iw52_change service notification

PROCESS PROCEDURE

Change Service Notification

Version: ERP(IS-U): 6.07

Status: Checked:

Version History

Version Date Description Prepared by Reviewed by Approved by

01 01.09.2014 Original Vlad Aron Diana Coloja

Change Service Notification – Transaction code IW52

Purpose

Changing a service notification

Transaction Menu Path

To change a service notification, you should use transaction IW52 from following path:

Logistics --> Customer Service --> Service Processing --> Notification --> IW52 – Change

Copyright © 2014 S&T All rights reserved

ASAPIS-U Implementation project

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Alternatively, you can directly access the transaction by typing t-code in command filed and press <Enter> or click on the check mark icon in the top left side corner of the screen:

Procedure Steps

In the “Change Service Notification: Initial Screen" screen enter information in fields as following:



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Field Name Description R/O * User Actions and Allowed Values RemarksNotification Notification R Select a value from the drop down list

*R – Required, O – Optional

Press Enter key or click on the check mark icon in the top left side corner to get to “Change Service Notification <description of the work notification type>” screen:



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You can change values in the following fields according to user’s decision (depending on notification type, some fields can be mandatory):

Field Name Description R/O *

User Actions and Allowed Values

Remarks

Description Description O Enter a brief description of the reported problem in the Short text field

When creating a work order for the first time click the Show

long text window icon . The Long Text Window is displayed and the Short Description Field will be grayed out (data cannot be input into it). The Long Text Window will default to an open display for all future input of Work Order data, data can no longer be entered in the short description field unless the Long Text Window has been manually closed.

Sold-to Sold-to O Select a value for



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party party the client code from the drop down list

Pur. order Protocol number

O Insert a protocol number

Purchase order date

Protocol date

O Insert a protocol registration date

Func. Loc. Functional location

O Select a value from the drop down list

If outstanding notifications exist for the selected reference object (functional location/equipment), the following screen will be displayed:

Press Enter key or click on the check mark

icon to get to be redirected to “Create Service Notification <description of the work notification type>” screen

Equipment Equipment O Select a value from the drop down list

Same as for functional location

Coding Coding O Select a value from the drop down list

Long text Long text O Insert additional details regarding the problem/address etc.

Object part Object part O Select a value from the drop down list

Defect type Defect type O Select a value from the drop down list



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Text Text for defect type

O Insert additional details regarding the reported problem

Cause code

Cause code

O Select a value from the drop down list if the field is not filled

Most of the times, when the notification is created from Customer Interaction Center this value will be brought from the contact

Priority Priority O Select a value from the drop down list

After filling this value the following screen is displayed:

Select:- Yes if you want the execution date to be

reset according to priority- No if you don’t want the execution date to

be reset according to priority-

Required start

Required start

O Select a date to specify when the activity should start

Required end

Required end

O Enter an estimated finish date for the work


To insert information regarding address details you have the following options:1. Customer address screen, by clicking Maintain partner address button :



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Address data in this screen is taken from the client master data. It can be changed, but this will not update the client master data address details

2. Object address screen by clicking Partner overview button . Information in this screen cannot be changed, it is taken from the reference object (equipment/functional location)



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3. Message address screen, by clicking Maintain partner address button :

The following screen will be displayed:



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Enter the field value according to the following table:

Field Name Description R/O * User Actions and Allowed Values RemarksCountry Country R Select BG from the drop down list


Click More fields button to expand address screen:



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Enter the field value according to the following table:

Field Name Description R/O *

User Actions and Allowed Values Remarks

Name Name O A value is to be entered

Building code Building code R A value is to be entered

Room Room O A value is to be entered

Floor Floor O A value is to be entered



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c/o Entry number O A value is to be entered

GIS address code

GIS address code O A value is to be entered

Building name Building name O A value is to be entered

Street Street R Select a value from the drop down list

House number House number R/O

A value is to be entered

Additional address 1


O A value is to be entered



O A value is to be entered

District District R It is automatically filled if has been defined at street level, if not, a value is to be entered

Postal code Postal code O It is automatically filled if has been defined at street level and city, if not, a value is to be entered

City City R It is automatically filled if has been defined at street level, if not, a value is to be entered

Region Region O It is automatically filled if has been defined at street level, if not, a value is to be entered

Reg. Struct. Grp.

Reg. Struct. Grp. R It is automatically filled if has been defined at street level, if not, a value is to be entered

Telephone Telephone O A value is to be entered*R – Required, O – Optional

While introducing data interrogation screens regarding address acceptance may be generated. Click YES option to adopt data.

To validate the address click the green check mark

For notification type Z9-Written correspondence an additional custom tab was defined – Answering dates:



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You may enter values according to the following table:

Field Name Description R/O * User Actions and Allowed Values

Remarks

Date of temporary answer

Date of temporary answer

O/R Select a date when the temporary answer was sent

When user status Temporary answer sent is set, this field is mandatory

Date of final answer

Date of final answer

O/R Select a date when the final answer was sent

When user status Executed-answer sent is set, this field is mandatory


To assign/change partners to the notification click Partners button :

The following screen is displayed:



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You may change field values according to the following table:

Field Name

Description R/O * User Actions and Allowed Values

Remarks

Funct Function O Select a value from the drop down list

Partner Partner O Select a value from the drop down list

1.Select field and click the match code

2.Select Structure search option

3.Choose a generc search term

4. Expand the structe and then select the desired entry



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To be redirected to the initial screen click

Back button


To put in process a notification click Put in process button :

The system status will be automatically updated with a new value – NOPR:

:

To postpone a notification click Postpone button .



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The system status will be automatically updated with a new value – NOPO:

To create an attachment click on Services for Object arrow. In case tasks are assigned to the notification the following screen will be displayed:

Select the line corresponding to the notification by clicking on the marked button and validate by

clicking the green check mark .

Inside the new displayed screen execute the following steps:



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Select the file and click Open button:

Confirm the decision:



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The following message is displayed on the status bar at the bottom of the screen:

To display/remove an attachment click on Services for Object arrow button and execute below marked steps:




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To open select Service notification line by clicking on the marked button and validate by clicking

the green check mark .In the new displayed screen click on Attachment list:

To insert a new file click New button and execute the following steps:



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To remove the attachment select the entry (click on it) and press Delete button :

To leave the screen click Cancel button :

Click on Tasks tab to assign/change work that needs to be performed by the responsible department in order that the problem is solved (depending on notification type, you may find/not find values for tasks):

You may change the following fields according to user’s decision:



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Remarks

Code group Code group O Select a value from the drop down list

Task code Task code O Select a value from the drop down list

Task text Task text O You may input additional information regarding the work that needs to be done

Task processor

Task processor

O

Responsible Responsible O Select a value from the drop down list

1.Select field and click the match code

2.Select Structure search option

3.Choose a generc search term

4. Expand the structe and then select the desired entry



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To be redirected to the initial screen click

Back button

Planned start date

Planned start date

O Select a date when the task processing should start

Planned start time

Planned start time

O Select the time when the task processing should start

Planned finish date

Planned finish date

O Select a date when the task processing should finish

Planned finish time

Planned finish time

O Select the time when the task processing should finish

Completed by

Completed by O

Fill information regarding the person that has completed the task

Completion date

Completion date

O Select the date when the task has been completed


Click on Activities tab to specify the work that has been performed in order that the problem is solved (depending on notification type, you may find/not find values for activities):



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You may enter field values according to the following table:


Remarks

Code group Code group O Select a value from the drop down list

Activity code

Activity code O Select a value from the drop down list

Activity text Task text O You may input additional information regarding the work that was performed

Quantity factor

Quantity factor

O Insert information regarding how many time this activity was performed in order to finish the work

In case the activity was executed one time do not fill this field

Start date Start date O Select a date when the activity execution has started

Start time Start time O Select a time when the activity execution has started



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Finish date Finish date O Select a date when the activity execution has finished

Finish time Finish time O Select a time when the activity execution has finished


Complete tasks

To complete a task (only after the notification has been put in process), select the

corresponding line(s) and click on Complete button inside Tasks tab:

The system status will be automatically updated with a new value – TSCO:



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Close notification

To complete (close) a notification (only after the notification has been put in process and all

the tasks (if existing) have been completed) click on Complete button :

The following screen is displayed asking you to insert information regarding:


Remarks



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Reference date

Code group R Select a date This date is used for recording the Error statistic key figures of Damage, Number of causes of damage, Number of Activities

Reference time

Activity code R Insert time


Validate the entries by clicking on the green check mark .The following message type is displayed on the status bar at the bottom of the screen.

Access transaction IW52 again to check that the system status was automatically updated with a new value – NOCO:

When the notification has NOCO system status no more changes in the document are allowed.

Reverse closing

To reverse the closing of a notification execute the following menu steps Notification – Functions – In process again:



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Access transaction IW52 again to check that the system status was automatically updated with a new value – NOPR and NOCO was deleted:

Set delete indicator

To set a deletion flag for a notification you have to execute the following menu steps Notification – Functions – Deletion flag - Set:



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The system status will be automatically updated with a new value - DLFL:

Reset delete indicator

To reset a deletion flag for a notification you have to execute the following menu steps Notification – Functions – Deletion flag - Reset:



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The system status will automatically delete DLFL value:

Set user status

To set a user status click on Set user status button :



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In Set user status screen select the desired value and validate by clicking the green check mark :

Selected user status will also be displayed in the notification header:



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Click Information button to see more details regarding user/system statuses assigned to the notification.

Click Back button to return to the main screen.



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Print notification

To print a notification click on Print button :

Create work order with reference to notification

To create a work order click Serv.order button:




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Enter field values according to the following table and validate by clicking on the green check mark :

Field Name Description R/O * User Actions and Allowed Values RemarksOrder type Order type R Select a value from the drop down list

(type WO*)

Main work center

Main work center

R Select a value from the drop down list


Steps for creating a work order are described inside IW31_Create work order scenario.

Click on Save icon to save the notification.

The following message type is displayed on the status bar at the bottom of the screen.



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iw52_change service notification

Documents

notification type

following screen

customer service

service processing

initial screen screen

iw52 change

long text window icon

following fields