lo110 - customer service.pdf

LO110 Customer Service LO110

Release 640 04/06/2006

© 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

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400,

iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or

registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web

Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and

implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as

their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP

Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

© 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


© SAP AG 2001

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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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


© SAP AG 1999

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


© 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 EvaluationsEvaluations


© 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


© SAP AG 2002

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


© SAP AG 1999

New users need to familiarize themselves with the screens in the system and define their personal default settings

Navigation: Business Scenario


© 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.


© 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.


© SAP AG 1999

Role-Based User Menu

SAPSAP EasyEasy Access Access -- Enjoy User MenuEnjoy User MenuOther Menu


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.


© SAP AG 1999

Screen Elements

System System Function Function Name: Name: ActivityActivity


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.


© SAP AG 1999

Selecting Functions


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.

(C) SAP AG LO110 2-10

© SAP AG 1999

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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© SAP AG 1999

Menus: System and 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

(C) SAP AG LO110 2-13

© SAP AG 1999

User-Specific Personalization


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).

(C) SAP AG LO110 2-14

© SAP AG 1999

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).

(C) SAP AG LO110 2-15

© SAP AG 1999

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.

(C) SAP AG LO110 2-16

© SAP AG 1999

Active Applications (In Use)

mySAP.com Marketplace Update Personalize Getting Started Info

Welcome Julie ArmstrongIn UseStart PageWorkplace FavoritesRoles

Demonstration Role

Web 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.

(C) SAP AG LO110 2-17

© SAP AG 1999

Workplace Favorites



Demonstration Role

Web 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

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.

(C) SAP AG LO110 2-18

© SAP AG 1999

Personalizing MiniApps



Demonstration Role

Web Search



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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© SAP AG 1999

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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© SAP AG 2003

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.

___________________________________________________

(C) SAP AG LO110 2-24

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.


© SAP AG 1999

CS - Overview

Service - Overview

Organizational elements

Master data

Contents:


© SAP AG 1999

Describe the most important business processes in Service

List the organizational elements relevant for Service

List the most important master data

Display master records


CS - Overview: Unit Objectives


© SAP AG 1999




HelpdeskHelpdesk



CS - Overview



© SAP AG 1999

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.


© SAP AG 1999

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:


© SAP AG 2003

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.


© SAP AG 2003

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.


© SAP AG 1999

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.


© SAP AG 2003

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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© SAP AG 1999

Describe the organizational elements from Financial Accounting, Logistics and Human Resources that are relevant for Service


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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© SAP AG 2001

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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© SAP AG 2003

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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© SAP AG 1999

List the most important master data and display master records


Master Data: Topic Objectives

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© SAP AG 1999

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



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.


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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Solutions: CS - Overview

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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


Postal code 21017

Location Chicago

1-1-2

Choose Sales area data and then the view Sales.


Price group 01 (Bulk buyer)

1-1-3

Billing document


Terms of payment ZB01 (14 days 3%; 30/2%; 45 net)

1-1-4

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Partner functions


Partner function IR (Invoice receiver)

Customer T-CSD##

1-2 Displaying material masters

Logistics → Customer Service → Technical Objects → Material → Display (MM03)


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:


Plant 1200


Distribution channel 10

Enter

Use Enter to display the next selected view.

1-2-1

Basic data 1


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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Outbound delivery plant 1200 (Dresden)

1-2-3

Sales and Distribution: Gen./Plant


Serial number profile SM01 (serial profile SM)

1-2-4

Accounting 1


Price control S (standard price)

Standard price (=current valuation price)

see amount

1-2-5

Plant stock


Unrestricted use stock 9 pieces

1-3 Display work center master record

Logistics → Customer Service → Service Processing→ Environment → Work Centers → Work Center → Display (IR03)


Plant 1200

Work center PC-SERV

Enter

1-3-1

Basic data


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Work center type 0003 (person)

Task list usage 004 (maintenance task lists only)

1-3-2

Default values


Control key SM01 (Service – internal)

1-3-3

Capacities

Capacity header data


Usage time 8.5 hours

Capacity 42.5 hours

Back

1-3-4

Costing


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.


© SAP AG 2003

Material serial numbers and equipment

Functional locations

Bills of material

Warranties

Contents:

Technical Objects


© SAP AG 1999

Describe the functions and contents of different categories of technical objects

Create equipment and functional locations

Create and assign warranties


Technical Objects: Unit Objectives


© SAP AG 1999




Technical Objects

HelpdeskHelpdesk





© SAP AG 1999

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.


© SAP AG 2003

Types of Technical Objects

Assemblies

Functional locations

EquipmentSerial numbers

There are four types of technical object: Functional locations are elements in a technical structure and represent areas of a system at which objects can be installed. You can subdivide technical structures according to functional, process-oriented or spatial criteria.

Pieces of equipment are individual objects that are to be regarded as autonomous units. Serial numbers are given to materials in order to differentiate them from other items. They enable the pieces of material to be regarded as individual items. Inventory management can be carried out for serial numbers.

Assemblies are used to structure functional locations and pieces of equipment in more detail. These are considered as BOM items and not as individual items.

Functional locations, pieces of equipment, and serial numbers can be used as reference objects for service notifications and service orders; assemblies can be used only in relation with a piece of equipment or functional location.

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


© SAP AG 1999

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



© SAP AG 2003

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 .


© SAP AG 1999

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.


© SAP AG 2003

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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© SAP AG 1999

Functional Locations: Topic Objectives

Describe the functions and contents of functional locations

Create functional locations and functional location structures

Install equipment in functional locations


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© SAP AG 2001

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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© SAP AG 1999

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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© SAP AG 2003

Bills of Material: Objectives

Describe the functions and contents of bills of material


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© SAP AG 2001

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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© SAP AG 1999

Warranties: Topic Objectives

Describe the contents of warranties

Create and assign warranties


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© SAP AG 2001

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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© SAP AG 1999

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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© SAP AG 1999

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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Exercises: Technical Objects

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Unit: Technical Objects Topic: Material serial numbers and equipment


• 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.


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.


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##



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


• 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.


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.


Sold-to party: Customer number T-CSD##



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


• 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

(C) SAP AG LO110 4-34

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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Solutions: Technical Objects

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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)


Material T-FSN##

Execute


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.


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)


Material T-FSN##

Serial Numbers 1

Enter


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)


Equipment T-CSE1##

Enter

1-2-1


Description Network server

System status INST (Installed)

Model number NSV 54111

1-2-2

Organization


Company code 1000 (IDES)

Main work center PC-SERVS (TS Technician North D)/plant 1200

Catalog profile PC

1-2-3

Structure


Functional Location TCST##-ADMI (Hitech administration)

Subordinate equipment T-CSE2## (modem)

1-2-4

Partners


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Person responsible Personnel number 1504 (Thorsten Schlicker)

1-2-5

Sales


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)


Equipment EQUI1##

Equipment category S

Enter


Description Printer

Organization


Planning plant 1200

Partners


Role Sold-to party

Ship-to party

Partners Customer T-CSD##

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Sales




Division 00

Save

1-3-2 Create subordinate equipment

Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08)


Equipment EQUI2##

Equipment category S

Reference equipment EQUI1##

Enter

In the dialog box, choose Further.


Description Printer control unit

Choose the Structure view and then Change Installation Location.


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)


FunctLocation TCST##-ADMI

Enter

2-1-1


Description Hitech administration

System status CRTE (created)

2-1-2

Organization


Business area 8000 (external services)

2-1-3

Structure


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



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)


StrIndicator SERV2

Refresh screen


FunctLocation FLOC##

FunctLocCat. S

Enter


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


Planning plant 1200

Partners


Role Sold-to party

Partners Customer T-CSD##

Sales




Division 00

Enter

Save

2-2-2 Create subordinate functional location

Logistics → Customer Service → Management of Technical Objects → Functional Location → Create (IL08)


FunctLocation FLOC##-SHIP

StrIndicator SERV2

FunctLocCat. S

Copy from FunctLocation FLOC##

Enter

In the dialog box, choose Further.


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)


Equipment EQUI1##

Enter

Choose the Structure view and then Change Installation Location.


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)


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


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.


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)


Equipment T-CSE2##

Enter

View selection Warranty


Customer warranty Begin guarantee

First day of current month

Master warranty Number of your master warranty

Delete the flag Inherit Warranty and choose Save.


© SAP AG 1999

Simple notification processing

Notification receipt

Notification processing

Notification completion

Contents:

Helpdesk


© SAP AG 1999

Describe the functions and contents of service notifications

Create, process, and complete service notifications


Helpdesk: Unit Objectives


© SAP AG 1999





Helpdesk





© SAP AG 1999

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


© SAP AG 2003

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.


© SAP AG 1999

Describe the functions and contents of service notifications

Create and complete service notifications


Simple Notification Processing: Topic Objectives


© SAP AG 2001

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


© SAP AG 1999

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.


© SAP AG 1999

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


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


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


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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Exercises: Helpdesk

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Unit: Helpdesk Unit: Simple Notification Processing


• 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




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.


1-2-3 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


• 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).


2-1-3 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


• 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


• 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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Solutions: Helpdesk

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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


Business area 8000

Planning plant 1200

Sales




Division 00

Save

Continue

End

No

1-1-3



Notification short text Modem data transfer problem

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1-1-4 Notification number: See Notification.

1-1-5


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


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)


Notification type S4

Enter

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1-2-3


Notification short text Disk space problem


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



2-1-3


Notification short text System breakdown


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


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


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


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)


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)


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.


© SAP AG 1999

Field Service Planning

Simple order processing

Order entry and planning

Order processing

Order confirmation

Billing

Order completion

Contents:


© SAP AG 1999

List the contents and functions of service orders

Describe the steps in order processing

Create, process, and complete service orders


Field Service Planning: Unit Objectives


© SAP AG 1999





HelpdeskHelpdesk



EvaluationsEvaluationsField Service Field Service PlanningPlanning


© SAP AG 1999

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


© SAP AG 1999

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


Simple Order Processing: Topic Objectives


© SAP AG 2003

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


© SAP AG 1999

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.


© SAP AG 1999

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.


© SAP AG 1999

List the options for planning operations and componentsPlan an order with internal and external services as well as components


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


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


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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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


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


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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Exercises: Field Service Planning

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Unit: Field Service Planning Unit: Simple Order Processing


• Create a service notification with a service order

• Put orders in process and print them

• Confirm work times and material withdrawals

• Perform resource-related billing for a service order

A customer calls and reports a problem. A technician needs to be dispatched to the customer to solve the problem. The technician 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).


1-1-3 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


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


• 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.


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


• 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


• 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.

(C) SAP AG LO110 6-56

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


• 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.

(C) SAP AG LO110 6-57

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

(C) SAP AG LO110 6-58


• 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?

(C) SAP AG LO110 6-59

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.

(C) SAP AG LO110 6-60

Solutions: Field Service Planning

(C) SAP AG LO110 6-61

(C) SAP AG LO110 6-62

Unit: Field Service Planning Unit: Simple Order Processing

1-1 Creating a service notification with a service order

1-1-1



1-1-3


Notification short text Server breakdown


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


Work durtn. 4 hours

1-1-6

Put in process

In the dialog box, choose Continue.

(C) SAP AG LO110 6-63

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


Profile CS0001

Save

1-2-3


Order Your order number

Enter

1-2-4


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


(C) SAP AG LO110 6-64

1-2-5

Select the notification item and choose Causes. Select a damage code.

Select

1-2-6


Save

Enter

1-3 Resource-related billing

1-3-1

Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)


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


Billing block Delete

Choose the path

Sales document → Billing

1-3-4

Save

Number of billing document: See system message.

1-3-5

(C) SAP AG LO110 6-65

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.


Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)


Order type SM02

Equipment T-CSE1##

Enter


Order short text Enhance server

2-1-2

Work center responsible: PC-SERV

2-1-3


Person responsible Use search help to select

Order start Tomorrow at 8am

(C) SAP AG LO110 6-66

Order end Tomorrow at 8am

2-1-4

Operations


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)


Work center PC-SERV

Plant 1200

(C) SAP AG LO110 6-67

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)



Operations


Control key SM02

Operation short text Purification

Select the operation and choose External.


Operation quantity 1 PU (Activity unit)

Price 500 EUR

Vendor 1000

Back

2-1-12


Control key SM03

(C) SAP AG LO110 6-68

Operation short text Services

Select the operation and choose General.


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




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.

(C) SAP AG LO110 6-69

2-2-2


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

(C) SAP AG LO110 6-70

Choose Back and then Costs to display the planned costs.

2-3 Creating quotations


Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)


Order type SM02

Functional Location TCST##-PROD

Enter

2-3-2


Order short text PC Installation

2-3-3

Operations


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.


Component R-1120

Requirement quantity 10

Item category L

(C) SAP AG LO110 6-71

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)



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




Header data

(C) SAP AG LO110 6-72

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


Order status Outstanding

Period from Yesterday

Period to Tomorrow


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)

(C) SAP AG LO110 6-73

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)


Activity Goods issue

Reference document Order


Enter

Tabstrip Wk



Item OK Set indicator

Select the second row.

Tabstrip Wk



Item OK Set indicator

Post

4-1-2

New items

(C) SAP AG LO110 6-74


Plant 1200


Material


Material R-1150

Quantity


Quantity in units of entry 1

Account assignment



Post

4-2 Confirming hours worked

4-2-1 Overall completion confirmation


4-2-2



Enter

4-2-3


Actual time Enter a time for the first three operations

Select the fourth and fifth operations and choose Delete line.

4-2-4

Save

(C) SAP AG LO110 6-75

4-2-5



Enter

4-2-6


Actual time Enter times

Operation data



Save

Enter

4-3 Confirming times and activities

4-3-1




Operation 10

Enter

Yes (twice)

4-3-2


Actual time 1

Accounting indicator G1

4-3-3

Notification

(C) SAP AG LO110 6-76

4-3-4


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


4-4-2


Order status In process


Period to Day after tomorrow


Execute

4-4-3

Select your orders, choose Complete (technically), and then incl. notifications.

(C) SAP AG LO110 6-77

4-5 Displaying the order

4-5-1

Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33)



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


5-1-2



(C) SAP AG LO110 6-78

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.



The billing request number is displayed.

Save

5-1-8

Logistics → Customer Service → Service Processing → Order → Sales Order→ Change (VA02)


Order Billing request number

Enter



Save

5-2 Creating a billing document

5-2-1

(C) SAP AG LO110 6-79

Logistics → Customer Service → Service Processing → Completion → Billing Document → Edit Billing Document List (VF04)

5-2-2


Billing date from Yesterday


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




Costs

6-1-2

Report planned/actual

(C) SAP AG LO110 6-80

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)


Controlling area

(If necessary, window no longer appears)

1000

Enter

6-3-2



Settlement period Current month

Test run Delete indicator

Execute

Back

(C) SAP AG LO110 6-81

6-3-3




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


6-4-2


Order status Completed


Period to Tomorrow


Execute

6-4-3

Select your orders and choose the path

Order → Completion → Complete (Business)

Confirm using Complete orders.

(C) SAP AG LO110 6-82


© SAP AG 1999

Returns and Repairs

Overview

Order entry and returns delivery

Technical check and repairs processing

Outbound delivery and billing

Contents:


© SAP AG 1999

Name the options and process flow for returns and repairs processing

Create and process a customer repairs order


Returns and Repairs: Unit Objectives


© SAP AG 1999

Returns and Repairs




HelpdeskHelpdesk





© 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


© SAP AG 1999

Describe the options and process flow for returns and repairs processing


Overview: Topic Objectives


© SAP AG 2003

Repairs Processing

Customer informsfaulty device

Defective itemsarrive

Confirmation ofRepairs

Technical check


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.


© 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.


© 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.


© SAP AG 1999

Supported Scenarios

With / without


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.

(C) SAP AG LO110 7-10

© SAP AG 2003

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


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


Order Entry and Returns Delivery: Topic Objectives

(C) SAP AG LO110 7-12

© 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.

(C) SAP AG LO110 7-13

© 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


Technical Check and Repairs Processing:Topic Objectives

(C) SAP AG LO110 7-14

© 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.

(C) SAP AG LO110 7-15

© SAP AG 2001

Serviceorder

Serviceorder

Customer Repairs Order and Service 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.

(C) SAP AG LO110 7-16

© SAP AG 1999

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


Outbound Delivery and Billing: Topic Objectives

(C) SAP AG LO110 7-17

© 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.

(C) SAP AG LO110 7-18

© 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.

(C) SAP AG LO110 7-19

© SAP AG 1999

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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© SAP AG 1999

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 7-21

Exercises: Returns and Repairs Processing

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(C) SAP AG LO110 7-23

Unit: Returns and Repairs Processing Topic: Order Entry and Returns Delivery


• 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.



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


• 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


• 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.

(C) SAP AG LO110 7-27

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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Solutions: Returns and Repairs Processing

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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)


Order type RA



Division 00

Enter

1-1-2



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.


Predefine delivery type

Delivery type

LR

Enter

1-1-6

Select the item and choose the path

Extras → Serial Numbers


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)


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)



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

(C) SAP AG LO110 7-33

Go to the line containing the service order and choose Display document.

2-2 Confirming and technically completing the service order

2-2-1



Order Your service order number

Enter


Actual time Enter value

Material R-1111

Quantity 1

Plant 1200



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)

(C) SAP AG LO110 7-34



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.


Warehouse number 012

Adopt pick. quantity 2

Enter

Post

3-2 Creating billing documents and billing items

3-2-1


(C) SAP AG LO110 7-35

3-2-2


Sales document Your order number

3-2-3


The customer repairs order is changed.

3-2-4

Process → Display range → All items

3-2-5


Save

3-2-6


3-3 Settling a service order

3-3-1



Controlling area

(If window appears)

1000

Order Your service order number



Execute

(C) SAP AG LO110 7-36

3-4 Displaying the results of the repairs

3-4-1

Logistics → Customer Service → Service Processing → Order → Customer Repair → Display (VA03)



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)


Sales document Your order number


Fiscal year Current year


Execute


© SAP AG 1999

Service Contracts

Service contracts

Definition of service products

Service processing with contract reference

Contents:


© 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


Service Contracts: Unit Objectives


© 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


© SAP AG 1999

Describe the contents and structure of contracts

Create contracts

Bill contracts


Service Contracts: Topic Objectives


© 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.


© SAP AG 1999

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.


© SAP AG 1999

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.


© SAP AG 1999

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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© SAP AG 1999

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


Definition of Service Products: Topic Objectives

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© 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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© SAP AG 1999

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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© SAP AG 1999

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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© SAP AG 1999

Configuredmaterial:Hotline service 3


Features:Features:


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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© SAP AG 1999

Describe the possible effects of contracts on service processing

Create and process service notifications and service orders with contract reference


Service Processing with Contract Reference:Topic Objectives

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© SAP AG 2003

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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© SAP AG 1999

Hotline Processing with Service Contract

Entry of service notification for

customerContract assignment


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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© SAP AG 1999

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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© SAP AG 1999

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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© SAP AG 1999

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

(C) SAP AG LO110 8-25

Exercises: Service Contracts

(C) SAP AG LO110 8-26

(C) SAP AG LO110 8-27

Unit: Service Contracts Topic: Service Contracts


• 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)



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.

(C) SAP AG LO110 8-28

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?

(C) SAP AG LO110 8-29

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


• 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

(C) SAP AG LO110 8-30

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


• 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.

(C) SAP AG LO110 8-31

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?

(C) SAP AG LO110 8-32

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?

(C) SAP AG LO110 8-33

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.

(C) SAP AG LO110 8-34

Solutions: Service Contracts

(C) SAP AG LO110 8-35

(C) SAP AG LO110 8-36

Unit: Service Contracts Topic: Service Contracts

1-1 Creating service contracts

1-1-1

Logistics → Customer Service → Service Agreements → Contracts → Contract → Create (VA41)


Contract type SC (Service Contract)



Division 00

Enter

1-1-2



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


Material REPAIR_SERVICE

Target quantity 1

1-1-4

Select the contract item and choose

Extras → Technical objects

(C) SAP AG LO110 8-37


Equipment T-CSE1##

Back

1-1-5


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

(C) SAP AG LO110 8-38


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


Condition type PKAR

Enter


Material SM-REPHOUR

Amount 50

Save

1-1-13


Pricing agreement

Other condition type


Condition type ZZWV

Enter


Material pricing group 02

Amount 100- %

Save

1-1-14

(C) SAP AG LO110 8-39

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)


Billing date from Today

Billing date to Last day of this month


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)


Contract Your contract number

Enter

(C) SAP AG LO110 8-40

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)



Enter

Continue


Material INSPECTION_SERVICE

Target quantity 1

Enter


Service object DESKTOP

Service strategy IQ

Service location CUST

Service radius L1000

Back

(C) SAP AG LO110 8-41

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


Equipment T-CSE1##

Back

2-2 Configured service product

2-2-1


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

(C) SAP AG LO110 8-42

3-1-1 Creating service notifications and determining tasks


3-1-2

Notification number: See Notification.

3-1-3


Notification short text Question about system settings


3-1-4


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


Responsible Personnel number 100036

Save

(C) SAP AG LO110 8-43

3-1-9 Complete the service notification

Logistics → Customer Service → Service Processing → Notification → List of Tasks → Change (IW66)

3-1-10


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


3-2-2

Notification number: See Notification.

3-2-3


(C) SAP AG LO110 8-44

Notification short text Server breakdown


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


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

(C) SAP AG LO110 8-45


3-2-13



Enter

3-2-14


Actual time 3

Operation (second line) 10

Actual work (second line) 1

Service type (second line) 1413

Material R-1120

Quantity 1

Plant 1200


3-2-15


Save

3-2-16 Resource-related billing




3-2-17

Sales price view

(C) SAP AG LO110 8-46

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


Yes

The billing request is displayed.

3-2-21




3-2-22

Save


3-2-23 Settling an order



Controlling area 1000




Execute

(C) SAP AG LO110 8-47

3-2-24

Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43)



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)



Sales document Your contract number


Fiscal year Current year


Execute


© SAP AG 1999

Describe the functions and contents of task lists and maintenance plans

Create task lists and maintenance plans

Schedule maintenance plans


Planned Customer Service: Unit Objectives


© SAP AG 1999

Specific work is performed repeatedly and should only be described once.

Specific work is performed at regular intervals.

Planned Customer Service: Business Scenario


© SAP AG 1999

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.


© SAP AG 1999

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.


© SAP AG 1999

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.


© SAP AG 1999

List the functions and contents of maintenance plansCreate maintenance plans


Maintenance Plans: Topic Objectives

(C) SAP AG LO110 9-10

© SAP AG 1999

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.

(C) SAP AG LO110 9-11

© SAP AG 1999

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.

(C) SAP AG LO110 9-12

© SAP AG 1999

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.

(C) SAP AG LO110 9-13

© 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


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

(C) SAP AG LO110 9-16

© 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 9-18

Exercises: Planned Customer Service

(C) SAP AG LO110 9-19

(C) SAP AG LO110 9-20

Unit: Planned Customer Service Topic: Task Lists


• 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


• 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).


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


• 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 9-23

Solutions: Planned Customer Service

(C) SAP AG LO110 9-24

(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)


Equipment T-CSE1##

Enter


Short text Server maintenance activities

Status 4

1-1-2

Operation overview


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)


Maintenance plan category Service order with contract

Sales document Your contract number

Item 20

Planning plant 1200

Enter

2-1-2


Cycle/Unit 3 MON

2-1-3

Maintenance plan scheduling parameters


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)


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)


To date Today + 1 year


Execute

3-2-2

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List (IP24)



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


Evaluations: Unit Objectives

(C) SAP AG LO110 10-4

© 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


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





Notification and Order History


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


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


35 28Drill-down

byequipment

Customer

Jackson

Drill-downby

periodPCPrinter


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.

(C) SAP AG LO110 10-13

© 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.

(C) SAP AG LO110 10-14

© 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


• 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


• 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 10-18

Solutions: Evaluations

(C) SAP AG LO110 10-19

(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)


Functional Location K1-B02

Enter

Structure → Usage periods


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)


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)


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)


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)


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)


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)


Customer T-CSD##

Month from Current month

Execute

Back

Save No

2-1-4



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)




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)


Info Structure Warranty evaluation

Delete all characteristic values and enter the current month as Month from.

Execute

Back

Save No

(C) SAP AG LO110 10-25

(C) SAP AG LO110 11-2

© SAP AG 1999


Summary



HelpdeskHelpdesk



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 12-2

Frequently-Used Menu Paths

(C) SAP AG LO110 12-3

(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

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Activities Menu Path Display

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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