PLM 335

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PLM335 Service Processing

PLM335
Service Processing

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





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

SAP AG 2003

Target Group

 Audience


Project team responsible for implementing CS

 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

© SAP AG

PLM335

1-1

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

SAP AG 1999

© SAP AG

PLM335

1-2

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

SAP AG 1999

© SAP AG

PLM335

1-3

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

SAP AG 1999

© SAP AG

PLM335

1-4

Course Overview Diagram

Course Overview

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Master Data

Returns aanndd Repairs
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Additional FFuunnccttiioonnss

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© SAP AG

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1-5

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.

SAP AG 1999

© SAP AG

PLM335

1-6

Organizational Elements and Master Data

Contents:
 Organizational elements
 Master data

SAP AG 1999

© SAP AG

PLM335

2-1

Organizational Elements and Master Data: Unit
Objectives

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

SAP AG 2003

© SAP AG

PLM335

2-2

Course Overview Diagram

Course Overview

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Pllaannnniinngg

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Orrggaanniizzaattiioonnaall
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Elleem
meennttss aanndd
Master Data

Returns aanndd Repairs
P
Prroocceessssiinngg

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Additional FFuunnccttiioonnss

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2-3

Organizational Elements and Master Data:
Business Scenario

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

SAP AG 1999

© SAP AG

PLM335

2-4

Organizational Elements: Topic Objectives

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

SAP AG 1999

© SAP AG

PLM335

2-5

Service - Process

Customer
Technical
objects

Outline
agreement

qmt /
re

Quotation

Purchase
order

Planning

Contact
person

Execution

Completion

Invoice

Payment

Order

Organization

Service
provider

Resources

Vendor
SAP AG 1999









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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2-6

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
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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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2-7

Organizational Elements - Customizing

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

SAP AG 2001







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.

© SAP AG

PLM335

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Master Data: Topic Objectives

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

SAP AG 1999

© SAP AG

PLM335

2-9

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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2-10

Material Master

Basic data

Purchasing

Materials
planning

Sales

Stocks in plant /
storage location

Work
scheduling

Pc

t

A
B

Financial
accounting

M
Maatteerriiaall
m
maasstteerr rreeccoorrdd

Quality
management

Storage

Forecast

Warehouse
management

Classification

SAP AG 1999










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

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Use of Material Master in Service

 Service material/service product


Description of services in order or contract

 Typing and structuring of technical objects

Pc

t



Material serial number



Material as construction type



Material as bill of material item

A
B

 Component planning


Spare parts - sales order



Components for service order

SAP AG 1999




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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2-12

Contents of Work Center Master

Basic data

Scheduling

Costing

Default values

Cost center assignment

W
Woorrkk cceenntteerr
m
maasstteerr record

Pc

t

Capacities

Links to personnel system

Available capacity

Personnel number

Shift schedule assignment

Position
Qualification requirements profile

SAP AG 1999











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

SSttaannddaarrdd
aavvaaiillaabbllee
capacity
Time
h
Interval 1

Interval 2

B

Interval 3

Time
From

Duration of cycle

To

Duration of interval

SAP AG 2001








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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2-14

Work Centers - Customizing

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

SAP AG 2001



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

© SAP AG

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2-15

Types of Technical Objects

Functional locations

Equipment

Assemblies

Serial numbers

SAP AG 2003












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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2-16

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

Functional
Locations

Admin.

Production

Line 1

PC

Equipment

Line 2

Lathe

Engine

Gearbox

Hydraulics

BOM items
Casing

Carbon

Shaft

Warehouse

SAP AG 2003



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

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Organizational Elements and Master Data: Unit
Summary

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

SAP AG 2003

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

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

1-1

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

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

1-2

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

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2-20

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

1-1

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

Values

Plant

1200

Work center

TECH##

Work center type

0005 (Maintenance)

Enter
Field name or data type

Values

Work center description

Enter name

Person responsible

001 (Reuter)

Task list usage

004 (Only maintenance plans)

Standard value key

SAP0 (No standard values)

Default values
Field name or data type

Values

Control key

SM01 (Service – internal)

Printer

A000

Capacities

© SAP AG

Field name or data type

Values

Capacity category

002 (Person)

Processing formula

SAP008 (Proj: Reqmts int.
Prcg)

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2-21

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

© SAP AG

Field name or data type

Values

Cost center

4100

ActType Int. Proc.

1410

Formula key

SAP008

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2-22

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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2-23

Helpdesk

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

SAP AG 1999

© SAP AG

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3-1

Helpdesk: Unit Objectives

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

SAP AG 1999

© SAP AG

PLM335

3-2

Course Overview Diagram

Course Overview

FFiieelldd S
Seerrvviiccee P
Pllaannnniinngg

O
Orrggaanniizzaattiioonnaall
E
Elleem
meennttss aanndd
Master Data

Returns aanndd Repairs
P
Prroocceessssiinngg

H
Heellppddeesskk

Additional FFuunnccttiioonnss

SAP AG 1999

© SAP AG

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3-3

Helpdesk: Business Scenario

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

SAP AG 1999

© SAP AG

PLM335

3-4

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.

© SAP AG

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3-5

Notification Processing: Topic Objectives

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

SAP AG 1999

© SAP AG

PLM335

3-6

Service Notification Functions

 Entry of incoming customer service requests
 Access to information on


Customer



Object



Contracts



Warranties

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



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

© SAP AG

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3-7

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 do ne

object parts,

what when ?

when?

causes of dam age,
classificati on

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

SAP AG 1999



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:
 The credit control area. Each company code is assigned to a credit control area.
 The risk category from the credit management data in the customer master.
 The credit group from Customizing for the notification or order type.

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Notification Types: Topic Objectives

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

SAP AG 1999

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Notification Types - Customizing

 Notification types:


Origin / notification category



Proposed reference time



General catalog profile



Update group for information system



Early number assignment

 Screen templates

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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

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


Sales document type for sales order



Automatic contract determination



Default service order type with contract



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:
 Default service order type for notification without contract
 Default service order type for notification with contract
 Sales document type for sales orders created from the notification
If automatic contract determination is activated when you create a service notification, when you
enter the reference object, the system checks if valid service contracts are available for the customer or
reference object (including superior objects) in the notification. If a contract item is found, the
notification is assigned to the contract item.
The settings for the credit limit check contain the type of check and the assignment of the order type to
a credit group "Order".

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Notification Types - Customizing III

Overview of Notification Type:
 Screen areas in the
notification header
 Catalogs
 Priority type
 Partner determination
procedure assignment
 Special partner 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:
 User status profile
 Response profile 
Service profile
Notification Processing:
 Action box
 Print default for notification
papers
 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

 Call up function module

Followup
activity

 Business operation
 Generation of:


Task or



Activity

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

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Object Information Key

 Automatic display



i

If notifications available
If contract available

 Selection according to:
Reference



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

 Key figures



Selection period
Threshold values

 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:
 Outstanding notifications exist
 Completed notifications exist
 A valid contract is available
During the selection, checks can be made on:
 Reference object for the notification
 Reference object and all higher-level objects
 Reference object and all lower-level objects
If one of the key figures displayed (notifications, breakdowns and orders entered) in the selection period
exceeds the specified threshold value, it is highlighted.
You can also set whether the classification data from the reference object should be displayed and if so,
with which view.

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Catalogs: Topic Objectives

At the conclusion of this topic, you will be able to:
 Create catalogs
 Define catalog profiles
 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
Code
group
group

Code
010
020
0
. 30
.

Code

Corrosion
Broken glass
F
. aulty 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

 Preselection of code groups for
each catalog

Catalog

 Proposal of class

Code
group

 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

N
Noottiiffiiccaattiioonn
ttyyppee
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:
 Create response profiles
 Create service profiles
 Set up list editing for notifications

SAP AG 1999

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Service Notification: Task Determination

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


Which tasks are proposed



By when these tasks must be completed

 The service profile controls:


Within which service times these tasks are to be
processed

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.
 Response time - 8 hours: Response by Tuesday 12 p.m.
 Response time - 4 hours: Response by Monday 5 p.m.
 Response time - 2 hours: Response by Monday 3 p.m.
 Service profile: 7a.m. - 7 p.m.
 Response time - 8 hours: Response by Tuesday 8 a.m.
 Response time - 4 hours: Response by Monday 4 p.m.
 Response time - 2 hours: Response by Monday 2 p.m.

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List Editing for Notifications
Change Service Notifications: Selection of Notifications

 Define selection screen

Notification status
Outstanding

Postponed

Notification type S1

In process



Field attributes



Predefine fields

Completed

to S3

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

 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

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

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Solution Database: Topic Objectives

At the conclusion of this topic, you will be able to:
 Set up the solution database
 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
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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
 Symptoms


Symptom types






Catalogs
Priority type
User status profile
Assignment to solution type



Symptom categories for each symptom type



Object types for each symptom type

 Solutions


Solution types





Task catalog
User status profile

Solution categories for each solution type

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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

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

SAP AG 1999

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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.
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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.
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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 110 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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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
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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
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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
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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
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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
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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
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PartnDetProc (for your
notification type)

Your partner determination
procedure

Save
Back

© SAP AG

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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

© SAP AG

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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

© SAP AG

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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

© SAP AG

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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

SAP
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3-60

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

© SAP AG

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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

© SAP AG

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Course Overview Diagram

Course Overview

FFiieelldd S
Seerrvviiccee P
Pllaannnniinngg

O
Orrggaanniizzaattiioonnaall
E
Elleem
meennttss aanndd
Master Data

Returns aanndd Repairs
P
Prroocceessssiinngg

H
Heellppddeesskk

Additional FFuunnccttiioonnss

SAP AG 1999

© SAP AG

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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

© SAP AG

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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

© SAP AG

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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

Printer - repair

Operations

Components

Costs

Partners

Objects

Who shoul d do

Which

Estimated,

Internal

Technical

what when?

materials

planned

and

objects

are

& actual

external

and

req uired?

costs,

Customer

Service data

Responsibility

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

Revenues
Costs

Company

xy

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).
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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.

© SAP AG

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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

© SAP AG

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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.

© SAP AG

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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...

© SAP AG

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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

Time
Current date

Basic start date

Basic end date

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

FFSS relationship

Production

Eng./design
SSSS rreellaattiioonnsshhiipp

FFFF rreellaattiioonnsshhiipp

SSFF 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) Optimal

• Available capacity

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.

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Display Formats

Capacity evaluation

Diagrams
Available capacity

Standard overview
and detailed capacity
list expressions

Capacity requirements

Planning board (tabular)

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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4-24

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
xyz

Invoice

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

© SAP AG

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4-29

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
check
May

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.

© SAP AG

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Non-Stock Material: Procedure

Component
assignment
Purchase
requisition
Purchase order
Order
release
Goods receipt
Company
xyz

Invoice

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.

© SAP AG

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Material through Internet Catalog (e-Procurement)

Direct catalog access
Catalog Access through EBP

SAP AG 2002

© SAP AG

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Direct Catalog Access (OCI)

R/3
Order 4711
Item 10
Item 20

External catalog
To catalog

1

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

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.

© SAP AG

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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.

© SAP AG

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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.

© SAP AG

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Material Availability Check

Availability requirements
for orders
Checking
group

Checking
rule

Scope of check:

 Material availability list
 Order system status
 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.

© SAP AG

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Service Order

Creation of
service order

Advance sshhiippm
meenntt

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).

© SAP AG

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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

Outbound delivery

Consignment
fill-up

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.

© SAP AG

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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

© SAP AG

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4-40

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.

© SAP AG

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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
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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

PPuubblliicc::
G
GPPR
RSS
U
UM
MTTSS

Telecom
Provider

WML
binary

WA
AP
P
W
Gaatteew
waayy
G

Wireless network

WML

HTML

ITS

ITS

RFC

LLooccaall::
W
WLLA
AN
N

Acccceessss
A
ppooiinntt

Web
App.
Web App.
Gate
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



Runs on almost any PDA

 My Service
Objects
 My Orders
 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

Wireless Gateway

Web Server

Web
Application
Server

Mobile
Client

Web Server

Device recognition
System templates

Middleware
BAPI wrapper

Applications
Role information
Single sign-on

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




Quotations or billing
Sales document types, warranty check, error in
material determination

Characteristics

Sources

 Which fields are relevant?
 Summarization based on
characteristics
 Presentation on overview screen
 How are dynamic items determined?



Selection criteria

Material determination




Selection
Selection criteria

For which characteristic values are
items created?

How are material numbers determined?
Copy quantity/costs


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.
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DIP Profile II
Profile
Profile
Usage




Quotations or billing
Sales document types, warranty check, error in
material determination

Characteristics

Sources

 Which fields are relevant?
 Summarization based on
characteristics
 Presentation on overview screen
 How are dynamic items determined?


Selection criteria

Material determination




Selection
Selection criteria

For which characteristic values are
items created?

How are material numbers determined?
Copy quantity/costs


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

© SAP AG

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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

Settlement profile

Order type
Assignment
to

• Settlement - yes / no
• Allowed recipients
• Account assignment proposa l
• 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 to different 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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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:

© SAP AG

Order type:

SM02

Planning plant:

1200

Business area:

8000
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Main work center:

PC-SERVS / Plant 1200

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

1-2

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

1-3

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

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

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

1-1

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

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


Header status changes should be recorded for each document.



Collective purchase requisitions are generated from an order.



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



Change documents are written.



The purchase order price cannot be changed in purchase requisitions.

1-1-12 Goods movements
All goods movements for your order type should be documented (except goods receipt
for refurbishment).
1-1-13 Availability check
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The same checking control should apply to the availability check as for plant 1200 /
order type SM02 (for order created and released).
1-1-14 Priorities
Your order type should be assigned to priority type SM.
1-1-15 Partner determination procedure
Assign your partner determination procedure ## to your order type.
The partner function for the customer should be AG, for the responsible employee in
the order header and paging partner X*/Z*. Capacity requirement records should be
generated for the partner function RP.
1-1-16 Scheduling
Copy the scheduling parameters for plant 1200 / order type SM02 to your order type.
1-1-17 Completion confirmations
Copy the control parameters for completion confirmations for plant 1200 / order type
SM02 to your order type. Do not make any changes.
1-1-18 Control key
Create a new control key Z## by copying control key SM01. When scheduling, do not
consider operations with the new control key. These operations should not create
capacity requirements.
The control key SM01 should be the default control key for your order type.
1-1-19 Create Order
Test your order type by creating an order of this order type.
Enter serial number 1 and material T-FSN##.
Enter your work center TECH## as the main work center.
Enter tomorrow at 8 a.m. as the basic start and tomorrow at 5 p.m. as the basic end.
Enter your work center TECH## as the performing work center for the first operation.
Enter a planned working time of 8 hours for the first operation.
Save the order.
Your order number:

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

1-1

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

1-2

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

1-3

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

1-4

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

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

1-5

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

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

External companies should execute certain work.

1-1

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

1 PU (Activity unit)

Price:

500 EUR

Vendor:

1000

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

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

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

1-1

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


Cable with shock-proof plug.



Hard drive

In addition, add the following non-stock item:


Material R-1133, quantity 1, item category N

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

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

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1-2

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

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

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

1-1

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

1-2

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

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

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

1-1

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

1-2

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

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1-3

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

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

1-1

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

© SAP AG

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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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Solutions
Unit: Field Service Planning
Topic: Order Processing

1-1

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

Values

Notification short text

Server breakdown

Sold-to party

T-CSD##

Equipment

T-CSE1##

Priority

High

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

Values

Work durtn.

4 hours

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

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1-2

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

Values

Profile

CS0001

Save

Field name or data type

Values

Order

Your order number

Enter
Field name or data type

Values

Act. work

3 hours

Operation (second line)

10

Enter
Actual work (second line)

1 hour

Service type (second line)

1413

Material

R-1120

Quantity

1

Plant

1200

Storage location

0001

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

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1-3

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

Values

Service order

Your order number

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

Values

Billing block

Delete

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

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Unit: Field Service Planning
Topic: Order Types

1-1

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

Values

Order type

Z##

Screen RefObject

O130 (serial number +
material number + device ID)

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

Values

Service

Set the indicator for your order
type

Credit limit ch.

1

Credit group

01

DIP Profile

00000001

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

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

Values

Plnt

1200

Type

Your order type

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

Values

Order type

Your order type

MeasUnit ExternOper.

H

Incl. once comp.

Select

Oper. sorting

Select

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

Values

Settlement rule time (for your
order type)

Mandatory for completion

Distrib. rule sub-order

Superior order is settlement
receiver

Save
1-1-7 Reference time
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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
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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

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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
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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##

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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

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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
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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

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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

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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.

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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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4-112

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:
 Repair process
 Settings in Customizing

SAP AG 1999

© SAP AG

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5-1

Returns and Repairs Processing: Unit Objectives

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

SAP AG 1999

© SAP AG

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5-2

Course Overview Diagram

Course Overview

FFiieelldd S
Seerrvviiccee P
Pllaannnniinngg

O
Orrggaanniizzaattiioonnaall
E
Elleem
meennttss aanndd
Master Data

Returns aanndd Repairs
P
Prroocceessssiinngg

H
Heellppddeesskk

Additional FFuunnccttiioonnss

SAP AG 1999

© SAP AG

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5-3

Returns and Repairs Processing:
Business Scenario

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

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

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

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

SAP AG 2003

© SAP AG

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Repair Process: Objectives

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

SAP AG 2001

© SAP AG

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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

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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.

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Supported Scenarios

With / without
 Service notification
 Service product / service material


Description of service



Pricing

 Serial numbers


Stock tracking for single units

 Loan equipment processing


Shipment and pickup of loan equipment

 Inspection lot


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

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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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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

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Settings in Customizing: Topic Objectives

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

SAP AG 1999

© SAP AG

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5-11

Sales Document Type - Details

 Identification:


F: Repair order without service product



G: Repair order with service product

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

SAP AG 2001

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

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

© SAP AG

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Item Category - Details

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

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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Repair Procedure
Procedure

Description

0001
0002

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

0003

Scrap with exchange

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

Description
Repair
Repair
Repair
Repair
Repair
Repair
Repair
Comp.
Comp.
Comp.
Comp.

registn.
registn.
start
start
start
start
start
Conf.
Conf.
Conf.
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

01
02
03







04
03




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:
 An operation which the system proposes automatically if repairs processing starts at a certain time
("Default" indicator).
 An operation that is generated automatically based on the repair indicator, which confirms the usage
decisions or service orders to the repair order.
 An operation that requires manual processing.

© SAP AG

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Item Category Assignment

Sales document
Material master
(sales org. 2)
Program

SSaaTTyy

Itteem
m ccaatteeggoorryy ggrroouupp

U
Ussaaggee
Item category of
hhigghheerr--leevveell item
Item categories




R

System default
Alternatives

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.

© SAP AG

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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

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

SAP AG 1999

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

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5-25

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##
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5-27

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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5-29

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
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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.

© SAP AG

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Additional Functions

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

SAP AG 1999

© SAP AG

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6-1

Additional Functions: Unit Objectives

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

SAP AG 1999

© SAP AG

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6-2

Course Overview Diagram

Course Overview

FFiieelldd S
Seerrvviiccee P
Pllaannnniinngg

O
Orrggaanniizzaattiioonnaall
E
Elleem
meennttss aanndd
Master Data

R
Reettuurrnnss aanndd Repairs
P
Prroocceessssiinngg

H
Heellppddeesskk

Additional FFuunnccttiioonnss

SAP AG 1999

© SAP AG

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6-3

Additional Functions: Business Scenario

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

SAP AG 1999

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Creation of Quotations: Topic Objectives

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

SAP AG 1999

© SAP AG

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6-5

Creating a Quotation from a Service Order
1
Create service
order

Service
order

Status
"Quotation
created"

2

Available
Create for service
order

Available

Contents:
• Service product or
• Planning result

Status
"Quotation
accepted"

3

Available
Accept

4

Billing
document
with reference to
service order
create

Billing
document

• 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

3
Confirm and
settle service
order

4 Create

billing
document with
reference to
sales 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:
 Generate a service order from a sales order item
 Make the necessary settings

SAP AG 1999

© SAP AG

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6-8

Generating a Service Order from a Sales Order

Sales order
1. Technical object

2. Installed base

Operations
from general
task list

AU T O M AT I C AL L Y

Service order

SAP AG 1999



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

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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:
 Only those operations, for which the selection condition has been satisfied, are copied into the service
order.
 The operation data is changed according to the characteristic valuation using an activity or
procedure. The operation fields whose content can be changed using the configuration are located in
the structure PLPO_CFMOD.
 You can influence the component selection through object dependencies that are assigned to a BOM
item. The prerequisite is that the material number from the header for the bill of material is entered in the
header for the general task list.

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Status Management: Topic Objectives

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

SAP AG 1999

© SAP AG

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6-11

Status Management

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


Internal system status



Cannot be influenced directly by the user



Set number of predefined statuses



Fixed sequence of status assignment

 User status


Freely definable, unlimited number



Can be set directly by the user



Link using status profile

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:
 Your own user status
 The possible sequence for processing the user statuses
 An initial status
 Which user status is activated automatically when a business operation is performed
 Which operations are allowed or prohibited when a certain status is active

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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.

© SAP AG

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Workflow: Topic Objectives

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

SAP AG 1999

© SAP AG

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Workflow Terms


Object type = Description of data used in system



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



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



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



Event = Change of status for an object

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

© SAP AG

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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:
 Inform the responsible person that a new service notification has been created or put in process, and
that tasks must be defined for the notification.
 Inform the responsible person that tasks have been created for the service notification and these must
be processed.
 Inform the responsible person that all the tasks for the service notification have been performed and
the service notification must either be completed or additional tasks defined for the notification.
 Technical implementation: Task group TG20000016, business object BUS2080 (notification),
standard tasks TS20000549 (process new notification), TS20000548 (notification is processed),
TS20000555 (complete notification), workflow template WS20000318, standard role AC00000178
(standard role for service notifications).

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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:
 See in their inbox the progress of the orders they created
 Branch to the corresponding orders
 When the order creator processes the work item, the change transaction is called up automatically for the
order. The work item is finished when the order enters the next processing phase.
 Technical implementation: Object type BUS2007 (maintenance/service order), standard tasks
TS20000004 (order created), TS20000005 (order released), TS20000006 (order finally confirmed),
TS20000007 (order technically completed), TS20000031 (order completed for business), workflow
template WS20000031.

© SAP AG

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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.

© SAP AG

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Informing the Work Centers Involved
Triggering event:

Order is
released

Inbox:
Send work item

To do:
• Confirm operation

Employee from
operation work center

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.

© SAP AG

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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:
 The requirements quantity of an external material or external service has been changed
 The requirements date for an external material or external service has been changed
 An external material item or external service operation has been deleted
 An external service operation has been changed in an internally processed operation
 The order has been technically completed, that is, the external material or external service is no
longer required
 Purchase orders have already been created
 The employee informed can check the purchase requisitions and purchase orders in question. He or she
can also change the purchase orders manually or create new purchase orders.
 Technical implementation: Object types BUS2088 (service order), T024 (purchasing group), standard
task TS20000652 (purchase order change for service order), standard role 00900010 (purchasing
group).

© SAP AG

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Additional Functions: Unit Summary

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

SAP AG 2003

© SAP AG

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

1-1

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

© SAP AG

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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?

© SAP AG

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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

© SAP AG

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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

Enter the characteristic valuation.
© SAP AG

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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.

© SAP AG

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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.

© SAP AG

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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.

© SAP AG

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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
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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

© SAP AG

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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
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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

© SAP AG

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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

© SAP AG

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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
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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
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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

© SAP AG

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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:

© SAP AG

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6-41

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

Values

Controlling area

1000

Order

Your service order number

Settlement period

Current month

Test run

Delete indicator

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

Values

Document

Your sales order number

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

Values

Order

Your order number

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

© SAP AG

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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

© SAP AG

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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

© SAP AG

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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

© SAP AG

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Appendix

Contents:
z Customizing paths
z Enhancements or customer exits

SAP AG 1999

© SAP AG

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7-1

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

SAP Reference IMG button

Service Notifications
Field name or data type

Path

Action box

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

User status

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

Order type

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

Screen templates

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

Print control

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

Field selection

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

© SAP AG

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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

© SAP AG

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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

© SAP AG

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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 →

© SAP AG

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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

© SAP AG

PLM335

7-6

Goods movements

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

Plant assignment

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

Customer repair orders
Field name or data type

Path

Item categories

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

Repair procedures

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

Sales document types

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

© SAP AG

PLM335

7-7

Enhancements
Partners
ICSV0008

Verification of additional partner types

Service Notifications
ICSV0001

Display of geographical location data

ICSV0002

Automatic task determination for service notifications

ICSV0003

Partner selection

ICSV0004

Check reference object and display object information

IWOC0001

Create PM/CS notification: Determination of reference object

IWOC0002

PM/CS notification: Check eligibility of status change

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

PLM335

7-8

QQMA0030 Check if a status change is authorized
ICRP0201

Search Help CS_ORG_02: Authorization Check

ICRP0202

Search Help CS_ORG_02: Internally-Programmed Selection

ICRP0203

Search Help CS_ORG_02: Propose Task

Service Orders
IWO10001

Create sub-order

IWO10002

PM order: Customer check for order release

IWO10004

PM order: Customer check for order completion

IWO10005

PM order: Customer-specific determination of profit center

IWO10006

PM order: Exclude function codes using customer enhancement

IWO10007

PM order: Customer enhancement for permits in order

IWO10009

PM order: Customer check for “Save”

IWO10010

PM order: Customer enhancement to determine WBS element

IWO10011

PM order: Customer enhancement for component selection

IWO10012

PM order: Priority handling at central header

IWO10015

PM order: F4 Help for user fields in operation

IWO10016

PM order: Customer enhancement to check operation user fields

IWO10017

Determine external order numbers using customer logic

IWO10018

PM order: User fields in order header

IWO10020

PM order: Automatic inclusion of task list

IWO10021

Automatic task list transfer when generating order from notification

IWO10022

Determine calendar from user exit

IWO10023

Service order: Change header data for advance shipment document

IWO10024

Service order: Changes to item for advance shipment

IWO10025

PM/CS order: Find responsible cost center

IWO10026

User check when setting status “Do not perform”

IWO10027

Generate user exit for user-defined settlement rule

IWO10029

Include bill of material in PM/CS order

IWO10030

Preset Fields for Event Object

IWO10031

Hide personnel number in PM/SM order

IWO10033

Customer-specific authorization check for maintenance or service order

IWO10034

Operation status based on the status of the capacity requirements

IWO20001

PM order: User exit for task list transfer in order

IWOC0003

PM/CS authorization check of reference object and planner group

© SAP AG

PLM335

7-9

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

© SAP AG

User exits for PM/CS IDocs

PLM335

7-10

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