PLM335 Service Procesing

PLM335 Service Processing

PLM335 Service Processing

THE BEST-RUN E-BUSINESSES RUN SAP SAP AG 2002  SAP AG©2003

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SAP R/3 Enterprise 2003/Q4 Material number: 50063820

Copyright

Copyright 2003 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. All rights reserved.

 SAP AG 2003

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Course Prerequisites

Required: z PLM301/LO110 Customer Service Recommended: z Basic knowledge and experience of the business processes in service

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Target Group

z Audience „

Project team responsible for implementing CS

z Duration: 5 days

 SAP AG 1999

Course Overview

Contents: z Course goals z Course objectives z Course content z Course overview diagram z Main business scenario

 SAP AG 1999

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Course Goals

This course will prepare you to: z Understand the details of service processing z Use the operational functions of the R/3

component for CS - Customer Service z Model the business processes for Customer

Service z Make the Customizing settings for service

notifications, service orders and customer repairs orders

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Course Objectives

At the conclusion of this course, you will be able to: z Understand the business processes in

service processing z Make the Customizing settings for

service notifications, service orders and customer repairs orders z Use additional functions

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Course Content

Preface Unit 1

Course Overview

Unit 4

Field Service Planning

Unit 2

Organizational Elements and Master Data

Unit 5

Returns and Repairs Processing

Unit 3

Helpdesk

Unit 6

Additional Functions

Appendix

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Course Overview Diagram

Course Overview

Field Service Planning

Organizational Elements and Master Data

Returns and Repairs Processing

Helpdesk

Additional Functions

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Main Business Scenario

z Our company provides various services for the

customers. z The customer can phone the helpdesk for support. z Field service technicians perform work on site at

the customer. z Customers also send defective equipment to the

service center for repair.

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Organizational Elements and Master Data

Contents: z Organizational elements z Master data

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Organizational Elements and Master Data: Unit Objectives

At the conclusion of this unit, you will be able to z List the organizational elements and master data relevant for service z Create work center master records

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Course Overview Diagram

Course Overview

Field Service Planning

Organizational Elements and Master Data

Returns and Repairs Processing

Helpdesk

Additional Functions

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Organizational Elements and Master Data: Business Scenario

z In service, various services are provided for the customer. z The service department is part of the overall enterprise organization.

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Organizational Elements: Topic Objectives

At the conclusion of this topic, you will be able to: z List the important organizational elements for the R/3 component for CS - Customer Service

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Service - Process

Customer Technical objects

Outline agreement

Reqmt / request

Quotation

Purchase order

Planning

Contact person

Execution

Completion

Invoice

Payment

Order

Organization

Service provider

Resources

Vendor  SAP AG 1999

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The customers are service recipients. They can own technical assets and equipment, at which services are performed. The service provider concludes outline agreements with the customer, in which particular services are agreed. If the customer requires a service, they report the requirement or enter a request. For extensive work, the service provider issues a quotation. The provision of services is triggered by the customer using the purchase order. For less extensive work, the first three steps are the same. The service provider plans the work and resources required (personnel, material, utilities). If necessary, work is requested from the vendors or required materials ordered from the vendor. After the work is completed, the service provider issues an invoice. The process is completed when the customer makes their payment.

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Organizational Elements - Overview Group Operating concern Company Controlling area Company code

Sales organization

Cost center

Plant

Distribution channels Divisions Work center Organizational unit

Storage location Person  SAP AG 1999

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The group corresponds to the client. As part of consolidation, the group is divided into companies. The company code is the smallest organizational unit or company for which a complete self-contained set of accounts can be drawn up. The controlling area is the highest-level organizational unit in cost accounting and comprises one or more company codes. In profitability analysis (CO-PA), the operating concern is the highest-level organizational unit. A sales area is a combination of a sales organization, distribution channel and division. The plant is a company location. Work centers for people or groups of people are assigned to a plant and cost center. Material stocks can be differentiated within plants according to storage locations. People can be assigned to organizational units from the Organizational Management and to work centers. The following are master data: Cost centers, work centers, people and organizational units. All other organizational elements are maintained in Customizing.

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Organizational Elements - Customizing

z Plants and planning plants z Planner groups z Storage locations z Sales organizations, distribution channels and divisions with formation of sales areas z Organizational units are maintained in the application

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You can find the definition and assignment of plants, planning plants, storage locations and sales areas in Customizing under Enterprise Structure. The planning plant is a plant where you create service orders. Planner groups are created in the basic settings for maintenance and service processing. You can find the maintenance of organizational units under Organizational Management in the Human Resources application component. Technician lists can also be created using the customer consignment. In this case, a customer master record must be created for each technician. You enter the technician as goods recipient or special stock partner in the consignment fill-up.

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Master Data: Topic Objectives

At the conclusion of this topic, you will be able to: z Name the most important master data and create master records

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Customer Master

Customer Master Data General data Relevant for sales and financial accounting

Sales area data

Company code data

Relevant for sales

Relevant for financial accounting

Valid for: Sales organization Distribution channel Division

Valid for: Company code

 SAP AG 1999

The customer master is subdivided into general data, sales area and company code data. The general data is relevant for sales and financial accounting. It is defined centrally (client-specific) to avoid data redundancy. It is valid for all organizational units within a client. „ The sales area data is relevant for sales and is also valid for the sales area (sales organization, distribution channel, division). „ The company code data is relevant for financial accounting and is also valid for the company code. „ The customer master comprises all the data, which is required to process orders, deliveries, invoices, and payments. „ „

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Material Master

Basic data

Purchasing

Materials planning

Sales

Stocks in plant / storage location

Work scheduling

Pc

t

A B

Financial accounting

Material master record

Quality management

Storage

Forecast

Warehouse management

Classification

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The material master represents the central source for a company for calling up data specific to a material. It is used by all of the Logistics components in the SAP R/3 System. The integration of all material data into a single database object solves the problem of data redundancy. The data saved can be used by all areas, such as purchasing, inventory management, materials planning, service and so on. The data contained in the material master is required, for example, for the following operations: y Purchasing data for purchase order processing y Inventory management data for postings of goods movements and physical inventory management y Financial accounting data for material valuation y Materials planning data for material requirements planning Since different areas (departments) of a company work with a material, and the areas define different information for a material, the data in a material master record is structured according to the particular area to which it belongs. Each area therefore has its own view of the material master record and is responsible for maintaining this data. The data maintained within one view can be valid for different organizational levels.

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Use of Material Master in Service

z Service material/service product Î

Description of services in order or contract

z Typing and structuring of technical objects

Pc

t

Î

Material serial number

Î

Material as construction type

Î

Material as bill of material item

A B

z Component planning Î

Spare parts - sales order

Î

Components for service order

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Material master records are used for different purposes in Service. Service materials or service products are used to describe services that are provided for the customer. These service products can be entered in the items of a sales order or a contract, and in the header data for a service order. „ Materials can be fixed, configured or configurable. An individual description of the service features for configurable materials is made possible by characteristic valuation in the order. For configured materials these characteristic values are connected to the material master. „ When managing technical objects, material numbers can be enhanced with serial numbers to track individual units. Material numbers are used as a construction type to describe the type of customer equipment. Alternatively, material master records can be used to structure the technical objects more accurately as assemblies and spare parts in bill of material items. „ In service processing, materials are used to describe the components that are sent to the customer. To execute the work, other components must be withdrawn from the warehouse or procured directly from a vendor. „ „

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Contents of Work Center Master

Basic data

Scheduling

Costing

Default values

Cost center assignment

Work center master record

Pc

t

Capacities

Links to personnel system

Available capacity

Personnel number

Shift schedule assignment

Position Qualification requirements profile

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The basic data for the work center contains general data (description, type, person responsible, location). The default values contain data, which is copied to the operation data when the work center is entered in an order or task list operation. The available capacity, that is, the labor time available each day, is defined in the capacity data. The shifts or labor times are also defined here. This information is used during capacity planning and scheduling of service orders. You can find the formula for calculating the operation duration and the unit of time for labor in the scheduling data. Each work center is assigned to exactly one cost center. A default activity type is also entered in the "Costing" view. One or more personnel numbers or positions from Human Resources can be assigned to the work center. These assignments are used to select personnel in the service order operations. Qualification requirements profiles, which are used to define the requirements for a suitable employee at this work center, can also be assigned. Time-based assignments include shift schedule assignments, costing and links to objects from the personnel system.

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Available Capacity at Work Center

h

Interval 1

A

Not a work day in factory calendar

Standard available capacity Time h

Interval 1

Interval 2

B

Interval 3

Time From

Duration of cycle

To

Duration of interval  SAP AG 2001

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The standard available capacity applies if no available capacity interval is defined. The standard available capacity is defined by the start and end times of the shift, break times, and number of individual capacities. The system uses this data to calculate the working time for the capacity units. The validity period of the standard available capacity is unlimited. If you have specified validity periods for the available capacity, these are termed available capacity intervals. This represents the available capacity within a specific validity period. To define an interval, you can define shift programs, which are valid for several work centers for a certain period of time. Start times, end times, and breaks for work centers are specified in a shift.

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Work Centers - Customizing

z Work center category and planned application z Field selection z Default work center for each work center category z Screen sequence/tab pages for each work center category

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Each work center is assigned to a work center category when created. You use the work center category to define the following information for the work center master data: y Screen sequence or tab page sequence (for example, basic data, capacity data) y Field selection y Planned application permitted (for example, Plant Maintenance, Production). The planned application is used to assign work center categories to particular work areas. y Whether changes to the work center are documented using change documents.

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Types of Technical Objects

Functional locations

Equipment

Assemblies

Serial numbers

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There are four types of technical object: Functional locations are elements in a technical structure and represent areas of a system at which objects can be installed. You can subdivide technical structures according to functional, process-oriented or spatial criteria. Pieces of equipment are individual objects that are to be regarded as autonomous units. Serial numbers are given to materials in order to differentiate them from other items. They enable the pieces of material to be regarded as individual items. Inventory management can be carried out for serial numbers. Assemblies are used to structure functional locations and pieces of equipment in more detail. These are considered as BOM items and not as individual items. Functional locations, pieces of equipment, and serial numbers can be used as reference objects for service notifications and service orders; assemblies can be used only in relation with a piece of equipment or functional location. You can use different types of technical objects individually or as a combination.

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Object Hierarchies Plant Plant sites sites Hi Tech Company Hi Tech Company

Functional Locations

Production

Admin.

Line 1

PC

Equipment

Line 2

Lathe

Engine

Gearbox

Hydraulics

BOM items Casing

Carbon

Shaft

Warehouse

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Object hierarchies can be represented in the following way: y Functional location hierarchies to structure functional locations y Equipment installed at functional locations y Equipment hierarchies in order to structure equipment y BOMs that are directly assigned to the piece of equipment (as an equipment BOM) or indirectly (as a material BOM for the construction type). „ In this example, the piece of equipment "PC" is installed at the functional location "Administration". The functional location "Production" has two subordinate functional locations ("Line 1" and "Line 2"). The piece of equipment "Lathe" is installed in line 1. The subordinate pieces of equipment "Engine" and "Hydraulics" belong to the lathe. The lathe has a BOM which contains the item "Gearbox", and two subordinate items "Shaft" and "Warehouse". The equipment "Engine" has a BOM with the items "Casing" and "Carbon". „ Installations are an alternative way of structuring technical objects. You can use installations to create a multi-level structure that consists of installation components. Installation components can be functional locations, pieces of equipment, material numbers (with or without serial numbers), documents or other installations. You have the option of creating installations with reference to a sales order item (as a copy of the sales order BOM) or from a serialized assembly. „

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Organizational Elements and Master Data: Unit Summary

z The service provider company is divided into different organizational units. z The most important master data for service are the master records for customers, materials, and work centers, and the technical objects.

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Master Data: Exercises Unit: Organizational Elements and Master Data Topic: Master Data At the end of these exercises, you will be able to: • Create new work center master records.

Internal technicians and technician groups are to carry out work for customers.

1-1

Creating a Work Center Create the work center TECH## (## = your group number) in plant 1200. The work center belongs to work center type “Plant Maintenance”. Enter the name of the technician as the work center description. The “Reuter” area is responsible. The work center can be used in orders and task lists for Plant Maintenance and Service. Standard values are not used. When this work center is used, the operation control key SM01 should be proposed. The shop papers for this work center should be issued at printer A000. The work center has a capacity of type Person. The capacity requirement for internal processing is determined using the formula SAP008. Choose Capacity header data to enter detailed information about the available capacity. Planner group 001 is responsible for capacity planning. The active capacity version is the normal available capacity. The base unit of measurement is hours. Daily work starts at 8 a.m. and ends at 5 p.m. Breaks total one hour. The rate of capacity utilization is 100%, only one person belongs to the work center.

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The work center is relevant for capacity planning. Choose Interval avail. cap. to enter a quotation interval. Insert an interval that is valid from the 10th to the 20th of the following month. The technician is on holiday during this time (number of individual capacities = 0). Under Scheduling, assign the capacity type Person. The duration of internal processing is determined using the formula SAP004. The unit for working time is hours. The work center belongs to cost center 4100. The activity type 1410 should be proposed in operations for this work center. The working time for the cost valuation is determined using the formula SAP008. Save the work center master record.

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Checking Available Capacity Check the available capacity for your work center, by calling up the evaluation of the load for this work center (standard overview) in capacity planning. What capacity is available in the coming weeks? Change the settings so that the available capacity is displayed for each day.

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Master Data: Solutions Unit: Organizational Elements and Master Data Topic: Master Data

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Creating a Work Center Logistics → Customer Service → Service Processing → Environment → Work Centers → Work Center → Create (IR01) Field name or data type

Values

Plant

1200

Work center

TECH##

Work center type

0005 (Maintenance)

Enter Field name or data type

Values

Work center description

Enter name

Person responsible

001 (Reuter)

Task list usage

004 (Only maintenance plans)

Standard value key

SAP0 (No standard values)

Default values Field name or data type

Values

Control key

SM01 (Service – internal)

Printer

A000

Capacities

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Field name or data type

Values

Capacity category

002 (Person)

Processing formula

SAP008 (Proj: Reqmts int. Prcg)

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Enter or capacity header data Field name or data type

Values

Capacity planner grp

001

Active version

01 (Normal available capacity)

Base unit of measure

H (Hour)

Start

08:00:00

Finish

17:00:00

Length of breaks

01:00:00

Capacity utilization

100

No. indiv. cap.

1

Relevant to finite scheduling

Select

Intervals Insert Field name or data type

Values

Valid from

10th of the following month

To

20th of the following month

Number of indiv. cap.

0

Continue Back (twice) Scheduling Field name or data type

Values

Capacity category

002 (Person)

Processing formula

SAP004

Work unit

H

Costing

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Field name or data type

Values

Cost center

4100

ActType Int. Proc.

1410

Formula key

SAP008

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Save

1-2

Checking Available Capacity Logistics → Customer Service → Service Processing → Order → Capacity Planning → Evaluation → Load (CM01) Field name or data type

Values

Work center

TECH##

Plant

1200

Standard overview Based on the interval of available capacity entered, the available capacity from the 10th to 20th of next month should be 0. Settings → General In the Periods subscreen, select Day, then Enter.

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Helpdesk

Contents: z Notification processing z Notification types z Catalogs z Response time monitoring z Solution database

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Helpdesk: Unit Objectives

At the conclusion of this unit, you will be able to: z List the functions and contents of service notifications z Create, process and complete service notifications z Make the Customizing settings for service notifications

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Course Overview Diagram

Course Overview

Field Service Planning

Organizational Elements and Master Data

Returns and Repairs Processing

Helpdesk

Additional Functions

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Helpdesk: Business Scenario

z A customer calls to report a problem. z The helpdesk employee records the problem. z If he or she is unable to solve the problem, it is forwarded. z Once the problem has been solved, the case is completed.

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Documents in CS

Characteristic Document Service notification Service order

Entry of customer enquiries

Planning tool

Cost collector

X

X O

X

Sales order

X = yes

Relevant Relevant for billing for delivery

X O

O

O = optional/partially

 SAP AG 2003

The service notification is used to enter and process customer inquiries and problems. The service order is the planning tool for work that is performed for the customer. The sales order contains an agreement with the customer regarding the delivery of certain goods or the performance of certain work. In sales orders, you use the item type to define (at item level) if the item is a cost collector, and whether or not it is relevant for delivery/billing. „ The customer repairs order is a special form of sales order and is used for returns and repairs processing. You can generate service orders from the customer repairs order to plan repair work. „ These documents can be combined in different ways to support and represent service processes. „ „ „

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Notification Processing: Topic Objectives

At the conclusion of this topic, you will be able to: z List the functions and contents of service notifications z Create and complete service notifications

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Service Notification Functions

z Entry of incoming customer service requests z Access to information on „

Customer

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Object

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Contracts

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Warranties

z Initiation and monitoring of follow-up actions z Technical completion confirmation of services (back reporting) z Description of a serviceable item's condition z Documentation  SAP AG 2001

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The person entering the notification can display the following information: y Customer/contact person master record y Sales summary y Technical reference object master record y Structure of the technical reference object with superordinate/subordinate objects y Object information screen: Dialog box containing additional information about the technical reference object (planned dates, key figures, last notifications, last open order, contract data, classification) y Guarantee information for the technical reference object

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Notification Structure

Create Service Notification: Problem Notification + Tasks Notification

100123

Status

OSNO

Organization

Contract selection

S1

Order

Notification header Customer / contact person

Technical object

Items

Tasks

Activities

Damage,

Who should do

What was done

object parts,

what when?

when?

causes of damage, classification

Execution

 SAP AG 1999

A service notification can consist of the following elements: „ The notification header is always available and contains data for the customer and contact person, as well as additional partner information, such as the employee responsible. Here you can enter a technical reference object (functional location, piece of equipment, material serial number, assembly), to which the notification refers. The description of the problem is entered in the short and long texts. The execution data contains the notification priority, deadlines, and details of the department responsible for processing the notification. „ Any number of notification items can be assigned to the notification header. These are used to give an exact description of the problem that has occurred by specifying the object part, damage, and cause of damage by selecting a code from the corresponding catalog. Classification is also possible here. „ Tasks describe the activities that must be performed to solve the customer's problem. They can be assigned directly to the notification header or to the individual items. The task status indicates whether the tasks are outstanding, released or already completed. You can also specify deadlines and the person responsible for executing the task. „ Activities can likewise be assigned directly to the notification header or to items. They are used to enter and describe the activities performed for the notification.

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One-Time Customer Processing 1 Create notification or order with one-time customer number

2 Enter customer address

3

Transfer into follow-on documents

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You can also create a customer as a one-time customer in the service notification and service order, and transfer their data to subsequent functions. You use one-time customer data if you do not want to create a complete customer master record. One-time customer data consists of a one-time customer master record and an address. A one-time customer master record is used for customers with whom you only have contact once or very rarely. The address data is transferred from the service notification to the service order and/or sales order.

The address data can be transferred from the service order to a service notification, billing request (resource-related billing), sales order (advance shipment), or a purchase requisition (as the delivery address for external procurement). „ Central address management must be active in SD so that the data can be transferred correctly to the SD functions. „ Customer exits are available for maintaining the address data (central address management: SZ* enhancements). „ The address is displayed in the partner overview for the document and partner (partner function SP sold-to-party). „

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Credit Limit Check

1 Create notification or order

2

3

Automatic or manual credit limit check

Depending on order or notification type

Warning or information message / system status

 SAP AG 1999

You can use the credit limit check to call up information regarding the current credit status of a customer (partner function: Payer) at any time during service processing. You can perform a credit limit check either manually or automatically (by entering/changing the sold-to party or by releasing the notification or order). For the service order, the system checks the planned costs. „ If a particular customer has exceeded their credit limit, the system issues a warning as soon as the notification or order is released, or once the sold-to party has been entered and you have chosen "Continue". If the result of the check is positive, the system status CCOK (credit limit check successful) is set. If the result of the check is negative, the system status CNOK (credit limit check not successful) is set. This status has no effect on further processing of the notification or order. „ A user status can be set automaticlly using the check. This can influence further processing. „ The three influencing factors for the scope of the credit limit check are: y The credit control area. Each company code is assigned to a credit control area. y The risk category from the credit management data in the customer master. y The credit group from Customizing for the notification or order type. „

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Notification Types: Topic Objectives

At the conclusion of this topic, you will be able to: z List the Customizing settings for notification types z Create new notification types

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Notification Types - Customizing

z Notification types: „

Origin / notification category

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Proposed reference time

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General catalog profile

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Update group for information system

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Early number assignment

z Screen templates

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When you create a notification type, you initially use the origin indicator to assign it to the notification category Service, Plant Maintenance, or Quality Management. The notifications (with their reference times) are sorted into the technical object history. You can define a default value for a catalog profile for catalog selection for each notification type. This catalog profile will only appear in the notification if you have not maintained a catalog profile in the notification object (for example, equipment). The update group controls the update of statistics in the Logistics Information System (LIS). The system uses this update group to determine the fields for which statistics are generated. "26" is the standard update group for the Service Information System. If no entry is made in this field, the system cannot update data to the information system. In early number assignment, the notification number is assigned when you create the notification, not when you save it.

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Individual Notification Interface

Tab pages

Screen areas

Action box

 SAP AG 2001

The configuration of the screen templates for the notification type enables you to structure the interface for your notification types individually. „ The data fields for the notification are grouped according to contents. You can find these groups on the individual screens. For example, you can find data screens for customers, deadlines, tasks and malfunctions. These template screens are made visible using tab page technology in the notification transactions. You can also control the screen sequence based on the activity type (create, change, display). „ Example settings for the standard notification types are available which you should use as a copy model. If you want to create a new notification type or require particular data in a standard notification type, you can activate or deactivate the individual screens here. „ You can tailor the tab pages with descriptions and symbols to suit your requirements. You can set a maximum of five screen areas in any order for the first three tab pages. „

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Notification Types - Customizing II

z Long text control z Field selection z Number range group z Paging texts z Default service order type without contract z Order types and special parameters „

Sales document type for sales order

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Automatic contract determination

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Default service order type with contract

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Credit limit check

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„

You define in the long text control whether long texts are logged. You also decide if subsequent changes are permitted for long texts that have already been entered. You can use field selection to influence the field attributes (required entry field, optional entry field, display field, hidden field) for the fields in the screen areas. The assignment to the number range group controls the assignment of notification numbers. SAPscript standard texts are proposed when you use the paging function to send short messages. You can assign a SAPscript standard text to each notification type. You can assign three order types to the notification type: y Default service order type for notification without contract y Default service order type for notification with contract y Sales document type for sales orders created from the notification If automatic contract determination is activated when you create a service notification, when you enter the reference object, the system checks if valid service contracts are available for the customer or reference object (including superior objects) in the notification. If a contract item is found, the notification is assigned to the contract item. The settings for the credit limit check contain the type of check and the assignment of the order type to a credit group "Order".

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Notification Types - Customizing III

Overview of Notification Type: z Screen areas in the notification header z Catalogs z Priority type z Partner determination procedure assignment z Special partner functions „

Initial screen

„

Partner function for paging

„

Task processor

 SAP AG 2003

„

„ „

„ „

The screen areas in the notification header are used to define the screen type for the header data (on top of the tab pages) and the screen type reference object. This determines whether you work in the notification type, and with what type of reference object. The user can alter this input in the individual notifications. The assignment to catalogs enables you to select a catalog for coding, tasks, activities, damage, causes of damage, and object parts. Here you can also activate classification for the notification item. The assignment of the notification type to a priority type is used to define the priority that can be assigned to a notification. The priority is used to propose the desired start and end times for the notification. To enter partner information in the notification, you must assign a partner determination procedure to the notification type. The partner functions for the initial screen define which partner functions you can maintain directly in the notification header for customers, contacts, department, and responsible employee, without calling up the partner screen. The system accesses the Partner function for paging when you send a paging message from the notification header. You can also assign the default partner function for the task processor. You can also use standard functions from the Workflow to define partner functions for notification and task processors.

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Notification Types - Customizing IV

Overview of Notification Type: z User status profile z Response profile z Service profile Notification Processing: z Action box z Print default for notification papers z Object Information Key

 SAP AG 2003

„ „ „ „ „

If individual user statuses should be assigned in addition to the system statuses, then you must assign the notification type to a user status profile. The response profile defines which notification tasks are proposed by the system with which dates during task determination. The service profile defines the service windows within which the tasks proposed in task determination must be processed. In the print control, you can define which notification papers are proposed with which settings when printing notifications. The object information key controls the contents of the object information screen.

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Action box Action box Solution database Create repairs order Enter goods movement Decision on repairs order

Î Call up function module

Followup activity

Î Business operation Î Generation of: Î

Task or

Î

Activity

Î Definition of dependencies  SAP AG 2003

„

„ „ „

„ „

In the action box for the notification type, you define functions with which you can generate tasks or activities for a notification (these are termed follow-up activities). These functions are to be defined using a key and identification. They are assigned to a notification type and are available at header level during the processing of notifications. When the function is called up, the system copies the task or activity defined into the notification. When calling up the function, you can also define an icon with explanatory quick info for identification. For each function, you can specify an internally programmed function module which is processed when the function is called up. A dialog with the user can also be programmed. If you link a business operation to the function, the function is only executed if the current status of the notification allows it. If a task is generated, you can give it the status released or completed. You can also define a workflow task that is activated when the notification is saved. Furthermore, you can enter a function module that changes the workflow container when the notification is saved. If you set the follow-up activity indicator , the activity can only be executed if it has been explicitly allowed by the last activity performed. You can also label activities to be only executed once. You can find standard function modules for the activities in the QM06* namespace. You can find function modules as templates for developing your own function modules in the QM10* namespace.

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Partner Determination Procedure & Partner Roles Partner Description function

Partner type

SP

Sold-to party

Customer

CP

Contact person

Contact person

MB

Notification processor

Organizational unit

RP

Employee responsible

Person

Partner determination procedure Assigned partner funct. Selection

SP

Sold-to party

CP

Contact person

Not modifiable

Mandatory function Unique

.........................

Assignment • Equipment category / funct. loc. category • Service notification/order type • Sales document type / item category  SAP AG 2003

„ „

„

„ „

Each partner function is defined using a two character ID, description and assignment to a partner type. The partner type defines which master data is checked for the entry. The following partner types are currently supported in CS: y Contact person y Customer y Vendor y Organizational unit y Position y System user The required partner functions are combined into a partner determination procedure. Additional attributes can be defined here for each function: y Entry can no longer be changed after saving the object y Mandatory function = Required entry y Unique, in other words, only one partner can be entered for this function The partner determination procedure is assigned to the respective object type. For a partner role to be copied from the technical object into the service notification or the service order, you must set the copy indicator for the partner role in the Copy Partner Roles to Master- and Movement Data Customizing transaction (in the Implementation Guide under Master Data in Plant Maintenance and Customer Service - Basic Settings).

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Object Information Key

z Automatic display „ „

i

If notifications available If contract available

z Selection according to: „ „ „

Reference object Object and higher-level objects Object and lower-level objects

z Key figures „ „

Selection period Threshold values

z Display of notifications „ „

With completed notifications Selection period

 SAP AG 1999

„ „

„

„ „

The object information provides a quick overview of the status and history of the technical reference object entered in the notification. It is not possible to display the object information automatically if: y Outstanding notifications exist y Completed notifications exist y A valid contract is available During the selection, checks can be made on: y Reference object for the notification y Reference object and all higher-level objects y Reference object and all lower-level objects If one of the key figures displayed (notifications, breakdowns and orders entered) in the selection period exceeds the specified threshold value, it is highlighted. You can also set whether the classification data from the reference object should be displayed and if so, with which view.

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Catalogs: Topic Objectives

At the conclusion of this topic, you will be able to: z Create catalogs z Define catalog profiles z Assign catalogs and catalog profiles to notification types

 SAP AG 1999

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Catalogs

Catalogs Catalogs for for Object parts

Causes of damage

Tasks

Damage

Activities

Coding

Structure Structure of of aa catalog: catalog:

Example: Example: Damage screen catalog

Catalog

Mechanical damage

Code group

Code 010 020 030 .. .

Code

Corrosion Broken glass Faulty engine .. .

 SAP AG 2003

„

„ „ „

„

In catalogs, code groups are combined from a content point of view. Depending on the notification type, you can access catalogs for object parts, damage and causes of damage, tasks, activities, and coding in the notification. In code groups, codes are combined according to related contents (for example, damage to vehicles, pumps, and engines, or mechanical damage, electric damage). Codes are used to describe a particular type of damage, an activity, and so on. You can use catalog profile to ensure that only a limited number of code groups appears. The catalog profile is determined by the piece of equipment, the functional location, the material number or the notification type. You can evaluate the codes entered in the notification in aggregated form in the Information System.

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Catalog profile

z Preselection of code groups for each catalog

Catalog

z Proposal of class

Code group

z Assignment to: Code

„

Equipment master

„

Functional location master

„

Material Master

„

Notification type

 SAP AG 2003

„ „ „ „

„

„

The catalog profile enables you to define particular code groups for selection for the individual catalogs. Whilst the notifications are being processed, the user only obtains the code groups for the individual catalog types that you permit for the respective catalog profile. Generic entries and multiple assignments are also possible for the code groups. You can still enter a default value for a class in the classification system for each catalog profile (class type "015"). If a class has been assigned, a valuation for the characteristics in this class can be made in the notification on the item detail screen to describe the problem in greater detail. Values can be assigned to the characteristic directly on the item detail screen or on a user-defined screen (Classification screen indicator in the catalog profile header data). If a catalog profile has been entered in the master record for the reference object, this is used. If no catalog profile has been entered in the reference object or in the material master of the construction type, the catalog profile assigned to the notification type is used. The current catalog profile can be displayed and also changed in notification processing.

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Catalogs - Settings Catalog types

Code groups

Codes

Damage

Mechanics

Corrosion

Tasks

Electrics

Breakage

Activities

Pneumatics

Tear

Assignment

Catalog profile Assignment

Notification type  SAP AG 1999

First, the catalog types are maintained and checked. You define code groups for each catalog type. Codes with related content are grouped together into code groups. „ Then you create catalog profiles. In the catalog profile, one, several or all of the code groups are assigned for each catalog type. „ You can assign the catalog types to each notification type for the predefined areas: Coding, Problems, Causes, Tasks, Activities and Object parts. Once the catalog types have been assigned to the notification type, the relevant fields are available for cause of damage, object part and so on, in the notification item or the task and activity overview. „ „

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Response Time Monitoring: Topic Objectives

At the conclusion of this topic, you will be able to: z Create response profiles z Create service profiles z Set up list editing for notifications

 SAP AG 1999

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Service Notification: Task Determination

z When a service notification is entered, the tasks to be performed can be determined and proposed by the system. z The response profile controls: „

Which tasks are proposed

„

By when these tasks must be completed

z The service profile controls: „

Within which service times these tasks are to be processed

 SAP AG 1999

The system can propose the tasks to be performed when you enter or process a notification. The response profile, to which the notification type is assigned, defines which tasks are determined. The priority type you have specified can also influence the tasks determined by the system. „ The system proposes a finish date for each task which it determines from the response time. You can also define a proposal for the person responsible for performing the tasks in the response profile. „ The service times for processing these tasks are defined in the service profile, to which the notification type is assigned. The response times are calculated within these service times. „ If the service notification is assigned to a service order, the response and service profiles can be determined from the configuration of the outline agreement item. „ „

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Response and Service Profiles - Example

Service profile Response profile 8am - 12pm / 1pm - 5pm

8 hours 4 hours 2 hours 7 am - 7 pm 8 hours 4 hours 2 hours

8am

12pm

6pm

Monday

8am

12pm

18pm

Time

Tuesday

Notification received  SAP AG 1999

In this example, the response times determined are displayed for a notification received on Monday at 12 p.m. „ Response profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. y Response time - 8 hours: Response by Tuesday 12 p.m. y Response time - 4 hours: Response by Monday 5 p.m. y Response time - 2 hours: Response by Monday 3 p.m. „ Service profile: 7a.m. - 7 p.m. y Response time - 8 hours: Response by Tuesday 8 a.m. y Response time - 4 hours: Response by Monday 4 p.m. y Response time - 2 hours: Response by Monday 2 p.m. „

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List Editing for Notifications Change Service Notifications: Selection of Notifications Notification status Outstanding Notification type

Postponed S1

In process

z Define selection screen „

Field attributes

„

Predefine fields

Completed

to S3

Notification date 10/01/2000 to 17/01/2000

z Maintain field selection for list Change Service Notifications: List of Notifications Date

Customer

Description

10/01/2000

Hi-Tec PLC Printer defective

12/01/2000

Miller Corp. Exchange color copier

14/01/2000

Smith Ltd

Network problems

„

Show/hide fields

„

Column width

„

Sorting

„

Totals

 SAP AG 2001

When you maintain the selection screens, you can assign the following attributes for the selection fields: y Protected: The field is displayed on the selection screen but is not ready for input. y Invisible: This means that this field is hidden on the selection screen and cannot be set as a selection criterion. y Variable: This field is not assigned a fixed value, but a variable one (for example, current date minus 10 days). „ The name of the selection variant is always "SAP_TCODE_XXXX". XXXX stands for the corresponding application transaction. „ Each user can also create their own selection screen in the application. The selection screen defined in Customizing is then proposed by the system if no individual selection screen has been defined for the user under their own user name. If you want to define an individual selection screen for each user and this selection screen should be proposed automatically when the report is called up, the name of the selection variant must be "U_USERNAME". „ For the field selection of lists, the general variants are also created in Customizing. Each user can define their own variants in the application. „

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Solution Database: Topic Objectives

At the conclusion of this topic, you will be able to: z Set up the solution database z Work with the solution database

 SAP AG 1999

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Solution Database Text retrieval

Search engine

and/or attribute search

Symptoms

Solutions

Description by • Text

Description by

• Business objects

• Text

• Problem locations

• Tasks

• Problem codes

• Appendix

• Problem causes  SAP AG 1999

„ „ „

„ „

The solution database is an application you can use to save problem symptoms and solutions, link them with one another, and call them up. The database can be used for different kinds of problems. The solution database contains symptoms, solutions, and references. Solutions and symptoms are linked with one another using references. A change in a product or system, which represents a malfunction, is described as a "symptom". You can describe symptoms using free text, code catalog attributes for problem codes, causes of problems, and problem locations, configured attributes, priorities, and statuses. Symptoms can be linked with any number of business objects, such as products, equipment, or an installed base. Symptoms are saved in the solution database together with solutions and linked to these solutions. An activity that eliminates a symptom is described as a "solution". You can describe solutions using free text, tasks that must be executed, and appendices that support and explain the problem solution. The search is supported by a search engine and offers both text retrieval and an attribute search based on catalog contents.

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Solution Database - Customizing z Symptoms „

Symptom types

Š Š Š Š

Catalogs Priority type User status profile Assignment to solution type

„

Symptom categories for each symptom type

„

Object types for each symptom type

z Solutions „

Solution types

Š Š „

Task catalog User status profile

Solution categories for each solution type

 SAP AG 1999

„

„ „ „ „

Each system is assigned to a symptom type. The symptom type is used to define which catalogs are used to describe the symptoms, object parts, causes of problems and symptoms. A catalog profile can also be assigned for the pre-selection of code groups. The priority type defines the possible symptom priorities, the user status profile defines possible user statuses. Each symptom type can be subdivided into symptom categories for more exact classification. The object types define which business objects (for example, material, equipment, notification) can be assigned to a symptom. Each solution is assigned to a solution type. The solution type is used to define which catalog is used for describing the solution tasks. The user status profile defines possible user statuses for solutions. Each solution type can be subdivided into solution categories for more exact classification.

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Helpdesk: Unit Summary

z Service notifications are used to enter and process incoming customer inquiries. z You can use them to initiate and monitor actions. z A service notification is divided into the notification header, items, tasks and activities. z A service order and/or sales order can be generated from a service notification.

 SAP AG 1999

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Helpdesk: Exercises Unit: Helpdesk Topic: Notification Processing At the end of these exercises, you will be able to: • Create, process and complete service notifications 1. A customer contacts your helpdesk with a technical problem. The problem is recorded and forwarded. Finally, the problem is solved.

1-1

Creating a service notification Create a service notification of notification type Problem notification (S1). Which notification number is assigned?

Maintain your user default values: Business area 8000, planning plant 1200, sales organization 1000, distribution channel 14, division 00. Save these default values. The customer has a problem with their screen. Enter this as a notification short text. Since no customer master record has been created for the customer, enter the CPD customer number 100016 as sold-to-party. Enter the customer address. Enter the business area, sales organization 1000, distribution channel 14, division 00. Enter the organizational unit TS Hardware (D) (search help Structure Search, search term TS.HW-D) as notification processor. Select a suitable damage in the item data. Save the notification.

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1-2

Changing and Completing a Service Notification Choose the function List editing - Change to select your notification. Select all outstanding notifications with partner function “Notification processor” and partner number 50010145. Change your notification and enter a long text in the view ‘Additional data 1’. Complete the notification and confirm the proposed reference time.

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Unit: Helpdesk Topic: Notification Types At the end of these exercises, you will be able to: • Create a new notification type 2. To cover your own requirements, you must define an individual notification type.

1-1

Creating a Notification Type 1-1-1 Create a new notification type. Copy the entries for notification type S1 and make any changes required. Use your group number as the ID for the notification type. Create the new notification type. The proposed reference time should be the notification completion. 1-1-2 Maintain the screen templates for your notification type. Define several tab pages with headings and icons, on which at least the following screen areas should appear: •

PM/CS reference object

•

Subject and long text (Windows 32bit)

•

Customer / contact person for service notification

•

Execution (maximum screen)

•

Tasks

•

Warranty

In addition, include the tab pages Item, Item overview and Item causes. 1-1-3 Long text control Define that a long text log line is written and that subsequent changes to the long text are not allowed. © SAP AG

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1-1-4 Field selection Maintain the field selection control. The Purchase order number and Purchase order date fields should be hidden for your notification type. The Description field (VIQMEL-QMTXT) should be a required entry field. The fields Malfunction start and Malfunction reference time should be display fields. 1-1-5 Number range assignment Define to which number range group your notification type is assigned. 1-1-6 Assign the proposed order type SM02. 1-1-7 Other notification parameters When you create a sales order, the sales document type OR should be used. A contract should be determined automatically; the service order type SM01 should be proposed for the contract reference. A credit limit check is not planned. 1-1-8 Screen areas in notification header Choose Header service notification as a screen type header. You should be able to enter a material serial number with device data as a reference object. 1-1-9 Assigning catalogs Assign the following catalogs: Coding:

D

Problems:

C

Causes:

5

Tasks:

2

Activities:

A

ObjectParts:

B

The classification should be possible in the notification item. 1-1-10 Assigning a priority type Assign your notification type to priority type SM. © SAP AG

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1-1-11 Partner determination procedure Which partner determination procedure is assigned to your notification type? 1-1-12 Initial screen for partner functions Assign the following partner functions: Customer:

Sold-to party

Contact person:

Contact person

Department responsible:

Notification processor

1-1-13 Response and service profiles Assign the response profile STANDARD and service profile STANDARD to your notification type. 1-1-14 Action box The action Search in the solution database should appear in the action box. Copy this entry from the notification type S1. 1-1-15 Printing notifications When you print notifications, all the shop papers whose ID begins with 15* should be proposed.

1-2

Partner Assignment 1-2-1 Defining a partner function Create a new partner function. Groups 1-10 use the ID X1 to X0. Groups 11-20 use the ID Z1 to Z0. Description: Responsible## Partner type: User

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1-2-2 Define partner determination procedure Create a new partner determination procedure. Use your group number as the ID for the partner determination procedure. This partner determination procedure should contain the following partner functions: •

SP (sold-to party)

•

CP (contact person)

•

MB (notification processor)

•

BP (bill-to party)

•

RP (employee responsible)

•

GR (goods recipient)

•

Your new partner function X* / Z*

One partner may be maintained for each of the partner functions SP, GR and BP. The partner function SP should be a required entry. 1-2-3 Assigning a partner determination procedure Assign the partner determination procedure to your notification type. 1-2-4 Initial screen for partner functions It should be possible to enter your new partner function Responsible## directly in the notification header. It is also used as a paging partner and as person responsible for tasks. 1-2-5 Copy indicator for partner roles Set the copy indicator for all the partner roles of your partner profile so that the partner roles are copied from the technical object into the service notification.

1-3

Object Information Key 1-3-1 Assigning an object information key Assign the object information key SERVICE_S1 to your notification type.

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1-4

Creating a Notification Test your settings by entering a notification with your notification type. Use the following data:

© SAP AG

Sold-to party:

T-CSD##

Serial number:

1

Material:

T-FSN##

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Unit: Helpdesk Topic: Catalogs At the end of these exercises, you will be able to: • Display catalog entries 3. Catalog entries are used to define the notification tasks.

1-1

Display catalog entries Display the code groups for catalog 2 (tasks) and the codes for a code group.

1-2

Display catalog profile Display the PC catalog profile. What code groups for damages are assigned to this catalog profile?

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Unit: Helpdesk Topic: Response Time Monitoring At the end of these exercises, you will be able to: • Display response and service profiles. 4. Certain tasks should be proposed for automatic task determination in the notification.

1-1

Display response profile. Display the response profile PHOH1HR. What tasks are determined for which priorities?

1-2

Assigning a Response Profile Assign the response profile PHON1HR to your notification type.

1-3

Creating a Notification Test the settings by entering a notification with your notification type, sold-to party TCSD## and priority very high. Determine the tasks. Call up the task overview and check the result.

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1-4

Settings for List Editing 1-4-1 Creating a selection variant Call up the function Notification - List editing - Change. Create a selection variant with the following features: •

Use U_USERNAME (USERNAME = your system user name) as a variant name, so that this variant is proposed as your standard variant.

•

You should always select the statuses Outstanding, In process, and Completed.

•

Selection is made according to notification type S1 and your notification type.

•

The reference field for the monitor should be Required start/end.

•

The field Additional device data should not appear.

•

Today’s date minus 30 days should be defaulted as the Date from.

1-4-2 Changing a list structure You show the fields List name and Location in the list and sort in ascending order according to notification date. Save this setting as layout L## (user-specific variant). This variant should be your initial variant.

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Unit: Helpdesk Topic: Solution Database At the end of these exercises, you will be able to: • Create new symptoms and solutions 5. The solution database is used to support the customer by phone.

1-1

Creating Symptoms and Solutions Create a new symptom. Symptom type: PC symptom Choose a damage and assign it. Enter a suitable symptom description. In addition, enter your group number in the text. Assign the symptom to symptom category PC Category 01.. Assign the material number T-FSN## as the object. Release the symptom. Create an appropriate solution directly for this symptom. Solution type: PC solution Enter a solution text. Assign two suitable tasks. Assign the Internet address WWW.SAP.COM as an appendix. Release the solution. Save the symptom and solution.

1-2

Text Index Create the text index for the new symptoms and solutions.

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1-3

Notification with Search for Solution Test your settings by creating a notification with your notification type. Sold-to party:

T-CSD##

Serial number:

1

Material:

T-FSN##

Enter a suitable notification short text. In addition, enter your group number in the text. Enter the same damage, which you used in the symptom description, in the first notification item. Use the action box to call up the solution database. Search for suitable symptoms. Select your symptom and search for the corresponding solution. Copy the solution into the notification. What happens? Save the notification.

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Helpdesk: Solutions Unit: Helpdesk Topic: Notification Processing

1-1

Creating a service notification Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) Notification number: See Notification Default values Field name or data type

Values

Business area

8000

Planning plant

1200

Sales/distrib. Field name or data type

Values

Sales organization

1000

Distribution channel

14

Division

00

Save Continue Field name or data type

Values

Notification short text

Problem with screen

Sold-to party

100016

Enter Field name or data type

Values

Address data

Enter the address.

Copy © SAP AG

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Organization Field name or data type

Values

Sales organization

1000

Distribution channel

14

Division

00

Continue Field name or data type

Values

Notif. process.

50010145 (TS hardware (D))

Damage

Use search help to select

Save

1-2

Changing and Completing a Service Notification Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58) Field name or data type

Values

Notification status

Select Outstanding

Partners

Partner function Notification Processor Partner 50010145

Execute Select your notification and choose Details. Additional data 1 Enter a long text. Complete Continue

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Unit: Helpdesk Topic: Notification Types

1-1

Creating a Notification Type 1-1-1 Create a new notification type. Access to Customizing: Tools → Customizing → IMG → Edit Project → (SPRO) Display SAP Reference IMG button IMG path for notification types: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Notification Types Select the notification type S1 and choose Copy as. Field name or data type

Values

Notification type

Your group number

Reference time

D (notification completion)

Enter Save

1-1-2 Maintain the screen templates for your notification type. .... Notification Creation → Notification Types → Set Screen Templates for Notification Type Field name or data type

Values

Notification type

Your notification type

Enter New entries © SAP AG

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Field name or data type

Values

Tab

10\TAB01 and so on

Tab header

Enter a header

Icons

Select an icon

Tab

Select

Enter Field name or data type

Values

Screen area 1-5

Use at least the following screen areas: 005 (PM/CS reference object) 031 (subject and long text Windows 32bit) 035 (customer / contact person for service notification) 050 (execution – maximum screen) 065 (tasks) 080 (warranty)

Use Next entry to create a new tab page. Create an additional three tab pages with the following tabs: Field name or data type

Values

Tab

10\TAB10 (Item) 20\TAB01 (Item overview) 20\TAB01 (Item causes)

Save

1-1-3 Long text control .... Notification Creation → Notification Types → Define Long Text Control for Notification Types Select your notification type and choose Details. Field name or data type © SAP AG

Values PLM335

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Log line

Select

No text change

Select

Save

1-1-4 Field selection .... Notification Creation → Notification Types → Set Field Selection for Notifications Field Selection for Maintenance Notifications Influencing Choose the Notification type influencing field. Field name or data type

Values

Contents Value

Your notification type

Enter Field name or data type

Values

Purch. order no.

Select “Hide”

Purchase order date

Select “Hide”

Description (VIQMEL-QMTXT) Select “Req.” Malfunction start

Select “Disp.”

Malfunction end

Select “Disp.”

Save

1-1-5 Number range assignment .... Notification Creation → Notification Types → Define Number Ranges Overview

1-1-6 Assign the proposed order type SM02. .... Notification Creation → Notification Types → Assign Notification Types to Order Types Field name or data type © SAP AG

Values PLM335

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Type (for your notification type) SM02 Save

1-1-7 Other notification parameters .... Notification Creation → Notification Types → Define Order Types and Special Notification Parameters Select your notification type and choose Details. Field name or data type

Values

Sales doc. type

OR

AutoContractDet

Select

Order type for notif. with service contract

SM01

Save

1-1-8 Screen areas in notification header Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Overview of Notification Type Select your notification type and double click on Screen Areas in Notification Header. Field name or data type

Values

Screen type hdr

H200 (Header service notification)

ScrnCat object

O130 (serial number + material number + device ID)

1-1-9 Assigning catalogs Double click on Catalogs and catalog profiles.

© SAP AG

Field name or data type

Values

Coding

D

Problems

C

Causes

5

Tasks

2 PLM335

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Activities

A

ObjectParts

B

Class active

Select

1-1-10 Assigning a priority type Double click on Priority Type. Field name or data type

Values

Priority type

SM

1-1-11 Partner determination procedure Double click on Partner Determination Procedure.

1-1-12 Partner determination procedure Double click on Partner Functions, Approval. Field name or data type

Values

Customer

Sold-to party

Contact person

Contact person

Implementing department

Notif. process.

1-1-13 Response and service profiles Double click on Response Time Monitoring. Field name or data type

Values

Service window

STANDARD

Response profile

STANDARD

Save End

1-1-14 Action box

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Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Additional Functions → Define Action Box Define Follow-Up Functions (Generated Tasks/Activities) Select the entries with your notification type and notification type S1, then double click on Activities. Select an entry with the function description Solution database, then choose Copy as. Field name or data type

Values

Notification type

Your notification type

Enter Save

1-1-15

Printing notifications

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Notification Print Control → Define Shop Papers, Forms and Output Programs Assign Shop Papers to Notification Type New entries Field name or data type

Values

Document type

Your notification type

Shop paper

15*

Selection

Select

Save

1-2

Partner Assignment 1-2-1 Defining a partner function Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Partners → Define Partner Determination Procedure and Partner Function Define partner determination procedure Select Cust. Service and choose Change partner. Double click on Partner Functions. New entries

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Field name or data type

Values

Role

X*or Z*

Description

Person responsible ##

Partner type

US

Save

1-2-2 Define partner determination procedure Double click on Partner Determination Procedure. New entries Field name or data type

Values

Procedure

Your group number

Description

Enter a description

Select the partner determination procedure and double click on Functions in Determination Procedure. New entries Field name or data type

Values

Role

SP CP MB BP RP GR X* / Z*

Select the indicator Unique for the functions SP, GR and BP. Check the box Partner mandat. for the function SP (sold-to party). Save Back (x3)

1-2-3 Assigning a partner determination procedure Assign Partner Determination Procedure to Notification Type Field name or data type © SAP AG

Values PLM335

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PartnDetProc (for your notification type)

Your partner determination procedure

Save Back

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1-2-4 Initial screen for partner functions Assign Partner Functions to Notification Type Select your notification type and choose Details. Field name or data type

Values

Person responsible

Person responsible ##

Function for paging

Person responsible ##

Task processor

Person responsible ##

Save 1-2-5 Copy indicator for partner roles Plant Maintenance and Customer Service → Master Data in Plant Maintenance and Customer Service → Basic Settings → Partners → Copy Partner Roles to Masterand Movement Data Field name or data type

Values

Copy Partner

Set the indicator for all the partner roles of your partner profile

Save

1-3

Object Information Key 1-3-1 Assigning an object information key Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Object Information → Assign Object Information Keys to Notification Types Field name or data type

Values

Object info (for your notification type)

SERVICE_S1

Save

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1-4

Creating a Notification SAP menu path: Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51) Field name or data type

Values

Notification type

Your notification type

Enter Field name or data type

Values

Sold-to party

T-CSD##

Serial number

1

Material number

T-FSN##

Save

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Unit: Helpdesk Topic: Catalogs

1-1

Display catalog entries Logistics → Customer Service → Service Processing → Environment → Catalog → Code Groups → Display (QS42) Field name or data type

Values

Catalog

2

Enter Select a code group and choose Codes (double-click).

1-2

Display catalog profile IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Content → Define Catalog Profile Select the catalog profile PC and choose Catalogs/Code Groups. The damages catalog is catalog C. Code groups: MONITOR, PC.

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Unit: Helpdesk Topic: Response Time Monitoring

1-1

Display response profile. IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Response Time Monitoring → Define Response Monitoring Define Response Profile Select the response profile PHON1HR and choose Response times (double-click).

1-2

Assigning a Response Profile Response Time Monitoring for Notification Type Field name or data type

Values

Response profile (for your notification type)

PHON1HR

Save

1-3

Creating a Notification SAP menu path: Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51) Field name or data type

Values

Notification type

Your notification type

Enter

© SAP AG

Field name or data type

Values

Sold-to party

Customer T-CSD##

Priority (in screen area Processing)

Very high

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Define tasks Call up the tab page with the tasks overview to display the tasks. Save

1-4

Settings for List Editing 1-4-1 Creating a selection variant Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58) Field name or data type

Values

Notification status

Select “Outstanding”, “In process”, and “Completed”

Notification type

S1

For the Notification type field, choose Multiple selection; also enter your notification type and choose Copy. Field name or data type

Values

Ref. field monitor

2

Goto → Variants → Save as variant Field name or data type

Values

Variant name

U_XXX (XXX = your user name)

Description

Enter a text

Addit. device data

Select “Hide field”

From date

Select “Selection variable”

Choose Selection variables and then Date variable (D - yellow traffic light turns green). Call up the search help (arrow) and choose Current date +/- ??? days. Days Enter “30”´. Enter Save Save

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1-4-2 Changing a list structure Choose Execute on the selection screen. In the list, choose: Settings → Display variant → Current Select the fields List name and Location and choose Show selected fields. Copy In the list, select the Date column and choose Sort ascending. Settings → Display variant → Save as variant Field name or data type

Values

Save layout

L##

Description

Enter a description

User-specific

Select

Default setting

Select

Continue

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Unit: Helpdesk Topic: Solution Database

1-1

Creating Symptoms and Solutions SAP Menu → Logistics → Customer Service → Solution Database → Create/Display/Change Symptom/Solution (IS01) Creating a Symptom Field name or data type

Values

Symptom type

PC

Enter Code symptom

Choose a code

Description

Enter a description and your group number

Symptom category

01

Choose the tab page Object and then Add business object. Select the object type Material and choose Continue. Field name or data type

Values

Material

T-FSN##

Enter Release Create and link a solution Field name or data type

Values

Solution type

PC

Description

Enter a description

Add tasks under the selected node Select two tasks and choose Copy. Add attachments under the selected node Choose Attachment - Internet Address. Enter

© SAP AG

Field name or data type

Values

Description

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Internet

WWW.SAP.COM

Enter (x 2) Release Save

1-2

Text Index Logistics → Customer Service → Solution Database → Create Text Index (IS02) Enter

1-3

Notification with Search for Solution Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51) Field name or data type

Values

Notification type

Your notification type

Enter Field name or data type

Values

Notification short text

Enter a suitable problem description and your group number

Sold-to party

Customer T-CSD##

Serial number

1

Material number

T-FSN##

Damage (on the tab page Item)

Select

Solution database In the window Search Criteria: Find Symptom, confirm using Enter. Select the symptom that you found and choose Search by selection. Symptoms assigned Detail solutions Select a solution found and choose Assign selected solutions. When the solution is copied, tasks are also copied from the solution into the notification. Save

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Field Service Planning Contents: Order processing

Material planning

Order types

Printing, paging, and mobile devices

Scheduling and capacity planning

Completion confirmation

External services

Billing Settlement and completion

 SAP AG 2001

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Field Service Planning: Unit Objectives

At the conclusion of this unit, you will be able to: List the functions and contents of service orders Create, process, bill and complete service orders Make the Customizing settings for service orders

 SAP AG 1999

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Course Overview Diagram

Course Overview

Field Service Planning

Organizational Elements and Master Data

Returns and Repairs Processing

Helpdesk

Additional Functions

 SAP AG 1999

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Field Service Planning: Business Scenario

Technicians perform work at the customer site. This work is triggered by a problem message from the customer and performed as planned activities. The work is documented and an invoice is created.

 SAP AG 1999

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Order Processing: Topic Objectives

At the conclusion of this topic, you will be able to: List the functions and contents of service orders Describe the steps involved in order processing Execute a simple order process flow

 SAP AG 1999

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Service Order Functions

Planning Description Resources Deadlines

Execution Shop papers Work progress documentation Confirmation

Settlement Internal External

 SAP AG 2003

The service order has the following functions: Planning services such as repair, servicing and inspection activities, installation and modification: Description of work to be performed Resource planning: Internal and external employees, materials, and tools Scheduling for execution Support of execution and monitoring: Printout of order papers containing information relevant for execution Transfer of order data to hand-held devices Documentation of work progress using activity reports and completion of operations Confirmation of times, material withdrawals, goods receipts, and billing documents Settlement of expenses incurred as a result of the order: Internal: Settlement of costs and revenues to controlling objects or to a contract External: Billing of expenses to a customer

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Structure of Service Order

Change Service Order 500200: Central Header Order

SM02

Status

CRTD

500200

Header data Customer

Service data

Responsibility

Printer - repair

Operations

Components

Costs

Partners

Objects

Who should do

Which

Estimated,

Internal

Technical

what when?

materials

planned

and

objects

are

& actual

external

and

required?

costs,

notifications

revenues Dates

Reference object

 SAP AG 1999

A service order is structured as follows: Order header with description (short and long text), status information, customer and address data, service data (for example, service product), areas of responsibility, dates and entry of a reference object. The header data also includes cost and revenue data, partner data and the object list. The order contains one or more operations. These are the individual steps to be executed by internal or external employees. If a more detailed structure is required, one or more sub-operations can be created for each operation. Components can be assigned to each operation. These are stock or non-stock materials that are required to execute the work. Production resources or tools that are required for the work to be executed are also assigned to the operation. In the cost overview, you can enter and display the estimated costs, and display planned costs, actual costs and actual revenues for the entire order. In the partner overview, you can maintain additional internal and external partners (for example, reponsible employees) for the order. If the order has several reference objects, these are entered in the object list. If there are several notifications for the order, these are also available in the object list.

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Order Creation Options

Direct entry Generate a service order from a service notification Create for an existing notification Combine several notifications in one order Generate from a sales order item Automatically generate the order from a maintenance item

 SAP AG 2003

You can create service orders directly. You must enter at least the order type and planning plant to do this. While creating or changing a service notification, you can create a service order from the notification. This means that the notification and order are assigned to one another. You achieve the same result if you create an order using the function "Create for notification". If several notifications are combined for an order, these will appear in the order object list. You can automatically generate a service order for planning, executing, and confirming services sold within the framework of this sales order from a sales order item. This is also the case for returns and repairs processing. Control then occurs via the requirements type and the requirements class of the sales order item. Moreover, the material that has been entered in the sales order item must have an entry in the table "service products". You can generate service orders from maintenance items at regular intervals within the framework of maintenance planning.

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Value Flow Settlement receiver Settlement result

Settlement result

Sales document item

Revenuebearing service order

Settlement costs

Non revenuebearing service order

Costs

Backflush documents

Revenues

Company

xy

Revenues

Costs

Backflush documents

Company

Invoice

xy

Invoice

Billing document

Billing document

 SAP AG 2003

The service order type controls whether the service order is revenue-bearing or not. The following order types exist in the standard setting: SM01: Service order with assignment to a sales order item (that is, item of a service contract or of a sales order) - non revenue-bearing SM02: Service order without assignment to a sales item - revenue-bearing SM03: Service order for returns and repair processing (assigned to item of the customer repairs order) - non revenue-bearing Value flow in a service order that is revenue-bearing: When posting confirmations, costs are posted to the service order. If a billing document is created for a service order that is a revenue object, revenues are posted to the service order. The result of the service order that is revenue-bearing is the difference between the revenues and the costs. This result is charged to the settlement receiver of the service order during settlement. The settlement receiver is a result object from Profitability Analysis (CO-PA), for example. Value flow in a service order that is not revenue-bearing: When posting confirmations, costs are posted to the service order. If a billing document is created for a service order that is non revenue-bearing, revenues are posted directly to the superior sales document item. Costs are charged to the superior sales document item during the settlement of the service order. The result can be analyzed on the sales document item level. When the sales document is settled, the result is charged to the settlement receiver of the sales document item (for example, the result object). © SAP AG

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Process Flow in Service Order Processing

Creation Planning Planning Release Print/communication Execution Confirmation Technical completion Billing document Settlement Business completion  SAP AG 2003

The order processing steps shown here represent the maximum scope. You can skip certain steps, or perform several steps simultaneously. You can also automate steps such as billing, settlement, and conclusion. They can also be executed in a collective run.

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Order Types

At the conclusion of this topic, you will be able to: Name the Customizing settings for order types Create new order types

 SAP AG 1999

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Order Types - Customizing Functions and settings of the order types: Order types: Commitments management Revenue postings Settlement and budget profiles Residence times Immediate release Screen type - reference object

Settings for service orders: Credit limit check Default DIP profile

 SAP AG 2003

The Commitments management indicator controls whether a commitment is formed for planned external services and non-stock components. If the Revenue postings indicator is set, the revenues produced from billing are posted directly to the service order. Assignment to a sales document item is only possible for service orders that are not revenue objects. The settlement profile controls the order settlement, the budget profile enables budget entry and monitoring for orders. Residence time 1 specifies the time in months, which must lie between the setting of the deletion flag and deletion indicator respectively when orders are archived. Residence time 2 specifies the time, which must lie between the setting of the deletion indicator and the archiving. The indicator for immediate release is only effective if the order is generated from a notification, maintenance plan or sales order. The screen type - reference object defines whether reference objects are used for the order type, and if so, which types. The settings for the credit limit check contain the type of check and the assignment of the order type to a credit group "Order". The DIP profile controls the quotation creation and resource-related billing.

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Order Types - Customizing II

Assignment to number range group Assignment to planning plants Default values Time: Formation of settlement rule Notification and order integration Costing parameters Change documents, and so on Display of goods movements

 SAP AG 2003

You can set the following default values for each order type: General order data (field keys for operation user fields, calculation keys for operation data, relationship view, graphic profile for network graphic) Default data for external operations Default data for non-stock components Proposed reference time for technical completion Operation control keys Maintenance activity type: Key for the type of activity performed (preventive maintenance, warranty service...). In the evaluations, you can classify data using the maintenance activity type. You can assign each service order to a maintenance activity type. The settlement rule can be created when the order is released or at technical completion. The settlement of sub-orders is also set here. Under notification and order integration you define whether you want to maintain notification and order data in one screen. This means that you automatically create a notification when you create an order. You can also control whether the long text of the notification header should be copied into the order header automatically, and in how far operations can be assigned to object list entries of the order. The costing parameters control the planned and actual cost determination in the order. The increments for operation numbers, writing change documents (with/without recording of status changes), generating collective purchase requisitions, purchase order workflow and transfer of the nonmodifiable net order price into purchase requisitions are set under Change documents...

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Order Types - Customizing III

Availability check Maintenance and service orders: Priority types User status profile Partner determination procedure Scheduling parameters Print proposal for order papers Object information key Field selection Completion confirmations: Confirmation parameters  SAP AG 2003

The availability check can be set for capacities (work centers), stock materials and production resources/tools. The assignment of the order type to a priority type is used to define the priority to which an order can be assigned. The priority can be used to propose the basic start and end dates for the order. If individual user statuses are to be assigned in addition to the system statuses, then you must assign a user status profile to the order type. The assignment of the partner determination procedure defines which partner information can or must be entered in the order. In addition, the following partner roles are assigned here: Customer and person/department responsible in the order header screen, person with automatic generation of capacity requirements records at operation level, recipients of paging messages. Order scheduling is defined using scheduling parameters. In the print control, you can define which order papers are proposed with which settings when printing orders. You can use field selection to influence the field attributes (required entry field, optional entry field, display field, hidden field) for the fields in the order header. Confirmation parameters are used to set default values and checks when entering completion confirmations.

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Order Operations Execution:

Description:

Internal processing

Text

External processing

Activity numbers

Control using operation control keys: Schedule

Printing

Capacity requirements

Completion confirmation

Costing

Internal / external

 SAP AG 1999

Internally processed operations are executed by the company's own employees, externally processed operations by external companies. The work can be described using the operation short and long texts, or using activity numbers and quantities for the operation. These features of an operation are defined using the operation control key. Other features are also dependent on the operation control key: If the Schedule indicator is set, operation start and end dates are determined based on the operation duration entered. For externally processed operations, the planned delivery time can be used for scheduling, as an alternative to the operation duration. The Capacity requirements indicator ensures that capacity requirements are generated according to the planned working time. The Costing indicator enables planned costs to be determined based on the operation data and actual costs to be determined based on the completion confirmations for the operation. You can use a print indicator to define that the operation is printed in the order papers. You can also determine the printed text on time tickets and confirmation slips. The confirmation of internal activities for the operation can be permitted or prohibited. An order only obtains the status Finally confirmed once all the operations planned for the completion confirmation have been finally confirmed.

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Scheduling and Capacity Planning

At the conclusion of this topic, you will be able to: Make the settings for scheduling Use the evaluations for capacity planning

 SAP AG 1999

© SAP AG

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Scheduling

Calculation of start and end dates for orders and operations Settings for planning plant / order type: Default scheduling type Adjust basic dates Automatic scheduling Display scheduling log Scheduling (including breaks) Order shift  SAP AG 2001

During scheduling, the lead times for the operations (Duration field) are totaled and either added to the basic start date (forwards scheduling) or subtracted from the basic end date (backwards scheduling). The scheduled start and end times calculated in this way can differ from the basic dates. For each order type, you can define the standard scheduling type, but this can be changed on the header data screen for the service order. Each scheduling type refers to a scheduling method, for example, forwards scheduling, backwards scheduling, current date scheduling, no scheduling. Adjust basic dates means that the scheduled dates specified always have priority over the basic dates. Automatic scheduling means that the system always schedules the order once it has been saved. Scheduling (including breaks) means that breaks entered in the shift definition for the work center masters are taken into account. If the indicator is not set, the overall break time is distributed proportionally. Order shift means that if you change the basic dates whilst an order is being executed, the system always uses the new basic dates as the basis for scheduling, and not the actual dates that have already been entered.

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Scheduling Types

Forwards Op1

Adjust basic date

Op2

Op3

Backwards

Current date Op1 Op2 Op3 Basic start date

Op3

Adjust basic date

Basic end date

Op2

Op1

Only capacity requirements Op1 Op2 Op3

Current date

Basic start date

Basic end date

Time

 SAP AG 1999

This diagram illustrates how the system determines the dates for the three operations in an order (Op1 to Op3) based on the scheduling type. For scheduling type Only capacity requirements, the capacity requirements are distributed evenly over the period between basic start date and basic end date. The basic dates are adjusted, if necessary, based on the setting for the order type. This means that the start date for the first operation is copied as basic order start date and the end date for the last operation copied as basic order end date. For each scheduling type, you can set whether the time can also be entered for the basic dates, in addition to the date. The existing capacity loads are taken into account during capacity scheduling. Only those work centers, which have the indicator Relevant for capacity scheduling, are involved in capacity scheduling. For each operation to be scheduled, the system checks whether sufficient free capacity is available for the operation on the date calculated. If sufficient free capacity is available, the operation is scheduled. If insufficient capacity is available, the operation is shifted to a date on which it can be processed without capacity problems.

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Relationships

FS relationship

Production

Eng./design SS relationship

FF relationship

SF relationship

Installation

P/O

Purchase order

Engineering/ design

Permit

BOM

Materials planning

Start-up phase

 SAP AG 2001

A relationship describes the processing and time-based dependencies between two operations in an order. For example, a particular operation can only begin once another operation has been completed, or an operation cannot be completed before another operation is completed. Relationships are determined by two factors: Type Timeframe There are four types of relationship: FS relationship - the end of one operation is linked to the start of the following operation SS relationship - the start of one operation is linked to the start of the following operation FF relationship - the end of one operation is linked to the end of the following operation SF relationship - the start of one operation is linked to the end of the following operation The timeframe specifies the time between two operations, which are linked to one another by a relationship. The function Generate relationships simplifies the creation of relationships. This function automatically creates FS-type relationships between operations that were not previously linked by relationships. The operation number is used to determine the order.

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Capacity Planning Capacity evaluation

Capacity leveling

Determination of:

Leveling of loads (too high and low)

• Available capacity

Optimal usage of capacity

• Capacity requirement

Selection of suitable resources

Comparison: Available - Required

Available - Required = Free

From work center master

From order operations

 SAP AG 1999

Capacity planning can be divided into capacity evaluation and capacity leveling: To evaluate the capacity situation, the capacity requirements are compared with the available capacity. The available capacity details the available capacity for each workday. The capacity requirement details the capacity required for orders at a given time. During capacity leveling, the capacity loads of work centers (overloaded or underused) are balanced out. It also enables the workforce capacity to be optimized and suitable resources to be selected. The available capacity is the work that can be produced by a capacity unit at a work center on each workday. It is calculated from the work start and end times, lengths of breaks, capacity utilization level of the capacity units and the number of individual capacity units that have capacity. The capacity requirement is the work required from a particular work center over a given period of time based on an operation in an order. The capacity availability check can be set for the order created and order released. It is controlled using an overall profile. If no overall profile has been entered, the overall profile SAPSFCG013 is used with the period split Week. You can set the system response for availability not provided when the order is released.

© SAP AG

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Display Formats

Capacity evaluation

Diagrams Available capacity

Standard overview and detailed capacity list expressions Planning board (tabular)

Capacity requirements

Planning board (graphical)

 SAP AG 1999

Capacity planning uses several display formats. Evaluation lists, block diagrams, bar charts, line diagrams and Gantt charts can be used. Simulations can also be performed using the tabular and graphical planning boards. Another option is provided by the graphical monitor for people in a work center. You define the type of capacity evaluation using profiles. The overall profile contains seven subprofiles for the graphical planning board and eight for the tabular planning board: Control profile: Type of presentation and data preparation Evaluation profile: Capacity unit, unit of measurement, hierarchy Strategy profile: Control of shift planning in capacity leveling using the graphical or tabular planning board Time profile: Periods for processing List profile: Layout of standard overview and detailed capacity list Selection profile: Data sets for selecting objects to be displayed Profile for graphical planning board Profile for tabular planning board Period profile (only for tabular planning board)

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Splits at Person Level

1. Create order 2. Enter one or more people as header partner 3. Create operation(s) 4. Save order 5. Create capacity records

 SAP AG 2003

When planning human resources, you can split operations and create capacity loads for individuals. You can enter this information - the capacity requirement records (or splits) - manually in the requirement assignment screen for an operation or use the system to create it automatically. The automatic function enables you to save time on the basis of partner functionality - you do not have to allocate work for each operation, the system will arrange the time automatically. Requirement records are created for an employee when you save. Work is distributed equally among the people entered in the partner overview. When creating an order, if you enter employee requirement records manually for particular operations, these are not overwritten by the automatic function when you save. The system creates requirement records automatically if you are creating an order, and for new operations. If you make changes this takes place once more. If you change the partner information in the order, this will have no effect if the order has already been saved. In Customizing you must assign a partner determination procedure that allows partner roles with the partner type "person" to the order type. You must enter one of these partner functions in the field for automatic split creation. Only this partner function is then considered for the automatic creation of requirement records.

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Scheduling Interface Order scheduling Field service planning 1

Graphical monitor to display assignments

Create order

2 Schedule order

6 Copy date

3 Popup window Date agreement is displayed

4 External system searches for date

5 Suggested dates are displayed

7 Save order

Dates are posted in both SAP and external systems

 SAP AG 2001

The CS-SDL interface enables you to use an external system to help process scheduling and field service planning. You can use this interface to copy scheduling and field service planning data from existing systems to your SAP system. The following scenarios are supported: Capacity planning - if you use an external scheduling system for capacity planning, you can use the SAP system as a front-end. Field service planning - if you want to use field service planning in the form of a plan table, you will need to set the external scheduling system as an additional front-end. When you schedule an order in the SAP system, the external system looks for a suitable date and notifies the SAP system. SAP capacity planning is deactivated. Additional functions are dependent on the external scheduling system. You must make the following settings in Customizing - define the order types for which you want to activate external scheduling. Make the required settings for external order scheduling. Set the external scheduling parameters.

© SAP AG

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External Services

At the conclusion of this topic, you will be able to: List the options for planning external services Make the settings for planning external services

 SAP AG 1999

© SAP AG

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External Services in the Order

Operations for external processing: Service - external: Enter a text for an operation Generate a purchase requisition with item category "Standard purchase order"

Service - external (with service sheet): Enter service specifications for the operation Unlimited service numbers per operation Generate a purchase requisition with item category "Service" and service specifications

 SAP AG 2003

Work to be performed by a third party is planned as external processing operations in the order. This requires the entry of the corresponding operation control key. An operation for service - external is entered using the standard control key SM02. The external service is described by the operation text. An operation for service - external (with service sheet) is entered with the standard control key SM03. The external service is described by one or more service numbers assigned to the operation. You can enter additional purchasing information in the external processing data for the operation. This information is transferred to the purchase requisition automatically generated by the system.

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Service - External: Process Flow

External operation Purchase requisition Purchase order Order release Goods receipt Company

Invoice

xyz

Invoice receipt

 SAP AG 1999

Depending on the order type, the system generates one or more purchase requisitions (one purchase requisition per external operation) when you save or release an order. In Purchasing, purchase orders are generated from the purchase requisitions. The purchase order items are assigned to the account for the service order, in other words, the service order is debited with the costs of the procurement process. The system displays purchase requisitions and purchase orders in the document flow for the order. Goods receipts with reference to these purchase orders can be entered as soon as the order is released. When valuated goods receipts for external services are entered, the service order is debited with the order value. The service order is automatically credited or debited by invoicing differences on invoice receipt. You can display the goods receipts entered in the list of goods movements for the order and in the document flow.

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Service - External (with Service Sheet): Process Flow

External operation Purchase requisition Purchase order Order release Service entry Service accepted Company

Invoice

xyz

Invoice receipt

 SAP AG 1999

When external operations for services are entered in a service order, service specifications are created for the operation. These specifications consist of one or more service numbers with information on the service quantity or from text items. Depending on the order type, the system generates one or more purchase requisitions when you save or release an order. In Purchasing, service purchase orders are generated from the purchase requisitions. The purchase order items are assigned to the account for the service order, in other words, the service order is debited with the costs of the procurement process. The system displays purchase requisitions and purchase orders for the order in the document flow. The services performed are entered in the function “Service entry" using service entry sheets. When the services performed have been accepted, the service order is debited with the order value. The service order is automatically credited or debited with invoicing differences on invoice receipt.

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External Services - Settings

Account assignment category and document type for purchase requisitions Operation control keys Default value profiles for external procurement Collective purchase requisition Time when purchase requisition generated Net order price

 SAP AG 1999

In a general setting, the purchasing account assignment category and purchasing document type are defined for purchase requisitions for service orders. For the document type, you can choose whether you want to generate purchase requisitions for normal purchase orders, contracts or other document types in the purchasing system. Purchase requisitions for service orders must always be assigned to service orders. This means that you must only change the standard setting for the account assignment category if you have defined a new account assignment category for the order account assignment in the Customizing of the purchasing system. In the external processing profile, you can define default values for generating purchase requisitions from orders. In each profile, you can save default values for a cost element, purchasing organization, purchasing group and material group. When the profile is assigned to the order type, the default unit of measure can be specified for external processing. The Coll. purc. req. indicator ensures that only one purchase requisition with several items should be generated for external material and external operations per order. The purchase requisition can be generated either when creating or releasing the order. You can use the Net order price indicator to define that the net price from the external operation should not be changed in the purchase requisition. A change can only be made in the purchase order.

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Material Planning

At the conclusion of this topic, you will be able to: List the options for material planning Make the settings for material planning

 SAP AG 1999

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Order Components

Stock items Stock material Creation of reservations

Non-stock items Direct material reference Creation of purchase requisitions

Text items Materials without material master Notes

 SAP AG 1999

For order components, there are three different item categories: Stock items: Material to be withdrawn from a warehouse for the order. Reservations are created. Non-stock items: Material to be obtained specifically for the order. You do not have to enter a material number. Purchase requisitions are created. Text items: User-defined text is entered. Text items are used for materials without a material master record or for comments.

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Stock Material: Process Flow

Component assignment Material reservation

Availability May check

Order release

Printing Automatic availability check May

Goods issue

 SAP AG 1999

You can perform an availability check for each component item or for all components in the order when assigning components. The material availability list enables you to obtain an overview of the availability situation. Material reservations are generated when you save the order, and depending on the order type, are effective when you save or release the order. An automatic availability check may be made when you release an order. It is possible to release the order even in the event of non-availability. You can also print out a material pick list and withdrawal slip when you print the order papers. Planned goods issues are entered with reference to the reservation or order number. The system proposes the planned components for withdrawal posting as a default. If the goods issue is unplanned, you must enter the order number, material number, and quantity.

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Non-Stock Material: Procedure

Component assignment Purchase requisition Purchase order Order release Goods receipt Company

Invoice

xyz

Invoice receipt

 SAP AG 2003

When non-stock materials are assigned in the order, additional purchasing information can be entered. This information is transferred to the purchase requisition automatically generated by the system. Depending on the order type, the system generates one or more purchase requisitions when you save or release an order. In Purchasing, purchase orders are generated from the purchase requisitions. The purchase order items are assigned to the account of the service order, in other words, the service order is debited with the costs of the procurement process. The system displays purchase requisitions and purchase orders for the order in the document flow. Goods receipts with reference to the order can be entered as soon as the order is released. When valuated goods receipts are entered, the purchase value is debited to the service order. The service order is automatically credited or debited by invoicing differences on invoice receipt. You can display the goods receipts entered in the list of goods movements for the order as well as in the document flow.

Moreover, an option exists for you to transfer materials from an external catalog in the order via the Open Catalog Interface (OCI). As an alternative to purchase order processing in SAP R/3, purchase requisitions can be transferred to an external purchasing system such as the SAP Enterprise Buyer (EBP), for example.

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Material through Internet Catalog (e-Procurement)

Direct catalog access Catalog Access through EBP

 SAP AG 2002

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Direct Catalog Access (OCI)

R/3 Order 4711 Item 10 Item 20

Order 4711 Item 10 Pump P1000 Gears Gx01 Item 20 Washer 10-10

External catalog To catalog

1 Components transfer

3

2 Pump P1000 Gears Gx01 Washer 10-10

Purchase requisition

 SAP AG 2002

If you want to access an external, internet-based catalog for spare parts, a direct connection between the component list of the order and the catalog can be established. The connection is established using the OCI (Open Catalog Interface). A prerequisite for this is that the catalog and its call-up structure are defined in Customizing. If you select a spare part out of an external supplier catalog, an item of category N (non-stock item) is created in the component list of the order. If you select a spare part out of an internal, intranet-based catalog, an item of category L (stock item) is created in the component list of the order.

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Catalog Access through EBP

R/3 Order 4711 Item 10 Item 20

Order 4711 Item 10 Pump P1000 Gears Gx01 Item 20 Washer 10-10

EBP

Order selection

External catalog To catalog

Order 4711

1 Components transfer

5

Item 10 Item 20

Order 4711 Item 10 Pump P1000 Gears Gx01 Item 20 Washer 10-10

2 Transfer to shopping cart

3 4

Pump P1000 Gears Gx01 Washer 10-10

Purchase requisition

 SAP AG 2002

The connection between the order and the catalog can also be established by the Enterprise Buyer Professional (EBP). The Enterprise Buyer Professional is an SAP system (separate from R/3) which provides internet-based procurement processes. Various scenarios are available: - Classic scenario: EBP as an "interface" to select a spare part - complete procurement process in backend system (for example, R/3). - Extended classic scenario: The purchase order is created in the EBP - all the subsequent processes take place in the backend system. - Decoupled scenario: The complete procurement process takes place in the EBP. A possible process could be as follows: A maintenance order is created in the backend system. The EBP system is started through the URL (http://...). The component planning is started and the order is found. Operation is chosen. A catalog defined in the EBP is used to search for and select components. The component list is transferred to the EBP where it can be supplemented or changed. The component list is then transferred to the backend system. The component list is copied and added to the operation (usually as a non-stock item). When the order is saved or released, a purchase requisition is generated. You can find further information on this topic in the PLM315 and EPR210 courses.

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Material Planning - Settings

Default values for component item categories Movement types for material reservations Time - relevance for materials planning Material availability check Display of goods movements Default value profile for non-stock components Access sequence for delivery addresses  SAP AG 2003

The item categories for order components can be proposed based on the material type and maintenance plant. The standard movement types for the goods issue and goods return are 261 and 262. The material reservations can be relevant for materials planning either when saving or releasing the order (Movement allowed indicator in the reservation). The option of displaying goods movements for the order directly from the order must be activated for the order type. You can create default value profiles for the purchasing data of the non-stock components. The delivery address of the non-stock components can be determined on the basis of the address of the order, the notification, the functional location, the equipment, the sold-to-party, or the goods recipient.

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Material Availability Check

Availability requirements for orders Checking group

Material availability list

Checking rule

Order system status

Scope of check:

Response for release and missing availability

Stocks Receipt / issue Storage location check Replenishment lead time

 SAP AG 1999

The availability check is controlled by the checking group from the material master and the checking rule, which is defined for each plant and order type. The scope of the check is defined for each combination of checking group and rule, in other words: Which stock categories are considered Which elements relevant for materials planning (receipt/issue) are considered (for example, purchase requisition, purchase order, planned order) Whether the replenishment lead time is checked Whether the availability check should be made at plant or storage location level The availability check can be set for the order created and order released. It can be set automatically when the order is saved. The system response for availability not provided when the order is released can be set (no response, warning or error message). You can display information regarding the availability of materials that have been scheduled for an order in the material availability list. The quantity determined and confirmed for stock components by the availability check is compared with the quantity required. For non-stock components, the list provides information about whether the date of the planned goods receipt (from a purchase requisition or purchase order) is appropriate for the earliest or latest start date for the operation.

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Service Order with Advance Shipment

Creation of service order

Advance shipment Customer order

Material selection from order component list 1000783

PC Maxitec R-1160 Screen R-1120 Cable R-1130 Keyboard

Material selection from structure list

Item 10 20

Sales order for advance shipment

 SAP AG 1999

If the materials required for executing the work should be sent to the customer, you can create a sales order for advance shipment from the component overview of the service order. You can thereby create the material items for the sales order by selecting the components in the service order, or by selecting from the structure list for the reference object. In the following sales order dialog box, it is possible to supplement and change the material items proposed from the service order. If changes are made to the items in the sales order, the service order is not updated. The sales order is saved together with the service order. The advance shipment sales order is displayed in the document flow for the service order. The service order and the components copied to the sales order are assigned the system status "Advance shipment occurred". The system also automatically sets the indicator "Non MRP-relevant" in the service order for the spare parts. Only one sales order is created for a service order. If an advance shipment of additional material components is required later, the existing sales order can be enhanced from the service order. Generating advance shipment sales orders using the sales document type consignment fill-up offers you additional options (customer consignment).

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Advance Shipment with Customer Consignment 1

Service order

Creation of service order

5 Resource-Related Billing

Billing document

2

Generation of sales order

4 Generation of goods movement for order

Customer order Item 10 20

Consignment fill-up

Outbound delivery

3 Creation of customer consignment stock

Consignment withdrawal

4

Reduction of customer consignment stock

 SAP AG 2003

The customer consignment enables you to optimize the process of advance shipment. A sales order of sales document type CF (consignment fill-up) is created from the service order. This makes it possible to bill the spare parts actually required after the consumption posting. A delivery of the materials required is generated based on this sales order. The materials are posted to customer consignment stock. This means that, for the moment, they remain the property of the service provider. The customer consignment stock is reduced as a result of the consignment withdrawal (manual goods movement with movement type 261 W). The goods movement is assigned to the service order. In resource-related billing of the service order, the customer is charged for the materials withdrawn from the consignment stock. Materials that are not required can be posted back from the customer consignment stock into your own stock using a sales order of sales document type CP (consignment pick-up) or a manual goods movement. You can find more information on this scenario in SAP Note No. 597012.

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Printing, Paging, and Mobile Devices

At the conclusion of this topic, you will be able to: List the options for printing orders Describe the print settings List the paging options Describe the mobile device options

 SAP AG 2001

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Print Control

Define shop papers

Selection

• ID

Print proposal for each document type

• Program • Form routine • Form

General / user-specific print specifications

• Description

Print diversion (optional)

 SAP AG 1999

The shop papers used are defined first. For each shop paper, you can define additional control indicators, such as delta printing, updating the print status for each operation or component. You can also mark the shop paper as a time ticket or confirmation slip. For each notification and order type, you define which shop papers can be printed and which are printed as a system proposal. If shop papers are not specified for an order, printing is not possible. The checkbox informs the system that a shop paper for printing is proposed for an order type. If the field is not selected, the user must specify manually which paper should be printed. The print diversion enables you to define that the print attributes of a particular shop paper depend on certain field contents in the order. As soon as you have printed shop papers for a service order, the system automatically sets the corresponding status and creates a log. You can use the log to determine which papers have already been printed, who requested the print, and when they were printed.

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Communication

Paging

Short message

Mobile Asset Management:

Mobile service (SAP R/3 edition):  SAP AG 2003

There are a number of options for communicating with service technicians. You can use paging to send short messages while processing orders/notifications. Technicians (system user/personnel number), customer, or contact person are able to receive short messages. Using the same technology, you are also able to send messages via the internet or SAPoffice. Mobile Asset Management uses the SAP Mobile Engine as a platform. The SAP Mobile Engine is a platform-independent runtime environment for offline mobile applications. Mobile Asset Management contains the following functions: Display and confirm service orders Create, display and change service notifications Display customer and order data Display functional locations and pieces of information and their warranty information. The application Mobile Services (SAP R/3 edition) is designed for the many requests of field sales representatives. They work with the application offline on a laptop. Using this application, service technicians can effectively document and manage the whole service lifecycle. Service technicians also have offline access to important information on their laptops. This application is completely intergrated with SAP R/3 via CRM Middleware. As a result, all data changes in the application Mobile Service (SAP R/3 edition) or in SAP R/3 are automatically exchanged between the two systems and synchronized. Mobile service (SAP R/3 edition) contains the following components: Equipment display and changes to existing equipment hierarchies. Process and create service notifications and orders. The billing function is not supported. Create confirmations Time recording and travel expenses Display and maintain business partner or customer data © SAP AG

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Display contract data for the customer Create and print service reports for the customer

Online Scenario Online

Advantages: Being locally independent Immediate data entry Improved data quality by avoiding transfer errors Permanent access to current data Technology: Mobile phone - WAP service IK72w Wireless PDA - HTML service IK72hh

 SAP AG 2002

In Asset Life-Cycle Management, the various inspection tasks can be carried out using mobile devices. The following scenarios are supported: Enter counter readings and measurement values on site - Enter damage codes - Create malfunction notification (optional) - Enter short text (only with HTML scenario) - Plausibility check of entered values

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System Landscape for Wireless Applications Firewall

Public: Public: GPRS GPRS UMTS UMTS

Telecom Telecom Provider Provider

WML binary

WAP WAP Gateway Gateway

Wireless network

WML

HTML

ITS ITS ITS ITS

RFC

Local: Local: WLAN WLAN

Access point

Web App. Web App. Gate Gate Gate

SAP R/3

HTML WML

HTTP

TCP/IP

 SAP AG 2002

For further information concerning the WAP scenario, see SAP Note 367222. For further information concerning the HTML scenario, see SAP Note 507570.

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Offline Scenario Offline Advantages: Mobile processing of complex maintenance tasks Offline processing

My Service Objects My Orders

Runs on almost any PDA

My Notifications

Technology: Mobile Engine (mySAP Mobile Business)

 SAP AG 2003

The Mobile Engine (part of the mySAP Mobile Business solution) enables users to process a large number of maintenance tasks offline on a PDA. There is no need to be permanently connected to the backend system. The Mobile Engine provides: Data transfer to PDA Database to locally store data Synchronization with SAP backend system The following functions are available: Display technical objects Display notifications assigned to orders Confirm actual times Book goods issue for an order Local availability check Create and process orders/notifications (February 03) Install/dismantle equipment Create measurement documents Local material management There is a Local Profile Manager (LPM) to create customized input screens.

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Mobile Business Architecture

Mobile Engine Local database Lokaler web server Synchronization

ITS Workplace Server Role information Single sign-on

Wireless Gateway

Web Server

Web Application Server

Mobile Client

Web Server

Device recognition System templates

Middleware BAPI wrapper

Applications R/3 Enterprise

BW

SCM

PLM

CRM

 SAP AG 2002

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System Requirements for Mobile Engine Client Mobile Engine 2.1 (with Java Virtual Machine) Web browser PDA (Pocket PC) or laptop (Win OS)

Server Web Applicaton Server 6.20 Web server supporting Java servlets Synchronization server

Backend R/3 4.6B, 4.6C and R/3 Enterprise mySAP PLM Asset Life-Cycle Management must be installed

 SAP AG 2002

Further information: www.sap.com/solutions/mobilebusiness

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Paging Paging = sending short messages Availability: Notification header Order header Notification/order - partner overview Graphical monitor

Possible recipients: Customer Contact person System user Personnel number

 SAP AG 2001

During notification and order processing, you can send short messages to one or more partners using a pager. This is possible from a number of different R/3 screens. These short messages can also be predefined standard texts. You are also able to send messages using the Internet or SAPoffice. The partner function that you specify on the partner data screen must be assigned to one of the following partner types using the partner determination procedure: The following data must also be defined for the partners: Contact person/customer: The communication type PAG must be entered in the address for this partner under "Further communication". System user: The communication type PAG must be entered in the user master record under "Further communication". Personnel number: The personnel number must contain info type 105 (communication) and be assigned to a system user name. The communication type PAG must be entered in the assigned user master record under "Further communication". You must also define in each address or user master record the subtypes of the pager service that are available to the partner, and define one of them as a standard service. If you are sending pager messages from the notification or order header screen, you must define the partner function for paging in Customizing for the relevant notification or order type.

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Paging - Supported Services

FAX

=

Telefax

INT

=

Internet mail

PAGE

=

Pager services

PRT

=

Printer

RML

=

R/Mail or SAP-Office

@

 SAP AG 1999

To send pager messages, you must define subtypes for the pager services in the Customizing for Basis Components. When defining subtypes, check the information that the paging providers certified for the R/3 System make available to you. These providers include, for example, Balloon in Germany (supported paging services include D1 SMS, Skyper, Cityruf, Scall, D2 SMS) and RPA in the USA (supports services include MCI and Skytel). Definition of standard texts: Create SAPscript text. You can also use variable text symbols, which are automatically replaced by notification or order data when the short message is sent (tables - notification: VIQMEL, order: CAUFVD). Assign a standard text in the Customizing for the notification or order type.

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Paging - Information

System status PAGE Paging status on partner screen Document flow Action log Status Message text

 SAP AG 1999

It is only possible to send short messages if the notification or order has not yet been completed. The notification or order may not be marked for deletion. The user status can be employed to restrict the sending of short messages further. When the first short message is sent, the system status is automatically set to PAGE. The short messages are only sent once the notification or order has been saved. After sending the message, the paging provider confirms various communication statuses or paging statuses. The following statuses are possible: Sent / Successful / Warning / Error. The paging provider does not inform the R/3 System whether the short message has been received successfully. The paging status can be displayed from the notification or order header, partner screen and graphical monitor. You see all the notifications and orders from which pager messages have been sent for each partner selected. The last status that was transmitted for each pager message is displayed. You can see an overview of all the short messages sent for each partner in the action log of the notification or order. The system generates an entry with the appropriate status for each address and each message sent. All the short messages sent and the transmission history are displayed in the document flow for the notification and order (View "Object Links").

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Paging - Technology

Notification / order Data transmission

Event

Status confirmation

SAPoffice / SAPconnect R/3 System External communication server

RFC

RFC

Paging server Provider interface

Paging provider

 SAP AG 1999

The components SAPoffice and SAPconnect are required by the paging service. For more information, see the documentation under BC - Basis Components / Communication Interfaces. SAP offers a complete installation routine based on Install Shield. This installs the required server programs on the communications server (Windows 95, NT). Necessary enhancements to the ini-files should be discussed with certified partners.

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Completion Confirmations

At the conclusion of this topic, you will be able to: List the options for completion confirmations Name the settings for completion confirmations

 SAP AG 1999

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Order Confirmation Working time: Internal activity External services Goods receipt Service entry sheet

Activities Activity reports Completion confirmation texts

Material postings Planned withdrawals Unplanned withdrawals Goods receipt for purchase order

Object changes  SAP AG 2003

Measurement values/counter readings

All relevant information that has been created during execution of the order is entered during order confirmation. This information includes the hours worked by your technicians. Services performed by a third party are documented as goods receipts or service entry sheets, depending on the type of purchase order. The activities performed are described in one or more notifications for the order. Completion confirmation texts can also be created during the entry of time confirmations. The system posts both material withdrawals from the warehouse and goods receipts of materials ordered directly from the vendor. Object changes, such as conversion tasks or the installation and dismantling of equipment, are documented as changes to the master data for the corresponding technical objects. Measurement values and counter readings are entered in the form of measurement documents for the technical object. The confirmation of internal services, material withdrawals, notification data, and measurement documents on one screen is possible using the "Overall completion confirmation" function. In the component travel expenses, you can enter your travel expenses and assign them to the service order. In this way, travel expenses are posted to the service order and can be charged to the customer.

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Control Parameters for Completion Confirmations

Logs Partial/final confirmation Clear reservations Type of date check Proposed date and services Goods movements: Only backflushing

 SAP AG 1999

The confirmation parameters are defined for each plant and order type and can be changed temporarily when the completion confirmations are entered. The indicator for the actual costs log defines whether a log should be generated for the actual costs determined. If the indicator for logs of goods movements is set and the system identifies errors in the goods movements when the completion confirmation is saved, the system issues an error log before saving. You can correct the errors there, if necessary. Default values can be defined for the final completion indicator and clearing of outstanding reservations. You can also specify whether the system should propose execution dates and the planned service as an actual service. If the indicator for material movements is set, then the system proposes all the material components on the goods movement screen of the completion confirmation that had been planned. If the indicator is not set, only backflush quantities are proposed.

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Technical completion

Documents that all work has been completed Fixes location and account assignment data Reference time set All associated notifications can be closed Cancellation of outstanding capacities Cancellation of outstanding reservations and purchase requisitions Status "Technically complete"

 SAP AG 2003

You can enter the reference time when technically completing the order. The reference time is the date and the time that the notifications and completed orders were stored in the history. All outstanding planning data is canceled when you perform a technical completion: Capacity requirements which have not been completely confirmed Material reservations for which a withdrawal posting has not yet been performed Purchase requisitions for which no purchase orders currently exist You must have assigned a settlement rule to the order before you can technically complete it. The technical completion of an order can be canceled.

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Completion Confirmation - Customizing

Control parameters Screens for overall completion confirmation Field selection List entry Proposed reference time for technical completion

 SAP AG 1999

When defining the profiles for the overall completion confirmation, you define which: Fields should be displayed in the header data Order and notification data can be entered in or two columns in the maximum of five screen areas Pushbuttons are available The field selection can be set for the initial screen of the individual completion confirmation, the entry screen and the confirmation parameters. In list editing, the selection screen for the operation list and field selection for the list can be set. The current date, entry date, basic start date or end date can be used as the proposed reference time for the technical completion.

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Billing

At the conclusion of this topic, you will be able to: List the options for billing service orders Make the settings for billing

 SAP AG 1999

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Resource-Related Billing

1

Create billing request

• Generate dynamic items

• Create billing request

Service order

Billing request

2

Create billing document

Billing document

Company

Dynamic items

xy

Invoice

 SAP AG 1999

During billing, the system generates dynamic items from the information about the expenses involved (for example, costs for material and personnel). Before a billing request is created, you see a modifiable overview screen that enables you to determine what the billing request should look like, and which amounts should be calculated, postponed, or canceled. You generate the billing request from this overview screen. You can work on this screen, for example, to simulate prices or save the dynamic items. There are two summarization levels: First level: The system summaizes the data records for the overview screen of the dynamic items. Second level: The system generates a billing request using the data from the dynamic items. If necessary, the system summairzes the data again. Summarization depends on the settings in the dynamic item processor profile. The billing request is a special form of sales order and forms the basis of the billing document. Each item in the billing request has a material number that is determined by a material determination procedure defined using the dynamic item processor profile. You can create a billing request using single or collective processing. The functions "Create billing document", "Process billing due list", and "Batch billing" are available to you for creating billing documents.

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Service Product in Service Order

Service order Service product • Description of service • Configuration possible • Billing with fixed price possible

 SAP AG 1999

You can assign a service product (service materials) in the service order header to describe the services to be provided for the customer and to bill the services with a fixed price. You can also enter a configurable material and assign values to the characteristics. For billing with a fixed price, the configuration is copied into the billing request and can control the determination of variant conditions. If the order has the "flat-rate" billing form, the customer is billed for the sales price of this service product. Variant conditions can also be determined for configurable materials based on the characteristic values entered. If the order has the “Costs" billing form, the service product appears as a statistical item in the billing request and billing document. If a general task list is assigned to the service product in table T399A, the operations and components of the general task list are transferred to the service order when the service product is entered. You can also work with configurable general task lists.

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Dynamic Item Processor

Flexible tool for creation of dynamic items Use: Resource-Related Billing Flat-rate billing document with list of actual expenses Resource-related creation of quotations Flat-rate quotation with list of planned expenses

Control using Dynamic Item Processor profile (DIP profile)

Source data

Dynamic items

Billing request/ quotation

 SAP AG 2003

The dynamic item processor (DI processor) is a tool used by the system to summarize data on dynamic items during resource-related quotation creation and billing (for example, line items that arise through the posting of goods movements, completion confirmations or surcharges). The Dynamic Item Processor profile (DIP profile) controls how the system summarizes data on dynamic items. You can use the DIP profile for creating quotations and billing (both resource-related and flat-rate). The assignment to the DIP profile is performed in the service order header or sales document item. You can enter the default profiles in the Customizing for service order types or sales document item categories. The following customer exits are available: AD010001 (Change object list and its hierarchy) AD010002 (Limit selection and/or filter data determined) AD010003 (Create user-defined DI characteristics) AD010005 (Create user-defined sources) AD010007 Change DI Processing Information V46H0001 (Complete item fields and generate additional item partners) SAP R/3 Enterprise includes the following new transactions: Collective processing: DP96 (for sales orders), DP97 (for service orders) Document flow evaluations: DP99A, DP99B, DP99C (for the order), DP98 (for the billing request) For more information on the dynamic item processor, see SAP Note 301117.

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DIP Profile Profile Profile Usage Characteristics Sources

Quotations or billing Sales document types, warranty check, error in material determination Which fields are relevant? Summarization based on characteristics Presentation on overview screen How are dynamic items determined?

Selection criteria Material determination

For which characteristic values are items created? How are material numbers determined? Copy quantity/costs

Selection Selection criteria criteria

For which characteristic values are which material numbers found?

 SAP AG 2003

You can use the DIP profile for the purpose of creating quotations and billing. The types of sales document (for quotation, billing request and credit memo request) to be generated are defined per usage. You can also define whether the system should perform a warranty check during billing. The indicator DI with Material defines how dynamic items without material are processed: If the indicator is not set (presetting), an error message appears during the processing of a dynamic item that cannot be assigned to a material. If the indicator is set, then only those dynamic items that can be assigned to a material are processed. All other specifications are made per usage. Characteristics relevant to the determination of dynamic items are defined for each usage. The following indicators are available for each characteristic: Characteristic-relevant: If you set the indicator, the characteristic is read by the source specified in the profile and used for creating the dynamic items. All source documents for which the values of the relevant characteristics are identical are consolidated into one dynamic item. Material determination: If you set the indicator, the characteristic is relevant for the material determination, that is, it is available for determining the criteria for the material determination. No consolidation: Controls the second step of the consolidation for dynamic items, that is, of dynamic items to items of the billing request. If you do not set the indicator, the system consolidates all the dynamic items for which the same material was found into one item in the billing request, even if, for example, the activity type assigned is different for both materials. If you set the indicator (for example, for the "activity type" characteristic), the system does not consolidate the dynamic items for which the same material was determined into one item for the billing, if the activity types are different. Structuring: Specifies whether the field is relevant for the structuring, that is, whether it is used in the overview screen of the quotation creation or billing for the structuring for the dynamic items. If you set the indicator, you can use a set to specify additional structuring information in the DIP profile. The structuring settings can be changed in the overview screen of the quotation creation or billing. You can specify the desired sequence of the structuring for the characteristics that should be used for the structuring. Specify the data sets for the sorting. You can define your own characteristics and enter values for these using the enhancement AD010003. © SAP AG

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DIP Profile II Profile Profile Usage Characteristics Sources

Quotations or billing Sales document types, warranty check, error in material determination Which fields are relevant? Summarization based on characteristics Presentation on overview screen How are dynamic items determined?

Selection criteria Material determination

For which characteristic values are items created? How are material numbers determined? Copy quantity/costs

Selection Selection criteria criteria

For which characteristic values are which material numbers found?

 SAP AG 2003

The sources define which data is used to determine dynamic items (for example, actual costs of line items or totals records, planned costs and so on). You can define your own sources using the customer exit AD010005. Selection criteria for sources: In this step you can use a set to specify criteria for the selected characteristics. These criteria determine what data should be read from the sources. If, for example, you only want to use data with the activity type "Activ.1" and "Activ.2" for the creation of dynamic items, you must enter a set containing these two activity types for the "activity type" characteristic. You can also use cost type groups, activity type groups, or cost center groups instead of sets for the selection for the characteristics of cost type, activity type, and cost senter. In the material determination, you can define which service materials are determined from characteristic values for billing request items. The following indicators are available: Copy quantity/cost: This lets you control how the quantities and costs determined from the source are transferred to the items in the sales documents (only costs, costs and quantity, only quantity, only if costs or quantity are not equal to 0). Material direct: controls whether the material from the source should be assigned to the dynamic items. Single: Use this to switch on or off the consolidation before generating the sales document, for example, the billing request. If the indicator is set, several dynamic items with this material number are not consolidated to one item of the billing request. Quantity conversion: Determines whether the quantity in the dynamic item is converted to the sales unit or the base unit of measure of the material. Selection criteria for the material determination: Here you define the characteristics for which the material should be determined. You can make the specification in the form of sets or individual values.

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Accounting indicators

Differentiation of costs and revenues for service orders Also possible within an order Assignment in order header or completion confirmation document Individual control of: Billing Price determination Order settlement (CO-PA)

 SAP AG 2003

The accounting indicator is a criterion, with which you can differentiate between costs and revenues in service processing. Costs due and revenues earned can therefore be identified, for example, according to warranty or goodwill. You can enter accounting indicators in the order header or when confirming time and material. If you want to bill a customer partially for a dynamic item or not at all, you can determine a discount based on the accounting indicator. However, you must have previously defined a condition type in the pricing procedure for price determination, in whose access sequence the accounting indicator is located. The dynamic item appears together with the accounting indicator on the billing request. An assignment to accounting indicators is only possible for order processing if the order is settled to a profitability segment. For this, the Profitability Analysis (CO-PA) component must be active. The accounting indicator influences the determination of value fields for the profitability segment in profitability analysis. You can change the accounting indicator on the overview screen for dynamic items. The change only applies to the overview screen and billing request. It has no effect on the individual document in Controlling. You can also rebook accounting indicators. You post another accounting indicator for an individual CO document, which the system has created, for example, for a completion confirmation.

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Warranty Processing

Warranty check: Notification processing Order processing Creation of billing request

No billing: Overall order: Accounting indicator / user status Expenditure item: Accounting indicator Dynamic items: "Cancel" selection

 SAP AG 1999

If the reference object has an active warranty, the system informs the user (assuming the corresponding settings have been made) using the following functions: Processing of the notification or service order Creation of the billing request. If you are unable to bill the overall order, you can do this by entering an accounting indicator in the order header. Alternatively, you can set a user status which forbids the business operation "Create billing document". If only individual expenditure items are to be billed, you can configure this by entering an accounting indicator in the time or material confirmation. For other expenditure items, you can set the accounting indicator subsequently using the function "Repost accounting indicator". An accounting indicator may result in no dynamic items being created, a particular material number being determined for the billing request, or a discount being calculated. You can also cancel the creation of a billing request for those expenditure items which should not be invoiced.

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Sales Documents - Settings

Billing request Sales document type Item categories with assignment Price determination

Billing document Billing type Message determination

 SAP AG 1999

The sales document type for the billing request is entered in the DIP profile. The billing type for the billing document is defined in the Customizing for the sales document type. Item categories are determined using the sales document type, item category group from the material master and usage. The usage SEIN stands for dynamic items relevant for billing, usage SENI for dynamic items not relevant for billing. For the "flat-rate" billing form in the service order, the item with the service product has the usage SEIN, the expense items have the usage SENI. For the "Costs" billing form, the item with the service product (where available) has the usage SENI, the expense items have the usage SEIN. A pricing procedure for the price determination is determined from the sales area, document pricing procedure of the sales document type, and customer pricing procedure from the customer master. These contain the permitted condition types. The features of the billing document are controlled using the billing type. The settings for printing billing documents are made in the message determination.

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Settlement and Completion

At the conclusion of this topic, you will be able to: List the options for settling and completing service orders Make the settings for settlement and completion

 SAP AG 1999

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Order Settlement Settlement receiver

Settlement = Further allocation of costs and revenues for an order to the settlement receiver(s). These are located in the settlement rule. Costs Revenues Service order

This can be automatically determined based on the order header data entered. Manual changes to the settlement rule are possible.

 SAP AG 1999

Prerequisites for the settlement of a service order: The order must be released. A settlement rule must exist. The order must contain costs or revenues that have not yet been settled. Settlement can be performed as many times as required. The order type determines which settlement receiver types are possible and which type will be proposed as a default. Possible settlement receiver types are: G/L account, cost center, order, WBS element, asset, material, network, profitability segment, sales order, and business process. A profitability segment is a combination of account assignment features, such as company code, sales organization, division, customer, and article. It is used in Profitability Analysis (CO-PA).

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Order Settlement - Settings

Order type

Settlement profile Assignment to

• Settlement - yes / no • Allowed recipients • Account assignment proposal • Control of distribution rules

Allocation structure "What is settled and how?"

Settlement rule

PA transfer structure

• Time of creation

Assignment of CO-PA - value fields

• Distribution rule Sub-order

Source Source structure structure Settlement Settlement to to different different receivers receivers

 SAP AG 1999

Each order type is assigned to a settlement profile. The settlement profile contains the relevant information for controlling order settlement. Here you define whether a settlement should be made at all, which are the allowed settlement receiver categories, and which of those should be proposed when the settlement rule is created. You also define here whether distribution rules are created with absolute amounts, percentage rates or equivalence numbers. An allocation structure is assigned in the settlement profile. The allocation structure controls which source cost elements are settled according to cost elements and which with a settlement cost element. The PA transfer structure is a rule for assigning costs and revenues to the quantity and value fields in profitability analysis (CO-PA). The source structure is used to settle the costs arising on an order by cost element (group) to different receivers. The time for maintaining the settlement rule is defined for each order type: Automatic determination when the order is released (if possible) Mandatory for order release Mandatory for technical completion Sub-orders can receive the same settlement rule as the superior or main order. They can also be settled to the superior or main order.

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Business Completion

Prerequisites: Order is released or technically completed Order is completely settled

Consequences: Order can no longer be changed Order can no longer be posted to Status "Completed"

 SAP AG 2001

If technical completion has not yet been performed for the order, this is performed by the system using the function Business complete. Business completion is possible as single or collective processing. You can cancel business completion if the order needs to be posted to again after business completion. You must fully settle the order again before you can perform business completion for it.

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Field Service Planning: Unit Summary

Service orders are used to plan, control, execute, document and settle service tasks. An order consists of order header, operations, components and utilities. Times, activities, material withdrawals, goods receipts and invoices are confirmed on an order. The order can be charged to the customer as resource-related or with a fixed price. An order can bear costs and revenues that are settled to the settlement receiver.

 SAP AG 1999

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Field Service Planning: Exercises Unit: Field Service Planning Topic: Order Processing At the end of these exercises, you will be able to: • Create a service notification with a service order • Put orders in process and print them • Confirm work times and material withdrawals • Perform resource-related billing for a service order A customer calls and reports a problem. A technician needs to be dispatched to the customer to solve the problem. The technician needs materials to perform the work. The customer is billed for the work.

1-1

Creating a service notification with a service order Create a service notification (notification type: Problem notification). Which notification number is assigned by the system?

Your customer informs you that their network server has broken. Enter a suitable problem description in the notification short text. For the Sold-to party, enter your customer with the number T-CSD##. Enter the Equipment T-CSE1## as the reference object. Select the notification priority high. Choose a suitable damage to describe the customer problem.

From the notification, create a service order for deployment of the technician. Confirm the entry for the service order:

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Order type:

SM02

Planning plant:

1200

Business area:

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Main work center:

PC-SERVS / Plant 1200

In the first operation of the service order, enter a planned work time of 4 hours. Set the order to in process. Print the shop papers without dialog box. What order number is assigned?

1-2

Confirming the service order Enter the confirmation for technician deployment Use the function Overall completion confirmation. Choose Extras → Settings, select the profile CS0001, and save the settings. Enter the order number and use Enter to confirm. For the first operation, enter an actual time of 3 hours. Enter a time traveled of one hour for the technician. To do this, enter operation number 10 in the second line, and Enter to confirm. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours). Enter a goods issue for the material withdrawal R-1120, quantity 1 from plant 1200, storage location 0001. Enter a damage code for the service notification item. Technically complete the order and save the confirmation data.

1-3

Resource-Related Billing Create a billing request for your service order. What number does the billing request have? Delete the billing block. Create a billing document directly from the billing request. Save the billing document. What number does the billing document have?

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Unit: Field Service Planning Topic: Order Types At the end of these exercises, you will be able to: • Create a new order type

To cover your own requirements, you must define an individual order type.

1-1

Creating an order type 1-1-1 Creating an order type Create a new order type. Copy the entries for order type SM02 and make any changes required. Use Z## as the ID for the order type. You want to enter the serial number, material number and device data as reference objects for the new order type. 1-1-2 Settings for service Mark this order type as a service order type. The manual credit limit check should be possible (credit group 01). The proposed DIP profile is 00000001. 1-1-3 Number range Assign the order type to number range group Services to third parties. 1-1-4 Assigning an order type - plant Make the order type permissible in plant 1200. 1-1-5 Default values Copy the default values for task list data and profile assignments from the entry for plant 1200 / order type SM02 and make the following changes: H should be proposed as the unit of measure for external operations.

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Each task list should only be included once in an order. To include operations from the same task list more than once, you should sort the operations. 1-1-6 Settlement rule The settlement rule should only be created when the order is technically completed. For sub-orders, the superior order should be the settlement receiver. 1-1-7 Reference time The proposed reference time for the technical completion should be the basic end date. 1-1-8 Notification and order integration Enter the notification type S2 for your order type, so that a notification with this notification type can be created during the overall completion confirmation. In addition, long texts should be copied from the notification to the order. 1-1-9 Maintenance activity types The maintenance activity types Service and Warranty case should be allowed for your order type. The maintenance activity Service should be proposed. 1-1-10 Costing data Assign the costing variant SM01 to your order type to determine planned and actual costs. 1-1-11 Other parameters The increments for operation numbering should be 10. Your order type should also have the following attributes: •

Header status changes should be recorded for each document.

•

Collective purchase requisitions are generated from an order.

•

Reservations and purchase requisitions are effective or generated when the order is saved.

•

Change documents are written.

•

The purchase order price cannot be changed in purchase requisitions.

1-1-12 Goods movements All goods movements for your order type should be documented (except goods receipt for refurbishment). 1-1-13 Availability check © SAP AG

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The same checking control should apply to the availability check as for plant 1200 / order type SM02 (for order created and released). 1-1-14 Priorities Your order type should be assigned to priority type SM. 1-1-15 Partner determination procedure Assign your partner determination procedure ## to your order type. The partner function for the customer should be AG, for the responsible employee in the order header and paging partner X*/Z*. Capacity requirement records should be generated for the partner function RP. 1-1-16 Scheduling Copy the scheduling parameters for plant 1200 / order type SM02 to your order type. 1-1-17 Completion confirmations Copy the control parameters for completion confirmations for plant 1200 / order type SM02 to your order type. Do not make any changes. 1-1-18 Control key Create a new control key Z## by copying control key SM01. When scheduling, do not consider operations with the new control key. These operations should not create capacity requirements. The control key SM01 should be the default control key for your order type. 1-1-19 Create Order Test your order type by creating an order of this order type. Enter serial number 1 and material T-FSN##. Enter your work center TECH## as the main work center. Enter tomorrow at 8 a.m. as the basic start and tomorrow at 5 p.m. as the basic end. Enter your work center TECH## as the performing work center for the first operation. Enter a planned working time of 8 hours for the first operation. Save the order. Your order number:

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Unit: Field Service Planning Topic: Scheduling and Capacity Planning At the end of these exercises, you will be able to: • Make the settings for scheduling • Use the scheduling functions • Display capacity evaluations The dates for orders are planned. The number of employees available is considered.

1-1

Setting Scheduling Parameters Maintain the scheduling parameters for your order type. The basic dates should not be adapted; the dependent requirements should be placed on the basic start date. The scheduling log should be displayed automatically.

1-2

Capacity Planning and Availability Check Maintain the settings for the availability check for your order type. A capacity/availability check should take place when you release the order. If capacity is not available, the order release should be prevented.

1-3

Schedule Order Create an additional internal processing operation with a planned work time of 4 hours for the work center TECH## for your order from the previous exercise. Schedule the order and display the operation dates determined. Release the order and save it.

1-4

Create Order Create a new order with your order type, sold-to-party T-CSD## and main work center TECH##.

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Enter tomorrow at 8 a.m. as the basic start and two days from now at 5 p.m. as the basic end. Enter a planned working time of 8 hours for the first operation. Try to release the order. Call up the capacity scheduling. Confirm and copy the proposed date. Save the order. Your order number:

1-5

Graphical Leveling In capacity planning, call up the graphical leveling for your work center TECH## in plant 1200. Schedule the operations of your orders and save the planning result.

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Unit: Field Service Planning Topic: External Services At the end of these exercises, you will be able to: • Order external services from the order

External companies should execute certain work.

1-1

Planning External Services Change your first service order. Add an external operation with control key SM02 and text Cleaning. Quantity:

1 PU (Activity unit)

Price:

500 EUR

Vendor:

1000

Add an externally processed operation with control key SM03 and text Services. Enter the services Cabling of networks (service number 100133) and USV installation (service number 100137) with one LE and a price of 1000 EUR. Save the order. Change the order again. Define the following data: Purchase requisition number of the first external processing operation: Purchase requisition number of the second external processing operation:

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Unit: Field Service Planning Topic: Material Planning At the end of these exercises, you will be able to: • Plan components in the order

Materials are required to execute the work. Some of these can be withdrawn from the warehouse; the rest must be taken directly from the vendor.

1-1

Planning Material Change your first order. Add the following components from the structure list to the first operation: •

Cable with shock-proof plug.

•

Hard drive

In addition, add the following non-stock item: •

Material R-1133, quantity 1, item category N

Check the availability of the first material. Go back to the operation overview and call up the availability check for all stock materials. Are all stock materials available? Save the order.

Change the order again. Display the material availability list. Define the following data: Reservation number of the first component: Purchase requisition number of the third component:

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1-2

Advance Shipment with Customer Consignment 1-2-1 Creating an advance shipment sales order Change your first order. Call up the component overview. Create an advance shipment sales order, sales document type KB. Call up the structure list and copy the material number R-1140 to the sales order. Return to the service order and save. Which number is assigned to the advance shipment sales order?

1-2-2 Delivering spare parts Deliver the screen to the customer. Create a delivery for the sales order. Shipping point: 1200 Use the subsequent functions to create a transport order for the delivery. Enter warehouse number 012 and have the goods issue booked automatically. To do this, enter 2 in the field Copy pick quantity. Save the transport order.

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Unit: Field Service Planning Topic: Printing and Paging At the end of these exercises, you will be able to: • Make the print settings • Make the paging settings Order papers should be printed. Employees are informed of the orders to be executed by a short message.

1-1

Configuring Print Control 1-1-1 Print proposal for order type Only the following shop papers should be available for your order type: Operation control ticket version 1 – with operation selection Material withdrawal slip version 1 – without operation selection 1-1-2 User-specific print defaults Create a user-specific print control. For the shop paper Material withdrawal slip version 1, the output device LOCL should be used and 2 printouts generated. 1-1-3 Print order. Change your first order. Print the order papers. Display the print output on the screen.

1-2

Paging 1-2-1 Creating a standard text Create a SAPscript standard text with text name PAG## and text ID IMSM. Enter a text and list the field CAUFVD-KTEXT (order short text) as a variable.

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1-2-2 Assigning a text proposal Assign this text as a default paging text for your order type. 1-2-3 Sending a paging message Change your first order. Enter the system user PLM301-99 as responsible employee. Send a paging message to this employee.

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Unit: Field Service Planning Topic: Completion Confirmation At the end of these exercises, you will be able to: • Make the settings for completion confirmations • Enter Completion Confirmations After the work has been executed, the resources required are entered.

1-1

Maintaining Control Parameters Maintain the completion confirmation control parameters for your order type in plant 1200. The Final confirmation indicator should not be proposed. The outstanding reservations should not be cleared. A log should be displayed for goods movements.

1-2

Settings for Overall Completion Confirmation Create a new profile Z## for the overall completion confirmation. Choose Customer service for the header data. Times and material movements should be entered; the services should appear as a pushbutton.

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1-3

Enter Completion Confirmations Call up the Overall completion confirmation function and assign your profile Z##. Enter working times and material withdrawals (storage location 0001) for your first service order. Technically complete the order. Enter a withdrawal for material R-1140 from the customer consignment stock for your customer T-CSD## with reference to the first service order.

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Unit: Field Service Planning Topic: Billing At the end of these exercises, you will be able to: • Make the settings for billing • Bill service orders The repairs are charged to the customer. You want to use the accounting indicator to determine a new material for the resource-related billing.

1-1

Settings for Billing 1-1-1 Creating a DIP profile Create a new DIP profile Z##. Copy the DIP profile 00000001 with all dependent entries. Perform a warranty check for the billing use. The Accounting indicator characteristic should be relevant for material determination when using billing. Structure by the cost type characteristic. Use the cost type group OAS (overall costs) for the structuring. For the source Actual Costs Line Items, a selection should be made with the cost type group DPP1 (all cost types except overhead rates). 1-1-2 Assigning a DIP profile Assign this DIP profile to your order type as a default. 1-1-3 Creating an accounting indicator Create an accounting indicator. Use your group number as ID, Telephone consulting as the description. 1-1-4 Creating a Service Product Create a service material that should be determined for this accounting indicator. Material:

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Industry sector:

Mechanical engineering

Material type:

Service

Create the views Basic Data 1, Sales: Sales Org. Data 1 and 2. Plant:

1200

Sales organization:

1000

Distribution channel:

14

Material short text:

Telephone consulting

Base unit of measure:

H

Division:

08

Outbound delivery plant:

1200

Tax classification:

1

Statistics group:

1

1-1-5 Creating a Sales Price Create a material price (condition type PR00) for this material. Sales organization:

1000

Distribution channel:

14

1-1-6 Supplementing a DIP profile In your DIP profile, maintain the material determination for use billing. Your new material should always be determined once your new accounting indicator has been entered in the completion confirmation. Only the quantities should be copied and converted to the sales unit of the material. For material number SM-REPHOUR, enter the set NOACCT (no accounting indicator) under criteria for the Accounting indicator characteristic. 1-1-7 Check profile settings. Check the settings of your DIP profile. Simulate the material determination with your accounting indicator, the cost type 615000, the cost center 4100, and the activity type 1410.

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1-2

Resource-Related Billing 1-2-1 Changing a DIP profile Change your first service order. Reverse the technical completion and enter your DIP profile. 1-2-2 Entering a completion confirmation Enter a telephone consultation time confirmation for the first operation in your service order. As part of this procedure, enter an accounting indicator. Technically complete the order once again.

1-2-3 Creating a billing request and billing document Call up the transaction Billing Request – Process Individually. Display the Expenditure view. Change to the Sales Price View and display the analysis of the price determination for an item. Create a billing request. Delete the billing block. Create a billing document for the billing request.

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Unit: Field Service Planning Topic: Settlement and Completion At the end of these exercises, you will be able to: • Settle orders • Complete orders The costs and revenues entered are passed on to the settlement receivers.

1-1

Cost and revenue analysis Display the order from the first exercise in this unit. Choose Costs and display the overview according to value categories. Display the Report planned/actual. How high is the result of the order?

1-2

Determining the settlement rule Display the settlement rule for the order. Account assignment category: Settlement receiver: Display the detail screen for a distribution rule and display the account assignment there.

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1-3

Settling an order Choose the Order settlement – Individual function. Enter Controlling area 1000. Enter your order number. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute.

1-4

Completing an Order Change the order again. Choose Costs and display the Planned/actual report. What has changed?

Perform a business completion for the order.

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Field Service Planning: Solutions Unit: Field Service Planning Topic: Order Processing

1-1

Creating a service notification with a service order Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) Notification number: See Notification Field name or data type

Values

Notification short text

Server breakdown

Sold-to party

T-CSD##

Equipment

T-CSE1##

Priority

High

Select damage. ServOrder Choose Enter to confirm the information in the dialog window. Field name or data type

Values

Work durtn.

4 hours

Put in process In the dialog box, choose Continue. Order number: See system message

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1-2

Confirming the service order Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24) Extras → Settings Field name or data type

Values

Profile

CS0001

Save

Field name or data type

Values

Order

Your order number

Enter Field name or data type

Values

Act. work

3 hours

Operation (second line)

10

Enter Actual work (second line)

1 hour

Service type (second line)

1413

Material

R-1120

Quantity

1

Plant

1200

Storage location

0001

Select the notification item and choose Causes. Choose a cause code and Select to confirm. Technical completion Save

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1-3

Resource-Related Billing Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90) Field name or data type

Values

Service order

Your order number

Save billing request The billing request is displayed. Field name or data type

Values

Billing block

Delete

Choose the path Sales document → Billing Save Number of billing document: See system message

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Unit: Field Service Planning Topic: Order Types

1-1

Creating an order type 1-1-1 Creating an order type IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Configure Order Types Select the order type SM02 and choose Copy as. Field name or data type

Values

Order type

Z##

Screen RefObject

O130 (serial number + material number + device ID)

Enter Save 1-1-2 Settings for service ... Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders Field name or data type

Values

Service

Set the indicator for your order type

Credit limit ch.

1

Credit group

01

DIP Profile

00000001

Save 1-1-3 Number range ... Functions and Settings for Order Types → Configure Number Ranges Maintain groups © SAP AG

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Select your order type, which appears under Not assigned, with a double-click or using Select element. Select the Third-Party Services group and choose Element/Group. Save Continue 1-1-4 Assigning an order type - plant ... Functions and Settings for Order Types → Assign Order Types to Planning Plants New entries Field name or data type

Values

Plnt

1200

Type

Your order type

Save 1-1-5 Default values ... Functions and Settings for Order Types → Default Values for Task List Data and Profile Assignments Select the entry with planning plant 1200 and order type SM02 and choose Copy as. Field name or data type

Values

Order type

Your order type

MeasUnit ExternOper.

H

Incl. once comp.

Select

Oper. sorting

Select

Enter Save 1-1-6 Settlement rule ... Functions and Settings for Order Types → Settlement Rule: Define Time and Creation of Distribution Rule Field name or data type

Values

Settlement rule time (for your order type)

Mandatory for completion

Distrib. rule sub-order

Superior order is settlement receiver

Save 1-1-7 Reference time © SAP AG

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... Functions and Settings for Order Types → Define Proposed Reference Time for Technical Completion Field name or data type

Values

Ref. time (for your order type)

3

Save 1-1-8 Notification and order integration ... Functions and Settings for Order Types → Define Notification- and Order Integration Field name or data type

Values

NotType (for your order type)

S2

Long text

Select

Save 1-1-9 Maintenance activity types ... Functions and Settings for Order Types → Maintenance Activity Type → Assign Valid Maintenance Activity Types to Maintenance Order Types New entries Field name or data type

Values

Type

Your order type

MAT

005 010

Save ... Functions and Settings for Order Types → Maintenance Activity Type → Default Values for Maintenance Activity Type for Each Order Type Field name or data type

Values

MAT (for your order type)

005

Save 1-1-10 Costing data ... Functions and Settings for Order Types → Costing Data for Maintenance and Service Orders → Assign Costing Parameters and Results Analysis Keys Select the entry with plant 1200 and your order type, then choose Details.

© SAP AG

Field name or data type

Values

Cstg variant planned

SM01 PLM335

4-95

Cstg variant actual

SM01

Save 1-1-11 Other parameters ... Functions and Settings for Order Types → Define Change Docs, Collective Purc. Req. Indicator, MRP-Relevance Field name or data type

Values

Increment (for your order type)

0010

OrdStChgDc

Select

CollReqstn

Select

Res/PReq

Immediate

Change document

Select

Net order price

Select

Save 1-1-12 Goods movements ... Functions and Settings for Order Types → Goods Movements for Order → Define Documentation for Goods Movements for Order Field name or data type

Values

PurchOrder (for your order type)

Select

PlGoodsIss

Select

UnplGdsIss

Select

Save 1-1-13 Availability check ... Functions and Settings for Order Types → Availability Check for Materials, PRTs and Capacities → Define Checking Control Select the entries for plant 1200 and order type SM02 and choose Copy as. Field name or data type

Values

Order type (x 2)

Your order type

Enter Save 1-1-14 Priorities

© SAP AG

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Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Priorities Define Priority Type for Orders Field name or data type

Values

PrTyp (for your order type)

SM

Save 1-1-15 Partner determination procedure Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Partner → Define Partner Determination Procedure and Partner Function Assign Partner Determination Procedure to Order Field name or data type

Values

Part. det. proc. (for your order type)

##

Customer

SP

Funct. of order

X* / Z*

Spl. crtn func.

RP

Funct. paging

X* / Z*

Save 1-1-16 Scheduling Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Scheduling → Set Scheduling Parameters Select the entry with plant 1200 and order type SM02 and choose Copy as. Field name or data type

Values

Order type

Your order type

Enter Save 1-1-17 Completion confirmations Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Define Control Parameters for Completion Confirmations Select the entry with plant 1200 and order type SM02 and choose Copy as.

© SAP AG

Field name or data type

Values

Order type

Your order type PLM335

4-97

Enter Save 1-1-18 Control key ... Functions and Settings for Order Types → Control Key → Maintain Control Keys Select the control key SM01 and choose Copy as. Field name or data type

Values

Control key

Z##

Schedule

Delete indicator

Det. Cap. Req.

Delete indicator

Enter Save ... Functions and Settings for Order Types → Control Key → Maintain Default Values for Control Keys for Maintenance Order Types Select the entry with plant 1200 and your order type, then choose Details. Field name or data type

Values

Control key

SM01

Save 1-1-19 Create Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type

Values

Order type

Your order type

Enter

© SAP AG

Field name or data type

Values

Serial no.

1

Material

T-FSN##

PLM335

4-98

Enter Field name or data type

Values

Mn.wk.ctr

TECH##

Order start

Tomorrow at 8 a.m.

Fin. Date

Tomorrow at 5 p.m.

WkCtr/Plnt (first operation)

TECH##

Work durtn.

8

Save Order number: See system message

© SAP AG

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4-99

Unit: Field Service Planning Topic: Scheduling and Capacity Planning

1-1

Setting Scheduling Parameters IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Scheduling → Set Scheduling Parameters Select your order type and choose Details. Field name or data type

Values

Adjust dates

Do not adjust basic dates, secondary requirements to order start

Automatic log

Select

Save

1-2

Capacity Planning and Availability Check ... Functions and Settings for Order Types → Availability Check for Materials, PRTs and Capacities → Define Checking Control Select the entry with your order type and business function 2, then choose Details. Field name or data type

Values

The No avail. check field in the subscreen Capacity availability

Delete indicator

Rel. capacities

3

Save

1-3

Schedule Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your order number

Operations © SAP AG

PLM335

4-100

Field name or data type

Values

Operation short text (second line)

Enter a text

Work

4

Schedule The dates determined are displayed in the operation overview. Release Save

1-4

Create Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type

Values

Order type

Your order type

Enter Field name or data type

Values

Sold-to party

T-CSD##

Mn.wk.ctr

TECH##

Order start

Tomorrow at 8 a.m.

Fin. Date

Tomorrow at 5 p.m.

Work durtn.

8

Release Cap.Scheduling Set the indicator Cap.Confirmed. Copy Save Order number: See system message

© SAP AG

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4-101

1-5

Graphical Leveling SAP menu path: Logistics → Customer Service → Service Processing → Order → Capacity Planning → Leveling → Work Center (Graphic) (CM33) Field name or data type

Values

Work center

TECH##

Plant

1200

Execute Select the operations from your orders and then choose Dispatch. Save

© SAP AG

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Unit: Field Service Planning Topic: External Services

1-1

Planning External Services Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Operations Field name or data type

Values

Control key

SM02

Operation short text

Purification

Select the operation and choose External. Field name or data type

Values

Operation quantity

1 PU (Activity unit)

Price

500 EUR

Vendor

1000

Back Field name or data type

Values

Control key

SM03

Operation short text

Services

Select the operation and choose General. Field name or data type

Values

Service number

100133 100137

Quantity

1 for each

Gross price

1000 EUR each

Save Operations Select the two externally processed operations and choose Actual data to display the number of the purchase requisition. © SAP AG

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Unit: Field Service Planning Topic: Material Planning

1-1

Planning Material SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Operations Select the first operation and choose General. Selection: Structure list Select the material numbers R-1120 and R-1160 and then Choose. Field name or data type

Values

Component

R-1133

Requirement quantity

1

Item category

N

Select the first component and choose Check material availability. Continue Back Material availability, overall Save Header data Order → Functions → Availability → Availability list Back Components Select the first component and choose Gen. data to display the reservation number. Select the third component and choose Purchasing to display the number of the purchase requisition.

© SAP AG

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1-2

Advance Shipment with Customer Consignment 1-2-1 Creating an advance shipment sales order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Components Advance shipment Field name or data type

Values

SaTy

KB

Structure list Select component R-1140 and then Choose. The component is copied to the advance shipment sales order. Back Save Header data Document flow The sales order number appears in the document flow. 1-2-2 Delivering spare parts SAP menu path: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order (VL01N) Field name or data type

Values

Shipping point

1200

Order

Your sales order number

Enter Subsequent functions → Create transfer order Yes Field name or data type

Values

Warehouse number

012

Adopt pick. quantity

2

Enter Save © SAP AG

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Unit: Field Service Planning Topic: Printing and Paging

1-1

Configuring Print Control 1-1-1 Print proposal for order type IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Print Control → Define Shop Papers, Forms and Output Programs Define Shop Papers for Order Type New entries Field name or data type

Values

Document type

Your order type

Shop paper

2010

Selection

Select

Next entry Field name or data type

Values

Document type

Your order type

Shop paper

2020

Selection

Do not select

Save 1-1-2 User-specific print defaults Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Print Control → Define Printer User-Specific Print Control New entries Field name or data type

Values

User

Your system user

Shop paper

2020

Output device

LOCL

No. of copies

2

Save

© SAP AG

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1-1-3 Print order. SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Enter Order → Print → Order Print/fax System → Own spool requests Select the spool request and choose Display content.

1-2

Paging 1-2-1 Creating a standard text Menu path: Tools →Form printout → SAPscript → Standard Text (SO10) Field name or data type

Values

Text name

PAG##

Text name

IMSM

Create Enter a text. Insert variable: Edit → Command → Insert command Field name or data type

Values

Symbols

&CAUFVD-KTEXT&

Enter Save

© SAP AG

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1-2-2 Assigning a text proposal IMG path: ... Functions and Settings for Order Types → Assign Standard Texts for Short Messages to Order Types Field name or data type

Values

Object (for your order type)

TEXT

Text name

PAG##

Text name

IMSM

Save 1-2-3 Sending a paging message SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Header data Field name or data type

Values

Person responsible

PLM301-99

Paging/communication Continue Save

© SAP AG

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Unit: Field Service Planning Topic: Completion Confirmation

1-1

Maintaining Control Parameters IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Define Control Parameters for Completion Confirmations Select the entry with plant 1200 and your order type, then choose Details. Field name or data type

Values

Final confirmation

Do not select

Post open reservs.

Do not select

Logs/Error Handling – Goods Movement

Select

Save

1-2

Settings for Overall Completion Confirmation Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Set Screen Templates for Completion Confirmation New entries Field name or data type

Values

Profile

Z##

Header data

Customer Service

Screen area 1

Times for order operation

Screen area 2

Goods movements

Active pushbuttons: Services

Select

Save

1-3

Enter Completion Confirmations SAP menu path:

© SAP AG

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Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24) Extras → Settings Field name or data type

Values

Profile

Z##

Save Field name or data type

Values

Order

Your order number

Enter Field name or data type

Values

Act. work

Enter times

For the first operation, choose Data for operation so that the planned components are proposed. Enter the storage location 0001. Technical completion Save SAP menu path: Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MB11) Field name or data type

Values

Movement type

261

Special stock

W

Plant

1200

Enter Field name or data type

Values

Order

Your service order number

Customer

Your customer T-CSD##

Material

R-1140

Quantity

1

Post

© SAP AG

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Unit: Field Service Planning Topic: Billing

1-1

Settings for Billing 1-1-1 Creating a DIP profile IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis Select the profile 00000001 and choose Copy as. Field name or data type

Values

Profile

Z##

Enter Continue Select your profile and choose Usage. Field name or data type

Values

Warranty check (for the use “Billing and Results Determination”)

Set indicator

Select Billing and Results analysis, then choose Characteristics. Set the Material determination indicator for the Accounting indicator characteristic. Set the Structuring indicator for the Cost Type characteristic. Field name or data type

Values

Set name (for the “cost type” characteristic)

OAS (overall costs)

Choose Sources. Select Actual Costs – Line Items and choose Selection Criteria. Field name or data type

Values

Cost type – Set name

DPP1

Save

© SAP AG

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1-1-2 Assigning a DIP profile Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders Field name or data type

Values

DIP profile (for your order type)

Z##

Save 1-1-3 Creating an accounting indicator Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Accounting Indicators New entries Field name or data type

Values

AInd

##

Accounting indicator desc.

Telephone consulting

Save 1-1-4 Creating a Service Product SAP menu path: Logistics → Materials Management → Material Master → Material → Create (Special) → Service(s) (MMS1) Field name or data type

Values

Material

TEL##

Industry sector

Mechanical engineering

Enter Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2 and choose Continue. Field name or data type

Values

Plant

1200

Sales organization

1000

Distribution channel

14

Enter

© SAP AG

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Field name or data type

Values

Material short text

Telephone consulting

Base unit of measure

H

Division

08

Enter Field name or data type

Values

Outbound delivery plant

1200

Tax classification

1

Enter Field name or data type

Values

Matl statistics grp

1

Save 1-1-5 Creating a Sales Price SAP menu path: Logistics → Sales and Distribution → Master Data → Conditions → Selection Using Condition Type → Create (VK11) Field name or data type

Values

Condition type

PR00

Enter Select the key combination Material with release status and choose Continue. Field name or data type

Values

Sales organization

1000

Distribution channel

14

Material

TEL##

Amount

Enter a rate

Save 1-1-6 Supplementing a DIP profile IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis Select your profile and choose Usage. © SAP AG

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Select Billing and results analysis, and then choose Material determination. New entries Field name or data type

Values

Material/service

TEL##

Copy quantity/costs

Only copy quantity

Conversion quantity

Select

Enter Select the entry and choose Criteria. Field name or data type

Values

Accounting indicator – value

## (your accounting indicator)

Back In the material determination, select the material SM-REPHOUR and choose Criteria. Field name or data type

Values

Accounting indicator

NOACCT

Save 1-1-7 Check profile settings. Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Check Profile Settings Field name or data type

Values

DIP Profile

Z##

Execute Material determination Simulation Field name or data type

Values

Accounting indicator

##

Cost type

615000

Cost center

4100

Activity type

1410

Enter

© SAP AG

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1-2

Resource-Related Billing 1-2-1 Changing a DIP profile SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Header data Order → Functions → Complete → Cancel technical completion Control Field name or data type

Values

Profile

Z##

Save 1-2-2 Entering a completion confirmation SAP menu path: Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24) Field name or data type

Values

Order

Your first order number

Operation

10

Enter Field name or data type

Values

Act. work

Enter a time

AInd

##

Technical completion Save 1-2-3 Creating a billing request and billing document SAP menu path: Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)

© SAP AG

Field name or data type

Values

Order

Your first order number PLM335

4-115

Expenditure view Sales price view Expand All Nodes Double-click on a line to display the condition detail screen. Save billing request Yes Field name or data type

Values

Billing block

Delete

Sales document → Billing Save

© SAP AG

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Unit: Field Service Planning Topic: Settlement and Completion

1-1

Cost and revenue analysis SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33) Field name or data type

Values

Order

Your order number

Costs Report planned/actual The result is in the last line of the Total Actual Costs column. Back

1-2

Determining the settlement rule Settlement rule Field name or data type

Values

Account assignment category

PSG (profitability segment)

Settlement receivers

Profitability segment assigned

Details Profitability segment - Display account assignment

1-3

Settling and Completing an Order SAP menu path: Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (K088) Field name or data type

Values

Controlling area

1000

Enter

© SAP AG

Field name or data type

Values

Order

Your order number PLM335

4-117

Settlement period

Current month

Test run

Delete indicator

Execute

1-4

Completing an Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your first order number

Costs Report planned/actual The order has been credited by the settlement, the total is 0. Back Order → Functions → Complete → Complete business

© SAP AG

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Returns and Repairs Processing

Contents: z Repair process z Settings in Customizing

 SAP AG 1999

© SAP AG

PLM335

5-1

Returns and Repairs Processing: Unit Objectives

At the conclusion of this unit, you will be able to: z Create and process customer repair orders z Make the Customizing settings for returns and repairs processing.

 SAP AG 1999

© SAP AG

PLM335

5-2

Course Overview Diagram

Course Overview

Field Service Planning

Organizational Elements and Master Data

Returns and Repairs Processing

Helpdesk

Additional Functions

 SAP AG 1999

© SAP AG

PLM335

5-3

Returns and Repairs Processing: Business Scenario

z Your company also performs in-house repair work. z The customer sends the defective equipment to be

repaired. z The devices are repaired and sent back to the

customer. z The customer is then billed for the repair work

based on the resources required or alternatively, for a fixed price.

 SAP AG 2003

© SAP AG

PLM335

5-4

Repair Process: Objectives

At the conclusion of this topic, you will be able to: z Describe the steps involved in the repair process z List the possible variations for the process

 SAP AG 2001

© SAP AG

PLM335

5-5

Repairs Processing

Customer informs faulty device

Service notification Customer repairs order

Defective items arrive

Goods receipt

Technical check

Service order

Confirmation of Repairs

Scrap Credit memo Exchange part

Outbound delivery Billing

 SAP AG 2003

„ „ „ „

„ „ „ „

In repairs processing, you document the customer's request to repair a defect serviceable item by creating a service notification. The system creates a customer repairs order from the notification. You can also create the customer repairs order directly. Once the serviceable item has been delivered, the goods receipt is posted to a customer special stock for the repair order. The serviceable item undergoes a technical check as soon as the goods receipt has been posted. During this process, the technician decides which operations are necessary in order to fulfill the requirements of the customer. The results of the technical check are entered in the repair order. If the technical check tells you that the item is not worth repairing, the material can be scrapped, and a credit memo and/or exchange parts can be delivered to the customer. OSS note number 153869 describes how to create a quotation for repair work after a technical check. If the item is worth repairing, the system generates a service order describing the technical execution of the repairs. Once the item has been repaired, you can deliver the item back to the customer. The cost of the repair or a previously agreed fixed price is then billed to the customer.

© SAP AG

PLM335

5-6

Structure of Customer Repairs Order

Service notification

Repairs order

10 Repair request

Technical check and business decision

Returns Dispatch of loan equipment Exchange part

Service order - Services

Repairs Delivery

- Materials

Billing items

 SAP AG 1999

„ „

„ „

„

An item is created in the customer repairs order for each serviceable item category or material number (repair request item). The system typically generates a returns item as a sub-item from this. The system performs a technical check and makes a business decision upon receipt of the goods. Depending on the results of the check, it then generates one or more sub-items that represent the extended business process: repair, delivery of an exchange part, scrapping, or creation of a credit memo. The system automatically generates a service order from the sub-item for the repair that is used for the planning, execution, and confirmation of the repair work. When you technically complete the order, the system generates an outbound delivery item in the customer repairs order. This is used as the basis for the delivery with which the repaired serviceable item is returned to the customer. If you perform resource-related billing, billing-relevant sub-items are created in the customer repairs order which the system copies to the billing items during billing.

© SAP AG

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5-7

Supported Scenarios

With / without z Service notification z Service product / service material Î

Description of service

Î

Pricing

z Serial numbers Î

Stock tracking for single units

z Loan equipment processing Î

Shipment and pickup of loan equipment

z Inspection lot Î

Further process flow depending on usage decision

 SAP AG 1999

„ „

„ „

„

„

You can combine different functions during repairs processing to define a concrete process suitable for your company. You can create a customer repairs orders directly from a service notification. The system uses the notification number as the RMA (Return Material Authorization) number and copies it as an external purchase order number to the customer repairs order. A service product is used to describe the work to be performed and used for pricing purposes when a fixed price is being calculated. You can use serial numbers to identify the serviceable items uniquely in repairs processing. Depending on the settings in the material master of the serviceable item, it is possible that goods movements for the customer repairs order can only take place if you specify the serial number(s). Loan equipment processing where the loan equipment is shipped and picked up can be triggered from repairs processing. This is necessary if the customer requires a replacement device while their own equipment is being repaired. You can use inspection lots in Quality Management (QM) in the technical check. The system automatically generates an inspection lot for the technical check for a returns goods receipt if you have made the corresponding settings in the material master of the serviceable item. The subsequent repairs process flow depends on the usage decision you have entered for this inspection lot.

© SAP AG

PLM335

5-8

Serviceable Item and Service Product

Customer repairs order

Serviceable item

Notebook 486

Material entered Quantity

Material substitution

Notebook 486 1 pce

Material determination

X

Transfer of service product

Material

Description

Repairs

Flat-rate repairs

service

Upgrade

Service product

Serviceable item

Repairs

Notebook 486

= Description of service

= Category of serviceable item to be processed

 SAP AG 2003

„

„ „ „

„ „

When you create a customer repairs order, the terms serviceable item and service product both play an important role. Depending on the settings for the sales document type, you either enter only the material number of the serviceable item in the item (sales document type RA) or two material numbers per item: The serviceable item and the service product (sales document type RAS). The serviceable item is the category of the device(s) to be repaired (for example, notebook 486). The service product represents the service material that describes the service for the customer. Examples of service products could be "Repair PC for fixed price" or "Upgrade". You can use the service product to determine a fixed price for the work. Alternatively, you can determine a task list using the service product from which the system copies the operations and components of the automatically generated service order. If you are not working with a service product, you can determine a task list using the serviceable item. The system uses the corresponding condition records in material determination to link the service products with the relevant serviceable items. If you also use the functions for lending serviceable items, you can use material determination to determine possible material numbers for the items that can be sent as loan equipment.

© SAP AG

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5-9

Status in Repair Order

Repair registration

Service notification Repair order

Repair start

Goods receipt Inspection lot

Usage decision Business decision to be made

Technical check

Business decision

Business decision

Repaired

Completion confirmation

Service order

Inspection lot assigned Under repair

Outbound delivery Billing

 SAP AG 1999

„ „

„

„ „ „

The status in the repair order specifies the progress of repairs processing. The status controls which activities can be executed at a particular stage of repairs processing. For example, you can only return serviceable materials to the customer if the repair request item has the status "Repaired" (controlled by copying requirements). Depending on the stage of repairs processing, the following statuses can be assigned to the repair request item: Business decision to be made, business decision made, inspection lot assigned, usage decision made, under repair, repaired. The repair request item retains the "business decision to be made" status until the necessary operation has been created for a particular stage in repairs processing. The repair request item is given the "business decision made" status as soon as the necessary operation has been created for a particular stage in repairs processing. You can create lists for all the repair orders that have a particular status.

© SAP AG

PLM335

5-10

Settings in Customizing: Topic Objectives

At the conclusion of this topic, you will be able to: z Make the Customizing settings for returns and repairs processing

 SAP AG 1999

© SAP AG

PLM335

5-11

Sales Document Type - Details

z Identification: „

F: Repair order without service product

„

G: Repair order with service product

z Incompleteness procedure z Document pricing procedure for price determination z Billing type assignment

 SAP AG 2001

There are two sales document types for repairs processing in the standard setting: „ RA - repair order y Repair process, for which the service product is defined later, or not at all. y Example: The service to be performed is only determined after a technical check. „ RAS - repair service with service product y The service product is the principal material in the sales document item. y Example: The customer requests a defined service. „ The identfication is used to define whether the sales document type should be used with or without a service product. „ The incompleteness procedure defines which data must be entered so that the document is complete (standard system: procedure 42). „ The document pricing procedure is used together with the sales area and customer pricing procedure from the customer master to determine a pricing procedure for the price determination. „

The billing type used as a default for billing customer repair orders (standard billing type FR) is also assigned.

© SAP AG

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5-12

Item Category - Details

z Relevance for billing z Incompleteness procedure z Assignment to repair procedure z Default billing form z Default DIP profile z Assignment of schedule line category and requirements type

 SAP AG 2001

„ „ „ „ „ „ „ „

Item categories control the features of the sales document items. The relevance for billing controls whether you can copy the item into a billing document. It also determines what (that is, what quantity) should form the basis in the billing document. The incompleteness procedure defines which data must be entered so that the item is complete (standard system: procedure 25 or 26). The repair procedure assigned controls the process flow and the options for repairs processing. The billing form defines whether billing should be resource-related or flat-rate. The DIP profile controls resource-related billing. The schedule line categories assigned control the movement types for the goods movements (returns delivery). The requirements type belongs to a requirements class. This defines, amongst other things, the service order type.

© SAP AG

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5-13

Repair Procedure Procedure

Description

0001 0002 0003

Repair w/o serviceable item Repair with serviceable item/exchange Scrap with exchange

Time 101 101 102 102 102 102 102 103 103 103 103

Description Repair registn. Repair registn. Repair start Repair start Repair start Repair start Repair start Comp. Conf. Comp. Conf. Comp. Conf. Comp. Conf.

Operatn Description 101 104 102 103 106 107 108 103 105 107 108

Returns Send s.item Repair O/bd delivery Exch. part Scrap Credit memo O/bd delivery Pickup s. item Scrap Credit memo

RepInd Man. Default 9 01 02 03

9 9 9 9 9

04 03

9 9

 SAP AG 2001

The repair procedure contains rules, according to which lower-level items are created in the repair order. The procedure itself is divided into stages and operations. Stages represent the individual steps within repairs processing such as repair registration, repair start and completion confirmation. „ Operations are the activities required to fulfill the repair request from the customer. Operations of this type (= lower-level items generated) can be returns, sending a temporary replacement, repairs, scrap, exchange parts and so on. „ Stages and operations can be freely combined. „ The attributes are also defined for each combination from the stage and operation: y An operation which the system proposes automatically if repairs processing starts at a certain time ("Default" indicator). y An operation that is generated automatically based on the repair indicator, which confirms the usage decisions or service orders to the repair order. y An operation that requires manual processing. „ „ „

© SAP AG

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5-14

Item Category Assignment

Sales document Material master (sales org. 2) Program

SaTy

Item category group

Usage Item category of higher-level item Item categories

z z

System default Alternatives R

 SAP AG 2003

„ „ „ „ „ „ „

Item categories are assigned to the sales document type. The item categories for the main items are proposed from the sales document type and item category group from the material master (serviceable material for RA, service product for RAS). Item category IRRA is the principal item category for the sales document type RA. Item category IRRS is the principal item category for the sales document type RAS. The item categories for the lower-level items are determined according to the sales document type, material item category group, item category for the lower-level item, and usage. The usage results from the operation for the repair procedure (plus a leading "R"). For example, 101 (returns) is the operation with item category usage R101. The repair procedure, which controls the process, is derived from the item category for the main item.

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Billing in Repair Order

SaTy

Item cat. group

ItCatD

ItCatM

RAS

NORM

IRRS

IRPA

IRPA

IRRS

Repair - flat-rate service

Repair expense

Service management

Service management

Repair procedure

0001

Resource-related billing control

Billing form

02

Repair procedure

F4 01 Flat rate 02 Expenses

0001

Resource-related billing control

Billing form

01

 SAP AG 2001

„ „ „

„ „ „

In repairs processing, you can either bill the customer for a fixed amount or for the costs that arose during the repairs (resource-related billing). The billing form is assigned to the repair request item, but can be changed in the order. When a service order is completed, the service technician records information about the costs incurred. If resource-related billing is chosen, the system creates separate dynamic items. The debit memo request items in the customer repair order are created based on these dynamic items. The billing form is used to control item category determination for these items (usage SEIN or SENI). When you bill a fixed amount, the price determination can be performed using the service product or serviceable material. Note: In the standard system, the pricing procedure PREP01 has been defined for pricing in the repairs order. It contains the condition type PRRP. You can use this condition type to define fixed prices for service products and/or serviceable materials.

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Returns and Repairs Processing: Unit Summary

z The customer repair order is a special form of sales order. z It is the principal document for returns and repairs processing. z Processing is controlled using the sales document type, item category and repair procedure.

 SAP AG 1999

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Returns and Repairs Processing: Exercises Unit: Returns and Repairs Processing Topic: Settings in Customizing At the end of these exercises, you will be able to: • Make the Customizing settings for returns and repairs processing 1. Customer equipment is repaired at your company. The shipment of temporary replacements is not supported.

1-1

Creating a Sales Document Type, Repair Procedure and Item Category 1-1-1 Creating a sales document type Create a new sales document type ZR##. Copy the sales document type RAS and include the new sales document type in copy control. 1-1-2 Creating a repair procedure Create a new repair procedure ZR##. The following operations should be possible in this procedure: Repair registration:

Returns (proposal)

Repair start:

Repair (no proposal) Outbound delivery (no proposal) Scrap (manually for confirmation scrapped) Credit memo (no proposal)

Repair confirmation:

Outbound delivery (proposal for confirmation repaired/to be delivered)

1-1-3 Creating an item category Copy the item category IRPA and create a new item category ZR##. Assign your repair procedure to the item category. Include the new item category in copy control.

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1-1-4 Assigning item categories Your item category should be proposed for your sales document type if a material of item category group LEIS is entered. It should be possible to change the item category IRRS manually. Copy the entries with sales document type ZR##, item category group NORM, superior item category IRPA, and the following uses: •

Return for Repairs (R101)

•

Repair Delivery (R103)

•

Repair Scrapping (R107)

•

Repair Credit Memo (R108)

Change the item category for the superior item to ZR## in each case. Copy the entry with sales document type ZR##, item category group LEIS, superior item category IRPA, and use Repair (R102). Change the item category for the superior item to ZR##.

1-2

Creating a Service Product Create a material master for repairs processing. Material number:

REP##

Industry sector:

Mechanical engineering

Material type:

Service

Views: Basic Data 1, Sales: Sales Org. Data 1 and 2. Organizational levels: Plant 1200, sales organization 1000, distribution channel 14 Description:

Repair

Base unit of measure:

H

Division:

08

Outbound delivery plant: 1200

© SAP AG

Tax classification:

1

Statistics group:

1

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1-3

Maintaining the Service Products Table Make an entry in the service product table.

1-4

Plant:

1200

Service product:

REP##

Work center:

PC-REP

Plant:

1200

Business area:

8000

Creating a Sales Price Create a material price (condition type PR00) for this material.

1-5

Performing Repairs Processing 1-5-1 Creating a customer repair order Create a customer repair order. Sales document type:

ZR##

Sales organization:

1000

Distribution channel:

14

Division:

00

Sold-to party:

T-CSD##

Purchase order number:

RA-##

Material:

REP##

Order quantity:

1

Serviceable material:

R-1140

Serviceable material quantity:3 Which operation is proposed on the repair detail screen? Save the customer repair order. Your order number:

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1-5-2 Returns delivery The defective equipment arrives. Change your customer repair order and choose Sales document → Deliver Create a returns delivery with shipping point 1200 and delivery type LR (field Predefine delivery type) and for your customer repair order. Post the goods receipt. Number of returns delivery:

1-5-3 Entering a decision Change your customer repair order and call up the repair detail screen. What repair status does the item have? An inspection of the equipment provided the following results: •

Device should be repaired

•

Device should be sent back to the customer without being repaired

•

Device should be scrapped

•

Customer receives a credit memo for the scrapped device

Enter this decision and save the customer repair order. Which number is assigned to the service order automatically generated for the repair?

1-5-4 Entering scrap Enter the scrapping of a device from the stock of the sales order item (item number 10000). Movement type: 551 E Plant:

1200

Storage location: 0001 1-5-5 Confirming and technically completing a service order Enter a completion confirmation of work times for your service order using the Overall completion confirmation function. Technically complete the service order.

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1-5-6 Creating an outbound delivery The repaired device and the unrepaired device should be sent back to the customer. Change the customer repair order and create an outbound delivery for it. Create a transport request using the subsequent functions. Warehouse number:

012

Adopt picking quantity:

2

Notification number:

1-5-7 Creating a billing document Create a billing document for your sales order. Which items appear in the billing document? Save the billing document. Number of billing document:

1-5-8 Settling a service order and displaying a result Settle the order. Controlling area: 1000 Display the cost report for the customer repair order item. What is the result?

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Returns and Repairs Processing: Solutions Unit: Returns and Repairs Processing Topic: Settings in Customizing

1-1

Creating a Sales Document Type, Repair Procedure and Item Category 1-1-1 Creating a sales document type IMG path: Sales and Distribution → Sales → Sales Documents → Sales Document Header → Define Sales Document Types Select the sales document type RAS and choose Copy as. Field name or data type

Values

SaTy

ZR##

Enter Yes Save Continue 1-1-2 Creating a repair procedure Sales and Distribution → Sales → Sales Documents → Customer Service → Returns and Repairs Processing → Define Repairs Procedure New entries Field name or data type

Values

Procedure

ZR##

Enter Select the entry and choose Stages/actions. New entries Field name or data type

Values

Stage/action

101(accept repair) / 101 (return) 102 (start repair) / 102 (repair) 102 / 103 (delivery) 102 / 107 (scrap)

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102 / 108 (credit memo) 103 (confirm repair) / 103 (delivery) Conf. (for 102 / 107)

03

Conf. (for 103 / 103)

04

Manual (for 102 / 107)

Select

Default (for 101 / 101 and 103 / 103)

Select

Save 1-1-3 Creating an item category Sales and Distribution → Sales → Sales Documents → Sales Document Item → Define Item Categories Select the item category IRPA and choose Copy as. Field name or data type

Values

Item category

ZR##

Repair Procedure

ZR##

Enter Yes Save Continue 1-1-4 Assigning item categories Sales and Distribution → Sales → Sales Documents → Sales Document Item → Assign Item Categories Change the entry with sales document type ZR## and material item category group LEIS. Field name or data type

Values

SaTy

ZR##

MItCa

IRRS

Select the following entries: ZR## / NORM / R101 / IRPA ZR## / NORM / R103 / IRPA ZR## / NORM / R107 / IRPA © SAP AG

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ZR## / NORM / R108 / IRPA Choose Copy as.

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Field name or data type

Values

ItemCat-HgLvItm

change from IRPA to ZR## (four times)

Enter Back Select the following entry: ZR## / LEIS / R102 / IRPA Choose Copy as. Field name or data type

Values

ItemCat-HgLvItm

ZR##

Enter Save

1-2

Creating a Service Product SAP menu path: Logistics → Materials Management → Material Master → Material → Create (Special) → Service(s) (MMS1) Field name or data type

Values

Material

REP##

Industry sector

Mechanical engineering

Enter Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2 and choose Continue. Field name or data type

Values

Plant

1200

Sales organization

1000

Distribution channel

14

Enter

© SAP AG

Field name or data type

Values

Material short text

Repair

Base unit of measure

H

Division

08

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Enter Field name or data type

Values

Outbound delivery plant

1200

Tax classification

1

Enter Field name or data type

Values

Matl statistics grp

1

Save

1-3

Maintaining the Service Products Table SAP menu path: Logistics → Customer Service → Service Processing → Environment → Sales and Distribution → Service Products (OISD) New entries Field name or data type

Values

Plnt

1200

Service product

REP##

Work ctr

PC-REP

Plant

1200

BusA

8000

Save

1-4

Creating a Sales Price SAP menu path: Logistics → Sales and Distribution → Master Data → Conditions → Selection Using Condition Type → Create (VK11) Field name or data type

Values

Condition type

PR00

Enter Select the key combination Material with release status and choose Continue.

© SAP AG

Field name or data type

Values

Sales organization

1000

Distribution channel

14

Material

REP## PLM335

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Amount

Enter a rate

Save

1-5

Performing Repairs Processing 1-5-1 Creating a customer repair order SAP menu path: Logistics → Customer Service → Service Processing → Order → Customer Repair → Create (VA01) Field name or data type

Values

Order type

ZR##

Sales organization

1000

Distribution channel

14

Division

00

Enter Field name or data type

Values

Sold-to party

T-CSD##

Purch. order no.

RA-##

Material

REP##

Order quantity

1

Serviceable material

R-1140

Quantity

3

Repair An operation Returns has been generated. Back Save Number of customer repair order: See system message 1-5-2 Returns delivery SAP menu path: © SAP AG

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Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02) Field name or data type

Values

Order

Your order number

Enter Sales document → Deliver Field name or data type

Values

Shipping point

1200

Delivery type

LR

Enter Post goods receipt 1-5-3 Entering a decision SAP menu path: Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02) Field name or data type

Values

Order

Your order number

Enter Repair Status Business decision to be made

© SAP AG

Field name or data type

Values

Quantity

1

Indicator

Repair

Quantity

1

Indicator

Outbound delivery

Quantity

1

Indicator

Scrap

Quantity

1

Indicator

Credit memo

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Back Save Display document flow Service documents 1-5-4 Entering scrap SAP menu path: Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MB11) Field name or data type

Values

Movement type

551

Special stock

E

Plant

1200

Storage location

0001

Enter Field name or data type

Values

Sales order

Your customer repair order number Item 10000

Material

R-1140

Quantity

1

Post

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1-5-5 Confirming and technically completing a service order SAP menu path: Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24) Field name or data type

Values

Order

Your service order number

Enter Field name or data type

Values

Act. work

Enter a work time

Technical completion Save 1-5-6 Creating an outbound delivery SAP menu path: Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02) Field name or data type

Values

Order

Your order number

Enter Sales document → Deliver Subsequent functions → Create transfer order Save Yes Field name or data type

Values

Warehouse number

012

Adopt pick. quantity

2

Enter Post © SAP AG

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1-5-7 Creating a billing document SAP menu path: Logistics → Customer Service → Service Processing → Completion → Billing Document → Create (VF01) Field name or data type

Values

Document

Your sales order number

Enter Save 1-5-8 Settling a service order and displaying a result SAP menu path: Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (K088) Field name or data type

Values

Controlling area

1000

Order

Your service order number

Settlement period

Current month

Test run

Delete indicator

Execute SAP menu path: Logistics → Customer Service → Service Processing → Order → Customer Repair → Display (VA03) Field name or data type

Values

Order

Your order number

Enter Environment → Cost report The result is in the last line of the Total Actual Costs column.

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Additional Functions

Contents: z Creation of quotations z Service - assembly processing z User status z Workflow

 SAP AG 1999

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Additional Functions: Unit Objectives

At the conclusion of this unit, you will be able to: z List the options for service quotations z Generate service orders from sales orders z List the user status options z Describe the workflow options

 SAP AG 1999

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Course Overview Diagram

Course Overview

Field Service Planning

Organizational Elements and Master Data

Returns and Repairs Processing

Helpdesk

Additional Functions

 SAP AG 1999

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Additional Functions: Business Scenario

z A quotation should be created for certain work. z Services are also sold with the products. z Particular processing statuses for notifications and orders should be represented. z For notification and order processing, business processes are represented and executed repeatedly.

 SAP AG 1999

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Creation of Quotations: Topic Objectives

At the conclusion of this topic, you will be able to: z List the options for creating quotations z Generate quotations from service orders

 SAP AG 1999

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Creating a Quotation from a Service Order 1 Create service order

Service order

Status "Quotation created"

Status "Quotation accepted"

2

Available Create for service order

Available

Contents: • Service product or • Planning result

3

Available Accept

4

Billing Billing document with reference to document service order create

• Fixed price or • Planned effort or • Actual effort

 SAP AG 2003

„

„ „ „ „ „

You have created a service order. As long as you have not released this order, you can generate a quotation from it. This contains the result of service order planning or a service product (service material). The service order receives the status "Quotation created". A prerequisite for the above is that you have entered a dynamic item processor profile for creating quotations. The service order cannot be released as long as the quotation has not been accepted. If the quotation is accepted, the status "Quotation accepted" is set in the service order. The quotation is given the status "completed". A billing request is created when the quotation is accepted. This billing request can be used as the basis for billing with the fixed price from the quotation. The service order will be billed based on the quotation with the planned effort, the actual effort, or the fixed price of the service product.

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Creating a Service Order from a Quotation Quotation

1

Create quotation

• Service

Generate service order

Service order

Status "Quotation created"

2

Create sales order with reference to quotation

Sales order

Status "Quotation accepted"

Status change

• Service

Cost flow

4 Create billing document with reference to sales order

3 Confirm and settle service order

Billing document

• Fixed price  SAP AG 1999

„

„

„ „

„

When you create a quotation with a service product, the system automatically generates a service order with the status "QUCR" (quotation created) from the quotation item. This means that you cannot release the service order. The service order is assigned to the quotation. A prerequisite is that a requirements type, which is assigned to a corresponding requirements class, has been determined in the quotation item. An entry for the material number must also be available in the "Service Products" table. If no service order should be generated from the quotation, this is controlled using the requirements type and requirements class in the quotation item. If you create a sales order with reference to the quotation, the status of the service order is automatically changed to "QUAC " (quotation accepted). The account for the service order is assigned to the sales order. If the quotation is rejected, the service order automatically receives the status "LKD" (locked).

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Service Assembly: Topic Objectives

At the conclusion of this topic, you will be able to: z Generate a service order from a sales order item z Make the necessary settings

 SAP AG 1999

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Generating a Service Order from a Sales Order

Sales order 1. Technical object

2. Installed base

Operations from general task list

AUTOMATICALLY

Service order

 SAP AG 1999

The following prerequisites must be fulfilled so that a service order is generated automatically from the sales order item: y The requirements type from the sales order item must be assigned to a corresponding requirements class. You can determine the requirements type using the item category in the sales order item or using the strategy group in the material master. y An entry for the material number entered must also be available in the "Service Products" table. There you define standard values for the service orders to be generated automatically. „ With the corresponding setting in the "Service Products" table, you can create an equipment master automatically when the sales order is created. The equipment master is used as a reference object in the service order. „ The order operations are copied from a general task list, which has been assigned to the material number in the "Service Products" table. „ The service order is assigned and settled to the sales order item. „

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Service Assembly with Configuration

Sales order

Operations from configurable general task list

Installed Base Configuration: Install server

yes

Install printer

no

Lay cable

yes

Service order Operations: Install server Lay cable  SAP AG 2003

If you work with configurable materials, you can enter the exact scope of the service as a characteristic valuation in the configuration for the sales order. „ In this case, you can assign a configurable general task list to the service product. „ You can use object dependencies, which you assign to the operations in the general task list, to achieve the following: y Only those operations, for which the selection condition has been satisfied, are copied into the service order. y The operation data is changed according to the characteristic valuation using an activity or procedure. The operation fields whose content can be changed using the configuration are located in the structure PLPO_CFMOD. „ You can influence the component selection through object dependencies that are assigned to a BOM item. The prerequisite is that the material number from the header for the bill of material is entered in the header for the general task list. „

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Status Management: Topic Objectives

At the conclusion of this topic, you will be able to: z Describe the features of system and user statuses z Define and assign a user status profile

 SAP AG 1999

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Status Management

z Use: To control the sequence of business operations for an object type z System status „

Internal system status

„

Cannot be influenced directly by the user

„

Set number of predefined statuses

„

Fixed sequence of status assignment

z User status „

Freely definable, unlimited number

„

Can be set directly by the user

„

Link using status profile

 SAP AG 1999

The R/3 System has a basic number of business operations contained in a central table. These operations are valid for, and can be used by all applications. These business operations are maintained by SAP and cannot be changed by users. Business operations are predefined for each SAP object (order, equipment and so on). „ Another central table (also predefined by SAP) determines a system status for each operation and defines whether this system status is set or deleted during the operation. „ However, you can also define your own status profiles with the user status. For each of these statuses, you can define how the system should respond within the business operations defined by SAP. „ In the status profile, you can define: y Your own user status y The possible sequence for processing the user statuses y An initial status y Which user status is activated automatically when a business operation is performed y Which operations are allowed or prohibited when a certain status is active „

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User Status Management

Status number Profile for User status

Initial status

Lowest status number

Status 1

Automatic activation for operations

Highest status number

Allowed operations Display in status lines Long text

 SAP AG 2003

„

„ „ „ „

„ „

User statuses can be created for pieces of equipment, functional locations, service notifications and orders, sales documents and sales document items. User statuses can influence whether a business operation can be executed. A user status can be set or deleted when an operation is executed. User statuses are used in addition to system statuses, not instead of them. A user status profile is created for an object type, for example, equipment, functional location. The status profile is the place where user statuses are maintained. The status number identifies the status, and the high and low status numbers specify the sequence in which the following statuses are allowed: Only one status with status number can be active. However, several statuses without status number may be active at the same time. A user status can have an initial feature and be set or deleted automatically by a business operation like the system status. You can set the status IDs (displayed in the status lines) and also long texts in Customizing.

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Workflow: Topic Objectives

At the conclusion of this topic, you will be able to: z List the workflow options in service processing

 SAP AG 1999

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Workflow Terms z

Object type = Description of data used in system

z

Task = Specific, business description of activity „

Single-step task (customer task/standard task) = Activity that can be executed independently or within a workflow definition

„

Multi-step task (workflow task/workflow template) = Activity, to whose description a workflow definition is referenced

z

Work item = Object that represents a task or action in the workflow system at runtime

z

Role = Object used to determine possible agents for a work item

z

Event = Change of status for an object

 SAP AG 1999

You can use the SAP Business Workflow to represent business processes in the R/3 System and execute them (repeatedly), controlled by the workflow system. A workflow management system can control and execute particularly structured processes which: y Comprise a series of activities y Often recur in the same or similar forms y Involve several people or groups of people y Require a high level of cooordination „ The definition and execution of a workflow can be divided into four main areas. A workflow is executed for a user in the Business Workplace, where work items are displayed which the user can execute. This must be defined in order to execute a workflow. To do this, a workflow definition is created in the Workflow Builder. This contains steps that are executed at runtime. The steps either control the workflow directly or they contain a reference to a task. The task refers to a method for an object type in the Business Object Repository (BOR) and can either be executed automatically at runtime (background task) or by a user (dialog task). „

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Workflow Process for Service Notification Triggering event: To do: Inbox:

Notification is created

Send work item

Responsible person 1

• Define tasks • Put notification in process

Send work item

Inbox: Responsible person 2

To do: • Complete task

Send work item

To do: Inbox: Responsible person 3

• Complete notification or • Create additional tasks

 SAP AG 1999

In this scenario, the workflow helps you to process, monitor and complete newly created service notifications quickly and efficiently. This process is prepresented in a workflow template that triggers and controls the execution of the following standard tasks: y Inform the responsible person that a new service notification has been created or put in process, and that tasks must be defined for the notification. y Inform the responsible person that tasks have been created for the service notification and these must be processed. y Inform the responsible person that all the tasks for the service notification have been performed and the service notification must either be completed or additional tasks defined for the notification. „ Technical implementation: Task group TG20000016, business object BUS2080 (notification), standard tasks TS20000549 (process new notification), TS20000548 (notification is processed), TS20000555 (complete notification), workflow template WS20000318, standard role AC00000178 (standard role for service notifications). „

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Workflow Process for Notification Tasks Triggering event: Task is created

Send work item

To do: Inbox: Person responsible

• Complete task or • Change person responsible or • Set deletion flag

 SAP AG 2001

If you create a task in a notification, you can use the workflow to inform the person responsible that the task must be performed. „ If no responsible person has been specified, then the system informs all the people who are assigned to the task. „ Once the necessary system settings have been made, the SAP Business Workflow automatically sends a work item to the integrated inbox of the person(s) responsible. The work item informs them that a new task has been created in a notification. The people concerned can process the work item directly from their inbox. During processing, the change transaction is called up automatically for the task. „

„

For the agent determination, the system searches for the person responsible for the tasks in the service notification. If no responsible person has been defined for this task, then the system informs all the people who are assigned to this standard task.

„

The processor is determined by a role resolution. The role 178 SM_TASK_ROLE (standard role for service notification) is defined as a standard role for this task.

„

Technical implementation: Task group TG20000016, object type QMSM (task), standard task TS00008340 (complete task), workflow template WS00200097.

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Informing the Order Creator Triggering event: Order is created

Work items:

Generate work item Delete work item

Release

Generate work item Delete work item

Final confirmation

Generate work item Delete work item

Technical completion

Generate work item Delete work item

Business completion

Generate work item

 SAP AG 1999

You use this workflow if you want the creator of the service order to be informed when the order is opened, released, finally confirmed, technically completed or completed for business. The workflow task makes it possible for the author to: y See in their inbox the progress of the orders they created y Branch to the corresponding orders „ When the order creator processes the work item, the change transaction is called up automatically for the order. The work item is finished when the order enters the next processing phase. „ Technical implementation: Object type BUS2007 (maintenance/service order), standard tasks TS20000004 (order created), TS20000005 (order released), TS20000006 (order finally confirmed), TS20000007 (order technically completed), TS20000031 (order completed for business), workflow template WS20000031. „

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Informing the Employee Responsible Triggering event: Order is created

Send work item

To do: Inbox: Planner

• Release order or • Do not execute order

 SAP AG 2001

You use this workflow if you want to inform the planner that an order has been created and must be released. Using the workflow, the planner sees a work item in their integrated inbox that can be processed directly from there. When the work item is being processed, the change transaction is called up automatically for the order. „ This scenario has been incorporated into the standard system for the Plant Maintenance (PM) application component. You can also use it for the Customer Service (CS) component. To do this, you can copy this scenario and change the check for maintenance orders to a check for service orders. „ Technical implementation: Object type BUS2007 (maintenance/service order), standard task TS20000064 (order to be released by planner), workflow template WS20000014. „

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Informing the Work Centers Involved Triggering event: Order is released

Inbox: Send work item

To do:

Employee from operation work center

• Confirm operation

Partial confirmation Send work item Final confirmation

Inbox:

To do:

Responsible person 2

Send work item

• Finally confirm operation

Final confirmation Send work item

Inbox: Responsible person 3

To do: • Exit work item manually

 SAP AG 1999

You use this workflow if you want to inform the work centers involved with an order when their operations are released, partially confirmed or finally confirmed. Using the workflow, the people, who are assigned to the work centers involved, see a work item in their integrated inbox. They can process the work item directly from their inbox. When the work item is being processed, the display transaction is called up automatically for the order or completion confirmation. „ This scenario has been incorporated into the standard system for the Plant Maintenance (PM) application component. You can also use it for the Customer Service (CS) component. To do this, you can copy this scenario and change the check for maintenance orders to a check for service orders. „ Technical implementation: Object type AFVC_PM (maintenance/service order operation), standard tasks TS20000015 (operation released), TS20000056 (operation partially confirmed), TS20000016 (operation finally confirmed), workflow template WS20000031. „

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Purchase Order Change

Triggering event: Conditions: Order is changed

• Purchase requisition is changed • Purchase order for purchase requisition available

Send work item

Inbox: Employee Purchasing  SAP AG 1999

The workflow is used to inform employees in Purchasing about all the changes to order data that lead to purchase requisitions being changed automatically. The purchase orders for the automatically changed purchase requisitions must also then be changed. „ The following changes in the order result in changes to the purchase requisitions: y The requirements quantity of an external material or external service has been changed y The requirements date for an external material or external service has been changed y An external material item or external service operation has been deleted y An external service operation has been changed in an internally processed operation y The order has been technically completed, that is, the external material or external service is no longer required y Purchase orders have already been created „ The employee informed can check the purchase requisitions and purchase orders in question. He or she can also change the purchase orders manually or create new purchase orders. „ Technical implementation: Object types BUS2088 (service order), T024 (purchasing group), standard task TS20000652 (purchase order change for service order), standard role 00900010 (purchasing group). „

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Additional Functions: Unit Summary

z Service orders can be generated from quotation items. z Resource-related quotations are generated from planning data in a service order. z You can generate service orders from sales order items using the configuration. z User statuses can represent business conditions. z The processes can be supported using workflow.

 SAP AG 2003

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Additional Functions: Exercises Unit: Additional Functions Topic: Quotation Creation At the end of these exercises, you will be able to: • Create a quotation from service orders 1. A quotation is sent to the customer with the planned resources required.

1-1

Creating quotations 1-1-1 Creating a service order Create a service order with the order type SM02 for the functional location TCST##-PROD. Use the order to create a quotation for PC installation. Enter a suitable short text. Choose Operations and enter a planned work time of 10 hours for the first operation. Create a second operation with the short text Drive hours, planned work time 4 hours, and service type 1413. Call up the detail screen for the first operation and assign the following stock components to the operation: Material number R-1120, required quantity 10 pieces, item category L. Save the service order. What order number is assigned?

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1-1-2 Creating a quotation for the service order Create a quotation for the service order you have just created. Enter the order number and choose Sales price basis view. Which net value would appear in the quotation?

Save the quotation. What number is given to the order?

1-1-3 Accepting a quotation The customer accepts the quotation. Change the service order and accept the quotation. What number does the automatically created billing request have?

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Unit: Additional Functions Topic: Service Assembly Processing At the end of these exercises, you will be able to: • Create service orders from sales orders • Make the necessary settings 2. Products and services are sold to the customer.

1-1

Creating Characteristics Create two characteristics: Characteristic:

INST##1

Description:

Uninterruptible power supply

Data type:

Character format

Number of chars:

1

Entry is required Characteristic values:

Y = Yes N = No

Characteristic:

INST##2

Description:

Back-up system

Data type:

Character format

Entry is required Number of chars:

1

Characteristic values:

Y = Yes N = No

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1-2

Creating a Class Create a class. Class:

INST##

Class type:

300 (Variants)

Description:

Server installation

Assign your two characteristics.

1-3

Creating a Service Material Create a material master for the service assembly. Material number

INST##

Industry sector

Mechanical engineering

Material type:

Service

Views: Basic Data 1 and 2, Classification, Sales: Sales Org. Data 1 and 2, Sales: General/ Plant Data, MRP 1 to 3. Organizational levels: Plant 1200, sales organization 1000, distribution channel 14 Description:

Server installation

Base unit of measure:

LE

Division:

08

Set the indicator Material is configurable and Enter to confirm. Class:

INST##

Outbound delivery plant: 1200

© SAP AG

Tax classification:

1

Availability check:

No check (NC)

Purchasing group:

001

MRP characteristic:

No MRP

Planned delivery time:

1 day

Strategy group:

Service orders (84)

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1-4

Creating a Sales Price Create a material price (condition type PR00) for this material.

1-5

Creating a Configuration Profile Create a configuration profile for your material.

1-6

Profile name:

PROF##

Class type:

300

Creating a General Task List Create a general task list. Group:

INST##

Profile:

SM01

TL group counter 1:

Server installation

Plant:

1200

Work center:

PC-SERV / 1200

Status:

Released (general)

Operations: Install server

10 h

Install USV:

2h

Install back-up system:

3h

Add the following object dependencies (editor): For the operation Install USV: Selection condition, syntax: INST##1 eq ‘Y’ For the operation Install back-up system: Selection condition, syntax: INST##2 eq ‘Y’ © SAP AG

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Save the general task list.

1-7

Creating a Configuration Profile for the General Task List Create a configuration profile for your general task list. Profile name:

PROF##

Class type:

300

Assign your class INST## to the general task list.

1-8

Maintaining the Service Products Table Make an entry in the service product table. Plant:

1200

Service product:

INST##

Work center:

PC-SERV

Plant:

1200

Business area:

8000

General maintenance task list:

INST##

Group counter:

1

Reference object can be entered. Category of reference object:

1-9

Equipment

Creating a Sales Order Create a sales order to test your settings. Order type:

OR

Sales organization:

1000

Distribution channel:

14

Division:

00

Sold-to party:

T-CSD##

Purchase order number:

INST##

Material:

INST##

Quantity:

1

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Save the order. Order number:

Display your sales order and the service order generated from it. Service order number: Which operations does the service order contain?

1-10

Processing an Order Put the service order in process. Enter a completion confirmation. Settle the order. Controlling area: 1000 Bill the sales order. Display the sales order and cost report.

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Unit: Additional Functions Topic: User Status At the end of these exercises, you will be able to: • Create and assign a user status profile 3. Additional status information is required when your service orders are processed.

1-1

Creating a User Status Profile Create a user status profile Z##. Call up the detail screen and allow the status profile for the object type PM/SM order. There should be the following status indicators with status number: •

New (initial status)

•

Technician is informed

•

Technician has confirmed completed

•

Completed

Enter appropriate values for the highest and lowest status numbers. There should be the following status indicators without status number: •

Wait for problem notification

•

Warranty case (no billing document)

The status Technician is informed should be set automatically when paging. For this status, the technical completion is only allowed with a warning. The status Technician has confirmed completed should be set automatically when the order is confirmed. The status Completed should be set when the order is completed.

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For the status Wait for problem notification, the release of the order should be prohibited. For the status Warranty case, the creation of a billing document should be prohibited.

1-2

Assigning a User Status Profile Assign the status profile to your order type Z##.

1-3

Creating and Processing an Order Create a service order with your order type. Use serial number 1 and material number T-FSN## as the reference object. Test the settings for your status profile. Use the system user PLM301-99 as the recipient for the paging message.

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Additional Functions: Solutions Unit: Additional Functions Topic: Quotation Creation

1-1

Creating quotations 1-1-1 Creating a service order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type

Values

Order type

SM02

Functional Location

TCST##-PROD

Enter Field name or data type

Values

Order short text

PC Installation

Operations Field name or data type

Values

Work (first operation)

10 hours

Second operation: Short text / Work / Atyp

Travel time / 4 hours / 1413

Select the first operation and choose General.

© SAP AG

Field name or data type

Values

Component

R-1120

Requirement quantity

10 pieces

Item category

L PLM335

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Save Order number: See system message

1-1-2 Creating a quotation for the service order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation (DP80) Field name or data type

Values

Service order

Your order number

Sales price basis view Net value: See Net value column. Choose Create quotation and then Yes to confirm. You see the quotation. Choose Save.

1-1-3 Accepting a quotation SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Service order

Your order number

Header data Choose the path Order → Functions → Accept quotation. Number of billing request: See system message

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Unit: Additional Functions Topic: Service Assembly Processing

1-1

Creating Characteristics SAP menu path: Cross-Application Components → Classification System → Master Data → Characteristics (CT04) Field name or data type

Values

Characteristic

INST##1

Create Field name or data type

Values

Description

Uninterruptible power supply

Data type

Character format

Number of chars

1

Entry required

Select

Values Field name or data type

Values

Char. value / Description

Y / Yes

Char. value / Description

N / No

Save Field name or data type

Values

Characteristic

INST##2

Create

© SAP AG

Field name or data type

Values

Description

Back-up system

Data type

Character format

Number of chars

1

Entry required

Select

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Values Field name or data type

Values

Char. value / Description

Y / Yes

Char. value / Description

N / No

Save

1-2

Creating a Class SAP menu path: Cross-Application Components → Classification System → Master Data → Classes (CL02) Field name or data type

Values

Class

INST##

Class type

300

Create Field name or data type

Values

Description

Server installation

Characteristics Field name or data type

Values

Characteristic

INST##1 INST##2

Save

1-3

Creating a Service Material SAP menu path: Logistics → Materials Management → Material Master → Material → Create (Special) → Service(s) (MMS1) Field name or data type

Values

Material

INST##

Industry sector

Mechanical engineering

Enter Select the views Basic Data 1 and 2, Classification, Sales: Sales Org. Data 1 and 2, Sales: Gen./Plant Data, MRP 1-3 and choose Continue.

© SAP AG

Field name or data type

Values

Plant

1200

Sales organization

1000 PLM335

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Distribution channel

14

Enter Field name or data type

Values

Material short text

Server installation

Base unit of measure

LE

Division

08

Enter Field name or data type

Values

Material is configurable

Select

Enter (x 2) Field name or data type

Values

Class

INST##

Next screen Field name or data type

Values

Outbound delivery plant

1200

Tax classification

1

Enter Enter Field name or data type

Values

Availability check

NC

Enter Field name or data type

Values

Purchasing group

001

MRP characteristic

NC

Enter Field name or data type

Values

Planned delivery time

1

Enter Field name or data type

Values

Strategy group

84

Save

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1-4

Creating a Sales Price SAP menu path: Logistics → Sales and Distribution → Master Data → Conditions → Selection Using Condition Type → Create (VK11) Field name or data type

Values

Condition type

PR00

Enter Select the key combination Material with release status and choose Continue. Field name or data type

Values

Sales organization

1000

Distribution channel

14

Material

INST##

Amount

Enter a rate

Save

1-5

Creating a Configuration Profile SAP menu path: Logistics → Central Functions → Variant Configuration → Configuration Profile → Create (CU41) Choose Material and Continue. Field name or data type

Values

Material

INST##

Enter Field name or data type

Values

Profile name

PROF##

Class type

300

Save

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1-6

Creating a General Task List SAP menu path: Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → General Maintenance Task Lists → Create (IA05) Field name or data type

Values

Group

INST##

Profile

SM01

Enter Field name or data type

Values

Short text

Server installation

Planning plant

1200

Work center

PC-SERV / 1200

Status

4

Operation Field name or data type

Values

Operation description / Work

Install server / 10 h Install USV / 2 h Install back-up system / 3 h

Select the second operation and choose Extras → Object dependencies → Editor Field name or data type

Values

Relationship type

Selection condition

Continue Field name or data type

Values

Coding line

INST##1 eq ‘Y’

Save Select the third operation and choose Extras → Object dependencies → Editor

© SAP AG

Field name or data type

Values

Relationship type

Selection condition PLM335

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Continue Field name or data type

Values

Coding line

INST##2 eq ‘Y’

Save Save

1-7

Creating a Configuration Profile for the General Task List SAP menu path: Logistics → Central Functions → Variant Configuration → Configuration Profile → Create (CU41) Select Configurable Object Choose General maintenance task list and Continue. Field name or data type

Values

GM task list

INST## / 1

Enter Field name or data type

Values

Profile name

PROF##

Class type

300

Class assignments Field name or data type

Values

Class

INST##

Save

1-8

Maintaining the Service Products Table SAP menu path: Logistics → Customer Service → Service Processing → Environment → Sales and Distribution → Service Products (OISD) New entries

© SAP AG

Field name or data type

Values

Plnt

1200

Service product

INST##

Work ctr

PC-REP

Plant

1200

BusA

8000 PLM335

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Gen TL

INST##

GC

1

RTyp

01

RObj

02

Save

1-9

Creating a Sales Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Sales Order → Create (VA01) Field name or data type

Values

Order type

OR

Sales organization

1000

Distribution channel

14

Division

00

Enter Field name or data type

Values

Sold-to party

T-CSD##

Purch. order no.

INST##

Material

INST##

Order quantity

1

Enter Continue Field name or data type

Values

Uninterruptible power supply

Choose a characteristic value

Back-up system

Choose a characteristic value

Back Save Number of sales order: See system message

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SAP menu path: Logistics → Customer Service → Service Processing → Order → Sales Order → Display (VA03) Field name or data type

Values

Order

Your sales order number

Display document flow Service documents Position the cursor on the service order number and choose Display document. Operations

1-10

Processing an Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your service order number

Enter Put in process Continue SAP menu path: Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW24) Field name or data type

Values

Order

Your service order number

Enter Field name or data type

Values

Act. work

Enter a work time

Technical completion Save SAP menu path:

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Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (K088) Field name or data type

Values

Controlling area

1000

Order

Your service order number

Settlement period

Current month

Test run

Delete indicator

Execute SAP menu path: Logistics → Customer Service → Service Processing → Completion → Billing Document → Create (VF01) Field name or data type

Values

Document

Your sales order number

Enter Save SAP menu path: Logistics → Customer Service → Service Processing → Order → Sales Order → Display (VA03) Field name or data type

Values

Order

Your order number

Enter Environment → Cost report The result is in the last line of the Total Actual Costs column.

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Unit: Additional Functions Topic: User Status

1-1

Creating a User Status Profile IMG path: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → User Status for Orders → Define Status Profile Define User Status Profile for Orders New entry Field name or data type

Values

Status profile

Z##

Text

Enter a text

Maintenance language

EN

Enter Details Object types Select the PM/SM order and choose Save. Details Field name or data type

Values

Status number / Status / Short text / Lowest status no. / Highest status no.

1 / NEW / New / 1 / 2 2 / INF / Technician is informed / 1 / 3 3 / CONF / Confirmed completed / 2 / 4 4 / COM / Completed / 2 / 4

Set the indicator Initial status for the first status with status number. Field name or data type

Values

Status / Short text

WAIT / Wait for problem notification WARR / Warranty case

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Choose INF details for the status. New entries Field name or data type

Values

Page

Select “Set”

Complete technically

Select “Warning”

Back Choose CONF details for the status. New entries Field name or data type

Values

Confirm order

Select “Set”

Back Choose COM details for the status. New entries Field name or data type

Values

Complete

Select “Set”

Back Choose WAIT details for the status. New entries Field name or data type

Values

Release

Select “Prohibited”

Back Choose WARR details for the status. New entries Field name or data type

Values

Creating a billing document

Select “Prohibited”

Back Save

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1-2

Assigning a User Status Profile Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → User Status for Orders → Define Status Profile Assign User Status to Order Types Field name or data type

Values

Stat. prof. (for your order type)

Z##

Save

1-3

Creating and Processing an Order SAP menu path: Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type

Values

Order type

Z##

Serial number

1

Material

T-FSN##

Enter

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Appendix

Contents: z Customizing paths z Enhancements or customer exits

 SAP AG 1999

© SAP AG

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Customizing Paths: Service Processing Access to Customizing: SAP Menu → Tools → Customizing → IMG → Edit Project

SAP Reference IMG button

Service Notifications Field name or data type

Path

Action box

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Additional Functions → Define Action Box

User status

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → User Status for Notifications

Order type

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Assign Notification Types to Order Types

Screen templates

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Set Screen Templates for the Notification Type

Print control

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Notification Print Control

Field selection

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Set Field Selection for Notifications

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Catalogs / catalog profiles

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Content

Long text control

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Long Text Control for Notification Types

Solution database

Customer Service → Solution Database

Notification types

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Notification Types

Number ranges

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Number Ranges

Object information

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Object Information

Partner Determination Procedure & Partner Roles

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Partners → Define Partner Determination Procedure and Partner Function

Priorities

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Response Time Monitoring → Define Priorities

Response and service profiles

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Notifications → Notification Processing → Response Time Monitoring → Define Response Monitoring

Other notification parameters

Plant Maintenance and Customer Service

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→ Maintenance and Service Processing → Maintenance and Service Notifications → Notification Creation → Notification Types → Define Order Types and Special Notification Parameters

Service Orders Field name or data type

Path

Settlement rule

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Settlement Rule: Define Time and Distribution Rule

Delivery address for non-stock components

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Define Access Sequence for Determining Address Data

Order types

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Configure Order Types

Accounting indicators

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Accounting Indicators

Reference time

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Define Proposed Reference Time for Technical Completion

DIP profiles

Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis

Print control

Plant Maintenance and Customer Service

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→ Maintenance and Service Processing → Maintenance and Service Orders → Print Control Field selection

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Define Field Selection for Order Header Data (PM)

Field selection for service data

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Define Field Selection for Order Header Data (CS)

Overall completion confirmation – screen templates

Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Set Screen Templates for Completion Confirmation

Maintenance activity types

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Maintenance Activity Type

Costing data

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Costing Data for Maintenance and Service Orders → Assign Costing Parameters and Results Analysis Keys

Number ranges

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Configure Number Ranges

Object information

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Object Information

Paging texts

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Assign Standard Texts for Short Messages to Order Types

Partner Determination Procedure & Partner Roles

Plant Maintenance and Customer Service → Maintenance and Service Processing →

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Maintenance and Service Orders → Partner → Define Partner Determination Procedure and Partner Function Priorities

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → General Data → Define Priorities

Confirmation parameters

Plant Maintenance and Customer Service → Maintenance and Service Processing → Completion Confirmations → Define Control Parameters for Completion Confirmations

Service order types

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders

Other parameters

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Define Change Docs, Collective Purc. Req. Indicator, MRP-Relevance

Scheduling

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Scheduling → Set Scheduling Parameters

Availability check

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Availability Check for Materials, PRTs and Capacities → Define Checking Control

Operation control keys

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Control Key → Maintain Control Keys

Default values

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Default Values for Task List Data and Profile Assignments

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Goods movements

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Goods Movements for Order → Define Documentation for Goods Movements for Order

Plant assignment

Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Assign Order Types to Planning Plants

Customer repair orders Field name or data type

Path

Item categories

Sales and Distribution → Sales → Sales Documents → Sales Document Item → Define Item Categories

Repair procedures

Sales and Distribution → Sales → Sales Documents → Customer Service → Returns and Repairs Processing → Define Repairs Procedure

Sales document types

Sales and Distribution → Sales → Sales Documents → Sales Document Header → Define Sales Document Types

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Enhancements Partners ICSV0008

Verification of additional partner types

Service Notifications ICSV0001

Display of geographical location data

ICSV0002

Automatic task determination for service notifications

ICSV0003

Partner selection

ICSV0004

Check reference object and display object information

IWOC0001

Create PM/CS notification: Determination of reference object

IWOC0002

PM/CS notification: Check eligibility of status change

QQMA0001 QM/PM/CS: User sub-screen for notification header QQMA0003 QM: Function “User data” in menu “Goto” QQMA0004 QM: Function “User data” in menu “Goto -> Item” QQMA0006 QM: Automatic task determination for quality notifications QQMA0008 QM/PM/CS: User sub-screen for additional data for notification item QQMA0010 QM/PM/CS: User sub-screen for additional data for cause QQMA0011 QM/PM/CS: User sub-screen for additional data for task QQMA0012 QM/PM/CS: User sub-screen for additional data for activity QQMA0014 QM/PM/CS: Checks before saving notification QQMA0015 QM/PM/CS: User exit for calling up F4 Help for catalog QQMA0016 QM/PM/CS: Function “User data” in menu “Goto -> Task” QQMA0017 QM/PM/CS: Function “User data” in menu “Goto -> Activity” QQMA0018 QM/PM/CS: Scheduling by entry of priority QQMA0019 QM/PM/CS: Default partners when adding notification QQMA0021 QM/PM/CS: Function “User data” in menu “Goto” QQMA0022 QM/PM/CS: Function “User data” in menu “Goto -> Cause” QQMA0023 QM/PM/CS: Function “User data” in menu “Goto -> Item” QQMA0024 QM/PM/CS: Deactivation of function codes in CUA menu QQMA0025 PM/CS: Default values when adding notification QQMA0026 PM/CS: Authorization check when accessing notification transaction QQMA0027 PM/CS: Default values when adding task QQMA0029 QM/PM/SM: Change Notification Type © SAP AG

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QQMA0030 Check if a status change is authorized ICRP0201

Search Help CS_ORG_02: Authorization Check

ICRP0202

Search Help CS_ORG_02: Internally-Programmed Selection

ICRP0203

Search Help CS_ORG_02: Propose Task

Service Orders IWO10001

Create sub-order

IWO10002

PM order: Customer check for order release

IWO10004

PM order: Customer check for order completion

IWO10005

PM order: Customer-specific determination of profit center

IWO10006

PM order: Exclude function codes using customer enhancement

IWO10007

PM order: Customer enhancement for permits in order

IWO10009

PM order: Customer check for “Save”

IWO10010

PM order: Customer enhancement to determine WBS element

IWO10011

PM order: Customer enhancement for component selection

IWO10012

PM order: Priority handling at central header

IWO10015

PM order: F4 Help for user fields in operation

IWO10016

PM order: Customer enhancement to check operation user fields

IWO10017

Determine external order numbers using customer logic

IWO10018

PM order: User fields in order header

IWO10020

PM order: Automatic inclusion of task list

IWO10021

Automatic task list transfer when generating order from notification

IWO10022

Determine calendar from user exit

IWO10023

Service order: Change header data for advance shipment document

IWO10024

Service order: Changes to item for advance shipment

IWO10025

PM/CS order: Find responsible cost center

IWO10026

User check when setting status “Do not perform”

IWO10027

Generate user exit for user-defined settlement rule

IWO10029

Include bill of material in PM/CS order

IWO10030

Preset Fields for Event Object

IWO10031

Hide personnel number in PM/SM order

IWO10033

Customer-specific authorization check for maintenance or service order

IWO10034

Operation status based on the status of the capacity requirements

IWO20001

PM order: User exit for task list transfer in order

IWOC0003

PM/CS authorization check of reference object and planner group

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IWOC0004

Change single-level list editing of PM/QM/CS ALV settings

External processing / non-stock components COZF0001

Change purchase requisition for external operation

COZF0002

Change purchase requisition for external component

Completion confirmation CONFPM01 PM/SM order confirmation: Customer specific enhancements when saving define default values CONFPM02 PM/SM order confirmation: Customer-specific input check 2 Input checks by SAP checks CONFPM03 PM/SM order confirmation: Customer specific check after operation selection CONFPM04 PM/SM order confirmation: Customer-specific input check 2 Input checks before SAP checks CONFPM05 PM/SM order confirmation: Customer specific enhancements when saving.

Resource-Related Billing AD010001

Change object list and its hierarchy

AD010002

Limit selection and/or filter data determined

AD010003

Create user-defined DI characteristics

AD010005

Create user-defined sources

AD010007

Change DI Processing Information

ICSV0005

Determine reason for rejection for resource-related billing

V46H0001

SD customer functions for resource-related billing document

Warranties BG000001

Warranty check

BG000002

Warranty check dialog box

BG000003

Changes to warranty check result sub-screen

Miscellaneous IWMI0001

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User exits for PM/CS IDocs

PLM335

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