values
Contract type SC (Service Contract)
Sales organization 1000
Distribution channel 14
Division 00
Enter
1-1-2
Field name or data type Values
Sold-to party T-CSD##
Contract start First day of current month
Confirm the notification with Enter or Yes.
The contract start date plus one year is suggested for the contract end date.
1-1-3
Field name or data type Values
Material REPAIR_SERVICE
Target quantity 1
1-1-4
Select the contract item and choose
Extras → Technical objects
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Field name or data type Values
Equipment T-CSE1##
Back
1-1-5
Select the contract item and choose
Item conditions
You can see the net value in the field Net.
1-1-6
Select the line containing the condition type PPSV and choose Condition detail.
Calculation type: Quantity – monthly price
Back (twice)
1-1-7
Display doc. header details
Contract data
1-1-8
The date determination rule Contract start date + contract validity period was used to define the contract end date.
1-1-9
A contact is created one month before the end of the contract.
1-1-10
Cancellation detail
There are two calculation rules: One week right of cancellation; three months’ notice for cancellation at end of contract.
Back
Back
1-1-11
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Select the contract item and choose
Bill. plan
Rule for billing dates: 11 (last of month for billing date + 1 month).
Value of a billing item: See list (column Bill.value).
Back
1-1-12
Extras → Price agreements → Header
Other condition type
Field name or data type Values
Condition type PKAR
Enter
Field name or data type Values
Material SM-REPHOUR
Amount 50
Save
1-1-13
Select the contract item and choose
Pricing agreement
Other condition type
Field name or data type Values
Condition type ZZWV
Enter
Field name or data type Values
Material pricing group 02
Amount 100- %
Save
1-1-14
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Save
1-1-15
Number of contract: See system message.
1-2 Bill a service contract
1-2-1
Logistics → Customer Service → Service Agreements → Environment → Sales and Distribution → Billing Document → Billing Document → Maintain Billing Due List (VF04)
Field name or data type Values
Billing date from Today
Billing date to Last day of this month
Sold-to party T-CSD##
Documents to be selected Order-related
1-2-2
Display billing due list
Save
1-2-3
To define the billing document number, go to the group number and choose Documents.
1-2-4
Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43)
Field name or data type Values
Contract Your contract number
Enter
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You can see that billing has already taken place
in the document flow: Display document flow
Back
in the item status of the billing date in the billing plan: Bill.plan, column Billst (billing status).
Back
in the cost report: Environment → Cost Report
Unit: Service Contracts Topic: Service Products
2-1 Configurable service product
2-1-1
Logistics → Customer Service → Service Agreements → Contracts → Contract → Change (VA42)
Field name or data type Values
Contract Your contract number
Enter
Continue
Field name or data type Values
Material INSPECTION_SERVICE
Target quantity 1
Enter
Field name or data type Values
Service object DESKTOP
Service strategy IQ
Service location CUST
Service radius L1000
Back
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2-1-2
Select the second contract item and choose
Item conditions
You can see the net value in the field Net.
Back
2-1-3
Select the second contract item and choose
Extras → Technical objects
Field name or data type Values
Equipment T-CSE1##
Back
2-2 Configured service product
2-2-1
Field name or data type Values
Material HOTLINE_SERVICE_B
Target quantity 1
2-2-2
Select the contract item and choose Item details: Configuration.
Back
2-2-3
Save
Unit: Service Contracts Topic: Service Processing with Contract Reference
3-1 Hotline processing with reference to contract
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3-1-1 Creating service notifications and determining tasks
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
3-1-2
Notification number: See Notification.
3-1-3
Field name or data type Values
Notification short text Question about system settings
Sold-to party T-CSD##
3-1-4
Field name or data type Values
Equipment Use search help to select
3-1-5
The notification is assigned to the third item in the service contract (field Sales document).
3-1-6
Define tasks
3-1-7
Tasks
The activity Call customer back is defaulted with a reaction time of three hours. These entries result from the response profile that was generated when the contract item was configured.
3-1-8
Field name or data type Values
Responsible Personnel number 100036
Save
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3-1-9 Complete the service notification
Logistics → Customer Service → Service Processing → Notification → List of Tasks → Change (IW66)
3-1-10
Field name or data type Values
Task data – Partners Partner function RP
Personnel number 100036
Execute
3-1-11
Select the task for your notification and choose Notification.
3-1-12
Tasks
Select the task and choose Complete.
Complete
Continue
3-2 Service order with service contract
3-2-1 Create a service order with contract
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
3-2-2
Notification number: See Notification.
3-2-3
Field name or data type Values
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Notification short text Server breakdown
Sold-to party T-CSD##
Equipment T-CSE1##
3-2-4
Three valid contract items were found.
3-2-5
Select the contract item REPAIR_SERVICE and then Choose.
3-2-6
Object information
Continue
3-2-7
ServOrder
Continue
3-2-8
You can see the contract/item numbers in the Sales document field of the service order.
3-2-9
Field name or data type Values
Work durtn. 4 hours
3-2-10
Release
Save
3-2-11
Number of service order: See system message.
3-2-12 Confirming the service order
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Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)
3-2-13
Field name or data type Values
Order Your order number
Enter
3-2-14
Field name or data type Values
Actual time 3
Operation (second line) 10
Actual work (second line) 1
Service type (second line) 1413
Material R-1120
Quantity 1
Plant 1200
Storage location 0001
3-2-15
Technical completion
Save
3-2-16 Resource-related billing
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)
Field name or data type Values
Service order Your order number
3-2-17
Sales price view
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3-2-18
Expand All Nodes
Double click on the items to display the condition screen below.
3-2-19
The system checks the price agreement information from the contract (condition types PKAR or ZZWV).
3-2-20
Save billing request
Yes
The billing request is displayed.
3-2-21
Field name or data type Values
Billing block Delete
Sales document → Billing
3-2-22
Save
Number of billing document: See system message.
3-2-23 Settling an order
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88)
Field name or data type Values
Controlling area 1000
Order Your order number
Settlement period Current month
Test run Delete indicator
Execute
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3-2-24
Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43)
Field name or data type Values
Contract Your contract number
Enter
Environment → Cost report
Result of the contract item: Column Total actual, last line.
3-2-25 Settle the contract
Logistics → Customer Service → Service Agreements → Contracts → Contract → Subsequent Functions → Settlement (VA88)
Field name or data type Values
Sales organization 1000
Sales document Your contract number
Settlement period Current month
Fiscal year Current year
Test run Delete indicator
Execute
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Planned Customer Service
Task lists
Maintenance plans
Scheduling
Contents:
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Describe the functions and contents of task lists and maintenance plans
Create task lists and maintenance plans
Schedule maintenance plans
At the conclusion of this unit, you will be able to:
Planned Customer Service: Unit Objectives
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Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedCustomer Service
Field ServiceField ServicePlanningPlanning EvaluationsEvaluations
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Specific work is performed repeatedly and should only be described once.
Specific work is performed at regular intervals.
Planned Customer Service: Business Scenario
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List the functions and contents of task lists
Create task lists
At the conclusion of this topic, you will be able to:
Task Lists: Topic Objectives
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Task Lists in Service
Description of repetitive work
Reference for service order operations
Use:
Planned service (assembly, modification, repair)
Regular service (preventive maintenance, inspection)
Task list types:
Task list for functional location
Equipment task list
General task list
Work that is frequently repeated is described in task lists. Task lists are copy models for determining the operations, components and utilities for service orders. They are used for planning labor, materials, and tools.
Task lists are used for ongoing or irregular repetitive services. When a service order is processed, the operations can be copied from one or more task lists.
When used for planned, regularly repeated work, the task list is assigned to a maintenance item in a maintenance plan. When orders are generated automatically, the operation data is generated from this task list.
There are three types of task list: The task list for functional location describes tasks to be performed at a particular functional location. The equipment task list describes the tasks to be performed on a specific piece of equipment. General task lists are not assigned to a functional location or a piece of equipment. They can be assigned to a material number as a construction type or assembly and describe tasks that can be performed on several objects.
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Structure of Task List
Task listheader
Operations
Components
Utilities
Sub-operations
Maintenancepackages
A task list is structured as follows: Task list header with description, plant assignment, assignment to technical object (functional location, equipment or material number as construction type/assembly), planner group, and service work center.
The task list contains one or more operations. These are the individual steps that are executed by internal or external employees.
Sub-operations can be created for each operation if more detailed structuring is required. Components can be assigned to each operation. These are stock or non-stock materials. Utilities required to execute the work are also assigned to the operation. These can be materials that are not used up, pieces of equipment or documents.
If the task list is to be assigned in a strategic maintenance plan, in order to generate orders automatically at regular intervals, a maintenance strategy must be entered in the task list header. Each operaiton must then be assigned to one or more maintenance packages in this maintenance strategy. This determines which operations are executed on which due dates.
Dependencies between different operations can be specified using relationships.
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Task List Selection in Service Order
Task list 1
Operations
Task list 2
Operations
Service order
OperationsComplete transfer
Operation transfer
When a service order is created, all the operations in a task list may be copied to the order or just individual operations.
The task list to be copied can be selected according to the following criteria: Direct entry of the task list, obect-related task list, general task lists for the assembly, general task lists for the object structure, general task lists of all types.
When the operations are transferred, the work center in the operations can be replaced if required. An execution factor can also be entered, which is used to multiply the planned times and quantities from the task list. The task lists used in an order can be displayed in an overview.
You can also propose a task list using the service product. You can also define configurable task lists. A configuration profile must first be assigned to the task list. The profile refers to the configuration classes and characteristics. The object dependencies must also be maintained. When the task list is included in service orders, the characteristic values for the configuration can be entered. The valuated configuration characteristics are used to trigger the task list and transfer it to the operations in the order. In addition to selecting operations based on the characteristic values entered, values for the operation can also be recalculated.
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List the functions and contents of maintenance plansCreate maintenance plans
At the conclusion of this topic, you will be able to:
Maintenance Plans: Topic Objectives
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Definition of Maintenance Plan
A maintenance plan contains the following information for service activities to be performed on a regular basis:
StrategiesDescriptions of workTechnical objectsScheduling data
It consists of:One or more maintenance itemsA maintenance schedule
A maintenance plan is used to generate service orders or notifications automatically.
The maintenance plan contains scheduling information from the intervals specified and from the scheduling parameters, which apply specifically to this maintenance plan. During scheduling, this information is used to calculate the due dates for the service activities to be executed. For strategy plans, the interval information is derived from the maintenance strategy, to which the maintenance plan is assigned.
You can use maintenance plans to generate service notifications, service orders or service entry sheets for external service management in MM. The entry of the maintenance call object is controlled by the maintenance plan category.
The item data contains the description of the maintenance item, the assignment of a task list, in which the activities to be performed are described, as well as planning and location data for the notifications or orders to be generated automatically.
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Types of Maintenance Plan
Time/Performance
Time/Performance
Time
Performance
Single cycle plan
Time-based
Performance-based
Strategy plan
Time-based
Performance-based
With maintenance packages
Multiple counter plan
Multiple counters
With cycle sets
The single cycle plan contains tasks that are performed at one specific interval. The strategy plan contains tasks that are performed at different intervals (for example, a comprehensive/brief inspection). A maintenance strategy comprises different maintenance packages with different due dates.
The intervals can be based on time or performance. The multiple counter plan is used to relate several cycles or intervals with different counters to one another. Example: Maintenance is performed every 1,000 operating hours or every three months.
Combinations of cycles for multiple counter plans that occur frequently can be grouped into cycle sets and used as a copy model when a multiple counter plan is created.
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Structure of Maintenance Plan
Maintenance plan Interval(s)
Scheduling parameters
Schedule
Maintenance calls
Maintenance items Reference object(s)
Planning data
Task list
Contract item
Maintenance strategy
Contract
The following information is assigned to the maintenance plan: The maintenance strategy for strategy plans The interval(s), at which the activities are to be performed The scheduling parameters which control scheduling The schedule with the individual maintenance calls. This is the result of maintenance plan scheduling. For each call, it is clear when call objects are, or have been, generated from the maintenance plan.
One or more maintenance items The maintenance item contains the following information:
One or more reference objects, for which activities are to be performed Planning data that is transferred to the order header A task list, in which the activities can be described in detail The assignment to a service contract item, in which the execution of these activities was agreed with the customer
Notifications or orders are generated for each maintenance item in the maintenance plan. They obtain the same start dates.
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© SAP AG 1999
Link to Maintenance Plan - Maintenance Contract
Create maintenance plan for contract item
Maintenance plan category:
• With notification
• With order
Item 10Maintenance
Item 10Maintenance Technical objects
Reference
Transfer of default data
Maintenance plan
Contract
You can create a maintenance plan with reference to a service contract item. This maintenance plan category enables you to simplify the processing of services, which you have agreed for service objects in outline agreements.
When a maintenance plan is created with reference to a contract item, the system automatically copies certain data to the maintenance item. The start date is proposed from the contract item. If the service order is the call object for the maintenance plan, a reference is made to the object list for the contract, which can only be changed there. Additional default values are copied to the maintenance item using the service product from the contract item.
Since you have assigned a general task list to the service product, the system receives information about the maintenance plan type when a maintenance plan is created with "Service order" call object. The strategy for the maintenance plan is determined using the the maintenance strategy that is specified in the general task list. If no strategy is specified in the general task list, a single cycle maintenance plan is created.
During scheduling, the system creates service notifications or orders with reference to a contract.
(C) SAP AG LO110 9-14
© SAP AG 1999
Describe the scheduling options available
Execute scheduling
Display the scheduling overviews
At the conclusion of this topic, you will be able to:
Scheduling: Topic Objectives
(C) SAP AG LO110 9-15
© SAP AG 2001
Scheduling
Determining due dates for planned service notifications or orders
Taking into account:Maintenance strategy
Specified intervals
Scheduling parameters
Scheduling period
Result: Schedule with maintenance calls
During scheduling, the following information is taken into account: Maintenance strategy: Time or performance-based or a combination of the two (multiple counters) Specified intervals: For example, every three or six months, every 1,000 operating hours Scheduling parameters for greater control of scheduling Scheduling period: Time interval, at which maintenance calls should be generated
New start is the function normally used to start a maintenance plan at an object, where maintenance tasks will be used. If a cycle start date or initial counter reading has been entered in the scheduling parameters, an explicit new start is not necessary. Schedule is the function normally used to generate new calls or call objects.
The result is a schedule with maintenance calls. A call corresponds to the date for a planned service notification or service order. The status of the call indicates whether: A call object has already been generated for the call The call object has already been completed No call object has yet been generated for the call The call date has been fixed manually The call has been skipped, that is, no call object should be generated
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© SAP AG 1999
Scheduling Overviews
Maintenance item report, sorted by equipment (no.)1998 1999
... or as a list• With display variants• With list viewer
... as a graphic• With maintenance plan simulation• With/without details
You can use the scheduling lists to display all the maintenance dates for the specified conditions, for example, for a piece of equipment or maintenance plan.
The lists inform you of the call dates and associated service notifications or orders. Detail data screens can also be called up from these lists.
(C) SAP AG LO110 9-17
© SAP AG 1999
Task lists are used to describe services performed repeatedly.
Maintenance plans are used to generate service notifications or orders regularly.
A maintenance plan can be time-based, performance-based, or a combination of both.
During scheduling, calls for service notifications or orders are generated using data entered in the maintenance plan.
Planned Customer Service: Unit Summary
(C) SAP AG LO110 9-20
Unit: Planned Customer Service Topic: Task Lists
At the end of these exercises, you will be able to:
• Create task lists
Specific work is performed repeatedly and should only be described once.
1-1 Creating an equipment task list
1-1-1 Create a task list for your equipment T-CSE1##.
Description: Server maintenance activities
Status: Released (general)
1-1-2 Call up the operation overview and create 3 operations.
1-1-3 Assign components from the structure list to one of the operations.
1-1-4 Save the task list.
Unit: Planned Customer Service Topic: Maintenance Plans
At the end of these exercises, you will be able to:
• Create maintenance plans
Specific work is performed at regular intervals. This work is partly arranged in a contract.
(C) SAP AG LO110 9-21
2-1 Creating a maintenance plan for a contract
2-1-1 Create a maintenance plan for the maintenance contract. This enables service orders to be generated at regular intervals for the contractually agreed maintenance tasks.
Create a maintenance plan of the type Service order with contract for item 20 of your service order (material INSPECTION_SERVICE).
Planning plant: 1200
2-1-2 Enter a cycle of 3 months.
2-1-3 Choose Maintenance plan scheduling parameters and enter a scheduling period of 1 year.
2-1-4 Which cycle start date is defaulted?
2-1-5 Which task list was assigned by the system?
2-1-6 Which technical object is contained in the maintenance item object list?
2-1-7 Save the maintenance plan.
2-1-8 Number of the maintenance plan:
Unit: Planned Customer Service Topic: Scheduling
At the end of these exercises, you will be able to:
• Create service orders for a maintenance plan
• Display the scheduling overviews
(C) SAP AG LO110 9-22
Service orders for maintenance tasks are generated and monitored at regular intervals.
3-1 Scheduling a maintenance plan
3-1-1 Schedule your maintenance plan.
3-1-2 Choose Start and confirm the defaulted cycle start date.
3-1-3 What planned date and call status are assigned?
3-1-4 Save the maintenance plan.
3-1-5 Display the scheduled calls for the maintenance plan.
3-1-6 Was a service order created?
If so, what order number was assigned?
3-2 Display scheduling overview
3-2-1 Display the scheduling overview for your maintenance plan as a graphic. Display one year.
3-2-2 Display the scheduling overview for your maintenance plan as a list. Display one year.
(C) SAP AG LO110 9-25
Unit: Planned Customer Service Topic: Task Lists
1-1 Creating an equipment task list
1-1-1
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Equipment → Create (IA01)
Field name or data type Values
Equipment T-CSE1##
Enter
Field name or data type Values
Short text Server maintenance activities
Status 4
1-1-2
Operation overview
Field name or data type Values
Description of operation Create three operations
1-1-3
Select an operation and choose Components.
Choose Component selection, select the components and then Choose.
1-1-4
Save
(C) SAP AG LO110 9-26
Unit: Planned Customer Service Topic: Maintenance Plans
2-1 Creating a maintenance plan for a contract
2-1-1
Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → For Contract Item (IP50)
Field name or data type Values
Maintenance plan category Service order with contract
Sales document Your contract number
Item 20
Planning plant 1200
Enter
2-1-2
Field name or data type Values
Cycle/Unit 3 MON
2-1-3
Maintenance plan scheduling parameters
Field name or data type Values
Scheduling period 1 YR
2-1-4
The contract start date is suggested for the cycle start.
2-1-5
Item
The general task list with task list group PC-SERV and group counter 3 is assigned as the task list.
(C) SAP AG LO110 9-27
2-1-6
Object list item
Equipment T-CSE1## from the contract item is displayed in the object list.
2-1-7
Save
2-1-8
Number of maintenance plan: See system message.
Unit: Planned Customer Service Topic: Scheduling
3-1 Scheduling a maintenance plan
3-1-1
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Schedule (IP10)
Field name or data type Values
Maintenance plan Your maintenance plan number
Enter
3-1-2
Start
Continue
3-1-3
The cycle start data plus three months is suggested as the first planned date.
3-1-4
(C) SAP AG LO110 9-28
Save
3-1-5
Enter
3-1-6
Select the first call and choose Display call object.
You see the service order that has been created.
3-2 Display scheduling overview
3-2-1
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → Graphical (IP19)
Field name or data type Values
To date Today + 1 year
Maintenance plan Your maintenance plan number
Execute
3-2-2
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List (IP24)
Field name or data type Values
Maintenance plan Your maintenance plan number
Execute
(C) SAP AG LO110 10-1
© SAP AG 2003
Evaluations
Service history
Service information system
Business Information Warehouse (BW)
Contents:
(C) SAP AG LO110 10-2
© SAP AG 2003
List the elements which form a service history
Display the service history
List the options provided by the Service Information System
Display reports in the Service Information System
List the options provided by the Business Information Warehouse
At the conclusion of this unit, you will be able to:
Evaluations: Unit Objectives
(C) SAP AG LO110 10-3
© SAP AG 1999
Returns and RepairsReturns and Repairs
Course Overview Diagram
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
Field ServiceField ServicePlanningPlanning Evaluations
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© SAP AG 1999
By recording information relevant for service, a history is constructed, which can be used in the decision-making process.
The data from service processing is evaluated continually, enabling improvements to be made.
Evaluations: Business Scenario
(C) SAP AG LO110 10-5
© SAP AG 1999
List the elements which form a service history
Display the service history
At the conclusion of this topic, you will be able to:
Service History: Topic Objectives
(C) SAP AG LO110 10-6
© SAP AG 2003
Elements of the Service History
Usage history
Change history
Time
Customer 1 Customer 2
Condition and performance
Temperature22 33 55 11Operatinghours Completed notifications
Completed/ historical service orders
The service history consists of the following elements: The usage history shows when a technical object was installed and where. For a functional location, this means all the pieces of equipment installed. For a piece of equipment, this means all the functional locations, at which this equipment was installed.
The change history documents changes made to important master data, such as assignment to the customer. The individual usage periods of a piece of equipment can be displayed in the usage list.
Conditions and performance of the service objects are documented in the system using measuring points or counters and measurement documents.
Completed notifications provide an overview of all the problem notifications, service requests or activity reports that have been entered and completed in the system.
Completed service orders provide an overview of all the services provided. Historical service order can be created from completed orders during archiving. These contain the most important order data only. You enter historical service orders in the system for documentation purposes after they have been executed.
(C) SAP AG LO110 10-7
© SAP AG 1999
1
2
1
2
Service order1
2
Service order1
2
Service order1
2
Service order
Service notification
Service notification
Service notification
Service notification
Notification and Order History
Service notification
Service order
1
2
Service order
Notifications
Single/multi-level lists
Lists for activities, tasks and items
Orders
Single/multi-level lists
Confirmation list
Material where-used list
Document flow
Various information can be displayed for the completed notifications and the historical or completed service orders.
The same functions are used as for processing notifications and orders. The document flow makes it possible to display an overview of all the documents related to a business transaction (problem notification, service order, activity reports and so on).
(C) SAP AG LO110 10-8
© SAP AG 1999
List the options provided by the Service Information SystemDisplay reports in the Service Information System
At the conclusion of this topic, you will be able to:
Service Information System: Topic Objectives
(C) SAP AG LO110 10-9
© SAP AG 1999
Data Warehouse - Concept
Analysis tools
Summarized information
Integrated application modules
Externaldata Sales
& Distribution Accounting
CustomerService
Materials Management
Newer Data Warehouse concepts are derived from a three-level model approach. The three levels subdivide the complete data flow, from data retrieval in transaction systems to presentation of information at the top level.
Integrated transaction applications form the basis for information retrieval. These systems accumulate large volumes of master and process data, which is then refined using information systems, enabling it to be presented clearly.
To do this, the application data is summarized into a few, meaningful key figure amounts, and managed separately in the database tables of a data warehouse.
Various analysis tools are available in the third layer to evaluate the statistical data obtained. They provide a wide range of options for performing meaningful analyses and presenting statistical data, and thereby constitute high-performance tools that can be used in the decision-making processes of modern management.
The update of the Logistics database is either performed online or in the background. In addition to automatic updates from the SAP application, data can also be taken from external systems. The database also contains information that is stored in the info structures during planning.
(C) SAP AG LO110 10-10
© SAP AG 2003
Plant MaintenanceService Sales
Individual info structuresService management Sales
Info structure: ServiceCharacteristics
Serviceable itemCustomerService group ...
Periodicity Key figuresMonthlyWeeklyDaily
Number of quotationsBreakdownsCosts
Standard info structuresLogisticsLogistics
InformationInformationSystemSystem
Logistics - Data Warehouse
Info structures
TransparentSummarization criteria
Characteristics
Periodicity
Measurable amountsQuantitative key figures
Qualitative key figures
Diverse info structures supplied in standard systemCreation of individual info structures possible
The individual physical tables of the information system are described as information structures. They are structured in the usual way.
The real analysis objects are entered as evaluation groups in the info-structures in the form of characteristics. Statistical information is updated in summarized form for characteristics such as object, customer or material. Organizational elements such as work center, sales area or storage location are also used as characteristics in info structures.
The time base provides another option for summarizing data. The data is not only cumulated for each characteristic, but also for each period. With regard to periodicity, data can be compressed daily, weekly or monthly for each info structure.
Logistics key figures are updated for each combination of characteristic and periodicity. These include quantitative amounts, which provide information about measurable objects. Key figures can be recovered for each evaluation group using cumulation, for example, the costs per customer. However, they can also be simple counters such as "Number of notifications".
Various info structures are supplied in the standard SAP System. You can group characteristics and key figures into individual information structures and provide them with data, according to your own needs.
(C) SAP AG LO110 10-11
© SAP AG 1999
Analysis Views and Information
Analysis views CustomerObject classesTechnical objectsManufacturerService planner and groupsDamage and causesOrders, notifications and activities
Information Notification informationOrder informationCosts and revenuesTimesConfirmation informationResults of damage and breakdownOrder receiptInvoiced sales
The analysis views represent the hierarchy levels, at which the values or information can be considered and analyzed.
The information or values are summarized for the individual elements of the analysis views. Each analysis is a combination of one or more analysis views and information.
(C) SAP AG LO110 10-12
© SAP AG 1999
Standard Analysis Options
FunctionsABC analysis
Classification
Segmentation
Comparisons
Cumulativefrequency curve
Correlation
Additionalinformation
Equipment masterNotificationCustomer
...
Customer: JacksonObject class: PC
Month Notificationsentered
0203
35
24
Customer: JacksonObjectclass
Notificationsentered
Notificationscompleted
814
613
Problem notification analysis
Notificationsentered
Notificationscompleted
35 28Drill-down
byequipment
Customer
Jackson
Drill-downby
periodPCPrinter
Notificationscompleted
20 17Sanders
The database for a standard analysis is established by defining the analysis object (for example, customer, equipment) and specifying selections. The structure of this dataset can then be displayed using a basic list and various drill-down lists. The individual analyses can be archived.
The following special functions are available for individual business checks of key figure and characteristic values that form the basis of an analysis: ABC analysis: Three-way classification by A, B, and C segment. Classification: Division of values into a maximum of six classes. Segmentation: Segmentation makes it possible to classify characteristic values by two different key figures (for example, customer by number of orders and service costs).
Comparisons: It is possible to perform a planned/actual comparison, a comparison of two key figures, and a comparison between the current values and those from the previous year.
Cumulative frequency curve: Graphical representation of the distribution of a cumulated key figure value against the quantity of existing characteristic values (percentage or absolute).
Correlation: Correlation curves can be used to illustrate dependencies between several key figures. Graphical displays can also be called up.
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© SAP AG 1999
Additional Functions of LIS
Planning of key figure values fora particular characteristic attributefor planned/actual comparisons
Planning of key figure values fora particular characteristic attributefor planned/actual comparisons
Early Warning System with exception analyses:- Definition of exceptions- Definition and scheduling
of exception analyses
Early Warning System with exception analyses:- Definition of exceptions- Definition and scheduling
of exception analyses
Logistics Information Library:Finding key figuresLogistics Information Library:Finding key figures
The Early Warning System can be used for decision-oriented selection and review of weak-points within Logistics. It enables you to look for exceptional situations and helps you to identify potential malfunctions at an early stage. You can define the exceptional situations yourself in the form of exceptions, likewise the conditions for follow-up processing of these exceptions. An exception consists of the information about characteristics or characteristic values (for example, customer, material) and conditions.
The information systems for Logistics can be used not only to evaluate actual data, but also to enter planned data. This planned data can then be included in an additional step in the standard analyses for a planned/actual comparison. Planning is based on the information structures. Both the information structures supplied in the standard system and those defined internally can be planned.
The Logistics Information Library (LIL) is used to enter, classify and search for key figures in Logistics. The term "key figure" is broad enough so that, for example, information such as warehouse stock is also understood as a key figure.
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© SAP AG 2003
The elements which form the service history are the usage and change histories, the recording of conditions and performance, and completed notifications and orders.
The Service Information System and the Business Information Warehouse make it possible to summarize transaction data at any number of levels to perform analyses and create key figures.
Evaluations: Unit Summary
(C) SAP AG LO110 10-15
Exercises: Evaluations
Unit: Evaluations Topic: Service History
At the end of these exercises, you will be able to:
• Display the elements that form a service history
Service employees familiarize themselves with past operations.
1-1 Displaying a service history
1-1-1 Functional location history
Display the Equipment usage periods for functional location K1-B02.
1-1-2 What equipment was installed before at this functional location?
1-1-3 Equipment history
Display the Usage list for Equipment P-1000-N001.
1-1-4 At which functional locations was the piece of equipment installed?
1-1-5 Display the action log for the same equipment.
What was the last change to be made?
(C) SAP AG LO110 10-16
1-1-6 Notification history
Display all completed notifications for your customer T-CSD##.
1-1-7 Sort in ascending order according to notification date. What is the date of the last notification?
1-1-8 Order history
Display all completed service orders for your customer T-CSD##.
What is the date of the last order?
1-1-9 Change the current display variable and enter the fields Total revenues act., Total sum (actual), and Total actual costs in the list.
Calculate the total sums for these columns and then the sub-totals for the order types.
1-1-10 Confirmation history
Display all time confirmations that you entered during this week.
What is the sum of the actual hours that have been entered?
Unit: Evaluations Topic: Service Information System
At the end of these exercises, you will be able to:
• Display reports in the Service Information System
Information at a higher aggregation level is required for strategic decisions.
(C) SAP AG LO110 10-17
2-1 Displaying standard evaluations
2-1-1 Cost analysis
Display the cost analysis for your functional location TCST##-ADMI.
2-1-2 How high are actual costs and actual revenues for the functional location?
Call up the different analysis options.
2-1-3 Problem notification analysis
Display the problem notification analysis for your customer T-CSD##.
How many problem notifications have been entered and completed during the current month?
2-1-4 Display the problem notification analysis for the entire sales organization 1000.
2-1-5 Expand according to the characteristic Customer.
2-1-6 Display a hit list according to the number of notifications that have been entered.
2-1-7 Sales-customer analysis
Display the customer analysis of the sales data for sales organization 1000, distribution channel 14, for all divisions.
2-1-8 User-defined analysis
Display the user-defined analysis (area Plant Maintenance) for the information structure Warranty Analysis.
How high are the total warranty costs for the current month?
(C) SAP AG LO110 10-20
Unit: Evaluations Topic: Service History
1-1 Displaying a service history
1-1-1 Functional location history
Logistics → Customer Service → Management of Technical Objects → Functional Location → Display (IL03)
Field name or data type Values
Functional Location K1-B02
Enter
Structure → Usage periods
Field name or data type Values
Usage periods from Delete
Execute
1-1-2
Equipment with to-dates that have already passed were previously installed at the functional location.
1-1-3 Equipment history
Logistics → Customer Service → Management of Technical Objects → Equipment → Display (IE03)
Field name or data type Values
Equipment P-1000-N001
(C) SAP AG LO110 10-21
Enter
Extras → Usage list
1-1-4
Historical installation locations appear in the list from the second line onwards.
1-1-5
Back
Extras → Action log
1-1-6 Notification history
Logistics → Customer Service → Service Processing → Notification → List Editing → Display (IW59)
Field name or data type Values
Notification status Completed
Partners Partner function SP
Customer number T-CSD##
Notification date from Delete
Execute
1-1-7
Select the Date column and sort in descending order. The previous notification appears at the start.
1-1-8 Order history
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Display (IW73)
Field name or data type Values
Order status Completed
(C) SAP AG LO110 10-22
Partners Partner function SP
Customer number T-CSD##
Period from Delete
Execute
1-1-9
In the list, choose Current...
In Column set, choose the field entry Costs/Revenues, select the fields Total revenues act., Total sum (actual), Total actual costs, and choose Show selected fields.
Choose Copy.
Select the new columns and select Total values
Select the column Order type and choose Subtotal.
1-1-10 Confirmation history
Logistics → Customer Service → Service Processing → Confirmation → Display → Confirmation List (IW47)
Field name or data type Values
Order status In process
Completed
Entered on Today -5 days
Entered by Your user ID
Execute
You can see the sum of hours entered in the column Work act.
Unit: Evaluations Topic: Service Information System
2-1 Displaying standard evaluations
(C) SAP AG LO110 10-23
2-1-1 Cost analysis
Logistics → Customer Service → Information System → Standard Analyses → Cost Analysis (MC18)
Field name or data type Values
Functional Location TCST##-ADMI
Execute
2-1-2
Choose key figures
Select Total actual costs and Total revenues act., then Choose.
Continue
2-1-3 Problem notification analysis
Logistics → Customer Service → Information System → Standard Analyses → Problem Notifications (MCIA)
Field name or data type Values
Customer T-CSD##
Month from Current month
Execute
Back
Save No
2-1-4
Field name or data type Values
Sales organization 1000
Customer Delete
Execute
(C) SAP AG LO110 10-24
2-1-5
Place the cursor on the sales organization, choose Drill down by, and then Customer, and then Continue.
2-1-6
Select the column NotifCreat, choose TOP N, and then Enter.
Back (2x)
Save No
2-1-7 Sales-customer analysis
Logistics → Customer Service → Information System → Standard Analyses → Sales/Distribution Data → Customer (MCTA)
Field name or data type Values
Sales organization 1000
Distribution channel 14
Division Blank
Execute
Back
Save No
2-1-8 User-defined analysis
Logistics → Customer Service → Information System → Standard Analyses → User Defined Analysis → Plant Maintenance (MCIS)
Field name or data type Values
Info Structure Warranty evaluation
Delete all characteristic values and enter the current month as Month from.
Execute
Back
Save No
(C) SAP AG LO110 11-2
© SAP AG 1999
Returns and RepairsReturns and Repairs
Summary
CS CS -- OverviewOverview
Technical ObjectsTechnical Objects
HelpdeskHelpdesk
Service ContractsService Contracts
PlannedPlannedCustomer ServiceCustomer Service
TechnicianTechnicianResource PlanningResource Planning EvaluationsEvaluations
(C) SAP AG LO110 11-3
© SAP AG 2003
Further Courses
PLM305 - Structuring and Managing Technical Objects
PLM310 - Preventitive Maintenance and Service
PLM330 - Service Contracts
PLM335 - Service Processing
LO836 - Service Processing: Controlling Functions
(C) SAP AG LO110 12-4
Activities Menu Path Master Data Display work center IR03 Logistics → Customer Service → Service
Agreements → Environment → Work Centers → Work Center → Display
Create equipment master IE08
Logistics → Customer Service → Management of Technical Objects → Equipment → Create
Display equipment master IE03
Logistics → Customer Service → Management of Technical Objects → Equipment → Display
Display installed base IB53 Logistics → Customer Service → Technical Objects → Serial Numbers → Display IBase
Display customer master VD03
Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution
Material stock overview MMBE
Logistics → Customer Service → Management of Technical Objects → Material → Stock Overview
Display material master MM03
Logistics → Customer Service → Technical Objects → Material → Display
Create master warranty BGM1
Logistics → Customer Service → Service Agreements → Warranties → Master Warranty → Create
Display serial number IQ03 Logistics → Customer Service → Technical Objects → Serial Numbers → Display
Create functional location IL08
Logistics → Customer Service → Management of Technical Objects → Functional Location → Create
Display functional location IL03
Logistics → Customer Service → Management of Technical Objects → Functional Location → Display
Functional location – structural display IH01
Logistics → Customer Service → Management of Technical Objects → Functional Location → Structural
(C) SAP AG LO110 12-6
Service notifications Customer Interaction Center - Front Office CIC0
Logistics → Customer Service → Customer Interaction Center → Front Office → Front Office
Change list of tasks IW66 Logistics → Customer Service → Service Processing → Notification → List of Tasks → Change
Create notification (general) IW51
Logistics → Customer Service → Service Processing → Notification → Create (General)
Create notification – problem notification IW54
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
Notification – change list editing IW58
Logistics → Customer Service → Service Processing → Notification → List Editing → Change
Service Orders Create quotation for service order DP80
Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation
Create billing document VF01
Logistics → Customer Service → Service Processing → Completion → Billing Document → Create
Create billing document – batch billing VF06
Logistics → Customer Service → Service Processing → Completion → Billing Document → Batch Billing
Create billing document – edit billing document list VF04
Logistics → Customer Service → Service Processing → Completion → Billing Document → Edit Billing Document List
Create billing request – individual processing DP90
Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Individual Processing
Create billing request – collective processing DP95
Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Collective Processing
Graphical monitor I_GRAPH_MONITOR
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Graphical Monitor
(C) SAP AG LO110 12-7
Capacity planning – leveling individual capacity (graphic) CM30
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Leveling → Individual Capacity (Graphic)
Capacity planning – evaluation of orders CM02
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Evaluation → Orders
Display completion confirmation IW43
Logistics → Customer Service → Service Processing → Confirmation → Display → Completion Confirmation
Completion confirmation – CATS CAT2
Logistics → Customer Service → Service Processing → Confirmation → Entry → Time Sheet → Time Data → Enter
Completion confirmation – individual time confirmation IW41
Logistics → Customer Service → Service Processing → Confirmation → Entry → Individual Confirmation (Time)
Completion confirmation – overall completion confirmation IW42
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation
Display confirmation list IW47
Logistics → Customer Service → Service Processing → Confirmation → Display → Confirmation List
Completion confirmation – collective time confirmation with selection IW48
Logistics → Customer Service → Service Processing → Confirmation → Entry → Collective Confirmation (Time) → With Selection
Cancel completion confirmation IW45
Logistics → Customer Service → Service Processing → Confirmation → Cancel
Completion confirmation – goods movement MIGO
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MIGO)
Settle service order – individual processing KO88
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Single
Settle service order – collective processing KO8G
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Multiple
Complete service order – collective processing CO99
Logistics → Customer Service → Service Processing → Completion → Collective Processing → Complete Order
(C) SAP AG LO110 12-8
Create service order (general) IW31
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General)
Create service order – sub-order IW36
Logistics → Customer Service → Service Processing → Order → Service Order → Create (Special) → Sub-Order
Print service order IW3D Logistics → Customer Service → Service Processing → Order → Service Order → Print
Service order – change list editing IW72
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change
Service order – change component list IW3K
Logistics → Customer Service → Service Processing → Order → Service Order → Component List → Change
Service order – change operation list IW37
Logistics → Customer Service → Service Processing → Order → Service Order → Operation List → Change
Enter activity report for service order IW55
Logistics → Customer Service → Service Processing → Confirmation → Entry → Activity Report
Customer Repairs Orders Display documents by status V.26
Logistics → Customer Service → Service Processing → Order → Customer Repair → Documents by Status
Create billing document VF01
Logistics → Customer Service → Service Processing → Completion → Billing Document → Create
Create billing document items DP90
Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Individual Processing
Create customer repairs order VA01
Logistics → Customer Service → Service Processing → Order → Customer Repair → Create
Create delivery for customer repairs order VL01N
Logistics → Customer Service → Service Processing → Order → Customer Repair → Shipping → Outbound Delivery → Create → Single Document → With Reference to Sales Order
Enter returns delivery VRRE Logistics → Customer Service → Service
(C) SAP AG LO110 12-9
Processing → Order → Customer Repair → Returns Delivery
Goods movement for customer repairs order MB11
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement
Service Contracts Settle contract VA88 Logistics → Customer Service → Service
Agreements → Contracts → Contract → Subsequent Functions → Settlement
Create contract VA41 Logistics → Customer Service → Service Agreements → Contracts → Contract → Create
Bill contract VF01 Logistics → Customer Service → Service Agreements → Environment → Sales and Distribution → Billing Document → Billing Document → Create
Planned Customer Service Create general task list IA05 Logistics → Customer Service → Service
Agreements → Maintenance Task Lists → Task Lists → General Maintenance Task Lists → Create
Create equipment task list IA01
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Equipment → Create
Create task list for functional location IA11
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Functional Location → Create
Maintenance plan – create single cycle plan IP41
Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → Single Cycle Plan
Create maintenance plan for contract item IP50
Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → For Contract Item
Schedule maintenance plan IP10
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Schedule
(C) SAP AG LO110 12-10
Maintenance plan – deadline monitoring IP30
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Deadline Monitoring
Maintenance plan – scheduling overview (graphic) IP19
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → Graphical
Maintenance plan – scheduling overview (list) IP24
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List
Evaluations Display user-defined analysis MCIS
Logistics → Customer Service → Information System → Standard Analyses → User Defined Analysis → Plant Maintenance
Display cost analysis MCI8 Logistics → Customer Service → Information System → Standard Analyses → Cost Analysis
Display analysis of problem notification MCIA
Logistics → Customer Service → Information System → Standard Analyses → Problem Notifications
Display sales-customer analysis MCTA
Logistics → Customer Service → Information System → Standard Analyses → Sales/Distribution Data → Customer