plm335 service procesing
DESCRIPTION
SAP Servicio al Cliente CS Procesamiento de Ordenes de Servicio y Ordenes de Reparación de ClientesTRANSCRIPT
SAP AG 2003
PLM335 Service Processing
THE BEST-RUN E-BUSINESSES RUN SAP
© SAP AG 2002
PLM335Service Processing
SAP R/3 Enterprise 2003/Q4 Material number: 50063820
SAP AG 2003
Copyright 2003 SAP AG. All rights reserved.
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Course Prerequisites
Required:
PLM301/LO110 Customer Service
Recommended:
Basic knowledge and experience of the business processes in service
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AudienceProject team responsible for implementing CS
Duration: 5 days
Target Group
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Course goals
Course objectives
Course content
Course overview diagram
Main business scenario
Contents:
Course Overview
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This course will prepare you to:
Understand the details of service processing
Use the operational functions of the R/3 component for CS - Customer Service
Model the business processes for Customer Service
Make the Customizing settings for service notifications, service orders and customerrepairs orders
Course Goals
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At the conclusion of this course, you will be able to:
Understand the business processes inservice processing
Make the Customizing settings forservice notifications, service ordersand customer repairs orders
Use additional functions
Course Objectives
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Unit 4 Field Service Planning
Unit 5 Returns and Repairs Processing
Unit 6 Additional Functions
Unit 1 Course Overview
Unit 2 Organizational Elements and Master Data
Unit 3 Helpdesk
Preface
Appendix
Course Content
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Returns and Repairs Processing
Returns and Repairs Processing
Course Overview Diagram
HelpdeskHelpdesk
Field Service PlanningField Service Planning
Organizational Elements andMaster Data
Organizational Elements andMaster Data
Additional FunctionsAdditional Functions
Course OverviewCourse Overview
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Our company provides various services for the customers.
The customer can phone the helpdesk for support.
Field service technicians perform work on site at the customer.
Customers also send defective equipment to the service center for repair.
Main Business Scenario
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Organizational Elements and Master Data
Organizational elements
Master data
Contents:
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List the organizational elements and master data relevant for service
Create work center master records
At the conclusion of this unit, you will be able to
Organizational Elements and Master Data: Unit Objectives
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Course Overview Diagram
Returns and Repairs Processing
Returns and Repairs Processing
HelpdeskHelpdesk
Field Service PlanningField Service Planning
Organizational Elements andMaster Data
Organizational Elements andMaster Data
Additional FunctionsAdditional Functions
Course OverviewCourse Overview
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Organizational Elements and Master Data: Business Scenario
In service, various services are provided for the customer.
The service department is part of the overall enterprise organization.
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Organizational Elements: Topic Objectives
List the important organizational elements for the R/3 component for CS - Customer Service
At the conclusion of this topic, you will be able to:
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Service - Process
Quotation
Purchase order
Order
Planning ExecutionReqmt /request
Completion PaymentInvoice
CustomerTechnical
objectsContact person
Service providerOrganization Resources
Vendor
Outlineagreement
The customers are service recipients. They can own technical assets and equipment, at which services are performed.
The service provider concludes outline agreements with the customer, in which particular services are agreed.
If the customer requires a service, they report the requirement or enter a request. For extensive work, the service provider issues a quotation.
The provision of services is triggered by the customer using the purchase order. For less extensive work, the first three steps are the same.
The service provider plans the work and resources required (personnel, material, utilities). If necessary, work is requested from the vendors or required materials ordered from the vendor.
After the work is completed, the service provider issues an invoice. The process is completed when the customer makes their payment.
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Organizational Elements - Overview
DivisionsDistribution channels
Controlling area
Operating concernGroup
Company
Company code
Plant
Storage location
Cost center
Work center
Person
Organizational unit
Sales organization
The group corresponds to the client. As part of consolidation, the group is divided into companies. The company code is the smallest organizational unit or company for which a complete self-contained set of accounts can be drawn up.
The controlling area is the highest-level organizational unit in cost accounting and comprises one or more company codes. In profitability analysis (CO-PA), the operating concern is the highest-level organizational unit.
A sales area is a combination of a sales organization, distribution channel and division. The plant is a company location. Work centers for people or groups of people are assigned to a plant and cost center. Material stocks can be differentiated within plants according to storage locations. People can be assigned to organizational units from the Organizational Management and to work centers.
The following are master data: Cost centers, work centers, people and organizational units. All other organizational elements are maintained in Customizing.
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Organizational Elements - Customizing
Plants and planning plants
Planner groups
Storage locations
Sales organizations, distribution channels and divisions with formation of sales areas
Organizational units are maintained in the application
You can find the definition and assignment of plants, planning plants, storage locations and sales areas in Customizing under Enterprise Structure.
The planning plant is a plant where you create service orders. Planner groups are created in the basic settings for maintenance and service processing. You can find the maintenance of organizational units under Organizational Management in the Human Resources application component.
Technician lists can also be created using the customer consignment. In this case, a customer master record must be created for each technician. You enter the technician as goods recipient or special stock partner in the consignment fill-up.
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Name the most important master data and create master records
At the conclusion of this topic, you will be able to:
Master Data: Topic Objectives
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General data
Relevant for salesand financial accounting
Sales area data
Relevant for sales
Valid for:Sales organization
Distribution channelDivision
Company code data
Relevant for financial accounting
Valid for:Company code
Customer Master DataCustomer Master Data
Customer Master
The customer master is subdivided into general data, sales area and company code data. The general data is relevant for sales and financial accounting. It is defined centrally (client-specific) to avoid data redundancy. It is valid for all organizational units within a client.
The sales area data is relevant for sales and is also valid for the sales area (sales organization, distribution channel, division).
The company code data is relevant for financial accounting and is also valid for the company code. The customer master comprises all the data, which is required to process orders, deliveries, invoices, and payments.
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Purchasing
Material Master
Work scheduling
Warehouse management
Storage
Financial accounting
Stocks in plant /storage location
Materials planning
Basic data
Sales
Qualitymanagement
Classification
Forecast
AB
Pc
t
MaterialMaterialmaster recordmaster record
The material master represents the central source for a company for calling up data specific to a material. It is used by all of the Logistics components in the SAP R/3 System.
The integration of all material data into a single database object solves the problem of data redundancy. The data saved can be used by all areas, such as purchasing, inventory management, materials planning, service and so on.
The data contained in the material master is required, for example, for the following operations: Purchasing data for purchase order processing Inventory management data for postings of goods movements and physical inventory management Financial accounting data for material valuation Materials planning data for material requirements planning
Since different areas (departments) of a company work with a material, and the areas define different information for a material, the data in a material master record is structured according to the particular area to which it belongs. Each area therefore has its own view of the material master record and is responsible for maintaining this data.
The data maintained within one view can be valid for different organizational levels.
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Service material/service productDescription of services in order or contract
Typing and structuring of technical objectsMaterial serial number
Material as construction type
Material as bill of material item
Component planningSpare parts - sales order
Components for service order
AB
Pc
t
Use of Material Master in Service
Material master records are used for different purposes in Service. Service materials or service products are used to describe services that are provided for the customer. These service products can be entered in the items of a sales order or a contract, and in the header data for a service order.
Materials can be fixed, configured or configurable. An individual description of the service features for configurable materials is made possible by characteristic valuation in the order. For configured materials these characteristic values are connected to the material master.
When managing technical objects, material numbers can be enhanced with serial numbers to track individual units. Material numbers are used as a construction type to describe the type of customer equipment. Alternatively, material master records can be used to structure the technical objects more accurately as assemblies and spare parts in bill of material items.
In service processing, materials are used to describe the components that are sent to the customer. To execute the work, other components must be withdrawn from the warehouse or procured directly from a vendor.
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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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Available Capacity at Work Center
Duration of interval
StandardStandardavailableavailablecapacitycapacity
Time
h
h
Interval 1
Interval 1 Interval 2 Interval 3
Not a work day infactory calendar
TimeDuration of cycleFrom To
AA
BB
The standard available capacity applies if no available capacity interval is defined. The standard available capacity is defined by the start and end times of the shift, break times, and number of individual capacities.
The system uses this data to calculate the working time for the capacity units. The validity period of the standard available capacity is unlimited.
If you have specified validity periods for the available capacity, these are termed available capacity intervals. This represents the available capacity within a specific validity period.
To define an interval, you can define shift programs, which are valid for several work centers for a certain period of time.
Start times, end times, and breaks for work centers are specified in a shift.
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Work Centers - Customizing
Work center category and planned application
Field selection
Default work center for each work center category
Screen sequence/tab pages for each work center category
Each work center is assigned to a work center category when created. You use the work center category to define the following information for the work center master data: Screen sequence or tab page sequence (for example, basic data, capacity data) Field selection Planned application permitted (for example, Plant Maintenance, Production). The planned application is used to assign work center categories to particular work areas.
Whether changes to the work center are documented using change documents.
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Types of Technical Objects
Assemblies
Functional locations
EquipmentSerial numbers
There are four types of technical object: Functional locations are elements in a technical structure and represent areas of a system at which objects can be installed. You can subdivide technical structures according to functional, process-oriented or spatial criteria.
Pieces of equipment are individual objects that are to be regarded as autonomous units. Serial numbers are given to materials in order to differentiate them from other items. They enable the pieces of material to be regarded as individual items. Inventory management can be carried out for serial numbers.
Assemblies are used to structure functional locations and pieces of equipment in more detail. These are considered as BOM items and not as individual items.
Functional locations, pieces of equipment, and serial numbers can be used as reference objects for service notifications and service orders; assemblies can be used only in relation with a piece of equipment or functional location.
You can use different types of technical objects individually or as a combination.
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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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The service provider company is divided into different organizational units.
The most important master data for service are the master records for customers, materials, and work centers, and the technical objects.
Organizational Elements and Master Data: Unit Summary
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Master Data: Exercises
Unit: Organizational Elements and Master Data Topic: Master Data
At the end of these exercises, you will be able to:
• Create new work center master records.
Internal technicians and technician groups are to carry out work for customers.
1-1 Creating a Work Center
Create the work center TECH## (## = your group number) in plant 1200. The work center belongs to work center type “Plant Maintenance”.
Enter the name of the technician as the work center description.
The “Reuter” area is responsible.
The work center can be used in orders and task lists for Plant Maintenance and Service.
Standard values are not used.
When this work center is used, the operation control key SM01 should be proposed.
The shop papers for this work center should be issued at printer A000.
The work center has a capacity of type Person.
The capacity requirement for internal processing is determined using the formula SAP008.
Choose Capacity header data to enter detailed information about the available capacity.
Planner group 001 is responsible for capacity planning.
The active capacity version is the normal available capacity.
The base unit of measurement is hours.
Daily work starts at 8 a.m. and ends at 5 p.m. Breaks total one hour.
The rate of capacity utilization is 100%, only one person belongs to the work center.
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The work center is relevant for capacity planning.
Choose Interval avail. cap. to enter a quotation interval.
Insert an interval that is valid from the 10th to the 20th of the following month. The technician is on holiday during this time (number of individual capacities = 0).
Under Scheduling, assign the capacity type Person.
The duration of internal processing is determined using the formula SAP004.
The unit for working time is hours.
The work center belongs to cost center 4100.
The activity type 1410 should be proposed in operations for this work center. The working time for the cost valuation is determined using the formula SAP008.
Save the work center master record.
1-2 Checking Available Capacity
Check the available capacity for your work center, by calling up the evaluation of the load for this work center (standard overview) in capacity planning.
What capacity is available in the coming weeks?
Change the settings so that the available capacity is displayed for each day.
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Master Data: Solutions
Unit: Organizational Elements and Master Data Topic: Master Data
1-1 Creating a Work Center
Logistics → Customer Service → Service Processing → Environment → Work Centers → Work Center → Create (IR01)
Field name or data type Values
Plant 1200
Work center TECH##
Work center type 0005 (Maintenance)
Enter
Field name or data type Values
Work center description Enter name
Person responsible 001 (Reuter)
Task list usage 004 (Only maintenance plans)
Standard value key SAP0 (No standard values)
Default values
Field name or data type Values
Control key SM01 (Service – internal)
Printer A000
Capacities
Field name or data type Values
Capacity category 002 (Person)
Processing formula SAP008 (Proj: Reqmts int. Prcg)
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Enter or capacity header data
Field name or data type Values
Capacity planner grp 001
Active version 01 (Normal available capacity)
Base unit of measure H (Hour)
Start 08:00:00
Finish 17:00:00
Length of breaks 01:00:00
Capacity utilization 100
No. indiv. cap. 1
Relevant to finite scheduling Select
Intervals
Insert
Field name or data type Values
Valid from 10th of the following month
To 20th of the following month
Number of indiv. cap. 0
Continue
Back (twice)
Scheduling
Field name or data type Values
Capacity category 002 (Person)
Processing formula SAP004
Work unit H
Costing
Field name or data type Values
Cost center 4100
ActType Int. Proc. 1410
Formula key SAP008
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Save
1-2 Checking Available Capacity
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Evaluation → Load (CM01)
Field name or data type Values
Work center TECH##
Plant 1200
Standard overview
Based on the interval of available capacity entered, the available capacity from the 10th to 20th of next month should be 0.
Settings → General In the Periods subscreen, select Day, then Enter.
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Notification processing
Notification types
Catalogs
Response time monitoring
Solution database
Contents:
Helpdesk
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List the functions and contents of service notifications
Create, process and complete service notifications
Make the Customizing settings for service notifications
At the conclusion of this unit, you will be able to:
Helpdesk: Unit Objectives
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Course Overview Diagram
Returns and Repairs Processing
Returns and Repairs Processing
HelpdeskHelpdesk
Field Service PlanningField Service Planning
Organizational Elements andMaster Data
Organizational Elements andMaster Data
Additional FunctionsAdditional Functions
Course OverviewCourse Overview
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A customer calls to report a problem.
The helpdesk employee records the problem.
If he or she is unable to solve the problem, it is forwarded.
Once the problem has been solved, the case is completed.
Helpdesk: Business Scenario
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Documents in CS
Service notification
Service order
Sales order
Document
Characteristic Entry of customer enquiries
Planning tool
Cost collector
Relevant for billing
Relevant for delivery
X = yes O = optional/partially
XX X X
O O O
The service notification is used to enter and process customer inquiries and problems. The service order is the planning tool for work that is performed for the customer. The sales order contains an agreement with the customer regarding the delivery of certain goods or the performance of certain work. In sales orders, you use the item type to define (at item level) if the item is a cost collector, and whether or not it is relevant for delivery/billing.
The customer repairs order is a special form of sales order and is used for returns and repairs processing. You can generate service orders from the customer repairs order to plan repair work.
These documents can be combined in different ways to support and represent service processes.
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List the functions and contents of service notifications
Create and complete service notifications
At the conclusion of this topic, you will be able to:
Notification Processing: Topic Objectives
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Service Notification Functions
Entry of incoming customer service requests
Access to information onCustomerObjectContractsWarranties
Initiation and monitoring of follow-up actions
Technical completion confirmation of services (back reporting)
Description of a serviceable item's condition
Documentation
The person entering the notification can display the following information: Customer/contact person master record Sales summary Technical reference object master record Structure of the technical reference object with superordinate/subordinate objects Object information screen: Dialog box containing additional information about the technical reference object (planned dates, key figures, last notifications, last open order, contract data, classification)
Guarantee information for the technical reference object
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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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One-Time Customer Processing
Create notification or order with one-time customer number
1
Enter customer address2
Transfer into follow-on documents3
You can also create a customer as a one-time customer in the service notification and service order, and transfer their data to subsequent functions. You use one-time customer data if you do not want to create a complete customer master record. One-time customer data consists of a one-time customer master record and an address. A one-time customer master record is used for customers with whom you only have contact once or very rarely. The address data is transferred from the service notification to the service order and/or sales order.
The address data can be transferred from the service order to a service notification, billing request (resource-related billing), sales order (advance shipment), or a purchase requisition (as the delivery address for external procurement).
Central address management must be active in SD so that the data can be transferred correctly to the SD functions.
Customer exits are available for maintaining the address data (central address management: SZ* enhancements).
The address is displayed in the partner overview for the document and partner (partner function SP - sold-to-party).
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Credit Limit Check
Create notificationor order
1
Automatic or manualcredit limit check
2
Warning or information message /
system status
3
Depending on order or
notification type
You can use the credit limit check to call up information regarding the current credit status of a customer (partner function: Payer) at any time during service processing. You can perform a credit limit check either manually or automatically (by entering/changing the sold-to party or by releasing the notification or order). For the service order, the system checks the planned costs.
If a particular customer has exceeded their credit limit, the system issues a warning as soon as the notification or order is released, or once the sold-to party has been entered and you have chosen "Continue". If the result of the check is positive, the system status CCOK (credit limit check successful) is set. If the result of the check is negative, the system status CNOK (credit limit check not successful) is set. This status has no effect on further processing of the notification or order.
A user status can be set automaticlly using the check. This can influence further processing. The three influencing factors for the scope of the credit limit check are:
The credit control area. Each company code is assigned to a credit control area. The risk category from the credit management data in the customer master. The credit group from Customizing for the notification or order type.
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List the Customizing settings for notification types
Create new notification types
At the conclusion of this topic, you will be able to:
Notification Types: Topic Objectives
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Notification Types - Customizing
Notification types:Origin / notification category
Proposed reference time
General catalog profile
Update group for information system
Early number assignment
Screen templates
When you create a notification type, you initially use the origin indicator to assign it to the notification category Service, Plant Maintenance, or Quality Management.
The notifications (with their reference times) are sorted into the technical object history. You can define a default value for a catalog profile for catalog selection for each notification type. This catalog profile will only appear in the notification if you have not maintained a catalog profile in the notification object (for example, equipment).
The update group controls the update of statistics in the Logistics Information System (LIS). The system uses this update group to determine the fields for which statistics are generated. "26" is the standard update group for the Service Information System. If no entry is made in this field, the system cannot update data to the information system.
In early number assignment, the notification number is assigned when you create the notification, not when you save it.
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Individual Notification Interface
Tab pages Screen areas Action box
The configuration of the screen templates for the notification type enables you to structure the interface for your notification types individually.
The data fields for the notification are grouped according to contents. You can find these groups on the individual screens. For example, you can find data screens for customers, deadlines, tasks and malfunctions. These template screens are made visible using tab page technology in the notification transactions. You can also control the screen sequence based on the activity type (create, change, display).
Example settings for the standard notification types are available which you should use as a copy model. If you want to create a new notification type or require particular data in a standard notification type, you can activate or deactivate the individual screens here.
You can tailor the tab pages with descriptions and symbols to suit your requirements. You can set a maximum of five screen areas in any order for the first three tab pages.
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Notification Types - Customizing II
Long text control
Field selection
Number range group
Paging texts
Default service order type without contract
Order types and special parametersSales document type for sales order
Automatic contract determination
Default service order type with contract
Credit limit check
You define in the long text control whether long texts are logged. You also decide if subsequent changes are permitted for long texts that have already been entered.
You can use field selection to influence the field attributes (required entry field, optional entry field, display field, hidden field) for the fields in the screen areas.
The assignment to the number range group controls the assignment of notification numbers. SAPscript standard texts are proposed when you use the paging function to send short messages. You can assign a SAPscript standard text to each notification type.
You can assign three order types to the notification type: Default service order type for notification without contract Default service order type for notification with contract Sales document type for sales orders created from the notification
If automatic contract determination is activated when you create a service notification, when you enter the reference object, the system checks if valid service contracts are available for the customer or reference object (including superior objects) in the notification. If a contract item is found, the notification is assigned to the contract item.
The settings for the credit limit check contain the type of check and the assignment of the order type to a credit group "Order".
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Notification Types - Customizing III
Overview of Notification Type:
Screen areas in the notification header
Catalogs
Priority type
Partner determination procedure assignment
Special partner functionsInitial screen
Partner function for paging
Task processor
The screen areas in the notification header are used to define the screen type for the header data (on top of the tab pages) and the screen type reference object. This determines whether you work in the notification type, and with what type of reference object. The user can alter this input in the individual notifications.
The assignment to catalogs enables you to select a catalog for coding, tasks, activities, damage, causes of damage, and object parts. Here you can also activate classification for the notification item.
The assignment of the notification type to a priority type is used to define the priority that can be assigned to a notification. The priority is used to propose the desired start and end times for the notification.
To enter partner information in the notification, you must assign a partner determination procedure to the notification type.
The partner functions for the initial screen define which partner functions you can maintain directly in the notification header for customers, contacts, department, and responsible employee, without calling up the partner screen. The system accesses the Partner function for paging when you send a paging message from the notification header. You can also assign the default partner function for the task processor. You can also use standard functions from the Workflow to define partner functions for notification and task processors.
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SAP AG 2003
Notification Types - Customizing IV
Overview of Notification Type:
User status profile
Response profile
Service profile
Notification Processing:
Action box
Print default for notification papers
Object Information Key
If individual user statuses should be assigned in addition to the system statuses, then you must assign the notification type to a user status profile.
The response profile defines which notification tasks are proposed by the system with which dates during task determination.
The service profile defines the service windows within which the tasks proposed in task determination must be processed.
In the print control, you can define which notification papers are proposed with which settings when printing notifications.
The object information key controls the contents of the object information screen.
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Action box
Action boxSolution databaseCreate repairs orderEnter goods movementDecision on repairs order
Follow-up
activityCall up function module
Business operation
Generation of:Task or
Activity
Definition of dependencies
In the action box for the notification type, you define functions with which you can generate tasks or activities for a notification (these are termed follow-up activities). These functions are to be defined using a key and identification. They are assigned to a notification type and are available at header level during the processing of notifications. When the function is called up, the system copies the task or activity defined into the notification. When calling up the function, you can also define an icon with explanatory quick info for identification.
For each function, you can specify an internally programmed function module which is processed when the function is called up. A dialog with the user can also be programmed.
If you link a business operation to the function, the function is only executed if the current status of the notification allows it.
If a task is generated, you can give it the status released or completed. You can also define a workflow task that is activated when the notification is saved. Furthermore, you can enter a function module that changes the workflow container when the notification is saved.
If you set the follow-up activity indicator , the activity can only be executed if it has been explicitly allowed by the last activity performed. You can also label activities to be only executed once.
You can find standard function modules for the activities in the QM06* namespace. You can find function modules as templates for developing your own function modules in the QM10* namespace.
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SAP AG 2003
Partner determination procedure
Assigned partner funct. Not modifiable Mandatory function UniqueSP Sold-to party
CP Contact person
.........................
Partner Determination Procedure & Partner Roles
Partner Description Partner typefunctionSP Sold-to party Customer
CP Contact person Contact person
MB Notification processor Organizational unit
RP Employee responsible Person
Selection
Assignment
• Equipment category / funct. loc. category
• Service notification/order type
• Sales document type / item category
Each partner function is defined using a two character ID, description and assignment to a partner type. The partner type defines which master data is checked for the entry.
The following partner types are currently supported in CS: Contact person Customer Vendor Organizational unit Position System user
The required partner functions are combined into a partner determination procedure. Additional attributes can be defined here for each function: Entry can no longer be changed after saving the object Mandatory function = Required entry Unique, in other words, only one partner can be entered for this function
The partner determination procedure is assigned to the respective object type. For a partner role to be copied from the technical object into the service notification or the service order, you must set the copy indicator for the partner role in the Copy Partner Roles to Master- and Movement Data Customizing transaction (in the Implementation Guide under Master Data in Plant Maintenance and Customer Service - Basic Settings).
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Object Information Key
iiAutomatic display
If notifications availableIf contract available
Selection according to:Reference objectObject and higher-level objectsObject and lower-level objects
Key figuresSelection periodThreshold values
Display of notificationsWith completed notificationsSelection period
The object information provides a quick overview of the status and history of the technical reference object entered in the notification.
It is not possible to display the object information automatically if: Outstanding notifications exist Completed notifications exist A valid contract is available
During the selection, checks can be made on: Reference object for the notification Reference object and all higher-level objects Reference object and all lower-level objects
If one of the key figures displayed (notifications, breakdowns and orders entered) in the selection period exceeds the specified threshold value, it is highlighted.
You can also set whether the classification data from the reference object should be displayed and if so, with which view.
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Create catalogs
Define catalog profiles
Assign catalogs and catalog profiles to notification types
At the conclusion of this topic, you will be able to:
Catalogs: 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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Catalog profile
Code
Codegroup
Catalog
Codegroup
Code
Preselection of code groups for each catalog
Proposal of class
Assignment to:
Equipment master
Functional location master
Material Master
Notification type
The catalog profile enables you to define particular code groups for selection for the individual catalogs. Whilst the notifications are being processed, the user only obtains the code groups for the individual catalog types that you permit for the respective catalog profile.
Generic entries and multiple assignments are also possible for the code groups. You can still enter a default value for a class in the classification system for each catalog profile (class type "015"). If a class has been assigned, a valuation for the characteristics in this class can be made in the notification on the item detail screen to describe the problem in greater detail. Values can be assigned to the characteristic directly on the item detail screen or on a user-defined screen (Classification screen indicator in the catalog profile header data).
If a catalog profile has been entered in the master record for the reference object, this is used. If no catalog profile has been entered in the reference object or in the material master of the construction type, the catalog profile assigned to the notification type is used.
The current catalog profile can be displayed and also changed in notification processing.
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SAP AG 1999
Catalogs - Settings
Catalog types Code groups Codes
Damage
Tasks
Activities
Mechanics
Electrics
Pneumatics
Corrosion
Breakage
Tear
Catalog profile
Notification type
Notification type
Assignment
Assignment
First, the catalog types are maintained and checked. You define code groups for each catalog type. Codes with related content are grouped together into code groups.
Then you create catalog profiles. In the catalog profile, one, several or all of the code groups are assigned for each catalog type.
You can assign the catalog types to each notification type for the predefined areas: Coding, Problems, Causes, Tasks, Activities and Object parts. Once the catalog types have been assigned to the notification type, the relevant fields are available for cause of damage, object part and so on, in the notification item or the task and activity overview.
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SAP AG 1999
Create response profiles
Create service profiles
Set up list editing for notifications
At the conclusion of this topic, you will be able to:
Response Time Monitoring: Topic Objectives
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SAP AG 1999
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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Response and Service Profiles - Example
Monday Tuesday
Service profile
8am - 12pm / 1pm - 5pm
Response profile
8 hours4 hours2 hours
7 am - 7 pm8 hours4 hours2 hours
8am 12pm 6pm 8am 12pm 18pm Time
Notification received
In this example, the response times determined are displayed for a notification received on Monday at 12 p.m.
Response profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. Response time - 8 hours: Response by Tuesday 12 p.m. Response time - 4 hours: Response by Monday 5 p.m. Response time - 2 hours: Response by Monday 3 p.m.
Service profile: 7a.m. - 7 p.m. Response time - 8 hours: Response by Tuesday 8 a.m. Response time - 4 hours: Response by Monday 4 p.m. Response time - 2 hours: Response by Monday 2 p.m.
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List Editing for Notifications
Notification status
Outstanding Postponed In process Completed
Notification type S1 to S3
Notification date 10/01/2000 to 17/01/2000
Change Service Notifications: Selection of Notifications
Change Service Notifications: List of Notifications
Date Customer Description
10/01/2000 Hi-Tec PLC Printer defective
12/01/2000 Miller Corp. Exchange color copier
14/01/2000 Smith Ltd Network problems
Define selection screen
Field attributes
Predefine fields
Maintain field selection for list
Show/hide fields
Column width
Sorting
Totals
When you maintain the selection screens, you can assign the following attributes for the selection fields: Protected: The field is displayed on the selection screen but is not ready for input. Invisible: This means that this field is hidden on the selection screen and cannot be set as a selection criterion.
Variable: This field is not assigned a fixed value, but a variable one (for example, current date minus 10 days).
The name of the selection variant is always "SAP_TCODE_XXXX". XXXX stands for the corresponding application transaction.
Each user can also create their own selection screen in the application. The selection screen defined in Customizing is then proposed by the system if no individual selection screen has been defined for the user under their own user name. If you want to define an individual selection screen for each user and this selection screen should be proposed automatically when the report is called up, the name of the selection variant must be "U_USERNAME".
For the field selection of lists, the general variants are also created in Customizing. Each user can define their own variants in the application.
© SAP AG PLM335 3-28
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Set up the solution database
Work with the solution database
At the conclusion of this topic, you will be able to:
Solution Database: Topic Objectives
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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.
© SAP AG PLM335 3-30
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Solution Database - Customizing
SymptomsSymptom types
Catalogs
Priority type
User status profile
Assignment to solution type
Symptom categories for each symptom type
Object types for each symptom type
SolutionsSolution types
Task catalog
User status profile
Solution categories for each solution type
Each system is assigned to a symptom type. The symptom type is used to define which catalogs are used to describe the symptoms, object parts, causes of problems and symptoms. A catalog profile can also be assigned for the pre-selection of code groups. The priority type defines the possible symptom priorities, the user status profile defines possible user statuses.
Each symptom type can be subdivided into symptom categories for more exact classification. The object types define which business objects (for example, material, equipment, notification) can be assigned to a symptom.
Each solution is assigned to a solution type. The solution type is used to define which catalog is used for describing the solution tasks. The user status profile defines possible user statuses for solutions.
Each solution type can be subdivided into solution categories for more exact classification.
© SAP AG PLM335 3-31
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Service notifications are used to enter and process incoming customer inquiries.
You can use them to initiate and monitor actions.
A service notification is divided into the notification header, items, tasks and activities.
A service order and/or sales order can be generated from a service notification.
Helpdesk: Unit Summary
© SAP AG PLM335 3-32
Helpdesk: Exercises
Unit: Helpdesk Topic: Notification Processing
At the end of these exercises, you will be able to:
• Create, process and complete service notifications
1.
A customer contacts your helpdesk with a technical problem. The problem is recorded and forwarded. Finally, the problem is solved.
1-1 Creating a service notification
Create a service notification of notification type Problem notification (S1).
Which notification number is assigned?
Maintain your user default values:
Business area 8000, planning plant 1200, sales organization 1000, distribution channel 14, division 00.
Save these default values.
The customer has a problem with their screen. Enter this as a notification short text.
Since no customer master record has been created for the customer, enter the CPD customer number 100016 as sold-to-party.
Enter the customer address.
Enter the business area, sales organization 1000, distribution channel 14, division 00.
Enter the organizational unit TS Hardware (D) (search help Structure Search, search term TS.HW-D) as notification processor.
Select a suitable damage in the item data.
Save the notification.
© SAP AG PLM335 3-33
1-2 Changing and Completing a Service Notification
Choose the function List editing - Change to select your notification. Select all outstanding notifications with partner function “Notification processor” and partner number 50010145.
Change your notification and enter a long text in the view ‘Additional data 1’.
Complete the notification and confirm the proposed reference time.
© SAP AG PLM335 3-34
Unit: Helpdesk Topic: Notification Types
At the end of these exercises, you will be able to:
• Create a new notification type
2.
To cover your own requirements, you must define an individual notification type.
1-1 Creating a Notification Type
1-1-1 Create a new notification type.
Copy the entries for notification type S1 and make any changes required.
Use your group number as the ID for the notification type.
Create the new notification type.
The proposed reference time should be the notification completion.
1-1-2 Maintain the screen templates for your notification type.
Define several tab pages with headings and icons, on which at least the following screen areas should appear:
• PM/CS reference object
• Subject and long text (Windows 32bit)
• Customer / contact person for service notification
• Execution (maximum screen)
• Tasks
• Warranty
In addition, include the tab pages Item, Item overview and Item causes.
1-1-3 Long text control
Define that a long text log line is written and that subsequent changes to the long text are not allowed.
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1-1-4 Field selection
Maintain the field selection control.
The Purchase order number and Purchase order date fields should be hidden for your notification type.
The Description field (VIQMEL-QMTXT) should be a required entry field.
The fields Malfunction start and Malfunction reference time should be display fields.
1-1-5 Number range assignment
Define to which number range group your notification type is assigned.
1-1-6 Assign the proposed order type SM02.
1-1-7 Other notification parameters
When you create a sales order, the sales document type OR should be used.
A contract should be determined automatically; the service order type SM01 should be proposed for the contract reference.
A credit limit check is not planned.
1-1-8 Screen areas in notification header
Choose Header service notification as a screen type header. You should be able to enter a material serial number with device data as a reference object.
1-1-9 Assigning catalogs
Assign the following catalogs:
Coding: D
Problems: C
Causes: 5
Tasks: 2
Activities: A
ObjectParts: B
The classification should be possible in the notification item.
1-1-10 Assigning a priority type
Assign your notification type to priority type SM.
© SAP AG PLM335 3-36
1-1-11 Partner determination procedure
Which partner determination procedure is assigned to your notification type?
1-1-12 Initial screen for partner functions
Assign the following partner functions:
Customer: Sold-to party
Contact person: Contact person
Department responsible: Notification processor
1-1-13 Response and service profiles
Assign the response profile STANDARD and service profile STANDARD to your notification type.
1-1-14 Action box
The action Search in the solution database should appear in the action box. Copy this entry from the notification type S1.
1-1-15 Printing notifications
When you print notifications, all the shop papers whose ID begins with 15* should be proposed.
1-2 Partner Assignment
1-2-1 Defining a partner function
Create a new partner function.
Groups 1-10 use the ID X1 to X0.
Groups 11-20 use the ID Z1 to Z0.
Description: Responsible##
Partner type: User
© SAP AG PLM335 3-37
1-2-2 Define partner determination procedure
Create a new partner determination procedure. Use your group number as the ID for the partner determination procedure.
This partner determination procedure should contain the following partner functions:
• SP (sold-to party)
• CP (contact person)
• MB (notification processor)
• BP (bill-to party)
• RP (employee responsible)
• GR (goods recipient)
• Your new partner function X* / Z*
One partner may be maintained for each of the partner functions SP, GR and BP.
The partner function SP should be a required entry.
1-2-3 Assigning a partner determination procedure
Assign the partner determination procedure to your notification type.
1-2-4 Initial screen for partner functions
It should be possible to enter your new partner function Responsible## directly in the notification header. It is also used as a paging partner and as person responsible for tasks.
1-2-5 Copy indicator for partner roles
Set the copy indicator for all the partner roles of your partner profile so that the partner roles are copied from the technical object into the service notification.
1-3 Object Information Key
1-3-1 Assigning an object information key
Assign the object information key SERVICE_S1 to your notification type.
© SAP AG PLM335 3-38
1-4 Creating a Notification
Test your settings by entering a notification with your notification type. Use the following data:
Sold-to party: T-CSD##
Serial number: 1
Material: T-FSN##
© SAP AG PLM335 3-39
Unit: Helpdesk Topic: Catalogs
At the end of these exercises, you will be able to:
• Display catalog entries
3.
Catalog entries are used to define the notification tasks.
1-1 Display catalog entries
Display the code groups for catalog 2 (tasks) and the codes for a code group.
1-2 Display catalog profile
Display the PC catalog profile. What code groups for damages are assigned to this catalog profile?
© SAP AG PLM335 3-40
Unit: Helpdesk Topic: Response Time Monitoring
At the end of these exercises, you will be able to:
• Display response and service profiles.
4.
Certain tasks should be proposed for automatic task determination in the notification.
1-1 Display response profile.
Display the response profile PHOH1HR. What tasks are determined for which priorities?
1-2 Assigning a Response Profile
Assign the response profile PHON1HR to your notification type.
1-3 Creating a Notification
Test the settings by entering a notification with your notification type, sold-to party T-CSD## and priority very high.
Determine the tasks. Call up the task overview and check the result.
© SAP AG PLM335 3-41
1-4 Settings for List Editing
1-4-1 Creating a selection variant
Call up the function Notification - List editing - Change.
Create a selection variant with the following features:
• Use U_USERNAME (USERNAME = your system user name) as a variant name, so that this variant is proposed as your standard variant.
• You should always select the statuses Outstanding, In process, and Completed.
• Selection is made according to notification type S1 and your notification type.
• The reference field for the monitor should be Required start/end.
• The field Additional device data should not appear.
• Today’s date minus 30 days should be defaulted as the Date from.
1-4-2 Changing a list structure
You show the fields List name and Location in the list and sort in ascending order according to notification date.
Save this setting as layout L## (user-specific variant).
This variant should be your initial variant.
© SAP AG PLM335 3-42
Unit: Helpdesk Topic: Solution Database
At the end of these exercises, you will be able to:
• Create new symptoms and solutions
5.
The solution database is used to support the customer by phone.
1-1 Creating Symptoms and Solutions
Create a new symptom.
Symptom type: PC symptom
Choose a damage and assign it.
Enter a suitable symptom description. In addition, enter your group number in the text.
Assign the symptom to symptom category PC Category 01..
Assign the material number T-FSN## as the object.
Release the symptom.
Create an appropriate solution directly for this symptom.
Solution type: PC solution
Enter a solution text.
Assign two suitable tasks.
Assign the Internet address WWW.SAP.COM as an appendix.
Release the solution.
Save the symptom and solution.
1-2 Text Index
Create the text index for the new symptoms and solutions.
© SAP AG PLM335 3-43
1-3 Notification with Search for Solution
Test your settings by creating a notification with your notification type.
Sold-to party: T-CSD##
Serial number: 1
Material: T-FSN##
Enter a suitable notification short text. In addition, enter your group number in the text.
Enter the same damage, which you used in the symptom description, in the first notification item.
Use the action box to call up the solution database.
Search for suitable symptoms.
Select your symptom and search for the corresponding solution.
Copy the solution into the notification. What happens?
Save the notification.
© SAP AG PLM335 3-44
Helpdesk: Solutions
Unit: Helpdesk Topic: Notification Processing
1-1 Creating a service notification
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
Notification number: See Notification
Default values
Field name or data type Values
Business area 8000
Planning plant 1200
Sales/distrib.
Field name or data type Values
Sales organization 1000
Distribution channel 14
Division 00
Save
Continue
Field name or data type Values
Notification short text Problem with screen
Sold-to party 100016
Enter
Field name or data type Values
Address data Enter the address.
Copy
© SAP AG PLM335 3-45
Organization
Field name or data type Values
Sales organization 1000
Distribution channel 14
Division 00
Continue
Field name or data type Values
Notif. process. 50010145 (TS hardware (D))
Damage Use search help to select
Save
1-2 Changing and Completing a Service Notification
Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58)
Field name or data type Values
Notification status Select Outstanding
Partners Partner function Notification Processor
Partner 50010145
Execute
Select your notification and choose Details.
Additional data 1
Enter a long text.
Complete
Continue
© SAP AG PLM335 3-46
Unit: Helpdesk Topic: Notification Types
1-1 Creating a Notification Type
1-1-1 Create a new notification type.
Access to Customizing:
Tools → Customizing → IMG → Edit Project → (SPRO)
Display SAP Reference IMG button
IMG path for notification types:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Notification Types
Select the notification type S1 and choose Copy as.
Field name or data type Values
Notification type Your group number
Reference time D (notification completion)
Enter
Save
1-1-2 Maintain the screen templates for your notification type.
.... Notification Creation → Notification Types → Set Screen Templates for Notification Type
Field name or data type Values
Notification type Your notification type
Enter
New entries
© SAP AG PLM335 3-47
Field name or data type Values
Tab 10\TAB01 and so on
Tab header Enter a header
Icons Select an icon
Tab Select
Enter
Field name or data type Values
Screen area 1-5 Use at least the following screen areas:
005 (PM/CS reference object)
031 (subject and long text Windows 32bit)
035 (customer / contact person for service notification)
050 (execution – maximum screen)
065 (tasks)
080 (warranty)
Use Next entry to create a new tab page.
Create an additional three tab pages with the following tabs:
Field name or data type Values
Tab 10\TAB10 (Item)
20\TAB01 (Item overview)
20\TAB01 (Item causes)
Save
1-1-3 Long text control
.... Notification Creation → Notification Types → Define Long Text Control for Notification Types Select your notification type and choose Details.
Field name or data type Values
© SAP AG PLM335 3-48
Log line Select
No text change Select
Save
1-1-4 Field selection
.... Notification Creation → Notification Types → Set Field Selection for Notifications
Field Selection for Maintenance Notifications
Influencing
Choose the Notification type influencing field.
Field name or data type Values
Contents Value Your notification type
Enter
Field name or data type Values
Purch. order no. Select “Hide”
Purchase order date Select “Hide”
Description (VIQMEL-QMTXT) Select “Req.”
Malfunction start Select “Disp.”
Malfunction end Select “Disp.”
Save
1-1-5 Number range assignment
.... Notification Creation → Notification Types → Define Number Ranges
Overview
1-1-6 Assign the proposed order type SM02.
.... Notification Creation → Notification Types → Assign Notification Types to Order Types
Field name or data type Values
© SAP AG PLM335 3-49
Type (for your notification type) SM02
Save
1-1-7 Other notification parameters
.... Notification Creation → Notification Types → Define Order Types and Special Notification Parameters Select your notification type and choose Details.
Field name or data type Values
Sales doc. type OR
AutoContractDet Select
Order type for notif. with service contract
SM01
Save
1-1-8 Screen areas in notification header
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Overview of Notification Type
Select your notification type and double click on Screen Areas in Notification Header.
Field name or data type Values
Screen type hdr H200 (Header service notification)
ScrnCat object O130 (serial number + material number + device ID)
1-1-9 Assigning catalogs
Double click on Catalogs and catalog profiles.
Field name or data type Values
Coding D
Problems C
Causes 5
Tasks 2
© SAP AG PLM335 3-50
Activities A
ObjectParts B
Class active Select
1-1-10 Assigning a priority type
Double click on Priority Type.
Field name or data type Values
Priority type SM
1-1-11 Partner determination procedure
Double click on Partner Determination Procedure.
1-1-12 Partner determination procedure
Double click on Partner Functions, Approval.
Field name or data type Values
Customer Sold-to party
Contact person Contact person
Implementing department Notif. process.
1-1-13 Response and service profiles
Double click on Response Time Monitoring.
Field name or data type Values
Service window STANDARD
Response profile STANDARD
Save
End
1-1-14 Action box
© SAP AG PLM335 3-51
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Additional Functions → Define Action Box
Define Follow-Up Functions (Generated Tasks/Activities)
Select the entries with your notification type and notification type S1, then double click on Activities.
Select an entry with the function description Solution database, then choose Copy as.
Field name or data type Values
Notification type Your notification type
Enter
Save
1-1-15 Printing notifications
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Notification Print Control → Define Shop Papers, Forms and Output Programs
Assign Shop Papers to Notification Type
New entries
Field name or data type Values
Document type Your notification type
Shop paper 15*
Selection Select
Save
1-2 Partner Assignment
1-2-1 Defining a partner function
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Partners → Define Partner Determination Procedure and Partner Function
Define partner determination procedure
Select Cust. Service and choose Change partner.
Double click on Partner Functions.
New entries
© SAP AG PLM335 3-52
Field name or data type Values
Role X*or Z*
Description Person responsible ##
Partner type US
Save
1-2-2 Define partner determination procedure
Double click on Partner Determination Procedure.
New entries
Field name or data type Values
Procedure Your group number
Description Enter a description
Select the partner determination procedure and double click on Functions in Determination Procedure.
New entries
Field name or data type Values
Role SP
CP
MB
BP
RP
GR
X* / Z*
Select the indicator Unique for the functions SP, GR and BP.
Check the box Partner mandat. for the function SP (sold-to party).
Save
Back (x3)
1-2-3 Assigning a partner determination procedure
Assign Partner Determination Procedure to Notification Type
Field name or data type Values
© SAP AG PLM335 3-53
PartnDetProc (for your notification type)
Your partner determination procedure
Save
Back
© SAP AG PLM335 3-54
1-2-4 Initial screen for partner functions
Assign Partner Functions to Notification Type
Select your notification type and choose Details.
Field name or data type Values
Person responsible Person responsible ##
Function for paging Person responsible ##
Task processor Person responsible ##
Save
1-2-5 Copy indicator for partner roles
Plant Maintenance and Customer Service → Master Data in Plant Maintenance and Customer Service → Basic Settings → Partners → Copy Partner Roles to Master- and Movement Data
Field name or data type Values
Copy Partner Set the indicator for all the partner roles of your partner profile
Save
1-3 Object Information Key
1-3-1 Assigning an object information key
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Object Information → Assign Object Information Keys to Notification Types
Field name or data type Values
Object info (for your notification type)
SERVICE_S1
Save
© SAP AG PLM335 3-55
1-4 Creating a Notification
SAP menu path:
Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51)
Field name or data type Values
Notification type Your notification type
Enter
Field name or data type Values
Sold-to party T-CSD##
Serial number 1
Material number T-FSN##
Save
© SAP AG PLM335 3-56
Unit: Helpdesk Topic: Catalogs
1-1 Display catalog entries
Logistics → Customer Service → Service Processing → Environment → Catalog → Code Groups → Display (QS42)
Field name or data type Values
Catalog 2
Enter
Select a code group and choose Codes (double-click).
1-2 Display catalog profile
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Content → Define Catalog Profile
Select the catalog profile PC and choose Catalogs/Code Groups.
The damages catalog is catalog C.
Code groups: MONITOR, PC.
© SAP AG PLM335 3-57
Unit: Helpdesk Topic: Response Time Monitoring
1-1 Display response profile.
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Response Time Monitoring → Define Response Monitoring
Define Response Profile
Select the response profile PHON1HR and choose Response times (double-click).
1-2 Assigning a Response Profile
Response Time Monitoring for Notification Type
Field name or data type Values
Response profile (for your notification type)
PHON1HR
Save
1-3 Creating a Notification
SAP menu path:
Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51)
Field name or data type Values
Notification type Your notification type
Enter
Field name or data type Values
Sold-to party Customer T-CSD##
Priority (in screen area Processing)
Very high
© SAP AG PLM335 3-58
Define tasks
Call up the tab page with the tasks overview to display the tasks.
Save
1-4 Settings for List Editing
1-4-1 Creating a selection variant
Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58)
Field name or data type Values
Notification status Select “Outstanding”, “In process”, and “Completed”
Notification type S1
For the Notification type field, choose Multiple selection; also enter your notification type and choose Copy.
Field name or data type Values
Ref. field monitor 2
Goto → Variants → Save as variant
Field name or data type Values
Variant name U_XXX (XXX = your user name)
Description Enter a text
Addit. device data Select “Hide field”
From date Select “Selection variable”
Choose Selection variables and then Date variable (D - yellow traffic light turns green). Call up the search help (arrow) and choose Current date +/- ??? days. Days
Enter “30”´.
Enter
Save
Save
© SAP AG PLM335 3-59
1-4-2 Changing a list structure
Choose Execute on the selection screen.
In the list, choose:
Settings → Display variant → Current
Select the fields List name and Location and choose Show selected fields.
Copy
In the list, select the Date column and choose Sort ascending.
Settings → Display variant → Save as variant
Field name or data type Values
Save layout L##
Description Enter a description
User-specific Select
Default setting Select
Continue
© SAP AG PLM335 3-60
Unit: Helpdesk Topic: Solution Database
1-1 Creating Symptoms and Solutions
SAP Menu → Logistics → Customer Service → Solution Database → Create/Display/Change Symptom/Solution (IS01)
Creating a Symptom
Field name or data type Values
Symptom type PC
Enter
Code symptom Choose a code
Description Enter a description and your group number
Symptom category 01
Choose the tab page Object and then Add business object.
Select the object type Material and choose Continue.
Field name or data type Values
Material T-FSN##
Enter
Release
Create and link a solution
Field name or data type Values
Solution type PC
Description Enter a description
Add tasks under the selected node
Select two tasks and choose Copy.
Add attachments under the selected node
Choose Attachment - Internet Address.
Enter
Field name or data type Values
Description SAP
© SAP AG PLM335 3-61
Internet WWW.SAP.COM
Enter (x 2)
Release
Save
1-2 Text Index
Logistics → Customer Service → Solution Database → Create Text Index (IS02)
Enter
1-3 Notification with Search for Solution
Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51)
Field name or data type Values
Notification type Your notification type
Enter
Field name or data type Values
Notification short text Enter a suitable problem description and your group number
Sold-to party Customer T-CSD##
Serial number 1
Material number T-FSN##
Damage (on the tab page Item) Select
Solution database
In the window Search Criteria: Find Symptom, confirm using Enter.
Select the symptom that you found and choose Search by selection. Symptoms assigned Detail solutions
Select a solution found and choose Assign selected solutions.
When the solution is copied, tasks are also copied from the solution into the notification.
Save
© SAP AG PLM335 4-1
SAP AG 2001
Field Service Planning
Order processing
Order types
Scheduling and capacity planning
External services
Contents:
Material planning
Printing, paging, and mobile devices
Completion confirmation
Billing
Settlement and completion
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List the functions and contents of service orders
Create, process, bill and complete service orders
Make the Customizing settings for service orders
At the conclusion of this unit, you will be able to:
Field Service Planning: Unit Objectives
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Course Overview Diagram
Returns and Repairs Processing
Returns and Repairs Processing
HelpdeskHelpdesk
Field Service PlanningField Service Planning
Organizational Elements andMaster Data
Organizational Elements andMaster Data
Additional FunctionsAdditional Functions
Course OverviewCourse Overview
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Technicians perform work at the customer site.
This work is triggered by a problem message from the customer and performed as planned activities.
The work is documented and an invoice is created.
Field Service Planning: Business Scenario
© SAP AG PLM335 4-5
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List the functions and contents of service orders
Describe the steps involved in order processing
Execute a simple order process flow
At the conclusion of this topic, you will be able to:
Order Processing: Topic Objectives
© SAP AG PLM335 4-6
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
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Structure of Service Order
Change Service Order 500200: Central Header
Order SM02 500200 Printer - repairStatus CRTD
Customer
Header data
Who should do
what when?
ObjectsOperations Components Costs Partners
Service data
Responsibility
Dates
Reference object
Which
materials
are
required?
Estimated,
planned
& actual
costs,
revenues
Internal
and
external
Technical
objects
and
notifications
A service order is structured as follows: Order header with description (short and long text), status information, customer and address data, service data (for example, service product), areas of responsibility, dates and entry of a reference object. The header data also includes cost and revenue data, partner data and the object list.
The order contains one or more operations. These are the individual steps to be executed by internal or external employees. If a more detailed structure is required, one or more sub-operations can be created for each operation.
Components can be assigned to each operation. These are stock or non-stock materials that are required to execute the work. Production resources or tools that are required for the work to be executed are also assigned to the operation.
In the cost overview, you can enter and display the estimated costs, and display planned costs, actual costs and actual revenues for the entire order.
In the partner overview, you can maintain additional internal and external partners (for example, reponsible employees) for the order.
If the order has several reference objects, these are entered in the object list. If there are several notifications for the order, these are also available in the object list.
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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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Value Flow
Costs
Backflushdocuments
Settlement receiverSettlement receiver
Billing document
Revenue-bearing
service order
Revenues
Settlement result
Settlement result
Non revenue-bearing
service order
Sales document item
Company
Invoicex y
Costs
Backflushdocuments
Billing document
Revenues
Company
Invoicex y
Settlement costs
The service order type controls whether the service order is revenue-bearing or not. The following order types exist in the standard setting: SM01: Service order with assignment to a sales order item (that is, item of a service contract or of a sales order) - non revenue-bearing
SM02: Service order without assignment to a sales item - revenue-bearing SM03: Service order for returns and repair processing (assigned to item of the customer repairs order) - non revenue-bearing
Value flow in a service order that is revenue-bearing: When posting confirmations, costs are posted to the service order. If a billing document is created for a service order that is a revenue object, revenues are posted to the service order.
The result of the service order that is revenue-bearing is the difference between the revenues and the costs.
This result is charged to the settlement receiver of the service order during settlement. The settlement receiver is a result object from Profitability Analysis (CO-PA), for example.
Value flow in a service order that is not revenue-bearing: When posting confirmations, costs are posted to the service order. If a billing document is created for a service order that is non revenue-bearing, revenues are posted directly to the superior sales document item.
Costs are charged to the superior sales document item during the settlement of the service order. The result can be analyzed on the sales document item level. When the sales document is settled, the result is charged to the settlement receiver of the sales document item (for example, the result object).
© SAP AG PLM335 4-10
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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.
© SAP AG PLM335 4-11
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Name the Customizing settings for order types
Create new order types
At the conclusion of this topic, you will be able to:
Order Types
© SAP AG PLM335 4-12
SAP AG 2003
Order Types - Customizing
Functions and settings of the order types:
Order types:Commitments management
Revenue postings
Settlement and budget profiles
Residence times
Immediate release
Screen type - reference object
Settings for service orders:Credit limit check
Default DIP profile
The Commitments management indicator controls whether a commitment is formed for planned external services and non-stock components.
If the Revenue postings indicator is set, the revenues produced from billing are posted directly to the service order. Assignment to a sales document item is only possible for service orders that are not revenue objects.
The settlement profile controls the order settlement, the budget profile enables budget entry and monitoring for orders.
Residence time 1 specifies the time in months, which must lie between the setting of the deletion flag and deletion indicator respectively when orders are archived. Residence time 2 specifies the time, which must lie between the setting of the deletion indicator and the archiving.
The indicator for immediate release is only effective if the order is generated from a notification, maintenance plan or sales order.
The screen type - reference object defines whether reference objects are used for the order type, and if so, which types.
The settings for the credit limit check contain the type of check and the assignment of the order type to a credit group "Order". The DIP profile controls the quotation creation and resource-related billing.
© SAP AG PLM335 4-13
SAP AG 2003
Order Types - Customizing II
Assignment to number range group
Assignment to planning plants
Default values
Time: Formation of settlement rule
Notification and order integration
Costing parameters
Change documents, and so on
Display of goods movements
You can set the following default values for each order type: General order data (field keys for operation user fields, calculation keys for operation data, relationship view, graphic profile for network graphic)
Default data for external operations Default data for non-stock components Proposed reference time for technical completion Operation control keys Maintenance activity type: Key for the type of activity performed (preventive maintenance, warranty service...). In the evaluations, you can classify data using the maintenance activity type. You can assign each service order to a maintenance activity type.
The settlement rule can be created when the order is released or at technical completion. The settlement of sub-orders is also set here.
Under notification and order integration you define whether you want to maintain notification and order data in one screen. This means that you automatically create a notification when you create an order. You can also control whether the long text of the notification header should be copied into the order header automatically, and in how far operations can be assigned to object list entries of the order.
The costing parameters control the planned and actual cost determination in the order. The increments for operation numbers, writing change documents (with/without recording of status changes), generating collective purchase requisitions, purchase order workflow and transfer of the non-modifiable net order price into purchase requisitions are set under Change documents...
© SAP AG PLM335 4-14
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Order Types - Customizing III
Availability check
Maintenance and service orders:
Priority types
User status profile
Partner determination procedure
Scheduling parameters
Print proposal for order papers
Object information key
Field selection
Completion confirmations:
Confirmation parameters
The availability check can be set for capacities (work centers), stock materials and production resources/tools.
The assignment of the order type to a priority type is used to define the priority to which an order can be assigned. The priority can be used to propose the basic start and end dates for the order.
If individual user statuses are to be assigned in addition to the system statuses, then you must assign a user status profile to the order type.
The assignment of the partner determination procedure defines which partner information can or must be entered in the order. In addition, the following partner roles are assigned here: Customer and person/department responsible in the order header screen, person with automatic generation of capacity requirements records at operation level, recipients of paging messages.
Order scheduling is defined using scheduling parameters. In the print control, you can define which order papers are proposed with which settings when printing orders.
You can use field selection to influence the field attributes (required entry field, optional entry field, display field, hidden field) for the fields in the order header.
Confirmation parameters are used to set default values and checks when entering completion confirmations.
© SAP AG PLM335 4-15
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Order Operations
Internal processing
External processing
Text
Execution: Description:
Activity numbers
Control using operation control keys:
Capacity requirements
Schedule
Costing
Printing
Completion confirmation
Internal / external
Internally processed operations are executed by the company's own employees, externally processed operations by external companies. The work can be described using the operation short and long texts, or using activity numbers and quantities for the operation.
These features of an operation are defined using the operation control key. Other features are also dependent on the operation control key:
If the Schedule indicator is set, operation start and end dates are determined based on the operation duration entered. For externally processed operations, the planned delivery time can be used for scheduling, as an alternative to the operation duration.
The Capacity requirements indicator ensures that capacity requirements are generated according to the planned working time.
The Costing indicator enables planned costs to be determined based on the operation data and actual costs to be determined based on the completion confirmations for the operation.
You can use a print indicator to define that the operation is printed in the order papers. You can also determine the printed text on time tickets and confirmation slips.
The confirmation of internal activities for the operation can be permitted or prohibited. An order only obtains the status Finally confirmed once all the operations planned for the completion confirmation have been finally confirmed.
© SAP AG PLM335 4-16
SAP AG 1999
Make the settings for scheduling
Use the evaluations for capacity planning
At the conclusion of this topic, you will be able to:
Scheduling and Capacity Planning
© SAP AG PLM335 4-17
SAP AG 2001
Scheduling
Calculation of start and end dates for orders and
operations
Settings for planning plant / order type:
Default scheduling type
Adjust basic dates
Automatic scheduling
Display scheduling log
Scheduling (including breaks)
Order shift
During scheduling, the lead times for the operations (Duration field) are totaled and either added to the basic start date (forwards scheduling) or subtracted from the basic end date (backwards scheduling). The scheduled start and end times calculated in this way can differ from the basic dates.
For each order type, you can define the standard scheduling type, but this can be changed on the header data screen for the service order. Each scheduling type refers to a scheduling method, for example, forwards scheduling, backwards scheduling, current date scheduling, no scheduling.
Adjust basic dates means that the scheduled dates specified always have priority over the basic dates. Automatic scheduling means that the system always schedules the order once it has been saved. Scheduling (including breaks) means that breaks entered in the shift definition for the work center masters are taken into account. If the indicator is not set, the overall break time is distributed proportionally.
Order shift means that if you change the basic dates whilst an order is being executed, the system always uses the new basic dates as the basis for scheduling, and not the actual dates that have already been entered.
© SAP AG PLM335 4-18
SAP AG 1999
Scheduling Types
TimeCurrent date Basic start date Basic end date
Op1Op2
Op3
Forwards
Backwards
Op1Op2
Op3Op1Op2
Op3
Current date
Op1
Onlycapacity requirements
Op2Op3
Adjust basic date
Adjust basicdate
Basic start date Basic
end date
This diagram illustrates how the system determines the dates for the three operations in an order (Op1 to Op3) based on the scheduling type.
For scheduling type Only capacity requirements, the capacity requirements are distributed evenly over the period between basic start date and basic end date.
The basic dates are adjusted, if necessary, based on the setting for the order type. This means that the start date for the first operation is copied as basic order start date and the end date for the last operation copied as basic order end date.
For each scheduling type, you can set whether the time can also be entered for the basic dates, in addition to the date.
The existing capacity loads are taken into account during capacity scheduling. Only those work centers, which have the indicator Relevant for capacity scheduling, are involved in capacity scheduling. For each operation to be scheduled, the system checks whether sufficient free capacity is available for the operation on the date calculated. If sufficient free capacity is available, the operation is scheduled. If insufficient capacity is available, the operation is shifted to a date on which it can be processed without capacity problems.
© SAP AG PLM335 4-19
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InstallationProductionFS relationshipFS relationship
Eng./design P / O
Purchase orderSS relationshipSS relationship
Start-upphaseSF relationshipSF relationship
Materials planning
BOM
FF relationshipFF relationship
Permit
Engineering/design
Relationships
A relationship describes the processing and time-based dependencies between two operations in an order. For example, a particular operation can only begin once another operation has been completed, or an operation cannot be completed before another operation is completed.
Relationships are determined by two factors: Type Timeframe
There are four types of relationship: FS relationship - the end of one operation is linked to the start of the following operation SS relationship - the start of one operation is linked to the start of the following operation FF relationship - the end of one operation is linked to the end of the following operation SF relationship - the start of one operation is linked to the end of the following operation
The timeframe specifies the time between two operations, which are linked to one another by a relationship.
The function Generate relationships simplifies the creation of relationships. This function automatically creates FS-type relationships between operations that were not previously linked by relationships. The operation number is used to determine the order.
© SAP AG PLM335 4-20
SAP AG 1999
Capacity Planning
Available - Required = Free
Capacity evaluation
Determination of:
• Available capacity
• Capacity requirement
Comparison: Available - Required
Capacity leveling
Leveling of loads(too high and low)
Optimal usage of capacity
Selection of suitable resources
Fromwork center master
Fromorder operations
Capacity planning can be divided into capacity evaluation and capacity leveling: To evaluate the capacity situation, the capacity requirements are compared with the available capacity. The available capacity details the available capacity for each workday. The capacity requirement details the capacity required for orders at a given time.
During capacity leveling, the capacity loads of work centers (overloaded or underused) are balanced out. It also enables the workforce capacity to be optimized and suitable resources to be selected.
The available capacity is the work that can be produced by a capacity unit at a work center on each workday. It is calculated from the work start and end times, lengths of breaks, capacity utilization level of the capacity units and the number of individual capacity units that have capacity.
The capacity requirement is the work required from a particular work center over a given period of time based on an operation in an order.
The capacity availability check can be set for the order created and order released. It is controlled using an overall profile. If no overall profile has been entered, the overall profile SAPSFCG013 is used with the period split Week. You can set the system response for availability not provided when the order is released.
© SAP AG PLM335 4-21
SAP AG 1999
Display Formats
Capacity requirements
Available capacity
Standard overviewand detailed capacitylist expressions
Planning board (tabular)Planning board (tabular) Planning board (graphical)Planning board (graphical)
Capacity evaluationCapacity evaluation DiagramsDiagrams
Capacity planning uses several display formats. Evaluation lists, block diagrams, bar charts, line diagrams and Gantt charts can be used. Simulations can also be performed using the tabular and graphical planning boards. Another option is provided by the graphical monitor for people in a work center.
You define the type of capacity evaluation using profiles. The overall profile contains seven sub-profiles for the graphical planning board and eight for the tabular planning board: Control profile: Type of presentation and data preparation Evaluation profile: Capacity unit, unit of measurement, hierarchy Strategy profile: Control of shift planning in capacity leveling using the graphical or tabular planning board
Time profile: Periods for processing List profile: Layout of standard overview and detailed capacity list Selection profile: Data sets for selecting objects to be displayed Profile for graphical planning board Profile for tabular planning board Period profile (only for tabular planning board)
© SAP AG PLM335 4-22
SAP AG 2003
Splits at Person Level
1. Create order
2. Enter one or more people as header partner
3. Create operation(s)
4. Save order
5. Create capacity records
When planning human resources, you can split operations and create capacity loads for individuals. You can enter this information - the capacity requirement records (or splits) - manually in the requirement assignment screen for an operation or use the system to create it automatically.
The automatic function enables you to save time on the basis of partner functionality - you do not have to allocate work for each operation, the system will arrange the time automatically. Requirement records are created for an employee when you save. Work is distributed equally among the people entered in the partner overview.
When creating an order, if you enter employee requirement records manually for particular operations, these are not overwritten by the automatic function when you save.
The system creates requirement records automatically if you are creating an order, and for new operations. If you make changes this takes place once more. If you change the partner information in the order, this will have no effect if the order has already been saved.
In Customizing you must assign a partner determination procedure that allows partner roles with the partner type "person" to the order type. You must enter one of these partner functions in the field for automatic split creation. Only this partner function is then considered for the automatic creation of requirement records.
© SAP AG PLM335 4-23
SAP AG 2001
Scheduling Interface
Create order
1
Schedule order
2Popup window Date
agreement is displayed
3
External systemsearches for date
4
Suggested dates are displayed
5
Save order
7
Copy date6
Dates are posted in both SAP and external systems
Order scheduling
Field service planning
Graphical monitor to display assignments
The CS-SDL interface enables you to use an external system to help process scheduling and field service planning. You can use this interface to copy scheduling and field service planning data from existing systems to your SAP system. The following scenarios are supported: Capacity planning - if you use an external scheduling system for capacity planning, you can use the SAP system as a front-end.
Field service planning - if you want to use field service planning in the form of a plan table, you will need to set the external scheduling system as an additional front-end.
When you schedule an order in the SAP system, the external system looks for a suitable date and notifies the SAP system. SAP capacity planning is deactivated. Additional functions are dependent on the external scheduling system.
You must make the following settings in Customizing - define the order types for which you want to activate external scheduling. Make the required settings for external order scheduling. Set the external scheduling parameters.
© SAP AG PLM335 4-24
SAP AG 1999
List the options for planning external services
Make the settings for planning external services
At the conclusion of this topic, you will be able to:
External Services
© SAP AG PLM335 4-25
SAP AG 2003
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.
© SAP AG PLM335 4-26
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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.
© SAP AG PLM335 4-27
SAP AG 1999
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.
© SAP AG PLM335 4-28
SAP AG 1999
External Services - Settings
Account assignment category and document type for purchase requisitions
Operation control keys
Default value profiles for external procurement
Collective purchase requisition
Time when purchase requisition generated
Net order price
In a general setting, the purchasing account assignment category and purchasing document type are defined for purchase requisitions for service orders. For the document type, you can choose whether you want to generate purchase requisitions for normal purchase orders, contracts or other document types in the purchasing system. Purchase requisitions for service orders must always be assigned to service orders. This means that you must only change the standard setting for the account assignment category if you have defined a new account assignment category for the order account assignment in the Customizing of the purchasing system.
In the external processing profile, you can define default values for generating purchase requisitions from orders. In each profile, you can save default values for a cost element, purchasing organization, purchasing group and material group. When the profile is assigned to the order type, the default unit of measure can be specified for external processing.
The Coll. purc. req. indicator ensures that only one purchase requisition with several items should be generated for external material and external operations per order. The purchase requisition can be generated either when creating or releasing the order. You can use the Net order price indicator to define that the net price from the external operation should not be changed in the purchase requisition. A change can only be made in the purchase order.
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SAP AG 1999
List the options for material planning
Make the settings for material planning
At the conclusion of this topic, you will be able to:
Material Planning
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SAP AG 1999
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.
© SAP AG PLM335 4-31
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Componentassignment
Materialreservation
MayMayAvailabilitycheck
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.
© SAP AG PLM335 4-32
SAP AG 2003
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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Material through Internet Catalog (e-Procurement)
Catalog Access through EBP
Direct catalog access
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Direct Catalog Access (OCI)
R/3
Order 4711Item 10Item 20
Purchase requisition
Order 4711Item 10
Pump P1000Gears Gx01
Item 20Washer 10-10
Componentstransfer
External catalog
To catalog
Pump P1000Gears Gx01Washer 10-10
1
2
3
If you want to access an external, internet-based catalog for spare parts, a direct connection between the component list of the order and the catalog can be established.
The connection is established using the OCI (Open Catalog Interface). A prerequisite for this is that the catalog and its call-up structure are defined in Customizing. If you select a spare part out of an external supplier catalog, an item of category N (non-stock item) is created in the component list of the order.
If you select a spare part out of an internal, intranet-based catalog, an item of category L (stock item) is created in the component list of the order.
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SAP AG 2002
Catalog Access through EBP
EBPOrderselection
Componentstransfer
To catalog
Transfer to shopping cart
1 2
45
R/3
Order 4711Item 10Item 20
Purchase requisition
Order 4711Item 10
Pump P1000Gears Gx01
Item 20Washer 10-10
Order 4711Item 10Item 20
Order 4711Item 10
Pump P1000Gears Gx01
Item 20Washer 10-10
External catalog
Pump P1000Gears Gx01Washer 10-10
3
The connection between the order and the catalog can also be established by the Enterprise Buyer Professional (EBP).
The Enterprise Buyer Professional is an SAP system (separate from R/3) which provides internet-based procurement processes. Various scenarios are available:
- Classic scenario: EBP as an "interface" to select a spare part - complete procurement process in backend system (for example, R/3).
- Extended classic scenario: The purchase order is created in the EBP - all the subsequent processes take place in the backend system.
- Decoupled scenario: The complete procurement process takes place in the EBP. A possible process could be as follows:
A maintenance order is created in the backend system. The EBP system is started through the URL (http://...). The component planning is started and the order is found. Operation is chosen. A catalog defined in the EBP is used to search for and select components. The component list is transferred to the EBP where it can be supplemented or changed. The component list is then transferred to the backend system. The component list is copied and added to the operation (usually as a non-stock item). When the order is saved or released, a purchase requisition is generated.
You can find further information on this topic in the PLM315 and EPR210 courses.
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Material Planning - Settings
Default values for component item categories
Movement types for material reservations
Time - relevance for materials planning
Material availability check
Display of goods movements
Default value profile for non-stock components
Access sequence for delivery addresses
The item categories for order components can be proposed based on the material type and maintenance plant.
The standard movement types for the goods issue and goods return are 261 and 262.
The material reservations can be relevant for materials planning either when saving or releasing the order (Movement allowed indicator in the reservation).
The option of displaying goods movements for the order directly from the order must be activated for the order type.
You can create default value profiles for the purchasing data of the non-stock components.
The delivery address of the non-stock components can be determined on the basis of the address of the order, the notification, the functional location, the equipment, the sold-to-party, or the goods recipient.
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Availability requirementsAvailability requirementsfor ordersfor orders
Scope of check:Scope of check:
CheckingCheckinggroupgroup
CheckingCheckingrulerule
Stocks
Receipt / issue
Replenishment lead time
Storage location check
Material Availability Check
Material availability list
Order system status
Response for release and missing availability
The availability check is controlled by the checking group from the material master and the checking rule, which is defined for each plant and order type. The scope of the check is defined for each combination of checking group and rule, in other words: Which stock categories are considered Which elements relevant for materials planning (receipt/issue) are considered (for example, purchase requisition, purchase order, planned order)
Whether the replenishment lead time is checked Whether the availability check should be made at plant or storage location level
The availability check can be set for the order created and order released. It can be set automatically when the order is saved. The system response for availability not provided when the order is released can be set (no response, warning or error message).
You can display information regarding the availability of materials that have been scheduled for an order in the material availability list. The quantity determined and confirmed for stock components by the availability check is compared with the quantity required. For non-stock components, the list provides information about whether the date of the planned goods receipt (from a purchase requisition or purchase order) is appropriate for the earliest or latest start date for the operation.
© SAP AG PLM335 4-38
SAP AG 1999
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).
© SAP AG PLM335 4-39
SAP AG 2003
Advance Shipment with Customer Consignment
Generation ofgoods movement
for order
Consignment fill-up
Item1020
Customerorder
Serviceorder
Outbound deliveryConsignment withdrawal
Billing document
Creation ofservice order
1
Generation of sales order
2
Creation of customer consignment stock
3Reduction of
customer consignment stock
4
4
Resource-Related Billing
5
The customer consignment enables you to optimize the process of advance shipment. A sales order of sales document type CF (consignment fill-up) is created from the service order. This makes it possible to bill the spare parts actually required after the consumption posting.
A delivery of the materials required is generated based on this sales order. The materials are posted to customer consignment stock. This means that, for the moment, they remain the property of the service provider.
The customer consignment stock is reduced as a result of the consignment withdrawal (manual goods movement with movement type 261 W). The goods movement is assigned to the service order.
In resource-related billing of the service order, the customer is charged for the materials withdrawn from the consignment stock.
Materials that are not required can be posted back from the customer consignment stock into your own stock using a sales order of sales document type CP (consignment pick-up) or a manual goods movement.
You can find more information on this scenario in SAP Note No. 597012.
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SAP AG 2001
List the options for printing orders
Describe the print settings
List the paging options
Describe the mobile device options
At the conclusion of this topic, you will be able to:
Printing, Paging, and Mobile Devices
© SAP AG PLM335 4-41
SAP AG 1999
Print Control
Define shop papers• ID
• Program
• Form routine
• Form
• Description
Print proposal for each
document type
General / user-specific print specifications
Selection
Print diversion (optional)
The shop papers used are defined first. For each shop paper, you can define additional control indicators, such as delta printing, updating the print status for each operation or component. You can also mark the shop paper as a time ticket or confirmation slip.
For each notification and order type, you define which shop papers can be printed and which are printed as a system proposal. If shop papers are not specified for an order, printing is not possible. The checkbox informs the system that a shop paper for printing is proposed for an order type. If the field is not selected, the user must specify manually which paper should be printed.
The print diversion enables you to define that the print attributes of a particular shop paper depend on certain field contents in the order.
As soon as you have printed shop papers for a service order, the system automatically sets the corresponding status and creates a log. You can use the log to determine which papers have already been printed, who requested the print, and when they were printed.
© SAP AG PLM335 4-42
SAP AG 2003
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. 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
© SAP AG PLM335 4-43
Display contract data for the customer Create and print service reports for the customer
SAP AG 2002
Online Scenario
Online
Advantages:
Being locally independent
Immediate data entry
Improved data quality by avoidingtransfer errors
Permanent access to current data
Technology:
Mobile phone - WAP service IK72w
Wireless PDA - HTML service IK72hh
In Asset Life-Cycle Management, the various inspection tasks can be carried out using mobile devices. The following scenarios are supported:
Enter counter readings and measurement values on site - Enter damage codes - Create malfunction notification (optional) - Enter short text (only with HTML scenario) - Plausibility check of entered values
© SAP AG PLM335 4-44
SAP AG 2002
Public:
GPRS
UMTS
Public:
GPRS
UMTS
System Landscape for Wireless Applications
Local:
WLAN
Local:
WLAN
SAPR/3
SAPR/3
ITS
App.Gate
ITS
App.Gate
Acce
sspo
int
Acce
sspo
int
Firewall
ITS
WebGate
ITS
WebGate
Wireless network
WAP
Gat
eway
WAP
Gat
eway
Tele
com
Prov
ider
Tele
com
Prov
ider binary
WML WML
HTML
HTML
WML
TCP/IPHTTP
RFC
For further information concerning the WAP scenario, see SAP Note 367222. For further information concerning the HTML scenario, see SAP Note 507570.
© SAP AG PLM335 4-45
SAP AG 2003
Offline Scenario
Offline
Advantages:
Mobile processing of complex maintenancetasks
Offline processing
Runs on almost any PDA
Technology:
Mobile Engine (mySAP Mobile Business)
My Service Objects
My Orders
My Notifications
The Mobile Engine (part of the mySAP Mobile Business solution) enables users to process a large number of maintenance tasks offline on a PDA. There is no need to be permanently connected to the backend system.
The Mobile Engine provides: Data transfer to PDA Database to locally store data Synchronization with SAP backend system
The following functions are available: Display technical objects Display notifications assigned to orders Confirm actual times Book goods issue for an order Local availability check Create and process orders/notifications (February 03) Install/dismantle equipment Create measurement documents Local material management
There is a Local Profile Manager (LPM) to create customized input screens.
© SAP AG PLM335 4-46
SAP AG 2002
Mobile Business Architecture
Web ServerWebApplication
Server
Web Server
Device recognitionSystem templates
Wireless Gateway
MiddlewareBAPI wrapper
Mobile EngineLocal databaseLokaler web serverSynchronization
Applications
R/3 Enterprise BW SCM CRMPLMRole informationSingle sign-on
WorkplaceServer
ITS
MobileClient
© SAP AG PLM335 4-47
SAP AG 2002
System Requirements for Mobile Engine
ClientMobile Engine 2.1 (with Java Virtual Machine)
Web browser
PDA (Pocket PC) or laptop (Win OS)
ServerWeb Applicaton Server 6.20
Web server supporting Java servlets
Synchronization server
BackendR/3 4.6B, 4.6C and R/3 Enterprise
mySAP PLM Asset Life-Cycle Management must be installed
Further information: www.sap.com/solutions/mobilebusiness
© SAP AG PLM335 4-48
SAP AG 2001
Paging
Paging = sending short messages
Availability:Notification header
Order header
Notification/order - partner overview
Graphical monitor
Possible recipients:Customer
Contact person
System user
Personnel number
During notification and order processing, you can send short messages to one or more partners using a pager. This is possible from a number of different R/3 screens.
These short messages can also be predefined standard texts. You are also able to send messages using the Internet or SAPoffice. The partner function that you specify on the partner data screen must be assigned to one of the following partner types using the partner determination procedure: The following data must also be defined for the partners: Contact person/customer: The communication type PAG must be entered in the address for this partner under "Further communication".
System user: The communication type PAG must be entered in the user master record under "Further communication".
Personnel number: The personnel number must contain info type 105 (communication) and be assigned to a system user name. The communication type PAG must be entered in the assigned user master record under "Further communication".
You must also define in each address or user master record the subtypes of the pager service that are available to the partner, and define one of them as a standard service. If you are sending pager messages from the notification or order header screen, you must define the partner function for paging in Customizing for the relevant notification or order type.
© SAP AG PLM335 4-49
SAP AG 1999
FAX = Telefax
INT = Internet mail
PAGE = Pager services
PRT = Printer
RML = R/Mail or SAP-Office
Paging - Supported Services
@@
To send pager messages, you must define subtypes for the pager services in the Customizing for Basis Components. When defining subtypes, check the information that the paging providers certified for the R/3 System make available to you. These providers include, for example, Balloon in Germany (supported paging services include D1 SMS, Skyper, Cityruf, Scall, D2 SMS) and RPA in the USA (supports services include MCI and Skytel).
Definition of standard texts:
Create SAPscript text. You can also use variable text symbols, which are automatically replaced by notification or order data when the short message is sent (tables - notification: VIQMEL, order: CAUFVD).
Assign a standard text in the Customizing for the notification or order type.
© SAP AG PLM335 4-50
SAP AG 1999
Paging - Information
System status PAGE
Paging status on partner screen
Document flow
Action logStatus
Message text
It is only possible to send short messages if the notification or order has not yet been completed. The notification or order may not be marked for deletion. The user status can be employed to restrict the sending of short messages further.
When the first short message is sent, the system status is automatically set to PAGE. The short messages are only sent once the notification or order has been saved. After sending the
message, the paging provider confirms various communication statuses or paging statuses. The following statuses are possible: Sent / Successful / Warning / Error.
The paging provider does not inform the R/3 System whether the short message has been received successfully.
The paging status can be displayed from the notification or order header, partner screen and graphical monitor. You see all the notifications and orders from which pager messages have been sent for each partner selected. The last status that was transmitted for each pager message is displayed.
You can see an overview of all the short messages sent for each partner in the action log of the notification or order. The system generates an entry with the appropriate status for each address and each message sent. All the short messages sent and the transmission history are displayed in the document flow for the notification and order (View "Object Links").
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SAP AG 1999
Paging - Technology
Notification / order
SAPoffice / SAPconnect
Paging server
Paging provider
R/3 System
External communicationserver
Provider interface
RFC RFC
Event Status confirmationData transmission
The components SAPoffice and SAPconnect are required by the paging service. For more information, see the documentation under BC - Basis Components / Communication Interfaces.
SAP offers a complete installation routine based on Install Shield. This installs the required server programs on the communications server (Windows 95, NT). Necessary enhancements to the ini-files should be discussed with certified partners.
© SAP AG PLM335 4-52
SAP AG 1999
List the options for completion confirmations
Name the settings for completion confirmations
At the conclusion of this topic, you will be able to:
Completion Confirmations
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SAP AG 2003
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.
© SAP AG PLM335 4-54
SAP AG 1999
Partial/final confirmation
Clear reservations
Proposed date and services
Type of date check
Goods movements: Only backflushing
Logs
Control Parameters for Completion Confirmations
The confirmation parameters are defined for each plant and order type and can be changed temporarily when the completion confirmations are entered.
The indicator for the actual costs log defines whether a log should be generated for the actual costs determined.
If the indicator for logs of goods movements is set and the system identifies errors in the goods movements when the completion confirmation is saved, the system issues an error log before saving. You can correct the errors there, if necessary.
Default values can be defined for the final completion indicator and clearing of outstanding reservations. You can also specify whether the system should propose execution dates and the planned service as an actual service.
If the indicator for material movements is set, then the system proposes all the material components on the goods movement screen of the completion confirmation that had been planned. If the indicator is not set, only backflush quantities are proposed.
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SAP AG 2003
Technical completion
Documents that all work has been completed
Fixes location and account assignment data
Reference time set
All associated notifications can be closed
Cancellation of outstanding capacities
Cancellation of outstanding reservations and purchase requisitions
Status "Technically complete"
You can enter the reference time when technically completing the order. The reference time is the date and the time that the notifications and completed orders were stored in the history.
All outstanding planning data is canceled when you perform a technical completion: Capacity requirements which have not been completely confirmed Material reservations for which a withdrawal posting has not yet been performed Purchase requisitions for which no purchase orders currently exist
You must have assigned a settlement rule to the order before you can technically complete it. The technical completion of an order can be canceled.
© SAP AG PLM335 4-56
SAP AG 1999
Completion Confirmation - Customizing
Control parameters
Screens for overall completion confirmation
Field selection
List entry
Proposed reference time for technical completion
When defining the profiles for the overall completion confirmation, you define which: Fields should be displayed in the header data Order and notification data can be entered in or two columns in the maximum of five screen areas Pushbuttons are available
The field selection can be set for the initial screen of the individual completion confirmation, the entry screen and the confirmation parameters.
In list editing, the selection screen for the operation list and field selection for the list can be set. The current date, entry date, basic start date or end date can be used as the proposed reference time for the technical completion.
© SAP AG PLM335 4-57
SAP AG 1999
List the options for billing service orders
Make the settings for billing
At the conclusion of this topic, you will be able to:
Billing
© SAP AG PLM335 4-58
SAP AG 1999
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.
© SAP AG PLM335 4-59
SAP AG 1999
Service Product in Service Order
Serviceorder
Service product• Description of service• Configuration possible• Billing with fixed price possible
You can assign a service product (service materials) in the service order header to describe the services to be provided for the customer and to bill the services with a fixed price.
You can also enter a configurable material and assign values to the characteristics. For billing with a fixed price, the configuration is copied into the billing request and can control the determination of variant conditions.
If the order has the "flat-rate" billing form, the customer is billed for the sales price of this service product.
Variant conditions can also be determined for configurable materials based on the characteristic values entered.
If the order has the “Costs" billing form, the service product appears as a statistical item in the billing request and billing document.
If a general task list is assigned to the service product in table T399A, the operations and components of the general task list are transferred to the service order when the service product is entered. You can also work with configurable general task lists.
© SAP AG PLM335 4-60
SAP AG 2003
Dynamic Item Processor
Source data Dynamic items
Billingrequest/
quotation
Flexible tool for creation of dynamic items
Use:Resource-Related Billing
Flat-rate billing document with list of actual expenses
Resource-related creation of quotations
Flat-rate quotation with list of planned expenses
Control using Dynamic Item Processor profile (DIP profile)
The dynamic item processor (DI processor) is a tool used by the system to summarize data on dynamic items during resource-related quotation creation and billing (for example, line items that arise through the posting of goods movements, completion confirmations or surcharges). The Dynamic Item Processor profile (DIP profile) controls how the system summarizes data on dynamic items. You can use the DIP profile for creating quotations and billing (both resource-related and flat-rate).
The assignment to the DIP profile is performed in the service order header or sales document item. You can enter the default profiles in the Customizing for service order types or sales document item categories.
The following customer exits are available: AD010001 (Change object list and its hierarchy) AD010002 (Limit selection and/or filter data determined) AD010003 (Create user-defined DI characteristics) AD010005 (Create user-defined sources) AD010007 Change DI Processing Information V46H0001 (Complete item fields and generate additional item partners)
SAP R/3 Enterprise includes the following new transactions: Collective processing: DP96 (for sales orders), DP97 (for service orders) Document flow evaluations: DP99A, DP99B, DP99C (for the order), DP98 (for the billing request)
For more information on the dynamic item processor, see SAP Note 301117.
© SAP AG PLM335 4-61
SAP AG 2003
DIP Profile
Material determination
Selection criteriaSelection criteria
Usage
Sources
Selection criteria
Characteristics
ProfileProfile
Quotations or billingSales document types, warranty check, error in material determination
Which fields are relevant?Summarization based on characteristicsPresentation on overview screenHow are dynamic items determined?
For which characteristic values areitems created?
How are material numbers determined?Copy quantity/costs
For which characteristic values arewhich material numbers found?
You can use the DIP profile for the purpose of creating quotations and billing. The types of sales document (for quotation, billing request and credit memo request) to be generated are defined per usage. You can also define whether the system should perform a warranty check during billing. The indicator DI with Material defines how dynamic items without material are processed: If the indicator is not set (presetting), an error message appears during the processing of a dynamic item that cannot be assigned to a material. If the indicator is set, then only those dynamic items that can be assigned to a material are processed. All other specifications are made per usage.
Characteristics relevant to the determination of dynamic items are defined for each usage. The following indicators are available for each characteristic: Characteristic-relevant: If you set the indicator, the characteristic is read by the source specified in the profile and used for creating the dynamic items. All source documents for which the values of the relevant characteristics are identical are consolidated into one dynamic item. Material determination: If you set the indicator, the characteristic is relevant for the material determination, that is, it is available for determining the criteria for the material determination. No consolidation: Controls the second step of the consolidation for dynamic items, that is, of dynamic items to items of the billing request. If you do not set the indicator, the system consolidates all the dynamic items for which the same material was found into one item in the billing request, even if, for example, the activity type assigned is different for both materials. If you set the indicator (for example, for the "activity type" characteristic), the system does not consolidate the dynamic items for which the same material was determined into one item for the billing, if the activity types are different. Structuring: Specifies whether the field is relevant for the structuring, that is, whether it is used in the overview screen of the quotation creation or billing for the structuring for the dynamic items. If you set the indicator, you can use a set to specify additional structuring information in the DIP profile. The structuring settings can be changed in the overview screen of the quotation creation or billing. You can specify the desired sequence of the structuring for the characteristics that should be used for the structuring. Specify the data sets for the sorting. You can define your own characteristics and enter values for these using the enhancement AD010003.
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DIP Profile II
Material determination
Selection criteriaSelection criteria
Usage
Sources
Selection criteria
Characteristics
ProfileProfile
Quotations or billingSales document types, warranty check, error in material determination
Which fields are relevant?Summarization based on characteristicsPresentation on overview screenHow are dynamic items determined?
For which characteristic values areitems created?
How are material numbers determined?Copy quantity/costs
For which characteristic values arewhich material numbers found?
The sources define which data is used to determine dynamic items (for example, actual costs of line items or totals records, planned costs and so on). You can define your own sources using the customer exit AD010005.
Selection criteria for sources: In this step you can use a set to specify criteria for the selected characteristics. These criteria determine what data should be read from the sources. If, for example, you only want to use data with the activity type "Activ.1" and "Activ.2" for the creation of dynamic items, you must enter a set containing these two activity types for the "activity type" characteristic. You can also use cost type groups, activity type groups, or cost center groups instead of sets for the selection for the characteristics of cost type, activity type, and cost senter.
In the material determination, you can define which service materials are determined from characteristic values for billing request items. The following indicators are available: Copy quantity/cost: This lets you control how the quantities and costs determined from the source are transferred to the items in the sales documents (only costs, costs and quantity, only quantity, only if costs or quantity are not equal to 0). Material direct: controls whether the material from the source should be assigned to the dynamic items. Single: Use this to switch on or off the consolidation before generating the sales document, for example, the billing request. If the indicator is set, several dynamic items with this material number are not consolidated to one item of the billing request. Quantity conversion: Determines whether the quantity in the dynamic item is converted to the sales unit or the base unit of measure of the material.
Selection criteria for the material determination: Here you define the characteristics for which the material should be determined. You can make the specification in the form of sets or individual values.
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Accounting indicators
Differentiation of costs and revenues for service orders
Also possible within an order
Assignment in order header or completion confirmation document
Individual control of:Billing
Price determination
Order settlement (CO-PA)
The accounting indicator is a criterion, with which you can differentiate between costs and revenues in service processing. Costs due and revenues earned can therefore be identified, for example, according to warranty or goodwill.
You can enter accounting indicators in the order header or when confirming time and material. If you want to bill a customer partially for a dynamic item or not at all, you can determine a discount based on the accounting indicator. However, you must have previously defined a condition type in the pricing procedure for price determination, in whose access sequence the accounting indicator is located. The dynamic item appears together with the accounting indicator on the billing request.
An assignment to accounting indicators is only possible for order processing if the order is settled to a profitability segment. For this, the Profitability Analysis (CO-PA) component must be active. The accounting indicator influences the determination of value fields for the profitability segment in profitability analysis.
You can change the accounting indicator on the overview screen for dynamic items. The change only applies to the overview screen and billing request. It has no effect on the individual document in Controlling. You can also rebook accounting indicators. You post another accounting indicator for an individual CO document, which the system has created, for example, for a completion confirmation.
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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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Sales Documents - Settings
Billing requestSales document type
Item categories with assignment
Price determination
Billing documentBilling type
Message determination
The sales document type for the billing request is entered in the DIP profile. The billing type for the billing document is defined in the Customizing for the sales document type.
Item categories are determined using the sales document type, item category group from the material master and usage. The usage SEIN stands for dynamic items relevant for billing, usage SENI for dynamic items not relevant for billing. For the "flat-rate" billing form in the service order, the item with the service product has the usage SEIN, the expense items have the usage SENI. For the "Costs" billing form, the item with the service product (where available) has the usage SENI, the expense items have the usage SEIN.
A pricing procedure for the price determination is determined from the sales area, document pricing procedure of the sales document type, and customer pricing procedure from the customer master. These contain the permitted condition types.
The features of the billing document are controlled using the billing type. The settings for printing billing documents are made in the message determination.
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List the options for settling and completing service orders
Make the settings for settlement and completion
At the conclusion of this topic, you will be able to:
Settlement and Completion
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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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Order Settlement - Settings
Order type Settlement profile• Settlement - yes / no
• Allowed recipients
• Account assignment proposal
• Control of distribution rules
Assignment to
Allocation structure"What is settled and how?"
PA transfer structureAssignment of CO-PA - value fields
Source structureSettlement to different receivers
Source structureSettlement to different receivers
Settlement rule• Time of creation
• Distribution ruleSub-order
Each order type is assigned to a settlement profile. The settlement profile contains the relevant information for controlling order settlement. Here you define whether a settlement should be made at all, which are the allowed settlement receiver categories, and which of those should be proposed when the settlement rule is created. You also define here whether distribution rules are created with absolute amounts, percentage rates or equivalence numbers.
An allocation structure is assigned in the settlement profile. The allocation structure controls which source cost elements are settled according to cost elements and which with a settlement cost element. The PA transfer structure is a rule for assigning costs and revenues to the quantity and value fields in profitability analysis (CO-PA). The source structure is used to settle the costs arising on an order by cost element (group) to different receivers.
The time for maintaining the settlement rule is defined for each order type: Automatic determination when the order is released (if possible) Mandatory for order release Mandatory for technical completion
Sub-orders can receive the same settlement rule as the superior or main order. They can also be settled to the superior or main order.
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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, control, execute, document and settle service tasks.
An order consists of order header, operations, components and utilities.
Times, activities, material withdrawals, goods receipts and invoices are confirmed on an order.
The order can be charged to the customer as resource-related or with a fixed price.
An order can bear costs and revenues that are settled to the settlement receiver.
Field Service Planning: Unit Summary
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Field Service Planning: Exercises
Unit: Field Service Planning Topic: Order Processing
At the end of these exercises, you will be able to:
• Create a service notification with a service order
• Put orders in process and print them
• Confirm work times and material withdrawals
• Perform resource-related billing for a service order
A customer calls and reports a problem. A technician needs to be dispatched to the customer to solve the problem. The technician needs materials to perform the work. The customer is billed for the work.
1-1 Creating a service notification with a service order
Create a service notification (notification type: Problem notification).
Which notification number is assigned by the system?
Your customer informs you that their network server has broken. 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.
Choose a suitable damage to describe the customer problem.
From the notification, create a service order for deployment of the technician.
Confirm the entry for the service order:
Order type: SM02
Planning plant: 1200
Business area: 8000
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Main work center: PC-SERVS / Plant 1200
In the first operation of the service order, enter a planned work time of 4 hours.
Set the order to in process.
Print the shop papers without dialog box.
What order number is assigned?
1-2 Confirming the service order
Enter the confirmation for technician deployment
Use the function Overall completion confirmation.
Choose Extras → Settings, select the profile CS0001, and save the settings.
Enter the order number and use Enter to confirm.
For the first operation, enter an actual time of 3 hours.
Enter a time traveled of one hour for the technician. To do this, enter operation number 10 in the second line, and Enter to confirm. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours).
Enter a goods issue for the material withdrawal R-1120, quantity 1 from plant 1200, storage location 0001.
Enter a damage code for the service notification item.
Technically complete the order and save the confirmation data.
1-3 Resource-Related Billing
Create a billing request for your service order. What number does the billing request have?
Delete the billing block.
Create a billing document directly from the billing request.
Save the billing document. What number does the billing document have?
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Unit: Field Service Planning Topic: Order Types
At the end of these exercises, you will be able to:
• Create a new order type
To cover your own requirements, you must define an individual order type.
1-1 Creating an order type
1-1-1 Creating an order type
Create a new order type. Copy the entries for order type SM02 and make any changes required.
Use Z## as the ID for the order type.
You want to enter the serial number, material number and device data as reference objects for the new order type.
1-1-2 Settings for service
Mark this order type as a service order type.
The manual credit limit check should be possible (credit group 01).
The proposed DIP profile is 00000001.
1-1-3 Number range
Assign the order type to number range group Services to third parties.
1-1-4 Assigning an order type - plant
Make the order type permissible in plant 1200.
1-1-5 Default values
Copy the default values for task list data and profile assignments from the entry for plant 1200 / order type SM02 and make the following changes:
H should be proposed as the unit of measure for external operations.
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Each task list should only be included once in an order. To include operations from the same task list more than once, you should sort the operations.
1-1-6 Settlement rule
The settlement rule should only be created when the order is technically completed.
For sub-orders, the superior order should be the settlement receiver.
1-1-7 Reference time
The proposed reference time for the technical completion should be the basic end date.
1-1-8 Notification and order integration
Enter the notification type S2 for your order type, so that a notification with this notification type can be created during the overall completion confirmation. In addition, long texts should be copied from the notification to the order.
1-1-9 Maintenance activity types
The maintenance activity types Service and Warranty case should be allowed for your order type. The maintenance activity Service should be proposed.
1-1-10 Costing data
Assign the costing variant SM01 to your order type to determine planned and actual costs.
1-1-11 Other parameters
The increments for operation numbering should be 10. Your order type should also have the following attributes:
• Header status changes should be recorded for each document.
• Collective purchase requisitions are generated from an order.
• Reservations and purchase requisitions are effective or generated when the order is saved.
• Change documents are written.
• The purchase order price cannot be changed in purchase requisitions.
1-1-12 Goods movements
All goods movements for your order type should be documented (except goods receipt for refurbishment).
1-1-13 Availability check
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The same checking control should apply to the availability check as for plant 1200 / order type SM02 (for order created and released).
1-1-14 Priorities
Your order type should be assigned to priority type SM.
1-1-15 Partner determination procedure
Assign your partner determination procedure ## to your order type.
The partner function for the customer should be AG, for the responsible employee in the order header and paging partner X*/Z*. Capacity requirement records should be generated for the partner function RP.
1-1-16 Scheduling
Copy the scheduling parameters for plant 1200 / order type SM02 to your order type.
1-1-17 Completion confirmations
Copy the control parameters for completion confirmations for plant 1200 / order type SM02 to your order type. Do not make any changes.
1-1-18 Control key
Create a new control key Z## by copying control key SM01. When scheduling, do not consider operations with the new control key. These operations should not create capacity requirements.
The control key SM01 should be the default control key for your order type.
1-1-19 Create Order
Test your order type by creating an order of this order type.
Enter serial number 1 and material T-FSN##.
Enter your work center TECH## as the main work center.
Enter tomorrow at 8 a.m. as the basic start and tomorrow at 5 p.m. as the basic end.
Enter your work center TECH## as the performing work center for the first operation.
Enter a planned working time of 8 hours for the first operation.
Save the order.
Your order number:
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Unit: Field Service Planning Topic: Scheduling and Capacity Planning
At the end of these exercises, you will be able to:
• Make the settings for scheduling
• Use the scheduling functions
• Display capacity evaluations
The dates for orders are planned. The number of employees available is considered.
1-1 Setting Scheduling Parameters
Maintain the scheduling parameters for your order type.
The basic dates should not be adapted; the dependent requirements should be placed on the basic start date.
The scheduling log should be displayed automatically.
1-2 Capacity Planning and Availability Check
Maintain the settings for the availability check for your order type.
A capacity/availability check should take place when you release the order.
If capacity is not available, the order release should be prevented.
1-3 Schedule Order
Create an additional internal processing operation with a planned work time of 4 hours for the work center TECH## for your order from the previous exercise.
Schedule the order and display the operation dates determined.
Release the order and save it.
1-4 Create Order
Create a new order with your order type, sold-to-party T-CSD## and main work center TECH##.
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Enter tomorrow at 8 a.m. as the basic start and two days from now at 5 p.m. as the basic end.
Enter a planned working time of 8 hours for the first operation.
Try to release the order.
Call up the capacity scheduling. Confirm and copy the proposed date.
Save the order.
Your order number:
1-5 Graphical Leveling
In capacity planning, call up the graphical leveling for your work center TECH## in plant 1200. Schedule the operations of your orders and save the planning result.
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Unit: Field Service Planning Topic: External Services
At the end of these exercises, you will be able to:
• Order external services from the order
External companies should execute certain work.
1-1 Planning External Services
Change your first service order.
Add an external operation with control key SM02 and text Cleaning.
Quantity: 1 PU (Activity unit)
Price: 500 EUR
Vendor: 1000
Add an externally processed operation with control key SM03 and text Services.
Enter the services Cabling of networks (service number 100133) and USV installation (service number 100137) with one LE and a price of 1000 EUR.
Save the order.
Change the order again.
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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Unit: Field Service Planning Topic: Material Planning
At the end of these exercises, you will be able to:
• Plan components in the order
Materials are required to execute the work. Some of these can be withdrawn from the warehouse; the rest must be taken directly from the vendor.
1-1 Planning Material
Change your first order.
Add the following components from the structure list to the first operation:
• Cable with shock-proof plug.
• Hard drive
In addition, add the following non-stock item:
• Material R-1133, quantity 1, item category N
Check the availability of the first material.
Go back to the operation overview and call up the availability check for all stock materials.
Are all stock materials available?
Save the order.
Change the order again.
Display the material availability list.
Define the following data:
Reservation number of the first component:
Purchase requisition number of the third component:
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1-2 Advance Shipment with Customer Consignment
1-2-1 Creating an advance shipment sales order
Change your first order. Call up the component overview.
Create an advance shipment sales order, sales document type KB. Call up the structure list and copy the material number R-1140 to the sales order.
Return to the service order and save.
Which number is assigned to the advance shipment sales order?
1-2-2 Delivering spare parts
Deliver the screen to the customer.
Create a delivery for the sales order. Shipping point: 1200
Use the subsequent functions to create a transport order for the delivery. Enter warehouse number 012 and have the goods issue booked automatically. To do this, enter 2 in the field Copy pick quantity. Save the transport order.
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Unit: Field Service Planning Topic: Printing and Paging
At the end of these exercises, you will be able to:
• Make the print settings
• Make the paging settings
Order papers should be printed. Employees are informed of the orders to be executed by a short message.
1-1 Configuring Print Control
1-1-1 Print proposal for order type
Only the following shop papers should be available for your order type:
Operation control ticket version 1 – with operation selection
Material withdrawal slip version 1 – without operation selection
1-1-2 User-specific print defaults
Create a user-specific print control.
For the shop paper Material withdrawal slip version 1, the output device LOCL should be used and 2 printouts generated.
1-1-3 Print order.
Change your first order.
Print the order papers.
Display the print output on the screen.
1-2 Paging
1-2-1 Creating a standard text
Create a SAPscript standard text with text name PAG## and text ID IMSM.
Enter a text and list the field CAUFVD-KTEXT (order short text) as a variable.
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1-2-2 Assigning a text proposal
Assign this text as a default paging text for your order type.
1-2-3 Sending a paging message
Change your first order.
Enter the system user PLM301-99 as responsible employee. Send a paging message to this employee.
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Unit: Field Service Planning Topic: Completion Confirmation
At the end of these exercises, you will be able to:
• Make the settings for completion confirmations
• Enter Completion Confirmations
After the work has been executed, the resources required are entered.
1-1 Maintaining Control Parameters
Maintain the completion confirmation control parameters for your order type in plant 1200.
The Final confirmation indicator should not be proposed.
The outstanding reservations should not be cleared.
A log should be displayed for goods movements.
1-2 Settings for Overall Completion Confirmation
Create a new profile Z## for the overall completion confirmation.
Choose Customer service for the header data.
Times and material movements should be entered; the services should appear as a pushbutton.
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1-3 Enter Completion Confirmations
Call up the Overall completion confirmation function and assign your profile Z##.
Enter working times and material withdrawals (storage location 0001) for your first service order.
Technically complete the order.
Enter a withdrawal for material R-1140 from the customer consignment stock for your customer T-CSD## with reference to the first service order.
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Unit: Field Service Planning Topic: Billing
At the end of these exercises, you will be able to:
• Make the settings for billing
• Bill service orders
The repairs are charged to the customer. You want to use the accounting indicator to determine a new material for the resource-related billing.
1-1 Settings for Billing
1-1-1 Creating a DIP profile
Create a new DIP profile Z##. Copy the DIP profile 00000001 with all dependent entries.
Perform a warranty check for the billing use.
The Accounting indicator characteristic should be relevant for material determination when using billing.
Structure by the cost type characteristic. Use the cost type group OAS (overall costs) for the structuring.
For the source Actual Costs Line Items, a selection should be made with the cost type group DPP1 (all cost types except overhead rates).
1-1-2 Assigning a DIP profile
Assign this DIP profile to your order type as a default.
1-1-3 Creating an accounting indicator
Create an accounting indicator. Use your group number as ID, Telephone consulting as the description.
1-1-4 Creating a Service Product
Create a service material that should be determined for this accounting indicator.
Material: TEL##
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Industry sector: Mechanical engineering
Material type: Service
Create the views Basic Data 1, Sales: Sales Org. Data 1 and 2.
Plant: 1200
Sales organization: 1000
Distribution channel: 14
Material short text: Telephone consulting
Base unit of measure: H
Division: 08
Outbound delivery plant: 1200
Tax classification: 1
Statistics group: 1
1-1-5 Creating a Sales Price
Create a material price (condition type PR00) for this material.
Sales organization: 1000
Distribution channel: 14
1-1-6 Supplementing a DIP profile
In your DIP profile, maintain the material determination for use billing. Your new material should always be determined once your new accounting indicator has been entered in the completion confirmation. Only the quantities should be copied and converted to the sales unit of the material.
For material number SM-REPHOUR, enter the set NOACCT (no accounting indicator) under criteria for the Accounting indicator characteristic.
1-1-7 Check profile settings.
Check the settings of your DIP profile.
Simulate the material determination with your accounting indicator, the cost type 615000, the cost center 4100, and the activity type 1410.
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1-2 Resource-Related Billing
1-2-1 Changing a DIP profile
Change your first service order. Reverse the technical completion and enter your DIP profile.
1-2-2 Entering a completion confirmation
Enter a telephone consultation time confirmation for the first operation in your service order. As part of this procedure, enter an accounting indicator. Technically complete the order once again.
1-2-3 Creating a billing request and billing document
Call up the transaction Billing Request – Process Individually.
Display the Expenditure view.
Change to the Sales Price View and display the analysis of the price determination for an item.
Create a billing request.
Delete the billing block.
Create a billing document for the billing request.
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Unit: Field Service Planning Topic: Settlement and Completion
At the end of these exercises, you will be able to:
• Settle orders
• Complete orders
The costs and revenues entered are passed on to the settlement receivers.
1-1 Cost and revenue analysis
Display the order from the first exercise in this unit. Choose Costs and display the overview according to value categories.
Display the Report planned/actual.
How high is the result of the order?
1-2 Determining the settlement rule
Display the settlement rule for the order.
Account assignment category:
Settlement receiver:
Display the detail screen for a distribution rule and display the account assignment there.
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1-3 Settling an order
Choose the Order settlement – Individual function.
Enter Controlling area 1000.
Enter your order number. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute.
1-4 Completing an Order
Change the order again. Choose Costs and display the Planned/actual report.
What has changed?
Perform a business completion for the order.
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Field Service Planning: Solutions
Unit: Field Service Planning Topic: Order Processing
1-1 Creating a service notification with a service order
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
Notification number: See Notification
Field name or data type Values
Notification short text Server breakdown
Sold-to party T-CSD##
Equipment T-CSE1##
Priority High
Select damage.
ServOrder
Choose Enter to confirm the information in the dialog window.
Field name or data type Values
Work durtn. 4 hours
Put in process
In the dialog box, choose Continue.
Order number: See system message
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1-2 Confirming the service order
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24)
Extras → Settings
Field name or data type Values
Profile CS0001
Save
Field name or data type Values
Order Your order number
Enter
Field name or data type Values
Act. work 3 hours
Operation (second line) 10
Enter
Actual work (second line) 1 hour
Service type (second line) 1413
Material R-1120
Quantity 1
Plant 1200
Storage location 0001
Select the notification item and choose Causes. Choose a cause code and Select to confirm.
Technical completion
Save
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1-3 Resource-Related Billing
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)
Field name or data type Values
Service order Your order number
Save billing request
The billing request is displayed.
Field name or data type Values
Billing block Delete
Choose the path
Sales document → Billing
Save
Number of billing document: See system message
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Unit: Field Service Planning Topic: Order Types
1-1 Creating an order type
1-1-1 Creating an order type
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Configure Order Types Select the order type SM02 and choose Copy as.
Field name or data type Values
Order type Z##
Screen RefObject O130 (serial number + material number + device ID)
Enter
Save
1-1-2 Settings for service
... Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders
Field name or data type Values
Service Set the indicator for your order type
Credit limit ch. 1
Credit group 01
DIP Profile 00000001
Save
1-1-3 Number range
... Functions and Settings for Order Types → Configure Number Ranges
Maintain groups
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Select your order type, which appears under Not assigned, with a double-click or using Select element.
Select the Third-Party Services group and choose Element/Group.
Save
Continue
1-1-4 Assigning an order type - plant
... Functions and Settings for Order Types → Assign Order Types to Planning Plants
New entries
Field name or data type Values
Plnt 1200
Type Your order type
Save
1-1-5 Default values
... Functions and Settings for Order Types → Default Values for Task List Data and Profile Assignments Select the entry with planning plant 1200 and order type SM02 and choose Copy as.
Field name or data type Values
Order type Your order type
MeasUnit ExternOper. H
Incl. once comp. Select
Oper. sorting Select
Enter
Save
1-1-6 Settlement rule
... Functions and Settings for Order Types → Settlement Rule: Define Time and Creation of Distribution Rule
Field name or data type Values
Settlement rule time (for your order type)
Mandatory for completion
Distrib. rule sub-order Superior order is settlement receiver
Save
1-1-7 Reference time
© SAP AG PLM335 4-95
... Functions and Settings for Order Types → Define Proposed Reference Time for Technical Completion
Field name or data type Values
Ref. time (for your order type) 3
Save
1-1-8 Notification and order integration
... Functions and Settings for Order Types → Define Notification- and Order Integration
Field name or data type Values
NotType (for your order type) S2
Long text Select
Save
1-1-9 Maintenance activity types
... Functions and Settings for Order Types → Maintenance Activity Type → Assign Valid Maintenance Activity Types to Maintenance Order Types
New entries
Field name or data type Values
Type Your order type
MAT 005
010
Save
... Functions and Settings for Order Types → Maintenance Activity Type → Default Values for Maintenance Activity Type for Each Order Type
Field name or data type Values
MAT (for your order type) 005
Save
1-1-10 Costing data
... Functions and Settings for Order Types → Costing Data for Maintenance and Service Orders → Assign Costing Parameters and Results Analysis Keys
Select the entry with plant 1200 and your order type, then choose Details.
Field name or data type Values
Cstg variant planned SM01
© SAP AG PLM335 4-96
Cstg variant actual SM01
Save
1-1-11 Other parameters
... Functions and Settings for Order Types → Define Change Docs, Collective Purc. Req. Indicator, MRP-Relevance
Field name or data type Values
Increment (for your order type) 0010
OrdStChgDc Select
CollReqstn Select
Res/PReq Immediate
Change document Select
Net order price Select
Save
1-1-12 Goods movements
... Functions and Settings for Order Types → Goods Movements for Order → Define Documentation for Goods Movements for Order
Field name or data type Values
PurchOrder (for your order type)
Select
PlGoodsIss Select
UnplGdsIss Select
Save
1-1-13 Availability check
... Functions and Settings for Order Types → Availability Check for Materials, PRTs and Capacities → Define Checking Control
Select the entries for plant 1200 and order type SM02 and choose Copy as.
Field name or data type Values
Order type (x 2) Your order type
Enter
Save
1-1-14 Priorities
© SAP AG PLM335 4-97
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Priorities
Define Priority Type for Orders
Field name or data type Values
PrTyp (for your order type) SM
Save
1-1-15 Partner determination procedure
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Partner → Define Partner Determination Procedure and Partner Function
Assign Partner Determination Procedure to Order
Field name or data type Values
Part. det. proc. (for your order type)
##
Customer SP
Funct. of order X* / Z*
Spl. crtn func. RP
Funct. paging X* / Z*
Save
1-1-16 Scheduling
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Scheduling → Set Scheduling Parameters
Select the entry with plant 1200 and order type SM02 and choose Copy as.
Field name or data type Values
Order type Your order type
Enter
Save
1-1-17 Completion confirmations
Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Define Control Parameters for Completion Confirmations Select the entry with plant 1200 and order type SM02 and choose Copy as.
Field name or data type Values
Order type Your order type
© SAP AG PLM335 4-98
Enter
Save
1-1-18 Control key
... Functions and Settings for Order Types → Control Key → Maintain Control Keys
Select the control key SM01 and choose Copy as.
Field name or data type Values
Control key Z##
Schedule Delete indicator
Det. Cap. Req. Delete indicator
Enter
Save
... Functions and Settings for Order Types → Control Key → Maintain Default Values for Control Keys for Maintenance Order Types Select the entry with plant 1200 and your order type, then choose Details.
Field name or data type Values
Control key SM01
Save
1-1-19 Create Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)
Field name or data type Values
Order type Your order type
Enter
Field name or data type Values
Serial no. 1
Material T-FSN##
© SAP AG PLM335 4-99
Enter
Field name or data type Values
Mn.wk.ctr TECH##
Order start Tomorrow at 8 a.m.
Fin. Date Tomorrow at 5 p.m.
WkCtr/Plnt (first operation) TECH##
Work durtn. 8
Save
Order number: See system message
© SAP AG PLM335 4-100
Unit: Field Service Planning Topic: Scheduling and Capacity Planning
1-1 Setting Scheduling Parameters
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Scheduling → Set Scheduling Parameters
Select your order type and choose Details.
Field name or data type Values
Adjust dates Do not adjust basic dates, secondary requirements to order start
Automatic log Select
Save
1-2 Capacity Planning and Availability Check
... Functions and Settings for Order Types → Availability Check for Materials, PRTs and Capacities → Define Checking Control
Select the entry with your order type and business function 2, then choose Details.
Field name or data type Values
The No avail. check field in the subscreen Capacity availability
Delete indicator
Rel. capacities 3
Save
1-3 Schedule Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your order number
Operations
© SAP AG PLM335 4-101
Field name or data type Values
Operation short text (second line)
Enter a text
Work 4
Schedule
The dates determined are displayed in the operation overview.
Release
Save
1-4 Create Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)
Field name or data type Values
Order type Your order type
Enter
Field name or data type Values
Sold-to party T-CSD##
Mn.wk.ctr TECH##
Order start Tomorrow at 8 a.m.
Fin. Date Tomorrow at 5 p.m.
Work durtn. 8
Release
Cap.Scheduling
Set the indicator Cap.Confirmed.
Copy
Save
Order number: See system message
© SAP AG PLM335 4-102
1-5 Graphical Leveling
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Leveling → Work Center (Graphic) (CM33)
Field name or data type Values
Work center TECH##
Plant 1200
Execute
Select the operations from your orders and then choose Dispatch.
Save
© SAP AG PLM335 4-103
Unit: Field Service Planning Topic: External Services
1-1 Planning External Services
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Operations
Field name or data type Values
Control key SM02
Operation short text Purification
Select the operation and choose External.
Field name or data type Values
Operation quantity 1 PU (Activity unit)
Price 500 EUR
Vendor 1000
Back
Field name or data type Values
Control key SM03
Operation short text Services
Select the operation and choose General.
Field name or data type Values
Service number 100133
100137
Quantity 1 for each
Gross price 1000 EUR each
Save
Operations
Select the two externally processed operations and choose Actual data to display the number of the purchase requisition.
© SAP AG PLM335 4-104
Unit: Field Service Planning Topic: Material Planning
1-1 Planning Material
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Operations
Select the first operation and choose General.
Selection: Structure list
Select the material numbers R-1120 and R-1160 and then Choose.
Field name or data type Values
Component R-1133
Requirement quantity 1
Item category N
Select the first component and choose Check material availability.
Continue
Back
Material availability, overall
Save
Header data
Order → Functions → Availability → Availability list
Back
Components
Select the first component and choose Gen. data to display the reservation number.
Select the third component and choose Purchasing to display the number of the purchase requisition.
© SAP AG PLM335 4-105
1-2 Advance Shipment with Customer Consignment
1-2-1 Creating an advance shipment sales order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Components
Advance shipment
Field name or data type Values
SaTy KB
Structure list
Select component R-1140 and then Choose. The component is copied to the advance shipment sales order.
Back
Save
Header data
Document flow
The sales order number appears in the document flow.
1-2-2 Delivering spare parts
SAP menu path:
Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order (VL01N)
Field name or data type Values
Shipping point 1200
Order Your sales order number
Enter
Subsequent functions → Create transfer order
Yes
Field name or data type Values
Warehouse number 012
Adopt pick. quantity 2
Enter
Save
© SAP AG PLM335 4-106
Unit: Field Service Planning Topic: Printing and Paging
1-1 Configuring Print Control
1-1-1 Print proposal for order type
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Print Control → Define Shop Papers, Forms and Output Programs
Define Shop Papers for Order Type
New entries
Field name or data type Values
Document type Your order type
Shop paper 2010
Selection Select
Next entry
Field name or data type Values
Document type Your order type
Shop paper 2020
Selection Do not select
Save
1-1-2 User-specific print defaults
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Print Control → Define Printer
User-Specific Print Control
New entries
Field name or data type Values
User Your system user
Shop paper 2020
Output device LOCL
No. of copies 2
Save
© SAP AG PLM335 4-107
1-1-3 Print order.
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Enter
Order → Print → Order
Print/fax
System → Own spool requests
Select the spool request and choose Display content.
1-2 Paging
1-2-1 Creating a standard text
Menu path:
Tools →Form printout → SAPscript → Standard Text (SO10)
Field name or data type Values
Text name PAG##
Text name IMSM
Create
Enter a text.
Insert variable:
Edit → Command → Insert command
Field name or data type Values
Symbols &CAUFVD-KTEXT&
Enter
Save
© SAP AG PLM335 4-108
1-2-2 Assigning a text proposal
IMG path:
... Functions and Settings for Order Types → Assign Standard Texts for Short Messages to Order Types
Field name or data type Values
Object (for your order type) TEXT
Text name PAG##
Text name IMSM
Save
1-2-3 Sending a paging message
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Header data
Field name or data type Values
Person responsible PLM301-99
Paging/communication
Continue
Save
© SAP AG PLM335 4-109
Unit: Field Service Planning Topic: Completion Confirmation
1-1 Maintaining Control Parameters
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Define Control Parameters for Completion Confirmations Select the entry with plant 1200 and your order type, then choose Details.
Field name or data type Values
Final confirmation Do not select
Post open reservs. Do not select
Logs/Error Handling – Goods Movement
Select
Save
1-2 Settings for Overall Completion Confirmation
Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Set Screen Templates for Completion Confirmation
New entries
Field name or data type Values
Profile Z##
Header data Customer Service
Screen area 1 Times for order operation
Screen area 2 Goods movements
Active pushbuttons: Services Select
Save
1-3 Enter Completion Confirmations
SAP menu path:
© SAP AG PLM335 4-110
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24)
Extras → Settings
Field name or data type Values
Profile Z##
Save
Field name or data type Values
Order Your order number
Enter
Field name or data type Values
Act. work Enter times
For the first operation, choose Data for operation so that the planned components are proposed. Enter the storage location 0001.
Technical completion
Save
SAP menu path:
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MB11)
Field name or data type Values
Movement type 261
Special stock W
Plant 1200
Enter
Field name or data type Values
Order Your service order number
Customer Your customer T-CSD##
Material R-1140
Quantity 1
Post
© SAP AG PLM335 4-111
Unit: Field Service Planning Topic: Billing
1-1 Settings for Billing
1-1-1 Creating a DIP profile
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis Select the profile 00000001 and choose Copy as.
Field name or data type Values
Profile Z##
Enter
Continue
Select your profile and choose Usage.
Field name or data type Values
Warranty check (for the use “Billing and Results Determination”)
Set indicator
Select Billing and Results analysis, then choose Characteristics.
Set the Material determination indicator for the Accounting indicator characteristic.
Set the Structuring indicator for the Cost Type characteristic.
Field name or data type Values
Set name (for the “cost type” characteristic)
OAS (overall costs)
Choose Sources.
Select Actual Costs – Line Items and choose Selection Criteria.
Field name or data type Values
Cost type – Set name DPP1
Save
© SAP AG PLM335 4-112
1-1-2 Assigning a DIP profile
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders
Field name or data type Values
DIP profile (for your order type)
Z##
Save
1-1-3 Creating an accounting indicator
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Accounting Indicators
New entries
Field name or data type Values
AInd ##
Accounting indicator desc. Telephone consulting
Save
1-1-4 Creating a Service Product
SAP menu path:
Logistics → Materials Management → Material Master → Material → Create (Special) → Service(s) (MMS1)
Field name or data type Values
Material TEL##
Industry sector Mechanical engineering
Enter
Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2 and choose Continue.
Field name or data type Values
Plant 1200
Sales organization 1000
Distribution channel 14
Enter
© SAP AG PLM335 4-113
Field name or data type Values
Material short text Telephone consulting
Base unit of measure H
Division 08
Enter
Field name or data type Values
Outbound delivery plant 1200
Tax classification 1
Enter
Field name or data type Values
Matl statistics grp 1
Save
1-1-5 Creating a Sales Price
SAP menu path:
Logistics → Sales and Distribution → Master Data → Conditions → Selection Using Condition Type → Create (VK11)
Field name or data type Values
Condition type PR00
Enter
Select the key combination Material with release status and choose Continue.
Field name or data type Values
Sales organization 1000
Distribution channel 14
Material TEL##
Amount Enter a rate
Save
1-1-6 Supplementing a DIP profile
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis Select your profile and choose Usage.
© SAP AG PLM335 4-114
Select Billing and results analysis, and then choose Material determination.
New entries
Field name or data type Values
Material/service TEL##
Copy quantity/costs Only copy quantity
Conversion quantity Select
Enter
Select the entry and choose Criteria.
Field name or data type Values
Accounting indicator – value ## (your accounting indicator)
Back
In the material determination, select the material SM-REPHOUR and choose Criteria.
Field name or data type Values
Accounting indicator NOACCT
Save
1-1-7 Check profile settings.
Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Check Profile Settings
Field name or data type Values
DIP Profile Z##
Execute
Material determination
Simulation
Field name or data type Values
Accounting indicator ##
Cost type 615000
Cost center 4100
Activity type 1410
Enter
© SAP AG PLM335 4-115
1-2 Resource-Related Billing
1-2-1 Changing a DIP profile
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Header data
Order → Functions → Complete → Cancel technical completion
Control
Field name or data type Values
Profile Z##
Save
1-2-2 Entering a completion confirmation
SAP menu path:
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24)
Field name or data type Values
Order Your first order number
Operation 10
Enter
Field name or data type Values
Act. work Enter a time
AInd ##
Technical completion
Save
1-2-3 Creating a billing request and billing document
SAP menu path:
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)
Field name or data type Values
Order Your first order number
© SAP AG PLM335 4-116
Expenditure view
Sales price view
Expand All Nodes
Double-click on a line to display the condition detail screen.
Save billing request
Yes
Field name or data type Values
Billing block Delete
Sales document → Billing
Save
© SAP AG PLM335 4-117
Unit: Field Service Planning Topic: Settlement and Completion
1-1 Cost and revenue analysis
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33)
Field name or data type Values
Order Your order number
Costs
Report planned/actual
The result is in the last line of the Total Actual Costs column.
Back
1-2 Determining the settlement rule
Settlement rule
Field name or data type Values
Account assignment category PSG (profitability segment)
Settlement receivers Profitability segment assigned
Details
Profitability segment - Display account assignment
1-3 Settling and Completing an Order
SAP menu path:
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (K088)
Field name or data type Values
Controlling area 1000
Enter
Field name or data type Values
Order Your order number
© SAP AG PLM335 4-118
Settlement period Current month
Test run Delete indicator
Execute
1-4 Completing an Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your first order number
Costs
Report planned/actual
The order has been credited by the settlement, the total is 0.
Back
Order → Functions → Complete → Complete business
© SAP AG PLM335 5-1
SAP AG 1999
Repair process
Settings in Customizing
Contents:
Returns and Repairs Processing
© SAP AG PLM335 5-2
SAP AG 1999
Create and process customer repair orders
Make the Customizing settings for returns and repairs processing.
At the conclusion of this unit, you will be able to:
Returns and Repairs Processing: Unit Objectives
© SAP AG PLM335 5-3
SAP AG 1999
Course Overview Diagram
Returns and Repairs Processing
Returns and Repairs Processing
HelpdeskHelpdesk
Field Service PlanningField Service Planning
Organizational Elements andMaster Data
Organizational Elements andMaster Data
Additional FunctionsAdditional Functions
Course OverviewCourse Overview
© SAP AG PLM335 5-4
SAP AG 2003
Your company also performs in-house repair work.
The customer sends the defective equipment to be repaired.
The devices are repaired and sent back to the customer.
The customer is then billed for the repair work based on the resources required or alternatively, for a fixed price.
Returns and Repairs Processing: Business Scenario
© SAP AG PLM335 5-5
SAP AG 2001
Describe the steps involved in the repair process
List the possible variations for the process
At the conclusion of this topic, you will be able to:
Repair Process: Objectives
© SAP AG PLM335 5-6
SAP AG 2003
Repairs Processing
Customer informsfaulty device
Defective itemsarrive
Confirmation ofRepairs
Technical check
Service notification
Customer repairs order
Goods receipt
Outbound deliveryBilling
ScrapCredit memo
Exchange partService order
In repairs processing, you document the customer's request to repair a defect serviceable item by creating a service notification.
The system creates a customer repairs order from the notification. You can also create the customer repairs order directly.
Once the serviceable item has been delivered, the goods receipt is posted to a customer special stock for the repair order.
The serviceable item undergoes a technical check as soon as the goods receipt has been posted. During this process, the technician decides which operations are necessary in order to fulfill the requirements of the customer. The results of the technical check are entered in the repair order.
If the technical check tells you that the item is not worth repairing, the material can be scrapped, and a credit memo and/or exchange parts can be delivered to the customer.
OSS note number 153869 describes how to create a quotation for repair work after a technical check. If the item is worth repairing, the system generates a service order describing the technical execution of the repairs.
Once the item has been repaired, you can deliver the item back to the customer. The cost of the repair or a previously agreed fixed price is then billed to the customer.
© SAP AG PLM335 5-7
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 PLM335 5-8
SAP AG 1999
Supported Scenarios
With / without
Service notification
Service product / service materialDescription of service
Pricing
Serial numbersStock tracking for single units
Loan equipment processingShipment and pickup of loan equipment
Inspection lotFurther process flow depending on usage decision
You can combine different functions during repairs processing to define a concrete process suitable for your company.
You can create a customer repairs orders directly from a service notification. The system uses the notification number as the RMA (Return Material Authorization) number and copies it as an external purchase order number to the customer repairs order.
A service product is used to describe the work to be performed and used for pricing purposes when a fixed price is being calculated.
You can use serial numbers to identify the serviceable items uniquely in repairs processing. Depending on the settings in the material master of the serviceable item, it is possible that goods movements for the customer repairs order can only take place if you specify the serial number(s).
Loan equipment processing where the loan equipment is shipped and picked up can be triggered from repairs processing. This is necessary if the customer requires a replacement device while their own equipment is being repaired.
You can use inspection lots in Quality Management (QM) in the technical check. The system automatically generates an inspection lot for the technical check for a returns goods receipt if you have made the corresponding settings in the material master of the serviceable item. The subsequent repairs process flow depends on the usage decision you have entered for this inspection lot.
© SAP AG PLM335 5-9
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
Customer repairs order
Transfer of service product
When you create a customer repairs order, the terms serviceable item and service product both play an important role. Depending on the settings for the sales document type, you either enter only the material number of the serviceable item in the item (sales document type RA) or two material numbers per item: The serviceable item and the service product (sales document type RAS).
The serviceable item is the category of the device(s) to be repaired (for example, notebook 486). The service product represents the service material that describes the service for the customer. Examples of service products could be "Repair PC for fixed price" or "Upgrade".
You can use the service product to determine a fixed price for the work. Alternatively, you can determine a task list using the service product from which the system copies the operations and components of the automatically generated service order. If you are not working with a service product, you can determine a task list using the serviceable item.
The system uses the corresponding condition records in material determination to link the service products with the relevant serviceable items.
If you also use the functions for lending serviceable items, you can use material determination to determine possible material numbers for the items that can be sent as loan equipment.
© SAP AG PLM335 5-10
SAP AG 1999
Status in Repair Order
Repairregistration
Repair order
Service notification
Service order
Repair start
Technical check
Business decision
Completionconfirmation Outbound delivery
Billing
Under repairBusiness decision
Usage decisionBusiness decision
to be made
Repaired
Goods receipt
Inspection lot Inspection lotassigned
The status in the repair order specifies the progress of repairs processing. The status controls which activities can be executed at a particular stage of repairs processing. For example, you can only return serviceable materials to the customer if the repair request item has the status "Repaired" (controlled by copying requirements).
Depending on the stage of repairs processing, the following statuses can be assigned to the repair request item: Business decision to be made, business decision made, inspection lot assigned, usage decision made, under repair, repaired.
The repair request item retains the "business decision to be made" status until the necessary operation has been created for 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 for a particular stage in repairs processing.
You can create lists for all the repair orders that have a particular status.
© SAP AG PLM335 5-11
SAP AG 1999
Make the Customizing settings for returns and repairs processing
At the conclusion of this topic, you will be able to:
Settings in Customizing: Topic Objectives
© SAP AG PLM335 5-12
SAP AG 2001
Sales Document Type - Details
Identification:F: Repair order without service product
G: Repair order with service product
Incompleteness procedure
Document pricing procedure for price determination
Billing type assignment
There are two sales document types for repairs processing in the standard setting: RA - repair order
Repair process, for which the service product is defined later, or not at all. Example: The service to be performed is only determined after a technical check.
RAS - repair service with service product The service product is the principal material in the sales document item. Example: The customer requests a defined service.
The identfication is used to define whether the sales document type should be used with or without a service product.
The incompleteness procedure defines which data must be entered so that the document is complete (standard system: procedure 42).
The document pricing procedure is used together with the sales area and customer pricing procedure from the customer master to determine a pricing procedure for the price determination.
The billing type used as a default for billing customer repair orders (standard billing type FR) is also assigned.
© SAP AG PLM335 5-13
SAP AG 2001
Item Category - Details
Relevance for billing
Incompleteness procedure
Assignment to repair procedure
Default billing form
Default DIP profile
Assignment of schedule line category and requirements type
Item categories control the features of the sales document items. The relevance for billing controls whether you can copy the item into a billing document. It also determines what (that is, what quantity) should form the basis in the billing document.
The incompleteness procedure defines which data must be entered so that the item is complete (standard system: procedure 25 or 26).
The repair procedure assigned controls the process flow and the options for repairs processing. The billing form defines whether billing should be resource-related or flat-rate. The DIP profile controls resource-related billing. The schedule line categories assigned control the movement types for the goods movements (returns delivery).
The requirements type belongs to a requirements class. This defines, amongst other things, the service order type.
© SAP AG PLM335 5-14
SAP AG 2001
Repair Procedure
Procedure Description
Time Description Operatn Description RepInd Man. Default
101101102102102102102103103103103
Repair registn.Repair registn.Repair startRepair startRepair startRepair startRepair startComp. Conf.Comp. Conf.Comp. Conf.Comp. Conf.
101104102103106107108103105107108
ReturnsSend s.itemRepairO/bd deliveryExch. partScrapCredit memoO/bd deliveryPickup s. itemScrapCredit memo
0102
03
04
03
Repair w/o serviceable itemRepair with serviceable item/exchangeScrap with exchange
000100020003
The repair procedure contains rules, according to which lower-level items are created in the repair order. The procedure itself is divided into stages and operations. Stages represent the individual steps within repairs processing such as repair registration, repair start and completion confirmation.
Operations are the activities required to fulfill the repair request from the customer. Operations of this type (= lower-level items generated) can be returns, sending a temporary replacement, repairs, scrap, exchange parts and so on.
Stages and operations can be freely combined. The attributes are also defined for each combination from the stage and operation:
An operation which the system proposes automatically if repairs processing starts at a certain time ("Default" indicator).
An operation that is generated automatically based on the repair indicator, which confirms the usage decisions or service orders to the repair order.
An operation that requires manual processing.
© SAP AG PLM335 5-15
SAP AG 2003
R
Item category groupItem category group
SaTySaTy
Item category of higher-level itemItem category of higher-level item
Item categoriesItem categories
UsageUsage
Item Category Assignment
System defaultAlternatives
Material master (sales org. 2)
Sales document
Program
Item categories are assigned to the sales document type. The item categories for the main items are proposed from the sales document type and item category group from the material master (serviceable material for RA, service product for RAS).
Item category IRRA is the principal item category for the sales document type RA. Item category IRRS is the principal item category for the sales document type RAS. The item categories for the lower-level items are determined according to the sales document type, material item category group, item category for the lower-level item, and usage.
The usage results from the operation for the repair procedure (plus a leading "R"). For example, 101 (returns) is the operation with item category usage R101.
The repair procedure, which controls the process, is derived from the item category for the main item.
© SAP AG PLM335 5-16
SAP AG 2001
Billing in Repair Order
SaTy Item cat. group ItCatD ItCatM
RAS NORM IRRS IRPA
IRRSRepair expense
Service management
Repair procedure 0001
Resource-related billing control
Billing form 02
IRPARepair - flat-rate
service
Service management
Repair procedure 0001
Resource-related billing control
Billing form 0101 Flat rate02 Expenses
F4
In repairs processing, you can either bill the customer for a fixed amount or for the costs that arose during the repairs (resource-related billing).
The billing form is assigned to the repair request item, but can be changed in the order. When a service order is completed, the service technician records information about the costs incurred. If resource-related billing is chosen, the system creates separate dynamic items. The debit memo request items in the customer repair order are created based on these dynamic items.
The billing form is used to control item category determination for these items (usage SEIN or SENI). When you bill a fixed amount, the price determination can be performed using the service product or serviceable material.
Note: In the standard system, the pricing procedure PREP01 has been defined for pricing in the repairs order. It contains the condition type PRRP. You can use this condition type to define fixed prices for service products and/or serviceable materials.
© SAP AG PLM335 5-17
SAP AG 1999
Returns and Repairs Processing: Unit Summary
The customer repair order is a special form of sales order.
It is the principal document for returns and repairs processing.
Processing is controlled using the sales document type, item category and repair procedure.
© SAP AG PLM335 5-18
Returns and Repairs Processing: Exercises
Unit: Returns and Repairs Processing Topic: Settings in Customizing
At the end of these exercises, you will be able to:
• Make the Customizing settings for returns and repairs processing
1.
Customer equipment is repaired at your company. The shipment of temporary replacements is not supported.
1-1 Creating a Sales Document Type, Repair Procedure and Item Category
1-1-1 Creating a sales document type
Create a new sales document type ZR##. Copy the sales document type RAS and include the new sales document type in copy control.
1-1-2 Creating a repair procedure
Create a new repair procedure ZR##. The following operations should be possible in this procedure:
Repair registration: Returns (proposal)
Repair start: Repair (no proposal)
Outbound delivery (no proposal)
Scrap (manually for confirmation scrapped)
Credit memo (no proposal)
Repair confirmation: Outbound delivery (proposal for confirmation repaired/to be delivered)
1-1-3 Creating an item category
Copy the item category IRPA and create a new item category ZR##.
Assign your repair procedure to the item category.
Include the new item category in copy control.
© SAP AG PLM335 5-19
1-1-4 Assigning item categories
Your item category should be proposed for your sales document type if a material of item category group LEIS is entered.
It should be possible to change the item category IRRS manually.
Copy the entries with sales document type ZR##, item category group NORM, superior item category IRPA, and the following uses:
• Return for Repairs (R101)
• Repair Delivery (R103)
• Repair Scrapping (R107)
• Repair Credit Memo (R108)
Change the item category for the superior item to ZR## in each case.
Copy the entry with sales document type ZR##, item category group LEIS, superior item category IRPA, and use Repair (R102).
Change the item category for the superior item to ZR##.
1-2 Creating a Service Product
Create a material master for repairs processing.
Material number: REP##
Industry sector: Mechanical engineering
Material type: Service
Views: Basic Data 1, Sales: Sales Org. Data 1 and 2.
Organizational levels: Plant 1200, sales organization 1000, distribution channel 14
Description: Repair
Base unit of measure: H
Division: 08
Outbound delivery plant: 1200
Tax classification: 1
Statistics group: 1
© SAP AG PLM335 5-20
1-3 Maintaining the Service Products Table
Make an entry in the service product table.
Plant: 1200
Service product: REP##
Work center: PC-REP
Plant: 1200
Business area: 8000
1-4 Creating a Sales Price
Create a material price (condition type PR00) for this material.
1-5 Performing Repairs Processing
1-5-1 Creating a customer repair order
Create a customer repair order.
Sales document type: ZR##
Sales organization: 1000
Distribution channel: 14
Division: 00
Sold-to party: T-CSD##
Purchase order number: RA-##
Material: REP##
Order quantity: 1
Serviceable material: R-1140
Serviceable material quantity: 3
Which operation is proposed on the repair detail screen?
Save the customer repair order. Your order number:
© SAP AG PLM335 5-21
1-5-2 Returns delivery
The defective equipment arrives. Change your customer repair order and choose
Sales document → Deliver
Create a returns delivery with shipping point 1200 and delivery type LR (field Predefine delivery type) and for your customer repair order. Post the goods receipt.
Number of returns delivery:
1-5-3 Entering a decision
Change your customer repair order and call up the repair detail screen. What repair status does the item have?
An inspection of the equipment provided the following results:
• Device should be repaired
• Device should be sent back to the customer without being repaired
• Device should be scrapped
• Customer receives a credit memo for the scrapped device
Enter this decision and save the customer repair order.
Which number is assigned to the service order automatically generated for the repair?
1-5-4 Entering scrap
Enter the scrapping of a device from the stock of the sales order item (item number 10000).
Movement type: 551 E
Plant: 1200
Storage location: 0001
1-5-5 Confirming and technically completing a service order
Enter a completion confirmation of work times for your service order using the Overall completion confirmation function.
Technically complete the service order.
© SAP AG PLM335 5-22
1-5-6 Creating an outbound delivery
The repaired device and the unrepaired device should be sent back to the customer.
Change the customer repair order and create an outbound delivery for it.
Create a transport request using the subsequent functions.
Warehouse number: 012
Adopt picking quantity: 2
Notification number:
1-5-7 Creating a billing document
Create a billing document for your sales order.
Which items appear in the billing document?
Save the billing document.
Number of billing document:
1-5-8 Settling a service order and displaying a result
Settle the order.
Controlling area: 1000
Display the cost report for the customer repair order item.
What is the result?
© SAP AG PLM335 5-23
Returns and Repairs Processing: Solutions
Unit: Returns and Repairs Processing Topic: Settings in Customizing
1-1 Creating a Sales Document Type, Repair Procedure and Item Category
1-1-1 Creating a sales document type
IMG path:
Sales and Distribution → Sales → Sales Documents → Sales Document Header → Define Sales Document Types Select the sales document type RAS and choose Copy as.
Field name or data type Values
SaTy ZR##
Enter
Yes
Save
Continue
1-1-2 Creating a repair procedure
Sales and Distribution → Sales → Sales Documents → Customer Service → Returns and Repairs Processing → Define Repairs Procedure
New entries
Field name or data type Values
Procedure ZR##
Enter
Select the entry and choose Stages/actions.
New entries
Field name or data type Values
Stage/action 101(accept repair) / 101 (return)
102 (start repair) / 102 (repair)
102 / 103 (delivery)
102 / 107 (scrap)
© SAP AG PLM335 5-24
102 / 108 (credit memo)
103 (confirm repair) / 103 (delivery)
Conf. (for 102 / 107) 03
Conf. (for 103 / 103) 04
Manual (for 102 / 107) Select
Default (for 101 / 101 and 103 / 103)
Select
Save
1-1-3 Creating an item category
Sales and Distribution → Sales → Sales Documents → Sales Document Item → Define Item Categories Select the item category IRPA and choose Copy as.
Field name or data type Values
Item category ZR##
Repair Procedure ZR##
Enter
Yes
Save
Continue
1-1-4 Assigning item categories
Sales and Distribution → Sales → Sales Documents → Sales Document Item → Assign Item Categories
Change the entry with sales document type ZR## and material item category group LEIS.
Field name or data type Values
SaTy ZR##
MItCa IRRS
Select the following entries:
ZR## / NORM / R101 / IRPA
ZR## / NORM / R103 / IRPA
ZR## / NORM / R107 / IRPA
© SAP AG PLM335 5-25
ZR## / NORM / R108 / IRPA
Choose Copy as.
© SAP AG PLM335 5-26
Field name or data type Values
ItemCat-HgLvItm change from IRPA to ZR## (four times)
Enter
Back
Select the following entry:
ZR## / LEIS / R102 / IRPA
Choose Copy as.
Field name or data type Values
ItemCat-HgLvItm ZR##
Enter
Save
1-2 Creating a Service Product
SAP menu path:
Logistics → Materials Management → Material Master → Material → Create (Special) → Service(s) (MMS1)
Field name or data type Values
Material REP##
Industry sector Mechanical engineering
Enter
Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2 and choose Continue.
Field name or data type Values
Plant 1200
Sales organization 1000
Distribution channel 14
Enter
Field name or data type Values
Material short text Repair
Base unit of measure H
Division 08
© SAP AG PLM335 5-27
Enter
Field name or data type Values
Outbound delivery plant 1200
Tax classification 1
Enter
Field name or data type Values
Matl statistics grp 1
Save
1-3 Maintaining the Service Products Table
SAP menu path:
Logistics → Customer Service → Service Processing → Environment → Sales and Distribution → Service Products (OISD)
New entries
Field name or data type Values
Plnt 1200
Service product REP##
Work ctr PC-REP
Plant 1200
BusA 8000
Save
1-4 Creating a Sales Price
SAP menu path:
Logistics → Sales and Distribution → Master Data → Conditions → Selection Using Condition Type → Create (VK11)
Field name or data type Values
Condition type PR00
Enter
Select the key combination Material with release status and choose Continue.
Field name or data type Values
Sales organization 1000
Distribution channel 14
Material REP##
© SAP AG PLM335 5-28
Amount Enter a rate
Save
1-5 Performing Repairs Processing
1-5-1 Creating a customer repair order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Customer Repair → Create (VA01)
Field name or data type Values
Order type ZR##
Sales organization 1000
Distribution channel 14
Division 00
Enter
Field name or data type Values
Sold-to party T-CSD##
Purch. order no. RA-##
Material REP##
Order quantity 1
Serviceable material R-1140
Quantity 3
Repair
An operation Returns has been generated.
Back
Save
Number of customer repair order: See system message
1-5-2 Returns delivery
SAP menu path:
© SAP AG PLM335 5-29
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02)
Field name or data type Values
Order Your order number
Enter
Sales document → Deliver
Field name or data type Values
Shipping point 1200
Delivery type LR
Enter
Post goods receipt
1-5-3 Entering a decision
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02)
Field name or data type Values
Order Your order number
Enter
Repair
Status Business decision to be made
Field name or data type Values
Quantity 1
Indicator Repair
Quantity 1
Indicator Outbound delivery
Quantity 1
Indicator Scrap
Quantity 1
Indicator Credit memo
© SAP AG PLM335 5-30
Back
Save
Display document flow
Service documents
1-5-4 Entering scrap
SAP menu path:
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MB11)
Field name or data type Values
Movement type 551
Special stock E
Plant 1200
Storage location 0001
Enter
Field name or data type Values
Sales order Your customer repair order number
Item 10000
Material R-1140
Quantity 1
Post
© SAP AG PLM335 5-31
1-5-5 Confirming and technically completing a service order
SAP menu path:
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24)
Field name or data type Values
Order Your service order number
Enter
Field name or data type Values
Act. work Enter a work time
Technical completion
Save
1-5-6 Creating an outbound delivery
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02)
Field name or data type Values
Order Your order number
Enter
Sales document → Deliver
Subsequent functions → Create transfer order
Save Yes
Field name or data type Values
Warehouse number 012
Adopt pick. quantity 2
Enter
Post
© SAP AG PLM335 5-32
1-5-7 Creating a billing document
SAP menu path:
Logistics → Customer Service → Service Processing → Completion → Billing Document → Create (VF01)
Field name or data type Values
Document Your sales order number
Enter
Save
1-5-8 Settling a service order and displaying a result
SAP menu path:
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (K088)
Field name or data type Values
Controlling area 1000
Order Your service order number
Settlement period Current month
Test run Delete indicator
Execute
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Customer Repair → Display (VA03)
Field name or data type Values
Order Your order number
Enter
Environment → Cost report
The result is in the last line of the Total Actual Costs column.
© SAP AG PLM335 6-1
SAP AG 1999
Additional Functions
Creation of quotations
Service - assembly processing
User status
Workflow
Contents:
© SAP AG PLM335 6-2
SAP AG 1999
List the options for service quotations
Generate service orders from sales orders
List the user status options
Describe the workflow options
At the conclusion of this unit, you will be able to:
Additional Functions: Unit Objectives
© SAP AG PLM335 6-3
SAP AG 1999
Course Overview Diagram
Returns and Repairs Processing
Returns and Repairs Processing
HelpdeskHelpdesk
Field Service PlanningField Service Planning
Organizational Elements andMaster Data
Organizational Elements andMaster Data
Additional FunctionsAdditional Functions
Course OverviewCourse Overview
© SAP AG PLM335 6-4
SAP AG 1999
A quotation should be created for certain work.
Services are also sold with the products.
Particular processing statuses for notifications and orders should be represented.
For notification and order processing, business processes are represented and executed repeatedly.
Additional Functions: Business Scenario
© SAP AG PLM335 6-5
SAP AG 1999
List the options for creating quotations
Generate quotations from service orders
At the conclusion of this topic, you will be able to:
Creation of Quotations: Topic Objectives
© SAP AG PLM335 6-6
SAP AG 2003
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.
© SAP AG PLM335 6-7
SAP AG 1999
Creating a Service Order from a Quotation
• Service
QuotationService
orderCreatequotation
Generate service order Status"Quotation
created"
• Service
Sales order
Create sales order with
reference to quotation
Status change Status"Quotationaccepted"
• Fixed price
Billing document
Create billingdocument with
reference to sales order
Confirm and settle service
order
Cost flow
1
2
3
4
When you create a quotation with a service product, the system automatically generates a service order with the status "QUCR" (quotation created) from the quotation item. This means that you cannot release the service order. The service order is assigned to the quotation.
A prerequisite is that a requirements type, which is assigned to a corresponding requirements class, has been determined in the quotation item. An entry for the material number must also be available in the "Service Products" table.
If no service order should be generated from the quotation, this is controlled using the requirements type and requirements class in the quotation item.
If you create a sales order with reference to the quotation, the status of the service order is automatically changed to "QUAC " (quotation accepted). The account for the service order is assigned to the sales order.
If the quotation is rejected, the service order automatically receives the status "LKD" (locked).
© SAP AG PLM335 6-8
SAP AG 1999
Generate a service order from a sales order item
Make the necessary settings
At the conclusion of this topic, you will be able to:
Service Assembly: Topic Objectives
© SAP AG PLM335 6-9
SAP AG 1999
Service order
Sales order
1. Technical object
2. Installed base AUTOMATICALLYAUTOMATICALLY
Operations from general
task list
Generating a Service Order from a Sales Order
The following prerequisites must be fulfilled so that a service order is generated automatically from the sales order item: The requirements type from the sales order item must be assigned to a corresponding requirements class. You can determine the requirements type using the item category in the sales order item or using the strategy group in the material master.
An entry for the material number entered must also be available in the "Service Products" table. There you define standard values for the service orders to be generated automatically.
With the corresponding setting in the "Service Products" table, you can create an equipment master automatically when the sales order is created. The equipment master is used as a reference object in the service order.
The order operations are copied from a general task list, which has been assigned to the material number in the "Service Products" table.
The service order is assigned and settled to the sales order item.
© SAP AG PLM335 6-10
SAP AG 2003
Sales order
Installed Base
Service Assembly with Configuration
Configuration:
Install server yes
Install printer no
Lay cable yes
Service order
Operations:
Install server
Lay cable
Operations from configurable
general task list
If you work with configurable materials, you can enter the exact scope of the service as a characteristic valuation in the configuration for the sales order.
In this case, you can assign a configurable general task list to the service product. You can use object dependencies, which you assign to the operations in the general task list, to achieve the following: Only those operations, for which the selection condition has been satisfied, are copied into the service order.
The operation data is changed according to the characteristic valuation using an activity or procedure. The operation fields whose content can be changed using the configuration are located in the structure PLPO_CFMOD.
You can influence the component selection through object dependencies that are assigned to a BOM item. The prerequisite is that the material number from the header for the bill of material is entered in the header for the general task list.
© SAP AG PLM335 6-11
SAP AG 1999
Describe the features of system and user statuses
Define and assign a user status profile
At the conclusion of this topic, you will be able to:
Status Management: Topic Objectives
© SAP AG PLM335 6-12
SAP AG 1999
Status Management
Use: To control the sequence of business operations for an object type
System status
Internal system status
Cannot be influenced directly by the user
Set number of predefined statuses
Fixed sequence of status assignment
User status
Freely definable, unlimited number
Can be set directly by the user
Link using status profile
The R/3 System has a basic number of business operations contained in a central table. These operations are valid for, and can be used by all applications. These business operations are maintained by SAP and cannot be changed by users. Business operations are predefined for each SAP object (order, equipment and so on).
Another central table (also predefined by SAP) determines a system status for each operation and defines whether this system status is set or deleted during the operation.
However, you can also define your own status profiles with the user status. For each of these statuses, you can define how the system should respond within the business operations defined by SAP.
In the status profile, you can define: Your own user status The possible sequence for processing the user statuses An initial status Which user status is activated automatically when a business operation is performed Which operations are allowed or prohibited when a certain status is active
© SAP AG PLM335 6-13
SAP AG 2003
Profile forUser status
Status 1 Automatic activationfor operations
Allowed operations
Display instatus lines
Long text
Initial status
Status number
User Status Management
Lowest status number
Highest status number
User statuses can be created for pieces of equipment, functional locations, service notifications and orders, sales documents and sales document items. User statuses can influence whether a business operation can be executed. A user status can be set or deleted when an operation is executed.
User statuses are used in addition to system statuses, not instead of them. A user status profile is created for an object type, for example, equipment, functional location. The status profile is the place where user statuses are maintained. The status number identifies the status, and the high and low status numbers specify the sequence in which the following statuses are allowed: Only one status with status number can be active. However, several statuses without status number may be active at the same time.
A user status can have an initial feature and be set or deleted automatically by a business operation - like the system status.
You can set the status IDs (displayed in the status lines) and also long texts in Customizing.
© SAP AG PLM335 6-14
SAP AG 1999
List the workflow options in service processing
At the conclusion of this topic, you will be able to:
Workflow: Topic Objectives
© SAP AG PLM335 6-15
SAP AG 1999
Workflow Terms
Object type = Description of data used in system
Task = Specific, business description of activitySingle-step task (customer task/standard task) = Activity that can be executed independently or within a workflow definition
Multi-step task (workflow task/workflow template) = Activity, to whose description a workflow definition is referenced
Work item = Object that represents a task or action in the workflow system at runtime
Role = Object used to determine possible agents for a work item
Event = Change of status for an object
You can use the SAP Business Workflow to represent business processes in the R/3 System and execute them (repeatedly), controlled by the workflow system. A workflow management system can control and execute particularly structured processes which: Comprise a series of activities Often recur in the same or similar forms Involve several people or groups of people Require a high level of cooordination
The definition and execution of a workflow can be divided into four main areas. A workflow is executed for a user in the Business Workplace, where work items are displayed which the user can execute. This must be defined in order to execute a workflow. To do this, a workflow definition is created in the Workflow Builder. This contains steps that are executed at runtime. The steps either control the workflow directly or they contain a reference to a task. The task refers to a method for an object type in the Business Object Repository (BOR) and can either be executed automatically at runtime (background task) or by a user (dialog task).
© SAP AG PLM335 6-16
SAP AG 1999
Workflow Process for Service Notification
Notification is created
Triggering event:
Send work item
Inbox:
Responsible person 1
To do:
• Define tasks
• Put notification inprocess
Inbox:
Responsible person 2
Send work item
To do:
• Complete task
Send work item
Inbox:
Responsible person 3
To do:
• Complete notification
or
• Create additionaltasks
In this scenario, the workflow helps you to process, monitor and complete newly created service notifications quickly and efficiently. This process is prepresented in a workflow template that triggers and controls the execution of the following standard tasks: Inform the responsible person that a new service notification has been created or put in process, and that tasks must be defined for the notification.
Inform the responsible person that tasks have been created for the service notification and these must be processed.
Inform the responsible person that all the tasks for the service notification have been performed and the service notification must either be completed or additional tasks defined for the notification.
Technical implementation: Task group TG20000016, business object BUS2080 (notification), standard tasks TS20000549 (process new notification), TS20000548 (notification is processed), TS20000555 (complete notification), workflow template WS20000318, standard role AC00000178 (standard role for service notifications).
© SAP AG PLM335 6-17
SAP AG 2001
Workflow Process for Notification Tasks
Task is created
Triggering event:
Send work item
Inbox:
Person responsible
To do:
• Complete task
or
• Change personresponsible
or
• Set deletion flag
If you create a task in a notification, you can use the workflow to inform the person responsible that the task must be performed.
If no responsible person has been specified, then the system informs all the people who are assigned to the task.
Once the necessary system settings have been made, the SAP Business Workflow automatically sends a work item to the integrated inbox of the person(s) responsible. The work item informs them that a new task has been created in a notification. The people concerned can process the work item directly from their inbox. During processing, the change transaction is called up automatically for the task.
For the agent determination, the system searches for the person responsible for the tasks in the service notification. If no responsible person has been defined for this task, then the system informs all the people who are assigned to this standard task.
The processor is determined by a role resolution. The role 178 SM_TASK_ROLE (standard role for service notification) is defined as a standard role for this task.
Technical implementation: Task group TG20000016, object type QMSM (task), standard task TS00008340 (complete task), workflow template WS00200097.
© SAP AG PLM335 6-18
SAP AG 1999
Informing the Order Creator
Order is created
Triggering event:
Generate work item
Release
Final confirmation
Technical completion
Business completion
Generate work item
Deletework item
Generate work item
Deletework item
Generate work item
Deletework item
Generate work item
Deletework item
Work items:
You use this workflow if you want the creator of the service order to be informed when the order is opened, released, finally confirmed, technically completed or completed for business. The workflow task makes it possible for the author to: See in their inbox the progress of the orders they created Branch to the corresponding orders
When the order creator processes the work item, the change transaction is called up automatically for the order. The work item is finished when the order enters the next processing phase.
Technical implementation: Object type BUS2007 (maintenance/service order), standard tasks TS20000004 (order created), TS20000005 (order released), TS20000006 (order finally confirmed), TS20000007 (order technically completed), TS20000031 (order completed for business), workflow template WS20000031.
© SAP AG PLM335 6-19
SAP AG 2001
Informing the Employee Responsible
Order is created
Triggering event:
Send work item
Inbox:
Planner
To do:
• Release order
or
• Do not execute order
You use this workflow if you want to inform the planner that an order has been created and must be released. Using the workflow, the planner sees a work item in their integrated inbox that can be processed directly from there. When the work item is being processed, the change transaction is called up automatically for the order.
This scenario has been incorporated into the standard system for the Plant Maintenance (PM) application component. You can also use it for the Customer Service (CS) component. To do this, you can copy this scenario and change the check for maintenance orders to a check for service orders.
Technical implementation: Object type BUS2007 (maintenance/service order), standard task TS20000064 (order to be released by planner), workflow template WS20000014.
© SAP AG PLM335 6-20
SAP AG 1999
Informing the Work Centers Involved
Order is released
Triggering event:
Send work item
Inbox:
Employee from operation work center
To do:
• Confirm operation
Inbox:
Responsible person 2
Partial confirmation
Send work item
To do:
• Finally confirm operation
Final confirmation
Send work item
Inbox:
Responsible person 3
To do:
• Exit work itemmanually
Final confirmation
Send work item
You use this workflow if you want to inform the work centers involved with an order when their operations are released, partially confirmed or finally confirmed. Using the workflow, the people, who are assigned to the work centers involved, see a work item in their integrated inbox. They can process the work item directly from their inbox. When the work item is being processed, the display transaction is called up automatically for the order or completion confirmation.
This scenario has been incorporated into the standard system for the Plant Maintenance (PM) application component. You can also use it for the Customer Service (CS) component. To do this, you can copy this scenario and change the check for maintenance orders to a check for service orders.
Technical implementation: Object type AFVC_PM (maintenance/service order operation), standard tasks TS20000015 (operation released), TS20000056 (operation partially confirmed), TS20000016 (operation finally confirmed), workflow template WS20000031.
© SAP AG PLM335 6-21
SAP AG 1999
Purchase Order Change
Order is changed
Triggering event:
Conditions:
• Purchase requisition is changed
• Purchase order for purchaserequisition available
Send work item
Inbox:
Employee -Purchasing
The workflow is used to inform employees in Purchasing about all the changes to order data that lead to purchase requisitions being changed automatically. The purchase orders for the automatically changed purchase requisitions must also then be changed.
The following changes in the order result in changes to the purchase requisitions: The requirements quantity of an external material or external service has been changed The requirements date for an external material or external service has been changed An external material item or external service operation has been deleted An external service operation has been changed in an internally processed operation The order has been technically completed, that is, the external material or external service is no longer required
Purchase orders have already been created The employee informed can check the purchase requisitions and purchase orders in question. He or she can also change the purchase orders manually or create new purchase orders.
Technical implementation: Object types BUS2088 (service order), T024 (purchasing group), standard task TS20000652 (purchase order change for service order), standard role 00900010 (purchasing group).
© SAP AG PLM335 6-22
SAP AG 2003
Service orders can be generated from quotation items.
Resource-related quotations are generated from planning data in a service order.
You can generate service orders from sales order items using the configuration.
User statuses can represent business conditions.
The processes can be supported using workflow.
Additional Functions: Unit Summary
© SAP AG PLM335 6-23
Additional Functions: Exercises
Unit: Additional Functions Topic: Quotation Creation
At the end of these exercises, you will be able to:
• Create a quotation from service orders
1.
A quotation is sent to the customer with the planned resources required.
1-1 Creating quotations
1-1-1 Creating a service order
Create a service order with the order type SM02 for the functional location TCST##-PROD.
Use the order to create a quotation for PC installation. Enter a suitable short text.
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.
Call up the detail screen for the first operation and assign the following stock components to the operation:
Material number R-1120, required quantity 10 pieces, item category L.
Save the service order. What order number is assigned?
© SAP AG PLM335 6-24
1-1-2 Creating a quotation for the service order
Create a quotation for the service order you have just created.
Enter the order number and choose Sales price basis view.
Which net value would appear in the quotation?
Save the quotation.
What number is given to the order?
1-1-3 Accepting a quotation
The customer accepts the quotation.
Change the service order and accept the quotation.
What number does the automatically created billing request have?
© SAP AG PLM335 6-25
Unit: Additional Functions Topic: Service Assembly Processing
At the end of these exercises, you will be able to:
• Create service orders from sales orders
• Make the necessary settings
2.
Products and services are sold to the customer.
1-1 Creating Characteristics
Create two characteristics:
Characteristic: INST##1
Description: Uninterruptible power supply
Data type: Character format
Number of chars: 1
Entry is required
Characteristic values: Y = Yes
N = No
Characteristic: INST##2
Description: Back-up system
Data type: Character format
Entry is required
Number of chars: 1
Characteristic values: Y = Yes
N = No
© SAP AG PLM335 6-26
1-2 Creating a Class
Create a class.
Class: INST##
Class type: 300 (Variants)
Description: Server installation
Assign your two characteristics.
1-3 Creating a Service Material
Create a material master for the service assembly.
Material number INST##
Industry sector Mechanical engineering
Material type: Service
Views: Basic Data 1 and 2, Classification, Sales: Sales Org. Data 1 and 2, Sales: General/ Plant Data, MRP 1 to 3.
Organizational levels: Plant 1200, sales organization 1000, distribution channel 14
Description: Server installation
Base unit of measure: LE
Division: 08
Set the indicator Material is configurable and Enter to confirm.
Class: INST##
Outbound delivery plant: 1200
Tax classification: 1
Availability check: No check (NC)
Purchasing group: 001
MRP characteristic: No MRP
Planned delivery time: 1 day
Strategy group: Service orders (84)
© SAP AG PLM335 6-27
1-4 Creating a Sales Price
Create a material price (condition type PR00) for this material.
1-5 Creating a Configuration Profile
Create a configuration profile for your material.
Profile name: PROF##
Class type: 300
1-6 Creating a General Task List
Create a general task list.
Group: INST##
Profile: SM01
TL group counter 1: Server installation
Plant: 1200
Work center: PC-SERV / 1200
Status: Released (general)
Operations:
Install server 10 h
Install USV: 2 h
Install back-up system: 3 h
Add the following object dependencies (editor):
For the operation Install USV:
Selection condition, syntax:
INST##1 eq ‘Y’
For the operation Install back-up system:
Selection condition, syntax:
INST##2 eq ‘Y’
© SAP AG PLM335 6-28
Save the general task list.
1-7 Creating a Configuration Profile for the General Task List
Create a configuration profile for your general task list.
Profile name: PROF##
Class type: 300
Assign your class INST## to the general task list.
1-8 Maintaining the Service Products Table
Make an entry in the service product table.
Plant: 1200
Service product: INST##
Work center: PC-SERV
Plant: 1200
Business area: 8000
General maintenance task list: INST##
Group counter: 1
Reference object can be entered.
Category of reference object: Equipment
1-9 Creating a Sales Order
Create a sales order to test your settings.
Order type: OR
Sales organization: 1000
Distribution channel: 14
Division: 00
Sold-to party: T-CSD##
Purchase order number: INST##
Material: INST##
Quantity: 1
Enter the characteristic valuation.
© SAP AG PLM335 6-29
Save the order.
Order number:
Display your sales order and the service order generated from it.
Service order number:
Which operations does the service order contain?
1-10 Processing an Order
Put the service order in process.
Enter a completion confirmation.
Settle the order. Controlling area: 1000
Bill the sales order.
Display the sales order and cost report.
© SAP AG PLM335 6-30
Unit: Additional Functions Topic: User Status
At the end of these exercises, you will be able to:
• Create and assign a user status profile
3.
Additional status information is required when your service orders are processed.
1-1 Creating a User Status Profile
Create a user status profile Z##.
Call up the detail screen and allow the status profile for the object type PM/SM order.
There should be the following status indicators with status number:
• New (initial status)
• Technician is informed
• Technician has confirmed completed
• Completed
Enter appropriate values for the highest and lowest status numbers.
There should be the following status indicators without status number:
• Wait for problem notification
• Warranty case (no billing document)
The status Technician is informed should be set automatically when paging. For this status, the technical completion is only allowed with a warning.
The status Technician has confirmed completed should be set automatically when the order is confirmed.
The status Completed should be set when the order is completed.
© SAP AG PLM335 6-31
For the status Wait for problem notification, the release of the order should be prohibited.
For the status Warranty case, the creation of a billing document should be prohibited.
1-2 Assigning a User Status Profile
Assign the status profile to your order type Z##.
1-3 Creating and Processing an Order
Create a service order with your order type. Use serial number 1 and material number T-FSN## as the reference object.
Test the settings for your status profile.
Use the system user PLM301-99 as the recipient for the paging message.
© SAP AG PLM335 6-32
Additional Functions: Solutions
Unit: Additional Functions Topic: Quotation Creation
1-1 Creating quotations
1-1-1 Creating a service order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)
Field name or data type Values
Order type SM02
Functional Location TCST##-PROD
Enter
Field name or data type Values
Order short text PC Installation
Operations
Field name or data type Values
Work (first operation) 10 hours
Second operation:
Short text / Work / Atyp
Travel time / 4 hours / 1413
Select the first operation and choose General.
Field name or data type Values
Component R-1120
Requirement quantity 10 pieces
Item category L
© SAP AG PLM335 6-33
Save
Order number: See system message
1-1-2 Creating a quotation for the service order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation (DP80)
Field name or data type Values
Service order Your order number
Sales price basis view
Net value: See Net value column.
Choose Create quotation and then Yes to confirm.
You see the quotation. Choose Save.
1-1-3 Accepting a quotation
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Service order Your order number
Header data
Choose the path Order → Functions → Accept quotation.
Number of billing request: See system message
© SAP AG PLM335 6-34
Unit: Additional Functions Topic: Service Assembly Processing
1-1 Creating Characteristics
SAP menu path:
Cross-Application Components → Classification System → Master Data → Characteristics (CT04)
Field name or data type Values
Characteristic INST##1
Create
Field name or data type Values
Description Uninterruptible power supply
Data type Character format
Number of chars 1
Entry required Select
Values
Field name or data type Values
Char. value / Description Y / Yes
Char. value / Description N / No
Save
Field name or data type Values
Characteristic INST##2
Create
Field name or data type Values
Description Back-up system
Data type Character format
Number of chars 1
Entry required Select
© SAP AG PLM335 6-35
Values
Field name or data type Values
Char. value / Description Y / Yes
Char. value / Description N / No
Save
1-2 Creating a Class
SAP menu path:
Cross-Application Components → Classification System → Master Data → Classes (CL02)
Field name or data type Values
Class INST##
Class type 300
Create
Field name or data type Values
Description Server installation
Characteristics
Field name or data type Values
Characteristic INST##1
INST##2
Save
1-3 Creating a Service Material
SAP menu path:
Logistics → Materials Management → Material Master → Material → Create (Special) → Service(s) (MMS1)
Field name or data type Values
Material INST##
Industry sector Mechanical engineering
Enter
Select the views Basic Data 1 and 2, Classification, Sales: Sales Org. Data 1 and 2, Sales: Gen./Plant Data, MRP 1-3 and choose Continue.
Field name or data type Values
Plant 1200
Sales organization 1000
© SAP AG PLM335 6-36
Distribution channel 14
Enter
Field name or data type Values
Material short text Server installation
Base unit of measure LE
Division 08
Enter
Field name or data type Values
Material is configurable Select
Enter (x 2)
Field name or data type Values
Class INST##
Next screen
Field name or data type Values
Outbound delivery plant 1200
Tax classification 1
Enter
Enter
Field name or data type Values
Availability check NC
Enter
Field name or data type Values
Purchasing group 001
MRP characteristic NC
Enter
Field name or data type Values
Planned delivery time 1
Enter
Field name or data type Values
Strategy group 84
Save
© SAP AG PLM335 6-37
1-4 Creating a Sales Price
SAP menu path:
Logistics → Sales and Distribution → Master Data → Conditions → Selection Using Condition Type → Create (VK11)
Field name or data type Values
Condition type PR00
Enter
Select the key combination Material with release status and choose Continue.
Field name or data type Values
Sales organization 1000
Distribution channel 14
Material INST##
Amount Enter a rate
Save
1-5 Creating a Configuration Profile
SAP menu path:
Logistics → Central Functions → Variant Configuration → Configuration Profile → Create (CU41)
Choose Material and Continue.
Field name or data type Values
Material INST##
Enter
Field name or data type Values
Profile name PROF##
Class type 300
Save
© SAP AG PLM335 6-38
1-6 Creating a General Task List
SAP menu path:
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → General Maintenance Task Lists → Create (IA05)
Field name or data type Values
Group INST##
Profile SM01
Enter
Field name or data type Values
Short text Server installation
Planning plant 1200
Work center PC-SERV / 1200
Status 4
Operation
Field name or data type Values
Operation description / Work Install server / 10 h
Install USV / 2 h
Install back-up system / 3 h
Select the second operation and choose
Extras → Object dependencies → Editor
Field name or data type Values
Relationship type Selection condition
Continue
Field name or data type Values
Coding line INST##1 eq ‘Y’
Save
Select the third operation and choose
Extras → Object dependencies → Editor
Field name or data type Values
Relationship type Selection condition
© SAP AG PLM335 6-39
Continue
Field name or data type Values
Coding line INST##2 eq ‘Y’
Save
Save
1-7 Creating a Configuration Profile for the General Task List
SAP menu path:
Logistics → Central Functions → Variant Configuration → Configuration Profile → Create (CU41)
Select Configurable Object
Choose General maintenance task list and Continue.
Field name or data type Values
GM task list INST## / 1
Enter
Field name or data type Values
Profile name PROF##
Class type 300
Class assignments
Field name or data type Values
Class INST##
Save
1-8 Maintaining the Service Products Table
SAP menu path:
Logistics → Customer Service → Service Processing → Environment → Sales and Distribution → Service Products (OISD)
New entries
Field name or data type Values
Plnt 1200
Service product INST##
Work ctr PC-REP
Plant 1200
BusA 8000
© SAP AG PLM335 6-40
Gen TL INST##
GC 1
RTyp 01
RObj 02
Save
1-9 Creating a Sales Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Sales Order → Create (VA01)
Field name or data type Values
Order type OR
Sales organization 1000
Distribution channel 14
Division 00
Enter
Field name or data type Values
Sold-to party T-CSD##
Purch. order no. INST##
Material INST##
Order quantity 1
Enter
Continue
Field name or data type Values
Uninterruptible power supply Choose a characteristic value
Back-up system Choose a characteristic value
Back
Save
Number of sales order: See system message
© SAP AG PLM335 6-41
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Sales Order → Display (VA03)
Field name or data type Values
Order Your sales order number
Display document flow
Service documents
Position the cursor on the service order number and choose Display document.
Operations
1-10 Processing an Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32)
Field name or data type Values
Order Your service order number
Enter
Put in process
Continue
SAP menu path:
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24)
Field name or data type Values
Order Your service order number
Enter
Field name or data type Values
Act. work Enter a work time
Technical completion
Save
SAP menu path:
© SAP AG PLM335 6-42
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (K088)
Field name or data type Values
Controlling area 1000
Order Your service order number
Settlement period Current month
Test run Delete indicator
Execute
SAP menu path:
Logistics → Customer Service → Service Processing → Completion → Billing Document → Create (VF01)
Field name or data type Values
Document Your sales order number
Enter
Save
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Sales Order → Display (VA03)
Field name or data type Values
Order Your order number
Enter
Environment → Cost report
The result is in the last line of the Total Actual Costs column.
© SAP AG PLM335 6-43
Unit: Additional Functions Topic: User Status
1-1 Creating a User Status Profile
IMG path:
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → User Status for Orders → Define Status Profile
Define User Status Profile for Orders
New entry
Field name or data type Values
Status profile Z##
Text Enter a text
Maintenance language EN
Enter
Details
Object types
Select the PM/SM order and choose Save.
Details
Field name or data type Values
Status number / Status / Short text / Lowest status no. / Highest status no.
1 / NEW / New / 1 / 2
2 / INF / Technician is informed / 1 / 3
3 / CONF / Confirmed completed / 2 / 4
4 / COM / Completed / 2 / 4
Set the indicator Initial status for the first status with status number.
Field name or data type Values
Status / Short text WAIT / Wait for problem notification
WARR / Warranty case
© SAP AG PLM335 6-44
Choose INF details for the status.
New entries
Field name or data type Values
Page Select “Set”
Complete technically Select “Warning”
Back
Choose CONF details for the status.
New entries
Field name or data type Values
Confirm order Select “Set”
Back
Choose COM details for the status.
New entries
Field name or data type Values
Complete Select “Set”
Back
Choose WAIT details for the status.
New entries
Field name or data type Values
Release Select “Prohibited”
Back
Choose WARR details for the status.
New entries
Field name or data type Values
Creating a billing document Select “Prohibited”
Back
Save
© SAP AG PLM335 6-45
1-2 Assigning a User Status Profile
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → User Status for Orders → Define Status Profile
Assign User Status to Order Types
Field name or data type Values
Stat. prof. (for your order type) Z##
Save
1-3 Creating and Processing an Order
SAP menu path:
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31)
Field name or data type Values
Order type Z##
Serial number 1
Material T-FSN##
Enter
© SAP AG PLM335 7-1
SAP AG 1999
Customizing paths
Enhancements or customer exits
Contents:
Appendix
© SAP AG PLM335 7-2
Customizing Paths: Service Processing
Access to Customizing:
SAP Menu → Tools → Customizing → IMG → Edit Project
SAP Reference IMG button
Service Notifications
Field name or data type Path Action box Plant Maintenance and Customer Service
→ Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Additional Functions → Define Action Box
User status Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → User Status for Notifications
Order type Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Assign Notification Types to Order Types
Screen templates Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Set Screen Templates for the Notification Type
Print control Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Notification Print Control
Field selection Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Set Field Selection for Notifications
© SAP AG PLM335 7-3
Catalogs / catalog profiles Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Content
Long text control Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Long Text Control for Notification Types
Solution database Customer Service → Solution Database Notification types Plant Maintenance and Customer Service
→ Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Notification Types
Number ranges Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Number Ranges
Object information Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Object Information
Partner Determination Procedure & Partner Roles
Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Partners → Define Partner Determination Procedure and Partner Function
Priorities Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Response Time Monitoring → Define Priorities
Response and service profiles Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Response Time Monitoring → Define Response Monitoring
Other notification parameters Plant Maintenance and Customer Service
© SAP AG PLM335 7-4
→ Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Order Types and Special Notification Parameters
Service Orders
Field name or data type Path Settlement rule Plant Maintenance and Customer Service
→ Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Settlement Rule: Define Time and Distribution Rule
Delivery address for non-stock components Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Define Access Sequence for Determining Address Data
Order types Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Configure Order Types
Accounting indicators Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Accounting Indicators
Reference time Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Define Proposed Reference Time for Technical Completion
DIP profiles Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis
Print control Plant Maintenance and Customer Service
© SAP AG PLM335 7-5
→ Maintenance and Service Processing → Maintenance and Service Orders → Print Control
Field selection Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Define Field Selection for Order Header Data (PM)
Field selection for service data Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Define Field Selection for Order Header Data (CS)
Overall completion confirmation – screen templates
Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Set Screen Templates for Completion Confirmation
Maintenance activity types Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Maintenance Activity Type
Costing data Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Costing Data for Maintenance and Service Orders → Assign Costing Parameters and Results Analysis Keys
Number ranges Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Configure Number Ranges
Object information Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Object Information
Paging texts Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Assign Standard Texts for Short Messages to Order Types
Partner Determination Procedure & Partner Roles
Plant Maintenance and Customer Service → Maintenance and Service Processing →
© SAP AG PLM335 7-6
Maintenance and Service Orders → Partner → Define Partner Determination Procedure and Partner Function
Priorities Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Priorities
Confirmation parameters Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Define Control Parameters for Completion Confirmations
Service order types Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders
Other parameters Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Define Change Docs, Collective Purc. Req. Indicator, MRP-Relevance
Scheduling Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Scheduling → Set Scheduling Parameters
Availability check Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Availability Check for Materials, PRTs and Capacities → Define Checking Control
Operation control keys Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Control Key → Maintain Control Keys
Default values Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Default Values for Task List Data and Profile Assignments
© SAP AG PLM335 7-7
Goods movements Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Goods Movements for Order → Define Documentation for Goods Movements for Order
Plant assignment Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Assign Order Types to Planning Plants
Customer repair orders
Field name or data type Path Item categories Sales and Distribution → Sales → Sales
Documents → Sales Document Item → Define Item Categories
Repair procedures Sales and Distribution → Sales → Sales Documents → Customer Service → Returns and Repairs Processing → Define Repairs Procedure
Sales document types Sales and Distribution → Sales → Sales Documents → Sales Document Header → Define Sales Document Types
© SAP AG PLM335 7-8
Enhancements Partners ICSV0008 Verification of additional partner types
Service Notifications ICSV0001 Display of geographical location data
ICSV0002 Automatic task determination for service notifications
ICSV0003 Partner selection
ICSV0004 Check reference object and display object information
IWOC0001 Create PM/CS notification: Determination of reference object
IWOC0002 PM/CS notification: Check eligibility of status change
QQMA0001 QM/PM/CS: User sub-screen for notification header
QQMA0003 QM: Function “User data” in menu “Goto”
QQMA0004 QM: Function “User data” in menu “Goto -> Item”
QQMA0006 QM: Automatic task determination for quality notifications
QQMA0008 QM/PM/CS: User sub-screen for additional data for notification item
QQMA0010 QM/PM/CS: User sub-screen for additional data for cause
QQMA0011 QM/PM/CS: User sub-screen for additional data for task
QQMA0012 QM/PM/CS: User sub-screen for additional data for activity
QQMA0014 QM/PM/CS: Checks before saving notification
QQMA0015 QM/PM/CS: User exit for calling up F4 Help for catalog
QQMA0016 QM/PM/CS: Function “User data” in menu “Goto -> Task”
QQMA0017 QM/PM/CS: Function “User data” in menu “Goto -> Activity”
QQMA0018 QM/PM/CS: Scheduling by entry of priority
QQMA0019 QM/PM/CS: Default partners when adding notification
QQMA0021 QM/PM/CS: Function “User data” in menu “Goto”
QQMA0022 QM/PM/CS: Function “User data” in menu “Goto -> Cause”
QQMA0023 QM/PM/CS: Function “User data” in menu “Goto -> Item”
QQMA0024 QM/PM/CS: Deactivation of function codes in CUA menu
QQMA0025 PM/CS: Default values when adding notification
QQMA0026 PM/CS: Authorization check when accessing notification transaction
QQMA0027 PM/CS: Default values when adding task
QQMA0029 QM/PM/SM: Change Notification Type
© SAP AG PLM335 7-9
QQMA0030 Check if a status change is authorized
ICRP0201 Search Help CS_ORG_02: Authorization Check
ICRP0202 Search Help CS_ORG_02: Internally-Programmed Selection
ICRP0203 Search Help CS_ORG_02: Propose Task
Service Orders IWO10001 Create sub-order
IWO10002 PM order: Customer check for order release
IWO10004 PM order: Customer check for order completion
IWO10005 PM order: Customer-specific determination of profit center
IWO10006 PM order: Exclude function codes using customer enhancement
IWO10007 PM order: Customer enhancement for permits in order
IWO10009 PM order: Customer check for “Save”
IWO10010 PM order: Customer enhancement to determine WBS element
IWO10011 PM order: Customer enhancement for component selection
IWO10012 PM order: Priority handling at central header
IWO10015 PM order: F4 Help for user fields in operation
IWO10016 PM order: Customer enhancement to check operation user fields
IWO10017 Determine external order numbers using customer logic
IWO10018 PM order: User fields in order header
IWO10020 PM order: Automatic inclusion of task list
IWO10021 Automatic task list transfer when generating order from notification
IWO10022 Determine calendar from user exit
IWO10023 Service order: Change header data for advance shipment document
IWO10024 Service order: Changes to item for advance shipment
IWO10025 PM/CS order: Find responsible cost center
IWO10026 User check when setting status “Do not perform”
IWO10027 Generate user exit for user-defined settlement rule
IWO10029 Include bill of material in PM/CS order
IWO10030 Preset Fields for Event Object
IWO10031 Hide personnel number in PM/SM order
IWO10033 Customer-specific authorization check for maintenance or service order
IWO10034 Operation status based on the status of the capacity requirements
IWO20001 PM order: User exit for task list transfer in order
IWOC0003 PM/CS authorization check of reference object and planner group
© SAP AG PLM335 7-10
IWOC0004 Change single-level list editing of PM/QM/CS ALV settings
External processing / non-stock components COZF0001 Change purchase requisition for external operation
COZF0002 Change purchase requisition for external component
Completion confirmation CONFPM01 PM/SM order confirmation: Customer specific enhancements when saving define default values
CONFPM02 PM/SM order confirmation: Customer-specific input check 2 Input checks by
SAP checks
CONFPM03 PM/SM order confirmation: Customer specific check after operation selection
CONFPM04 PM/SM order confirmation: Customer-specific input check 2 Input checks before
SAP checks
CONFPM05 PM/SM order confirmation: Customer specific enhancements when saving.
Resource-Related Billing AD010001 Change object list and its hierarchy
AD010002 Limit selection and/or filter data determined
AD010003 Create user-defined DI characteristics
AD010005 Create user-defined sources
AD010007 Change DI Processing Information
ICSV0005 Determine reason for rejection for resource-related billing
V46H0001 SD customer functions for resource-related billing document
Warranties BG000001 Warranty check
BG000002 Warranty check dialog box
BG000003 Changes to warranty check result sub-screen
Miscellaneous IWMI0001 User exits for PM/CS IDocs