LO110 Customer Service LO110
Release 640 04/06/2006
LO110 Customer Service
LO110 Customer Service © SAP AG 2001
R/3 System Release 4.6C June 2001 Material number 50045202
Copyright
Copyright 2004 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.
© SAP AG 2004
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP
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Customer Service (CS) Level 2
LO805 3 days Structuring and Managing Technical Objects LO810 3 days Preventive Maintenance and Service
LO110
5 days
Customer Service
LO830
3 days
Service Contracts LO835
5 days
Service Processing CR210
3 days
Mobile Service
LO836 2 days Service Processing: Controlling Functions LO840 2 days Customer Interaction Center
© SAP AG 1999
Level 3
Prerequisites
Required: z SAP01 (mySAP.com Overview) or z SAP20 (mySAP.com Application Fundamentals) Recommended: z SAPPLM (mySAP PLM Overview) z Basic knowledge and experience of the business processes in Service
© SAP AG 2003
Target Group
z Audience
Project team leaders
Members of the project team in charge of modeling the business processes in Customer Service
Decision makers responsible for selecting an EDP-supported service system
z Duration: 5 days
© SAP AG 1999
Course Overview
Contents: z Course goals z Course objectives z Course content z Course overview diagram z Main business scenario
© SAP AG 1999
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Course Goals
This course will prepare you to: z Obtain an overview of the CS component z Identify the most important business processes in
Service z Understand the integration with other R/3
components z Answer questions about system installation
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Course Objectives
At the conclusion of this course, you will be able to: z Use the R/3 transactions for Customer Service z Describe how processes are represented and
supported in the R/3 System z List the evaluation options
© SAP AG 1999
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Course Content
Preface Unit 1
Course Overview
Unit 7
Returns and Repairs
Unit 2
Navigation
Unit 8
Service Contracts
Unit 3
CS - Overview
Unit 9
Planned Customer Service
Unit 4
Technical Objects
Unit 10
Evaluations
Unit 5
Helpdesk
Unit 11
Conclusion
Unit 6
Field Service Planning
Appendix
© SAP AG 1999
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
© SAP AG 1999
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Main Business Scenario
z The company IDES produces EDP equipment and
provides services for it. z Services are also provided for equipment produced
by other manufacturers. z The company knows the equipment installed at the
customer site. z The services are provided on site at the customer
and in an internal service center. z Some of the services are performed by external
companies. z Long-term contracts covering particular services
are concluded with the customer.
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Navigation
Contents: z Navigation in the system z User-specific settings z Navigation in the mySAP Workplace
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Navigation: Unit Objectives
At the conclusion of this unit, you will be able to: z Identify the elements of a typical window z Navigate in the system z Personalize your user settings z Describe and use the mySAP.com Workplace
© SAP AG 1999
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Course Overview
Navigation
1
Product Replication
5
Document Management
2
Classification
6
PLM Interface
3
Variant Configuration
7
Material Master / Bill of Material / EWB / Portal
4
Change Management
8
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Navigation: Business Scenario
z New users need to familiarize themselves with the screens in the system and define their personal default settings
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Logging On to the System User System
Help
SAP R/3 New Password
Client
If you have problems logging on, contact Donna Moore, x486
User Password
Language
You can place your own text on the initial screen: See SAP Note 205487
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SAP R/3 Systems are client systems. The client concept enables the parallel operation, in one system, of several enterprises that are independent of each other in business terms. The components SAP Business Information Warehouse (BW) and SAP Knowledge Warehouse (KW) are exceptions to this: in these cases only one client is used. During each user session you can only access the data of the client selected during logon. A client is, in organizational terms, an independent unit in the system. Each client has its own data environment and therefore its own master data and transaction data, assigned user master records and charts of accounts, and specific Customizing parameters. For a user to log on to the system, a master record must exist in the system for that user. To protect access, a password is required for logon. The password is hidden as you type (you only see asterisks). SAP R/3 Systems are available in several languages. Use the Language input field to select the logon language for each session. Multiple logons are always logged in the system beginning with SAP R/3 4.6. This is for security as well as licensing reasons. A warning message appears if the same user attempts to log on twice or more. This message offers three options: y Continue with current logon and end any other logons of the same user in the system y Continue with current logon without ending any other logons in the system (logged in system) y Terminate current logon attempt You can place your own text on the initial screen in a number of ways. For more information, see the SAP Note mentioned above. The GuiXT (covered at the end of this chapter) offers a further option.
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SAP Easy Access - Standard Menu Edit Favorites Extras System
Help
SAP Easy Access Other Menu
Create Role
Assign User
Documentation
Favorites SAP Menu Office Logistics Accounting Human Resources Information Systems Tools
You are greeted by your logo in the right-hand part of the window.
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SAP Easy Access is the standard entry screen displayed after logon. You navigate through the system using a compact tree structure.
You can include an image on the right-hand side of the screen such as your company logo. This image can only be entered systemwide, and is a cross-client setting. Assuming you have the appropriate authorization, you can find a detailed description of the necessary settings by choosing Extras → Administration Information. Note that this image is stored in the system and transported to the SAP Frontend every time it is called by SAP Easy Access. Although this transfer is compressed, the image for the initial screen should not be bigger than around 20 kB. You can prevent this image being called either by using the setting Low Speed Connection in the SAPLogon program (see SAP Note 161053), or by switching off the calling of the image under Extras→Settings. See also User-Specific Personalization.
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Role-Based User Menu Menu Edit Favorites Extras System
Help
SAP Easy Access - Enjoy User Menu Other Menu
Create Role
Favorites Great Transactions SM50 - Prcoess Overview VA01 - Create Sales Order Interesting WWW Pages URL - The Herald Tribune URL - Time Magazine Important Files URL - Vacation Planning Enjoy User Menu URL - SAP Notes (User / PW req.) Accounts Receivable FD02 - Change Customer (Accountin Materials Management Sales and Dsitribution Tools
Assign User
Documentation
Favorites chosen by the user reduce navigation time
A role-based menu contains the activities that the user can execute based on the role assigned to the user in the system. T70 (1) (400)
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A Role describes a set of logically linked transactions in the system. These represent the range of functions users typically need for their work.
User roles (previously “activity groups”) have to be set up using the Profile Generator so that SAP R/3 System users can work with user-specific or position-related menus.
The authorizations for the activities listed in the menus are also assigned to the users using user roles. With Release 4.6, predefined user roles from all application areas are included in the standard system.
Users who have been assigned a user role can choose between the user menu and the SAP standard menu.
The above screen shows the role-based user menu for a user with the name "Enjoy". You can find roles that are supplied in the standard SAP R/3 System by choosing Other menu on the SAP Easy Access initial screen. Every enduser can personalize the initial screen using Favorites. You can create your own Favorites list containing the transactions, reports, files, and Web addresses that you use most often.
You can add favorites either by choosing Favorites or by using the mouse to “drag & drop” items into the Favorites directory.
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Screen Elements Command Field Menu Edit Favorites Extras System
Standard Toolbar
Help
System Function Name: Activity Choose
Save
Application Toolbar
Input field
Tick Selection 1 Selection 2 Selection 3 Selection 4
Checkboxes Radio Buttons Pushbuttons
Options Option 1 Option 2 Option 3
This screen is made up of various screen elements. It does not match an actual screen in the system. Overview
Option 4 Option 5
Positive Display
Edit
Neutral
Tab Page System Message
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Status Bar
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Command field: You can use the command field to go to applications directly by entering the transaction code. You can find the transaction code either in the SAP Easy Access menu tree (see the page User-Specific Personalization) or in the appropriate application by choosing System→ Status. Standard toolbar: The icons in the standard toolbar are available on all SAP R/3 screens. Any icons that you cannot use on a particular screen are dimmed. If you leave the cursor on an icon for a moment, a QuickInfo appears with the name (or function) of that icon. You will also see the corresponding function key. The application toolbar shows you which functions are available in the current application. Checkboxes: Checkboxes allow you to select several options simultaneously within a group. Radio buttons: Radio buttons allow you to select one option only. Tabs: Tabs provide a clearer overview of several information screens. Status bar: The status bar displays information on the current system status, for example, warnings or error messages. Other elements are: Menu bar: The menus shown here depend on which application you are working in. These menus contain cascading menu options. Title bar: The title bar displays your current position and activity in the system.
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Selecting Functions ... using the transaction code in the command field Menu
Edit
Favorites
Extras
System
Help
Create session End session User profile SAP Easy Access - Enjoy User Menu Services Utilities List Favorites Services for object Enjoy User Menu Object history URL - SAP Notes (User / PW req.) Own spool requests Accounts Receivable Own Jobs FD02 -Change Customer (Account Short Message Materials Management Status... Sales and Distribution Log off
Tools
... using the menu path ... using SAP Easy Access and Favorites © SAP AG 1999
You can select system functions in the following ways: y Use the mouse to choose: Menu options, Favorites, and SAP Easy Access options y Use the keyboard (ALT + the underlined letter of the relevant menu option) y Enter a transaction code in the command field: A transaction code is assigned to each function in SAP R/3 Systems. You can access the assigned transaction code from any screen in the system. For example, to display customer master data, enter /n and the appropriate transaction code (in this case /nfd03). You can find the transaction code for the function you are working in under the Status option of the System menu. Other possible entries: - /n ends the current transaction. - /i ends the current session. - /osm04 creates a new session and goes to the transaction specified (SM04). You can also use the keyboard to go to the command field. Use the CTRL + TAB key combination to move the cursor from one (input) field group to the next. Use TAB to move between fields within a group. By entering search_sap_menu in the command field, you can search for and display the menu path for an SAP transaction. You can also search for text strings.
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Field Help: F1 and F4 Customer
Edit Goto Extras Environment System
Help
Display Customer: Customer: Initial Screen
F1 Help: Displays the Meaning of Fields and Technical Information
Customer
Customer account number
Company Code
A unique key is used to clearly identify the customer within the SAP System. Procedure When creating a customer master record, the user either enters the account number of the customer or has the system determine the number when the record is saved, depending on the type of number assignment used. The account group determines how numbers are
Restrictions
assigned. Customer
1000
Entries Found
Company Code Company Name City Currency
Restrictions
F4 Help: Displays Possible Entries Co...
Company Name City SAP A.G.
Restrict Number to
IDES AG 1000
Cur...
Walldorf EUR Frankfurt UNI
IDES Canada
Toronto CAD
IDES AG
Frankfurt UNI
© SAP AG 1999
For help on fields, menus, functions, and messages, use F1. F1 help also provides technical information on the relevant field. This includes, for example, the parameter ID, which you can use to assign values for your user to input fields , which have to refer to these parameter IDs. For information on what values you can enter, use F4. You can also access F4 help for a selected field using the button immediately to the right of that field. If input fields are marked with a small icon with a checkmark, then you can only continue in that application by entering a permitted value. You can mark many fields in an application as either required entry fields or optional entry fields. You can also hide fields and preassign values using transaction or screen variants or Customizing.
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Menus: System and Help Menu
Edit
Favorites
SAP Easy Access Other Menu
Favorites SAP Menu Office Logistics Accounting Personnel Information Systems Tools
Extras
System
Help
Create Session End Session User profile Rolle anlegen Services Utilities List Services for object Object history Own spool requests Own jobs Short message Status... Log off
Application help SAP Library Glossary Benutzer zuordnen Notes Release SAPNet Feedback Settings...
Documentation
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The System menu contains, among others, the following options: y Create/End Session: Allows you to create and end sessions. The maximum number of sessions can be set to a number between 2 and 6 by the system administrator using the parameter rdisp/max_alt_modes. y User profile: This is where you can enter user-specific settings. For example, you can use Parameter IDs in Own Data, in order to set default values for specific user-dependent fields in the system (for example the company code field). y List: Contains important list functions, such as searching for character strings, saving in PC files, printing, and so on. y Status: Enables you to display important user and system data. y Log off: Ends the R/3 session with a confirmation prompt. The Help menu contains, among others, the following options: y Context-sensitive Application Help y Access to the SAP Library (see previous page) y a Glossary y ...
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SAP Library SAP Library - SAP Library
Contents
Index
Search
SAPLibrary
SAP Library Release 4.6C, March 2000
IDES Getting Started
You can access the complete online documentation for the system using the SAP Library
Release Notes Implementation Guide Glossary © Copyright 2000 SAP AG All rights reserved.
© SAP AG 1999
SAP R/3 Systems provide comprehensive online help. You can display the help from any screen in the system. You can always request help using the Help menu or using the relevant icon (the yellow question mark). You can access the SAP Library quickly and comfortably by using the SAP Service Marketplace. There you can find the SAP Help Portal under Knowledge and Training, where you can not only access Help in HTML format, but can also perform efficient full-text searches in the SAP Library. If you have the SAP Library installed, you also have, of course, these opportunities within your company. You can access the Help Portal directly at http://help.sap.com
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User-Specific Personalization Menu
Edit
Favorites
SAP Easy Access Other Menu
Favorites SAP Menu Office Logistics Accounting Human Resources Information Systems Tools
Exrtas
System
Help
Administration Information Ctrl+Shift+ F8 Assign user Options ... Display Documentation Shift+ F6 Generate Graphic Rolle anlegen zuordnen Dokumentation Ctrl+Shift+Benutzer F10 Technical Details Create Shortcut ... Shift+ F9 Settings Activate GuiXT Set Start Transaction Shift+ F7 Default Size Hardcopy Quick Cut and Paste About...
Settings This is used to specify settings Display favorites at end of list Do not display menu, only display favorites Do not display picture Display technical names
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The end user has many possibilities for personalizing the system. Some are described below: y You can alter the layout of your initial screen under Extras → Settings, for example by switching off the image in the right-hand part of the window or by turning on the option to display the technical names (transaction codes) in the SAP Easy Access Menu. y Among other things, you can activate a quick cut and paste in the Options menu. Using Options you can change the reaction speed of the QuickInfo that is displayed when you hold your mouse cursor over an icon or a push button. y By following the path System→ User profile→ Own data, you can set personal standard values. You can choose the tabs Address, Defaults, and Parameters. As an example, the setting of Parameters is explained here: - Parameters: Here you can set defaults for frequently used input fields. In order to be able set a default value for a field, it must have been assigned a Parameter ID. Procedure for finding the Parameter ID: Go to the field for which you wish to set a default value. Select the F1 help, and then choose Technical Info. The system displays an information window that contains the relevant parameter ID under the heading Field Data (as long as the field has been assigned a Parameter ID).
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Personalizing the Frontend with GuiXT
FD03 without GuiXT
FD03 with GuiXT
Example from http://www.guixt.com © SAP AG 1999
SAP R/3 Systems offer numerous options for settings and adjustments: y Define default values for input fields y Hide screen elements y Deactivate screen elements (dimmed) You can do this by, for example, defining transaction variants. SAP offers GuiXT, as of SAP R/3 Release 4.6. In addition to all of the above functions, you can now: y Include graphics y Convert fields and add pushbuttons and text y Change input fields (or their F4 help results) into radio buttons GuiXT scripts are stored on the Frontend. In accordance with local scripts (which can also be stored centrally), the GUIXT scripts determine how data sent from the application server is displayed. These scripts can be standard throughout a company, or they can be different for each Frontend. NOTE: The GuiXT will support the mySAP.com Workplace only as of the end of the year 2000. This means that until then you should use either the SAP GUI for the Windows Environment and the GuiXT or the mySAP.com Workplace with the SAP GUI for HTML (or the SAP GUI for Java or the SAP GUI for Windows).
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Elements of the Workplace
In Use
mySAP.com-Marktplatz Aktualisieren Anpassen Log off from the Workplace Willkommen Willi Workplace Expand/Collapse LaunchPad
Getting Started
Info
Web Search
Start Page Search
Workplace Favorites Roles Demonstration Role
LaunchPad
in
Start Search
WorkSpace (MiniApps, Transactions, & Web Pages)
Drag&Relate © SAP AG 1999
The graphic above shows Release 2.11 of the mySAP.com Workplace. You call the mySAP.com Workplace by entering the relevant URL (Internet address) in a Web Browser. Usually this is done by clicking a link (instead of being entered manually). The syntax for the URL of the Workplace is typically
://[:]/scripts/wgate/sapwp/!, for example: https://workplace.wdf.sap-ag.de:1042/scripts/wgate/sapwp/!
The ! is an essential part of the call. The browser window of the mySAP.com Workplace consists of three areas: y When working with the mySAP.com Workplace, the roles containing the entries relevant to your job appear in the LaunchPad. You can also add your own entries (Favorites) to the LaunchPad. y When you log on to the mySAP.com Workplace, the list of MiniApps (for example: the StockTicker, news, overview lists, or reports) that are assigned to your role appears in the WorkSpace on the righthand side, as well as MiniApps that you have added yourself. If you start a particular transaction in the LaunchPad (for example, the transaction for booking invoices), this application is executed in the WorkSpace on the right-hand side. Session handling in the Workplace allows you to hold several applications at the same time in channels. The individual channels are displayed as icons in the In Use folder. By clicking on the entries, you can switch between the different applications. Using Drag&Relate you can link objects from one application with another with a simple mouse click and execute them from there. (C) SAP AG
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Active Applications (In Use) mySAP.com Marketplace
Update
Personalize
Getting Started
Info
Welcome Julie Armstrong In Use
Web Search
Start Page
PersonalizeSearch
Workplace Favorites Roles Demonstration Role
Workplace Favorites
Start Page
Start Search
General
Optionen
Change Role Sequence
Allow More Than One Application in the Area “In Use“ (Requires Restart of the Workplace)
Initial Screen (MiniApps)
in
Test
Close Applications Without Confirmation Display Dialog for Drag&Relate
Standardsprache der Komponentensysteme
Activate Session Handling
Language (for all Systems)
Logonlanguage
Client QW2/050
Logon language
OK
Cancel
© SAP AG 1999
The In Use area: You can manage multiple windows (Workplace Views) oin this folder in the LaunchPad. You can switch from one Workspace View to another without affecting the applications that you are running. To be able to operate multiple Channels at the same time, you must change your personal settings for the Workplace. Choose Personalize, and then the General tab. In the Options sections, check the option Allow More Than One Application in the Area “In Use”. After this is activated, multiple parallel channels are available. In the example above, only the Start Page (“Home”) is shown in use, with an illustration of its assigned MiniApps.
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Workplace Favorites mySAP.com Marketplace
Update
Personalize
Getting Started
Info
Welcome Julie Armstrong In Use
Web Search
Start Page Search
Workplace Favorites Roles Demonstration Role
Start Search
in
Add Favorites using Drag&Drop or Personalize Workplace Favorites
Start Page
General Attributes
Workplace Favorites Favorite Transactions WWW Addresses Time Magazine International Herald Tribune
Apply
Available in Roles
Web Address http://help.sap.com Name
Online Documentation
New Web Address Test
New Folder
Display in a separate browser window
Test Web Pages and Add them to the Favorites List Delete OK
Cancel
© SAP AG 1999
You can personalize the LaunchPad using Favorites. By choosing Personalize (or by choosing the Personalize icon), you open a new window. You can create and (re)name your own folders in the left-hand part of the tab page Favorites, as well as moving them and changing their grouping. You can enter Web addresses (URLs) in the right-hand part. These are then available in the Favorites folder in the LaunchPad. You should test your favorites by choosing the Test button before you add them to your favorites list. A favorite that requires a complete browser window is not suitable for displaying in the WorkSpace of the mySAP.com Workplace.
You can see the entries in your LaunchPad that were assigned to you by your system administrator on the second tab page, Available in Roles. This contains, for example, transactions. If you use a transaction frequently, you can define this as a favorite. To do so, click the relevant transaction and choose Add.
You can also add to and edit your favorites directly form the LauchPad. Using Drag&Drop, you can add frequently used transactions to the Favorites folder.
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Personalizing MiniApps mySAP.com Marketplace
Update
Personalize
Getting Started
Info
Welcome Julie Armstrong In Use
Web Search
Start Page Search
Workplace Favorites Roles Demonstration Role
Workplace Favorites
Start Page
General
Displayed in Work Area List View
Attributes
Layout Preview
ZCALCULATOR
Start Search
in
Available MiniApps
Web Address http://www.sap.com/MiniApps Apply
Web Search
Name
MiniApp Community
Height
10
New MiniApp
Lines
Minimized
Test
Reuters News
Hide OK
Cancel
© SAP AG 1999
MiniApps are Web applications or documents that are simple and intuitive to operate. After you have started the mySAP.com Workplace, they offer you a quick overview and access to the functions that are most important to you on the initial screen. You are assigned the MiniApps in the Workspace by your system administrator, but you can also add your own MiniApps. By choosing the menu option Personalize (or alternatively by choosing the Personalize icon), you open a new window. You can add your own MiniApps on the right-hand side of the tab page Start Page under New MiniApps. Also enter the Web address (URL), a name for the MiniApp, and the height in lines. Test MiniApps before adding them. You can easily rename and reassign them later. You can change and adjust the format of MiniApps. On the tab page MiniApps, you can change the order in which the MiniApps are displayed on the Workplace or choose your desired display format (minimized or expanded). Take note of the address http://www.sap.com/miniapps. This is the homepage of the MiniApp community. Here, you can find current information about available MiniApps in SAP systems and about Internet services that you can add to those available in your Workplace.
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Workplace: Advantages
User
Enterprise z Low Total Costs
z User-Friendliness
Role-based access Tailored to match your needs Access from anywhere
z Efficiency
No installation expenses at the PC workstation Standardization Uncomplicated maintenance
z Security
“Drag&Relate” Uniform access Log on only once
Central administration Controlled access
z Productivity
z Openness
Standard Internet user interface Components from SAP and other providers Extendable role specifications
© SAP AG 1999
Both the user and the enterprise profit from the advantages of the mySAP.com Workplace.
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Navigation: Unit Objectives
You are now able to: z Navigate in the system z Identify the elements of a standard window z Personalize your user settings
© SAP AG 2003
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Navigation - Exercises Unit:
Navigation
Topic:
Basic Functions
At the conclusion of these exercises, you will be able to: •
Log on to an SAP system
•
Identify transaction codes
•
Access SAP Library information
•
Use the F1 help to find field information
•
Use the F4 help to search for possible field values
As a new SAP system user, start to navigate in the system using menu paths and transaction codes, and use the various types of online help.
All menu paths in the exercises refer to the SAP standard menu. 1-1
Logging on the system Select the corresponding system for this training course. Enter the client, user name, initial password, and the logon language specified by the instructor. When logging on for the first time, a window appears in which you must enter a new password twice. Note the Client: _ _ _ User: _ _ _ _ _ _ _ _ Password: __________ Language: _ _.
1-2
What is the maximum number of parallel sessions (windows of the SAP system) can you open by choosing System Æ Create session? Number: __
1-3
What are the functions called that you access using the following SAP standard menu paths and what are the corresponding transaction codes?
1-3-1 Tools → Administration → Monitor → System Monitoring → User Overview Function name: ___________________________________________ Transaction: _________________________________________________ (C) SAP AG
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1-3-2 Accounting → Financial Accounting → Accounts Receivable→ Master records→ Display
Select Customer 1000 in Company code 1000 to access the following screen.
Function name: ___________________________________________ Transaction: _________________________________________________ 1-4
Help
1-4-1 On the SAP Easy Access initial screen, if you choose Application Help ("Help" menu), you branch to which area of the SAP Library? _________________________________________________________
To answer the question below, you must call the transaction for displaying the customer master record. 1-4-2 Use the F1 help for the Customer field to answer the following question. What do you use the Customer field for? Summarize the business-relevant information here. ______________________________________________________
1-4-3 Use the F1 help for the Company code field. To which business area of the SAP Library does the system branch when you choose the Application Help icon at the top edge of the F1 help window? ______________________________________________________
1-4-4 Which icon at the upper edge of the F1 help window can you use to find the parameter ID for the Company code field? ______________________________________________________
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1-4-5 Use the F4 help for the Customer field to find the number of customer "Becker ##". To do this, call the F4 help and use the search term "Becker*". Hint: ## is your group number. ___________________________________________________
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Unit:
Navigation
Topic:
User-Specific Settings
At the conclusion of these exercises, you will be able to: •
Fill a field with default parameters
•
Make various user-specific settings
•
Maintain your favorites list
•
Define a user-specific start transaction
Start to define various user-specific settings.
Optional exercises are marked with an asterisk (*). 2-1
Define user parameters.
2-1-1 Assign a default value to the Company code field for your user. Hint: Your instructor will specify the Company code value (such as "1000"). You can find a hint on default values in the notes on the "User Settings" page. Parameter: ___ ___ ___ Parameter value: ___ ___ ___ ___ 2-2
Define user-specific settings by choosing System --> User Profile --> Own Data.
2-2-1 Set your Logon Language to the language that you are using in the training course. 2-2-2 Define the Decimal Notation and the Date Format you require.
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2-3
Maintain favorites
2-3-1 Create at least one new folder below the favorites folder. 2-3-2 Add two of your favorite transactions to this folder. 2-3-3 Add the Internet address “http://www.sap.com” below the title “SAP Homepage”. 2-4*
Define a start transaction in the "Extras" menu.
2-4-1 Set a transaction as the start transaction. You must now log off and on again so that the system can update the changes. Hint: You can also reset the start transaction to the standard value simply by deleting your entry.
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Solutions Unit:
Navigation
Topic:
Basic Functions
1-1
Log on to the system indicated by the instructor and change your password.
1-2
To create and end sessions, choose System → Create session (or choose the corresponding icon) and System → End session. Depending on the system setting, up to six sessions can be opened simultaneously during one user terminal session.
1-3
You can find the transaction code under System → Status. These screens and transaction codes correspond to the menu paths:
1-3-1 SM04 for User List 1-3-2 FD03 for Customer Display: General Data 1-4
Help
1-4-1 The Getting Started unit is displayed with information about using SAP Easy Access. 1-4-2 Suggestion: The Customer field is used within an SAP system to identify a customer uniquely. 1-4-3 FI Accounts Receivable and Accounts Payable 1-4-4 Using the Technical Info icon you can find: Parameter ID: BUK 1-4-5 Customer##
(## is your group number)
If you use the F4 help for the Customer field, a dialog box appears in which you can enter various search criteria. The different tabs on the dialog box contain different search criteria. Use the Search term search criteria and enter the following data: Criterion Name
Value
Search term
Becker*
If you perform the search using the Enter key, a list of possible hits is displayed, from which you can select the corresponding value.
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Unit: Navigation Topic: User-Specific Settings
2-1
Define user parameters
2-1-1 To define default values for a field, you need the parameter ID of the field concerned. To find this, you must first select a transaction that contains this field. Position the cursor on the corresponding field (just click on it with the mouse). Choose F1 → Technical Information → Parameter ID to display the information you require. For the Company code field, the parameter is BUK. Now enter this parameter into your user settings (System → User Profile → Own Data) in the Parameter tab and assign it the value that will be valid for the object in future. Then save your data. 2-2
Define user-specific settings
2-2-1 To set the logon language, go to the user profile (System → User Profile → Own Data) and then choose the Defaults tab. Enter the logon language you require in Logon Language. 2-2-2 See 2-2-1 2-3
Maintain favorites
2-3-1 To place favorites in a folder, you must first create a folder (functional areas): Favorites → Insert folder with a name of your choice. You can create as many folders as you like. You can move folders using the mouse to “drag & drop” them. 2-3-2 To create favorites, select specific applications (transactions) in the menu tree of the SAP standard menu that you require as favorites (those applications that you use daily). You can add entries to your favorites list by selecting the application and choosing Favorites → Add. You can subsequently move favorites into folders by choosing Favorites → Move favorites. You can also move favorites using the mouse to “drag & drop” them. 2-3-3 You create Internet addresses by choosing Favorites → Add Web address or file. 2-4 (C) SAP AG
Define a start transaction LO110
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2-4-1 Extras → Set start transaction Enter a transaction and then choose Enter. The system message in the status bar displays that this transaction will be the start transaction the next time you log on. Hint: To reset this action, you must choose the menu path again and delete the transaction code you entered. The next time you log on to the system, the initial SAP Easy Access screen will be displayed again.
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CS - Overview
Contents: z Service - Overview z Organizational elements z Master data
© SAP AG 1999
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CS - Overview: Unit Objectives
At the conclusion of this unit, you will be able to: z Describe the most important business processes in Service z List the organizational elements relevant for Service z List the most important master data z Display master records
© SAP AG 1999
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
© SAP AG 1999
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CS - Overview: Business Scenario
z In Service, various services are provided for the customer. z The service department is part of the overall enterprise organization. z Our company maintains relationships with various internal and external partners.
© SAP AG 1999
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Service - Overview: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the most important business processes in Service z List the basic functions of the R/3 component CS - Customer Service
© SAP AG 1999
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Service - Service Categories
Service provider Internal
External
Internal
Plant maintenance
External service (purchasing)
External
Customer service
Service recipient
© SAP AG 2003
On the one hand, the service categories are distinguished according to whether the service providers are internal or external companies. On the other hand, they can be distinguished according to whether the services are performed for the company itself or for another company. This course deals with Customer Service, that is, our company provides services for the customers.
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Services
z Helpdesk z Assembly of technical objects z Dispatch of spare parts z Repairs by field service technicians z Repairs in the service center z Regular inspection and preventive maintenance
© SAP AG 2003
CS supports the execution of the following services: y Helpdesk: Recording, processing and forwarding of incoming customer requests y Assembly of technical objects on site at the customer y Dispatch of spare parts to the customer y Repair of customer devices by field service technicians on site at the customer y Repair of customer devices in the service center, that is, in house y Regular inspection and preventive maintenance of customer devices in the service center or at the customer site The services can be agreed in a contract or provided without contractual cover. Moreover, you can represent all other types of services, for example, cleaning, consulting and training using CS.
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Service - Process
Customer Technical objects
Outline agreement
Reqmt / request
Quotation
Purchase order
Contact person
Planning
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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CS - Main Functions
Technical Serviceable Items Service Processing Service notifications
Service orders
Sales orders
Billing
Service Agreements Contracts
Maintenance planning
Warranties
Customer Interaction Center
Work scheduling
Solution Database
Information System © SAP AG 2003
Technical serviceable items: Functions are available here for representing the technical systems and equipment installed at the customer site. Service Processing: y Service notifications for entering and processing customer inquiries or problems y Service orders for planning, execution and settlement of work for the customer y Sales orders for the delivery of goods and returns processing y Billing for the creation of invoices Service agreements: y Contracts as long-term agreements with the customer y Warranties for the technical objects sold y Maintenance planning for the execution of repetitive work y Work scheduling for preparing or describing work that occurs frequently Customer interaction center: Integration of telephones to process customer enquiries. Solution database: Finding solutions to problems Information system: Summarized evaluation of data
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Organizational Elements: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the organizational elements from Financial Accounting, Logistics and Human Resources that are relevant for Service
© SAP AG 1999
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Organizational Structure - Materials Management
Company code IDES Ltd
Plant Chicago
Purchasing organization USA
Storage location 1 Storage location 2 Materials Van stock Chicago Peters
Plant Dallas Storage location 1 Service Dallas
© SAP AG 2003
A plant is an organizational element within a company. It is a company storage location, at which goods are manufactured and readied for distribution, and where services are provided. A plant is always assigned to a company code. Valuation of materials can be based on company codes or plants (the company code or plant is the valuation area). A purchasing organization is an organizational unit that procures materials and services for one or more plants or company codes. It also negotiates the purchasing conditions. Storage locations are organizational units that enable you to differentiate material stocks within a plant. These can also be the number of vehicles that belong to field sales representatives.
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Organizational Structure - Sales & Distribution
Sales organization
1 Frankfurt
Distribution channel
2 Retail
2 Berlin
2 Service
1 Wholesale
Division 2 Motorcycles
Sales area
1 2 2
3 Computer
1 2 3
3 Computer
1 5 3
2 Motorcycles
2 1 2
1 Pumps
2 1 1
© SAP AG 2001
A sales organization is responsible for the sales and distribution of goods and services. It can be structured regionally or according to products. Each sales organization is assigned to a company code, in other words, a company. A distribution channel is the path via which goods and services reach the customer. A division represents a grouping of the products to be sold. Each material to be sold is assigned to a division. A sales area is a combination of a sales organization, distribution channel, and division. When the system is configured, the permitted sales areas are defined.
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Organizational Units Executive Board
Organizational units describe the different business units in your company.
Personnel
Service
With the relevant link, several organizational units form an organizational plan.
Settlement
Services
Management Internal service
External service
Examples: z
By functions z By geographical regions z By business processes © SAP AG 1999
Organizational units can be divided generally according to functional or regional aspects or more exactly according to special project groups. This depends on the individual company. Organizational units must be linked together in an organizational structure. The links are used to create the hierarchical structure of a company. Organizational units are linked to cost centers from accounting. Example: The above example shows the organizational unit Service as a superior object to the subordinate objects Management, Internal service and External service.
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Organizational Structure - Service
Plant Dallas Planning plant
Planner group Planner group Internal service External service
Work center Service technician
Employee Hurst
Employee Charlton
Work center PC repairs
Employee Peters
© SAP AG 2003
The service center and each service branch can be defined as plants. A plant may possess the planning plant characteristic. A planning plant is a plant, in which the services are planned and scheduled. The planning plant need not be the plant that performs the services. Each service order is assigned to exactly one planning plant. However, several performing plants can be involved in a service order. For centralized planning, there is only one planning plant, but several plants perform the services. In decentralized planning, each planning plant is also a performing plant. The planners or stock planners can be combined into planner groups. The groups performing the services are defined as work centers within a plant. The plant represents the location of these work centers. One or more employees (people) can be assigned to each work center.
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Master Data: Topic Objectives
At the conclusion of this topic, you will be able to: z List the most important master data and display master records
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Customer Master
Customer Master Data General data Relevant for sales and financial accounting
Sales area data
Company code data
Relevant for sales
Relevant for financial accounting
Valid for: Sales organization Distribution channel Division
Valid for: Company code
© SAP AG 1999
The customer master is subdivided into general data, sales area and company code data. The general data is relevant for sales and financial accounting. It is defined centrally (client-specific) to avoid data redundancy. It is valid for all organizational units within a client. The sales area data is relevant for sales and is also valid for the sales area (sales organization, distribution channel, division). The company code data is relevant for financial accounting and is also valid for the company code. The customer master comprises all the data, which is required to process orders, deliveries, invoices, and payments.
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Material Master
Basic data
Purchasing
Materials planning
Sales
Stocks in plant / storage location
Work scheduling
Pc
t
A B
Financial accounting
Material master record
Quality management
Storage
Forecast
Warehouse management
Classification
© 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: y Purchasing data for purchase order processing y Inventory management data for postings of goods movements and physical inventory management y Financial accounting data for material valuation y Materials planning data for material requirements planning Since different areas (departments) of a company work with a material, and the areas define different information for a material, the data in a material master record is structured according to the particular area to which it belongs. Each area therefore has its own view of the material master record and is responsible for maintaining this data. The data maintained within one view can be valid for different organizational levels.
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Use of Material Master in Service
z Service material/service product Î
Description of services in order or contract
z Typing and structuring of technical objects
Pc
t
Î
Material serial number
Î
Material as construction type
Î
Material as bill of material item
A B
z Component planning Î
Spare parts - sales order
Î
Components for service order
© 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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Work Centers in Service
Service technician Banks Mechanics workshop
Technician Moore Assembly team Technician Wilson © SAP AG 1999
The people or groups of people that perform the service activities are defined as work centers in the system. They are entered as the main work center in the header data of a service notification or service order. Exactly one performing work center is entered in each internal processing operation for a service order.
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Contents of Work Center Master
Basic data
Scheduling
Costing
Default values
Cost center assignment
Work center master record
Pc
t
Capacities
Links to personnel system
Available capacity
Personnel number
Shift schedule assignment
Position Qualification requirements profile
© 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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Personnel Master
Info type 0001 Org. assignment Info type 0002 Personnel data Info type 0006 Addresses Info type 0017 Travel privileges
Personnel master record
Qualification profile Working times
© SAP AG 2001
Personnel data from the employee master record is saved in logical groups according to content; these are info types. For example, the address of an employee consists of town, street and house number, and these are saved in the "Addresses" info type. You can use info types to describe or define the different features and attributes of an object. The different info types are identified by a name and four-digit key. General information types (for example, 0001 or 0002) are available whether the HR component has been implemented or not. In Service, personnel numbers can be assigned to technical objects and documents in the partner overviews. You can also assign personnel in the work center master record and in the operations for service orders.
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Vendor Master
Euroch eque
General Data Address, Communication Control data Bank details Company Code Data Account management Payment transactions Correspondence Withholding tax
Vendor master record
Purchasing Organization Data Purchasing data Partner functions
© SAP AG 1999
Materials and external services are purchased from vendors. The data in the vendor master record is divided into three categories: y General data: This includes the address and bank details of the vendor. This is valid for all clients. y Purchasing data: This includes the purchase order currency, Incoterms and various control data of the vendor. This data is maintained for the relevant purchasing organization. Different data can also be maintained based on the plant or for vendor sub-ranges. y Financial accounting data: This includes the number of the reconciliation account and payment methods for automatic payment transactions. This data is maintained at company code level.
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CS - Overview: Unit Summary
z In Service, various services are provided for customers. z The service provider's company is divided into different organizational units. z The most important master data for Service is the customer, material, work center, personnel and vendor master records.
© SAP AG 2003
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Exercise Data Data in the exercises Type of Data
Data in the Training System
Controlling area
1000
Company code
1000
Plant
1200
Storage location
0001
Sales organization
1000
Distribution channels
10 = End customer sales 14 = Service
Divisions
07 = High Tech 08 = Service
Purchasing organization
1000
Work centers
PC-REP, PC-SERV, PC-SERVS
Customers
1171, 1032, T-CSD##
Vendor
1000
Functional Locations
1171, 1032, TCST##
Equipment
10003542, 10003499, T-CSE1##, T-CSE2##
(Serialized) materials
R-1001, T-FSN##
Fixed materials (service products)
SM-PCREP, REPAIR_SERVICE
Configured materials (service products)
HOTLINE_SERVICE_A, HOTLINE_SERVICE_B, HOTLINE_SERVICE_C
Configurable materials (service products)
SM-NETINST, INSPECTION_SERVICE, HOTLINE_SERVICE
Replace ## with your group number. Group numbers 01 to 20 are available. (C) SAP AG
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Data sheet for the exercise data entered
Helpdesk
1. Service notification (modem): 2. Service notification (disk space): 3. Service notification (system crashes):
Field Service Planning
Service notification (server down): Service order for notification: Billing request: Billing document:
Service order (server enhancement): Billing request: Billing document:
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Quotation for service order: Billing request: Billing document:
Returns and Repairs Processing
Customer repairs order: Returns delivery: Service order: Outbound delivery: Billing document:
Service Contracts
Service contract: Billing document for the contract:
1. Service notification with contract reference:
2. Service notification with contract reference:
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Service order with contract reference: Billing request: Billing document:
Planned Customer Service
Maintenance plan:
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Exercises: CS Overview Unit: CS – Overview Topic: Master Data
At the end of these exercises, you will be able to: • Display customer, material, and task list master records • Describe master record contents
The service provider delivers services for various different customers. Material masters are used to represent services, device types, and replacement parts. Service technicians carry out the services.
1-1
Displaying the customer master record You need information about your customer Hitech. Display the customer master record for customer T-CSD##. (## = Your place number). Display the sales areas for the customer (debitor) and select the following sales areas: Sales organization:
1000
Distribution channel: Division:
14 00
1-1-1 Determine the following data from the area General data: Postal code and location: Determine the following data from the area Sales area data:
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1-1-2
Price group for price determination:
1-1-3
Terms of payment:
1-1-4
Invoice recipient: LO110
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1-2
Displaying material masters Display the material master for material T-FSN##. Select the following views: Basic data 1 Sales: Sales organization data 1 Sales: General/plant data Accounting 1 Plant stock Enter the following organizational levels: Plant:
1200
Sales organization:
1000
Distribution channel:
10
Define the following data: 1-2-1
Material short text: Base unit of measure: Division:
1-2-2
Outbound delivery plant:
1-2-3
Serial number profile:
1-2-4
Price control: Current valuation price:
1-2-5 Plant stock for unrestricted use:
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1-3
Display work center master record Display the work center master record for work center PC-SERV in plant 1200. Define the following data: 1-3-1 Work center type: Task list usage: 1-3-2 Default control key: 1-3-3 Operating time and capacity: 1-3-4 Cost center: Default value, activity type, internal processing: 1-3-5 Number of people assigned to the work center:
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Solutions: CS - Overview
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Unit: CS - Overview Topic: Master Data
1-1
Displaying the customer master record Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution (VD03) Field name or data type
Values
Customer
T-CSD##
Customer’s sales areas In the overview, select the second line and choose Enter twice. 1-1-1 Field name or data type
Values
Postal code
21017
Location
Chicago
1-1-2 Choose Sales area data and then the view Sales. Field name or data type
Values
Price group
01 (Bulk buyer)
1-1-3 Billing document Field name or data type
Values
Terms of payment
ZB01 (14 days 3%; 30/2%; 45 net)
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Partner functions
1-2
Field name or data type
Values
Partner function IR (Invoice receiver)
Customer T-CSD##
Displaying material masters Logistics → Customer Service → Technical Objects → Material → Display (MM03) Field name or data type
Values
Material
T-FSN##
Choose Enter or Select view(s). Select the views Basic data 1, Sales and distribution: Purchasing organization data 1, sales and distribution: Gen./Plant data, accounting 1 and plant stock and select enter. Enter the organizational data: Field name or data type
Values
Plant
1200
Sales organization
1000
Distribution channel
10
Enter Use Enter to display the next selected view. 1-2-1 Basic data 1 Field name or data type
Values
Material short text
Maxitec-R 3100 personal computer
Base unit of measure
Pc (piece)
Division
07 (High Tech)
1-2-2 Sales and Distribution: Sales organization 1 (C) SAP AG
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Field name or data type
Values
Outbound delivery plant
1200 (Dresden)
1-2-3 Sales and Distribution: Gen./Plant Field name or data type
Values
Serial number profile
SM01 (serial profile SM)
1-2-4 Accounting 1 Field name or data type
Values
Price control
S (standard price)
Standard price (=current valuation price)
see amount
1-2-5 Plant stock
1-3
Field name or data type
Values
Unrestricted use stock
9 pieces
Display work center master record Logistics → Customer Service → Service Processing→ Environment → Work Centers → Work Center → Display (IR03) Field name or data type
Values
Plant
1200
Work center
PC-SERV
Enter 1-3-1 Basic data Field name or data type (C) SAP AG
Values LO110
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Work center type
0003 (person)
Task list usage
004 (maintenance task lists only)
1-3-2 Default values Field name or data type
Values
Control key
SM01 (Service – internal)
1-3-3 Capacities Capacity header data Field name or data type
Values
Usage time
8.5 hours
Capacity
42.5 hours
Back 1-3-4 Costing Field name or data type
Values
Cost center
4100 (technical service – 1)
Activity type internal processing 1410 (repair hours) 1-3-5 Link to personnel system Expand sub-tree There are five positions each with one person assigned to the work center.
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Technical Objects
Contents: z Material serial numbers and equipment z Functional locations z Bills of material z Warranties
© SAP AG 2003
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Technical Objects: Unit Objectives
At the conclusion of this unit, you will be able to: z Describe the functions and contents of different categories of technical objects z Create equipment and functional locations z Create and assign warranties
© SAP AG 1999
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LO110
4-2
Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
© SAP AG 1999
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Technical Objects: Business Scenario
z The customers have technical systems and devices for which services must be performed. z These technical objects often belong to spatial or technically functional structures. z These consist of assemblies and compatible units. z Warranties are granted for certain objects. Trading goods have additional warranties from the manufacturer and/or vendor.
© SAP AG 1999
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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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Material Serial Numbers and Equipment: Topic Objectives
At the conclusion of this topic, you will be able to: z List the functions and contents of serial numbers and pieces of equipment z Create serial numbers and pieces of equipment z Construct equipment hierarchies
© SAP AG 1999
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Serial Numbers z The serial number is a number that is assigned to an individual material item in addition to its material number. z The combination of material number and serial number is always unique.
Material numbers
Serial numbers
PC R-1001
4710
Screen R-1140
4711
4711
4712
ABCD
© SAP AG 2003
A material master record contains all the data required to define and manage a material. This can be used to describe a certain asset or device category. However, it does not enable you to identify individual items of this particular category. Therefore, the system offers you serial number management. Serial numbers enable you to track individual items for a given material number. This in turn enables you to perform inventory management for individual pieces. The combination of material and serial number is always unique. You can assign as many serial numbers to a material number as is necessary. The same serial number may occur for different material numbers. The serial number can be used to represent and track the company's own serial numbers or those of the manufacturer. If no serial number exists, you can use a number of your choice as the serial number. When creating master records for serial numbers, it is possible, as of SAP R/3 Enterprise, to use the material master record to ensure that serial numbers and equipment numbers are kept synchronously .
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Serial Number Management
z Serialization of a material enables you to track objects individually. z Serial numbers are tracked throughout different business transactions in logistics:
All goods movements Sales orders Delivery notes
z Serial numbers can be entered as reference objects in:
Service notifications Service orders Service contracts Maintenance items
© SAP AG 1999
Serialization characteristics are controlled by the serial number profile. Each material master record can be assigned to a serial number profile in the plant data. Depending on how the serial number profile has been set, serial numbers are optional or mandatory for goods movements in addition to the material number. This enables you to track the current stock information for each serial number. Moreover, you can also specify serial numbers in sales orders and deliveries. For example the serial number can be created automatically during goods issue for delivery. This produces a serial number master record containing information about the material number, serial number and customer number. The delivery and goods issue document appear in the serial number history. In service processing for contracts and maintenance items, you can describe the technical objects affected by specifying the respective serial numbers.
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Equipment and Serial Numbers
Equipment 1000354 Equipment master record
Material A-1500 Serial data
Serial number 294
• Stock information • Serial number history
© SAP AG 2003
An equipment master record is created for each serial number. Depending on the serial number profile, either the "serial data" view only is visible, or all views of the equipment master are visible. Stock information such as plant, storage location, batch, special stocks, or customer is located in the "serial data" view. You can also display the serial number history here. You can also find all documents to which the serial number is assigned here. As of SAP R/3 Enterprise, a function that enables you to install and dismantle pieces of equipment with simultaneous goods movement exists. Using this function, you can execute the following in one step: y Dismantle an installed piece of a equipment from a piece of equipment or from a functional location and simultaneously put it away in a storage location, or y Remove a piece of equipment from storage and install it in a piece of equipment or in a functional location.
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Equipment
Independent technical complex fixed asset
Production resources Means of transport Test and measurement equipment
Equipment
Production resources and tools Customer devices Buildings, property Systems, system parts Vehicles
© SAP AG 2001
A piece of equipment is an individual, independent, complex fixed asset at which technical services are performed. Pieces of equipment can be used to show individual objects such as engines, pumps, or vehicles, but can also be used by complete technical systems or components of these systems. The system can automatically assign the equipment number (internal number assignment). Alternatively, this number can be assigned by the user (external number assignment). Despite their independent character, pieces of equipment can also show hierarchies. An equipment hierarchy is created when a piece of equipment is assigned to a superior piece of equipment. The equipment hierarchy can have an unlimited number of levels. In addition to direct creation of equipment, automatic creation of equipment master records from sales orders and from asset/technical system master records is also supported.
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Criteria for Equipment Master Record
When do you create a piece of equipment? z
Management of individual data
z
Recording of service tasks
z
Recording of object-related costs and revenues
z
Evaluation of technical data
z
Recording of usage time
© SAP AG 1999
You should always create an equipment master record for a technical object, if: Individual data is to be managed for the object Breakdown, preventive, or planned service tasks are to be performed at an object and must be recorded Technical data for this object has to be collected and analyzed over a long period of time The costs and revenues of service tasks have to be tracked for this object Records of the installation locations are required for this object
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Equipment Master Record Serial data Warranties
General Partners
Location Configuration
Organization
List
Classification
X X
X X X X X
Structure
Documents Measuring points / counters
Sales
0471 0123
Permits Production resources/tools data © SAP AG 1999
The equipment master data contains the views General (class, object type, technical data, reference data, manufacturer data, and so on), Location (location data, address), Organization (account assignment and responsibilities), Structure (higher-level functional location, higher-level and lower-level equipment) and Sales and Distribution (sales area assignment). You can also create the views Serial data, Warranties, Partners (assignment to internal and external partners), Configuration (link to a configurable material with characteristic valuation), and Classification (assignment to one or more classes with characteristic valuation) in the equipment master record. You can also assign documents (for example, technical drawings), measuring points and counters (for entering service and condition data in the form of measurement documents), as well as permits (necessary to perform work on the equipment, and which are copied to service orders for the equipment). Finally, you can define data that is required for using the equipment as a production resource/tool. You can customize the views for equipment master data.
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Functional Locations: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the functions and contents of functional locations z Create functional locations and functional location structures z Install equipment in functional locations
© SAP AG 1999
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Functional Location Functional location = multi-level, hierarchical structure, structured according to ...
Spatial
Technical
Functional
Criteria © SAP AG 2001
A functional location is a multi-level, hierarchical structure, that can be structured according to spatial (for example, workshop), technical (for example, production line) or functional (for example, heating system) criteria. A functional location usually represents an entire system, building, or a part of the system/building. The numbers or labels for functional locations can be structured hierarchically, and organizations can determine the structure according to their internal criteria. The structure indicator determines how the structure is represented by functional location numbers. Number assignment is always performed by the user (external number assignment). Equipment can be installed and dismantled at functional locations. The installation times (= time intervals) can be reconstructed from the perspective of a functional location ("equipment usage periods") as well a piece of equipment ("usage lists"). You can aggregate key figures from inside a functional location hierarchy in the information system. This is not possible for equipment hierarchies.
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Criteria for Functional Locations
When do you create a functional location? z
Performance of service tasks
z
Recording of service tasks
z
Data collection over longer periods of time
z
Tracking of costs and revenues
z
Effect of usage conditions on the likelihood of damage to the installed equipment?
© SAP AG 1999
You should structure your customer systems with the help of functional locations if: You want to display your system or operational structures from a functional perspective Service tasks are to be performed for individual areas of the system or operational structure which should be recorded Technical data should be collected and evaluated for individual areas of the structure over a longer period of time The costs and revenues of service tasks should be tracked for individual areas of the structure You want to analyze the effect of usage conditions on the likelihood of damage to the installed equipment
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Master Record for Functional Location
Warranties
General
Partners
Location List
Classification
X X
X X X X X
Organization Documents
Structure Measuring points / counters 0 4 7 1 0123
Sales
Permits © SAP AG 1999
The functional location master record contains the views General (class, object type, technical data, reference data, manufacturer data, and so on), Location (location data, address), Organization (account assignment and responsibilities), Structure (higher-level functional location, higher-level and lowerlevel equipment) and Sales and Distribution (sales area assignment). You can also create the views Warranties, Partners (assignment to internal or external partners), and Classification (assignment to one or more classes with characteristic valuation) in the master record for the functional location. You can also assign documents (for example, technical drawings), measuring points and counters (for entering service and condition data as measurement documents), and permits (necessary to perform work at the functional location and copied to service orders for the functional location). You can customize the views for the functional location master record.
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Bills of Material: Objectives
At the conclusion of this topic, you will be able to: z Describe the functions and contents of bills of material
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Service Bills of Material
Functional location BOM
BOM
Item categories: z Stock items
Equipment BOM
z Non-stock items z Texts z Documents
Material BOM Construction type/assembly © SAP AG 2001
Bills of material can be used for the following purposes: y Functional location BOMs to represent the structure of functional locations. This is useful if pieces of equipment are installed at the functional location. y Equipment BOMs to represent the structure of pieces of equipment y Material BOMs: The material represented by the BOM is used as a construction type for functional locations or pieces of equipment or as an assembly. BOMs can have any number of levels. Each bill of material is valid for one or more plants. Bill of material use defines in which applications (production, sales and distribution, plant maintenance/service) a BOM is used. Each BOM item is assigned to an item category: y Stock items for stocked materials y Non-stock items for non-stocked materials y Free texts y Documents, for example, drawings
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Object Hierarchies Plant Plant sites sites Hi Hi Tech Tech Company Company
Functional Locations
Production
Admin.
PC
Line 1
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: y Functional location hierarchies to structure functional locations y Equipment installed at functional locations y Equipment hierarchies in order to structure equipment y BOMs that are directly assigned to the piece of equipment (as an equipment BOM) or indirectly (as a material BOM for the construction type). In this example, the piece of equipment "PC" is installed at the functional location "Administration". The functional location "Production" has two subordinate functional locations ("Line 1" and "Line 2"). The piece of equipment "Lathe" is installed in line 1. The subordinate pieces of equipment "Engine" and "Hydraulics" belong to the lathe. The lathe has a BOM which contains the item "Gearbox", and two subordinate items "Shaft" and "Warehouse". The equipment "Engine" has a BOM with the items "Casing" and "Carbon". Installations are an alternative way of structuring technical objects. You can use installations to create a multi-level structure that consists of installation components. Installation components can be functional locations, pieces of equipment, material numbers (with or without serial numbers), documents or other installations. You have the option of creating installations with reference to a sales order item (as a copy of the sales order BOM) or from a serialized assembly.
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Installed Base
z Multi-level structure of components for managing products z It describes the structure of these products and their components z Components can be:
Functional locations
Equipment
Material numbers
Serial numbers
Installations
Documents
© SAP AG 2001
You use Installed Base Management to represent and manage products. You can assign related functional locations, equipment, materials, serial numbers, installations, and documents as components to a common installed base. Installed Base Management can also be used for documentation purposes. For example, an installed base could be an aeroplane with all of the components relevant for service. An installed base could also be an as yet unassembled aeroplane, whose parts should be managed together in the planning and production phase. Alternatively, an installed base could be two wings which, following production, should be integrated into the principal installed base "aeroplane". Benefits of the installed base: y Multi-level representation of components y Time-based delimitation possible (installation and dismantling stage of a component) y Components do not have to be represented as equipment master records y Entry of additional data for the components In addition to direct creation of an installation, you can also create an installation with reference to a sales order item (as a copy of the sales order/production order BOM). You can also create an installation from a serialized assembly.
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Warranties: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the contents of warranties z Create and assign warranties
© SAP AG 1999
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Warranty Types
z Customer warranty: Issued by "us" to the customer z Manufacturer/vendor warranty: Issued by the manufacturer or vendor to "us"
Purchasing
Sales
Vendor
Customer
© SAP AG 2001
A warranty is a vendor commitment to a purchaser of a product, that the product, or parts of it, fulfil particular requirements for a particular period of time, or for a defined use. If this is not the case, the vendor commits himself to replacing or repairing the product. When a master warranty is created, the warranty type is used to establish whether it is a customer or a manufacturer/vendor warranty. The warranty check is performed in the same way for both types of warranty.
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Structure of Master Warranty
Warranty header
Warranty type Description Classification
Warranty items
Services inclusive / exclusive
Warranty counter Counter, limits
© SAP AG 1999
Warranties are first created as master warranties, independently of the reference object. A master warranty is structured as follows: y The warranty header contains the warranty type, descriptive text, and the classification option. y The warranty items contain the services that are included or not included in the warranty. The services can be described using a text, or service/material number. y Warranty counters can be stored for each warranty item. These are validity criteria that are defined as a period or performance counter. The warranty counters can be linked to one another using an AND-link (both of the conditions must be fulfilled) or an OR-link (one of the conditions must be fulfilled). You can assign a master warranty to any number of serial numbers, equipment, and functional locations.
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Object-Related Warranty
Equipment 1 • Valid from 01.05.98 • Measuring point: Mileage
Master warranty • Description • Warranty services • Warranty counter
Assignment Equipment 2 • Valid from 10.12.97 • Measuring point: Mileage
© SAP AG 1999
You can assign a customer master warranty and a vendor master warranty in the master records for the serial number, equipment or functional location. Information about the dates for the warranty is entered during the assignment. The "Valid from" date must be entered when assignment is made to the master warranty. The "Valid from" and "Valid to" dates can be entered without assigning a master warranty. In the case of warranty counters that provide information on performance (for example, operating hours, distance), a measuring point that has the same characteristic as the warranty counter must be assigned in the object master record. The inheritance indicator specifies whether the master warranty or warranty period can be inherited from the next highest technical object in the hierarchy level, or whether it can be passed on to subordinate objects. Both the inherited warranties and the warranties for the technical object are displayed during inheritance.
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Technical Objects: Unit Summary
z 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. z Pieces of equipment are individual objects that are to be regarded as autonomous units. z Functional locations subdivide technical structures according to functional, process-oriented or spatial criteria. z BOMs offer further structuring options. z Warranty information can be assigned to serial numbers, equipment and functional locations.
© SAP AG 2003
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Exercises: Technical Objects
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Unit: Technical Objects Topic: Material serial numbers and equipment At the end of these exercises, you will be able to: • Display material serial numbers and equipment master records • Describe the contents of material serial numbers and equipment master records • Create equipment master records and construct equipment hierarchies You are selling technical systems and equipment to a customer. You are also carrying out technical services for these technical objects. In some cases this may involve technical objects that the customer has purchased from other vendors - but on which you are carrying out services.
1-1
Displaying material serial numbers You have received a problem notification for the material T-FSN##. You may have to replace the part. 1-1-1 Stock overview Display the stock overview for material T-FSN##. This will enable you to determine if additional parts are available in your inventory. How much stock in plant 1200, warehouse 0001, is available for unrestricted use? Which material serial numbers are contained in this stock?
1-1-2 Displaying stock data Display serial number 2 for material T-FSN##. Define the following stock data: Plant: Storage location:
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System status:
1-1-3 Displaying the serial number master record The problem notification refers to serial number 1 for this material. Display serial number 1 for your material T-FSN##. This is not in stock, so choose entry via the menu. Define the following data: Equipment type: System status: Equipment number: Sold-to party: Display the serial number history and use the delivery document flow to define the number of the sales order with which this item was sold.
1-2
Displaying the equipment master record A problem has arisen for equipment with the equipment number T-CSE1##. Display the master record for this equipment. Define the following data: 1-2-1 Description: System status: Type description: 1-2-2 Company code: Main work center: Catalog profile:
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1-2-3 Functional location: Lower-level equipment: 1-2-4 Sold-to party: Person responsible: 1-2-5 Sales organization:
1-3
Creating equipment master records Your customer Hitech has purchased a new printer and you are responsible for maintaining it. Create an equipment master record for the printer, and a subordinate equipment for the printer control unit. 1-3-1 Create equipment Create a type S equipment with the number EQUI1##. Enter the following data: Description:
Printer
Planning plant:
1200
Sold-to party:
Customer number T-CSD##
Ship-to party:
Customer number T-CSD##
Sales organization:
1000
Distribution channel:
14
Division:
00
Save the equipment master record. 1-3-2 Create subordinate equipment Create a type S equipment with the number EQUI2##. Enter your equipment EQUI1## as a reference. Copy all subobjects. Change the description to Printer control unit. Assign the equipment to the superior equipment EQUI1## to create an equipment hierarchy. What system status does the equipment have as a result of this installation? (C) SAP AG
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Save the equipment master record.
Unit: Technical Objects Topic: Functional Locations At the end of these exercises, you will be able to: • Describe the contents of functional location master records • Create functional locations and construct functional location hierarchies • Install equipment in functional locations Your customer has large technical system structures in which assets/technical systems and devices are installed.
2-1
Displaying the functional location Your colleagues are dealing with the Hitech administration building, and would like to know how you have structured this in the SAP R/3 System. You therefore display the data. Display the functional location with the number TCST##-ADMI. Define the following data: 2-1-1 Description: System status: 2-1-2 Business area: 2-1-3 Structure indicator: Superior functional location: Equipment installation allowed:
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Installed equipment: 2-1-4 Sold-to party: 2-1-5 You want to establish which additional functional locations form part of this structure. To do this, call up the structure list for the functional location. Choose Levels above and Expand whole to see the complete object hierarchy. For ease of understanding, display the entire structure as a graphic.
2-2
Creating functional location master records A new branch of Hitech Corp., London, has been assigned to your area. Create a functional location structure to monitor the service activities for this branch. 2-2-1 Create functional location Call up the function Create functional location. Select the structure indicator SERV2 and choose Refresh screen. This ensures that the default settings are correct for the edit mask and hierarchy levels. Create a type S functional location with the number FLOC##. Enter the following data: Description:
Hitech Corp., London
Create an individual address for the functional location. Planning plant:
1200
Sold-to party: Sales organization:
Customer number T-CSD## 1000
Distribution channel:
14
Division:
00
Save the functional location master record. 2-2-2 Create subordinate functional location The shipping center should be a subordinate functional location. Create a type S functional location with the number FLOC##-SHIP and the structure indicator SERV2. Enter your functional location FLOC## as a reference. Copy all subobjects. Change the description to Hitech London shipping center.
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Which functional location is defaulted as superior (based on the functional location number)? Save the functional location master record. 2-2-3 Install equipment The printer that you have already created as equipment needs to be installed at the shipping center so it can be used to print shipping documents. Change the equipment EQUI1## and install it at functional location FLOC##-SHIP. 2-2-4 Display the technical object structure Check that the structure you have created is correct. Call up the structure display for functional location FLOC##. Display the four levels below. Display the functional location hierarchy, installed equipment, and the equipment hierarchy.
Unit: Technical Objects Topic: Warranties At the end of these exercises, you will be able to: • Create a master warranty • Assign a master warranty to the technical object Warranties are provided for the technical objects that have been sold. These warranties cover a range of services within the warranty period.
3-1
Creating and assigning master warranties You want to create a master warranty for customer devices. This is a standard warranty that you can assign to various different technical objects. Assignment activates the warranty. 3-1-1 Creating a master warranty Create a master warranty Text: 1 year for all delivered items Warranty type: Customer warranty
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Text for the first service item: All spare parts, without installation Enter the warranty counter WARRANTY_TIME and the counter value 1 year. Save the master warranty. What number is assigned?
3-1-2 Assigning a master warranty to a piece of equipment The warranty applies to one of your customer devices. Assign the master warranty that you have just created to equipment T-CSE2## as a customer warranty. The warranty is valid from the first day of this month. The warranty should also be passed on to subordinate objects. There is no provision for inheritance from superior objects. Save the changes.
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Solutions: Technical Objects
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Unit: Technical Objects Topic: Material serial numbers and equipment
1-1
Displaying material serial numbers 1-1-1 Stock overview Logistics → Customer Service → Management of Technical Objects → Material → Stock Overview (MMBE) Field name or data type
Values
Material
T-FSN##
Execute Field name or data type
Values
Column “Unrestricted use”
9 pieces
Select the line for the plant or storage location and choose Environment → Equipment/serial no. Serial numbers 2-10 are in stock.
1-1-2
Displaying stock data
In the serial number list, select serial number 2 and choose Detail. Field name or data type
Values
Plant
1200 (Dresden)
Storage location
0001 (Warehouse)
System status
ESTO (in stock)
1-1-3
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Logistics → Customer Service → Technical Objects → Serial Numbers → Display (IQ03) Field name or data type
Values
Material
T-FSN##
Serial Numbers
1
Enter Field name or data type
Values
Equipment category
S (customer equipment)
System status
INST (Installed) ECUS (At customer site)
Equipment
see field content
Sold-to party
Customer T-CSD##
Choose History to define the sales order number. Select the delivery document (brown color) and choose Document. In the delivery overview, choose Document flow. The first sales order document of the type Standard order appears.
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1-2
Displaying the equipment master record Logistics → Customer Service → Management of Technical Objects → Equipment → Display (IE03) Field name or data type
Values
Equipment
T-CSE1##
Enter 1-2-1 Field name or data type
Values
Description
Network server
System status
INST (Installed)
Model number
NSV 54111
1-2-2 Organization Field name or data type
Values
Company code
1000 (IDES)
Main work center
PC-SERVS (TS Technician North D)/plant 1200
Catalog profile
PC
1-2-3 Structure Field name or data type
Values
Functional Location
TCST##-ADMI (Hitech administration)
Subordinate equipment
T-CSE2## (modem)
1-2-4 Partners Field name or data type (C) SAP AG
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Sold-to party
Customer T-CSD##
Person responsible
Personnel number 1504 (Thorsten Schlicker)
1-2-5 Sales
1-3
Field name or data type
Values
Sales organization
1000 (Frankfurt, Germany)
Creating equipment master records 1-3-1
Create equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08) Field name or data type
Values
Equipment
EQUI1##
Equipment category
S
Enter
Field name or data type
Values
Description
Printer
Organization
Field name or data type
Values
Planning plant
1200
Partners Field name or data type
Values
Role
Sold-to party Ship-to party
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Sales Field name or data type
Values
Sales organization
1000
Distribution channel
14
Division
00
Save
1-3-2
Create subordinate equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08) Field name or data type
Values
Equipment
EQUI2##
Equipment category
S
Reference equipment
EQUI1##
Enter In the dialog box, choose Further.
Field name or data type
Values
Description
Printer control unit
Choose the Structure view and then Change Installation Location.
Field name or data type
Values
Superior equipment
EQUI1##
Confirm The installation means the equipment has the system status ASEQ (allocated to superior equipment). (C) SAP AG
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Save
Unit: Technical Objects Topic: Functional Locations
2-1
Displaying the functional location Logistics → Customer Service → Management of Technical Objects → Functional Location → Display (IL03) Field name or data type
Values
FunctLocation
TCST##-ADMI
Enter 2-1-1 Field name or data type
Values
Description
Hitech administration
System status
CRTE (created)
2-1-2 Organization Field name or data type
Values
Business area
8000 (external services)
2-1-3 Structure
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Field name or data type
Values
StrIndicator
SERV2 (service 2)
Superior functional location
TCST## (Hitech)
Specification for installation
Equipment installation allowed
Installed equipment
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2-1-4 Partners Field name or data type
Values
Sold-to party
Customer T-CSD##
2-1-5 Structure list Select the levels n.o and Complete Ord. to see the complete object hierarchy.
Goto → Graphics
2-2
Creating functional location master records 2-2-1
Create functional location
Logistics → Customer Service → Management of Technical Objects → Functional Location → Create (IL08) Field name or data type
Values
StrIndicator
SERV2
Refresh screen Field name or data type
Values
FunctLocation
FLOC##
FunctLocCat.
S
Enter Field name or data type
Values
Description
Hitech Corp., London
Location In the screen area Address, choose the function Create. Enter the address and choose Copy. (C) SAP AG
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Organization Field name or data type
Values
Planning plant
1200
Partners Field name or data type
Values
Role
Sold-to party
Partners
Customer T-CSD##
Sales Field name or data type
Values
Sales organization
1000
Distribution channel
14
Division
00
Enter Save
2-2-2
Create subordinate functional location
Logistics → Customer Service → Management of Technical Objects → Functional Location → Create (IL08) Field name or data type
Values
FunctLocation
FLOC##-SHIP
StrIndicator
SERV2
FunctLocCat.
S
Copy from FunctLocation
FLOC##
Enter In the dialog box, choose Further.
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Field name or data type
Values
Description
Hitech London LO110
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Shipping Center Structure The superior functional location FLOC## is defaulted. Save
2-2-3
Install equipment
Logistics → Customer Service → Management of Technical Objects → Equipment → Change (IE02) Field name or data type
Values
Equipment
EQUI1##
Enter
Choose the Structure view and then Change Installation Location.
Field name or data type
Values
FunctLocation
FLOC##-SHIP
Confirm Save
2-2-4
Display the technical object structure
Logistics → Customer Service → Management of Technical Objects → Functional Location → Structural Display (IH01)
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Field name or data type
Values
Functional Location
FLOC##
Display levels below
4
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Select Location hierarchy, Equipment Installed, and Equipment hierarchy, then choose Execute.
Unit: Technical Objects Topic: Warranties
3-1
Creating and assigning master warranties 3-1-1
Creating a master warranty
Logistics → Customer Service → Service Agreements → Warranties → Master Warranty → Create (BGM1) Enter Field name or data type
Values
Master warranty - text
1 year for all delivered items
Warranty type
Customer warranty
Services - text
All spare parts, without installation
Select the row that contains the service and select the tabstrip Counter. Field name or data type
Values
Warranty counter
WARRANTY_TIME
Warranty counter value
1
Save
Number of master warranty: See system message.
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3-1-2 Assigning a master warranty to a piece of equipment Logistics → Customer Service → Management of Technical Objects → Equipment → Change (IE02) Field name or data type
Values
Equipment
T-CSE2##
Enter View selection Warranty
Field name or data type
Values
Customer warranty Begin guarantee
First day of current month
Master warranty
Number of your master warranty
Delete the flag Inherit Warranty and choose Save.
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Helpdesk
Contents: z Simple notification processing z Notification receipt z Notification processing z Notification completion
© SAP AG 1999
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Helpdesk: Unit Objectives
At the conclusion of this unit, you will be able to: z Describe the functions and contents of service notifications z Create, process, and complete service notifications
© SAP AG 1999
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
© SAP AG 1999
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Helpdesk: Business Scenario
z The customer calls and reports a problem. z A helpdesk employee records the problem. z If the employee cannot solve the problem, he or she then forwards it. z The case is completed once the problem has been solved.
© SAP AG 1999
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Documents in CS
Characteristic Document Service notification Service order
Entry of customer enquiries
Planning tool
Cost collector
X
X O
X
Sales order
X = yes
Relevant Relevant for billing for delivery
X O
O
O = optional/partially
© SAP AG 2003
The service notification is used to enter and process customer inquiries and problems. The service order is the planning tool for work that is performed for the customer. The sales order contains an agreement with the customer regarding the delivery of certain goods or the performance of certain work. In sales orders, you use the item type to define (at item level) if the item is a cost collector, and whether or not it is relevant for delivery/billing. The customer repairs order is a special form of sales order and is used for returns and repairs processing. You can generate service orders from the customer repairs order to plan repair work. These documents can be combined in different ways to support and represent service processes.
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Simple Notification Processing: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the functions and contents of service notifications z Create and complete service notifications
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Service Notification Functions
z Entry of incoming customer service requests z Access to information on
Customer
Object
Contracts
Warranties
z Initiation and monitoring of follow-up actions z Technical completion confirmation of services (back reporting) z Description of a serviceable item's condition z Documentation © SAP AG 2001
The person entering the notification can display the following information: y Customer/contact person master record y Sales summary y Technical reference object master record y Structure of the technical reference object with superordinate/subordinate objects y Object information screen: Dialog box containing additional information about the technical reference object (planned dates, key figures, last notifications, last open order, contract data, classification) y Guarantee information for the technical reference object
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Notification Types
z Problem notification The customer requests a service.
z Activity report Entry of a service activity after the service has been performed.
z Service request General request for a service task.
z Other types can be freely defined
© SAP AG 1999
In the standard system, there are the following service notification types: y Problem notification: The customer requests a service by phone, fax, letter and so on. y Activity report: A service activity that has already been performed and related technical findings are entered in the system. This is particularly important when confirming service orders. y Service request: The customer requires a service. A sales executive or service technician enters this requirement in the system. The service request is therefore similar in nature to the problem notification. Other notification types can be defined as required in Customizing. The screen layout, reference objects and so on, can be determined individually for each notification type.
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Notification Structure
Create Service Notification: Problem Notification + Tasks Notification
100123
Status
OSNO
Organization
Contract selection
S1
Order
Notification header Customer / contact person
Technical object
Items
Tasks
Activities
Damage,
Who should do
What was done
object parts,
what when?
when?
causes of damage, classification
Execution
© SAP AG 1999
A service notification can consist of the following elements: The notification header is always available and contains data for the customer and contact person, as well as additional partner information, such as the employee responsible. Here you can enter a technical reference object (functional location, piece of equipment, material serial number, assembly), to which the notification refers. The description of the problem is entered in the short and long texts. The execution data contains the notification priority, deadlines, and details of the department responsible for processing the notification. Any number of notification items can be assigned to the notification header. These are used to give an exact description of the problem that has occurred by specifying the object part, damage, and cause of damage by selecting a code from the corresponding catalog. Classification is also possible here. Tasks describe the activities that must be performed to solve the customer's problem. They can be assigned directly to the notification header or to the individual items. The task status indicates whether the tasks are outstanding, released or already completed. You can also specify deadlines and the person responsible for executing the task. Activities can likewise be assigned directly to the notification header or to items. They are used to enter and describe the activities performed for the notification.
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Notification Interface
Creating a service notification: Problem notification + Tasks Notification Status
100123
Organization
Contract selection Action box
S1
OSNO
Order Notification
Additional data
Customer address
Items
Partner address
Tasks Notification address
Activities
Solution Database Create repair order Enter goods movement Repair order decision
Object address
Reference object
Tab pages
Screen areas
Action box
© SAP AG 1999
You can configure the notification interface individually for each notification type. The tab pages and screen areas (subscreens) for each tab page are defined here. You can freely define the labels and symbols for the tab pages. You can assign up to five screen areas in any sequence on each tab page. You can define an action box for each notification type. The system calls up function modules using activities in the action box. An automatically generated notification task or notification activity documents the fact that an activity was performed.
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Notification Receipt: Topic Objectives
At the conclusion of this topic, you will be able to: z Create service notifications with detail data
© SAP AG 1999
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Catalogs
Catalogs Catalogs for for Object parts
Causes of damage
Tasks
Damage
Activities
Coding
Structure Structure of of aa catalog: catalog:
Example: Example: Damage screen catalog
Catalog
Mechanical damage
Code group
Code 010 020 030 .. .
Code
Corrosion Broken glass Faulty engine .. .
© SAP AG 2003
In catalogs, code groups are combined from a content point of view. Depending on the notification type, you can access catalogs for object parts, damage and causes of damage, tasks, activities, and coding in the notification. In code groups, codes are combined according to related contents (for example, damage to vehicles, pumps, and engines, or mechanical damage, electric damage). Codes are used to describe a particular type of damage, an activity, and so on. You can use catalog profile to ensure that only a limited number of code groups appears. The catalog profile is determined by the piece of equipment, the functional location, the material number or the notification type. You can evaluate the codes entered in the notification in aggregated form in the Information System.
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Service Notification: Task Determination
z When a service notification is entered, the tasks to be performed can be determined and proposed by the system. z The response profile controls:
Which tasks are proposed
By when these tasks must be completed
z The service profile controls:
Within which service times these tasks are to be processed
© SAP AG 1999
The system can propose the tasks to be performed when you enter or process a notification. The response profile, to which the notification type is assigned, defines which tasks are determined. The priority type you have specified can also influence the tasks determined by the system. The system proposes a finish date for each task which it determines from the response time. You can also define a proposal for the person responsible for performing the tasks in the response profile. The service times for processing these tasks are defined in the service profile, to which the notification type is assigned. The response times are calculated within these service times. If the service notification is assigned to a service order, the response and service profiles can be determined from the configuration of the outline agreement item.
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Customer Interaction Center (CIC)
z Computer Telephony Integration (CTI):
Link between the R/3 System and telephony software
z Customer Interaction Front Office:
Screen for the person responsible
Telephony control per mouse-click
Support functions for call processing
Call of follow-up transactions
© SAP AG 2003
The Customer Interaction Center (CIC) is used to: y Make incoming calls available to the person reponsible for processing y Support the further processing of contacts via different business processes The connection of external Computer Telephony Integration (CTI) software occurs using the Basis application component SAPphone. SAPphone allows the full scope of telephony operations and controls between the front office application and CTI such as conference calls, transfer calls, consultation calls, and callbacks. You can customize the Front Office screen to a large degree, and adapt it to your business processes and the capabilities of the individual processor. In this way, different types of Call Center can be represented. The mySAP Customer Relationship Management (CRM) solution offers a Customer Interaction Center with enhanced functions. From this CIC, you can choose any functions of the component CS.
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Notification Processing with CIC
Accept call
Identify customer
Create notification
End call
© SAP AG 1999
The CIC informs the person responsible that a call is waiting. The processor accepts the call. The telephone number of the caller determined by the telephony software enables the customer and contact person to be identified. If the customer reports a problem that cannot be solved immediately, the person responsible creates a service notification from the call using the action box. This enables information regarding the customer and contact person to be transferred to the service notification and defined as default data there. The problem and further action are described in the service notification. After saving the notification, the responsible processor returns to the Front Office screen. Here, he or she can call up further transactions or end the call.
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Notification Processing: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for notification processing z Select notifications and tasks z Put notifications in process z Print notifications z Work with the Solution Database
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Notification List Editing z Why?
Searching for a particular notification Processing several notifications at once Limiting the work list
z Scope
Notifications Notification items Tasks Activities
z Options
Field selection Selection conditions Sorting Monitor
© SAP AG 1999
There are many reasons why the system should support you when selecting service notifications, tasks, items, and activities: y You want to change or display a particular notification but do not know its number. y You want to change or display several notifications that have certain characteristics. y You want to perform particular functions simultaneously for several notifications that have certain characteristics. y You want to obtain an overview of all the notification tasks, items, or activities that meet certain criteria. The system provides the following options: y Field selection: Display of the most important fields in the list y Options for selecting and sorting based on the field contents displayed y Monitor for notifications with easy-to-understand symbols (traffic light colors). In the lists of notifications, a traffic light symbol can be displayed by selecting 'Monitor'. This symbol provides information at a glance. The information monitored can be: Priority, desired start and end dates for the notification or task.
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Follow-up Actions for Service Notification
Service order 1 2
Service notification
Sales order 1 2
Notification receipt
© SAP AG 1999
A service order and/or sales order can be generated directly from a service notification (for example, for the delivery of spare parts). You can access the notification from the service or sales order. When you save the notification, the system also saves the service and sales order. The order numbers are recorded in the notification. The document flow displays all the documents belonging to a business transaction. When you create a service order, the notification has the system status "Notification assigned to order“; when you create a sales order, it has the system status "Sales order assigned".
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Status of Notifications and Tasks Additional notification status: • Outstanding tasks • Service order assigned • Sales order assigned • All tasks completed
Outstanding notification
Notification in process
Notification completed
Notification postponed Task status: • Outstanding • Released • Completed • Successful © SAP AG 1999
The system status is assigned automatically for certain activities. The system status indicates the current status of a notification or task. A notification can have several statuses at the same time. The system status imposes certain processing restrictions. For example, you are not allowed to complete a notification if there are tasks outstanding. If the system statuses available do not suffice, you can also define individual user statuses. You then define dependent restrictions for these user statuses. You can set user statuses for notifications and tasks.
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Solution Database Text retrieval
Search engine
and/or attribute search
Symptoms
Solutions
Description by • Text
Description by
• Business objects
• Text
• Problem locations
• Tasks
• Problem codes
• Appendix
• Problem causes © SAP AG 1999
The solution database is an application you can use to save problem symptoms and solutions, link them with one another, and call them up. The database can be used for different kinds of problems. The solution database contains symptoms, solutions, and references. Solutions and symptoms are linked with one another using references. A change in a product or system, which represents a malfunction, is described as a "symptom". You can describe symptoms using free text, code catalog attributes for problem codes, causes of problems, and problem locations, configured attributes, priorities, and statuses. Symptoms can be linked with any number of business objects, such as products, equipment, or an installed base. Symptoms are saved in the solution database together with solutions and linked to these solutions. An activity that eliminates a symptom is described as a "solution". You can describe solutions using free text, tasks that must be executed, and appendices that support and explain the problem solution. The search is supported by a search engine and offers both text retrieval and an attribute search based on catalog contents.
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Notification Completion: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for notification completion z Complete tasks z Enter activities z Complete notifications
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Notification Completion z Tasks
Status "completed"
Optional: Status "Successful"
z Activities
What was done
z Complete notification
Set reference time
Notification can no longer be changed
© SAP AG 2003
All notification tasks must be set to status "completed" before the notification can be completed. If this has been done, the system status of the notification is set to "All tasks completed". The task status "successful" can also be set if a customer has entered a completion confirmation for the notification. The activities performed are documented using notification activities. These activities are not costrelevant. You can enter the reference time when completing the notification. The reference time is the date and the time that the notifications were stored in the history. You can no longer change the notification once it has been completed. The function "Put in process again" enables you to revoke the completed status.
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Helpdesk: Unit Summary
z Service notifications are used to enter and process incoming customer requests. z These notifications enable you to introduce and monitor follow-up tasks. z A service notification consists of a notification header, items, tasks, and activities. z A service and/or sales order can be generated from a service notification.
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Exercises: Helpdesk
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Unit: Helpdesk Unit: Simple Notification Processing At the end of these exercises, you will be able to: • Create and complete service notifications
Customers call your help desk and report problems that have arisen with their devices or technical assets. You use a service notification to record the problems. You may be able to solve part of the problem over the telephone.
1-1
Creating a problem notification 1-1-1 Call the transaction Notification – Create (Special) – Problem Notification. 1-1-2 Maintain the user default values Most customer calls are dealt with by the same parts of your organization. To make your work easier, choose Default values and enter this data as default values for notifications and service orders. Business area:
8000
Planning plant:
1200
Sales organization:
1000
Distribution channel:
14
Division:
00
Save the default values. Leave the transaction without saving and call the transaction again so that the default values are effective. 1-1-3 Your customer informs you that their modem has a transmission problem. Create a service message (message type: problem notification) and describe the problem in the notification short text. 1-1-4 Which notification number is assigned by the system? 1-1-5 Use the search help Customers (general) with the search term HITECH-## to find the Sold-to party. Select your customer with the number T-CSD## from the list. 1-1-6 Choose Contact person address and select a contact name from the list. (C) SAP AG
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1-1-7 Use the search help category Equipment by customer (operator) to search for the corresponding Equipment. Copy it to the notification as the reference object. 1-1-8 In the first notification item, select damage and a cause code. 1-1-9 You and your customer solve the problem together on the telephone. This completes the notification. Confirm the defaulted reference time.
1-2
Creating an alternative type of notification 1-2-1 The same customer T-CSD## calls once again and informs you that there is a problem with PC disk space. Create a type S4 service notification. 1-2-2 Which notification number is assigned by the system? 1-2-3
Enter a suitable short text. Enter your customer T-CSD## as the sold-to party. Enter serial number 1 and material number T-FSN## as the reference object. Enter a long text in the screen area Material.
1-2-4 Save the notification.
Unit: Helpdesk Topic: Notification Receipt At the end of these exercises, you will be able to: • Create service notifications with detail data
A customer calls and reports a problem. You record the problem, but cannot solve it yourself. Further action is therefore required.
2-1
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2-1-1 An employee working for your customer T-CSD## calls and informs you that the network server is crashing frequently. Create a service notification (notification type Problem notification). 2-1-2
Which notification number is assigned by the system?
2-1-3 Enter a suitable problem description in the notification short text. Enter your customer T-CSD## as the sold-to party. 2-1-4 Choose Contact person address. The caller is not yet recorded as the contact partner, so create a new contact person for the customer. 2-1-5
Enter the Equipment T-CSE1## as the reference object.
2-1-6 Call up the structure list and copy the material number for the hard disk to the Assembly field. 2-1-7 Display the Object information. Display the equipment master record. Return to the notification screen. 2-1-8 Select the priority very high. Use Enter to confirm and redetermine the dates. Note the Desired end that the system proposes. 2-1-9 Choose Items and enter two notification items with codes for Object part and Damage. 2-1-10 Select the first item and choose Causes. Enter two causes of damage for the first item. 2-1-11 Choose Determine tasks. Choose Continue to confirm the information. 2-1-12 Which tasks with which planned end dates does the system default?
2-1-13 Enter the personnel number 1502 as the person responsible for the second task. 2-1-14 Display the notification structure. 2-1-15
Save the notification.
Unit: Helpdesk Topic: Notification Processing At the end of these exercises, you will be able to: • Using list editing to select notifications and tasks • Put notifications in process and print them (C) SAP AG
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• Work with the Solution Database The help desk employees have created an overview of notifications to be processed. You process the notifications and search for solutions to customer problems.
3-1
Selecting and processing service notifications 3-1-1 Notification list editing You want to change a service notification that you created for the network server breakdown. You use list editing to do this. Call up list editing for the notifications to be changed. Select all open notifications from yesterday to today. Display the Ref. field monitor according to the desired start and end date for the notification. 3-1-2 Add the field Created by to the list to find the notifications you have created. Sort the list in ascending order according to this field. 3-1-3 Change the notification for the network server crash. There may be a solution to the customer problem in the solution database, so in the action box, choose Solution database. Use the data from the notification to search for symptoms and corresponding solutions. Copy the first solution that you find. What happens when you copy the solution? 3-1-4 Set the notification to in process and print the notification papers. 3-1-5 Display the print output on the screen.
Unit: Helpdesk Topic: Notification Completion At the end of these exercises, you will be able to: • Complete notification tasks • Enter notification activities • Complete notifications
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When you have solved the customer problems, you then document the way they were solved. The cases are closed.
4-1
Selecting and completing service notifications 4-1-1 Call up list editing for the service notifications to be changed. Select all notifications that you created that are open and in process from yesterday to today. 4-1-2 Call the detailed screen for the notification “network server crash” 4-1-3 Set the tasks to completed. Choose Activities and select two notification activities. Complete the notifications. Confirm the defaulted reference time. 4-1-4 Complete your second notification directly in the list.
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Solutions: Helpdesk
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Unit: Helpdesk Unit: Simple Notification Processing
1-1
Creating a problem notification 1-1-1 Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) 1-1-2 Default values Field name or data type
Values
Business area
8000
Planning plant
1200
Sales Field name or data type
Values
Sales organization
1000
Distribution channel
14
Division
00
Save Continue End No 1-1-3 Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)
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Field name or data type
Values
Notification short text
Modem data transfer problem
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1-1-4 Notification number: See Notification. 1-1-5 Field name or data type
Values
Sold-to party
T-CSD##
1-1-6 Choose Contact person address. To select a contact person, call up the search help in the field Contact persons. 1-1-7 Field name or data type
Values
Equipment
T-CSE2##
Choose Enter to confirm the notification. 1-1-8 In the first notification item, select damage and a cause code. Code groups and code is copied to the notification using the search help. 1-1-9 Complete In the dialog box, choose Continue.
1-2
Creating an alternative type of notification 1-2-1 Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51) Field name or data type
Values
Notification type
S4
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1-2-2 Notification number: See Notification. 1-2-3 Field name or data type
Values
Notification short text
Disk space problem
Sold-to party
T-CSD##
Serial Numbers
1
Material
T-FSN##
Subject - longtext
Enter precise problem description
1-2-4 Save
Unit: Helpdesk Topic: Notification Receipt
2-1
Creating a service notification 2-1-1 Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) 2-1-2 Notification number: See Notification. 2-1-3 Field name or data type
Values
Notification short text
System breakdown
Sold-to party
T-CSD##
2-1-4 Choose Contact person address and then Create contact person. Enter the contact data and choose Save. (C) SAP AG
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2-1-5 Field name or data type
Values
Equipment
T-CSE1##
2-1-6 Structure list Select the material number R-1160 and then Choose. 2-1-7 Object information Display reference object Back Continue 2-1-8 Field name or data type
Values
Priority
Very high
Enter Yes 2-1-9 Items Enter two notification items with codes for Object part and Damage. 2-1-10 Select the first item and choose Causes. Enter two causes of damage for the first item. 2-1-11 Define tasks Continue Tasks (notification header level)
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2-1-12 The system determines two header tasks: Call customer back and Send technician onsite. You can see the planned end dates when you move the task list to the right. 2-1-13 Field name or data type
Values
2. Task: Person responsible
Personnel number 1502
2-1-14 Goto → Notification Structure Continue 2-1-15 Save
Unit: Helpdesk Topic: Notification Processing
3-1
Selecting and processing service notifications 3-1-1 Notification list editing Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58) Field name or data type
Values
Notification status
Outstanding
Notification date – from
Yesterday’s date
Ref. field monitor
2
Execute 3-1-2 In the list, choose Current... In Column set, click on Column Name to sort the fields. (C) SAP AG
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Select the field Created by and choose Show selected fields. Choose Copy. Select the new column and choose Sort in ascending order.. 3-1-3 Select your notification and choose Details. In the action box, choose Solution database. In the dialog window, choose Enter to confirm the search terms. In the next dialog window, select the appropriate symptoms and then choose Refine search for solutions linked to the selected symptoms... Select the first solution and choose Link the selected solutions. Additional notification tasks are created on the basis of solutions that have been assigned. 3-1-4 In the notification, choose Put in process and then Print. 3-1-5 Choose System → Own spool requests and click on SAPscript (OTF) for the spool request.
Unit: Helpdesk Topic: Notification Completion
4-1
Selecting and completing service notifications 4-1-1 Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58)
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Field name or data type
Values
Notification status
Outstanding, In process
Notification date – from
Yesterday’s date
Created by
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Execute 4-1-2 Select the notification and choose Details. 4-1-3 Tasks Select all tasks and choose Complete. Activities Select two activities. Choose Complete and then Enter to confirm the dialog box. 4-1-4 Select your second notification and choose Complete.
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Field Service Planning
Contents: z Simple order processing z Order entry and planning z Order processing z Order confirmation z Billing z Order completion
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Field Service Planning: Unit Objectives
At the conclusion of this unit, you will be able to: z List the contents and functions of service orders z Describe the steps in order processing z Create, process, and complete service orders
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
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Field Service Planning: Business Scenario
z The technician performs work at the customer site. z This work is either triggered by a problem message from the customer or performed as planned activities. z The work is documented and an invoice created.
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Simple Order Processing: Topic Objectives
At the conclusion of this topic, you will be able to: z Name the functions and contents of service orders z Describe the steps in simple order processing z Generate a service order from a notification z Perform a process flow for a simple order
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Service Order Functions
z Planning
Description
Resources
Deadlines
z Execution
Shop papers
Work progress documentation
Confirmation
z 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: y Description of work to be performed y Resource planning: Internal and external employees, materials, and tools y Scheduling for execution Support of execution and monitoring: y Printout of order papers containing information relevant for execution y Transfer of order data to hand-held devices y Documentation of work progress using activity reports and completion of operations y Confirmation of times, material withdrawals, goods receipts, and billing documents Settlement of expenses incurred as a result of the order: y Internal: Settlement of costs and revenues to controlling objects or to a contract y 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 should do
Which
Estimated,
Internal
Technical
what when?
materials
planned
and
objects
are
& actual
external
and
required?
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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Process Flow for Simple Order
Create service notification with service order
• Identify customer • Determine reference object(s)
Confirm and technically complete service order
Put service order in process
• Print order papers
• Working times • Material withdrawals • Notification activities
• Describe problem
• Damage and cause
• Describe activity
• Technically complete
• Assign personnel
Bill service order
• Create billing request • Create billing document
order • Complete notification
© SAP AG 1999
The employee enters a service notification for the customer call. Since a technician is required, the employee responsible generates a service order from the notification. Data is copied from the notification to the order. The notification and order are assigned to one another, and can be processed together. Since each order must contain at least one operation, you can maintain the data for the first operation on the order header screen. The system proposes the data for this operation from the order header data. The processor immediately puts the service order in process. The order receives the system status “Released" and shop papers are printed. After performing the work, the technician confirms the number of hours worked and the materials consumed. Additional information regarding activities, damage, and causes of damage are entered in the notification. The technician then technically completes the order, and simultaneously completes the notification. The employee responsible for order settlement creates a billing request from the service order. This is the basis for the creation of a billing document.
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Order Entry and Planning: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for planning operations and components z Plan an order with internal and external services as well as components
© SAP AG 1999
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Process Flow in Service Order Processing
Creation Planning Planning Release Print/communication Execution Confirmation Technical completion Billing document Settlement Business completion © SAP AG 2003
The order processing steps shown here represent the maximum scope. You can skip certain steps, or perform several steps simultaneously. You can also automate steps such as billing, settlement, and conclusion. They can also be executed in a collective run.
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Order Creation Options
z Direct entry z Generate a service order from a service notification z Create for an existing notification z Combine several notifications in one order z Generate from a sales order item z 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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Order Operations - Internal Processing z Description of activity
Text
Service numbers
Sub-operations
z Performing work center z Employee and requirements assignments z Planned working time and duration z Activity type z Deadlines z Relationships © SAP AG 1999
Work performed internally is planned in the operations for internal processing. The attributes of the operation are defined by the operation control key. The work to be performed is described in the short and long texts. Alternatively, you can describe the work to be performed using the service numbers and quantities assigned to the operation. Operations can be structured using sub-operations. However, the data for sub-operations is transferred to capacity planning, not to order scheduling. Assignment of personnel can be made on the requirements assignment overview screen. Capacity requirements are generated at personnel level from the splits defined here. The planned working time is important for determining capacity requirements, whereas the duration of the operation is equally important for scheduling. The system determines the operation deadlines using the scheduling function. You can enter scheduling restrictions for each operation. The system proposes the activity type for determining planned costs from the master record of the performing work center as a default. Relationships represent the logical dependencies between the operations for one of more orders. A network is a possible result of relationships.
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Scheduling and Capacity Planning
Scheduling = Calculation of start and end dates for orders and operations
Capacity planning = Comparison of available capacity and required capacity
Free Available
Required
© SAP AG 2001
The two basic types of scheduling are forwards scheduling and backwards scheduling. The scheduling interface (CS-SDL) allows you to use an external system to manage scheduling and deployment of technicians for your company. You can use this interface to copy scheduling and deployment data from previous/existing systems to the SAP system. Capacity planning is aimed at determining available capacity at the individual service work centers and optimizing its utilization in view of constantly changing requirements. The following tools are available: y Evaluation of required/available capacity. Available capacity is the available working time. Required capacity is the amount of working time that is planned in operations for an order. y Capacity leveling (in graph or table form) When performing capacity leveling, you can change orders directly in the planning table. You can also assign employees to operations here.
The graphical monitor enables you to obtain an up-to-date overview of the work that has been assigned to individual technicians in a work center. The system displays the absence times from the application component HR - Time Management as well as the capacity load records (assigned order operations) for all technicians assigned to a work center.
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External Services in the Order
Operations for external processing: z Service - external:
Enter a text for an operation
Generate a purchase requisition with item category "Standard purchase order"
z 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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Order Components
z Stock items
Stock material
Creation of reservations
z Non-stock items
Direct material reference
Creation of purchase requisitions
z Text items
Materials without material master
Notes
© SAP AG 1999
For order components, there are three different item categories: Stock items: Material to be withdrawn from a warehouse for the order. Reservations are created. Non-stock items: Material to be obtained specifically for the order. You do not have to enter a material number. Purchase requisitions are created. Text items: User-defined text is entered. Text items are used for materials without a material master record or for comments.
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Stock Material: Process Flow
Component assignment Material reservation
Availability May check
Order release
Printing Automatic availability check May
Goods issue
© SAP AG 1999
You can perform an availability check for each component item or for all components in the order when assigning components. The material availability list enables you to obtain an overview of the availability situation. Material reservations are generated when you save the order, and depending on the order type, are effective when you save or release the order. An automatic availability check may be made when you release an order. It is possible to release the order even in the event of non-availability. You can also print out a material pick list and withdrawal slip when you print the order papers. Planned goods issues are entered with reference to the reservation or order number. The system proposes the planned components for withdrawal posting as a default. If the goods issue is unplanned, you must enter the order number, material number, and quantity.
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Non-Stock Material: Procedure
Component assignment Purchase requisition Purchase order Order release Goods receipt Company 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.
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Service Order with Advance Shipment
Creation of service order
Advance shipment
Customer order
Material selection from order component list 1000783
PC Maxitec R-1160 Screen R-1120 Cable R-1130 Keyboard
Material selection from structure list
Item 10 20
Sales order for advance shipment
© SAP AG 1999
If the materials required for executing the work should be sent to the customer, you can create a sales order for advance shipment from the component overview of the service order. You can thereby create the material items for the sales order by selecting the components in the service order, or by selecting from the structure list for the reference object. In the following sales order dialog box, it is possible to supplement and change the material items proposed from the service order. If changes are made to the items in the sales order, the service order is not updated. The sales order is saved together with the service order. The advance shipment sales order is displayed in the document flow for the service order. The service order and the components copied to the sales order are assigned the system status "Advance shipment occurred". The system also automatically sets the indicator "Non MRP-relevant" in the service order for the spare parts. Only one sales order is created for a service order. If an advance shipment of additional material components is required later, the existing sales order can be enhanced from the service order. Generating advance shipment sales orders using the sales document type consignment fill-up offers you additional options (customer consignment).
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Service Quotations
z Options for drawing up quotations:
Create quotation from the planned data of a service order
Generate a service order from a quotation item
z Options for Billing
Planned effort
Actual effort
Fixed price of service product
© SAP AG 2003
You can create a quotation from the planning data of a service order. The service order is used as a planning tool for the estimate. The quotation items are either generated from the planned effort for the service order or contain the service product in the service order header. Alternatively, you can automatically generate a service order for the subsequent execution of the work from a service item in the quotation when creating a quotation in the Sales and Distribution (SD) application component. If you create a sales order with reference to this quotation, the service order is then assigned to the corresponding sales order item. Depending on the settings of the dynamic item processor profile (DIP profile), the services performed are billed on the basis of planned effort, actual effort, and the fixed price of the service product. The DIP profile is located in the administrative data of the order header and controls quotation creation as well as resource-related billing.
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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 Billing document with reference to document service order create
• Fixed price or • Planned effort or • Actual effort
© SAP AG 2003
You have created a service order. As long as you have not released this order, you can generate a quotation from it. This contains the result of service order planning or a service product (service material). The service order receives the status "Quotation created". A prerequisite for the above is that you have entered a dynamic item processor profile for creating quotations. The service order cannot be released as long as the quotation has not been accepted. If the quotation is accepted, the status "Quotation accepted" is set in the service order. The quotation is given the status "completed". A billing request is created when the quotation is accepted. This billing request can be used as the basis for billing with the fixed price from the quotation. The service order will be billed based on the quotation with the planned effort, the actual effort, or the fixed price of the service product.
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Order Processing: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for order processing z Select orders and operations z Put orders in process and print them
© SAP AG 1999
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Service Orders - List Editing z Why?
Searching for a particular order Simultaneous processing of several orders Limiting the work list
z Scope
Single or multi-level orders Order operations Order components Order permits
z Options
Field selection Selection conditions Sorting Monitor
© SAP AG 1999
There are many reasons why the system should support you in selecting order data: y You want to change or display a particular order, but you do not know its number. y You want to change or display several orders that have certain characteristics. y You want to perform particular functions simultaneously for several orders that have certain characteristics. y You want to obtain an overview of all the operations, components, or permits that meet certain criteria. The system provides the following options: y Field selection: Display of the most important fields in the list. y Options for selecting and sorting based on the field contents displayed. y Monitor for orders with easy-to-understand symbols (traffic light colors). In the lists of orders, a traffic light symbol can be displayed by selecting ‘Monitor'. This symbol provides information at a glance. The information monitored can be: Priority, order start and end dates, scheduled start and end dates.
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Order Release
Shop Shop papers papers Put in process
Status Status 'RELEASED' 'RELEASED'
Release
© SAP AG 2003
When you perform the function "Put in process", the shop papers can be printed and the order is released (status 'RELEASED') and saved at the same time. The function "Release" is used to release the order without a printout (without saving automatically). The following functions can only be executed once the order has been released: y Printing of shop papers y Posting costs to the order (time confirmations, material withdrawals, goods receipt postings, and so on) y Revenue postings to the order by generating billing documents y Technical and business completion of the order Depending on the settings for the order type, you can check the availability of capacity, materials, and production resources and tools when you release an order. You can also configure the system reaction in the event of non-availability (no reaction, warning, or error message). Moreover, a settlement rule containing details of the settlement receiver can be automatically defined when an order is released.
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Printing / Faxing Order
z Operation control ticket z Job ticket z Pick list z Material withdrawal slip z Completion confirmation slip z Time ticket
© SAP AG 1999
You can either print or fax the order papers. In der Standardeinstellung sind folgende Druckausgaben beim Auftragsdruck möglich: The following printouts are possible when you printing using default settings: y Operation control ticket: Complete overview of the order with partner, customer, and operation data y Job ticket: Overview that accompanies the order with operation data and components y Pick list: Shows the warehouse clerk which materials have been scheduled y Material issue slip: Required when issuing material from the warehouse y Completion confirmation slip: For entering actual dates, working times, and confirmation information for each operation y Time ticket: For entering the time needed for each operation y Object list: List of order objects You can set which papers should be printed for which order type. You can also make this selection using print call up(select “print with dialog box”).
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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: y Display and confirm service orders y Create, display and change service notifications y Display customer and order data y 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: y Equipment display and changes to existing equipment hierarchies. (C) SAP AG
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y Process and create service notifications and orders. The billing function is not supported. y Create confirmations y Time recording and travel expenses y Display and maintain business partner or customer data y Display contract data for the customer y Create and print service reports for the customer
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Order and Operation Statuses Additional order statuses: • Material confirmed • Advance shipment made • Printed • Settlement rule
Order created
• Goods movement • Partially confirmed • Finally confirmed • Billed
Order released
Order technically completed
Order completed
Operation status: • Created • Released • Partially confirmed • Finally confirmed © SAP AG 1999
The system status is assigned automatically for certain activities. The system status informs you of the current status of an order or operation. An order or operation can have more than one system status simultaneously. The system status imposes certain processing restrictions. For example, an order cannot be closed if it has not been fully settled. If you require more than the available number of system statuses, you can also define individual user statuses. You then define dependent restrictions for these user statuses. You can set user statuses for the order or for the order operations. It is also possible to lock an order from further processing.
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Order Confirmation: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for completion confirmation z Confirm hours worked z Create activity reports for the order z Confirm material withdrawals z Technically complete an order
© SAP AG 1999
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Order Confirmation z Working time: Internal activity z External services
Goods receipt Service entry sheet
z Activities
Activity reports Completion confirmation texts
z Material postings
Planned withdrawals Unplanned withdrawals Goods receipt for purchase order
z Object changes © SAP AG 2003
z 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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Time Confirmation z Functions:
Single entry
Collective entry with/without operation selection
Overall completion confirmation
Time Sheet
z Entries:
Order and operation number or confirmation number for operation
Performing work center
Personnel number (if required)
Actual working time
Scope: Partial or final confirmation
Further information
© SAP AG 1999
The following functions are available for confirming the time required for internal activity: Single entry (one screen per confirmation document), collective entry directly and with operation selection, and overall completion confirmation. The cross application time sheet (CATS) enables you to make a standard entry of the hours worked for different target applications. Times are assigned by entering the order and operation numbers or by entering the internally assigned confirmation number for the operation. The system proposes the performing work center as a default from the planning data. The personnel number is an optional entry. On confirmation, the operation and order are assigned the system status “Partially confirmed" or “Finally confirmed". The order is assigned the status “Finally confirmed" once all the operations for the order have been completely confirmed. Material reservations that are still outstanding (material has not been withdrawn) can be posted when times are recorded. Further information that can be entered: The estimated remaining working time; date and time for work start and end; a forecast for the operation end; a reason code that justifies the difference between planned and actual times; user-defined short and long texts.
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Activity Report
z Completion of notification for order z Entry of activity reports
Independent of time confirmation
Can be called up from the time confirmation
z Contents of activity report
Reference object
Items: Object parts, damage, causes
Activities
© SAP AG 1999
You can confirm the activities performed, as well as confirming damage and malfunction data as notification data using catalogs. If a service notification already exists for the order, it can be updated in the completion confirmation. You can also create one or more notifications of type “Activity report" and assign them to the order. The activity reports created for an order appear in the order object list.
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Material Confirmation Stock material: z Planned material withdrawals
With reference to the reservation number
With reference to the order number
Backflush
z Unplanned material withdrawals
With reference to the order number
Non-stock material: z Goods receipt in MM
Order debiting (value: purchase order value)
z Invoice verification and creation in MM
Debiting/crediting the order
© SAP AG 2001
You can confirm withdrawals of stock material either from a transaction in the Materials Management application component, or from the time confirmation (single entry or overall completion confirmation). For planned withdrawals, the system proposes planned material after you have entered the reservation or order number. You can then post the planned material. In the case of backflushing (indicator in the order component), the system automatically posts material withdrawals as soon as you have entered the first time confirmation for the operation. Unplanned material withdrawals are recorded simply by entering the order number, material number, and quantity. When a valuated goods receipt is entered for non-stock material, the purchase order value (multiplied by the goods receipt quantity) is debited to the service order value. If differences between the order and invoice values occur then, these differences are credited or debited to the service order when the invoice is processed. You can display the goods movements entered in the list of goods movements for the order as well as in the document flow.
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Non-Stock Material Confirmation
z Goods receipt in MM
Order debiting
Value: Purchase order value
z Invoice verification and creation in MM
The order is debited or credited with the differences between the purchase order and invoice values.
© SAP AG 1999
When a valuated goods receipt is entered for non-stock material, the purchase order value (multiplied by the goods receipt quantity) is debited to the order. Should differences occur between the order and invoice values, these differences are credited or debited to the service order when the invoice is processed.
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Technical completion
z Documents that all work has been completed z Fixes location and account assignment data z Reference time set z All associated notifications can be closed z Cancellation of outstanding capacities z Cancellation of outstanding reservations and purchase requisitions z 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: y Capacity requirements which have not been completely confirmed y Material reservations for which a withdrawal posting has not yet been performed y 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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Billing: Topic Objectives
At the conclusion of this topic, you will be able to: z List the billing options for service orders z Perform resource-related billing for service orders z Process expenditure items z List the options for processing warranty work
© 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: y First level: The system summaizes the data records for the overview screen of the dynamic items. y 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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Billing Service Orders
z Flat-rate or according to effort z On the basis of planned or actual costs z With or without service product z Flexible material determination z Data aggregation possible z Creation of credit memo requests
© SAP AG 2003
You have different options at your disposal for billing service orders. You can perform billing with a fixed price, according to effort or in combination. Billing can not only be performed based on individual line items but also on different sources (totals records). Billing can be performed with or without service products (service material). You can assign a service product in the service order header to describe the services to be provided for the customer to bill the services with a fixed price. If the order has the billing form "flat-rate", you can bill the customer for the sales price of this service product. You can define the procedure for material determination for billing request items. There are many options for aggregating data. Credit memo requests are automatically created for negative amounts. Definition takes place once you have specified a form of billing and a dynamic item processor profile (in the control view) in the service order.
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Warranty Processing
z Warranty check:
Notification processing
Order processing
Creation of billing request
z 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: y Processing of the notification or service order y 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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Order Completion: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for order completion z Analyze the order result z Describe the principle of order settlement z Settle an order z Complete an order
© SAP AG 1999
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Cost and Revenue Analysis in the Service Order
By value category Estimate Plan
By cost element Actual
Internal service External service Material Other costs
Plan Actual Internal service External service Spare parts Auxiliary material Travel expenses
Revenues Revenues Service order
© SAP AG 2003
Costs and revenues are collected and displayed on the order header level. Revenues are only posted to the order if the order type is classified as revenue-bearing. There are two views for costs and revenues. Estimated, planned, and actual costs as well as quantities are shown in the value category overview. A value category contains one or more cost elements. The planned and actual costs as well as quantities structured by cost elements appear in the cost report planned/actual comparison (CO report). Estimated costs can be entered manually as long as the order has not been released. Planned costs are determined according to the planning data for the order (operations and components). This occurs every time you save the order or call up the function "Costing". Revenues cannot be estimated. Planned revenues occur when a billing request is created. Actual costs are the result of completion confirmations and other cost postings to the order. Actual revenues result from the creation of billing documents for the order.
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Order Settlement Settlement receiver
z Settlement = Further allocation of costs and revenues for an order to the settlement receiver(s). z These are located in the settlement rule. Costs Revenues
Service order
z This can be automatically determined based on the order header data entered. z Manual changes to the settlement rule are possible.
© SAP AG 1999
Prerequisites for the settlement of a service order: y The order must be released. y A settlement rule must exist. y 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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Business Completion
z Prerequisites:
Order is released or technically completed
Order is completely settled
z 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
z Service orders are used to plan, manage, execute, document, and settle service tasks. z A service order consists of an order header, operations, components, and tools. z Times, activities, material withdrawals, and goods or invoice receipts can be confirmed for an order. z A customer can be billed for the order based on resource-related billing or with a fixed price. z An order can bear costs and revenues which are settled to the settlement receiver.
© SAP AG 1999
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Exercises: Field Service Planning
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Unit: Field Service Planning Unit: Simple 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 1-1-1 Your customer informs you that the network server has broken down. Create a service notification (notification type Problem notification). 1-1-2 Which notification number is assigned by the system? 1-1-3 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. Select damage. 1-1-4 From the notification, create a service order for deployment of the technician. Confirm the entry for the service order: Order type:
SM02
Planning plant:
1200
Business area: Main work center:
8000 PC-SERV/Plant 1200
1-1-5 In the first operation of the service order, enter a planned work time of 4 hours. 1-1-6 Set the order to in process. (C) SAP AG
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Print the shop papers without dialog box. 1-1-7 What order number is assigned?
1-2
Confirming the service order 1-2-1 Enter the confirmation for technician deployment. Use the function Overall completion confirmation. 1-2-2 Choose the path Extras → Settings, choose the profile CS0001, and save the settings. 1-2-3 Enter the order number and use Enter to confirm. 1-2-4 For the first operation, enter an actual time of 3 hours. Create a second time confirmation by entering the operation number 10 in the second line and confirming with Enter. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours). Enter a goods issue for the material number R-1120, quantity 1 from plant 1200, storage location 0001. 1-2-5 Enter a cause code for the first item in your service notification. 1-2-6 Technically complete the order and save the confirmation data.
1-3
Resource-related billing 1-3-1 Create a billing request in Individual processing for your service order. What number does the billing request have? 1-3-2 What net value is charged to the customer?
1-3-3 Delete the billing block and create a billing document directly from the billing request. 1-3-4 Save the billing document. What number does the billing document have? (C) SAP AG
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1-3-5 Choose the function Display billing document. 1-3-6 Enter the billing document number and display the print output on the screen. Use Execute to confirm the two dialog boxes that appear.
Unit: Field Service Planning Topic: Order entry and planning At the end of these exercises, you will be able to: • Create a service order with operations/components for internal and external processing • Create a quotation from a service order There is a large amount of work to be performed for a customer. More employees and the services of external firms are required. Particular materials are also required for the work. The customer receives a quotation for the work based on a cost estimate.
2-1
Creating a service order with operations 2-1-1 Create service order You have been asked to enhance a customer’s network server. Create a service order with Order type SM02 and equipment T-CSE1##. Enter a corresponding order short text. 2-1-2 What work center is defaulted from the equipment master record? 2-1-3 Enter another employee from the work center as the Person Responsible for the order. For the start and end date, enter today’s date and the time 8:00am. 2-1-4 Choose Operations and create three internal processing operations. Preparation work, work: 1 hour Enhancement, work: 6 hours Test run, work: 1 hour Work center is PC-SERV each time
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2-1-5 Which service type is defaulted in the operations?
2-1-6 The test run should take place the day after tomorrow. Select this operation and choose Dates. Enter as a start-time restriction that the operation must begin at 8am the day after tomorrow. 2-1-7 Return to the operation overview, choose Schedule, and display the operation dates that the system has determined. 2-1-8 Save the service order. What order number is assigned?
2-1-9 Graphical Monitor You want to see an overview of order operations that have been assigned to technicians. Call up the graphical monitor for the work center PC-SERV, plant 1200. Display the period of time from today until the day after tomorrow. 2-1-10 Display one of the order operations that has been assigned. 2-1-11 External Services in the Order Change the service order for the server enhancement. Add an external processing operation with the control key SM02 and the text Cleaning. Quantity: 1 PU (Activity unit) Price: Vendor:
500 EUR 1000
2-1-12 Add an external processing operation with the control key SM03 and the text Services. Enter the services Network cabling (service number 100133) and Installation USV (service number 100137), each with an PU and a price of 1000 EUR. 2-1-13 Save the order. 2-1-14
Change the order again.
2-1-15 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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2-2
Material planning 2-2-1 Add the following components from the structure list to the second operation: •
Cable with shock-proof plug
•
Hard drive, 20 GB
2-2-2 In addition, add the following non-stock item: •
Material R-1133, quantity 1, item category N
2-2-3 Check the availability of the first material. 2-2-4 Go back to the operation overview and call up the availability check for all stock materials. Are all stock materials available? 2-2-5 Save the order. 2-2-6
Change the order again.
2-2-7
Display the material availability list. Define the following data:
2-2-8 Reservation number of the first component: 2-2-9 Purchase requisition number of the third component:
2-2-10 Check the planned costs for this order. Sum of the planned costs:
2-3
Creating quotations 2-3-1 Your customer would like a quotation for performing a PC installation. To calculate a quotation, you first create a service order. The required activities are planned in this order. Create a service order with the order type SM02 for the functional location TCST##-PROD.
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2-3-2 Use the order to create a quotation for PC installation. Enter a suitable short text. 2-3-3 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. 2-3-4 Call up the detail screen for the first operation and assign the following stock material to the operation: Material number R-1120, required quantity 10 pieces, item category L. 2-3-5 Save the service order. What order number is assigned?
2-3-6 Create quotation for service order Create a quotation for the service order you have just created. Enter the order number and choose Sales price basis view. 2-3-7 What net value will appear in the order? 2-3-8 Save the quotation. 2-3-9 What number is given to the order?
2-3-10 Accept quotation The customer accepts the quotation. Change the service order and accept the quotation. 2-3-11 What number does the automatically created billing request have?
Unit: Field Service Planning Topic: Order Processing At the end of these exercises, you will be able to: • Select orders • Put orders in process, release, and print them.
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The work will be carried out soon. All documents and material required to perform the work are prepared for the technicians.
3-1
Selecting, releasing, and printing service orders 3-1-1 Some orders must be released. You use the order list to do this. Select you service orders in the function Service Order List - Change. 3-1-2 Select the Order status outstanding and enter the period of time from yesterday to tomorrow. So that only your orders appear, enter your user name in Entered by. Choose Execute. Note: If only one order has been found, you will branch directly to the order detail screen. 3-1-3 Select the order for the server enhancement and choose Detail. Set the order to in process. Choose Print + online window. Confirm all shop papers that are defaulted and choose Print/fax. 3-1-4 Select the order for the PC installation and release it. 3-1-5 Leave list editing. 3-1-6 Display the print output on the screen.
Unit: Field Service Planning Topic: Order Confirmation At the end of these exercises, you will be able to: • Confirming hours worked • Enter activity reports for the order • Confirming material withdrawals • Technically complete the order
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Once the work has been completed, the materials taken from stock and the hours worked are entered. Work performed is documented. All the work is documented when it is complete.
4-1
Confirming material withdrawals 4-1-1 Post the goods issue for the planned components used in the service order for the server enhancement. Choose the activity Goods issue and the reference document order. Take the order number into consideration and enter the storage location 0001. 4-1-2 A disk drive was also needed. Post to the same service order an unplanned goods issue for Material R-1150 (disk drive), quantity 1. Plant:
1200
Storage location: 0001
4-2
Confirming hours worked The server enhancement and PC installation is complete. 4-2-1 Overall completion confirmation Choose the function Overall completion confirmation. 4-2-2 Enter the order number for the server enhancement and use Enter to confirm. 4-2-3 Enter the actual work times for the first three operations. Delete the lines containing the fourth and fifth operations. 4-2-4 Save the confirmation. 4-2-5 Enter your service order number for the PC installation. 4-2-6 Enter an actual work time for each operation. For the first operation click on Data for operation (magnifying glass), to confirm the components. Enter storage location 0001. Save the confirmation.
4-3
Confirming times and activities 4-3-1 When enhancing the network server, a defective disk drive was also exchanged. Record this fact by entering a time confirmation in the function Overall completion confirmation. Enter the order number and the operation number 10. Confirm the warning messages that say final confirmation has already taken place for the order and the operation. 4-3-2 Enter an actual work time of one hour in the first operation. Because warranty services are involved, choose the accounting indicator Warranty.
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4-3-3 From the overall completion confirmation, enter a notification of the type activity report. 4-3-4 Change the short text accordingly. In the item data, choose an object part, damage, and a cause code, and enter notification activity documents. 4-3-5 Return to the overall completion confirmation and save the confirmation.
4-4
Technical completion 4-4-1
All work is now complete, so you can technically complete the order. Select both your orders in the function Change service order lists.
4-4-2 Order status: In process Time:Yesterday to the day after tomorrow Entered by: Your user name 4-4-3 Technically complete both orders. You can also complete the activity report.
4-5
Displaying the order 4-5-1 You check again that all data has been entered before the order is billed. Display the order for the server enhancement. 4-5-2 Display the document flow and the lists of confirmations/goods movements. 4-5-3 Display the cost report.
Unit: Field Service Planning Topic: Billing At the end of these exercises, you will be able to: • Process dynamic items for a service order • Create a billing request for a service order • Create a billing document The customer is billed for the work.
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5-1
Creating a billing request 5-1-1 You must first create a billing request for the service order in order to be able to create a billing document. Choose the function Billing Request – Process Individually. 5-1-2 Enter the order number for the server enhancement and choose Expenditure view. 5-1-3 The disk drive should not be included in the bill. Therefore select the dynamic item and choose Cancel all. 5-1-4 Switch to the Sales price view. 5-1-5 What net value is charged to the customer? 5-1-6 What has happened to the time confirmation for which you entered an accounting indicator? 5-1-7 Save the billing request. Delete the billing block in the billing request and save again. What number does the billing request have? 5-1-8 Change the billing request for the order with the quotation and delete the billing block.
5-2
Creating a billing document 5-2-1 Choose the function Process Billing Due List. 5-2-2 Select from yesterday to today as Billing date. For the Sold-to party, enter your customer with the number T-CSD##. Select under Documents to be selected “Order-related”. 5-2-3 Display the billing due list and save the billing documents. 5-2-4 How many billing documents were created? What numbers do they have?
Unit: Field Service Planning Topic: Order Completion
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At the end of these exercises, you will be able to: • Display the result of a service order • Settle an order • Complete an order Service order results are transferred to Controlling where they can be evaluated in aggregated form. Further posting to orders is blocked after settlement has taken place.
6-1
Cost and revenue analysis 6-1-1 Display the order for the server enhancement. Choose Costs and display the overview according to value categories. 6-1-2 Display the Report planned/actual. 6-1-3 How high is the result of the order?
6-2
Determining the settlement rule 6-2-1 Display the settlement rule for the order. Account assignment category: 6-2-2 Display the detail screen for a distribution rule and display the profitability segment account assignment.
6-3
Settling an order 6-3-1 Choose the function Order settlement – Single settlement. Enter Controlling area 1000. 6-3-2 Enter the order number for the server enhancement. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute. Do the same for the order PC Installation. 6-3-3 Display the order for the server enhancement. Choose Costs and display the Planned/actual report. 6-3-4 What has changed?
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6-4
Business completing orders 6-4-1
Choose Service Order List – Change.
6-4-2 Select all completed orders (entered by you) in the period of time yesterday to tomorrow. 6-4-3 Select the orders for the server enhancement and the PC installation and business complete the orders.
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Solutions: Field Service Planning
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Unit: Field Service Planning Unit: Simple Order Processing
1-1
Creating a service notification with a service order 1-1-1
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) 1-1-2 Notification number: See Notification. 1-1-3 Field name or data type
Values
Notification short text
Server breakdown
Sold-to party
T-CSD##
Equipment
T-CSE1##
Priority
High
Redetermine dates: Yes Select damage. 1-1-4 ServOrder Choose Enter to confirm the information in the dialog window. 1-1-5 Field name or data type
Values
Work durtn.
4 hours
1-1-6 Put in process In the dialog box, choose Continue. (C) SAP AG
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1-1-7
1-2
Order number: See system message
Confirming the service order 1-2-1
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) 1-2-2
Extras → Settings Field name or data type
Values
Profile
CS0001
Save 1-2-3 Field name or data type
Values
Order
Your order number
Enter 1-2-4 Field name or data type
Values
Actual time
3
Operation (second line)
10
Enter
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Actual work (second line)
1
Service type (second line)
1413
Material
R-1120
Quantity
1
Plant
1200
Storage location
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1-2-5 Select the notification item and choose Causes. Select a damage code. Select 1-2-6 Technical completion Save Enter
1-3
Resource-related billing 1-3-1
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. 1-3-2 The net value appears above/right. 1-3-3 Field name or data type
Values
Billing block
Delete
Choose the path
Sales document → Billing 1-3-4 Save Number of billing document: See system message. 1-3-5 (C) SAP AG
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Logistics → Customer Service → Service Processing → Completion → Billing Document → Display (VF03) 1-3-6 Enter the billing document number and choose Billing document → Issue output to → Screen. Choose Execute twice.
Unit: Field Service Planning Topic: Order entry and planning
2-1
Creating a service order with operations. 2-1-1 Create service order
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type
Values
Order type
SM02
Equipment
T-CSE1##
Enter Field name or data type
Values
Order short text
Enhance server
2-1-2 Work center responsible: PC-SERV 2-1-3
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Field name or data type
Values
Person responsible
Use search help to select
Order start
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Order end
Tomorrow at 8am
2-1-4 Operations Field name or data type
Values
Short text operation / Work
Preparation work / 1 Enhancement / 6 Test run / 1
2-1-5 Default activity type: 1410 2-1-6 Select the third operation and choose Dates. For Restriction start point must begin on, enter the day after tomorrow’s date and the time 8:00. 2-1-7 Back Schedule 2-1-8 Save Order number: See system message.
2-1-9
Graphical Monitor
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Graphical Monitor (I_GRAPH_MONITOR)
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Field name or data type
Values
Work center
PC-SERV
Plant
1200 LO110
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From date
Today
To date
Day after tomorrow
Start monitor 2-1-10 Select one of the operations (green bar) and choose Display object.
2-1-11
External Services in the Order
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type
Values
Order
Your 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 2-1-12
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Field name or data type
Values
Control key
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Operation short text
Services
Select the operation and choose General. Field name or data type
Values
Service number / Quantity /
100133 / 1 /
Gross price
1000
Service number / Quantity /
100137 / 1 /
Gross price
1000
2-1-13 Save 2-1-14 Operations 2-1-15 Select both external processing operations and choose Act. data to display the purchase requisition numbers.
2-2
Material planning 2-2-1
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type
Values
Order
Your order number
Operations Select the second operation and choose General. Selection: Structure list Select the components with material numbers R-1120 and R-1160 and then Choose. (C) SAP AG
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2-2-2 Field name or data type
Values
Component
R-1133
Requirement quantity
1
Item category
N
Continue 2-2-3 Select the first component, choose Check material availability and then Continue. 2-2-4 Back Material availability, overall 2-2-5 Save 2-2-6 Components 2-2-7
Order → Functions → Availability → Availability list Back 2-2-8 Select the first component and choose Gen. data to define the reservation number. Back 2-2-9 Select the third component and choose Purchasing to define the number of the purchase requisition. 2-2-10 (C) SAP AG
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Choose Back and then Costs to display the planned costs.
2-3
Creating quotations 2-3-1 Create service order
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 2-3-2 Field name or data type
Values
Order short text
PC Installation
2-3-3 Operations Field name or data type
Values
Work (first operation)
10 hours
Second operation: Operation short text / Work /
Drive hours / 4 hours /
Activity type
1413
2-3-4 Select the first operation and choose General.
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Field name or data type
Values
Component
R-1120
Requirement quantity
10
Item category
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2-3-5 Save Order number: See system message.
2-3-6
Create quotation for service order
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 2-3-7 Net value: See column net value. 2-3-8 Choose Create quotation and then Yes to confirm. 2-3-9 You see the quotation. Choose Save.
2-3-10
Accept quotation
Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type
Values
Service order
Your order number
Header data
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Choose the path Order → Functions → Accept quotation.
2-3-11
Number of billing request: See system message.
Unit: Field Service Planning Topic: Order Processing
3-1
Selecting, releasing, and printing service orders 3-1-1
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72) 3-1-2 Field name or data type
Values
Order status
Outstanding
Period from
Yesterday
Period to
Tomorrow
Created by
Your username
Execute 3-1-3 Select the order for the server enhancement and choose Detail. Choose Put in process and then Print with online window. Print/fax
3-1-4 Select the order for the PC installation and choose Release order. 3-1-5 Back (twice)
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3-1-6 Use System → Own spool requests to display the print output.
Unit: Field Service Planning Topic: Order Confirmation
4-1
Confirming material withdrawals 4-1-1
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MIGO) Field name or data type
Values
Activity
Goods issue
Reference document
Order
Order
Your order number
Enter Tabstrip Wk Field name or data type
Values
Storage location
0001
Item OK
Set indicator
Select the second row. Tabstrip Wk Field name or data type
Values
Storage location
0001
Item OK
Set indicator
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Field name or data type
Values
Plant
1200
Storage location
0001
Material Field name or data type
Values
Material
R-1150
Quantity Field name or data type
Values
Quantity in units of entry
1
Account assignment Field name or data type
Values
Order
Your order number
Post
4-2
Confirming hours worked 4-2-1 Overall completion confirmation
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) 4-2-2 Field name or data type
Values
Order
Your order number
Enter 4-2-3 Field name or data type
Values
Actual time
Enter a time for the first three operations
Select the fourth and fifth operations and choose Delete line. 4-2-4 Save (C) SAP AG
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4-2-5 Field name or data type
Values
Order
Your order number
Enter 4-2-6 Field name or data type
Values
Actual time
Enter times
Operation data Field name or data type
Values
Storage location
0001
Save Enter
4-3
Confirming times and activities 4-3-1
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) Field name or data type
Values
Order
Your order number
Operation
10
Enter Yes (twice) 4-3-2 Field name or data type
Values
Actual time
1
Accounting indicator
G1
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4-3-4 Field name or data type
Values
Notification short text
Disk drive changed
Object part
Disk drive
Damage/problem
Diskette cannot be read
Cause code
For example, poor construction
In Activities, select an activity code. 4-3-5 Back Save
4-4
Technical completion 4-4-1
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72) 4-4-2 Field name or data type
Values
Order status
In process
Period from
Yesterday
Period to
Day after tomorrow
Created by
Your username
Execute 4-4-3 Select your orders, choose Complete (technically), and then incl. notifications.
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4-5
Displaying the order 4-5-1
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33) Field name or data type
Values
Order
Your order number
Header data 4-5-2 Document flow Back
Extras → Order documents → Completion confirmations Back
Extras → Order documents → Goods movements Back 4-5-3 Costs
Unit: Field Service Planning Topic: Billing
5-1
Creating a billing request 5-1-1
Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90) 5-1-2
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Field name or data type
Values
Service order
Your order number
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Expenditure view 5-1-3 Select the line containing the material number R-1150 and choose Cancel all. 5-1-4 Sales price view 5-1-5 The net value appears above/right. 5-1-6 Expand All Nodes A discount of 100% is calculated for the time confirmation with accounting indicator. 5-1-7 Save billing request and then Yes. Field name or data type
Values
Billing block
Delete
The billing request number is displayed. Save 5-1-8
Logistics → Customer Service → Service Processing → Order → Sales Order→ Change (VA02) Field name or data type
Values
Order
Billing request number
Enter Field name or data type
Values
Billing block
Delete
Save
5-2
Creating a billing document 5-2-1
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Logistics → Customer Service → Service Processing → Completion → Billing Document → Edit Billing Document List (VF04) 5-2-2 Field name or data type
Values
Billing date from
Yesterday
Sold-to party
T-CSD##
Documents to be selected
Order-related
5-2-3 Display billing due list Save 5-2-4 Select the line containing the group number and choose Documents to see the invoice numbers and the number of invoices.
Unit: Field Service Planning Topic: Order Completion
6-1
Cost and revenue analysis 6-1-1
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33) Field name or data type
Values
Order
Your order number
Costs 6-1-2 Report planned/actual
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6-1-3 Result of the order: Column Total actual, last line. Back
6-2
Determining the settlement rule 6-2-1 Settlement rule Account assignment category: Result object 6-2-2 Select a line and choose Detail to display the settlement receiver. Then choose Profitability segment – Display account assignment.
6-3
Settling an order 6-3-1
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88) Field name or data type
Values
Controlling area
1000
(If necessary, window no longer appears) Enter 6-3-2 Field name or data type
Values
Order
Your order number
Settlement period
Current month
Test run
Delete indicator
Execute Back (C) SAP AG
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6-3-3
Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33) Field name or data type
Values
Order
Your order number
Costs Report planned/actual 6-3-4 A credit is created, the actual sum for the order is zero.
6-4
Business completing orders 6-4-1
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72) 6-4-2 Field name or data type
Values
Order status
Completed
Period from
Yesterday
Period to
Tomorrow
Created by
Your username
Execute 6-4-3 Select your orders and choose the path
Order → Completion → Complete (Business) Confirm using Complete orders.
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Returns and Repairs
Contents: z Overview z Order entry and returns delivery z Technical check and repairs processing z Outbound delivery and billing
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Returns and Repairs: Unit Objectives
At the conclusion of this unit, you will be able to: z Name the options and process flow for returns and repairs processing z Create and process a customer repairs order
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
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Returns and Repairs: Business Scenario
z A customer returns a defective device and requests that it be repaired. z The item is repaired and returned to the customer. z The repairs are charged to the customer. z Variations of this scenario are possible, for example, the delivery of loan equipment and exchange parts.
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Overview: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the options and process flow for returns and repairs processing
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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.
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Phases of Repairs Processing The phase is started by: Create customer repairs order
Enter results of technical check
Repair acceptance
Repair start
Technically complete service order
Repair completion confirmation
Possible operations: • Returns
• Repairs
• Outbound delivery
• Dispatch of loan equipment
• Exchange part
• Exchange part
• Outbound delivery
• Pickup of loan equipment
• Scrap
• Invoice
• Credit memo
• Credit memo
© SAP AG 1999
The overall process is divided into three phases. You can define the operations to be automatically proposed by the system for each phase, or those which can be entered by the user, in the repair procedure. The system determines the repair procedure using the item category of the repair request item. Repair acceptance begins when you create the customer repairs order. Possible operations include the returns delivery and dispatch of loan equipment (outbound delivery). The repairs start when you post the goods receipt for the returns delivery. Possible operations include repairs with automatic generation of a service order, delivery of exchange parts or unrepaired serviceable items to the customer, scrapping of items or creation of a credit memo. Repair completion confirmation begins when you technically complete the relevant service order. Possible operations include the delivery of repaired serviceable items, delivery of exchange parts, collection of loan equipment, creation of an invoice or credit memo. The repair request item keeps the “Business decision to be made" status until the necessary operation has been created at 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 at a particular stage in repairs processing.
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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 z Service notification z Service product / service material Î
Description of service
Î
Pricing
z Serial numbers Î
Stock tracking for single units
z Loan equipment processing Î
Shipment and pickup of loan equipment
z Inspection lot Î
Further process flow depending on usage decision
© SAP AG 1999
You can combine different functions during repairs processing to define a concrete process suitable for your company. You can create a customer repairs orders directly from a service notification. The system uses the notification number as the RMA (Return Material Authorization) number and copies it as an external purchase order number to the customer repairs order. A service product is used to describe the work to be performed and used for pricing purposes when a fixed price is being calculated. You can use serial numbers to identify the serviceable items uniquely in repairs processing. Depending on the settings in the material master of the serviceable item, it is possible that goods movements for the customer repairs order can only take place if you specify the serial number(s). Loan equipment processing where the loan equipment is shipped and picked up can be triggered from repairs processing. This is necessary if the customer requires a replacement device while their own equipment is being repaired. You can use inspection lots in Quality Management (QM) in the technical check. The system automatically generates an inspection lot for the technical check for a returns goods receipt if you have made the corresponding settings in the material master of the serviceable item. The subsequent repairs process flow depends on the usage decision you have entered for this inspection lot.
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Serviceable Item and Service Product
Customer repairs order
Serviceable item
Notebook 486
Material substitution
Transfer of service product
Material entered Quantity
Notebook 486 1 pce
Material determination
X
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.
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Order Entry and Returns Delivery: Topic Objectives
At the conclusion of this topic, you will be able to: z Create a customer repairs order z Create a returns delivery
© SAP AG 1999
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Repair Acceptance
Repairs order
10 Repair request
Repair acceptance Notebook 486 Returns Loan 2 pieces
Notebook
1 piece
PC 486
9 9 Returns delivery
Returns
Delivery of loan equipment
Dispatch of loan equipment
© SAP AG 1999
The customer gives instructions to perform the work during repair acceptance. A customer repairs order is created. The system creates a repair request item for each serviceable item together with the necessary subitems. The settings in the repair procedure mean that a returns item is created automatically. This is used as the basis for creating a returns delivery. This is used as the follow-on document for the customer repairs order. You can add additional items, such as a loan equipment item manually. The loan equipment item is used as the basis for the delivery of loan equipment. The system posts the goods receipt for the returns delivery to the customer special stock, so that return stocks can be tracked. The serviceable items remain the property of the customer.
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Technical Check and Repairs Processing: Topic Objectives
At the conclusion of this topic, you will be able to: z List possible follow-up actions after the technical check z Generate a service order from the customer repairs order z Process, confirm, and technically complete the service order
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Repair Start
Repairs order 10 Repair request Repair start Notebook 486 1 piece
Notebook
1 piece
Notebook
1 piece
Laptop
Repair Scrap Exch. Cred.
9 9 9 Service order
Repair
Scrap
Delivery of exchange part
Exchange part © SAP AG 1999
Once the defective item has been accepted for repairs, the actual start of the repair process can begin with the technical check and the resulting business decision. Technical check: The items are checked to see if they can be repaired or if they have to be scrapped, and whether an exchange part needs to be delivered. The system generates a repairs item for the serviceable items to be repaired, which automatically generates a service order. This service order documents the actual repair of the serviceable item. If you are working with inspection lots, an item is generated as soon as you have entered a usage decision for the inspection lot. You must manually post goods movements relating to the scrapping of material from the sales order stock. When you send exchange parts, the system generates a delivery on the basis of the sub-items created for this purpose.
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Customer Repairs Order and Service Order
Customer repairs order Service order
10 Repair request Repairs
Service order
20 Repair request Repairs
Service order
30 Repair request Repairs
© SAP AG 2001
You can generate one or more service orders for each repair sub-item in the customer repairs order. The following information is available in the service order header: y Material number of the serviceable item y Quantity of serviceable items to be repaired y If necessary, the material number of the service product y Number of the customer repairs order and item If serial numbers are used, these appear in the object list of the service order. The operations and components for the service order may be taken from a general task list that is assigned to the service product or serviceable item. The item in the customer repairs order is the settlement receiver for the service order.
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Outbound Delivery and Billing: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options for outbound delivery and billing z Deliver the repaired items to the customer z Generate an invoice z Describe the value flow for repairs processing
© SAP AG 1999
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Completion Confirmation
Repair order
10 Repair request
Confirmation Notebook 486 1 piece
Notebook
1 piece
PC 486
Delivery Loan from
9 9 Outbound delivery
Delivery
Returns delivery
Pickup of loan equipment
© SAP AG 1999
The technical completion of the service order triggers an automatic generation of items in the customer repair order. If the serviceable material was posted to the locked sales order stock on goods receipt, it must be reposted to the unrestricted-use sales order stock before technical completion of the service order. The system creates a delivery-relevant sub-item for the outbound delivery of the serviceable item to the customer. If the customer has received loan equipment, the system also generates a sub-item for the returns delivery of this equipment.
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Billing in Repair Order
By effort Create billing request
Create billing document
Repairs order 10 Repair request
Î Generation of billing-relevant items in customer repairs order
Billing document
Billing item 1 Billing item 2
With fixed price Repair order
Create billing document Billing document
10 Repair request
Billing document according to conditions of repair request item © SAP AG 1999
In repairs processing, you can either bill the customer for a fixed amount or according to effort. This billing form is defined in the repair request item. The billing form is proposed by the item category and can be changed individually. In resource-related billing, you can create billing-relevant sub-items for the repair request item using the function "Create billing request". This is controlled by the dynamic item processor profile (DIP profile) you have entered in the repair request item. The system copies the sub-items when you create a billing document. When you bill a fixed amount, the system performs pricing using the service product or the serviceable item, depending on the sales document type. You can create a billing document directly with reference to the customer repairs order. The system generates a billing item for each repair request item.
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Value Flow
Billing document
Revenues
Repairs order 10 Repair request
Posting of billing document
Settlement of service order
Confirmation documents
Costs
Costs
Service order
Posting completion confirmations © SAP AG 1999
When you confirm a service order, cost information initially collected on the service order becomes available. Since the order type of the service order is not classed as revenue-bearing, revenues are posted to the item in the customer repairs order during billing. The service order is assigned to the account for the item in the customer repairs order, in other words, this item is the settlement receiver entered in the settlement rule for the service order. When you settle a service order, its costs are transferred to the item for the customer repairs order. You can display the result of the activity as the difference between costs and revenues in the cost overview for the item in the customer repairs order. The item in the customer repairs order also has a settlement rule. When you settle the customer repairs order, the result is transferred to the settlement receiver. For example, the settlement receiver can be a profitability segment from profitability analysis (CO-PA).
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Returns and Repairs: Unit Summary
z The customer repairs order represents the main document in returns and repairs processing. z The follow-on documents required for the process are generated from the customer repairs order. z These include return deliveries, service orders, outbound deliveries, and billing documents.
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Exercises: Returns and Repairs Processing
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Unit: Returns and Repairs Processing Topic: Order Entry and Returns Delivery At the end of these exercises, you will be able to: • Create a customer repairs order • Create a returns delivery The customer enters the repair of defective devices in the service center into the order. The customer sends the devices for repair.
1-1
Creating a customer repair order 1-1-1 Your customer is sending two defective PCs to the service center for repair, because in this case telephone consulting is insufficient. Create a type RA customer repair order. Sales organization:
1000
Distribution channel:
14
Division:
00
1-1-2 Enter your customer T-CSD## as the sold-to party. The customer’s purchase order number is RA-##. The customer wants two devices with the material number T-FSN## to be repaired. 1-1-3 Branch to the repair screen of the repair request item. Which operation has been generated as a sub-item?
1-1-4
Return to the item overview. Choose Process → Display range → All items
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1-1-5 Create the returns delivery directly from the customer repair order. Number of customer repair order: Set the delivery type LR. 1-1-6 The customer sends serial numbers 20 and 21 to be repaired. These are not yet available as master records. Assign these serial numbers to the delivery item. 1-1-7
1-2
Post the goods receipt.
Displaying the serial number master record 1-2-1 To check if the goods receipt has been properly posted, display the serial number master record for material T-FSN##, serial number 20. 1-2-2 What can you see in the Stock information?
Unit: Returns and Repairs Processing Topic: Technical Check and Repairs Processing At the end of these exercises, you will be able to: • Create a service order from the customer repair order • Process, confirm, and technically complete the service order The technical check for the devices that have been delivered reveals that both need to be repaired. You arrange for the repair work to be carried out.
2-1
Entering the results of technical check 2-1-1 Change the customer repair order. Call up the repair detailed screen. 2-1-2 How do you recognize that the returns were posted?
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2-1-3 Which operation does the system default? 2-1-4 Return to the overview screen. Copy the automatically generated item proposal. 2-1-5 Save the customer repair order. 2-1-6 A service order was automatically generated through the procedure described above. Where can you display the service order? What is the service order number?
2-2
Confirming and technically completing the service order 2-2-1 The repair work has been carried out. Using the function Overall completion confirmation, enter the work times for the service order operations. In addition, enter a goods issue for a motherboard, material number R-1111, from plant 1200, storage location 0001. All work is complete, so choose Tech. completion and save the confirmation.
Unit: Returns and Repairs Processing Topic: Outbound Delivery and Billing At the end of these exercises, you will be able to: • Deliver the repaired items to the customer • Create an invoice • Display the result of the repair work
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The repaired device is dispatched to the customer. The repairs are charged to the customer.
3-1
Creating outbound delivery 3-1-1 To send the repaired device back to the customer, create a delivery. Change the customer repair order. 3-1-2 Display the operation that was created when you technically completed the service order. Which operation was created?
3-1-3 Perform the outbound delivery of the repaired device to the customer. Create a delivery directly from the customer repair order. 3-1-4 Use the follow-on functions to create a transfer order for the delivery. 3-1-5 Notification number: Warehouse number:
012
Adopt picking quantity:
2
Book the transfer order so that the goods issue is posted.
3-2
Creating billing documents and billing items 3-2-1 Choose the function Billing Request – Process Individually to create billingrelevant items in the customer repair order. 3-2-2 Enter the number of your customer repair order as the sales document. Delete the service order number. 3-2-3 Choose Save billing request. 3-2-4 In the customer repair order, choose Edit → Display Criteria → All items to display billing-relevant items that have been created. 3-2-5 Bill the customer repair order directly.
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3-2-6 Number of the billing document:
3-3
Settling a service order 3-3-1 Settle the order. Controlling area: 1000
3-4
Displaying the results of the repairs 3-4-1 Display the cost report for the customer repair order item. How high is the result?
3-5
Settling the customer repair order 3-5-1 Settle the customer repair order.
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Solutions: Returns and Repairs Processing
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Unit: Returns and Repairs Processing Topic: Order Entry and Returns Delivery
1-1
Creating a customer repair order 1-1-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Create (VA01) Field name or data type
Values
Order type
RA
Sales organization
1000
Distribution channel
14
Division
00
Enter 1-1-2 Field name or data type
Values
Sold-to party
T-CSD##
Purch. order no.
RA-##
Material
T-FSN##
Order quantity
2
1-1-3 Repairs An operation Returns has been generated. 1-1-4 Back
Process → Display range → All items
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1-1-5
Sales document → Deliver Number of the customer repairs order: See field Order. Field name or data type
Values
Predefine delivery type Delivery type
LR
Enter 1-1-6 Select the item and choose the path
Extras → Serial Numbers Field name or data type
Values
Serial Numbers
20 21
Enter 1-1-7 Post goods receipt
1-2
Displaying the serial number master record 1-2-1
Logistics → Customer Service → Technical Objects → Serial Numbers → Display (IQ03) Field name or data type
Values
Material
T-FSN##
Serial Numbers
20
Enter 1-2-2 (C) SAP AG
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The serial numbers are in the sales order stock for the customer repair order.
Unit: Returns and Repairs Processing Topic: Technical Check and Repairs Processing
2-1
Entering the results of technical check 2-1-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02) Field name or data type
Values
Order
Your order number
Enter Repairs 2-1-2 The quantity 2 is displayed under Received. 2-1-3 The operation Repair is defaulted. 2-1-4 Back Copy item proposal: Yes Enter 2-1-5 Save 2-1-6 Document flow Service documents (C) SAP AG
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Go to the line containing the service order and choose Display document.
2-2
Confirming and technically completing the service order 2-2-1
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) Field name or data type
Values
Order
Your service order number
Enter Field name or data type
Values
Actual time
Enter value
Material
R-1111
Quantity
1
Plant
1200
Storage location
0001
Technical completion Save
Unit: Returns and Repairs Processing Topic: Outbound Delivery and Billing
3-1
Creating outbound delivery 3-1-1
Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02)
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Field name or data type
Values
Order
Your order number
Enter 3-1-2 Repairs An operation was created for the outbound delivery. Back 3-1-3
Sales document → Deliver 3-1-4 In the delivery overview, choose
Subsequent functions → Create transfer order Save Yes 3-1-5 The delivery number is displayed. Field name or data type
Values
Warehouse number
012
Adopt pick. quantity
2
Enter Post
3-2
Creating billing documents and billing items 3-2-1
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3-2-2 Field name or data type
Values
Sales document
Your order number
3-2-3 Save billing request The customer repairs order is changed. 3-2-4
Process → Display range → All items 3-2-5
Sales document → Billing Save 3-2-6 Number of billing document: See system message.
3-3
Settling a service order 3-3-1
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88) Field name or data type
Values
Controlling area
1000
(If window appears) Order
Your service order number
Settlement period
Current month
Test run
Delete indicator
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3-4
Displaying the results of the repairs 3-4-1
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 row of the column Total actual.
3-5
Settling the customer repair order 3-5-1
Logistics → Sales and Distribution → Sales → Order → Subsequent Functions → Settlement (VA88) Field name or data type
Values
Sales document
Your order number
Settlement period
Current month
Fiscal year
Current year
Test run
Delete indicator
Execute
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Service Contracts
Contents: z Service contracts z Definition of service products z Service processing with contract reference
© SAP AG 1999
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Service Contracts: Unit Objectives
At the conclusion of this unit, you will be able to: z Describe the contents and structure of contracts z Create contracts z Bill contracts z Describe different types of service products z Describe the possible effects of contracts on service processing
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
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Service Contracts: Business Scenario
z Long-term agreements covering particular services are concluded with the customer. z The customer is invoiced regularly based on the terms of the agreement. z Services are performed within the framework of the agreement that are either only partially billed, or not billed at all.
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Service Contracts: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the contents and structure of contracts z Create contracts z Bill contracts
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Contents of Service Contract
In a service contract, you define for whom in which period which services on which conditions should be performed. © SAP AG 1999
For whom: This refers to the different kinds of customer (sold-to party, ship-to party, bill-to party, payer, and so on). In which period: The period is determined by information regarding the contract validity period and cancellation rules. Which services: The services are described by service products in the contract items. Conditions: These include the contract fees that must be paid regularly and the price agreements for resource-related billing.
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Structure of Service Contract
Header
Items
Sold-to party Services Contract data Conditions Billing plan Contract data Price agreements Billing plan Price agreements Technical objects © SAP AG 1999
The service contract is a sales document. The sales document type 'WV' (Service and Maintenance) is used as a standard setting. The contract header contains the assignment to the sold-to party as well as additional partner information. Moreover, you can define contract data and price agreements for the contract header. These are valid for all items, for which no alternatives have been defined. You use the header billing plan to determine the settlement periods and billing periods for the item billing plans. The contract items contain the service products and conditions. Contract data, billing plan, and price agreements can also be stored at item level. The technical objects, on which the services are to be performed, are also assigned at item level. Functional locations, equipment with or without assembly information, or serial numbers can be entered as technical objects.
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Service Contract - Contract Data
z Validity period
Start
End
Date determination rules
Activities to be performed when contract ends
z Cancellation
Cancellation procedure/conditions
Cancellation data
© SAP AG 1999
The data concerning the contract validity period includes the contract start and end dates, the validity period and further date information (contract signature, installation, acceptance, dismantling). Contract start and end dates can be established using date determination rules. You can also establish which sales activity should be triggered when the contract expires. For example, this could involve creating a quotation or visiting the customer. The cancellation data contains the cancellation procedure, in which the cancellation rules or conditions are defined. When the contract is cancelled, the cancellation data is entered (eason for cancellation, cancellation receipt date, requested date). The system checks whether the cancellation request date conforms to the rules defined.
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Service Contract - Billing Plan
Horizon Settlement
Months Processed billing dates
Unprocessed billing dates
Start date
End date Current date
© SAP AG 1999
The billing plan contains the following information: Start and end dates for billing with date determination rules. This enables the start date to be derived from the contract start, the installation, or the acceptance date. Billing rule: Billing dates are determined using this rule. In the example: Monthly billing on the last day of the month. Horizon with determination rule: Period of time for which billing dates are generated, based on the current date. In the example: Current date + 6 months. Settlement periods: These are calculated using the start and end dates, together with the billing rule. In the example, the first and last calendar months of the billing period are billed proportionally. Individual billing dates for each billing period. Each billing date has a billing status (“Processed" = settled, or “Not yet processed" = not yet settled).
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Service Contract - Price Agreements
z Price agreements are contract-specific prices, discounts or deductions. z They can be assigned to the contract header or contract item.
$10 $0
z They are considered for resource-related billing of service orders that are assigned to the contract.
© SAP AG 1999
Price agreements determine which services are covered wholly, partially, or not at all by the contract. For example, a price agreement can define that all spare parts are free of charge, and that the installation of spare parts is to be invoiced at the rate of $25 per hour. If you perform service orders with reference to the contract, the system takes these price agreements into account in resource-related billing. The system also displays the conditions from the price agreements during pricing for the billing request. This means that the customer is only billed for those expenses that are not covered by the contract.
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Contract Billing
Individual billing document
Processing of billing due list with selection
(order-based) Company xyz
Contract
Invoice
Contract Contract Contract Contract Contract
Company Company x y z Company x y z Invoice
Invoice Invoice
xyz
...can be performed as a background process
© SAP AG 1999
Contract billing can be performed in three different ways: y Creation of individual billing documents by specifying the contract number y Processing of billing due list with selection of all contract items to be billed y Regular batch billing as a background process Billing documents are created for all unprocessed billing dates of billing plans that lie within a given period.
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Definition of Service Products: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the attributes of simple, configurable, and configured service products
© SAP AG 1999
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Overview of Service Products
Fixed
• No characteristic valuation
service product
• Conditions in accordance with price determination
Configurable
• Characteristic values to be entered in contract
service product
• Conditions depend on characteristic values
Configured
• Characteristic values from values in material master
service product
• Conditions in accordance with price determination
© SAP AG 1999
Fixed, configured, or configurable service products can be entered as contract items. No valuation is possible for fixed service products. The conditions are established using standard price determination. For configurable service products, the values of the characteristic values must be entered in the contract. The conditions can be dependent on the characteristic values. For configured service products, the characteristic values come from the valuation in the material master record. They cannot be changed in the contract.
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Fixed Service Product
z Non-configurable material z Material master for each product z No variations possible z Price is based on service quantity and time z Examples:
Standard repair service
Standard hotline service
Standard maintenance service
© SAP AG 1999
The standard material type for service materials is DIEN. The services are described using the material text. The prices defined for these materials can be daily, weekly, monthly, or yearly prices.
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Configurable Service Products
z Indicator "Configurable" z Assignment to one or more classes z Characteristics are assigned to classes z Valuation made in the service contract, not material master z Attributes of characteristics and characteristic values can be stored in object dependencies z Sales conditions can be defined for characteristic values
© SAP AG 1999
Configurable materials either have the material type "KMAT”, for which the system automatically sets the indicator ”Configurable", or another material type, for which you must set this indicator when creating the material master. You can describe different variations of a service using the material number and the respective characteristic valuation.
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Configurable Service Products - Context
Configurable Material
Configuration profile
Classes
Characteristics Values Object
Printer PC Copier
Interval
Monthly Quarterly Yearly
Inspection tasks
Inspection service
Inspection service Location
Internal At customer's
Distance
< 1000 km > 1000 km
Inspection locations
© SAP AG 2003
A configuration profile must be created for each configurable material. This profile defines certain characteristics of the configuration. In the configuration profile or in the material master, the material is assigned to one or more classes. Each class contains one or more characteristics. You can define possible values (characteristic attributes) for each characteristic. Interactions between individual characteristics and characteristic values are represented using object dependencies. You can also assign sales conditions, in other words, prices or surcharges/discounts for characteristic values. The system takes these variant conditions into account during pricing in the order.
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Configured Service Product
z Configured service product is a variant of the configurable service product z Material master exists for each variant, with reference to configurable material z Characteristic valuation made in material master z Valuation of variant (description of service product) specified in material master record and cannot be changed in service contract
© SAP AG 1999
A configured service product is a variant of a configurable service product. This enables frequently-used variants to be defined in the system. A material becomes a configured material when it is assigned to a configurable material in view "Basic Data 2" (at client level) or the view "Materials Planning 3" (at plant level) of the material master. The material number of the configurable material is entered. The variants are then valuated, in other words, the characteristic values are entered for the characteristics of the configurable material. You can display this valuation in the contract item, but you cannot change it.
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Configured Service Products: Example
Configured Configured material: material: Hotline service 1 Hotline service 2 Configurable material: Hotline service
Configured material: Hotline service 3
Features:
Features:
Features:
Monday - Friday
Monday - Friday
Monday - Sunday
08.00 - 17.00
24 hours per day
24 hours per day
4 hours
2 hours
Characteristics: 1. Service profile
2. Response profile 2 hours
© SAP AG 1999
The characteristics "Service profile" and "Response profile" are assigned to the configurable material "Hotline service". Since not all possible combinations of service and response profiles should be offered to the customer, configured materials are created with the relevant valuations.
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Service Processing with Contract Reference: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the possible effects of contracts on service processing z Create and process service notifications and service orders with contract reference
© SAP AG 1999
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Service Contract Assignment
z A notification or an order can be assigned to a service contract item
Automatically due to the customer or the reference object
For several contract items by choosing one contract item
By entering the sales document and item numbers
Notification Contract assignment
Contract
Service order
© SAP AG 2003
Automatic contract assignment due to the reference object is only possible in the notification and can be activated for each notification type. If you call the contract selection in the notification, contracts for the customer without reference objects are selected. A service order is automatically assigned to a contract item if it has been generated from a notification that refers to a contract. You must call up contract selection when you create a service order directly. Alternatively, you can enter the contract number and contract item number directly in the order header. This is only possible for order types that are not revenue-bearing.
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Hotline Processing with Service Contract
Entry of service notification for customer
Service notification
Contract assignment
Contract
Task determination by contract
Notification tasks © SAP AG 1999
When you create a service notification, the notification is assigned either automatically or manually to a contract item. The contract data can be displayed on the object information screen for the notification. If you have specified information for the response and service profiles in the configuration of the contract item, this is taken into account when tasks are determined in the notification. For this, you must have assigned a configured or configurable service product in the service contract. The characteristic valuation must correspond to a response and service profile. If, during task determination, no response or service profiles are found for the contract, the profiles assigned to the notification type are used.
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Service Order with Service Contract
Service Order
Entry of service order for customer
Contract assignment
Contract
Resource-related billing
According to conditions of contract
Against contract Settlement © SAP AG 1999
The order type "SM01" is used as the standard setting for service orders with reference to a contract. Since it is not classed as revenue-bearing, you can assign the service order to a contract item. The contract is assigned based on the previous notification. When processing the service order, you can either call up contract selection or enter the sales document and item numbers for the contract directly. The contract assignment does not affect order planning or confirmation. The price agreements defined in the contract are considered for resource-related billing. The billing request and billing document refer to the contract and are displayed in the document flow. There are two types of billing document for a contract: y Periodic billing of the contract based on the billing plan for the contract y Resource-related billing for service orders assigned to the contract The contract item is transferred to the settlement rule for the service order as a settlement receiver. As a result, the service order is settled against the contract. Costs and revenues for the service order are assigned to the contract.
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Value Flow Settlement receiver Billing document
Revenues Periodic billing
Billing document
Settlement of contract
Result
Contract
Revenues Resource-related billing Settlement of service order
Costs Service order
Confirmation documents
Costs Posting completion confirmations © SAP AG 1999
The service order collects the costs that arise from using resources. A billing document is generated for resource-related billing. The revenues arising from this billing document are assigned to the service contract. Similarly, the revenues arising from periodic billing of the service contract are also assigned to the service contract. The service order is settled against the service contract, this means that the costs which accrued are assigned to the service contract item. This is how the contract result is determined. The result is as follows: Revenues from periodic billing + Revenues from resource-related billing - Costs from settled service orders = Contract result You can display this result in the cost report for the contract item. The result is settled to the settlement receiver you have entered in the contract item. For example, this can be a profitability segment from profitability analysis (CO-PA).
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Service Contracts: Unit Summary
z A service contract defines which services are to be performed for a customer, and under which conditions. z The service products entered in contract items can be fixed, configurable, or configured. z Task determination for notifications which refer to a contract can be influenced by the contract. z A contract assignment affects resource-related billing and order settlement for service orders.
© SAP AG 1999
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Exercises: Service Contracts
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Unit: Service Contracts Topic: Service Contracts At the end of these exercises, you will be able to: • Create a service contract • Bill a service contract You and your customer agree a contract that covers all repair work performed for particular technical devices. A regular fee is charged for the contract.
1-1
Creating service contracts 1-1-1 Create the service contract that you agreed with your customer. Contract type: Sales organization:
SC (Service Contract) 1000
Distribution channel:
14
Division:
00
1-1-2 For the Sold-to party, enter your customer with the number T-CSD##. Enter the first day of the current month as Contract start. Confirm the notification with Enter or Yes. What contract end date is suggested? Copy this date. 1-1-3 For material, enter REPAIR_SERVICE, for target quantity, enter 1. 1-1-4 Assign your piece of equipment T-CSE1## to the contract item. 1-1-5 Display the condition screen for this contract item. (C) SAP AG
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How high is the net value for this contract item? 1-1-6 Display the condition detail for condition type PPSV. Which calculation type is used here? Return to the item overview for the contract. 1-1-7 Choose Display doc. header details and then Contract data. 1-1-8 How was the end date for the contract determined? 1-1-9 What activity is triggered when the contract expires? 1-1-10 Under what conditions can the contract be canceled?
1-1-11 Display the item billing plan. Billing dates are determined according to which rule? What is the billing value of a billing item?
1-1-12 Within the framework of the contract as a whole, repair work should be billed at 50 EUR per hour. Choose Extras → Price agreements → Header to enter this price agreement. Condition type: PKAR Material SM-REPHOUR, Amount 50 UNI 1-1-13 Within the framework of the first contract item, all materials of the material group “Spares” should be free of charge. Condition type: ZZWV Material group 02, Amount 100 % (Discount) 1-1-14 Save the service contract. 1-1-15 What number is assigned to the contract?
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1-2
Bill a service contract 1-2-1 Choose the function Process Billing Due List. For Billing date, select from today to the last day of the month. For the Sold-to party, enter your customer with the number T-CSD##. Select under Documents to be selected “Order-related”. 1-2-2 Display the billing due list and save the billing documents. 1-2-3 What number does the invoice have that you created?
1-2-4 Display your contract. Where can you see that billing has already taken place?
Unit: Service Contracts Topic: Service Products At the end of these exercises, you will be able to: • Describe the attributes of fixed, configurable, and configured service products Your customer enhances the contract to include regular maintenance tasks and hotline support.
2-1
Configurable service product 2-1-1 Enhance your customer’s service contract. Material:
INSPECTION_SERVICE
Target quantity:
1
Characteristic evaluation: Service object:
Desktop
Service strategy:
Quarterly
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Service radius:
Less than 1000 miles
2-1-2 Display the condition screen for this contract item. How high is the net value for this contract item?
2-1-3 Assign your piece of equipment T-CSE1## to the contract item.
2-2
Configured service product 2-2-1 Enhance your customer’s service contract. Material:
HOTLINE_SERVICE_B
Target quantity:
1
2-2-2 Display the configuration for this contract item. 2-2-3 Save the service contract.
Unit: Service Contracts Topic: Service Processing with Contract Reference At the end of these exercises, you will be able to: • Create a service notification with reference to a contract • Create a service order with reference to a contract • Describe the possible effects of contracts on service processing You receive and process customer calls for the hotline contract. You perform repair work for the repair contract.
3-1
Hotline processing with reference to contract 3-1-1 Creating service notifications and determining tasks Create a service notification of the type Problem notification.
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3-1-2 Which notification number is assigned? 3-1-3 The customer has questions about system settings. Enter a suitable notification short text. For Sold-to party, enter the customer number T-CSD##. 3-1-4 Select the equipment “Maxitec-R 3100 personal computer” as the reference object. 3-1-5 Is a service contract located? 3-1-6 Choose Determine tasks. 3-1-7 Which tasks are determined? What are the planned finish dates? Where do the tasks and planned finish date come from? 3-1-8 Enter David Johnson (personnel number 100036) as the person responsible for the task and save the notification. 3-1-9
Complete the service notification Call up the function List of Tasks - Change.
3-1-10 Select all incomplete tasks assigned to David Johnson (task partner role RP and personnel number 100036 in the screen section Task data). 3-1-11 Select the task for your notification and choose Notification. 3-1-12 Complete the task and complete the notification.
3-2
Service order with service contract 3-2-1 Create a service order with contract Create a service notification of the type Problem notification. 3-2-2 Which notification number is assigned? 3-2-3 The customer informs you that the network server has broken down. Enter a suitable notification short text. For Sold-to party, enter the customer number T-CSD##. Enter the Equipment T-CSE1##. 3-2-4 Is a service contract located?
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3-2-5 Assign the notification to the contract item for the repair services. 3-2-6
Display the object information screen for the equipment.
3-2-7 A technician is required on site, so create a service order from the notification. Order type:
SM01
3-2-8 How do you know that the service order is assigned to the contract item? 3-2-9 In the first operation of the service order, enter a planned work time of 4 hours. 3-2-10 Release the order and save it. 3-2-11 Service order number:
3-2-12 Confirming the service order Enter the confirmation for technician deployment. Use the function Overall completion confirmation. 3-2-13 Enter the order number and use Enter to confirm. 3-2-14 For the first operation, enter an actual time of 3 hours. Create a second time confirmation for operation 10. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours). Enter a goods issue for the material number R-1120, quantity 1 from plant 1200, storage location 0001. 3-2-15 Technically complete the order and save the confirmation data.
3-2-16 Resource-related billing Not all services are covered by the repair contract, so resource-related billing is carried out for the service order. Create a billing request in Individual processing for your service order. 3-2-17 Choose the Sales price view to display the billing request for the items. 3-2-18 Display the price determination for the billing request items. To do this, expand the nodes that are displayed and double click on the items. 3-2-19 How do the contractual price agreements affect the amounts? (C) SAP AG
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3-2-20 Create the billing request. What number does the billing request have?
3-2-21 Delete the billing block and create a billing document directly from your billing request. 3-2-22 Save the billing document. What number does the billing document have?
3-2-23 Settling an order Choose the function Order settlement – Single settlement. Enter Controlling area 1000. Enter the service order number. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute. 3-2-24 Display the contract. Display the cost report for the first contract item. How high is the result of the contract item?
3-2-25
Settle the contract Settle the contract.
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Solutions: Service Contracts
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Unit: Service Contracts Topic: Service Contracts
1-1
Creating service contracts 1-1-1
Logistics → Customer Service → Service Agreements → Contracts → Contract → Create (VA41) Field name or data type
Values
Contract type
SC (Service Contract)
Sales organization
1000
Distribution channel
14
Division
00
Enter 1-1-2 Field name or data type
Values
Sold-to party
T-CSD##
Contract start
First day of current month
Confirm the notification with Enter or Yes. The contract start date plus one year is suggested for the contract end date. 1-1-3 Field name or data type
Values
Material
REPAIR_SERVICE
Target quantity
1
1-1-4 Select the contract item and choose
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Field name or data type
Values
Equipment
T-CSE1##
Back 1-1-5 Select the contract item and choose Item conditions You can see the net value in the field Net. 1-1-6 Select the line containing the condition type PPSV and choose Condition detail. Calculation type: Quantity – monthly price Back (twice) 1-1-7 Display doc. header details Contract data 1-1-8 The date determination rule Contract start date + contract validity period was used to define the contract end date. 1-1-9 A contact is created one month before the end of the contract. 1-1-10 Cancellation detail There are two calculation rules: One week right of cancellation; three months’ notice for cancellation at end of contract. Back Back 1-1-11 (C) SAP AG
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Select the contract item and choose Bill. plan Rule for billing dates: 11 (last of month for billing date + 1 month). Value of a billing item: See list (column Bill.value). Back 1-1-12
Extras → Price agreements → Header Other condition type Field name or data type
Values
Condition type
PKAR
Enter Field name or data type
Values
Material
SM-REPHOUR
Amount
50
Save 1-1-13 Select the contract item and choose Pricing agreement Other condition type Field name or data type
Values
Condition type
ZZWV
Enter Field name or data type
Values
Material pricing group
02
Amount
100- %
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Save 1-1-15 Number of contract: See system message.
1-2
Bill a service contract 1-2-1
Logistics → Customer Service → Service Agreements → Environment → Sales and Distribution → Billing Document → Billing Document → Maintain Billing Due List (VF04) Field name or data type
Values
Billing date from
Today
Billing date to
Last day of this month
Sold-to party
T-CSD##
Documents to be selected
Order-related
1-2-2 Display billing due list Save 1-2-3 To define the billing document number, go to the group number and choose Documents. 1-2-4
Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43) Field name or data type
Values
Contract
Your contract number
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You can see that billing has already taken place in the document flow: Display document flow Back in the item status of the billing date in the billing plan: Bill.plan, column Billst (billing status). Back in the cost report: Environment → Cost Report
Unit: Service Contracts Topic: Service Products
2-1
Configurable service product 2-1-1
Logistics → Customer Service → Service Agreements → Contracts → Contract → Change (VA42) Field name or data type
Values
Contract
Your contract number
Enter Continue Field name or data type
Values
Material
INSPECTION_SERVICE
Target quantity
1
Enter Field name or data type
Values
Service object
DESKTOP
Service strategy
IQ
Service location
CUST
Service radius
L1000
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2-1-2 Select the second contract item and choose Item conditions You can see the net value in the field Net. Back 2-1-3 Select the second contract item and choose
Extras → Technical objects Field name or data type
Values
Equipment
T-CSE1##
Back
2-2
Configured service product 2-2-1 Field name or data type
Values
Material
HOTLINE_SERVICE_B
Target quantity
1
2-2-2 Select the contract item and choose Item details: Configuration. Back 2-2-3 Save
Unit: Service Contracts Topic: Service Processing with Contract Reference
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3-1-1
Creating service notifications and determining tasks
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) 3-1-2 Notification number: See Notification. 3-1-3 Field name or data type
Values
Notification short text
Question about system settings
Sold-to party
T-CSD##
3-1-4 Field name or data type
Values
Equipment
Use search help to select
3-1-5 The notification is assigned to the third item in the service contract (field Sales document). 3-1-6 Define tasks 3-1-7 Tasks The activity Call customer back is defaulted with a reaction time of three hours. These entries result from the response profile that was generated when the contract item was configured. 3-1-8 Field name or data type
Values
Responsible
Personnel number 100036
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3-1-9
Complete the service notification
Logistics → Customer Service → Service Processing → Notification → List of Tasks → Change (IW66) 3-1-10 Field name or data type
Values
Task data – Partners
Partner function RP Personnel number 100036
Execute 3-1-11 Select the task for your notification and choose Notification. 3-1-12 Tasks Select the task and choose Complete. Complete Continue
3-2
Service order with service contract 3-2-1 Create a service order with contract
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) 3-2-2 Notification number: See Notification. 3-2-3 Field name or data type (C) SAP AG
Values LO110
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Notification short text
Server breakdown
Sold-to party
T-CSD##
Equipment
T-CSE1##
3-2-4 Three valid contract items were found. 3-2-5 Select the contract item REPAIR_SERVICE and then Choose. 3-2-6 Object information Continue 3-2-7 ServOrder Continue 3-2-8 You can see the contract/item numbers in the Sales document field of the service order. 3-2-9 Field name or data type
Values
Work durtn.
4 hours
3-2-10 Release Save 3-2-11 Number of service order: See system message.
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Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) 3-2-13 Field name or data type
Values
Order
Your order number
Enter 3-2-14 Field name or data type
Values
Actual time
3
Operation (second line)
10
Actual work (second line)
1
Service type (second line)
1413
Material
R-1120
Quantity
1
Plant
1200
Storage location
0001
3-2-15 Technical completion Save
3-2-16
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
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3-2-18 Expand All Nodes Double click on the items to display the condition screen below. 3-2-19 The system checks the price agreement information from the contract (condition types PKAR or ZZWV). 3-2-20 Save billing request Yes The billing request is displayed. 3-2-21 Field name or data type
Values
Billing block
Delete
Sales document → Billing 3-2-22 Save Number of billing document: See system message.
3-2-23
Settling an order
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88) Field name or data type
Values
Controlling area
1000
Order
Your order number
Settlement period
Current month
Test run
Delete indicator
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3-2-24
Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43) Field name or data type
Values
Contract
Your contract number
Enter
Environment → Cost report Result of the contract item: Column Total actual, last line. 3-2-25
Settle the contract
Logistics → Customer Service → Service Agreements → Contracts → Contract → Subsequent Functions → Settlement (VA88) Field name or data type
Values
Sales organization
1000
Sales document
Your contract number
Settlement period
Current month
Fiscal year
Current year
Test run
Delete indicator
Execute
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Planned Customer Service
Contents: z Task lists z Maintenance plans z Scheduling
© SAP AG 1999
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Planned Customer Service: Unit Objectives
At the conclusion of this unit, you will be able to: z Describe the functions and contents of task lists and maintenance plans z Create task lists and maintenance plans z Schedule maintenance plans
© SAP AG 1999
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
© SAP AG 1999
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Planned Customer Service: Business Scenario
z Specific work is performed repeatedly and should only be described once. z Specific work is performed at regular intervals.
© SAP AG 1999
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Task Lists: Topic Objectives
At the conclusion of this topic, you will be able to: z List the functions and contents of task lists z Create task lists
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Task Lists in Service
z Description of repetitive work z Reference for service order operations z Use:
Planned service (assembly, modification, repair)
Regular service (preventive maintenance, inspection)
z Task list types:
Task list for functional location
Equipment task list
General task list
© SAP AG 1999
Work that is frequently repeated is described in task lists. Task lists are copy models for determining the operations, components and utilities for service orders. They are used for planning labor, materials, and tools. Task lists are used for ongoing or irregular repetitive services. When a service order is processed, the operations can be copied from one or more task lists. When used for planned, regularly repeated work, the task list is assigned to a maintenance item in a maintenance plan. When orders are generated automatically, the operation data is generated from this task list. There are three types of task list: The task list for functional location describes tasks to be performed at a particular functional location. The equipment task list describes the tasks to be performed on a specific piece of equipment. General task lists are not assigned to a functional location or a piece of equipment. They can be assigned to a material number as a construction type or assembly and describe tasks that can be performed on several objects.
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Structure of Task List
Task list header Operations
Sub-operations Components Utilities Maintenance packages © SAP AG 1999
A task list is structured as follows: Task list header with description, plant assignment, assignment to technical object (functional location, equipment or material number as construction type/assembly), planner group, and service work center. The task list contains one or more operations. These are the individual steps that are executed by internal or external employees. Sub-operations can be created for each operation if more detailed structuring is required. Components can be assigned to each operation. These are stock or non-stock materials. Utilities required to execute the work are also assigned to the operation. These can be materials that are not used up, pieces of equipment or documents. If the task list is to be assigned in a strategic maintenance plan, in order to generate orders automatically at regular intervals, a maintenance strategy must be entered in the task list header. Each operaiton must then be assigned to one or more maintenance packages in this maintenance strategy. This determines which operations are executed on which due dates. Dependencies between different operations can be specified using relationships.
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Task List Selection in Service Order
Task list 1 Service order
Operations
Complete transfer
Operations
Task list 2 Operations
Operation transfer
© SAP AG 1999
When a service order is created, all the operations in a task list may be copied to the order or just individual operations. The task list to be copied can be selected according to the following criteria: Direct entry of the task list, obect-related task list, general task lists for the assembly, general task lists for the object structure, general task lists of all types. When the operations are transferred, the work center in the operations can be replaced if required. An execution factor can also be entered, which is used to multiply the planned times and quantities from the task list. The task lists used in an order can be displayed in an overview. You can also propose a task list using the service product. You can also define configurable task lists. A configuration profile must first be assigned to the task list. The profile refers to the configuration classes and characteristics. The object dependencies must also be maintained. When the task list is included in service orders, the characteristic values for the configuration can be entered. The valuated configuration characteristics are used to trigger the task list and transfer it to the operations in the order. In addition to selecting operations based on the characteristic values entered, values for the operation can also be recalculated.
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Maintenance Plans: Topic Objectives
At the conclusion of this topic, you will be able to: z List the functions and contents of maintenance plans z Create maintenance plans
© SAP AG 1999
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Definition of Maintenance Plan
z A maintenance plan contains the following information for service activities to be performed on a regular basis:
Strategies
Descriptions of work
Technical objects
Scheduling data
z It consists of:
One or more maintenance items
A maintenance schedule
z A maintenance plan is used to generate service orders or notifications automatically. © SAP AG 1999
The maintenance plan contains scheduling information from the intervals specified and from the scheduling parameters, which apply specifically to this maintenance plan. During scheduling, this information is used to calculate the due dates for the service activities to be executed. For strategy plans, the interval information is derived from the maintenance strategy, to which the maintenance plan is assigned. You can use maintenance plans to generate service notifications, service orders or service entry sheets for external service management in MM. The entry of the maintenance call object is controlled by the maintenance plan category. The item data contains the description of the maintenance item, the assignment of a task list, in which the activities to be performed are described, as well as planning and location data for the notifications or orders to be generated automatically.
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Types of Maintenance Plan z Single cycle plan
Time-based
Performance-based Time/Performance
z Strategy plan
Time-based
Performance-based
With maintenance packages
z Multiple counter plan
Multiple counters
With cycle sets
Time/Performance Performance
Time
© SAP AG 1999
The single cycle plan contains tasks that are performed at one specific interval. The strategy plan contains tasks that are performed at different intervals (for example, a comprehensive/brief inspection). A maintenance strategy comprises different maintenance packages with different due dates. The intervals can be based on time or performance. The multiple counter plan is used to relate several cycles or intervals with different counters to one another. Example: Maintenance is performed every 1,000 operating hours or every three months. Combinations of cycles for multiple counter plans that occur frequently can be grouped into cycle sets and used as a copy model when a multiple counter plan is created.
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Structure of Maintenance Plan Maintenance strategy Maintenance plan
Interval(s) Scheduling parameters Schedule Maintenance calls
Reference object(s)
Maintenance items
Planning data Task list Contract
Contract item © SAP AG 1999
The following information is assigned to the maintenance plan: y The maintenance strategy for strategy plans y The interval(s), at which the activities are to be performed y The scheduling parameters which control scheduling y The schedule with the individual maintenance calls. This is the result of maintenance plan scheduling. For each call, it is clear when call objects are, or have been, generated from the maintenance plan. y One or more maintenance items The maintenance item contains the following information: y One or more reference objects, for which activities are to be performed y Planning data that is transferred to the order header y A task list, in which the activities can be described in detail y The assignment to a service contract item, in which the execution of these activities was agreed with the customer Notifications or orders are generated for each maintenance item in the maintenance plan. They obtain the same start dates.
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Link to Maintenance Plan - Maintenance Contract
Contract Item Item 10 10 Maintenance Maintenance
Technical objects Transfer of default data Reference
Create maintenance plan for contract item
Maintenance plan
Maintenance plan category: • With notification • With order
© SAP AG 1999
You can create a maintenance plan with reference to a service contract item. This maintenance plan category enables you to simplify the processing of services, which you have agreed for service objects in outline agreements. When a maintenance plan is created with reference to a contract item, the system automatically copies certain data to the maintenance item. The start date is proposed from the contract item. If the service order is the call object for the maintenance plan, a reference is made to the object list for the contract, which can only be changed there. Additional default values are copied to the maintenance item using the service product from the contract item. Since you have assigned a general task list to the service product, the system receives information about the maintenance plan type when a maintenance plan is created with "Service order" call object. The strategy for the maintenance plan is determined using the the maintenance strategy that is specified in the general task list. If no strategy is specified in the general task list, a single cycle maintenance plan is created. During scheduling, the system creates service notifications or orders with reference to a contract.
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Scheduling: Topic Objectives
At the conclusion of this topic, you will be able to: z Describe the scheduling options available z Execute scheduling z Display the scheduling overviews
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Scheduling
z Determining due dates for planned service notifications or orders z Taking into account:
Maintenance strategy
Specified intervals
Scheduling parameters
Scheduling period
z Result: Schedule with maintenance calls
© SAP AG 2001
During scheduling, the following information is taken into account: y Maintenance strategy: Time or performance-based or a combination of the two (multiple counters) y Specified intervals: For example, every three or six months, every 1,000 operating hours y Scheduling parameters for greater control of scheduling y Scheduling period: Time interval, at which maintenance calls should be generated New start is the function normally used to start a maintenance plan at an object, where maintenance tasks will be used. If a cycle start date or initial counter reading has been entered in the scheduling parameters, an explicit new start is not necessary. Schedule is the function normally used to generate new calls or call objects. The result is a schedule with maintenance calls. A call corresponds to the date for a planned service notification or service order. The status of the call indicates whether: y A call object has already been generated for the call y The call object has already been completed y No call object has yet been generated for the call y The call date has been fixed manually y The call has been skipped, that is, no call object should be generated
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Scheduling Overviews
Maintenance item report, sorted by equipment (no.) 1999
1998
... as a graphic • With maintenance plan simulation • With/without details
... or as a list • With display variants • With list viewer
© SAP AG 1999
You can use the scheduling lists to display all the maintenance dates for the specified conditions, for example, for a piece of equipment or maintenance plan. The lists inform you of the call dates and associated service notifications or orders. Detail data screens can also be called up from these lists.
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Planned Customer Service: Unit Summary
z Task lists are used to describe services performed repeatedly. z Maintenance plans are used to generate service notifications or orders regularly. z A maintenance plan can be time-based, performance-based, or a combination of both. z During scheduling, calls for service notifications or orders are generated using data entered in the maintenance plan.
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Exercises: Planned Customer Service
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Unit: Planned Customer Service Topic: Task Lists At the end of these exercises, you will be able to: • Create task lists
Specific work is performed repeatedly and should only be described once.
1-1
Creating an equipment task list 1-1-1 Create a task list for your equipment T-CSE1##. Description:
Server maintenance activities
Status:
Released (general)
1-1-2 Call up the operation overview and create 3 operations. 1-1-3 Assign components from the structure list to one of the operations. 1-1-4 Save the task list.
Unit: Planned Customer Service Topic: Maintenance Plans At the end of these exercises, you will be able to: • Create maintenance plans
Specific work is performed at regular intervals. This work is partly arranged in a contract.
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2-1
Creating a maintenance plan for a contract 2-1-1 Create a maintenance plan for the maintenance contract. This enables service orders to be generated at regular intervals for the contractually agreed maintenance tasks. Create a maintenance plan of the type Service order with contract for item 20 of your service order (material INSPECTION_SERVICE). Planning plant: 1200 2-1-2 Enter a cycle of 3 months. 2-1-3 Choose Maintenance plan scheduling parameters and enter a scheduling period of 1 year. 2-1-4 Which cycle start date is defaulted?
2-1-5 Which task list was assigned by the system?
2-1-6 Which technical object is contained in the maintenance item object list?
2-1-7 Save the maintenance plan. 2-1-8 Number of the maintenance plan:
Unit: Planned Customer Service Topic: Scheduling At the end of these exercises, you will be able to: • Create service orders for a maintenance plan • Display the scheduling overviews
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Service orders for maintenance tasks are generated and monitored at regular intervals.
3-1
Scheduling a maintenance plan 3-1-1 Schedule your maintenance plan. 3-1-2 Choose Start and confirm the defaulted cycle start date. 3-1-3 What planned date and call status are assigned?
3-1-4 Save the maintenance plan. 3-1-5 Display the scheduled calls for the maintenance plan. 3-1-6 Was a service order created? If so, what order number was assigned?
3-2
Display scheduling overview 3-2-1 Display the scheduling overview for your maintenance plan as a graphic. Display one year. 3-2-2 Display the scheduling overview for your maintenance plan as a list. Display one year.
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Solutions: Planned Customer Service
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Unit: Planned Customer Service Topic: Task Lists
1-1
Creating an equipment task list 1-1-1
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Equipment → Create (IA01) Field name or data type
Values
Equipment
T-CSE1##
Enter Field name or data type
Values
Short text
Server maintenance activities
Status
4
1-1-2 Operation overview Field name or data type
Values
Description of operation
Create three operations
1-1-3 Select an operation and choose Components. Choose Component selection, select the components and then Choose. 1-1-4 Save
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Unit: Planned Customer Service Topic: Maintenance Plans
2-1
Creating a maintenance plan for a contract 2-1-1
Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → For Contract Item (IP50) Field name or data type
Values
Maintenance plan category
Service order with contract
Sales document
Your contract number
Item
20
Planning plant
1200
Enter 2-1-2 Field name or data type
Values
Cycle/Unit
3 MON
2-1-3 Maintenance plan scheduling parameters Field name or data type
Values
Scheduling period
1 YR
2-1-4 The contract start date is suggested for the cycle start. 2-1-5 Item The general task list with task list group PC-SERV and group counter 3 is assigned as the task list. (C) SAP AG
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2-1-6 Object list item Equipment T-CSE1## from the contract item is displayed in the object list. 2-1-7 Save 2-1-8 Number of maintenance plan: See system message.
Unit: Planned Customer Service Topic: Scheduling
3-1
Scheduling a maintenance plan 3-1-1
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Schedule (IP10) Field name or data type
Values
Maintenance plan
Your maintenance plan number
Enter 3-1-2 Start Continue 3-1-3 The cycle start data plus three months is suggested as the first planned date. 3-1-4 (C) SAP AG
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Save 3-1-5 Enter 3-1-6 Select the first call and choose Display call object. You see the service order that has been created.
3-2
Display scheduling overview 3-2-1
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → Graphical (IP19) Field name or data type
Values
To date
Today + 1 year
Maintenance plan
Your maintenance plan number
Execute 3-2-2
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List (IP24) Field name or data type
Values
Maintenance plan
Your maintenance plan number
Execute
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Evaluations
Contents: z Service history z Service information system z Business Information Warehouse (BW)
© SAP AG 2003
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Evaluations: Unit Objectives
At the conclusion of this unit, you will be able to: z List the elements which form a service history z Display the service history z List the options provided by the Service Information System z Display reports in the Service Information System z List the options provided by the Business Information Warehouse
© SAP AG 2003
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Course Overview Diagram
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Field Service Planning
Evaluations
© SAP AG 1999
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Evaluations: Business Scenario
z By recording information relevant for service, a history is constructed, which can be used in the decision-making process. z The data from service processing is evaluated continually, enabling improvements to be made.
© SAP AG 1999
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Service History: Topic Objectives
At the conclusion of this topic, you will be able to: z List the elements which form a service history z Display the service history
© SAP AG 1999
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Elements of the Service History
Usage history Change history Customer 1
Condition and performance
Customer 2 Time
2 3 51 Operating Temperature hours
Completed notifications
Completed/ historical service orders
© SAP AG 2003
The service history consists of the following elements: The usage history shows when a technical object was installed and where. For a functional location, this means all the pieces of equipment installed. For a piece of equipment, this means all the functional locations, at which this equipment was installed. The change history documents changes made to important master data, such as assignment to the customer. The individual usage periods of a piece of equipment can be displayed in the usage list. Conditions and performance of the service objects are documented in the system using measuring points or counters and measurement documents. Completed notifications provide an overview of all the problem notifications, service requests or activity reports that have been entered and completed in the system. Completed service orders provide an overview of all the services provided. Historical service order can be created from completed orders during archiving. These contain the most important order data only. You enter historical service orders in the system for documentation purposes after they have been executed.
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Notification and Order History Service notification Service Service notification Service notification Service notification notification
z Notifications
Single/multi-level lists
Lists for activities, tasks and items
z Orders Service order Service order 1 Service order 1 Service order 1 order 2 Service 1 order 2 Service 1
2
Single/multi-level lists
Confirmation list
Material where-used list
Document flow
1
2 2
2
© SAP AG 1999
Various information can be displayed for the completed notifications and the historical or completed service orders. The same functions are used as for processing notifications and orders. The document flow makes it possible to display an overview of all the documents related to a business transaction (problem notification, service order, activity reports and so on).
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Service Information System: Topic Objectives
At the conclusion of this topic, you will be able to: z List the options provided by the Service Information System z Display reports in the Service Information System
© SAP AG 1999
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Data Warehouse - Concept
Analysis tools
Summarized information External data
Materials Management Sales & Distribution
Customer Service
Accounting
Integrated application modules © SAP AG 1999
Newer Data Warehouse concepts are derived from a three-level model approach. The three levels subdivide the complete data flow, from data retrieval in transaction systems to presentation of information at the top level. Integrated transaction applications form the basis for information retrieval. These systems accumulate large volumes of master and process data, which is then refined using information systems, enabling it to be presented clearly. To do this, the application data is summarized into a few, meaningful key figure amounts, and managed separately in the database tables of a data warehouse. Various analysis tools are available in the third layer to evaluate the statistical data obtained. They provide a wide range of options for performing meaningful analyses and presenting statistical data, and thereby constitute high-performance tools that can be used in the decision-making processes of modern management. The update of the Logistics database is either performed online or in the background. In addition to automatic updates from the SAP application, data can also be taken from external systems. The database also contains information that is stored in the info structures during planning.
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Logistics - Data Warehouse
Info structure: Service CharacteristicsPeriodicity Serviceable item Monthly Customer Weekly Service group ... Daily
Info structures
Transparent
Summarization criteria
Key figures
Characteristics
Number of quotations Breakdowns Costs
Periodicity
Standard info structures
Logistics Information System
Service
Sales
Plant Maintenance
Sales
Quantitative key figures
Qualitative key figures
Diverse info structures supplied in standard system
Creation of individual info structures possible
Individual info structures Service management
Measurable amounts
© SAP AG 2003
The individual physical tables of the information system are described as information structures. They are structured in the usual way. The real analysis objects are entered as evaluation groups in the info-structures in the form of characteristics. Statistical information is updated in summarized form for characteristics such as object, customer or material. Organizational elements such as work center, sales area or storage location are also used as characteristics in info structures. The time base provides another option for summarizing data. The data is not only cumulated for each characteristic, but also for each period. With regard to periodicity, data can be compressed daily, weekly or monthly for each info structure. Logistics key figures are updated for each combination of characteristic and periodicity. These include quantitative amounts, which provide information about measurable objects. Key figures can be recovered for each evaluation group using cumulation, for example, the costs per customer. However, they can also be simple counters such as "Number of notifications". Various info structures are supplied in the standard SAP System. You can group characteristics and key figures into individual information structures and provide them with data, according to your own needs.
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Analysis Views and Information
Analysis views
Customer
Information
Notification information
Object classes Technical objects Manufacturer Service planner and groups Damage and causes Orders, notifications and activities
Order information Costs and revenues Times Confirmation information Results of damage and breakdown Order receipt Invoiced sales
© SAP AG 1999
The analysis views represent the hierarchy levels, at which the values or information can be considered and analyzed. The information or values are summarized for the individual elements of the analysis views. Each analysis is a combination of one or more analysis views and information.
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Standard Analysis Options Problem notification analysis Customer
Drill-down by equipment
Additional information Equipment master Notification Customer Drill-down
Notifications entered
Notifications completed
35 20
Jackson Sanders
28 17
Functions ABC analysis Classification Segmentation
Customer: Jackson Object class
Notifications entered 8 14
PC Printer
by period
Notifications completed 6 13
Comparisons Cumulative frequency curve Correlation
Customer: Jackson Object class: PC Month 02 03 © SAP AG 1999
Notifications entered 3 5
Notifications completed 2 4
. . .
The database for a standard analysis is established by defining the analysis object (for example, customer, equipment) and specifying selections. The structure of this dataset can then be displayed using a basic list and various drill-down lists. The individual analyses can be archived. The following special functions are available for individual business checks of key figure and characteristic values that form the basis of an analysis: y ABC analysis: Three-way classification by A, B, and C segment. y Classification: Division of values into a maximum of six classes. y Segmentation: Segmentation makes it possible to classify characteristic values by two different key figures (for example, customer by number of orders and service costs). y Comparisons: It is possible to perform a planned/actual comparison, a comparison of two key figures, and a comparison between the current values and those from the previous year. y Cumulative frequency curve: Graphical representation of the distribution of a cumulated key figure value against the quantity of existing characteristic values (percentage or absolute). y Correlation: Correlation curves can be used to illustrate dependencies between several key figures. Graphical displays can also be called up.
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Additional Functions of LIS
Early Early Warning Warning System System with with exception exception analyses: analyses: -- Definition Definition of of exceptions exceptions -- Definition Definition and and scheduling scheduling of of exception exception analyses analyses Planning Planning of of key key figure figure values values for for aa particular particular characteristic characteristic attribute attribute for for planned/actual planned/actual comparisons comparisons Logistics Logistics Information Information Library: Library: Finding key figures Finding key figures
© SAP AG 1999
The Early Warning System can be used for decision-oriented selection and review of weak-points within Logistics. It enables you to look for exceptional situations and helps you to identify potential malfunctions at an early stage. You can define the exceptional situations yourself in the form of exceptions, likewise the conditions for follow-up processing of these exceptions. An exception consists of the information about characteristics or characteristic values (for example, customer, material) and conditions.
The information systems for Logistics can be used not only to evaluate actual data, but also to enter planned data. This planned data can then be included in an additional step in the standard analyses for a planned/actual comparison. Planning is based on the information structures. Both the information structures supplied in the standard system and those defined internally can be planned.
The Logistics Information Library (LIL) is used to enter, classify and search for key figures in Logistics. The term "key figure" is broad enough so that, for example, information such as warehouse stock is also understood as a key figure.
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Evaluations: Unit Summary
z The elements which form the service history are the usage and change histories, the recording of conditions and performance, and completed notifications and orders. z The Service Information System and the Business Information Warehouse make it possible to summarize transaction data at any number of levels to perform analyses and create key figures.
© SAP AG 2003
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Exercises: Evaluations Unit: Evaluations Topic: Service History
At the end of these exercises, you will be able to: • Display the elements that form a service history
Service employees familiarize themselves with past operations.
1-1
Displaying a service history 1-1-1 Functional location history Display the Equipment usage periods for functional location K1-B02. 1-1-2 What equipment was installed before at this functional location?
1-1-3 Equipment history Display the Usage list for Equipment P-1000-N001. 1-1-4 At which functional locations was the piece of equipment installed?
1-1-5 Display the action log for the same equipment. What was the last change to be made?
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1-1-6 Notification history Display all completed notifications for your customer T-CSD##. 1-1-7 Sort in ascending order according to notification date. What is the date of the last notification?
1-1-8 Order history Display all completed service orders for your customer T-CSD##. What is the date of the last order?
1-1-9 Change the current display variable and enter the fields Total revenues act., Total sum (actual), and Total actual costs in the list. Calculate the total sums for these columns and then the sub-totals for the order types. 1-1-10 Confirmation history Display all time confirmations that you entered during this week. What is the sum of the actual hours that have been entered?
Unit: Evaluations Topic: Service Information System
At the end of these exercises, you will be able to: • Display reports in the Service Information System
Information at a higher aggregation level is required for strategic decisions.
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2-1
Displaying standard evaluations 2-1-1 Cost analysis Display the cost analysis for your functional location TCST##-ADMI. 2-1-2 How high are actual costs and actual revenues for the functional location?
Call up the different analysis options. 2-1-3 Problem notification analysis Display the problem notification analysis for your customer T-CSD##. How many problem notifications have been entered and completed during the current month?
2-1-4 Display the problem notification analysis for the entire sales organization 1000. 2-1-5 Expand according to the characteristic Customer. 2-1-6 Display a hit list according to the number of notifications that have been entered. 2-1-7 Sales-customer analysis Display the customer analysis of the sales data for sales organization 1000, distribution channel 14, for all divisions. 2-1-8 User-defined analysis Display the user-defined analysis (area Plant Maintenance) for the information structure Warranty Analysis. How high are the total warranty costs for the current month?
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Solutions: Evaluations
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Unit: Evaluations Topic: Service History
1-1
Displaying a service history 1-1-1 Functional location history
Logistics → Customer Service → Management of Technical Objects → Functional Location → Display (IL03) Field name or data type
Values
Functional Location
K1-B02
Enter
Structure → Usage periods Field name or data type
Values
Usage periods from
Delete
Execute 1-1-2 Equipment with to-dates that have already passed were previously installed at the functional location.
1-1-3 Equipment history
Logistics → Customer Service → Management of Technical Objects → Equipment → Display (IE03)
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Field name or data type
Values
Equipment
P-1000-N001 LO110
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Enter
Extras → Usage list 1-1-4 Historical installation locations appear in the list from the second line onwards. 1-1-5 Back
Extras → Action log
1-1-6 Notification history
Logistics → Customer Service → Service Processing → Notification → List Editing → Display (IW59) Field name or data type
Values
Notification status
Completed
Partners
Partner function SP Customer number T-CSD##
Notification date from
Delete
Execute 1-1-7 Select the Date column and sort in descending order. The previous notification appears at the start.
1-1-8 Order history
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Display (IW73)
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Field name or data type
Values
Order status
Completed LO110
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Partners
Partner function SP Customer number T-CSD##
Period from
Delete
Execute 1-1-9 In the list, choose Current... In Column set, choose the field entry Costs/Revenues, select the fields Total revenues act., Total sum (actual), Total actual costs, and choose Show selected fields. Choose Copy. Select the new columns and select Total values Select the column Order type and choose Subtotal.
1-1-10 Confirmation history
Logistics → Customer Service → Service Processing → Confirmation → Display → Confirmation List (IW47) Field name or data type
Values
Order status
In process Completed
Entered on
Today -5 days
Entered by
Your user ID
Execute You can see the sum of hours entered in the column Work act.
Unit: Evaluations Topic: Service Information System
2-1 (C) SAP AG
Displaying standard evaluations LO110
10-22
2-1-1 Cost analysis
Logistics → Customer Service → Information System → Standard Analyses → Cost Analysis (MC18) Field name or data type
Values
Functional Location
TCST##-ADMI
Execute 2-1-2 Choose key figures Select Total actual costs and Total revenues act., then Choose. Continue
2-1-3 Problem notification analysis
Logistics → Customer Service → Information System → Standard Analyses → Problem Notifications (MCIA) Field name or data type
Values
Customer
T-CSD##
Month from
Current month
Execute Back Save No 2-1-4 Field name or data type
Values
Sales organization
1000
Customer
Delete
Execute (C) SAP AG
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2-1-5 Place the cursor on the sales organization, choose Drill down by, and then Customer, and then Continue. 2-1-6 Select the column NotifCreat, choose TOP N, and then Enter. Back (2x) Save No 2-1-7 Sales-customer analysis
Logistics → Customer Service → Information System → Standard Analyses → Sales/Distribution Data → Customer (MCTA) Field name or data type
Values
Sales organization
1000
Distribution channel
14
Division
Blank
Execute Back Save No
2-1-8
User-defined analysis
Logistics → Customer Service → Information System → Standard Analyses → User Defined Analysis → Plant Maintenance (MCIS) Field name or data type
Values
Info Structure
Warranty evaluation
Delete all characteristic values and enter the current month as Month from. Execute Back Save No (C) SAP AG
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Conclusion
Contents: z Conclusion z Follow-up courses
© SAP AG 1999
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Summary
CS - Overview
Returns and Repairs
Technical Objects
Service Contracts
Helpdesk
Planned Customer Service
Technician Resource Planning
Evaluations
© SAP AG 1999
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Further Courses
z PLM305 - Structuring and Managing Technical Objects z PLM310 - Preventitive Maintenance and Service z PLM330 - Service Contracts z PLM335 - Service Processing z LO836 - Service Processing: Controlling Functions
© SAP AG 2003
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Appendix
Contents: z Menu paths
© SAP AG 1999
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Frequently-Used Menu Paths
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Activities
Menu Path
Master Data Display work center IR03
Logistics → Customer Service → Service Agreements → Environment → Work Centers → Work Center → Display
Create equipment master IE08
Logistics → Customer Service → Management of Technical Objects → Equipment → Create
Display equipment master IE03
Logistics → Customer Service → Management of Technical Objects → Equipment → Display
Display installed base IB53
Logistics → Customer Service → Technical Objects → Serial Numbers → Display IBase
Display customer master VD03
Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution
Material stock overview MMBE
Logistics → Customer Service → Management of Technical Objects → Material → Stock Overview
Display material master MM03
Logistics → Customer Service → Technical Objects → Material → Display
Create master warranty BGM1
Logistics → Customer Service → Service Agreements → Warranties → Master Warranty → Create
Display serial number IQ03
Logistics → Customer Service → Technical Objects → Serial Numbers → Display
Create functional location IL08
Logistics → Customer Service → Management of Technical Objects → Functional Location → Create
Display functional location IL03
Logistics → Customer Service → Management of Technical Objects → Functional Location → Display
Functional location – structural display IH01
Logistics → Customer Service → Management of Technical Objects → Functional Location → Structural
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Activities
Menu Path Display
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Service notifications Customer Interaction Center Front Office CIC0
Logistics → Customer Service → Customer Interaction Center → Front Office → Front Office
Change list of tasks IW66
Logistics → Customer Service → Service Processing → Notification → List of Tasks → Change
Create notification (general) IW51
Logistics → Customer Service → Service Processing → Notification → Create (General)
Create notification – problem notification IW54
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
Notification – change list editing IW58
Logistics → Customer Service → Service Processing → Notification → List Editing → Change
Service Orders Create quotation for service order DP80
Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation
Create billing document VF01
Logistics → Customer Service → Service Processing → Completion → Billing Document → Create
Create billing document – batch billing VF06
Logistics → Customer Service → Service Processing → Completion → Billing Document → Batch Billing
Create billing document – edit billing document list VF04
Logistics → Customer Service → Service Processing → Completion → Billing Document → Edit Billing Document List
Create billing request – individual processing DP90
Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Individual Processing
Create billing request – collective processing DP95
Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Collective Processing
Graphical monitor I_GRAPH_MONITOR
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Graphical Monitor
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Capacity planning – leveling individual capacity (graphic) CM30
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Leveling → Individual Capacity (Graphic)
Capacity planning – evaluation of orders CM02
Logistics → Customer Service → Service Processing → Order → Capacity Planning → Evaluation → Orders
Display completion confirmation IW43
Logistics → Customer Service → Service Processing → Confirmation → Display → Completion Confirmation
Completion confirmation – CATS CAT2
Logistics → Customer Service → Service Processing → Confirmation → Entry → Time Sheet → Time Data → Enter
Completion confirmation – individual time confirmation IW41
Logistics → Customer Service → Service Processing → Confirmation → Entry → Individual Confirmation (Time)
Completion confirmation – overall completion confirmation IW42
Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation
Display confirmation list IW47
Logistics → Customer Service → Service Processing → Confirmation → Display → Confirmation List
Completion confirmation – collective time confirmation with selection IW48
Logistics → Customer Service → Service Processing → Confirmation → Entry → Collective Confirmation (Time) → With Selection
Cancel completion confirmation IW45
Logistics → Customer Service → Service Processing → Confirmation → Cancel
Completion confirmation – goods movement MIGO
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MIGO)
Settle service order – individual processing KO88
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Single
Settle service order – collective processing KO8G
Logistics → Customer Service → Service Processing → Completion → Order Settlement → Multiple
Complete service order – collective processing CO99
Logistics → Customer Service → Service Processing → Completion → Collective Processing → Complete Order
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Create service order (general) IW31
Logistics → Customer Service → Service Processing → Order → Service Order → Create (General)
Create service order – suborder IW36
Logistics → Customer Service → Service Processing → Order → Service Order → Create (Special) → Sub-Order
Print service order IW3D
Logistics → Customer Service → Service Processing → Order → Service Order → Print
Service order – change list editing IW72
Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change
Service order – change component list IW3K
Logistics → Customer Service → Service Processing → Order → Service Order → Component List → Change
Service order – change operation list IW37
Logistics → Customer Service → Service Processing → Order → Service Order → Operation List → Change
Enter activity report for service order IW55
Logistics → Customer Service → Service Processing → Confirmation → Entry → Activity Report
Customer Repairs Orders Display documents by status V.26
Logistics → Customer Service → Service Processing → Order → Customer Repair → Documents by Status
Create billing document VF01
Logistics → Customer Service → Service Processing → Completion → Billing Document → Create
Create billing document items DP90
Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Individual Processing
Create customer repairs order VA01
Logistics → Customer Service → Service Processing → Order → Customer Repair → Create
Create delivery for customer repairs order VL01N
Logistics → Customer Service → Service Processing → Order → Customer Repair → Shipping → Outbound Delivery → Create → Single Document → With Reference to Sales Order
Enter returns delivery VRRE
Logistics → Customer Service → Service
(C) SAP AG
LO110
12-8
Processing → Order → Customer Repair → Returns Delivery Goods movement for customer repairs order MB11
Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement
Service Contracts Settle contract VA88
Logistics → Customer Service → Service Agreements → Contracts → Contract → Subsequent Functions → Settlement
Create contract VA41
Logistics → Customer Service → Service Agreements → Contracts → Contract → Create
Bill contract VF01
Logistics → Customer Service → Service Agreements → Environment → Sales and Distribution → Billing Document → Billing Document → Create
Planned Customer Service Create general task list IA05
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → General Maintenance Task Lists → Create
Create equipment task list IA01
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Equipment → Create
Create task list for functional location IA11
Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Functional Location → Create
Maintenance plan – create single cycle plan IP41
Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → Single Cycle Plan
Create maintenance plan for contract item IP50
Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → For Contract Item
Schedule maintenance plan IP10
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Schedule
(C) SAP AG
LO110
12-9
Maintenance plan – deadline monitoring IP30
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Deadline Monitoring
Maintenance plan – scheduling overview (graphic) IP19
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → Graphical
Maintenance plan – scheduling overview (list) IP24
Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List
Evaluations Display user-defined analysis MCIS
Logistics → Customer Service → Information System → Standard Analyses → User Defined Analysis → Plant Maintenance
Display cost analysis MCI8
Logistics → Customer Service → Information System → Standard Analyses → Cost Analysis
Display analysis of problem notification MCIA
Logistics → Customer Service → Information System → Standard Analyses → Problem Notifications
Display sales-customer analysis MCTA
Logistics → Customer Service → Information System → Standard Analyses → Sales/Distribution Data → Customer
(C) SAP AG
LO110
12-10