IUT221 Work Management

IUT221 Work Management IUT221

Release 463 25.09.2003

IUT221 Work Management...............................................................................................................................................1 Copyright.......................................................................................................................................................................2 SAP Utilities (IS-U/CCS)..........................................................................................................................................4 Course Prerequisites...................................................................................................................................................5 Target Group..............................................................................................................................................................6 Course Content...........................................................................................................................................................7 Course Goals..............................................................................................................................................................8 Course Objectives......................................................................................................................................................9 Work Management Overview........................................................................................................................................1 Unit Objectives..........................................................................................................................................................2 Course Overview Diagram.........................................................................................................................................3 Main Business Scenario.............................................................................................................................................4 Functional Scope of the IS-U/CCS System...............................................................................................................5 What is the Scope of the Work ManagementSystem?...............................................................................................6 Connection Between Generation and Distribution....................................................................................................7 The Work Management Process................................................................................................................................8 SAP Components and Interfaces...............................................................................................................................9 Terms and Concepts in Work Management.............................................................................................................10 Summary..................................................................................................................................................................11 Technical Objects in Transmission and Distribution.....................................................................................................1 Technical Objects in Transmission and Distribution: Unit Objectives.....................................................................2 Technical Objects in Transmission and Distribution: Course Overview Diagram....................................................3 Technical Objects in Transmission and Distribution: Business Scenario.................................................................4 Organizational Structures...........................................................................................................................................5 Organizational Structure - Controlling......................................................................................................................6 Organizational Structure - Materials Management....................................................................................................7 Organizational Structure - Sales and Distribution.....................................................................................................8 Cross-Plant Plant Maintenance..................................................................................................................................9 Work Centers in Plant Maintenance and Service.....................................................................................................10 Functions of the Work Center..................................................................................................................................11 Functional Locations and Equipment......................................................................................................................13 Equipment................................................................................................................................................................14 Functional Location.................................................................................................................................................15 Equipment Master Record.......................................................................................................................................16 Functional Location Master Record.........................................................................................................................18 Equipment and Asset Accounting............................................................................................................................19 Prerequisites for Equipment Installation..................................................................................................................21 Equipment Usage List..............................................................................................................................................22 Relationships Between Technical Objects...............................................................................................................24

Object Link..............................................................................................................................................................25 Structure of Installations in T&D............................................................................................................................26 Substation.................................................................................................................................................................27 Line System.............................................................................................................................................................28 Supply Grid..............................................................................................................................................................29 Distribution Grid (Logical Structure)......................................................................................................................30 The IS-U House.......................................................................................................................................................31 Equipment and Technical Objects in IS-U/CCS......................................................................................................32 Technical Data Model..............................................................................................................................................33 Technical Objects in Transmission and Distribution: Summary.............................................................................34 Technical Objects in Transmission and Distribution: Exercises.............................................................................35 Solutions..................................................................................................................................................................38 Processes in Plant Maintenance and Customer Service.................................................................................................1 Processes in Plant Maintenance and Customer Service: Unit Objectives.................................................................2 Processes in Plant Maintenance and Customer Service: Course Overview Diagram................................................3 Processes in Plant Maintenance and Customer Service: Business Scenario.............................................................4 Notifications and Orders............................................................................................................................................5 Notifications and Orders in Plant Maintenance and Customer Service.....................................................................6 Notification Types.....................................................................................................................................................7 Notification Functions...............................................................................................................................................8 Notification Structure.................................................................................................................................................9 Catalogs....................................................................................................................................................................10 Basic Structure of a Work Order..............................................................................................................................11 Order Processing Steps............................................................................................................................................12 Fundamental Maintenance Processing Steps...........................................................................................................13 Work Order Supervisor............................................................................................................................................14 Printing: Papers for Orders......................................................................................................................................15 Printing Work Orders with IS-U Data.....................................................................................................................16 Time Confirmations.................................................................................................................................................17 Settling a Maintenance Order..................................................................................................................................18 Billing & Settling a Service Order...........................................................................................................................19 Settlement Rule........................................................................................................................................................21 Sales Orders.............................................................................................................................................................22 Sales Documents......................................................................................................................................................23 Sales Document Flow..............................................................................................................................................24 Structure of a Sales Order........................................................................................................................................25 Structure of the Billing Document...........................................................................................................................26 Plant Maintenance and Customer Service Processes: Summary.............................................................................27 Processes in Plant Maintenance and Customer Service: Exercises.........................................................................28

Solutions..................................................................................................................................................................34 Service Products.............................................................................................................................................................1 Service Products: Unit Objectives.............................................................................................................................2 Service Products: Course Overview Diagram...........................................................................................................3 Service Products: Business Scenario.........................................................................................................................4 The Service Product Concept.....................................................................................................................................5 The Service Product...................................................................................................................................................6 The Service Object.....................................................................................................................................................8 The Service Product ..................................................................................................................................................9 Characteristics and Characteristic Values................................................................................................................10 Class and Configuration Profile...............................................................................................................................11 Configuration of Service Products...........................................................................................................................12 Variant Configuration Basics...................................................................................................................................13 Components of the Knowledge Base.......................................................................................................................14 Precondition.............................................................................................................................................................15 Selection Condition..................................................................................................................................................16 Action.......................................................................................................................................................................17 Procedure and Constraint.........................................................................................................................................18 Reference Characteristics.........................................................................................................................................19 Configurable Service Products................................................................................................................................20 Defining a Configurable Service Product................................................................................................................21 Configurable Task Lists...........................................................................................................................................22 Configuration and Pricing........................................................................................................................................23 Defining Pricing.......................................................................................................................................................24 Copy of the Settlement Rules..................................................................................................................................25 Technical Reference Object for a Service Product..................................................................................................26 Characteristic Inheritance........................................................................................................................................27 Copying the Configuration......................................................................................................................................28 Multi-Level Structure of Service Objects................................................................................................................29 Multi-Level Service Objects....................................................................................................................................30 Configuration in a Multi-Level Structure................................................................................................................31 Multi-Level Order Structure....................................................................................................................................32 Further Functions of Variant Configuration............................................................................................................33 Variant Tables and Object Dependencies................................................................................................................34 Example: Table with Service Connection................................................................................................................35 Functions..................................................................................................................................................................36 Example: Summary of Operations...........................................................................................................................37 Summary (1)............................................................................................................................................................38 Summary (2)............................................................................................................................................................39

Service Products: Exercises.....................................................................................................................................40 Service Products: Solutions.....................................................................................................................................47 Installation Services.......................................................................................................................................................1 Installation Services: Unit Objectives........................................................................................................................2 Installation Services: Course Overview Diagram......................................................................................................3 Installation Services: Business Scenario....................................................................................................................4 The Workflow ...........................................................................................................................................................5 Quotation Processing.................................................................................................................................................6 Order Processing........................................................................................................................................................7 Order Closing and Billing..........................................................................................................................................8 Workflow Structure...................................................................................................................................................9 Workflows for Service Connection Processing.......................................................................................................10 Workflow: Service Connection with Customer Quotation......................................................................................12 Workflow: Service Connection Order Processing...................................................................................................13 Workflow: Process SM Order..................................................................................................................................14 Link Between SD and CS........................................................................................................................................15 Interaction Between SD and CS..............................................................................................................................16 Derivation of the Service Order Type (1)................................................................................................................17 Derivation of the Service Order Type (2)................................................................................................................18 Several Order Types................................................................................................................................................19 Transferring Costs from Work Orders.....................................................................................................................20 Installation Services: Summary...............................................................................................................................21 Installation Services: Exercises................................................................................................................................22 Installation Services: Solutions................................................................................................................................24 Processes in the Utilities Industry..................................................................................................................................1 Processes in the Utilities Industry: Unit Objectives..................................................................................................2 Processes in the Utilities Industry: Course Overview Diagram.................................................................................3 Utilities Industry Processes: Business Scenario........................................................................................................4 Codes for Orders and Notifications...........................................................................................................................5 Creating Orders and Notifications.............................................................................................................................6 Order Code.................................................................................................................................................................7 Notification Code.......................................................................................................................................................8 Selecting a Code........................................................................................................................................................9 Plant and Work Center Determination.....................................................................................................................10 Example of Plant and Work Center Determination.................................................................................................11 Orders and Notifications in Processes.....................................................................................................................12 Aperiodic Meter Reading.........................................................................................................................................13 Disconnection and Reconnection.............................................................................................................................14 Customizing Disconnections/Reconnections...........................................................................................................16

Overview of Device Inspection...............................................................................................................................17 Selecting Devices for Work Orders.........................................................................................................................18 Customizing the Device Inspection.........................................................................................................................19 Device Repairs.........................................................................................................................................................20 Example: Initial Data Creation for a Front Office Process......................................................................................21 Inspections...............................................................................................................................................................22 Subdivision of Inspections.......................................................................................................................................23 Selecting Technical Objects.....................................................................................................................................24 CIC Processes for Aperiodic Inspections................................................................................................................25 Overview of Periodic Inspections............................................................................................................................26 Periodic Inspections.................................................................................................................................................27 Selection Options for Inspections............................................................................................................................28 Bundling Inspections...............................................................................................................................................29 Example: Switzerland and Spain.............................................................................................................................30 Disaggregation.........................................................................................................................................................31 Deregulated Market.................................................................................................................................................32 Service Chains.........................................................................................................................................................33 Services in the Utilities Industry..............................................................................................................................34 Example: Installation Service..................................................................................................................................35 Governing Body Electrical Inspections...................................................................................................................36 Governing Body Electrical Inspections (US Only).................................................................................................37 Example of Permit Determination...........................................................................................................................38 Permit Determination...............................................................................................................................................39 Processes in the Utilities Industry: Summary..........................................................................................................40 Processes in the Utilities Industry: Exercises..........................................................................................................41 Processes in the Utilities Industry: Solutions...........................................................................................................46 Interfaces to External Systems.......................................................................................................................................1 Interfaces to External Systems: Unit Objectives.......................................................................................................2 Interfaces to External Systems: Course Overview Diagram......................................................................................3 Interfaces to External Systems: Business Scenario...................................................................................................4 Integration of Complementary Software (CSP).........................................................................................................5 Integration of External Systems.................................................................................................................................6 How to Integrate a CSP (1)........................................................................................................................................7 How to Integrate a CSP (2)........................................................................................................................................8 Interfaces for Work Management..............................................................................................................................9 Outbound Processing with ALE..............................................................................................................................11 Inbound Processing with ALE.................................................................................................................................12 Business Objects, BAPIs, Function Modules..........................................................................................................13 The GIS Business Connector...................................................................................................................................14

Advantages of an Integrated Interface.....................................................................................................................15 Data Distribution......................................................................................................................................................16 GIS Interface: Example............................................................................................................................................17 The CAD Interface...................................................................................................................................................18 The Principle of the GIS Business Connector.........................................................................................................19 Properties of the GBC..............................................................................................................................................20 System Architecture of the GBC.............................................................................................................................21 Customizing the GBC..............................................................................................................................................22 Create New Service Connection (I).........................................................................................................................23 Create New Service Connection (II)........................................................................................................................24 Create New Service Connection (III).......................................................................................................................25 Example: New Service Connection.........................................................................................................................26 Interactive Link Between SAP and GBC.................................................................................................................27 GIS Integration: Further Examples..........................................................................................................................28 Interfaces to Further External Systems....................................................................................................................29 OMS: Outage Notification (1).................................................................................................................................30 OMS: Outage Notification (2).................................................................................................................................31 Scheduling and Dispatching with SAP and CADS..................................................................................................32 Data Exchange Between SAP and CADS...............................................................................................................33 SCADA Systems: Principle of the Interface............................................................................................................34 SCADA Systems: Interface Scenarios.....................................................................................................................35 SCADA Systems: Scenario for a Gas Station..........................................................................................................36 Mobile Data Interface..............................................................................................................................................37 Mobile Data Interface (Example)............................................................................................................................38 Interfaces to External Systems: Summary...............................................................................................................39 Interfaces to External Systems: Exercises...............................................................................................................40 Interfaces to External Systems: Solutions................................................................................................................42

0 IUT221 Work Management

IUT221 Work Management  SAP AG 1999  SAP AG

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R/3 System Release 4.63 / IS-Utilities / Customer Care Service August 2001 5004 4896

0.2 Copyright

Copyright 2001 SAP AG. All rights reserved. Neither this training manual nor any part thereof may be copied or reproduced in any form or by any means, or translated into another language, without the prior consent of SAP AG. The information contained in this document is subject to change and supplement without prior notice. All rights reserved.

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The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.  Other products, services, logos, or brand names included herein are trademarks or registered trademarks of their respective owners.

0.3 SAP Utilities (IS-U/CCS) Level 2

Level 3 IUT220

3 days

Device Management IUT221

IUT225

2 days

Energy Data Management

3 days

Work Management IUT110

5 days

Introduction to the ISU/CCS

IUT210

3 days

Basic Data/ Basic Functions

IUT230

5 days

Billing and Invoicing IUT240 5 days Contract Accounts Receivable and Payable IUT250 4 days Customer Service IUT280

2 days

Print Workbench

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IUT235

2 days

Real Time Pricing

0.4 Course Prerequisites

 LO100 Plant Maintenance or LO110 Service Management  IUT110 Introduction to the IS-U/CCS System or IUT210 Master Data and Basic Functions

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0.5 Target Group

 Audience: 

Product managers responsible for implementing IS-U

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Project team members modeling business processes with IS-U

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Consultants preparing for IS-U implementation

 Duration: 3 days

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Notes to the user:  The training materials are not intended for self-study. They complement the course instructor's explanations. Your material includes space for noting down this additional information.

0.6 Course Content

Preface Unit 1 Unit 2

Work Management Overview Technical Objects in Transmission and Distribution

Unit 3

Processes in Plant Maintenance and Customer Service

Unit 4

Service Products Exercises Solutions

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Unit 5

Installation Services

Unit 6

Processes in the Utilities Industry

Unit 7

Interfaces to External Systems

0.7 Course Goals

This course will prepare you to:  Effectively use the Work Management

component  Integrate Work Management with standard

components  Describe the interfaces to external systems

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0.8 Course Objectives

At the conclusion of this course, you will be able to:  Use the Work Management functions and

master data  Explain the Work Management process  Customize Work Management

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1 Work Management Overview

Contents:  Functional scope of IS-U/CCS  Work Management overview

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1.2 Unit Objectives

At the conclusion of this unit, you will be able to:  Define the scope and purpose of the Work

Management system  Outline the Work Management process  Describe the interfaces and integration with other

components

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1.3 Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

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1.4 Main Business Scenario

 In IDES Energy Inc., there is a department devoted entirely to customer service. Any calls or letters from customers requesting services are dealt with in this department. These calls or letters may involve individual inquiries, complaints, or notifications of a service change.  To fulfil the customer requirements, IDES Energy Inc. needs to 

Manage the technical objects

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Set up a process for managing work orders

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Define service products

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Set up a process for managing services

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1.5 Functional Scope of the IS-U/CCS System

Generation/ Procurement

Transmission

Distribution

Customer Service & Settlement

All All customer-related customer-related business business processes processes from from the the areas areas of of energy energy supply, supply, services, services, and and sales sales IS-U/ IS-U/ CCS CCS PM/ CS

Customer Contact/Information/Service Customer Relationship Management

SD CRM CRM

Marketing and Sales

Consumption Entry Installation Services

Consumption Billing Service Billing

Billing

Billing

Contract Accounts Receivable & Payable

Meter & Device Management

FI

Work Management  SAP AG 1999

IS-U/CCS stands for "Industry Solution Utilities - Customer Care & Service". IS-U/CCS is a business-process-oriented sales and information system for all types of supply and services offered by a utility company. When dealing with the customer, the clerk uses the Customer Interaction Center of the IS-U/CCS.  The core IS-U/CCS application is the consumption billing system that valuates measured consumption and services. Services can also be billed/invoiced using the standard component Sales and Distribution (SD).  IS-U/CCS also works in conjunction with further SAP components in other applications, such as with installation services and contract accounts receivable and payable.  

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1.6 What is the Scope of the Work Management System?

 Acceptance, planning, costing, execution of internal and external work orders  Creation of invoices for customers  Examples: 

Creation and amplification of service connections

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Energy consulting

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Unscheduled meter reading

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Disconnection and Reconnection

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Maintenance

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Repairs

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Installation, extension or removal of technical equipment

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What is the Scope of the Work Management System? The daily work of a utility company involves the processing of a large number of work orders. The orders must be accepted, planned, calculated, executed and when neccessary, billed to a customer. In this process, a distinction needs to be made between external work orders relating to the customer "services" and internal work orders. External work orders are modeled using service orders from the Customer Service (CS) component. Internal work orders are modeled using maintenance orders from the Maintenance (PM) component.

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1.7 Connection Between Generation and Distribution Installations Installation-related processes • New installation • Plant maintenance • Operation

Work Management

Customers Customer-related processes • Installation • Meter reading • Energy supply

Work Work orders orders Service Service products products Installation structure

Generation Generation

Notifications Notifications ..................... .....................

Transmission Transmission

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Customer office

Distribution Distribution Service Service

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1.8 The Work Management Process Triggers

Customer Customer Care Care and and Service Service Settlement Settlement

Work Work Origination Origination Customer-Related Customer-Related or or Internal Internal

External External Requirements Requirements (of (of other other offices) offices)

Preventive Preventive Maintenance Maintenance

Service Service Territory Territory Database Database

Planning Planning and and Estimation Estimation

Compatible Compatible Units Units Work Work Standards Standards

Markout Markout Requests Requests Permits Permits Traffic Traffic Control Control

Work Work Approval Approval

AM/FM/GIS AM/FM/GIS

Outage Outage Restoration Restoration Orders Orders

Central Central Permit Permit Log Log

Mobile Mobile Data Data Application Application

Scheduling Scheduling

Technical Technical Objects Objects or or Equipment Equipment

Field Field Force Force Reporting Reporting Work Work Completion Completion

Asset Asset Register Register

Financial Financial Completion Completion

Sold-to Sold-to Party Party Management/ Management/ External External Services Services

SAP

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SAP and CSP

CSP

CSP = Complementary Software Product

Work order creation Once the user has entered the order data, the order creation process is mostly automatic. The system uses information provided by service territory data and compatible units.  Work order estimate To estimate costs of an order, a customer quotation can be created. The order costs can be created automatically and transferred to the quotation (SD).  Accounting and Settlement The default values for order accounting and settlement are determined by the system and transferred to the order. Influencing factors may be: (1) order type, (2) technical reference object, (3) service territory, or (4) division.  Scheduling and dispatching The work list of orders is scheduled for work groups or individuals. The planning board (table or graphic) assists the planner in this activity. The planning board allows the contents to be displayed in detail or in compressed form. The contents can be supplemented for a single user. SAP functions for scheduling and dispatching mainly support less frequent orders with longer runtimes (for example, installation extensions, construction or design orders, projects, facilities work). External systems can be connected to manage large numbers of short-term orders. These systems communicate with the Work Management component using standard interfaces. The external systems can be used for detailed planning and distribution of orders based on criteria such as staff requirements, distances, priority, and fixed appointments. 

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1.9 SAP Components and Interfaces

GIS Installations and Grid Structure

Scheduling and Dispatching

PS Projects

IS-U

PM/CS Orders, Technical Objects

User Interface, Clerk ViewFront Office/CIC

SD Quotations, Sales Orders, Price Determination

CO-PA Controlling, Profitability Analysis

FI-CA Customer Account

FI-AA Costs, Asset Accounting

CSP SAP

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Work Management uses functions from various standard SAP applications. These functions are grouped together to map IS-U-specific business processes. They are also supplemented with industry-specific functions, if necessary. The flexibility of the SAP System also enables external systems to be integrated in the business processes. PM/CS Planning control and processing of preventive maintenance and inspection; plant maintenance and service management to allow for a high degree of availability of technical systems and installations delivered to customers. SD Sales support activities, with flexible functions for pricing, rapid sales order processing and punctual deliveries; with a direct link to Profitability Analysis (CO-PA). PS Coordinates and controls all phases of a project in direct conjunction with purchasing and controlling, from quotations through planning and approval to resource management and billing. FI-CA Subledger accounting for the management of a large number of customer accounts. Summarized posting transactions are transferred periodically from this module to the general ledger. FI-AA Integrated system of planning, controlling and monitoring instruments for company-internal processes and investment measures. GIS Geographical information system in which the technical systems from PM/CS are represented, with direct data exchange between the two data processing systems.

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1.10 Terms and Concepts in Work Management Technical Technical Object Object •• Service Service Connection Connection •• Transformer Transformer Station Station

Task Task List List

Service Service Product Product •• Create Create Connection Connection Service Service Object Object •• Repair Repair Transformer Transformer

Service Service Order Order Maintenance Maintenance Order Order

Sales Sales Order Order

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Service products describe a service offered to the customer, for example, install service connection, and contain price information. Service objects are, however, not offered to the customers as products, but can subsequently be invoiced. Since the service must be performed internally or by third parties, a task list is allocated to the service product or object. A service order or maintenance order is created on the basis of the task list.  A sales order is a customer request to the company for the delivery of goods or services at a certain time. 

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1.11 Summary

 The Work Management System simplifies and standardizes work order processing.  The process includes order planning, work approval, scheduling, field force reporting, work completion, and financial completion.  Work Management integrates various SAP components and complementary software products.

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2 Technical Objects in Transmission and Distribution

Contents:  Organizational structures  Functional locations and equipment  Structures of installations in transmission and distribution (T&D)

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2.2 Technical Objects in Transmission and Distribution: Unit Objectives

At the conclusion of this unit, you will be able to:  Create master data (functional locations and

equipment) for structuring installations in T&D  Describe the links to the technical objects in the

IS-U/CCS System  Assign functional locations and equipment to the

organizational structures in the SAP R/3 System

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2.3 Technical Objects in Transmission and Distribution: Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

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2.4 Technical Objects in Transmission and Distribution: Business Scenario

 IDES Energy Inc. wants to supply houses in a new development with electricity. To do so, it has to extend the grid and build a new transformer station.The following new master data is generated in the IDES Energy Inc. system for this purpose: 

Functional locations and equipment for the grid extension and the transformer station

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Equipment for the service connections

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Master data such as connection objects and premises

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2.5 Organizational Structures

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2.6 Organizational Structure - Controlling

Operating Operating Concern Concern

Controlling Controlling Area Area Europe Europe

Company Company Code Code 11 IDES IDES AG AG Frankfurt Frankfurt

Controlling Controlling Area Area USA/Australia USA/Australia

Company Company Code Code 22 IDES IDES UK UK London London

Company Company Code Code 33 IDES IDES USA USA

Cost Centers

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An operating concern is the central organizational element in Profitability Analysis The controlling area identifies an organizational element for which costs and revenues can be considered. It represents a closed system for cost accounting purposes.  Each company code is assigned to a controlling area.  A cost center is the smallest organizational unit in Cost Center Accounting. Cost centers can, however, also be organized hierarchically.  

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2.7 Organizational Structure - Materials Management

Company Code Code IDES IDES AG AG

Plant

Plant

Service Territory Hamburg

Storage Storage Loc. Loc. 11

Incoming Incoming Warehouse Warehouse Hamburg Hamburg

Purchasing Organization Germany

Storage Storage Loc. Loc. 22

Central Central Warehouse Warehouse Hamburg Hamburg

Service Territory Dresden

Storage Storage Loc. Loc. 11

Central Central Warehouse Warehouse Dresden Dresden

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A plant is an organizational element within a company where goods are produced or services are provided. With utility companies, a plant may be a service territory. A plant is always assigned to a company code.  The materials can be valuated on the basis of plants or company codes (a company code or plant is the valuation area).  A purchasing organization is an organizational unit that provides materials or services for one or more plants. It also negotiates the conditions of purchase.  Storage locations are organizational units facilitating a differentiation between the various stocks of material within a plant. Vehicles can also be storage locations. 

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2.8 Organizational Structure - Sales and Distribution

Sales Sales Organization Organization •• Germany Germany (South) (South) •• Germany Germany (North) (North)

Distribution Distribution Channel Channel Division •• End End Customer Customer •• Wholesale Wholesale •• Service Service

•• Electricity Electricity •• Gas Gas •• Water Water

Sales Sales Area Area

•• Germany Germany (South) (South) •• Service Service •• Electricity Electricity

Services Materials Materials Prices Prices .........  SAP AG 1999

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A sales organization is responsible for selling materials and services. Each sales organization is allocated to a company code. A distribution channel is the channel through which goods or services reach the customer. A division is a grouping of saleable products. A sales area is a specific combination of sales organization, distribution channel, and division. For you to be able to sell or offer goods or services to a customer, the customer must be assigned to at least one sales area.

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2.9 Cross-Plant Plant Maintenance

Plant Plant 1200 1200

Plant Plant 1300 1300

Maintenance Maintenance Requirements Requirements

Maintenance Maintenance Requirements Requirements Work Centers

Warehouse

Plant Plant 1000 1000 Planning Planning Maintenance Maintenance Requirements Requirements

Maintenance Maintenance Requirements Requirements

Work Centers Material  SAP AG 1999

A maintenance plant is not a maintenance planning plant: A technical installation needs to be maintained in plant 1200, which generates a maintenance requirement (=maintenance plant). All the remaining functions (such as maintenance planning, order execution, spare parts warehouse) are assumed by plant 1000 (=maintenance planning plant). Plant 1300 takes on the order execution itself while plant 1000 takes on the other subfunctions (order planning, spare part storage). These are examples of cross-plant maintenance.  A maintenance plant is a maintenance planning plant (plant 1000): With most organizational structures, the maintenance requirements are planned in the plant in which they arise. Maintenance orders are executed by work centers in the same plant, which also contains the spare parts warehouse. 

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2.10 Work Centers in Plant Maintenance and Service

Mechanics

Electrics

Construction

Carpentry

Metalworking Process Control and Instrumentation

Welding

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A work center may be  A machine or a group of machines  A person or a group of people  In Plant Maintenance, work centers are used as  Main work centers in the equipment and functional location master records  Main work centers in a maintenance item, in the order header, or in the header of a task list  Executing work centers in the operations in a task list or order  You can link a work center to the following objects  A cost center  Qualifications  Positions  People  Work centers can be structured hierarchically. 

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2.11 Functions of the Work Center Work Work Center Center 10

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Standard Standard Values Values for for Task Task Lists Lists and and Orders Orders

Costing Costing Data Data

Scheduling Scheduling Data Data and and Available Available Capacity Capacity

Task Task List/Order List/Order

Costing Costing

Lead Lead Time Time Scheduling Scheduling Available Available Capacity Capacity

2724,00 2724,00 1200,00 1200,00 124,00 124,00 4048,00 4048,00  SAP AG 1999

A standard value is a planned value for the execution of an operation. Costs, execution times, and available capacity can be calculated from this standard value using formulas. In the work center, the standard value key and rules for maintenance are used as a basis to define which standard values must/can be specified in the operation and which units of measurement are displayed for the standard values in the operation.  Costing is used to determine the costs of internal services and activities. It aims to assign the costs incurred to the individual cost objects. Costing links the operation to cost accounting via the work center by maintaining cost centers and activity types. If the work center is used in an operation, standard values can be entered for the activity types defined in the work center.  The dates on which the operations will be performed are determined in scheduling. For this purpose, the execution times must be calculated and referenced to the operating time of the work center. The standard values and quantities in the operations provide the basis for determining the execution time. In scheduling, this data is used to calculate the start and finish dates of the operations via formulas that are entered in the work centers for scheduling purposes.  In capacity planning, the capacity requirements of the operations in the orders are determined and compared to the available capacity defined in the work center. Work center hierarchies enable the available capacity and capacity requirements to be summarized within capacity planning, from subordinate work centers to work centers of the superior hierarchy. 

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2.12 Functional Locations and Equipment

 SAP AG 1999

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2.13 Equipment

 Individual technical objects that are maintained / for which services are performed  Examples: 

Transformers



Meters



Service connections



Vehicles

 Creation of multi-level hierarchical structures  Assignment to a functional location

 SAP AG 1999

A piece of equipment is an individual, physical object that is to be maintained as an autonomous unit. It can be installed at a functional location or in a superior piece of equipment for a certain period of time. In the course of its useful life, it can be used at different installation locations.  Pieces of equipment can be structured hierarchically, enabling the structure of complex pieces of equipment to be represented.  Pieces of equipment can be linked to one another. In this way the global network structure of a technical system and the dependencies between the pieces of equipment can be represented.  

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2.14 Functional Location

 Individual technical place that is maintained/where services are performed  Structures a technical system using the following criteria: 

Spatial



Technical



Functional

 Example: 

Transformer stations



Power plants



Buildings

 Creation of multi-level hierarchical structures  Allocation of one or more pieces of equipment  SAP AG 1999



  



A functional location is an organizational unit within Logistics that structures the maintenance objects of a company according to functional, process-oriented or spatial criteria. A functional location represents the place at which a maintenance task is to be performed. Pieces of equipment are installed at functional locations. The times at which a piece of equipment is in use at a functional location are documented in chronological order. Functional locations are structured hierarchically to represent the structure of the system to be maintained. Functional locations of different hierarchies can be linked to one another. In this way, you can represent the global network structure of a technical system, the links between different technical systems and the dependencies between individual functional locations. From an IS-U perspective, functional locations are data objects in the Plant Management (PM) application component. The connection object and device location in the Utilities Industry (IS-U) component are also functional locations.

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2.15 Equipment Master Record Location A

Usage list

Equipment Master Record

Classification

Location B

List X X

X X X

X X

General data

Documents/ technical drawings

Location data

Multilingual texts

Organizational data

Partner

Structure

Test equipment

Serialization data Configuration

0471 0123

Permits Internal memos

 SAP AG 1999

An equipment master record contains various types of data:  General data – this is fixed data that does not usually change (for example, the acquisition value, dimensions, and year of production of the piece of equipment).  Location data and organizational data - time-dependent data (such as the maintenance planner group, the responsible work center, address, maintenance plant, and cost center). Time-dependent data gives you a dynamic view of equipment. If you have customized your system accordingly, a new equipment usage period will be created automatically when specific changes are made to master records.  Structure - this data describes the technical objects to which the equipment is linked.  Serialization data – you specify this data if you wish to manage the piece of equipment both as a separate object in its own right and from an Inventory Management point of view. This data includes material data, inventory information, and customer information.  Configuration data – this data shows the various components of a standard product that go to make up a piece of equipment.  Partner data – this data provides information on who is responsible for a piece of equipment (for example, vendor, purchaser, employee).  For IS-U devices, the equipment master record has been extended to include various items of data required in the utilities industry (such as technical data, meter readings, and so on) 

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2.16 Functional Location Master Record Location A

Equipment usage periods

Master Record

Classification

Location B

List X X

X X X

X X

General data

Documents/ technical drawings

Location data

Multilingual texts

Organizational data

Partner

Structure

Test equipment

0471 0123

Permits Internal memos  SAP AG 1999

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2.17 Equipment and Asset Accounting

Equipment Master Record General data Location data

Asset number

Organizational data Structure Serialization data

As set s

Configuration

 SAP AG 1999

The structuring of assets from a bookkeeping perspective in the FI-AA component is not influenced by the technically-oriented structuring in the Plant Maintenance (PM) component. The PM component has its own structural organization (functional location, equipment). This structure enables you to organize installations according to maintenance requirements.  You can create a link between the PM and the FI-AA components by entering the FI-AA asset number in the equipment master record. In this way, you can also Select, in the PM component, all the installations that belong to a piece of equipment Capitalize, in the PM component, all maintenance orders requiring capitalization to the respective assets Jump directly from the asset master record to the appropriate equipment master record (Environment)  The link between the asset and the technical object or functional location does not mean that the organizational assignments (such as to a plant) are automatically the same in both. If you change the organizational assignments in the master record of a piece of equipment or a functional location, the change is not automatically carried out in the asset. Likewise, a change made in the asset is not automatically reflected in the equipment or functional location. 

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2.18 Prerequisites for Equipment Installation

Functional Locations

Equipment

Equipment

Equipment category Equipment installation allowed?

Equipment installation allowed?

Individual installation?

 SAP AG 1999

Prerequisites  The master records for the functional location and the pieces of equipment must already be created in the system.  Process  Select the equipment master record in the Change mode. Go to any screen in the equipment master record. Choose Structure => Change InstallLoc. The dialog box Change Equipment Installation Location is displayed. Make all the required entries for the installation location.  Perform the installation. The following options are available for doing this: (1) Choose Inst. w. DataTransfer. The system installs the piece of equipment. You can determine the data transfer manually. Return to the dialog box Change Equipment Installation Location and (2) Choose Installation. The system installs the piece of equipment. In this case, you are not able to influence the data transfer manually. Choose Confirm. You return to the master record screen from which you called up the dialog box.  Save the equipment master record. 

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2.19 Equipment Usage List S-15

on ation l l a t Ins

Dism a

1/98 03/0

ntlin g

on 0 9

/20/9 8

Usage list

03/01/ - 09/20/98

S-15

 SAP AG 1999

The usage of a piece of equipment can be relevant to performance, damage frequency, breakdown behavior and the comparison of products from different manufacturers. For the purposes of maintenance, therefore, it is important that you can find out at any time when and where a piece of equipment is (or was) installed. This information may be found in the usage list in the PM system.  The usage list, or equipment history, documents the maintenance history of the equipment in relation to its usage. This may show phases during which the equipment was installed at a functional location, was directly allocated to a usage site (for example, a cost center), was stored in a warehouse or was passed on to a customer.  Similarly, there is a usage list for the functional location. This indicates in chronological order all pieces of equipment installed. The usage list therefore provides both object-related and location-related information regarding equipment usage.  The system creates "operating time segments" for each piece of equipment. These describe certain data relating to the equipment (for example, the functional location at which it is installed, the cost center to which it is allocated). The system creates new operating time segments every time certain events occur. You can define the events you wish to be relevant to the construction of a usage list in your company using the Customizing function. 

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2.20 Relationships Between Technical Objects

 Technical Objects in the Transmission 

Substations, lines, transformer stations, transformers, circuitsand so on



Modeled by functional locations and equipment

 Technical Objects in IS-U/CCS 

Connection objects, connections, devices, and so on



Basically modeled by functional locations and equipment

 Relationships Between Both "Worlds" 

Hierarchy functionality



Object links



Use of AM/FM or GIS systems

 SAP AG 1999

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2.21 Object Link

 Logical link between objects of the same type (functional locations, equipment)  Can be a one-way link 

Such as gas flow

 The link itself may be a technical object 

A link between two transformer stations is a piece of equipment, for example

 Summary of object links of the same type using a network ID 

Low voltage, region = South, for example

 SAP AG 1999

The object link is a logical link between objects of the same type (functional locations, pieces of equipment).  The link can be controlled (to display the flow of a medium such as water or steam, for example).  The link itself may be a technical object (a link between two transformer stations is a piece of equipment, for example).  Links of the same type (such as low voltage, or region = South) can be summarized using a network ID. 

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2.22 Structure of Installations in T&D

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2.23 Substation

ST ST 435 435

Substation No. 435 Conductor rail A

ST ST 435-A 435-A

Transformer field 1

ST ST 435-A-1 435-A-1 1000645 1000645

...

Transformer 400 kVA ... Assemblies and spare parts

Transformer field 2

ST ST 435-A-2 435-A-2 1000839 1000839

... ST ST 435-B 435-B

Transformer 300 kVA ... Assemblies and spare parts

Conductor rail B

... Functional location

Equipment

 SAP AG 1999

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2.24 Line System

LL 114 114

Line No. 114 Section 01 (0 ... 14.7 km)

LL 114 114 01 01

Pole No. 187

P P 187 187 200456 200456 203478 203478 201569 201569 P P 188 188

...

Pole top Crossarm type XA 24 Isolators type IS 45/9 Pole No. 188

...

LL 114 114 02 02

... Assemblies and spare parts

Section 02 (14.7 ... 26.8 km)

... Functional Location

Equipment Assembly

 SAP AG 1999

A technical object can be subdivided into assemblies. An assembly is not an individual object but rather an object category (similar to a material).  If a damaged object is not repaired but exchanged, it makes more sense for it to be managed as an assembly rather than as a piece of equipment.  A notification or an order can also be created for an assembly. The maintenance history of an assembly is not supported. 

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2.25 Supply Grid

Substation Substation ST ST 435 435

Field 01

Line Line No. No. 186 186

Field 02

Substation Substation ST ST 571 571

Line Line No. No. 187 187

Field 03

Field 01

Field 02

Field 03 Line Line No. No. 188 188 Object link to connect two systems with different hierarchies

Line Line No. No. 189 189

Line system with sections Field 01

Field 02

Substation with transformer fields

Field 03 Substation Substation ST ST 768 768  SAP AG 1999

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2.26 Distribution Grid (Logical Structure)

High Voltage Area 008

H H 008 008 ST ST 114 114

Substation No. 114 Circuit A 13

CC CC A13 A13

Circuit A 13 Section 1

CC CC A13-1 A13-1 TS TS 1274 1274 30089654 30089654

...

...

CC CC A13-2 A13-2 CC CC A14 A14

... ...

ST ST 117 117

Transformer Station No. 1274 Transformer 400 kVA ... Assemblies and spare parts

Circuit A 13 Section 2 Circuit A 14 Substation No. 117

Functional Location

Equipment

 SAP AG 1999

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2.27 The IS-U House

Connection object

Premise = Apartment 1 Apartment 2 Device Loc. 1: Entrance Hall

Installation 1: Contract 1: Water Water Installation 2: Contract 2: Gas Gas

Device Loc. 2: Basement

Installation 3: Contract 3: Electricity Electricity

Service connection: water

Supply Grid

Contract Account

Apartment 3

Business Partner

Service connection: electricity

Apartment 4 Service connection: gas

Street

 SAP AG 1999

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2.28 Equipment and Technical Objects in IS-U/CCS

Connection Connection object object

Transformer Transformer field field

Connection Connection

Transformer Transformer

Device Device location location Connection Connection object object

Device Device Premise

Technical Technical installations installations

Premise

TransTransformer former

Connection Connection

Object link

Device Device location location

0716192

071 6192

0539802

0 539 802

125.256.01

125.256.01

Devices Devices

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2.29 Technical Data Model

1:N

Connection Connection Object Object

1:N

1:N 1:N Premise Premise

1:Number of Divisions

1:N

Device Device Location Location

Technical Technical Installation Installation

Installation Installation

N:M

Connection Connection

1:N

Device Device

Optional IS-U connect. Optional PM connect.

IS-U

PM

PM and IS-U

 SAP AG 1999

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2.30 Technical Objects in Transmission and Distribution: Summary

 Technical objects in T&D and CCS are mapped using

functional locations and equipment.  You can structure technical installations by creating

hierarchies and using object links.  Structuring of objects depends on the physical

structure of the supply grids.  Functional locations and equipment are to be

maintained. Services can also be performed here. The functional locations and pieces of equipment are assigned to objects in the organizational structure (such as plants, cost centers).

 SAP AG 1999  SAP AG

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2.31Technical Objects in Transmission and Distribution: Exercises Unit: Technical Objects in Transmission and Distribution Topic: Functional Locations and Equipment Masters At the conclusion of these exercises, you will be able to: • Describe the purpose of functional locations • Describe the purpose of equipment

1-1

True or False? 1-1-1 A functional location is an organizational unit within Logistics that structures the maintenance objects of a company according to functional, process-oriented or spatial criteria. A functional location represents the place at which a maintenance task is to be performed. 1-1-2 From a Utilities Industry (IS-U) perspective, functional locations are data objects in the Materials Management (MM) application component. The connection object and device location in the IS-U component are maintained as material masters in MM. 1-1-3 A piece of equipment is an individual, physical object that is to be maintained as an autonomous unit. A piece of equipment can be installed at a functional location or in a superior piece of equipment for a certain period of time. In the course of its useful life, it can be used at different installation locations.

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Exercises Unit: Technical Objects in Transmission and Distribution Topic: Technical Objects in T&D and in IS-U At the conclusion of these exercises, you will be able to: • Understand the functions of connections and connection objects • Understand the functions of devices and device locations In this exercise, you create an equipment master for a service connection and install the connection in a connection object. Afterwards, you create an object link and display the link to the transformer station.

2-1

Which of the following objects are considered to be technical objects in T&D? A.

Substations

B.

Overhead lines

C.

Spare parts, such as bolts

D.

Transformer stations

E.

Business partners

2-2

Which of the following objects are considered to be technical objects in CCS? A.

Connection objects

B.

Connection(s)

C.

Devices

D.

Registers

E.

Device locations

2-3

Create an equipment master record for a service connection, install the connection in a connection object, create an object link between the connection and transformer, and display all the links to the transformer station. 2-3-1 Create an equipment master for a service connection PE0201A###. Use the following data: Group ## equipment as the equipment description. 3000 (Connection Equipment) in the Object type field

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U003 in the MaintPlant field. 2-3-2 Install the connection in a connection object TE0202A###. 2-3-3 Create an object link PE0203A### between the connection PE0201A### and a transformer. Use the following data: Technical system - standard as the link category In the link description field, enter Gr. ## object link. 00000003 in the Network ID field. Link to equip. (transformer). Participants with work station numbers 01-09 should use transformer TE0204C001. Those with numbers 10-18 should use transformer TE0204C002. Transformers TE0204C001 and TE0204C002 are already created in the system. 2-3-4 Display all links to transformer station TE0204A000 and transformer field TE0204B000. To see the links between the transformer and the connections, select transformer TE0204C001 or TE0204C002. This entry depends on your group number (groups 1-9 use TE0204C001 and groups 10-18 use TE0204C002).

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2.32Solutions Unit: Technical Objects in Transmission and Distribution Topic: Functional Locations and Equipment Masters

1-1

True or False? 1-1-1 A functional location is an organizational unit within Logistics that structures the maintenance objects of a company according to functional, process-oriented or spatial criteria. A functional location represents the place at which a maintenance task is to be performed. True 1-1-2 From a Utilities Industry (IS-U) perspective, functional locations are data objects in the Materials Management (MM) application component. The connection object and device location in the IS-U component are maintained as material masters in MM. False. From an IS-U perspective, functional locations are data objects in the Plant Management (PM) application component. The connection object and device location in the IS-U component are maintained as functional locations in PM. 1-1-3 A piece of equipment is an individual, physical object that is to be maintained as an autonomous unit. A piece of equipment can be installed at a functional location or in a superior piece of equipment for a certain period of time. In the course of its useful life, it can be used at different installation locations. True

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Solutions Unit: Technical Objects in Transmission and Distribution Topic: Technical Objects in T&D and in IS-U

2-1

Which of the following objects are considered to be technical objects in T&D?

A. Substations B. Overhead lines C. Spare parts, such as bolts D. Transformer stations E. Business partners Substations (A), overhead lines (B), and transformer stations (D) are technical objects in Work Management. The technical objects are modeled by functional locations and equipment. 2-2

Which of the following objects are considered to be technical objects in CCS?

A. Connection objects B. Connection(s) C. Devices D. Registers E. Device locations Connection objects (A), Connections (B), Devices (C), Device locations (E) are technical objects in CCS. The technical objects are modeled by functional locations and equipment. 2-3

Create an equipment master record for a service connection, install the connection in a connection object, create an object link between the connection and transformer, and display all the links to the transformer station. 2-3-1 Create an equipment master for a service connection PE0201A###. Choose Utilities Industry → Technical Master Data → Connection → Create In the Equipment field, enter PE0201A###. In the Valid on field, enter today's date. In the Equipment category field, enter A (Connection). Choose Enter. On the Create Equipment screen, enter Group ## equipment as the equipment description.

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In the General tab, enter 3000 (IUT221 Connection) in the Object type field. In the Location tab, enter U003 in the MaintPlant field. Note that the status of the equipment is AVLB. Save your entries. 2-3-2 Install the connection in a connection object TE0202A###. Choose Utilities Industry → Technical Master Data → Connection → Change. Enter the Equipment, and choose Enter. To install the connection in the connection object, choose Structure → Change InstallLoc. Enter functional location TE0202A### and choose Enter. Note that the status of the object is INST. Save your entries. 2-3-3 Create an object link PE0203A### between the connection PE0201A### and a transformer. Choose Logistics → Plant Maintenance → Management of Technical Objects → Equipment → Object Link → Create. Enter PE0203A### as the link and Technical system - standard as the link category. Choose Enter. In the link description field, enter Gr. ## object link. Enter 00000003 (IUT221 Network) in the Network ID field. The Network ID field provides the identification number of the object network in which the link is to be created. Specify the Link from equip. (service connection) PE0201A### and the Link to equip. (transformer). Participants with work station numbers 01-09 should use transformer TE0204C001. Those with numbers 10-18 should use transformer TE0204C002. Choose Enter. Save your entries.

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2-3-4 Display all links to transformer station TE0204A000 and transformer field TE0204B000. To display the network structure from the Transformer station, choose Logistics → Plant Maintenance → Management of Technical Objects → Functional Location → Display. Select the transformer station TE0204A000 and choose Enter. Choose Structure → Structure list to display the hierarchical structure of the transformer station and transformer field. Choose transformer field TE0204B000. Choose Expand/collapse to display the related transformers. To see the links between the transformer and the connections, select transformer TE0204C001 or TE0204C002 and choose Environment → Links → Link from/to. A list of all the links to connections is displayed. To display the links graphically, set the indicator next to the link and choose Extras → Network graphic → Network.

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3 Processes in Plant Maintenance and Customer Service

Contents:  Notifications and orders  Sales orders

 SAP AG 1999

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3.2 Processes in Plant Maintenance and Customer Service: Unit Objectives

At the conclusion of this unit, you will be able to:  Create notifications and orders  Explain the structure of maintenance and

service orders  Describe the maintenance and service order

cycles  Create sales orders

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3.3 Processes in Plant Maintenance and Customer Service: Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

 SAP AG 1999

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3.4 Processes in Plant Maintenance and Customer Service: Business Scenario

 IDES Energy Inc. has to maintain the installations in the new development. The residents of the new development require various other services,which involve the following business processes: 

Entry of malfunction reports and outage notifications



Maintenance orders for the lines and the transformer station



Sales orders for energy consulting and installing service connections



Service orders for repairing devices



Confirming the orders

 SAP AG 1999

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3.5 Notifications and Orders

 SAP AG 1999

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3.6 Notifications and Orders in Plant Maintenance and Customer Service

 The processes in plant maintenance and customer service involve the following objects 

Notifications



Maintenance orders



Service orders

 Notifications 

Have a purely descriptive function



Do not contain any costs or revenues

 Orders 

Describe the activities to be performed



Must be processed (released, confirmed, settled)



Contain costs (maintenance orders)



Contain costs and revenues (service orders)

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3.7 Notification Types

 Malfunction report  Outage notification  Problem notification 

Customer request for a service

 Maintenance request  Service request  Activity report 

Entry of a service activity after the service has been provided

 Customer complaint  Notification of defects to vendors  Internal problem notification  SAP AG 1999



You can define your own notification types and screen layout and reference objects, for example.

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3.8 Notification Functions

 Entry of incoming maintenance and customer service requests  Access to information on 

Equipment



Customer



Service object



Contracts



Warranties

 Initiation and monitoring of follow-up actions  Technical completion confirmation of services  Description of a serviceable item's condition  Documentation  SAP AG 1999

All mentioned notification types can be created both for functional locations as well as for equipment, with or without an assembly. If these objects are part of a hierarchy, the relevant data is included in the notification. All the data relevant for the equipment and the functional location is copied automatically to the notification if  You are creating a maintenance notification for an assembly of a piece of equipment  The piece of equipment is assigned to a functional location  However, you can also create maintenance notifications without entering an object number if  A malfunction report refers to an object that is not managed using a number in the system,  A maintenance request refers to an object that is to be installed as part of an investment.  The data of the maintenance notification is transferred to the history and is of great importance when performing evaluations and future planning. 

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3.9 Notification Structure

Notification Notification

Date/time/person reporting damage Description Maintenance/service object:Functional location Equipment Assembly Location data Accounting data Downtime/availability Damage location Damage Cause of damage

Notification Notification Description Description items items

Tasks Tasks

Actions Actions

Dates Task description

Activity carried out

 SAP AG 1999

Each maintenance notification shows a notification header. A notification header contains data that is used to identify and manage the maintenance notification. Header data is valid for the whole maintenance notification.  In a notification item you enter and maintain the data specifying the damage or problem or the activity carried out. A notification can have several items.  The tasks describe the worksteps that are to be performed, thus stressing the planning and organizational aspects. You can use the tasks to plan the interaction of different people as the notification is processed and to monitor the completion of the worksteps within a predefined period.  Actions document the work carried out on a notification. They are of particular importance for inspections because they prove that certain worksteps have been performed. 

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3.10 Catalogs

Catalog Catalog types types Tasks Cause of damage Activities Object parts Damage

Code Code groups groups Electrical work Mechanical work . . .

Codes Codes Replace cable Replace fuse Replace starter

 SAP AG 1999

A cross-application catalog system is used for reporting maintenance notifications. The catalog system is structured hierarchically.  The first level of the catalog system is the catalog type. Each catalog type can be subdivided further by means of code groups. You can define individual codes within each group.  For plant maintenance, the standard system contains the following catalog types:  Catalog 2 for tasks  Catalog 5 for causes of damage  Catalog A for activities  Catalog B for object parts  Catalog C for damage  If you would like to define your own catalog types and assign them to PM-relevant catalogs, use catalog types R to Z. 

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3.11 Basic Structure of a Work Order

For For example: example: order order type, type, dates, dates, plant, plant, reference reference object, object, priority, priority, description description

Order Order header header

Object Object list list

Equipment Equipment (assembly) (assembly) Functional Functional locations locations Maintenance Maintenance notifications notifications

Operations Operations

For For example: example: work work center, center, control control key, key, description, description, standard standard time, time, activity activity type, type, wages wages

Material Material list list

For For example: example: materials, materials, quantities, quantities, units units of of measure, measure, storage storage location, location, batch, batch, item item category, category, availability availability

Production Production resources resources

For For example: example: protective protective clothing, clothing, crane, crane, traffic traffic light, light, fire fire extinguisher, extinguisher, signs, signs, excavator excavator

Settlement Settlement rule rule

Costs Costs (planned/actual) (planned/actual)  SAP AG 1999





   



Header data is information used to identify and manage maintenance orders. This information applies to the whole order. Examples of header data are the order number, description, order type, dates for order execution, priority, the person who created the order and the person who last changed it. The object list contains functional locations, equipment, assemblies, maintenance notifications, and/or materials with serial numbers. A single object can be entered in the order header as a reference object. In the object list, several objects can be entered. Operations are used to describe the work to be carried out according to the order (the process includes e.g. the work center, the time required and the control key). Materials are spare parts that are needed and used to execute the order. Production resources (e.g. tools, protective clothing, and special heavy goods vehicles) are also needed to execute the order, but are not actually used in the order. The data in the settlement rule states who is usually responsible for the costs. The data is taken from the master record of the reference object. It can, however, be changed during the first steps of the billing process for the order. The cost data informs you of the estimated costs, as well as the planned and actual costs of the order, the relevant cost categories for the order, the updating of key figures in the PMIS with value categories, and the updating of these key figures with actual costs.

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3.12 Order Processing Steps

Entry/notification Entry/notification Planning Planning Release Release Printing Printing Execution Execution Completion Completion confirmation confirmation Technical Technical completion completion Billing Billing document document

Only for service orders

Settlement Settlement Business Business completion completion  SAP AG 1999



   



Processing begins when a customer or employee reports an outage, a malfunction, or submits another request (for a modification, for example). An order can be created directly or on the basis of a notification. Typical planning tasks include specifying operations, reserving spare parts or determining work hours. The order is then transferred to scheduling and controlling. Availability is checked, required capacity is provided, required shop papers are printed. The execution phase comprises the issue of spare parts from stock and the actual execution of the order. When the work is completed, the actual times required to do the work are backreported/confirmed. Other technical information is also entered to document repair and to record the condition of the technical system. The order is then settled in Controlling. With a service order, billing is performed before the settlement and the customer is invoiced.

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3.13 Fundamental Maintenance Processing Steps

Maintenance Maintenance Planning Planning Plant Plant

Maintenance Maintenance Plant Plant Malfunction, Malfunction, error error Request Request Activity Activity

Request a task

1

Maintenance notification What When Where Technical info Outage

2

Order creation Planning the task Who When, how long Which steps Account assignment Resources Technical information Malfunction Causes 6 Objects affected Activity 7

Work Work Center Center 3

4

Order

Execution Material issue Material procurement Work steps

Conclusion 5 Confirmation

Close

Maintenance history

 SAP AG 1999

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3.14 Work Order Supervisor Meters

Connection object

Business partners SD-Customer Static meter reading note

Work Order

 SAP AG 1999

  

A connection object supervisor (e.g. a janitor) can be automatically assigned to a work order The connection object is determined using a device, a technical installation or equipment Customizing / system settings:  Define static meter reading notes  Define partner determination procedure and function  Define partner function and meter reading notes for the supervisor

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3.15 Printing: Papers for Orders

Proposal Proposal per per order type order type

Operation control ticket Picking list

Job ticket

 SAP AG 1999

 

    

Operation control ticket The operation control ticket provides the maintenance planner responsible with a complete overview of the maintenance order. It also contains detailed information about permits. Job ticket This accompanies the order and provides the person performing the task with an overview of the order. Graphics can be printed on the job ticket if the document management system has been installed. Picking list This informs stockkeeping of the materials picked for each operation. Material withdrawal slip This authorizes the worker to withdraw the materials required for the order. Time tickets These are printed for operations, for which the control key for the order indicates that printing should take place. The worker enters the time that was required to perform the operation. Shop papers can be printed individually for one or more orders at the same time, or for individual operations. They can also be printed retrospectively. As soon as you have printed shop papers for a maintenance order, the system sets the appropriate status and generates a log. You can use the log to determine which papers have already been printed, who initiated this, and when they were printed.

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3.16 Printing Work Orders with IS-U Data

 PM work orders shop papers do not include IS-U data  IS-U shop papers: 

Extension of the PM printing reports



Extension of the PM printing forms



Definition of IS-U shop papers for business processes

 Example: 

IS-U Job Ticket: General shop paper with IS-U data



IS-U Meter Reading: Shop paper for aperiodic meter readings



IS-U Disconnection: Shop paper for collection & disconnection

 SAP AG 1999

Shop papers are documents required for the execution of a maintenance order. PM work orders shop papers do not include IS-U data.  For IS-U, the following shop papers are available:  E030 : IS-U: Job ticket  E080 : IS-U: Disconnection/reconnection  E090 : IS-U: Aperiodic meter reading  The shop papers can be copied from the configuration of the order type. 

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3.17 Time Confirmations Initial Screen

Single entry Collective entry Collective entry via operation list

Scope

Partial confirmation Completion confirmation

Cancellation option Control per order type

Automatic final confirmation Allowed deviations Display of cost log

 SAP AG 1999

The following entry forms are available for the central confirmation function:  Individual entry for each maintenance order and operation (you call up an overview of all operations and sub-operations for a particular maintenance order and enter confirmation data for the desired order operations using the central confirmation function.)  Confirmations for operations are often filled out by the employees executing the operation on a paper form. This data is entered in the system by a typist at a later stage. To facilitate the entry of this data, you can use the collective confirmation.  If certain confirmations have been entered for the operations/sub-operations of a maintenance order, the operations/sub-operations are automatically assigned the status "partially confirmed" by the system.  As soon as all the operations/sub-operations of a maintenance order have been finally confirmed, the maintenance order itself is also assigned the status "finally confirmed".  Confirmations may have been entered for the wrong operations/sub-operations or with incorrect data by mistake. With this in mind, the system provides you with a function for canceling confirmations. 

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3.18 Settling a Maintenance Order

Order profitability

Maintenance order

Settlement rule

Settlement

Costs

Asset Cost center Project (WBS el.) Order Material G/L account Asset under construction

Resources used Labor Material Travel Overheads  SAP AG 1999

Costs are charged to the order through order completions, goods issues, travel expense reporting and so on.  In settlement, costs are transferred to:  Financial Accounting (G/L account)  Asset Accounting (fixed asset)  Inventory Management (material)  Cost Accounting (order, cost center)  The Project System (WBS element, network) 

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3.19 Billing & Settling a Service Order

Order profitability

Service order

Settlement rule

Settlement

Profitability segment or G/L account Resourcerelated billing

Costs Revenue

Billing document

Resources used Labor Material Travel Overheads  SAP AG 1999

  

 

The service has been provided and the customer is to pay for the service received. Costs are charged to the order through order completions, goods issues, travel expense reporting and so on. The billing process is run. As a result of this process, a new cost object (revenue) has been added to the service order. The order is settled to Profitability Analysis (CO-PA) or general ledger: a profitability segment is a combination of account assignment features, such as company code, sales organization, division, customer, article, and sales order. If CO-PA is not in use, costs and revenues can be settled to G/L accounts. During the service order process, costs and revenues are collected in (or assigned to) the order. This is why it is often referred to as a cost collector (not a holder or a container). With service orders without revenues, the costs are settled to the following elements:  Sales document item (for service contracts, for example)  Cost center (for processing warranties)  Orders from Controlling  Work breakdown structure elements  G/L accounts.

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3.20 Settlement Rule

 The order settlement is controlled by the settlement rule.  This determines the sender and receiver for costs and the receiver for revenues of the order.  It is determined automatically on the basis of the object and customer data entered.  Manual changes can be made.

 SAP AG 1999



Prerequisites for settling an order:  The order must be released  A settlement rule must be available  The order must contain costs and revenues that have not yet been settled

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3.21 Sales Orders

 SAP AG 1999

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3.22 Sales Documents

 Customer quotation 

Legally-binding offer to a customer

 Sales order 

Order placed by the customer (which refers to a quotation, for example)

 Orders and quotations usually include the following: 

Items with the offered or ordered quantity of a material or service



Customer and material information



Pricing conditions for each item



Schedule lines and delivery information



Billing information

 SAP AG 1999





  

An overall distinction is made between the following groups of sales documents:  Customer inquiries and quotations  Sales orders  Outline agreements, such as contracts and scheduling agreements  Complaints, encompassing free of charge deliveries, credit/debit memo requests and returns From the sales document, you can create and process deliveries and billing documents. In addition, some sales documents, such as cash sales and rush orders, automatically trigger the creation of subsequent delivery and billing documents. The total quantity can be subdivided between the schedule lines in different amounts and relevant delivery dates. Items can be structured hierarchically. This enables a differentiation according to batches or an explosion of combined materials (BOMs). The valid conditions for the items are listed in the item conditions. The conditions for an item can be derived from a global condition that is valid for the complete quotation or order.

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3.23 Sales Document Flow

Quotation

Order

Delivery Service order

Invoice



Sales documents represent business processes.



The business processes represent a chain of consecutive documents, the document flow.



The R/3 System copies data from one document into another to reduce manual data entry and make problem solving easier.

Contract

Document flow of a sales order Order 900 . Service order 80000459 . . Confirmation 1000000062 . .. Invoice 90000333 . . . Accounting document 100000276

Accounting document

 SAP AG 1999



The document flow displays the progress of a sales order. It shows all the documents associated with the sales order.

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3.24 Structure of a Sales Order

Header Item 1 Schedule line 1 Item 2

Customer-related Customer-related data data for for the the whole whole order order Data Data for for the the material material ordered ordered or or for the service for the service Delivery Delivery information, information, such such as as •• Delivery Delivery quantity quantity •• Delivery Delivery date date •• Service Service order order that that is is linked linked to to the the sales sales order order

Schedule line 1 Schedule line 2

 SAP AG 1999

The sales order is a contractual agreement between a sales organization and a sold-to party about delivering products or providing a service for defined prices, quantities and times. In the sales order, functions such as pricing and printouts are available. The system checks whether the material is available for the requested delivery date and, if necessary, transfers the requirements to materials planning. The system generates shipping dates and points in delivery scheduling.  When you process a sales order using the standard version of the SAP R/3 System, the system can carry out basic functions, including: Price determination Availability check (if this function is defined in the material master record) Transferring requirements to materials planning (MRP) Scheduling agreement schedule line Shipping point and route determination Checking credit limits 

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3.25 Structure of the Billing Document

Billing documents are similar to sales documents in their structure.

Header Item 1

Information Information on on the the whole whole invoice invoice Information Information on on the the material material or or service service that that is is to to be be invoiced invoiced

Item 2

 SAP AG 1999

Billing document is an umbrella term for invoices, credit memos, debit memos, pro forma invoices and cancellation documents.  The billing document is created with reference to a preceding document, to create an invoice or a credit memo.  All billing documents have the same structure. They are made up of a document header and any number of items. 

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3.26 Plant Maintenance and Customer Service Processes: Summary

 The processes in Plant Maintenance and Customer

Service use notifications, maintenance and service orders.

 The standard work order cycle consists of entering,

planning, releasing, printing, executing, confirming, completing, billing, and settling orders.

 Maintenance orders and service orders use the same

structure. Service orders can be billed in a resourcerelated manner and invoiced to the customer.

 Service orders with revenues are settled in profitability

analysis to profitability segments or G/L accounts.

 SAP AG 1999  SAP AG

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3.27Processes in Plant Maintenance and Customer Service: Exercises Unit: Processes in Plant Maintenance and Customer Service Topic: Notifications At the conclusion of these exercises, you will be able to • Understand the notification process • Understand the functions of notifications

1-1

Which of the following elements are functions of notifications? A. Entry of incoming maintenance and customer service requests B. Access to equipment, customer, serviceable, contracts, warranties C. Initiation and monitoring of follow-up actions D. Technical completion confirmation of services E. Description of a serviceable item’s condition F. Documentation

1-2

True or False? The structure of notifications includes header, items, activities and tasks.

1-3

Which of the following are notification types? A. Malfunction report B. Activity report C. Maintenance request D. Service notification E. Customer complaint F. Notification of defects to vendors G. Internal problem notification

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Exercises Unit: Processes in Plant Maintenance and Customer Service Topic: Maintenance Orders At the conclusion of these exercises, you will be able to • Understand the maintenance order functions • Understand the basic structures of maintenance orders

2-1

True or False? 2-1-1 The maintenance order functions are planning, execution, and completion and settlement. 2-1-2 The basic structures of maintenance orders are order definition, network, activities, activity elements and milestones.

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Exercises Unit: Processes in Plant Maintenance and Customer Service Topic: Service Orders At the conclusion of these exercises, you will be able to • Understand the functions of service orders • Describe the structure of the service order and the characteristics of each part of the structure You will now create a service order in the CIC, and then display and release the order. You will also create a time confirmation and create an activity report.

3-1

Describe the three functions of service orders and the characteristics of each function. _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

3-2

Describe the structure of the service order and the characteristics of each part of the structure. _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

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3-3

Create a service order using the CIC. Make sure that the relevant caretaker is also transferred to the service request. Release the order, perform a time confirmation, and create an activity report. 3-3-1 Define business partner TE0501A### as the janitor responsible for the connection object in which business partner TE0301A### lives. 3-3-2 Create a service order using the CIC and the following master data: Business partner number TE0301A### Service orders Create repair order 3-3-3 Display the service order in CIC and release it for processing. Is the janitor entered as the partner? Make a note of the order number. Service order number = ___________________________ 3-3-4 Perform a time confirmation (completion confirmation) for the service order. Use the following data: Service order in the Order field Parameters - Final confirmation. 3-3-5 Create an activity report (notification) for the service order. Use the following data: Notification type S2

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Exercises Unit: Processes in Plant Maintenance and Customer Service Topic: Sales Orders At the conclusion of these exercises, you will be able to • Understand the structure of the sales order • Understand the sales order process • Describe the data stored in the sales document header, items, and schedule lines • Create a sales order and invoice the customer for the service

4-1

True or False? The sales order is a contractual agreement between a sales organization and a sold-to party about delivering products or providing a service for defined prices, quantities and times.

4-2

(Optional) Create a sales order for energy consulting services for your customer. Order Type OR (Standard Order) and enter Organizational data. Business partner TE0302A### as the Sold-to party IUT221 Material for energy consulting and Order quantity.

4-3

(Optional) Create an invoice for energy consulting services for your customer.

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Exercises Unit: Processes in Plant Maintenance and Customer Service Topic: Billing the Service At the conclusion of these exercises, you will be able to • Understand the definition of the billing document • Understand the structure of the billing document • Describe the data found in the billing document header and items

5-1

True or False? 5-1-1 Billing document is an umbrella term for invoices, credit memos, debit memos, pro forma invoices and cancellation documents. 5-1-2 Billing documents and sales documents are the same type of document. They consist of header and schedule line items. The header contains information on the complete invoice. The schedule line items contain information about the material being invoiced.

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3.28Solutions Unit: Processes in Plant Maintenance and Customer Service Topic: Notifications 1-1

Which of the following elements are functions of notifications? G. Entry of incoming maintenance and customer service requests H. Access to equipment, customer, serviceable, contracts, warranties I. Initiation and monitoring of follow-up actions J. Technical completion confirmation of services K. Description of a serviceable item’s condition L. Documentation All of the above are functions of notification.

1-2

True or False? The structure of notifications includes header, items, activities and tasks. True. A notification header contains data that is used to identify and manage the maintenance notification. Header data is valid for the whole maintenance notification. In the notification item, you enter and maintain the data specifying the damage or problem or the activity carried out. Activities document the work carried out on a notification. They prove that certain worksteps have been performed. Tasks describe the worksteps that are to be performed, thereby stressing the planning and organizational aspects.

1-3

Which of the following are notification types? H. Malfunction report I. Activity report J. Maintenance request K. Service notification L. Customer complaint M. Notification of defects to vendors N. Internal problem notification All of the above are considered to be notification types.

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Solutions Unit: Processes in Plant Maintenance and Customer Service Topic: Maintenance Orders 2-1

True or False? 2-1-1 The maintenance order functions are planning, execution, and completion and settlement. True. Components of the planning phase are objects, object links, work centers, operations, capacity planning, materials, BOMs, task lists and costs. The execution phase includes shop papers, material withdrawals, purchase order, goods receipts and invoice receipt. Completion and settlement consists of completion confirmation, technical confirmation, and settlements to cost center, assets, projects, orders, and so on. 2-1-2 The basic structures of maintenance orders are order definition, network, activities, activity elements and milestones. False. The basic structures of maintenance orders consist of header data (information used to identify and manage maintenance orders); object list (functional locations, pieces of equipment, assemblies); operations (describing the work to be carried out on the order); materials (spare parts needed for and used up during the order execution); production resource/tools (tools, protective clothes needed during order execution but not used up); settlement rule (determines who will be debited with the costs); and cost data (estimated, planned and actual order costs).

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Solutions Unit: Processes in Plant Maintenance and Customer Service Topic: Service Orders 3-1

Describe the three functions of service orders and the characteristics of each function. Planning services includes functions such as repair, servicing and inspection, installation, and modification. The characteristics of planning include (1) description of work to be performed, (2) resource planning (internal and external employees, materials and tools) and (3) scheduling for execution. Execution and monitoring includes characteristics such as (1) printout of order papers containing information relevant for execution, (2) documentation of work papers using activity reports and completion of operations and (3) confirmation of times, materials withdrawals, goods receipts and billing documents. Settlement of expenses incurred as a result of the order includes characteristics such as (1) internal settlement of costs and revenues to cost objects or to a contract and (2) external billing of expenses to a customer.

3-2

Describe the structure of the service order and the characteristics of each part of the structure. The order header contains the description, responsibilities, dates, reference objects, settlement rules, and planned and actual costs. Address data, internal and external partners as well as permits can also be assigned to the order header. If the order applies to several serviceable items, these are entered in the object list. If the order has been created from several notifications, these also appear in the object list. The order contains one or more operations. These are the individual worksteps that are 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, which may or may not be stock material, can be assigned to each operation. Tools required for the execution are also assigned to the operation. These may be materials (that is, materials that are not consumed), equipment or documents.

3-3

(C) SAP AG

Create a service order using the CIC. Make sure that the relevant caretaker is also transferred to the service request. Release the order, perform a time confirmation, and create an activity report.

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3-3-1 Define business partner TE0501A### as the janitor responsible for the connection object in which business partner TE0301A### lives. Choose Utilities Industry → Customer Service → Front Office/Customer Interaction Center → Customer Interaction Center Using the search criteria in Front Office, identify your business partner by entering the Business partner number TE0301A###. Choose Enter twice. In the business partner's data environment, open the menu using the right mouse button at premise level and then choose the front office process connection object environment. Select the connection object and choose Change Object. Choose Notes. Enter H1 (caretaker) in the SN (Static note) field. Enter TE0501A### in the Business partner field. Select Enter, save and return to the CIC. 3-3-2 Create a service order using the CIC. In the business partner's data environment, open the menu using the right mouse button at device level and then choose the front office process Create repair order The service order is created in the background. A customer contact is also created. Save the entries on the Create Contact screen. 3-3-3 Display the service order in CIC and release it for processing. Is the janitor entered as the partner? Make a note of the order number. Call up the Documents tab page and choose Refresh. Select Service orders and choose the Change function for the device repair. Change the status of the service order by choosing Put in process. In the dialog box, choose W/o print. Display the service order again and make sure the status has changed to REL. Select the Partner card and check that the caretaker has been entered. Service order number = ___________________________

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3-3-4 Perform a time confirmation (completion confirmation) for the service order. Choose Utilities Industry → Work Management → Processing → Service Processing → Confirmation → Entry → Individual Confirmation (Time) In the Order field, specify the service order number and choose Enter. Select Parameters and set the Final confirmation indicator. Select all of the operations and choose Actual data. You can view the confirmation data of the individual operations by using the Previous operation and Next operation options. Save your entries. 3-3-5 Create an activity report (notification) for the service order. Choose Utilities Industry → Work Management → Processing → Service Processing → Order → Service Order → Change. Choose Notification. In the Notification type field, enter the Notification type S2 (Activity Report). In the activity report, maintain the data on Object part, Damage, and Cause code under Items. Save your entries.

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Solutions Unit: Processes in Plant Maintenance and Customer Service Topic: Sales Orders 4-1

True or False? The sales order is a contractual agreement between a sales organization and a sold-to party about delivering products or providing a service for defined prices, quantities and times. True.

4-2

(Optional) Create a sales order for energy consulting services for your customer. Choose Logistics → Sales and Distribution → Sales → Order → Create. Enter order type OR (Standard Order) and the organizational data. Enter your business partner TE0302A## as the Sold-to party, a Purchase order number, IUT221 Material for energy consulting, and the Order quantity 1. Choose Enter and the material data is automatically completed. Save your entries and note the order number.

4-3

(Optional) Create an invoice for energy consulting services for your customer. Choose Logistics → Sales and Distribution → Sales → Order → Change. Enter your order number and choose Enter. Choose Sales document → Billing Choose the desired items and save.

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Solutions Unit: Processes in Plant Maintenance and Customer Service Topic: Billing the Service 5-1

True or False? 5-1-1 Billing document is an umbrella term for invoices, credit memos, debit memos, pro forma invoices and cancellation documents. True 5-1-2 Billing documents and sales documents are the same type of document. They consist of header and schedule line items. The header contains information on the complete invoice. The schedule line items contain information about the material being invoiced. False. Billing documents are the same as sales documents. They contain header and line items. The header contains information for the entire invoice. The line items contain information about the material being invoiced.

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4 Service Products

Contents:  The service product concept  Variant configuration basics  Configurable service products  Multi-level structure of service objects  Further functions of variant configuration

 SAP AG 1999

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4.2 Service Products: Unit Objectives

At the conclusion of this unit, you will be able to:  Describe the concept of the service product and the service object  Define configurable service products  Use simple variant configuration functions  Describe further variant configuration functions

 SAP AG 1999

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4.3 Service Products: Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

 SAP AG 1999

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4.4 Service Products: Business Scenario

 IDES Energy Inc. wants to create maintenance and service orders more efficiently and offer their customers certain services as products.  To do so, IDES Energy Inc. wants to define service objects and service products that standardize and automate the order creation process. Examples: 

The service product "Create Connection"



The service object "Device Repair"



The service object "Mainline Extension"

 SAP AG 1999

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4.5 The Service Product Concept

 SAP AG 1999

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4.6 The Service Product Work description Resources for work, material..... External resources

Functional location Equipment

Technical Object Task list Service product

Customer order

Service order

Service material Configur.

Sales view Price information

Characteristics Values Dependencies

 SAP AG 1999





  

To process customer-related business transactions, IS-U uses the sales order from Sales and Distribution (SD) and the service order from Customer Service (CS). The service product is a service that is offered and sold in SD and provided in CS. When the SD order is created (or even earlier, when the SD quotation is generated - you specify which of the two in Customizing or in your master data), a service order is automatically generated at the same time. You can also assign a task list to a service product and specify a technical object (a piece of equipment, for example) for which the service is to be carried out. The task list describes the work to be carried out using a list of individual operations. Each operation can be assigned components (materials, production resources/tools) that are necessary for the work to be carried out. Validity periods are also specified for the operations. The service is described in more detail by assigning values to special characteristics for the service product (= configuration). The system copies the task list and the technical object to the service order. Using the configuration in the sales order or in the technical object you can define the task list individually. A material master record of material type DIEN (service) or material type KMAT (configurable material) belongs to each service product

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4.7 The Service Object

Work description Resources for work, material... External resources

Functional location Equipment Technical object

Task list

Service object

PM/SM order

Configur.

Characteristics Values Dependencies  SAP AG 1999



The service object (also known as a compatible unit) is a service product without a sales view. This means that it is not offered to the customer but is sold with a sales order. It is used to create maintenance and service orders in a standardized manner. Like a service product, the service object is also configurable.

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4.8 The Service Product "Install Service Connection"

Service Material

Service Service Product Product "Install "Install Service Service Connection" Connection"

1. Excavation Time: 0.5h per m Tool: Excavator

Configuration Cable per m

60

Excavation per m 150 Connection box Type A Type B

Chars

Task List

Values

2. Protect trench only with loose soil

Soil Condition: Loose 1200 1500

Length:

10m

Connection type: A Discount for work 300 by sold-to party

Work by soldto party

Yes

3. Lay cable Material: X m cable 4. Install connection box Time: 1h Material: Connection box 5. Refill trench Time: 0.2 h per m

Service Service object object Quotation, Quotation, sales sales order order

Service Service order order

 SAP AG 1999



The Service Product plays the central role in service processing for service connection. The clerk enters the configurable service product Install Service Connection as an item in an SD quotation (or directly in the SD order, if created without reference to a quotation) and configures it.

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4.9 Characteristics and Characteristic Values

Division (e.g. electricity)

Cable Quality

Connection Capacity

(e.g. cable type A)

(e.g. 100 A)

Service Product

Total Length

e.g. Install service connection

Work by Sold-To Party

(e.g. 100 m)

(e.g. excavation)

Type of Connection

Soil Condition

(e.g. underground cable, overhead line)

(e.g. normal soil)

 SAP AG 1999

The service product, such as Install Service Connection, can be described precisely with various characteristics.  Characteristic values represent specific instances of characteristics.  You assign the characteristics to the material master record of the service product using the SAP classification system. 

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4.10 Class and Configuration Profile

Service Product Install service connection

Configuration Profile Class 2

Class 1

(e.g. properties describing the service activity)

(e.g. technical properties)

Characteristic 1

Characteristic 2

Characteristic 3

Characteristic 4

(e.g. connection capacity)

(e.g. connection type)

(e.g. soil condition)

(e.g. work by sold-to party)

 SAP AG 1999

A class is a group of objects sharing the same or similar properties. Each class contains characteristics that describe these properties. Allowed characteristic values can be defined for each characteristic.  The configuration profile determines which classes and therefore which characteristics can be used to describe a particular object to be classified.  In the example, two different classes were created: Class 1 contains the technical properties of the service product and Class 2 contains properties that describe the service activity. Allocating characteristics to different classes like this is particularly useful when it comes to modeling the service connection as equipment in PM: you can specify just the technical characteristics in the equipment data while using the service-related characteristics for costing and pricing in the quotation.  

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4.11 Configuration of Service Products

 Configuration is the assignment of characteristic values  The configuration of the service product controls: 

The derivation of operations and components (that is, materials and production resources) for automatic creation of the PM or SM order



Costing and pricing in SD



Configuration of the related equipment

 SAP AG 1999

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4.12 Variant Configuration Basics

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4.13 Components of the Knowledge Base

 Object dependencies describe dependencies between characteristics, characteristic values, and objects  Types of object dependencies 

Precondition



Selection condition



Action



Procedure



Constraint

 The following are called up in the configuration: 

Characteristics



Task lists



Materials

 SAP AG 1999



The information that is called up during the configuration of a material represents the knowledge base of a configuration.

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4.14 Precondition Determines Determines whether whether aa characteristic characteristic or or characteristic characteristic value value can can be be included included in in the the configuration configuration Precondition for a Characteristic Value Characteristic

Characteristic Value

Precondition

Connection box

Type A Type B 40 A 60 A 100 A

Connection box = Type B

Max. elec.

Precondition for a Characteristic Characteristic

Characteristic Value

Connection box

Type A Type B

Flush-type?

Precondition

Connection box = Type B

 SAP AG 1999

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4.15 Selection Condition

Determines Determines whether whether aa characteristic, characteristic, aa task task list list operation, operation, or or aa BOM BOM item item must must be be included included in in the the configuration configuration Selection Condition for a Characteristic Characteristic

Characteristic Value

Connection box

Type A Type B Yes No

Flush-type?

Selection Condition

Connection box = Type B

Selection Condition for a Task List Operation Operation Description

Selection Condition

0010 0020 0030

Soil condition = light Soil condition = normal Soil condition = heavy

Excavation Loose Soil Excavation Normal Soil Excavation Heavy Soil

 SAP AG 1999

Selection Condition for a Characteristic:  The "flush-type" characteristic must be valuated if type B has been chosen as the connection box.  The syntax for this selection condition for the characteristic is: Connection box eq 'B'.  Selection Condition for a Task List Operation:  Depending on the valuation of the soil, one of the possible operations (10, 20, or 30) is copied to the service order.  The syntax for this selection condition for the operation is: Connection box eq 'B'. 

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4.16 Action Sets Sets characteristic characteristic values values Activities Activities can can be be assigned assigned to to characteristics, characteristics, characteristic characteristic values, values, and and configuration configuration profiles profiles Characteristic

Characteristic Value

Connection box

Type A Type B 40 A 60 A 100 A

Max. elec.

Action

Max. elec. = 100 A

Assignment to Characteristic Value Type B: Max. elec. = 100 A Assignment to the Characteristic Connection Box or to the Configuration Profile Install Service Connection: Max. elec. = 100 A if connection box = type B  SAP AG 1999

If type B is chosen as the connection box, the maximum electricity will always be 100A. With type A, 40, 60, or 100A are possible.  The condition can be defined in three different places:  In the characteristic value "B". The syntax is then: $SELF.MAXELECTRICITY = 100.  In the characteristic "Connection box" or in the configuration profile for the service product "Install service connection". The syntax is then: $SELF.MAXELECTRICITY = 100 if connection box = `B`.  If a value is derived for a characteristic, this characteristic is flagged in an action with $SELF. 

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4.17 Procedure and Constraint

Procedure Procedure   Sets Sets characteristic characteristic values values that that can can either either be be changed changed by by other other  

procedures procedures or or changed changed again again manually manually Several Several procedures procedures for for an an object object can can be be organized organized into into an an evaluation evaluation sequence sequence

Constraint Constraint   Describes Describes dependencies dependencies between between several several objects objects and and their their  

characteristics characteristics Monitors Monitors the the consistency consistency of of configurations configurations

 

Is Is assigned assigned to to the the configuration configuration profile profile

 SAP AG 1999

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4.18 Reference Characteristics

 Reference characteristics refer to table fields  The data from the field (format, length) is copied  The field contents can be changed in actions or procedures with reference to reference characteristics  Example: 

The work effort for the excavations is to be calculated from the length of the service connection



Setting the execution factor: Work effort and material quantityare calculated simultaneously from the length



Price determination

 SAP AG 1999

Calculating the work effort for an excavation:  Define a reference characteristic WORK EFFORT with reference to the ARBEI field in the PLPO table. This field is used in the operations of the task lists.  For the operation of the "Perform excavations" task list, the following action is defined: $SELF.WORK EFFORT = LENGTH.  The execution factor (field AUFKT in the PLPO table) can be influenced in the same way. This factor does not only influence the work effort but also the required material quantity.  If the price depends on the configuration, you need a reference characteristic with reference to the VKOND field in the SDCOM table. 

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4.19 Configurable Service Products

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4.20 Defining a Configurable Service Product

Suitable Suitable characteristics characteristics

Object Object dependencies dependencies

Variant Variant class(es) class(es)

Configuration Configuration profile profile with with control control parameters parameters

Configurable Configurable material material Service Service product product

Super Super task task list list with with all all possible possible operations operations

Super Super BOM BOM with with all all possible possible items items

Object Object dependencies dependencies for for elements elements of of the the task task list list

Object Object dependencies dependencies for for BOM BOM items items

 SAP AG 1999

You need to perform various individual steps when setting up the knowledge base for a service product. You need the characteristics that describe the material as a basis. You use the characteristics in a class defined for variant configuration. You maintain object dependencies for the characteristics and characteristic values so that only allowed values can be chosen.  You also maintain the settings required for the configurable material in the material master. You create a configuration profile for the material by defining the configuration parameters and assigning the material to the class with the descriptive characteristics.  The components and operations for a configurable material are defined in a super BOM and super task list. You maintain object dependencies for the operations and components that can only be chosen for certain variants.  Before you use the configuration of a material productively, you should perform a simulation of the configuration to check whether all the data has been maintained correctly.  

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4.21 Configurable Task Lists  Task lists can be configured.  The configuration data is used to determine the required operations and components automatically.  You use object dependencies for the characteristics in question.  You only have to create the super task list.

Super Super Task Task List List

0010 0010 Excavation Excavation (loose (loose soil) soil) 0020 0020 Excavation Excavation (normal (normal soil) soil) 0030 0030 Excavation Excavation (hard (hard soil) soil)

Object Dependencies IF IF Soil Soil condition condition == loose loose IF IF Soil Soil condition condition == normal normal IF IF Soil Soil condition condition == hard hard

0040 0040 Lay Lay cable cable Cable Cable type type A A Cable Cable type type B B 0050 0050 Install Install connection connection box box type type AA Connection Connection box box type type AA 0060 0060 Install Install connection connection box box type type BB Connection Connection box box type type BB

Task List in the Generated Service Order 0020 Excavation (normal soil)

Configuration Configuration of of the the Service Service Product: Product: Soil Soil condition condition == normal normal Connection Connection type type == AA

0040 Lay cable cable type A 0050 Install connection box type A Connection box type A

 SAP AG 1999

A configurable task list enables you to create frequently recurring work orders (such as installation of a service connection) easily and flexibly. To do this, a full specification of the task list must first be defined. Among other things, the task list contains a list of operations, a list of the required materials and production resources/tools and planned times for the operations.  Once the task list is configured, it is included in the generated service order. The operations that are determined using the current configuration data are taken from the super task list using object dependencies. 

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4.22 Configuration and Pricing

Service Service Product Product Install Install Service Service Connection Connection •• Length up to 10m Length up to 10m •• Connection Connection box box type type A A •• Not work by sold-to party Not work by sold-to party

3000 3000

Characteristics Characteristics of of Service Service Product: Product: •• Extra Extra length? length? •• Connection Connection box box •• Work Work by by sold-to sold-to party? party? Condition Condition Records: Records: •• Extra Extra charge charge for for extra extra length length •• Discount Discount for for work work by by sold-to sold-to party party •• Extra Extra charge charge for for connection connection boxes boxes type type B B

SD SD Pricing Pricing



250 250 10% 10% 300 300

Total Total Price Price

 SAP AG 1999

Quotation, Quotation,sales salesorder order

You can define a base price for a configurable material. The price also depends on the properties resulting from the characteristic value assignment.  You can define surcharges and discounts using characteristics and characteristic values in conjunction with condition records.  Information identifying the condition records to be considered for pricing is sent to SD. 

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4.23 Defining Pricing

 Create a reference characteristic with reference to field VKOND in table SDCOM.  Define condition records for condition type VA00 (absolute amounts) or VA01 (percentage amounts).  The pricing procedure in SD must consider VA00 or VA01.  Two possible links to the service product: 

Link the condition record to the characteristic value.



Create object dependencies with condition records to valuate the reference characteristic and assign them.

 SAP AG 1999

For the surcharges and discounts, you define variant conditions in table SDCOM. For variant conditions, there are the condition types VA00 (absolute amounts) and VA01 (percentage amounts). You create variant conditions with reference to a material, a distribution channel, and a sales organization. Either VA01 or VA00 can be used in pricing. You can choose the any keys you want for the condition records (note: the difference between lower and upper-case spelling).  You control when a surcharge or discount will take place by assigning characteristic values or using object dependencies. You call up the condition table in the object dependencies using a reference characteristic that refers to table SDCOM and field VKOND.  You have two options for determining when a surcharge or discount will take place:  From the link between the characteristic values and the keys of the condition records  From object dependencies: the valuation is performed using the reference characteristic with the keys of the condition records.  In the object dependencies (actions, procedures), the reference characteristic (here "surcharge") is valuated with the keys of condition records in certain circumstances. $SELF. = `Key of the condition record´ if Example: $SELF.SURCHARGE = `Extra charge_xyz´ if CONNECTION BOXES eq `TypeB´ 

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4.24 Copy of the Settlement Rules

Service Service product product

Create a work order in combination with the service product

Refers to Model Model work work order order

Work Work order order

Contains Settlement Settlement rules rules

Contains

Copy of the settlement rules

Settlement Settlement rules rules

 SAP AG 1999

In PM, the settlement rules are usually set in line with the reference object and Customizing. Improvement in IS-U Work Management  Presetting the settlement rules of the service product  The service product refers to a work order that contains the settlement rules for this service product  The presetting based on the service products enables the settlement rules to depend on  The service  The regional structure  

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4.25 Technical Reference Object for a Service Product  The service product may refer to a technical object.  The following reference types are possible: 

No reference (e.g. energy consulting)



Object can be specified



Object must be specified (e.g. repairs, service connection amplification)



Object is automatically specified (e.g. create service connection)

 The following reference object types are possible: 

Functional location



Equipment master record



Material in combination with a serial number

 The reference object provides a basis for the service order.It can fill the characteristics of the service product with values from the internal configuration or classification.  SAP AG 1999

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4.26 Characteristic Inheritance

Service product

A)

New technical object

Configuration

Configuration

Char. 01

Char. 01

Char. 02 Char. 03

B)

Creating a new technical object (such as a new service connection)

Technical reference object Configuration Char. 01 Char. 02 Char. 03

Char. 02 Values are copied for characteristics with the same name Using a service product with reference to an existing technical object (such as service connection amplification)

Service product Configuration Char. 01 Char. 02

Values are copied for characteristics with the same name

 SAP AG 1999

When a service connection is installed, a new technical object (the connection as equipment) is generated. This can be performed together with creating the service order. If this piece of equipment is configurable, the technical data from the configuration of the service product can be transferred automatically to the equipment configuration.  When an existing service connection is changed (with a connection amplification, for example), the appropriate equipment can be copied from the work order as a reference object.  In Customizing, you can define whether a reference object must or can be specified for automatic creation of a work order by an SD document. If a reference object has to be specified, the clerk must specify the relevant piece of equipment (the existing connection) when creating the SD document (quotation or order). The technical data from the equipment configuration is transferred to the configuration of the service product as a set of default values. Once the technical data in the configuration of the service product is adjusted, a service order is generated automatically, and the piece of equipment is transferred to the service order as a reference object. Once the work has been performed, the technical data in the equipment configuration can be updated. 

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4.27 Copying the Configuration

Quotation Quotation

Billing Billing document document

Sales Sales order order

Technical Technical object object

Service Service product product

Technical Technical object object

Service Service product product

ConfiguConfigu Configu-ration ration

ConfiguConfigu Configu-ration ration

ConfiguConfigu Configu-ration ration

ConfiguConfigu Configu-ration ration

Task Task list list

Service Service order order

Example: Example: Repair Repair work work to to aa service service connection connection

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4.28 Multi-Level Structure of Service Objects

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4.29 Multi-Level Service Objects

Operation Operation 10: 10: Excavate Excavate Service object Mainline extension

Task List

Operation Operation 20: 20: Set Set up up mast mast

Service Service object object

Operation Operation 30: 30: Cable Cable Operation Operation 40 40 :: Set Set transformer transformer

Service Service object object

Operation Operation 10: 10: Prepare Prepare base base

Service object Install a transformer

Operation Operation 20: 20: Prepare Prepare mast mast Operation Operation 30: 30: Install Install

Task List

Operation Operation 40: 40: Connect Connect  SAP AG 1999

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4.30 Configuration in a Multi-Level Structure

Service Service object object 1000 1000

Config. Config. for for 1000 1000

Service Service object object 1100 1100

Config. Config. for for 1100 1100

Service Service object object 1110 1110 Config. Config. for for 1110 1110 Service Service object object 1120 1120

Service Service object object 1200 1200

No No config. config.

No No config. config. Service Service object object 1210 1210 Config. Config. for for 1210 1210 Service Service object object 1220 1220

Service Service object object 1300 1300

Config. Config. for for 1300 1300

Service Service object object 1400 1400

Config. Config. for for 1400 1400

No No config. config.

Config. for for 1230 1230 Service Service object object 1230 1230 Config.

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4.31 Multi-Level Order Structure

Work order hierarchy according to the multilevel structure of the service product

SD SD document document

Item Item 10 10

Service Service product product

Work Work order order Work Work order order

Item Item 20 20

Service products with multi-level structures

Work Work order order Work Work order order Work Work order order

Item Item 30 30

Service Service product product

Work Work order order Work Work order order Work Work order order

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4.32 Further Functions of Variant Configuration

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4.33 Variant Tables and Object Dependencies

 Variant tables describe combinations of characteristic values 

To represent allowed combinations



To calculate or derive characteristic values

 A table can represent dependencies between many characteristics 

One table instead of several dependencies



Clearer overview



Simpler representation of the object dependencies

 SAP AG 1999

In selection conditions, preconditions, constraints, and in the condition part of actions and procedures, your role is to check the consistency of the values. Preconditions can also be used as input help.  With actions, procedures, and constraints, tables can be used to derive values. 

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4.34 Example: Table with Service Connection

"Service Connection" Table Model

Box

Length

Soil

Electricity

Standard

Type A

< 10 m

normal

60A

Service+

Type B

< 10 m

normal

100A

Handyman

Type A

> 10 m

heavy

40A

Work by soldto party

X



Further values can be derived in an action from the key field "Model"



The table access must be unique

 SAP AG 1999

The syntax for using the table in an action:  TABLE SERVICE CONNECTION (MODEL = MODEL, BOX = $SELF.BOX, LENGTH = $SELF.LENGTH etc.)  You can link this action to the configuration profile. 

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4.35 Functions

 You can use ABAP programs and external routines for the configuration.  Procedure: 

Write an ABAP program.



Create a function in variant configuration that calls up the ABAP program.

 In each object dependencies, you can refer to the function. 

Key word: function



Same reference (syntax) as for tables

 You can use data from external systems for the characteristic definition.

 SAP AG 1999



An example of using external data for defining characteristics is as follows:  In an external system, data regarding location, type and dimensions of lawns are maintained.  In SAP, there are characteristics defined that correspond to the types of operations and resources required based on the data identified in the external system. Depending on the location, type and dimensions of the lawn, a different operation of the service order will be saved.

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4.36 Example: Summary of Operations  Objective: 

Summary of operations of a work center in a work order



Estimation, scheduling, and confirmation are only performed for summarized operations

Configurable Configurable Task Task List List

Work center 01 Work center 02

Excavation loose soil Excavation normal soil Excavation hard soil Lay cable

Function : sum_time_01

Install connection box A Install connection box B Restore surface

Function : sum_time_02

Operation summary work center 01 Operation summary work center 02

Function : store_time_01 Function : store_time_02

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4.37 Summary (1)

 Service products and service objects standardize the processes involved in creating maintenance and service orders.  Service products describe a service offered to the customer.  Service products contain the following information: 

SD view (description of the service, price information, sales BOM)



Internal view (task list, internal and external resource requirements)



Characteristics for precise description

 You can also create a multi-level hierarchy with service products  SAP AG 1999  SAP AG

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4.38 Summary (2)

 The characteristics and service products are valuated in the configuration.  Characteristics are grouped into classes and in the configuration profile.  Various objects can be linked in the configuration using object dependencies.  Object dependencies also influence configurable task lists and pricing.  You can also use tables, ABAP programs, and external routines for the configuration.

 SAP AG 1999  SAP AG

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4.39Service Products: Exercises Unit: Service Products Topic: The Service Product Concept At the conclusion of these exercises, you will be able to • Describe what the configuration of the service product controls • Understand the terms class, characteristics and configuration profile • Provide examples of characteristics and characteristic values for the service product • Create a service product and links to the classes and characteristics The scenario involves viewing classes already set up in the training system. Once you understand classes, you create a new configurable material for the installation of a service connection. After this is set up, you link the service product to the characteristics of the classes already set up in the system. 1-1

True or False? A service product consists of a service material, configuration and task list.

1-2

What does the configuration of the service product control? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________

1-3

True or False? 1-3-1 Service product configuration is accomplished using classes, characteristics and the configuration profile. 1-3-2 A class is a group of objects sharing the same or similar properties. 1-3-3 Characteristics contain classes that describe properties. Characteristic values can be defined for each characteristic. 1-3-4 The configuration profile determines the operations and components, as well as the characteristics, that can be used to describe a particular object to be classified.

1-4

Display the classes TECH and SERVICE. Enter the class TECH, the class type 300 (variants), and choose Enter.

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1-4-1 Which characteristics does the class TECH contain? 1-4-2 Which value set exists for the characteristic CONNECTION_TYPE? 1-4-3 Which characteristics are contained in the class SERVICE? 1-4-4 Which value set exists for the characteristic SOIL_CONDITION? 1-5

Create a new configurable material for the installation of a service connection. Use the material TE_CONN_SERVICE as a reference. 1-5-1 Create a new configurable material PE0402A### for the utilities industry with the following default values for the organizational levels of the material to be created and the reference material: Field

Entry

Plant

U003

Sales organization

U300

Distribution channel

U3

Use the table below to enter data in the views of the material.

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View

Field

Entry

Basic data 1

Material

Service Product Group ##

Base unit of measure Division Weight unit

ST 01 KG

Basic data 2

Indicator Material is configurable

X

Sales: sales org. 1

Delivering plant Tax classification for VAT

U003 1

Sales: sales org. 2

Matl statistics grp Account assignment group Item category group

1 02 LEIC

Sales: general/plant

Availability check Transp. grp LoadingGrp

KP 0001 0001

MRP 1

MRP type

ND

MRP 3

Period indicator Strategy group

M 84

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Costing 2

Valuation class Price control Price unit Standard price

7900 S 1 2500

1-5-2 Specify a price (UNI 3000) for your service product. Enter the sales organization U300 and the distribution channel U3. The price should be valid indefinitely from today’s date. In the table of conditions, enter PE0402A### in the Material field, 3000 in the Amount field and UNI in the Unit field. 1-5-3 Define the material as a service product. Use the maintenance planning plant U003 and the work center 16/3. Do not assign a general maintenance task list or a reference object at this stage. Choose New entries, and enter your service product as follows: Plnt (planning plant) U003 ServiceProductPE0402A### Work ctr (work center) 16/3 Plnt U003 You can leave the other fields empty. 1-6

Link your service product (PE0402A###) with the characteristics of the classes TECH and SERVICE. 1-6-1 Create the new configuration profile PE0402A### for your service product. Use the class type 300. 1-6-2 Allocate the classes TECH and SERVICE.

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Exercises Unit: Service Products Topic: Configurable Task List At the conclusion of these exercises, you will be able to • Understand the purpose of the configurable task list • Describe the link between the configurable service product and task list • Create a configurable task list and create an object dependency to operations in the list using a selection condition and an action. • Create a configuration profile for the task list • Create a maintenance order using the task list and influence the operations in the task list using the characteristic values The utilities company wants to use characteristic values to influence the operation list that describes the work to be performed for a standard service connection. This includes selecting the operations to be included in the list as well as determining parameters, such as the work required.

2-1

True or False? 2-1-1 A configurable general maintenance task list (PM task list) enables you to create frequently recurring work orders (such as installation of a service connection) easily and flexibly. A task list contains a list of operations, a list of the required materials and production resource/tools, and planned times for the operations. 2-1-2 There is no link between the configurable service product and the configurable task list.

2-2

Create the task list TE_### and a configuration profile for the task list with the classes TECH and SERVICE. 2-2-1 Create the task list TE_###. Use the existing task list CO_TEMP as a reference. Set the status for the task list in the task list header to 4 (Released (general)) and enter the description Standard Service Connection Group ###. 2-2-2 What are the names of the operations contained in the task list? 2-2-3 Create a configuration profile with the classes TECH and SERVICE for task list TE_###. Assign the name Standard Service Connection ### to the profile.

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2-3

Create an object dependency for the operations in the task list TE_### using the characteristics in TECH and SERVICE. 2-3-1 Create a selection condition for operation 0020 Extra work: protect trench. The operation is only to be executed if the following condition applies: Soil Condition = 1. 2-3-2 Display the reference characteristic PLPO_ARBEI. Which database field is used as a template for this field? 2-3-3 The PLPO_ARBEI characteristic can be used to influence the value of the database field for the work of the operation. Create an object dependency to set the value of the work of operation 0040 to 0.2 x connection length. Create the object dependency with the following syntax: $self.plpo_arbei = length * 0.2

2-4

Create a maintenance order. The operations for the order are to be copied from the task list TE_###. Use the characteristic values to influence the operations in the task list. 2-4-1 Create a maintenance order of type PM01. Enter the following values in the order header: Field Name or Data Category

Values

Planner group

100/ U003

Mn.wk.ctr

13/3 Electricity Workshop

Basic start

Today’s date

Short text

Maintenance Order with Task List TE_###

2-4-2 Copy the operation list from the general maintenance task list TE_###. Use the following values for the characteristics:

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Field Name or Data Category

Values

Soil Condition

2 (Normal soil)

Extra Length

No entry

Work by Sold-to Party

No entry

Connection Type

Connection type A

Connection length

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Can you see the operation 0020 Extra work: protect trench here? Explain why. ________________________________________________________ ________________________________________________________ ________________________________________________________ What is the value for the work of operation 0040? Explain how this value is determined. ________________________________________________________ ________________________________________________________ ________________________________________________________ 2-4-3 Copy the operation list from task list TE_### and change the characteristic values as follows: Field Name or Data Category

Values

Soil Condition

1 (Loose soil)

Extra Length

No entry

Work by Sold-to Party

No entry

Connection Type

Connection Type B

Connection length

20 m

Can you see the operation 0020 Extra work: protect trench here? Explain why. ________________________________________________________ ________________________________________________________ ________________________________________________________ What is the value for the work of operation 0040? Explain how this value is determined. ________________________________________________________ ________________________________________________________ ________________________________________________________ Save your entries and make a note of the order number ._______________________

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Exercises Unit: Service Products Topic: Copying the Configuration from the Order to the Equipment 3-1

(Optional) Create a sales order, a service order, and a service connection. 3-1-1 Create a sales order with the material CREATE_CONNECTION for customer TE0301A0##. Use the data from the following table to do so. Configure the service connection. Order Type

OR

Sales organization

U300

Distribution channel

U3

Division

01

3-1-2 Display the sales order and the related service order. Has a piece of equipment already been entered in the service order? 3-1-3 Release and close the service order. 3-1-4 Display the equipment that was created with the service order. Which characteristics have been copied to the configuration? Why were these characteristics copied?

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4.40Service Products: Solutions Unit: Service Products Topic: The Service Product Concept

1-1

True or False? A service product consists of a service material, configuration and task list. True. Service products describe a service offered to the customer, for example, install service connection. In addition to the service product, you define a configurable service material, which describes the service and also contains price information. Since the service must be performed internally or by third parties, a configurable task list is allocated to the service material.

1-2

What does the configuration of the service product control? Costing and pricing in SD The derivation of operations and components (that is, materials and production resources) for automatic creation of the PM order Equipment configuration (technical data for the service connection is stored in the piece of equipment)

1-3

True or False? 1-3-1 Service product configuration is accomplished using classes, characteristics and the configuration profile. True 1-3-2 A class is a group of objects sharing the same or similar properties. True 1-3-3 Characteristics contain classes that describe properties. Characteristic values can be defined for each characteristic. False. Each class contains characteristics that describe these properties. Characteristic values can be defined for each characteristic.

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1-3-4 The configuration profile determines the operations and components, as well as the characteristics, that can be used to describe a particular object to be classified. False. The configuration profile determines the classes, as well as the characteristics, that can be used to describe a particular object to be classified. 1-4

Display the classes TECH and SERVICE. Choose Work Management → Master Data → Classification System → Classes Enter the class TECH, the class type 300 (variants), and choose Enter. 1-4-1 Which characteristics does the class TECH contain? Choose Characteristics. An overview appears of the allocated characteristics. The characteristics in this case are CONNECTION_TYPE and CONNECTION_LENGTH. 1-4-2 Which value set exists for the characteristic CONNECTION_TYPE? You determine the value set for the characteristic CONNECTION_TYPE by placing the cursor on the line for the characteristic and choosing Display values. The allowed characteristic values for the characteristic CONNECTION_TYPE are A and B. 1-4-3 Which characteristics are contained in the class SERVICE? Choose Other object and enter SERVICE in the Class field The class SERVICE contains the characteristics SOIL_CONDITION, EXTRA_LENGTH and WORK_BY_SOLD_TO_PARTY. 1-4-4 Which value set exists for the characteristic SOIL_CONDITION? The procedure is described above. The allowed characteristic values for the characteristic SOIL_CONDITION are 1 (loose soil), 2 (normal soil) and 3 (heavy soil).

1-5

Create a new configurable material for the installation of a service connection. Use the material TE_CONN_SERVICE as a reference. 1-5-1 Create a new configurable material PE0402A### for the utilities industry. Choose Work Management → Master Data → Service Product → Create Configurable Material In the Material field, enter PE0402A### and enter Utilities in the Industry sector field. Enter the Material TE_CONN_SERVICE as the reference material. Choose Select view(s). A dialog box appears. Choose the views specified in the table below. Enter the following data in the dialog box that appears. Enter the same values in the Copy from column. (You can leave the organizational level Storage location blank.).

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Field

Entry

Plant

U003

Sales organization

U300

Distribution channel

U3

Choose Enter. Use the table below to enter data in the views. Most of the data has already been copied from the reference. You can confirm the message “You have not yet created an EAN” with Enter. Once the specifications are entered, save the material.

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View

Field

Entry

Basic data 1

Material

Service Product Group ##

Base unit of measure Division Weight unit

ST 01 KG

Basic data 2

Indicator Material is configurable

X

Sales: sales org. 1

U003 Delivering plant Tax classification for VAT 1

Sales: sales org. 2

1 Matl statistics grp Account assignment group 02 LEIC Item category group

Sales: general/plant

Availability check Transp. grp LoadingGrp

KP 0001 0001

MRP 1

MRP type

ND

MRP 3

Period indicator Strategy group

M 84

Costing 2

Valuation class Price control Price unit Standard price

7900 S 1 2500

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1-5-2 Specify a price (UNI 3000) for your service product (valid from today’s date). Choose Logistics → Sales and Distribution → Master Data → Conditions → Create. Then choose Prices → Material Price. Choose Create. Enter the sales organization U300 and the distribution channel U3. Enter PR00 in the Condition type field, PE0402A### in the Material field, 3000 in the Rate field, UNI in the Unit field, and today's date in the Valid on field. Choose Enter to confirm and then save your work. 1-5-3 Define the material as a service product. Use the maintenance planning plant U003 and the work center 16/3. Do not assign a general maintenance task list or a reference object at this stage. Choose Work Management → Master Data → Service Product → Maintain Service Product Choose New entries, and enter your service product as follows: Plnt (planning plant) U003 ServiceProduct PE0402A### Work ctr (work center) 16/3 Plnt U003 You can leave the other fields empty. Save the entry. 1-6

Link your service product (PE0402A###) with the characteristics of the classes TECH and SERVICE. Choose Work Management → Master Data → Configuration Profile → Create. 1-6-1 Create the new configuration profile PE0402A### for your service product. Use the class type 300. In the dialog box, select Material, if necessary. Enter the material number of the service product (PE0402A###) in the field Material. Enter today's data in the Valid from field. Choose Enter. Choose Profile overview. In the Profile name field in the table, enter PE0402A### and for the Class type field select 300 (variants). Choose Enter. 1-6-2 Allocate the classes TECH and SERVICE. Choose Class assignments and assign the two classes to the configuration profile. Save the entry.

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Solutions Unit: Service Products Topic: Configurable Task List

2-1

True or False? 2-1-1 A configurable general maintenance task list (PM task list) enables you to create frequently recurring work orders (such as installation of a service connection) easily and flexibly. A task list contains a list of operations, a list of the required materials and production resource/tools, and planned times for the operations. True 2-1-2 There is no link between the configurable service product and the configurable task list. False. A link is created between the configurable service product and the configurable task list when the service products are defined.

2-2

Create the task list TE_### and a configuration profile for the task list with the classes TECH and SERVICE. 2-2-1 Create the task list TE_###. Use the existing task list CO_TEMP as a reference. Set the status for the task list in the task list header to 4 (Released (general)) and enter the description Standard Service Connection Group ###. Choose Work Management → Master Data → General Task List → Create. In the Group field, enter TE_###. Choose Copy reference. Choose General maintenance task list in the dialog box that appears and then Continue. In the Group field, enter the reference HA_STAND and choose Continue to create the task list. In the status field of the task list header, enter 4 (Released (general)). Enter the description Standard Service Connection Group ###. Choose Copy to copy the operations from the reference and save your data. 2-2-2 What are the names of the operations contained in the task list?

•

Perform excavation

•

Extra work: protect trench

•

Lay cable

•

Refill trench Save the entries. 2-2-3 Create a configuration profile with the classes TECH and SERVICE for task list TE_###. Assign the name Standard Service Connection ### to the profile.

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Choose Work Management → Master Data → Configuration Profile → Create. If a material-based configuration profile from one of the previous exercises is specified in the screen, choose Change configurable object → General maintenance task list. Confirm your entries.

Choose General maintenance object as the configurable object. Enter the group number TE_### and 01 and choose Enter. Enter the standard service connection ## in the Profile name field and 300 in the Class type field. Choose Class assignments to assign the classes TECH and SERVICE. Enter TECH and SERVICE in the class list and display the characteristics by clicking Enter. Save the configuration profile. 2-3

Create an object dependency for the operations in the task list TE_### using the characteristics in TECH and SERVICE. 2-3-1 Create a selection condition for operation 0020 Extra work: protect trench. The operation is only to be executed if the following condition applies: Soil Condition = 1. Choose Work Management → Master Data → General Task List → Change. Enter TE_### in the Group field and choose Enter to call up the task list in change mode. Select the operation 0020 Extra work: protect trench and choose Extras → Object dependencies → Editor. Choose Selection condition and Enter. In line 0010 of the Edit Dependency screen, enter the text Soil Condition = 1 and save your data. 2-3-2 Display the reference characteristic PLPO_ARBEI. Which database field is used as a template for this field? Choose Work Management → Master Data → Classification System → Characteristics Enter PLPO_ARBEI in the Characteristic field and choose Enter. Choose Additional data. This data shows that the characteristic is based on the ARBEI field in the PLPO table. 2-3-3 The PLPO_ARBEI characteristic can be used to influence the value of the database field for the work of the operation. Create an object dependency to set the value of the work of operation 0040 to 0.2 x connection length.

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Create the object dependency with the following syntax: $self.plpo_arbei = length * 0.2

Choose Work Management → Master Data → General Task List → Change. Enter TE_### in the Group field and choose Enter to call up the task list in change mode. Select the operation 0040 Refill trench and choose Extras → Object dependencies → Editor. Choose Action and Enter. In line 0010 of the Edit Dependency screen, enter the text $self.plpo_arbei = connection_length * 0.2 and save your data. 2-4

Create a maintenance order. The operations for the order are to be copied from the task list TE_###. Use the characteristic values to influence the operations in the task list. 2-4-1 Create a maintenance order of type PM01. Enter the following values in the order header: Field Name or Data Category

Values

Planner group

100/ U003

Mn.wk.ctr

13/3 Electricity Workshop

Basic start

Today’s date

Short text

Maintenance Order with Task List TE_###

Choose Work Management → Processing → Maintenance Processing → Order → Create (General). Enter PM01 in the Order type field and U003 in the Plng plant field. Choose Enter to create the order. Enter the data listed above in the order header. 2-4-2 Copy the operation list from the general maintenance task list TE_###. Use the following values for the characteristics:

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Field Name or Data Category

Values

Soil Condition

2 (Normal soil)

Extra Length

No entry

Work by Sold-to Party

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Connection Type

Connection type A

Connection length

10 m

To copy the operation list from the task list, choose Extras → Task list selection → Direct entry. In the Task List Direct Input dialog box, enter TE_### in the Task List Group field. If a dialog box appears with the question "Should operations be deleted?", choose Yes to overwrite the values assigned before the characteristics and the operations copied to the operation list. Enter the characteristic values as specified above. Choose Back and then Operations to display the operation list. Can you see the operation 0020 Extra work: protect trench here? Explain why. Operation 0020 Extra work: protect trench is not contained here since the selection condition for operation 0020 stipulates that the operation is only included if the soil condition = 1. What is the value for the work of operation 0040? Explain how this value is determined. The value for the work of operation 0040 is 2.0h. It is determined using the action dependency plpo_arbei = connection_length * 0.2. 2-4-3 Copy the operation list from task list TE_### and change the characteristic values as follows: Field Name or Data Category

Values

Soil Condition

1 (Loose soil)

Extra Length

No entry

Work by Sold-to Party

No entry

Connection Type

Connection Type B

Connection Length

20 m

To copy the operation list from the task list, choose Extras → Task list selection → Direct entry. In the Task List Direct Input dialog box, enter TE_### in the Task List Group field. Enter the characteristic values as specified above. Choose Next screen to validate the values and then Operations to display the operation list. (C) SAP AG

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Can you see the operation 0020 Extra work: protect trench here? Explain why. Operation 0020 Extra work: protect trench should now be contained here since the selection condition for operation 0020 Soil condition = 1 is now met. What is the value for the work of operation 0040? Explain how this value is determined. The work for operation 0040 is 4.0 h. The value is determined using the action dependency plpo_arbei = connection_length * 0.2. Save your entries and make a note of the order number. _____________________.

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Solutions Unit: Service Products Topic: Copying the Configuration from the Order to the Equipment 3-1

(Optional) Create a sales order, a service order, and a service connection. 3-1-1 Create a sales order with the material CREATE_CONNECTION for customer TE0301A0##. Use the data from the following table to do so. Configure the service connection. Order Type

OR

Sales organization

U300

Distribution channel

U3

Division

01

Choose Work Management → Processing → Service Processing → Order → Sales Order → Create. Enter the data from the table. Enter the sold-to party, the purchase order number, the material, and the order quantity. Confirm the message that appears by choosing Enter. Configure the service connection with values of your choice and choose Next screen. Save the entries. 3-1-2 Display the sales order and the related service order. Has a piece of equipment already been entered in the service order? Choose Work Management → Processing → Service Processing → Order → Sales Order → Display. Select the item and choose Schedule lines for item. Choose Service order. The equipment has already been entered in the service order as a reference object. 3-1-3 Release and close the service order.

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Choose Work Management → Processing → Service Processing → Order → Service Order → Change. Choose Release and Complete (technically). Confirm the messages output by the system. 3-1-4 Display the equipment that was created with the service order. Which characteristics have been copied to the configuration? Why were these characteristics copied? Choose Work Management → Processing → Service Processing → Order → Service Order → Display. Double-click the equipment that is the reference object in the service order. Choose the Configuration data tab page and Display. The characteristics connection type and connection length have been copied. These two characteristics have been copied because the service product CREATE_CONNECTION is linked to the reference equipment CONNCONFIG. You can display this information by choosing Work Management → Master Data → Service Product → Create Service Product. The reference equipment CONN-CONFIG contains material CONN_TECH in the configuration, which contains the two copied characteristics. You can display this information by choosing Logistics → Plant Maintenance → Management of Technical Objects → Equipment → Display. Material CONN_TECH is on the Configuration data tab page.

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5 Installation Services

Contents:  The workflow "Install Service Connection"  Link between SD and CS

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5.2 Installation Services: Unit Objectives

At the conclusion of this unit, you will be able to:  Execute the workflow "Install Service Connection"  Describe the link between SD and PM

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5.3 Installation Services: Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

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5.4 Installation Services: Business Scenario

 Installing a service connection is a process that lasts a few days and involves several employees from IDES Energy Inc. This process will, therefore, be controlled by a workflow that monitors the entire process and sends the required information automatically to all the employees involved.  The process starts with a quotation for the customer - a configurable service product is used here - and ends with invoice creation.

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5.5 The Workflow "Install Service Connection"

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5.6 Quotation Processing

Customer 1

3

IS-U

Front office Workflow

SD

2 Customer inquiry

CS

Quotation

6 Service order

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Event: a customer requests a quotation for the installation of a service connection. Steps:  The clerk identifies the customer using the front office (1) or (in the case of customers not yet defined in the system) creates a master record for the customer.  The clerk creates an SD customer quotation (2), which may relate to an SD inquiry.  The quoted service (for example, the service product Install_Service_Connection) is entered as an item in the quotation. The clerk has to specify the characteristics of the service here.  A quotation notification is created and sent to the customer (3).  A service order can be created automatically in the background, parallel to the quotation (in CS) (6).  The service connection processing costs can be calculated on the basis of certain characteristics of the service (such as technical conditions, or service-related criteria), or the flat rate is calculated in the SD quotation.  

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5.7 Order Processing

Customer 4

IS-U

Front office Workflow

SD

5 Customer inquiry

CS

Quotation

Sales order

6 Service order

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Event: the customer accepts the quotation (4). Steps:  If it is necessary, the clerk requests a down payment from the customer.  An SD order is created (5); the order item(s) can be transferred automatically from the SD quotation.  A service order is created automatically in the background (in CS) (6), if it was not created when the quotation was created.  The service order is put in process, and the documents required by the technician to carry out the connection (known in PM as "shop papers") are printed.  The service order contains a description of the operations to be performed and also of materials required. When operations are assigned externally, the external service can be purchased using the purchasing component from the Materials Management (MM) component. The required materials can be provided internally using a reservation or externally using a purchase order. Both functions are processed in MM.  In the service order, all planned costs and all costs actually incurred (after order closing) are managed.  

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5.8 Order Closing and Billing

Document

Customer

11 10

IS-U

Front office

FI-CA

Invoice

Workflow

SD

9 Customer inquiry

Sales order

Quotation

Billing request

Billing

Alternative

8

CS 7

Work order

IS-U Invoicing

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Event: the connection is installed on site (7). Steps:  The service order is returned and completed.  In the case of resource-related settlement of the service, an SD billing request is created from the service order (8). The costs of the service order actually incurred are taken as a basis for this.  SD billing is initiated (9) and posted. If the service is to be billed according to actual costs, then the resource-related billing document is used on the basis of the billing request. In the case of flat-rate settlement of the service, the SD order forms the basis for billing.  A debit position can be provided for the billed amount in FI-CA (10). Down payments can also be entered in FI-CA.  As an alternative to billing in SD, the service can be invoiced in IS-U. In this case, you can either print out the invoice immediately or consider the invoiced amount from the service connection processing in the first consumption billing run.  

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5.9 Workflow Structure Create Quotation

Accept Quotation

Create Sales Order

Request service connection

Request Down Payment

Pay Down Payment

Create Service Order

Pay Invoice Create Invoice

Install service + connection object

Confirm Service Order

Install Service Connection

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5.10 Workflows for Service Connection Processing

Service Connection with Quotation

Customer Decision Regarding Quotation

Service Connection Order Processing

Process SM Order

Confirm Service Order

Monitor Completion of SM Order

Create and Install Service Connection

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Work Management provides a series of workflows that you can use for order processing of service connections;  The workflow ISUNewConQuo (service connection with quotation) enables full, end-to-end service connection processing from SD quotation processing using SD order creation to service order processing and finally SD billing. This workflow makes use of further workflows to perform the individual functions just mentioned.  The workflow ISUQuoDecisi (customer decision regarding quotation) enables the customer's reaction to an SD quotation for a service to be entered in the system.  The workflow ISUNewConOrd (service connection order processing) enables service connection processing from SD order creation using service order processing to SD billing. The SD order can be created with reference to an existing SD quotation. This workflow makes use of the workflow ISUProcSMOrd to perform the individual functions just mentioned.  The workflow ISUProcSMOrd (process SM order) enables processing of the service orders that are determined from the SD orders. If order monitoring is necessary, the following workflow can be used.  The workflow ISUSupCSMOrd (monitor completion of SM order) enables the service order to be closed if SD billing is brought forward.  The workflow ISUCompSMOrd (start final confirmation of SM order) can be used to confirm a service order.  The workflow ISUConCreIns (create and install service connection) is used to create the new service connection in the system and to install it in an existing or newly created connection object.

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5.11 Workflow: Service Connection with Customer Quotation

Front office

Manual

Specify service product Front office

Create customer quotation Wait for customer response

Quotation rejected

End workflow

Quotation accepted

Down payment processing

Manual

WF: Customer decision regarding quotation

No response

Resubmission

WF: Service connection order processing

End

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The workflow Service connection with customer quotation can be started either from the front office or manually from the workflow environment.  Once the service product has been defined and the customer quotation created, the workflow waits for the customer to respond to the quotation. The workflow is informed of this reaction by the Customer decision regarding quotation workflow:  If the customer rejects the quotation, the entire workflow is ended.  If there is no reaction, the work item can be resubmitted. (You can use scheduling parameters in the workflow to determine which interval is to have passed before the work item is resubmitted.)  If the customer accepts the quotation, down payments can be processed before the start of the Service connection order processing workflow.  In down payment processing, the clerk can decide whether the service can only be provided if a down payment is made first. If the clerk decides that this is the case, a down payment request is created and posted in FI-CA. The order is not processed any further until the down payment is made.  If the down payment request is cancelled, the clerk can then decide whether the order should be processed anyway or whether the quotation should be withdrawn. 

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5.12 Workflow: Service Connection Order Processing

Front office

Manual

WF: Service connection with customer quotation

Specify service product Create SD order without quotation reference

Create SD order with quotation reference

Determine SM orders for SD order

WF: Process SM order

Invoice creation

End

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The workflow Service connection order processing can be started either automatically by the workflow Service connection with quotation or manually from the front office or the workflow environment. If it is started from the front office or the workflow environment, the order cannot be created with reference to an existing quotation. As, in this case, service processing is to be carried out without reference to a quotation, you must define a service product. If this workflow is started automatically by the workflow Service connection with quotation, the quotation that has already been created in the workflow is used as the basis for further processing.  After the sales order has been created, the service orders are defined. One SM service order is determined per SD item.  SM service order processing takes place in the workflow Process SM order.  Once service order processing is completed, the service is invoiced. 

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5.13 Workflow: Process SM Order

WF: Service connection Order processing

Put SM order "in processing" Manual

WF: Monitor Completion of SM Order

Front office

No

Yes

Invoice creation without order closing?

Wait for completion confirmation

Yes

Manual

WF: Start final confirmation of SM order

Close SM order technically

WF: Create a service connection and install it in a connection object.

End

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 







The workflow Process SM order is started automatically from the workflow Service connection order processing. Once the SM order is put in process, parallel processing is initiated. The workflow waits for completion confirmation of the SM order and, at the same time, allows the clerk to initiate invoice creation without order closing as soon as the period specified in the workflow has passed. Completion confirmation can be initiated by the workflow Start final confirmation of SM order, which can be started either from the front office or manually (from the workflow environment). In this workflow the planned data of the order (times, materials) can currently only be copied to actual data, without the clerk being able to adjust the values. For this reason, it is more appropriate for the SM order to be confirmed completely using the original transaction. After completion confirmation, the SM order can be closed technically. If the clerk opts for early invoice creation without order closing, the workflow Monitor completion of SM order is initiated automatically. This ensures that the closing of the SM order can still be monitored even though billing takes place early. If the clerk does not opt for early invoice creation, workflow control returns again to the beginning of the loop. The workflow Create and install service connection is used to create the new service connection in the system and to install it in an existing or newly created connection object.

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5.14 Link Between SD and CS

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5.15 Interaction Between SD and CS

SD

Work Management

Customer (External) View

CS

Company (Internal) View

Inquiries Technical objects

Quotations Service order type Sales orders

Service orders

Service Products

Invoices

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The standard processes from the Plant Maintenance (PM), Customer Service (CS), and Sales and Distribution (SD) application components and their links to each other offer a range of options for modeling typical process chains.  In particular, the links between the sales order (SD order) and the service order (SM order) makes processing of these business transactions considerably easier. You enter the relevant data, such as the business partner, the service object, and the precise specification of the service, once only, and this data is then transferred automatically to the relevant processing steps. 

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5.16 Derivation of the Service Order Type (1)

Strategy Group Basic Data

MRP 1

Sales Org. Data

Foreign Trade

MRP 2

Material Master Record Views

nt ai M

d ne ai

in

Strategy Requirements type Requirements class

MRP 3

Order type

Values provided by SAP:

Sales Text

MRP 4 Purchasing

Accounting

Strategy 84 Requirements type SERA Requirements class 203 Order type SM01

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If you are creating a service order on the basis of a sales order, the system determines the service order type using the strategy group that you have maintained in the MRP 3 view of the material master. The order type is not allocated to the strategy group directly, but via the strategy, the requirements type, and the requirements class.

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5.17 Derivation of the Service Order Type (2)

Strategy Group Strategy (Transaction OPPT)

Requirements type (Transaction OPPS) Requirements class (Transaction OVZH) Order type (Transaction OVZG)

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The steps to be performed in the Implementation Guide (IMG) to derive the service order type can be found at various places in the IMG. It is, therefore, simpler to enter the transaction directly.

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5.18 Several Order Types

Procedure for creating several order types:  Copy requirements class "203" to "Z03" and assign order type XXXX (e.g. SM02) accordingly (OVZG).  Copy requirements class "SERA" to "ZERA" and assign requirement class "Z03" (OVZH).  Copy strategy "84" to strategy "Z4" and assign requirements class "ZERA" (OPPS).  Copy strategy group "84" to strategy "Z4" and assign strategy "Z4" (OPPT).  Maintain the strategy group in the service material (view MRP 3) in line with the customer requirements (MM02).

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5.19 Transferring Costs from Work Orders

Quotation/Sales Order 10 20

Conditions used

Item Item

EK02: Planned costs EK01: Actual costs Calculation schema

10

Item

Create work

Transfer costs for each total

order

Work order Planned costs UNI 1000.00 Actual costs

Planned costs

UNI 920.00

Actual costs

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Costs are not included on the SD order until they are determined using a calculation schema on the planned costs in the PM order.

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5.20 Installation Services: Summary

 Functions from SD, CS and IS-U/CCS are used for the installation of service connections.  The entire process is implemented as workflow in Work Management. It contains quotation processing, order processing, order closing, and billing.  The sales order and service order can be linked by means of service products. This enables planned and actual costs to be transferred from the service order to the sales order, for example.

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5.21Installation Services: Exercises Unit: Installation Services Topic: The Service Connection Workflow At the conclusion of these exercises, you will be able to: • Use the service connection workflow

In the following exercise you are going to execute the entire business process of installing a service connection using the workflow provided by SAP. First, a quotation is created, which the customer accepts after a certain period of time. The next work item is to determine whether a down payment is required from the customer. The SD and CS orders will then be processed and billing will be performed in SD.

1-1

Start the business process "Service connection with quotation". 1-1-1 In CIC, start the workflow Service Connection with Quotation for the business partner TE0501A###. Choose sales organization U300, distribution channel U3, division 01, and regional grouping 0001. 1-1-2 Choose the service product CONN_CREATE and configure it with the following values: Soil Condition

1 (Loose soil)

Connection Type Connection type A Connection length 10 1-1-3 Display the sales order. How much does the service connection cost? Complete the workflow step. 1-1-4 Save the customer contact. 1-1-5 Obtain an overview of the active workflows of your business partner. Display the progress of the workflow you have just started. 1-2

The customer has informed you that he/she is accepting the quotation for the installation of a service connection. 1-2-1 Start the workflow for accepting/rejecting the quotation for the business partner TE0501A###.

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1-3-1 Execute the corresponding work item Is down payment request required for quotation ######## in the integrated inbox. 1-4

The sales order and service order are now created. In the next step, you will confirm the service order, technically complete the order, and enter the new master data in the system. 1-4-1 Confirm the service order 1-4-2 Enter a storage location from which the materials have been taken. 1-4-3 Perform the final confirmation. 1-4-4 Close your service order technically by executing the corresponding work item in the integrated inbox. 1-4-5 Create a new connection object in Oak Tree Road ## in Washington D.C.

1-5

Create the invoice for installing the service connection 1-5-1 Create an invoice for your sales order by executing the corresponding work item in the inbox. 1-5-2 What is the status of the workflow? 1-5-3 Take a look at your customer's account. Has the amount for the service connection already been recorded? 1-5-4 Take a look at the document flows of service order and sales order.

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In the data environment of the new connection object, check that the service connection has been installed.

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5.22Installation Services: Solutions Unit: Installation Services Topic: The Service Connection Workflow

1-1

Start the business process "Service connection with quotation". 1-1-1 In CIC, start the workflow Service Connection with Quotation for the business partner TE0501A###. Choose sales organization U300, distribution channel U3, division 01, and regional grouping 0001. Choose Utilities Industry → Customer Service → Front Office/Customer Interaction Center → Customer Interaction Center Enter the business partner (TE0501A###) in the search criteria: The Tech. table contains the corresponding workflow. Start the workflow and use the organizational data specified above. Specify the period for which the quotation is to be valid. Choose Execute. 1-1-2 Choose the service product CONN_CREATE and configure it with the following values: Soil Condition 1 (Loose soil) Connection Type Connection type A Connection length 10 In the dialog box, choose the service product CONN_CREATE and choose Enter. Configure the service product with the specified values. Once you have entered all the data on the characteristics, choose Next Screen. The screen Should the sales order be revised? appears. 1-1-3 Display the sales order. How much does the service connection cost? Complete the workflow step. 1-1-4 Save the customer contact. A contact is created automatically. You can return to the front office by saving the customer contact. 1-1-5 Obtain an overview of the active workflows of your business partner. Display the progress of the workflow you have just started. The active workflows for your business partner are contained in the action box under Info.

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By double-clicking the active workflow Service Connection with Customer Quotation, you branch to the step log, where you can view the progress of your workflow. 1-2

The customer has informed you that he/she is accepting the quotation for the installation of a service connection. 1-2-1 Start the workflow for accepting/rejecting the quotation for the business partner TE0501A###. In the navigation area, call up the documents and choose Refresh. You can find the quotation you just generated under sales quotations. You can call up the menu with the right mouse button and then accept or reject the quotation. Review the quotation information and choose Accept. Save the customer contact.

1-3

In the next step, you decide that a down payment is unnecessary. 1-3-1 Execute the corresponding work item Is down payment request required for quotation ######## in the integrated inbox. Go to your integrated inbox in the application area and refresh. The new work item Is down payment request required for quotation ######## is in the integrated inbox. Choose the work item. Choose Execute. Choose Down payment request is not required.

1-4

The sales order and service order are now created. In the next step, you will confirm the service order, technically complete the order, and enter the new master data in the system. 1-4-1 Confirm the service order In the navigation area, call up the documents and choose Refresh. You can find the service product you just generated under service orders. You can call up the menu with the right mouse button and then start the confirmation. 1-4-2 Enter a storage location from which the materials have been taken. In the dialog box, choose Change. Choose the Components tab page. Enter 0001 in the Storage location field. Save the entries. 1-4-3 Perform the final confirmation. In the dialog box, choose Finally confirm. 1-4-4 Close your service order technically by executing the corresponding work item in the integrated inbox.

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From your integrated inbox, select work item IS-U: Complete service order ########### technically. 1-4-5 Create a new connection object in Oak Tree Road ## in Washington D.C. Select Create connection object. Enter a description. Search for Oak Tree Road in Washington D.C. and enter the house number. Enter the maintenance plant U003. Save the entries. 1-5

Create the invoice for installing the service connection 1-5-1 Create an invoice for your sales order by executing the corresponding work item in the inbox. Go to your integrated inbox and choose Refresh. Your inbox contains a new work item: IS-U: Create invoice for sales order ##########. Choose Execute. 1-5-2 What is the status of the workflow? The (sub-) workflow Order processing of service connection processing has also ended, as has the entire workflow Service connection with customer quotation. If you now display the active workflows for your business partner from Front Office, no more entries exist. 1-5-3 Take a look at your customer's account. Has the amount for the service connection already been recorded? Start the account overview in the data environment at contract account level. 1-5-4 Take a look at the document flows of service order and sales order. In the customer overview, click the service product. Choose Document flow. Choose the sales order and Document flow.

1-6

In the data environment of the new connection object, check that the service connection has been installed. In the action box in the Info area, choose the process Connobject Environme. Under Technical data, enter Oak Tree Road ## and choose Find. The data environment for the connection object is displayed together with the service connection.

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6 Processes in the Utilities Industry

Contents:  Codes for orders and notifications  Orders and notifications in processes  Inspections  Disaggregation  Governing body electrical inspections

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6.2 Processes in the Utilities Industry: Unit Objectives

At the conclusion of this unit, you will be able to:  Create work orders and notifications using order and notification codes in various processes, such as in 

Disconnections and reconnections



Aperiodic meter readings



Periodic replacements



Device repairs



Inspections

 Describe how services can run in deregulated companies

 SAP AG 1999

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6.3 Processes in the Utilities Industry: Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

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6.4 Utilities Industry Processes: Business Scenario

 IDES Energy Inc. has to provide various services for their customers. It wants to standardize these services by means of service products and objects. These services include: 

Aperiodic meter readings



Disconnections and reconnections



Periodic replacements



Device repairs



Inspections

 SAP AG 1999

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6.5 Codes for Orders and Notifications

 SAP AG 1999

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6.6 Creating Orders and Notifications

Sales Sales order order

Service Service product product

Service Service order order (connected (connected to to the the sales sales order) order)

IS-U IS-U process process Front Front office office

IS-U IS-U process process Front Front office office

Order Order code code

Notification Notification code code

Service Service object object

Notification Notification profile profile

PM/SM PM/SM order order

Notification Notification

 SAP AG 1999

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6.7 Order Code

Default Default Values Values Order Order Code Code • Disconnection order • Reconnection order • Device installation order • Order for periodic replacement • Order for aperiodic meter reading • Repair order • etc.

Service Service Object Object • Disconnection • Reconnection • Installation • Replacement • Aperiodic meter reading • Device repair • etc.

• Order type • Maintenance activity type • Main work center • Business area • Task list group

Technical Technical Reference Reference Object Object Settlement Settlement Rule

Service objects can be grouped into set levels Example: • Consulting • Service  SAP AG 1999

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6.8 Notification Code

Notification Notification Code Code • Disconnection • Reconnection • Periodic replacement notification • Notification for aperiodic meter reading • etc.

Notification Notification Profile Profile • Disconnection • Reconnection • Replacement • Aperiodic meter reading • etc.

Default Default Values Values • Maintenance planning plant • Notification type • Priority • Business area • Work center/plant • Maintenance activity type • Activity schema

The activity schema corresponds to the service order task list

 SAP AG 1999

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6.9 Selecting a Code

 Integration in front office processes or workflows 

Using the method Create with order code



Using the method Create with notification code



e.g. with a repair order or malfunction report

 Calling a code up in a process, such as 

Aperiodic meter reading order



Periodic replacement

 Calling up a code in the structure list of the technical objects 

Creating an order via service objects for equipment and functional locations



Configuration and multi-level service objects are also possible here

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6.10 Plant and Work Center Determination

 The main maintenance planning plant for a work order depends on the 

Service Object



Regional Structure Area

 The main work center of a work order depends on the 

Service Object



Regional Structure Group

 The main maintenance planning plant for a notification depends on the 

Notification Profile



Regional Structure Area

 SAP AG 1999

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6.11 Example of Plant and Work Center Determination Maintenance Planning Plant A Regional Structure Area 0001

Regional Structure Group 0011

Work center 10

Maintenance Planning Plant B Regional Structure Area 0003

Regional Structure Area 0004

Work center 14

Work center 21 Work center 23

Work center 27  SAP AG 1999

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Regional Structure Regional Structure Area 0002 Group 0011 Regional Structure Area 0005

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6.12 Orders and Notifications in Processes

 SAP AG 1999

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6.13 Aperiodic Meter Reading

 Manual creation of a meter reading order, for example, for: 

An interim meter reading with or without settlement



A control reading

 Automatic creation of a meter reading order on the basis of an operation, for example, for: 

Move-Out, Move-In

 In Customizing, you can define 

Whether a service order or a notification (or neither of the two) is to be created for the meter reading order



The level on which (device, device location, connection object) the service order or notification is generated

 SAP AG 1999

If you are creating a meter reading order manually, a service order is generated automatically (if Customizing has been set accordingly). This may, however, be prevented by setting an indicator in order creation.  For aperiodic meter reading, the system contains the order or notification codes SMRO, SMR1, and SMR2 for meter readings at device, device location, and connection object level.  You can define some codes in Customizing and use them via the SAP enhancement EXIT_SAPLEL01_001 when generating service orders. 

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6.14 Disconnection and Reconnection

Create Disconnection Document

Create Disconnection Order

Perform Disconnection

Clerk or System Clerk or System Confirm Reconnection Order

Enter Disconnection Data Confirm Disconnection Order

Technician Clerk

Enter Reconnection Data Perform Reconnection

Clerk

Create Reconnection Order

Clerk or System

Technician

Trigger Reconnection

Clerk or System

 SAP AG 1999



  



  

Disconnection is triggered either manually by a clerk (if the customer has requested the disconnection, for example) or by the system (if, for example, the disconnection dunning level has been reached in the dunning run). The system then generates a disconnection document. Disconnection documents can also be created manually by clerks. The system generates a disconnection order, complete with all the documents the technician needs to disconnect the installation. The technician carries out the disconnection using the documents. The disconnection is performed in the system: the disconnection order is confirmed and disconnection data is entered. The confirmation status indicates whether or not the disconnection was successful (for example, disconnection performed, entry not possible). Reconnection is triggered either manually by a clerk (if the customer requested the original disconnection, for example) or by the system (if, for example, payment has been received since the disconnection dunning level was reached in the dunning run). The system generates a reconnection order, complete with all the documents the technician needs to reconnect the installation. The technician carries out the reconnection. The reconnection is performed in the system: The reconnection order is confirmed and reconnection data is entered. The confirmation status indicates whether the reconnection was successful (disconnection performed, entry not possible, for example).

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6.15 Customizing Disconnections/Reconnections

In the Customizing settings, you define  Whether service orders or notifications are to be created  Which order or notification codes are used for disconnections and reconnections.The codes depend on the processing variant.  Examples of processing variants:  Disconnection order from dunning run  Customer request  Technical reasons  Holiday home left empty for six months

 SAP AG 1999

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6.16 Overview of Device Inspection

4567,8 4567,8 Sie mens

4567,8 4567,8 Sie mens

Siemens

Repl aceme nt Or ders

Owner no.

Siemens

Siemens

Owner no.

Owner no.

Repl aceme nt Orders

Replacement Orders

Owner no. Replacement Orders

4567,8

R epl acement Orders

4567,8

Siemens

Siemens

Ow ner no.

Repl acement Orders

Replaceme nt Orders

Owner no. R epl acement Orders

R eplacement Orders

Siemens Sieme ns Owner no. Owner no. Repl acement Orders

Replacement Order s

4567,8

4567,8

Sie mens

Repl acement Order s

Repl aceme nt Orders

Ow ner no. Repl aceme nt Orders

Sieme ns

4567,8

Ow ner no.

Sie mens

4567,8

4567,8

4567,8

Owner no.

4567,8

4567,8

Owner no.

4567,8

4567,8

4567,8

Siemens Owner no.

Repl aceme nt Or ders

Replacement Order s

Siemens

Siemens

4567,8

Sie mens Ow ner no.

4567,8

Siemens

R epl acement Orders

Ow ner no. Repl aceme nt Orders

Siemens Owner no.

Owner no. R epl acement Orders

Owner no.

Ow ner no. Repl aceme nt Or ders

Siemens Siemens

Siemens

4567,8

Sie mens

4567,8

Siemens

Repl acement Orders

Ow ner no.

4567,8

4567,8

Siemens Owner no.

4567,8

4567,8

Owner no. Repl acement Order s

Siemens Owner no. Repl acement Orders

4567,8

Owner no.

Siemens

Repl acement Orders

Owner no. R epl acement Orders

Owner no. Repl acement Orders

Device Cat. A

Device Cat. B

Periodic replacement list

Sample 4567,8

4567,8

4567,8

4567,8

Sieme ns

Sie mens

Siemens

Siemens

Owner no.

Owner no.

Owner no.

Owner no.

Repl acement Orders

Repl aceme nt Orders

Repl acement Orders

Repl ac ement Orders

Replacement orders for sample devices and spare sample devices

 SAP AG 1999

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4567,8 4567,8 4567,8 4567,8 4567,8 Siemens 4567,8 Siemens Sieme ns 4567,8 Owner no. 4567,8 Owner no. 4567,8 Owner no. Sieme ns Siemens R epl acement Siemens 4567,8 Owner no. R epl acement Orders Repl acement 4567,8 Owner Orders Siemens 4567,8 no. Owner no. Orders Sie mens Repl acement Sie mens 4567,8 Owner no. Orders Repl acement Repl acement Siemens 4567,8 Owner no. Order s 4567,8 Ow ner no. Orders Siemens Repl acement Sieme ns

Owner no. Orders Sieme ns Repl acement Orders Owner no. Replacement Order s

Repl aceme nt Repl aceme nt Owner no. Orders Owner Or no.ders Siemens Siemens R epl acement Repl acement Owner nOrders o. Orders Owner no. Repl ace ment Orders

Replacement Orders

Replacement orders for all devices

17

6.17 Selecting Devices for Work Orders

 Selecting devices from sample lots  Selecting devices from the periodic replacement list, for example, according to 

Periodic replacement year



Device category



Function class and/or construction class



Regional structure (country, city, street, house number)

 Additional orders for all devices that are installed in the same device locations as the selected devices (can be differentiated by division)  Checking whether there is a scheduling conflict with other meter readings  SAP AG 1999



The work orders can be created using a background job.

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6.18 Customizing the Device Inspection

In the Customizing settings, you define  Whether a service order is to be generated for the device replacement  The level on which (device, device location, connection object) the service order is generated  Whether a service order is also to be generated for uninstalled units to be tested and whether bundling per warehouse takes place  Whether notifications are to be created instead of service orders At device and device category level, you can define an overriding order or notification code.

 SAP AG 1999

For the periodic replacement, the system contains the order or notification codes PREP, PRE1, and PRE2 for replacement at device, device location, and connection object level.  For the samples lots, the system contains the order or notification codes SAMP, SAM1 and SAM2 for replacement at device, device location, and connection object level.  For units not to be tested, the system contains the order or notification codes PHOL and PLAG for individual devices in a warehouse or for the bundling of devices per warehouse  You can override the default code by entering an order or notification code at device or device category level, if the installed device has to be certified. 

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6.19 Device Repairs

Customer complains about faulty device

Clerk chooses front office process

Front office process refers to order code

Service order is sent to the technician responsible

 SAP AG 1999



Using the Front Office, you can trigger the generation of a repair order by first selecting the affected customer and the starting the Front Office process SREP.

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6.20 Example: Initial Data Creation for a Front Office Process

The front office process Initial data creation creates:  Connection object  Premise  Device location  Installation  Service order for a device installation

 SAP AG 1999



The front office process initial data creation represents an example that can be adjusted to the requirements of the utilities company.

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6.21 Inspections

 SAP AG 1999

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6.22 Subdivision of Inspections

 Inspections are subdivided into 

Periodic and aperiodic inspections



Scheduled and unscheduled inspections

 Aperiodic inspections are processed by means of CIC processes 

Initial inspections



Advance inspections



Unscheduled inspections

 Periodic inspections are managed in the inspection list

 SAP AG 1999

Initial inspection: A technical installation is created, checked for the first time, and is assigned the date of the last inspection. An initial inspection is always a scheduled inspection.  Advance inspection: The work scheduler knows that, at a certain point in time, the service technician will be working close to a technical installation that has to be inspected in the near future. To avoid the technician having to return to the same object again, the work scheduler decides to schedule the inspection to be performed at the same time as the other work required and creates an advance inspection order. This form of advance inspection is a scheduled inspection.  Unscheduled inspection: A service technician is performing work for a customer and decides to inspect the technical installation of the customer at the same time even though this inspection is not actually due. This form of inspection is an unscheduled inspection. 

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6.23 Selecting Technical Objects

Premise Premise

Connection Connection Object Object

Technical Technical Installation Installation

Device Device Location Location

Connection Connection

Additional Additional Equipment Equipment e.g. e.g. Riser Riser

Additional Additional Equipment Equipment e.g. e.g. Refrigerator Refrigerator

Meter Meter

Selection Selection for for inclusion inclusion in in an inspection list an  SAP AG 1999

Technical installations are mapped in the system as equipment. You can, however, also inspect "just" items of equipment. This equipment must just be installed in a connection object or in a device location. This also enables you to process connections or IS-U devices (counters) with the inspections.  The date of the last inspection is stored for the equipment or for the technical installation. 

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6.24 CIC Processes for Aperiodic Inspections

Process

Initial inspection

Advance inspection

Unscheduled inspection

Create

Technical Technical installations installations

Close

Technical Technical installations installations

Inspect. Inspect. order order

Inspect. Inspect. order order

Technical Technical installation installation

Technical Technical installation installation

Inspect. Inspect. order order

Inspect. Inspect. order order

Can be Date Date of of last last inspection inspection



Transferred to Inspection

Date Date of of last last inspection inspection



Lists for Periodic

Technical Technical installation installation Date Date of of last last inspection inspection

Inspections

 SAP AG 1999

The following CIC processes for aperiodic inspections are available:  Create initial inspection: A customer reports a new technical installation for a particular division. The front office employee creates the technical installation and the initial inspection order required.  Create advance inspection: A work scheduler schedules work in a building or area that contains a technical installation that needs to be inspected. To optimize travel costs, the inspections for these technical installations are scheduled at the same time, in other words, the work scheduler creates the corresponding inspection orders.  Complete scheduled inspection: An initial inspection or an advance inspection has been performed by a service technician and can then be completed in the R/3 System. The order is technically completed here.  Complete unscheduled inspection: While working on a customer's premises, a service technician decides to inspect a technical installation although this was not planned beforehand by an inspection order. Once the inspection has been completed, it must be entered in the R/3 System. No inspection order is created.  When an aperiodic inspection is completed, the date of the last inspection is always set. This includes the technical installations/equipment automatically in the processing of the periodic inspections. 

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6.25 Overview of Periodic Inspections Selection of equipment Technical Technical installation installation Additional Additional equipment equipment Technical Technical installation installation Additional Additional equipment equipment

Additional Additional equipment equipment

Create/maintain inspection list

Perform the inspection Periodic creation

Campaign A

Complete the inspection 08/15/2000 08/15/2000 08/12/2000 08/12/2000 08/17/2000 08/17/2000

Technical Technical installation installation

08/11/2000 08/11/2000

Additional Additional equipment equipment

08/10/2000 08/10/2000

Orders or

Additional Additional equipment equipment

Technical Technical installation installation Technical Technical installation installation

Technical Technical installation installation

Technical Technical installation installation

Campaign B

Notifications Periodic creation 05/25/2000 05/25/2000

Additional Additional equipment equipment

05/15/2000 05/15/2000 05/20/2000 05/20/2000

Technical Technical installation installation

05/10/2000 05/10/2000

 SAP AG 1999

Campaigns always have a fixed validity period that can no longer be changed once they have been created. When a campaign is created, you can either include technical installations or equipment. You can, however, enhance the campaigns at a later stage to include further technical installations/pieces of equipment.  Entries of a campaign can be deleted provided that no orders or notifications have been created. A campaign can be enhanced at any time.  The enhancement EWMHI001 contains the user exit EXIT_RE_INSP_LIST_CREATE_001 and the associated CI include CI_EWMINSP. When the inspection list is created, individual fields can be saved for each entry. These fields are then available for changing/displaying the inspection list and for creating orders/notifications as selection criteria. 

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6.26 Periodic Inspections Header of Inspection List (Campaigns) Campaign

Start

End

1Q 2000 US GAS

01/01/2000

03/31/2000

1Q 2000 US ELEC.

01/01/2000

03/31/2000

2Q 2000 US GAS

04/01/2000

06/30/2000

Details of Inspection List (Equipment / Technical Installations) Equipment

Division

Last insp.

Next insp.

Order

...

10003456

Gas

02/09/1990

02/09/2000

-

...

10007558

Electricity 02/12/1990

02/12/2000

900786

...

10007832

Electricity 02/18/1990

02/18/2000

900787

...

10008625

Electricity 02/25/1990

02/25/2000

900788

...

10009667

Electricity 03/29/1990

03/29/2000

900788

...

10002499

Gas

04/02/2000

900805

...

04/02/1990

 SAP AG 1999



A piece of equipment (or a technical inspection) can only be contained once in the inspection list, in other words, only in one campaign. This avoids inconsistencies. After all the inspections of a campaign have been performed, the complete campaign should either be archived or deleted.

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6.27 Selection Options for Inspections

 Selection options for inspections: 

Division



Type of premises and meter reading unit (for TI)



Equipment type (for equipment)



Inspection period



Regional selections (regional group, address)



Inspection data



Individual technical installations and pieces of equipment



Free selection of individual fields (only available after the inspection list has been created)

 SAP AG 1999

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6.28 Bundling Inspections

 Bundling possible at 

Equipment level + Unique assignment of inspection  order / notification + Partner can be transferred to order / notification - No optimization with multiple inspections



Connection object level + Summary of all inspections for the CO - Partner cannot be transferred

 SAP AG 1999

The most important decision criteria for the bundling is the partner. If the partner is to be transferred to the order or notification, you need to bundle the inspections at equipment level.  When inspections are bundled at connection object level, the technical installations or pieces of equipment affected are referenced as follows:  All the pieces of equipment/TIs in the order are stored in the object list. The pieces of equipment/TIs are also attached to the order using object links.  In the notification, all the pieces of equipment/TIs affected are just stored using the object link, since the notification does not contain an object list. 

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6.29 Example: Switzerland and Spain

 In Switzerland, legal requirements stipulate that the electrical installations must be inspected (home installation check).This includes 

Initial check (aperiodic initial inspection)



Periodic check (periodic inspection)

 The control interval depends on the type of premise (living space, office, commercial room, doctor's practice,...)  In Spain, the gas installations have to be checked every four years. This includes 

Checking the risers that lead from the grid to the premise (IRC)



The installation within the premise (IRI)

 SAP AG 1999

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6.30 Disaggregation

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6.31 Deregulated Market Regulated Company

Deregulated Company

Outsourcing Transmission

Generation

e ion at ot qu

Se rv

vi c

Internal processes

ice

r Se

Distribution

External processes

 Services between the "new", independent companies are provided on the basis of the disaggregation of companies  This produces "service chains" between the companies

 SAP AG 1999

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6.32 Service Chains Distribution Distribution company company

Service Service company company

Installation

Service:

Groundwork

service

Residential customers Commercial customers

Ext. Ext. service service provider provider

Customer:

Customer:

Service company

Distribution company

Outsourcing

Service:

Energy supply Service connections

Outsourcing

Installation service

entry sheet

Service connection Sales order

Service

Service: Groundwork .....

Work order Purchase order

Sales order

Business documents Outline agreement

Service contract Outline agreement

 SAP AG 1999

Service contract

Long-term agreements

One of the distribution company's customers orders a new service connection. A sales order is created. Distribution companies and service companies have settled an outline agreement. This means that the service company will not create a sales order but will create a work order straight away.  The service company now purchases the groundwork from a different service provider. The service provider creates a sales order for this purpose. An outline agreement can also be settled for these purchase orders.  

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6.33 Services in the Utilities Industry

Typical services for customers and companies involved in ...

Generation Generation Maintenance Maintenanceof of equipment equipment

Transmission Transmission

Distribution Distribution Energy Energy supply supply

Transmission Transmissionservices services

Operation Operationof ofpower powerplants plants

Installation Installation services services Meter Meter reading reading services services

Define the service as a configurable service product  SAP AG 1999

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6.34 Example: Installation Service

System 1 or company A

Customer

Document Document

IS-U/CCS

Front office

LOGO

UTILITY BILL

INVOICE #:

P.O. #:

Customer Qty S hipped

Workflow

Premise

Description

P rice

Total

Qty Ordered

Management

SD

Data

SALE SPERS ON

Total S ubt otal S ales Tax

Customer Customer inquiry inquiry

Quotation Quotation

Disaggregation System 2 or company B

FI-CA

Order Order

Debit Debit memo memo Installation Installation services services

Invoice Invoice Installation Installation service service

IDocs Confirmation

CS

Invoice

Service Service order order

 SAP AG 1999

  

  

A business process (creating a new service connection, for example) is distributed to two R/3 Systems or to two company codes in an R/3 System. The customer-related sub-steps have to be performed in an R/3 System that contains the IS-U system and the standard R/3 System. For the sub-steps related to logistics, only the standard R/3 System is required. The communication between the two systems is processed using the following IDocs:  ISU_SDSM_ORDER: Transfers the data of a sales order and creates a service order.  ISU_SDSM_COMP: Indicates the technical completion of the service order. The billing block on the sales order is deleted. You can give every position of the sales order a different schedule line date that can be used for service order scheduling of the service order In the sales order, you can enter a different partner as the sold-to party whose address can be used in the service order The following functions are also in the standard system:  Address check before service orders are created  Enhancing EWMSM001 for determining CpD-customers  Enhancing EWMSM003 to set an application standard for the service order

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6.35 Governing Body Electrical Inspections

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6.36 Governing Body Electrical Inspections (US Only)

Yes

No Permit Permit required? required?

Create Create order order with with permit permit

Create Create order order without without permit permit

Order is blocked

Permit ok

Process order

Process order

 SAP AG 1999

For some areas of the US, before mobile homes can be located at a site, the customer must first receive permission from the local governing body.  Permits are handled as approvals in PM. 

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6.37 Example of Permit Determination

Type of service: Gas reconnection

Regional areas: Alexandria A Arlington B Washington DC C

Permit type 001 Permit type 002 Permit type 003

Alexandria A003

Washington DC

Arlington

 SAP AG 1999

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6.38 Permit Determination

Regional Structure Area 0001

Service Object

Permit

Gas Reconnection

 SAP AG 1999

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6.39 Processes in the Utilities Industry: Summary

 Orders and notifications in many utilities-specific processes can be generated automatically using codes. The codes provide the necessary parameters and control plant and work center determination.  These processes include aperiodic meter readings, disconnections, device replacements, and so on.  The creation of orders and notifications for regular inspections is supported further by inspection lists.  If various companies are involved in these processes, data can be exchanged with IDocs and BAPIs.  SAP AG 1999  SAP AG

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6.40Processes in the Utilities Industry: Exercises Unit: Processes in the Utilities Industry Topic: Service Object and Order Code At the conclusion of these exercises, you will be able to: • Explain the purpose of order codes and notification codes • Make the most important Customizing settings for creating and assigning order codes In a utilities company, there are lots of processes for which service orders are generated automatically in the background. With meter reading orders, a service order is required if it is an aperiodic meter reading, such as a repair or control reading.

1-1

Create a service object and assign it to an order code. 1-1-1 Define a service object Group ##. Use planning plant U003, order type SM01, and main work center 16/3. 1-1-2 Define the order code GR## in the IMG. 1-1-3 Assign the order code to the service object.

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Exercises Unit: Processes in the Utilities Industry Topic: Aperiodic Meter Readings At the conclusion of these exercises, you will be able to: •

Create aperiodic meter reading orders and connected service orders.

In this exercise, you will create meter reading orders for aperiodic meter readings. You will generate a service order that is displayed and processed. 2-1

Create an aperiodic meter reading order with an assigned service order. Display the meter reading order and put the service order in process. 2-1-1 Create an aperiodic meter reading order with an assigned service order. Use the MR reason 09 (Interim meter reading without billing) for installation TE0601G###. 2-1-2 Display the aperiodic meter reading order you just created and make a note of the number of the associated service order. 2-1-3 Set the service order to put in process and display the corresponding shop paper.

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Exercises Unit: Inspections Topic: Aperiodic Inspections At the conclusion of this unit, you will be able to: • Explain and use the front office processes delivered by SAP for aperiodic inspections.

3-1

Create a new technical installation and the related inspection order as part of an initial inspection. 3-1-1 Start the Customer Interaction Center and choose the business partner TE0601A###. Navigate to the premise TE0601E### and display the technical installations. 3-1-2 Start the process Create initial inspection for the premises. Choose division 06 and a description for the new technical installation. 3-1-3 Display your documents for your business partner. Check the initial inspection order you just created for the reference object, the long text you specified, and the data on the sold-to party. Release the order and save the release. 3-1-4 Display the technical installations for the premise again. The technical installation you created should be the last inspection without a date.

3-2

Complete the initial inspection you just created. 3-2-1 Start the function Complete scheduled inspection for the initial inspection order you just created. Enter today's date as the inspection date. 3-2-2 Check the technical installation for the premise again. The date of the last inspection and the next inspection date should now be set. 3-2-3 Check the initial inspection order. This should be technically completed (status TECO).

3-3

Create an order for an advance inspection. 3-3-1 Start the process Create advance inspection for the premise TE0601E### of your business partner. Choose the technical installation you just created. 3-3-2 Start the Change function for the advance inspection order you just created. Check the order for the defined reference object, the long text you specified, and the data on the sold-to party. Release the order and save the release.

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3-4-1 Start the function Complete scheduled inspection for the advance inspection order. Enter today's date as the inspection date. 3-5

Complete an unscheduled inspection. 3-5-1 Start the process Complete unscheduled inspection for the premise TE0601E### of your business partner. Choose the technical installation you just created. Enter a date in the future. Check the technical installation for the premise again. The date of the last inspection for the technical installation you chose should now be set in line with the data you specified. Check the calculation of the date of the next inspection once again.

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Exercises Unit: Inspections Topic: Periodic Inspections At the conclusion of this unit, you will be able to: • Explain and use the concept of periodic inspections

4-1

Display the Apartments campaign using various selection criteria. 4-1-1 Display the complete Apartments campaign. 4-1-2 Restrict the display to 1-room apartments in Maple Leaf Road in Washington D.C. 4-1-3 Display only the apartments for which there are not yet any orders. 4-1-4 What is the simplest way of completing existing orders?

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6.41Processes in the Utilities Industry: Solutions Unit: Processes in the Utilities Industry Topic: Service Object and Order Code

1-1

Create a service object and assign it to an order code. 1-1-1 Define a service object Group ##. Tools → AcceleratedSAP → Customizing → Edit Project → SAP Reference IMG → SAP Utilities → Work Management → Master Data → Define Service Objects. Choose New entries. Enter U003 in the Planning plant field and 00 in the Service object ID field. Choose Enter. In the Service object field, enter Group ##. In the Order type field, enter SM01. Enter 16/3 in the Main WorkCenter field and specify plant U003. Save the entry. 1-1-2 Define the order code in the IMG. Work Management → Processing → Orders → Define Order Codes. Choose New entries. Enter order code GR## and the short text Service object Gr. ##. Save the entry. 1-1-3 Assign the order code to the service object. Work Management → Processing → Orders → Allocate Service Objects to Order Codes. Choose New entries. Enter order code GR##, a short text, the service object ID 01, and the Service object Group##. Save the entry.

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Solutions Unit: Processes in the Utilities Industry Topic: Aperiodic Meter Readings

2-1

Create an aperiodic meter reading order with an assigned service order. Display the meter reading order and put the service order in process. 2-1-1 Create an aperiodic meter reading order with an assigned service order. Use the MR reason 09 (Interim meter reading without billing). Choose Utilities Industry → Device Management → Meter reading → Order Creation → Individual Order. Select Installation and enter TE0601G###. Select 09 as the meter reading reason. In the Scheduled MRD field under Scheduling, enter the last day of the current month. Execute. The message Meter reading orders and/or billing orders created for installation appears. 2-1-2 Display the aperiodic meter reading order you just created and make a note of the number of the associated service order. Choose Meter reading → Monitoring → Manual. Select Installation and enter installation TE0601G###. Choose Meter reading order and enter the meter reading reason 09. Choose Execute. The header data of the meter reading order is displayed. Make a note of the order number in the Service order field. 2-1-3 Set the service order to put in process and display the corresponding shop paper. Choose Work Management → Processing → Service Processing → Order → Service Order → Change. Enter the order number ######. Choose Put in process. In the dialog box, choose Print with online window. Select shop paper E090 for the display. Enter A000 as the output device (not a printer). Choose Print preview. The shop paper contains the data relevant to the meter reading.

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Solutions Unit: Inspections Topic: Aperiodic Inspections At the conclusion of this unit, you will be able to: • Explain and use the front office processes delivered by SAP for aperiodic inspections.

3-1

Create a new technical installation and the related inspection order as part of an initial inspection. 3-1-1 Start the Customer Interaction Center and choose the business partner TE0601A###. Navigate to the premise and display the technical installations. Identify the business partner. Click the premise with the right mouse button and choose Display. Choose Create initial inspection. 3-1-2 Start the process Create initial inspection for the premises. Choose division 06 and a description for the new technical installation. Click the premise with the right mouse button and choose Create initial inspection. Enter the division and a description. Choose Step forward. 3-1-3 Display your documents for your business partner. Check the initial inspection order you just created for the reference object, the long text you specified, and the data on the sold-to party. Release the order and save the release. In the navigation area, choose the Documents tab page. Choose Refresh. Display the service orders and choose Change for the initial inspection order. Check the data and then choose Release. Save the order. 3-1-4 Display the technical installations for the premise again. The technical installation you created should be the last inspection without a date.

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3-2-1 Start the function Complete scheduled inspection for the initial inspection order you just created. Enter today's date as the inspection date. Choose Complete scheduled inspection for the initial inspection order. Enter today's date as the inspection date. Choose Step forward. 3-2-2 Check the technical installation for the premise again. The date of the last inspection and the next inspection date should now be set. 3-2-3 Check the initial inspection order. This should be technically completed (status TECO). 3-3

Create an order for an advance inspection. 3-3-1 Start the process Create advance inspection for the premise TE0601E### of your business partner. Choose the technical installation you just created. Click the premise with the right mouse button and choose Create advance inspection. Choose the technical installation. Choose Step forward. 3-3-2 Start the Change function for the advance inspection order you just created. Check the order for the defined reference object, the long text you specified, and the data on the sold-to party. Release the order and save the release. In the navigation area, choose the Documents tab page. Choose Refresh. Display the service orders and choose Change for the advance inspection order. Check the data and then choose Release. Save the order.

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3-4

Close the advance inspection you just created. 3-4-1 Start the function Complete scheduled inspection for the advance inspection order. Enter today's date as the inspection date. Choose Complete scheduled inspection for the advance inspection order. Enter today's date as the inspection date. Choose Step forward.

3-5

Complete an unscheduled inspection. 3-5-1 Start the process Complete unscheduled inspection for the premise TE0601E### of your business partner. Choose the technical installation you just created. Enter a date in the future. Click the premise with the right mouse button and choose Complete unscheduled inspection. Enter the inspection date and choose Execute. Choose the technical installation. Choose Step forward. 3-5-2 Check the technical installation for the premise again. The date of the last inspection for the technical installation you chose should now be set in line with the data you specified. Check the calculation of the date of the next inspection once again.

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Solutions Unit: Inspections Topic: Periodic Inspections At the conclusion of this unit, you will be able to: • Explain and use the concept of periodic inspections

4-1

Display the Apartments campaign using various selection criteria. 4-1-1 Display the complete Apartments campaign. Choose Work Management → Processing → Inspections → Display Inspection List. Choose the campaign Apartments. Execute. 4-1-2 Restrict the display to 1-room apartments in Maple Leaf Road in Washington D.C. Choose Work Management → Processing → Inspections → Display Inspection List. In the selections for the technical installations, enter the type of premise 0004 and Maple Leaf Road in the Regional selections. Execute. 4-1-3 Display only the apartments for which there are not yet any orders. Delete the selection criteria you just entered and choose Only select entries without order/notification under Restrictions. Execute. 4-1-4 What is the simplest way of completing existing orders? Choose Work Management → Processing → Inspections → Change Inspection List. Choose the Apartments campaign again and restrict the selection to Only select entries with order/notification. Execute. You can complete the orders by choosing Complete.

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7 Interfaces to External Systems

Contents:  Integration of complementary software (CSP)  The GIS Business Connector  Further interfaces to external systems

 SAP AG 1999

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7.2 Interfaces to External Systems: Unit Objectives

At the conclusion of this unit, you will be able to:  Explain how to integrate complementary software (CSP)  Outline how CSPs communicate with the R/3 System  Describe the CSPs that you can integrate with the R/3 System  Describe the GIS Business Connector

 SAP AG 1999

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7.3 Interfaces to External Systems: Course Overview Diagram

Work Management Overview Technical Objects in T&D Processes in Plant Maintenance and Customer Service Service Products Installation Services Processes in the Utilities Industry Interfaces to External Systems

 SAP AG 1999

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7.4 Interfaces to External Systems: Business Scenario

 IDES Energy Inc. wants to link various systems to the Work Management system: 

Work orders will be created on the basis of notifications from the OMS and the SCADA system.



Processes such as grid extensions or marketing tasks will use the SAP system and the GIS simultaneously.



The field sales representatives will be able to upload unplanned data to the Work Management system.



The aim of using a CADS system is to extend the possibilities of scheduling and dispatching in the SAP system even further.

 SAP AG 1999

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7.5 Integration of Complementary Software (CSP)

 SAP AG 1999

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7.6

GBC

Integration of External Systems MDI

IS-U/CCS Work Management PM CS ......

Service orders Completion confirmations Service orders Completion confirmations

CADS

Outage notifications and orders

Monitoring of the situation

SCADA Geographical data

GIS AM/FM

Mobile Devices

OMS Outages at substations

Connectivity information

 SAP AG 1999

     

The GIS Business Connector MDI = Mobile Data Interface CADS = Computer-aided Dispatch System OMS = Outage Management System SCADA = Supervisory Control and Data Acquisition AM/FM = Asset Management/Facility Management

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7.7 How to Integrate a CSP (1)

 Set up a model for the business processes (for example, as an event process chain)  Assign process owners to the steps of the chain (SAP and/or CSP)  Derive a detailed description of the interfaces (data exchange): 

Define sender/receiver/owner of the data



Describe type of interface (online, batch, real time and so on)



Push or pull principle, ....

 Identify/define business objects and methods to handle the input/output at the interfaces  Certify the interface/CSP

 SAP AG 1999

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7.8 How to Integrate a CSP (2) Business Process

Process Owner

Data Exchange

Details for Interface BOR

SAP Fields, objects

Business objects, methods

Fields, objects

Business objects, methods

CSP

SAP

SAP

 SAP AG 1999

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7.9 Interfaces for Work Management

 IDoc interfaces for uploading/downloading 

Outage notification, notification of the end of the outage



Orders for device replacement, installation, or removal



Collection/disconnection orders



Confirmation of work orders



Mobile data information

 BAPI interfaces for 

Creating service orders



Creating notifications



Updating the status of service orders and notifications



Setting the dates and times of notifications

 SAP AG 1999

The following IDocs (Intermediate Document) transfer data to external systems (outbound processing):  ISU_OMS_ORDER: download of outage order  ISU_RPL_ORDER: download of replacement order (meter reading)  ISU_COL_ORDER: download of collection/disconnection order  ISU_DL_ORDER: download of order created for a device location  ISU_OMS_NOTIF: download of outage notification  The following IDocs copy data from external systems (inbound processing):  ISU_DEVICE_CHANGE: upload of device replacement/installation/removal  ISU_MDI_UPLOAD: upload of mobile data information  ISU_OMS_END: end of outage  BAPIs The Business Object Repository (BOR) contains the following business application programming interfaces (BAPIs) for work management:  UtilServiceOrder.CreateMultiple: create service orders  UtilServNotification.CreateMultiple: create notifications  UtilServiceOrder.SetStatusTechnCompleted: set the status of order to technically completed  UtilServNotification.SetDateTime: set the dates and times of notifications  UtilServNotification.SetCompleted: set status of service notification to completed 

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7.10 Outbound Processing with ALE

Work Manag. Work Work Order Order • Process work orders • Prepare the IDoc

ALE

Communication

IDoc IDoc

tRFC tRFC

• Recipient determination • Generate the IDocs • Link to application objects

• Communication setup • Send the message

C C Program Program

• Data input

Application Application

• Data processing

External System

SAP System

 SAP AG 1999



Abbreviations:  ALE = Application Link Enabling  tRFC = transactional Remote Function Call

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7.11 Inbound Processing with ALE

External External System System

• Data preparation

Communication

ALE

tRFC tRFC

IDoc IDoc

IDoc IDoc

• Send an IDoc

• Receive the IDoc • IDoc in the database

External System

• Call up the application

Work Manag. Work Work Order Order

• Process the IDoc

SAP System

 SAP AG 1999

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7.12 Business Objects, BAPIs, Function Modules

R/3 Function Function Module Module

BAPI BAPI Business Business Object Object Work Work Order Order

(RFC-capable) (RFC-capable)

Function Function Module Module

BAPI BAPI

(RFC-capable) (RFC-capable)

Function Function Module Module

BAPI BAPI

(RFC-capable) (RFC-capable)

Business Object Repository

Function Builder

Object-oriented Object-oriented access access

RFC RFC access access

 SAP AG 1999

     

BAPIs are defined as methods of SAP Business Objects in the Business Object Repository (BOR) and implemented in the R/3 System as function modules. The SAP Business Objects meet the guidelines set up by the OAG (Open Application Group) and other committees. The BAPIs enable access to data and processes from external systems. External programs just have to call up the BAPIs to access the data and processes. Object-oriented access to a BAPI can be performed using various programming platforms, such as Windows NT, Win9x, DCOM/COM. You can also execute direct RFC calls to the function module on which the BAPI is based. Either using ABAP or from external development platforms by using the RFC class library of C/C++, for example. Stability and compatibility:  A BAPI interface certified by SAP remains stable with regard to the interface definition (input/output parameters).  Enhancements to existing BAPIs are only permitted with additional optional parameters. This ensures the stability of the existing applications while also providing the option of making new functions accessible.

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7.13 The GIS Business Connector

 SAP AG 1999

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7.14 Advantages of an Integrated Interface

 Using central objects in GIS and IS-U: 

Service connection



Equipment for energy distribution, lines, transformer stations

 Access to technical and business data in both systems  "Cross-application" processes, such as 

Installation service for service connections



Cost analyses on the basis of geographical selection



Marketing campaign for customers that are not yet being supplied

 SAP AG 1999

A link to a geographical information system (GIS) enables you to model technical objects of the Work Management (IS-U-WM) component, such as grids, cables, stations or service connections, in a geographical framework. While the logical relationships between the objects are modeled in work management, you can view the spatial relationships in the GIS.  Central objects are objects that are required in both systems and are often stored redundantly.  "Cross-application processes" enable a new view of the data:  Business data can be accessed from the GIS and can be evaluated with graphical selections, for example.  Planning in SAP can also access data from the GIS, for example. 

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7.15 Data Distribution

SAP/IS-U

GIS Geographical Coordinates Connections Graphical Display

Divisions Addresses Technical Data

Cost Center Company Code Maint. Planning Plant Work Orders

 SAP AG 1999

 

The data that is required in both systems and often is stored redundantly is critical for an interface. An interface must, as far as possible, avoid redundant data or at least ensure this data is kept consistent.

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7.16 GIS Interface: Example Graphical Objects

Logical Objects

GIS

IS-U Connection obj. 10 Connection 4711 Object links Connection obj. 20 Connection 4712 Connection obj. 30 Connection 4713 Transformer 12

3-D objects

Functional location

Intersection

Equipment

 SAP AG 1999

If your service territory is large, SAP recommends that you maintain only the objects of the distribution grid in the GIS.  If your service territory is small, you can manage objects down to service connection level. Here, the GIS enables you to map the connection between the supply grid and the customer objects of IS-U. However, this is recommended only if the grid structures are relatively static. 

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7.17 The CAD Interface GIS GIS System

SAP SAP System Exchange of data fields SAP program calls

Applications

Applications

SAP transaction calls Database   

Database

Interface only works synchronously SAP system does not support industry-specific functions No GIS information is available in the SAP system

 SAP AG 1999



  



Historically speaking, the CAD (computer aided drafting) interface originated from the areas of design and engineering. It enables documents from an external system to be linked to an SAP material master, for example. Some functions of the CAD interface from plant maintenance are used to implement a GIS link. Communication is performed via Remote Function Calls (RFC), which are based on the TCP/IP protocol. A disadvantage is the lack of topological data in SAP. Examples:  Which service connections are supplied by which transformer station?  Which customers have to be informed if the supply has to be interrupted? You can find a list of authorized GIS systems in SAPNet.

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7.18 The Principle of the GIS Business Connector

GIS GIS

GBC GBC

SAP SAP

Methods

Applications

Middleware

Applications

Methods

Enhanced applications

Business Objects Business Objects

Enhanced applications

 SAP AG 1999

For each business process in the SAP system that affects data that is important in GIS, a method is called up in GBC:  The GBC then tests whether the GIS is available. If the GIS is available, the GBC identifies the data objects in the GIS and calls up the appropriate method.  If the GIS is unavailable or if information on the required data objects is missing, the GBC buffers the worksteps that are yet to be executed. When a user logs onto the GIS, the GIS starts a connection to the GBC and instructs the GBC to execute the waiting worksteps.  The procedure is the same for business processes in the GIS. 

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7.19 Properties of the GBC

 Used as a mapping tool for: 

Business objects of SAP and GIS applications



Methods of the business objects



Data fields for identifying technical objects

 Enables synchronous and asynchronous method calls 

Backlog and error handling



Is not an active driver of the business process (pull principle of the SAP or GIS application)

 SAP AG 1999

The GIS Business Connector has a flexible design. If a GIS offers business objects and methods to access the data, it can be used with the GIS Business Connector.  The interface for communicating with the GBC is implemented as a BOR object (objet type ISUGBCIF). 

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7.20 System Architecture of the GBC

SAP IS-U Object Repository (BOR) Events

GIS GBC CALL GBC. method() Object Repository (BOR)

CALL GBC. method()

Actional Actional Control Control Broker Broker Object Repository

 SAP AG 1999



The Control Broker from the company Actional is used as a generic tool for communication between GBC and GIS. This enables the GBC to communicate with various object models (COM/DCOM and CORBA, for example).

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7.21 Customizing the GBC

 Create object relationships and maintain method repositories 

Set relationships between BOR and GIS



Store GIS object methods in the repository

 Define tasks and assign methods 

All objects are assigned to a particular object relationship

 Assign fields and values 

Transferring data to the methods via

 

Field assignment: Fixed values or user a defined function Default Values

 Define key allocation for every task

 SAP AG 1999

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7.22 Create New Service Connection (I)

 Create object relationsips and maintain method repositories: 

Determine relationships between BOR and GIS



Store GIS object methods in the repository

BOR

GIS Objects Object relationship

Equipment Equipment -- Create Create -- Change Change -- ..... .....

Connection Connection -- Create Create -- Read Read -- ..... .....

 SAP AG 1999

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7.23 Create New Service Connection (II)

 Define tasks and assign methods 

All objects are assigned to a particular object relationship

 GBC task of creating the object relationship between SAP equipment and the GIS connection: 

Read the service connection in theGIS

 

Connection READ

Create the service connection in SAP



Equipment CREATE

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7.24 Create New Service Connection (III)

 Assign fields and values  Define key allocation 1. Task is called GIS service connection key is put in the data container

2. Read the service connection data in theGIS Input: GIS key Output: service connection data

3. Create the service connection in SAP Input: service connection data Output: SAP key

4. Assign GIS and SAP keys  SAP AG 1999

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7.25 Example: New Service Connection SAP SAP

Connection Equipment 4711

GBC GBC

GIS GIS

GBC Object HC

Connection Object 0815

4711



0815

call method....

call method....

SAP_HC.CREATE

GBC_HC.CREATE

Company Code

Company Code

GIS_HC.CREATE XY Coordinates

Division

Division

Division

XY Coordinates

call method....

Object

call method....

Attribute

Method

 SAP AG 1999

A service connection is created in the R/3 System. The SAP system calls up a method in GBC and supplies data at once. The GBC ensures that the method for creating a service connection is also called up in the GIS.  If the process for creating the connection begins in the GIS, it is reversed. 

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7.26 Interactive Link Between SAP and GBC The Grid Extension Project SAP GIS

Start Start of of the the project project for for extending extending aa grid grid

Plan Plan the the new new line line and and the the required required resources resources

Detailed Detailed resource resource planning planning (service (service objects) objects) Cost Cost estimation estimation

Plan Plan alternatives alternatives Optimization Optimization Display Display the the results results

Select Select the the final final version version Budget Budget approval approval

Create Create the the work work orders orders and and release release the the resources resources

Monitor Monitor the the progress progress of of the the work work

Confirm Confirm the the work work orders orders Technical Technical completion completion Change Change the the final final version version Confirm Confirm and and activate activate the the installed installed version version

Complete Complete work work orders orders // projects projects Create Create the the asset asset register register  SAP AG 1999

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7.27 GIS Integration: Further Examples

 The utilities company informs its customers of an impending power cut due to maintenance work at a transformer station: 

The low-voltage grid is stored in the GIS: network trace from the transformer station to the affected service connections



Service connections are assigned to customers in the SAP system

 Customer reports malfunction 

The GIS determines the whole outage region



A work order for a crew is created in the SAP System



The GPS locates the crew nearest the outage region

 SAP AG 1999

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7.28 Interfaces to Further External Systems

 Outage Management Systems (OMS)  Computer-Aided Dispatch and Scheduling Systems (CADS)  SCADA Systems  Mobile Data Interface (MDInt)

 SAP AG 1999

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7.29 OMS: Outage Notification (1)

Customer reports malfunction

1

Clerk chooses service object in the front office

3

2

Notification is sent to the outage management system as an IDoc

 SAP AG 1999





  

An outage management system analyzes faults in the supply grid reported by customers. If the number of faults accumulates in a particular section of the grid, it determines whether the cause is a central fault (such as a transformer failure). The R/3 System can manage the correction of the fault and determine which customers are affected. It does this using "connectivity," which informs it whether the supply medium is being transferred between two nodes. Prerequisites  A geographical information system (GIS) or a network information system (NIS) is installed to enable connectivity information to be called up.  The technical objects (such as equipment) and the basic customer information are available in the outage management system. Step 1: Customer reports outage to utility company Step 2: A clerk creates a notification (or a work order) in IS-U/CCS Step 3: The notification is sent to the outage management system (OMS) as an IDoc via Electronic Data Interchange (EDI)

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7.30 OMS: Outage Notification (2) 3 Outage notification (IDoc) 4 5

Completion confirmation

OMS

SAP WM 6 Bundle notifications for an order

Connectivity information

4 Current status

Repair order

4 Compare data

SCADA CADS

Complete orders

 SAP AG 1999

GIS

Confirm work

Step 4: The Geographical Information System (GIS) localizes problems reported in notification and reports coordinates to OMS. At the same time, the Supervisory Control and Data Acquisition (SCADA) system reports the current state of the network system. The PM component also matches the equipment data to the current state of the network report from SCADA.  Step 5: OMS sends an answer to the R/3 System.  Step 6: The R/3 System creates one service order based on several customer notifications.  If work orders are created instead of notifications, you can specify one of the orders as the superior order for further processing. All of the corresponding orders are then completed collectively. 

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7.31 Scheduling and Dispatching with SAP and CADS

 Functionality within the SAP R/3 System: 

Assignment of individual persons in workforce planning



Direct assignment of persons in work orders



Planning board

 Possible additional functions of a Computer-Aided Dispatch System (CADS): 

Automatic scheduling



Use of mobile means of communication



Geographical interfaces

 SAP AG 1999

A scheduling and dispatching system is used if a variety of orders are to be scheduled automatically and assigned to work groups or service technicians. This is suitable for orders that do not take long to process and that cover mainly standardized activities. The orders that are to be scheduled automatically are either generated in the Work Management (IS-U-WM) component directly or result from IS-U processes.  Examples from the IS-U:  Orders for aperiodic meter reading  Orders for disconnection and reconnection  Meter replacement  Periodic replacement  Some systems also enable you to transfer the data for the work groups to mobile devices (such as laptops, pagers, or hand-held devices). 

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7.32 Data Exchange Between SAP and CADS

1

Meter reading orders 2 Meter reading information

Create the orders

SAP WM

4

Collection orders Account info, Contract info

3 Assign work groups

Update order status

CADS 5

Labor confirmation

7 Complete the orders

6

Data (such as meter reading results)

 SAP AG 1999

Prerequisite: Orders have been entered and scheduled in the R/3 System (1) Process flow:  The orders are transferred to the scheduling and dispatching system (2). This system schedules the orders and allocates them to the work groups (3). This process is influenced by criteria such as: Required qualification Geographical conditions (such as distance, journey time) Priorities Fixed dates  While the order is being processed, information on its status is supplied (4).  After the work has been carried out, the data for the resources used (such as personnel or materials) is transferred from the scheduling and dispatching system to IS-U-WM (5). If IS-U processes are affected, the corresponding data (such as the meter reading results from removed or installed meters) is transferred from the scheduling and dispatching system to IS-U-WM (6).  Result: The order and the accompanying IS-U processes are completed (7).  

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7.33 SCADA Systems: Principle of the Interface SCADA connects the process control with business applications Field BUS

Rule

Measure

Measuring and ruling devices

Process control system

SCADA

Process control

Supervisory Control & Data Acquisition

Process and installation monitoring

Business objects and methods

SAP R/3 PM

Business applications

Transmission and triggering of plant maintenance activities

 SAP AG 1999

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7.34 SCADA Systems: Interface Scenarios

What are interface scenarios?  Condition-based monitoring:  Predefined events trigger maintenance notifications in SAP R/3 PM  Preventive maintenance:  Wear and tear is forwarded to R/3 PM (meter reading, measurement readings)  Scheduling of activity-dependent maintenance plans generates preventive maintenance activities

 SAP AG 1999

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7.35 SCADA Systems: Scenario for a Gas Station   Store Store values values for for weekly weekly consumption consumption   Create Create measurement measurement document document for this for this measuring measuring point point   Measurement Measurement reading reading lies lies above above threshold threshold value value   Create Create measurement measurement document document for for this this measuring measuring point point   Set Set trigger trigger for for counter-based counter-based maintenance maintenance plan plan   Frequency Frequency spectrum spectrum for for drive drive shaft shaft   Crack Crack in in shaft shaft discovered discovered   Generate Generate malfunction malfunction report report to to repair repair wave wave SCADA System SAP R/3 PM Application  SAP AG 1999

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7.36 Mobile Data Interface

 Decentralized CCS functionality ("front office on site")  Variable feedback information 

Structured and unstructured information

 Execute unplanned actions  Perform only a few checks on site  Perform extensive checks in IS-U/CCS  Interface must be adjusted for individual requirements 

Enhance IDoc to include the required data



Create include



Create function module that transports data from the IDoc to the include

 SAP AG 1999

The IDoc ISU_MDI_UPLOAD for the data upload is defined and shipped by IS-U. It contains segments for the creation of the notification.  SAP cannot define the processes for all customers because every customer has different requirements and different processes. That is why you have to define a customer extension segment based on the segment E1ISU_MDI_NOT_TASK_DATA. This segment should contain all data to be passed to ISU/CCS. In addition, you have to define the customer-include CI_MDI_DATA. This customer-include has to be defined containing the same fields than the customer-segment of the IDoc. The data transport between the fields of the customer extension segment and the fields of the customer include has to be done in the user-exit function module EXIT_SAPLEEWM_IF_MDI_1_001.  The customer-defined function module does not have to contain any parameters. It can get the necessary data from the IDoc by calling the IS-U function module ISU_READ_FOLLOW_UP_ACTION_DATA. This function module reads the global data of the IDoc inbound process. This means that it returns a structure containing the customer-include. 

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7.37 Mobile Data Interface (Example)

Create notification

Inbound processing

IDoc IDoc from from mobile mobile device device

3

1

Notifications Notifications -- Activities Activities -- Tasks Tasks PM/SM PM/SM 4

IS-U IS-U CCS CCS

Read the additional data

Additional customerdefined data

Call follow-up actions

Customer Customer action action

5

2 6

e.g. change bank data of customer

 SAP AG 1999



In our business process example the customer function module can call the IS-U function module to change the bank details of the utility's customer.  Now the function module of the customer has all the data it needs to execute the required IS-U function modules (1+2).  Within IS-U, there is a function module which processes the incoming IDoc. This function module creates a notification with activities and tasks depending on the IDoc data (3).  In Customizing for the standard components PM/CS, the customer can define a follow-up action for each task. This follow-up action is the call of a function module. When the notification is created all follow-up actions to tasks are executed (4-6).

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7.38 Interfaces to External Systems: Summary

 CSPs are integrated in the R/3 System via IDocs and BAPIs.  The GIS Business Connector enables GIS and Work Management to be integrated and the two systems to be linked interactively in various business processes.  Work Management also works together with OMS, CADS, and SCADA systems.  The mobile data interface (MDI) allows for flexible feedback information from the field.

 SAP AG 1999  SAP AG

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7.39Interfaces to External Systems: Exercises Unit: Interfaces to External Systems Topic: All Topics At the conclusion of these exercises, you will be able to • Understand the GIS concept and the connections between it and the Work Management system • Describe the purpose and functions of the Outage Management system • Describe the purpose and functions of the Scheduling and Dispatching system 1-1

True or False? 1-1-1 A link to the SAP document management system enables you to model technical objects of the Work Management (IS-U-WM) component, such as grids, cables, stations or service connections, in a geographical framework. For example, while the logical relationships between the objects are modeled in work management, you can view the spatial relationships in document management. 1-1-2 An outage management system analyzes outage data from the work management system reported by customers. 1-1-3 Prerequisites for an outage management system are (1) geographical information system (GIS) or a network information system (NIS) installed so that the connectivity can be called and (2) in the outage management system the technical objects (such as pieces of equipment) and, if applicable, basic customer information are available. 1-1-4 A scheduling and dispatching system is used if a variety of orders are to be scheduled automatically and assigned to work groups or service technicians. This is suitable for orders that do not take long to process and that cover mainly standardized activities. The orders that are to be scheduled automatically are either generated in the Work Management (IS-U-WM) component directly or result from IS-U processes.

2-1

Create an outage notification and the corresponding IDoc that can be sent to an outage management system. 2-1-1 Create an outage notification for the device of customer TE0501A0##. 2-1-2 Display the outage message. 2-1-3 Display the IDoc that was created at the same time. Which status records have been generated? 2-1-4 Which segment of the data record contains the street name?

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2-1-5 What is the name of the basic type of the IDoc created? Display the documentation for this basic type.

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7.40Interfaces to External Systems: Solutions Unit: Interfaces to External Systems Topic: All Topics

1-1

True or False? 1-1-1 A link to the SAP document management system enables you to model technical objects of the Work Management (IS-U-WM) component, such as grids, cables, stations or service connections, in a geographical framework. For example, while the logical relationships between the objects are modeled in work management, you can view the spatial relationships in document management. False. A link to a geographical information system (GIS) enables you to model technical objects of the Work Management (IS-U-WM) component, such as grids, cables, stations or service connections, in a geographical framework. For example, while the logical relationships between the objects are modeled in work management, you can view the spatial relationships in the GIS. 1-1-2 An outage management system analyzes outage data from the work management system reported by customers. False. An outage management system analyzes faults in the supply grid reported by customers. If the number of faults accumulates in a particular section of the grid, it determines whether the cause is a central fault (such as a transformer failure). The R/3 System can manage the correction of the fault and determine which customers are affected. It does this using "connectivity," which informs it whether the supply medium is being transferred between two nodes. 1-1-3 Prerequisites for an outage management system are (1) geographical information system (GIS) or a network information system (NIS) installed so that the connectivity can be called and (2) in the outage management system the technical objects (such as pieces of equipment) and, if applicable, basic customer information are available. True 1-1-4 A scheduling and dispatching system is used if a variety of orders are to be scheduled automatically and assigned to work groups or service technicians. This is suitable for orders that do not take long to process and that cover mainly standardized activities. The orders that are to be scheduled automatically are either generated in the Work Management (IS-U-WM) component directly or result from IS-U processes. True

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2-1

Create an outage notification and the corresponding IDoc that can be sent to an outage management system. 2-1-1 Create an outage notification for the device of customer TE0501A0##. Choose Utilities Industry → Customer Service → Front Office/Customer Interaction Center → Customer Interaction Center Identify the business partner and start the process Create outage message at device level in the navigation area. Enter a value in the Problem field and a long text if you wish. Choose Step forward and save the customer contact. 2-1-2 Display the outage message. In the navigation area, choose the Documents tab page. Choose Refresh. Display the outage message under Service notifications. 2-1-3 Display the IDoc that was created at the same time. Which status records have been generated? Choose Utilities Industry → Work Management → Interfaces → IDoc and EDI Basis→ IDoc → Display IDoc. Choose Execute. Choose one of the IDocs by double-clicking the line. The data records and status records of the IDoc are displayed. 2-1-4 Which segment of the data record contains the street name? You can display the contents of the segments, in other words, the field names and field contents, by clicking the individual segments. 2-1-5 What is the name of the basic type of the IDoc created? Display the documentation for this basic type. The basic type of the IDoc is called ISU_OMS_NOTIF. You can display documentation on the basic type and its segments by choosing Work Management → Interfaces → IDoc and EDI Basis→ Documentation → IDoc Types.

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