217_erp606_bpd_en_in.doc

EHP6 for SAP ERP 6.0

March 2012

English

Depot Repair (217)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Business Process Documentation

SAP Best Practices Depot Repair (217): BPD

Copyright

© 2012 SAP AG. All rights reserved.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, 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 other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.

Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.

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 Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

External Process

Business Process Alternative/Decision Choice

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include Field names, screen titles, pushbuttons as well as menu names, paths, and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

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EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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Contents

1 Purpose.................................................................................................................................. 5

2 Prerequisites.......................................................................................................................... 5

2.1 Master Data and Organizational Data.............................................................................5

2.2 Business Conditions........................................................................................................6

2.3 Roles............................................................................................................................... 6

2.3.1 Defining Queries for Delivery due Orders (POWL)...................................................7

2.4 Preliminary Steps............................................................................................................8

3 Process Overview Table.......................................................................................................10

4 Process Steps...................................................................................................................... 12

4.1 Creating a Customer Contract.......................................................................................12

4.2 Creating a Service Notification......................................................................................13

4.3 Changing the Service Notification.................................................................................15

4.4 Displaying the Repair Order..........................................................................................16

4.5 Creating a Return Delivery with Reference to Sales Order...........................................17

4.6 Stock Overview.............................................................................................................18

4.7 Changing a Repair Order – Starting Repairs.................................................................19

4.8 Displaying the Service Order.........................................................................................20

4.9 Changing the Service Order..........................................................................................21

4.10 Confirming the Materials Used...................................................................................22

4.11 Posting Goods Issues................................................................................................23

4.12 Displaying Serviceable Materials...............................................................................25

4.13 Time Recording (211)................................................................................................25

4.14 Checking Planned/Actual Costs.................................................................................26

4.15 Closing the Service Order Technically.......................................................................27

4.16 Displaying Equipment using Equipment List..............................................................28

4.17 Displaying Status of Repair Order.............................................................................30

4.18 Creating a Billing Request.........................................................................................31

4.19 Creating the Billing Document...................................................................................32

5 Follow-up Processes............................................................................................................33

6 Appendix.............................................................................................................................. 34

6.1 Reversal of Process Steps............................................................................................34

6.2 SAP ERP Reports.........................................................................................................38

6.3 Used Forms...................................................................................................................39

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Depot Repair

1 Purpose

This scenario covers the processing of a service case, from the initial reporting of the problem by the customer up to billing the customer, when service activities are carried out at plant.

The business process starts with a customer reporting a problem with a notebook. A service agent creates a service notification in the system. The service notification number is used as a return material authorization (RMA) number in the remainder of the repair process. The service agent carries out a warranty check on the service notification and then creates a service contract. The service center informs the customer that they must send the notebook to the central service center. The service notification number (RMA) must be specified on the shipping documents; otherwise the notebook is rejected by the service center. If the necessary spare parts are not in stock, they must be ordered.and the spare parts is non-excisable. A repair order is created from the service notification, so that the entire repair process can be controlled and settled. In the repair order, the damaged notebook is automatically assigned by the returns items created. A service order is automatically generated using an item proposal to enable the repairs to be carried out. Once the repairs have been carried out, the costs (for hourly fees and spare parts) are confirmed to the service order. The repaired notebook is delivered to the customer and the final repair status can be displayed. The service center creates a billing request. This appears in the repair order as an additional item and is not a separate document (unlike the billing request in the on-site service process). Subsequently, the repair order is billed. On a periodic basis the costs and revenues incurred on the service order are settled to the repair order, where they can be evaluated.

2 Prerequisites

2.1 Master Data and Organizational DataRequired master and organizational data was created in your system during implementation, such as the data that reflects the organizational structure of your company, and master data for materials, vendors, customers, and so on.

This master data primarily consists of standardized SAP Best Practices default values and enables you to go through the process steps of this scenario.

Additional Master Data (Default Values)

You can test the scenario with other SAP Best Practices default values that have the same characteristics.

Check your SAP ECC system to find out which other material master data exists.

Using Your Own Master Data

You can also use customized values for any material or organizational data for which you have created master data. For more information on how to create master data, see the Master Data Procedures documentation.

Use the following master data in the process steps described in this document:

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Service

Service Plant

Master data Value Master / org. data details

Comments

Material/Services D101 Repair Service

Material S300 Repair Material

Material H100 Procurement-to-Stock (130)

Spare Part 1

Sold-to party 100100 Customer Services

Ship-to party 100100 Customer Services

Payer 100100 Customer Services

Plant 1000 Plant 1

Storage Location 1040 Storage Location 1040

Company Code 1000 Company Code 1000

CO Area 1000 CO Area 1000

Sales organization 1000 Inland

Distribution channel 10 Sales Direct

Division 10 Product Division 10

Personnel Number 999203 Chandra Mallolu

2.2 Business Conditions The business process described in this Business Process Documentation is part of a larger chain of integrated business processes or scenarios. Therefore, you must have completed the following processes and fulfilled the following business conditions before you begin this scenario:

Business condition Scenario

To use this scenario, the materials must be available in stock. If you use trading goods (HAWA) you can either:

Run through the Procurement to Stock (130) process

Create stock using transaction MIGO (for details see the section Preliminary Steps).

Procurement without QM (130)

Do not install the Business Process Procurement without QM (130), but follow the steps described in the Business Process Documentation Procurement-to-Stock (130).

2.3 Roles

UseThe following roles must have been installed to test this scenario in the SAP Netweaver Business Client (NWBC). The roles in this Business Process Documentation must be assigned to the user or users testing this scenario. If you are using the standard SAP GUI, these roles are not required.

Prerequisites

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The business roles have been assigned to the user who is testing this scenario.

Business role Technical name Process step

Employee (Professional User)

SAP_NBPR_EMPLOYEE_S Assignment of this role is necessary for basic functionality.

Service Agent SAP_NBPR_SERVAGENT_S Create a Customer Contract

Create a Service Notification,

Change the Service Notification,

Display the Repair Order,

Display the Service Order

Warehouse Clerk SAP_NBPR_WAREHOUSECLERK_S

Create a Return Delivery with Reference to Sales Order,

Posting Goods Issues

Purchaser SAP_NBPR_PURCHASER_S Stock Overview

Sales Administrator

SAP_NBPR_SALESPERSON_S Change a Repair Order – Starting Repairs,

Display Status of Repair Order

Service Employee SAP_NBPR_SERVEMPLOYEE_S Change the Service Order,

Confirm the Materials Used,

Displaying Serviceable Materials,

Check Planned/Actual Costs,

Close the Service Order Technically,

Display Equipment using Equipment List,

Creating a Billing Request

Billing Administrator

SAP_NBPR_BILLING_S Create the Billing Document

2.3.1 Defining Queries for Delivery due Orders (POWL)

UseThe following queries must be defined to test this scenario in the SAP NetWeaver Business Client (NWBC). You only need these roles if you are using the NWBC interface. You do not need these roles if you are using the standard SAP GUI.

The queries are necessary to access role specific worklists in the SAP NetWeaver Business Client (NWBC).

For more information on the creation of queries, see the section Creation of Queries in Personal Object Working Lists (POWLs) in the Quick Guide to Implementing the SAP Best Practices Baseline Package (IN) document.

Defining Queries for Service Orders (POWL)

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Business Role: SAP_NBPR_SERVEMPLOYEE_S, Service Employee

NWBC menu path: Customer Service Service Processing Service Order

Business role

Application Object Type Variant Name

Variant Selections

Selection Criteria

Query Name

Service Employee

Service Order

Maintenance Orders

- - Order Status

Outstanding - x

In process - x

Service Orders

ResultYou can now process the steps Changing the Service Order, Checking Planned/Actual Costs and Closing the Service Order Technically in the scenario Depot Repair (217).

Defining Queries for Delivery due Orders (POWL)Business Role: SAP_NBPR_WAREHOUSECLERK_S, Warehouse Clerk

NWBC menu path: Warehouse Management Shipping Outbound delivery.

Business role

Application Object Type Variant Name

Variant Selections

Selection Criteria

Query Name

Warehouse Clerk

Warehouse management

Delivery due orders

- - Shipping Point/ Receiving Pt: 1000

Delivery due orders (Service)

ResultYou can now process the steps Posting goods issue in the scenario Depot repair (217).

Defining Queries for Sales Orders (POWL)Business Role: SAP_NBPR_SALESPERSON_S, Sales Administrator

NWBC menu path: Sales Sales Orders Sales Order Processing Sales Documents Worklist.

Business role

Application Object Type

Variant Name

Variant Selections

Selection Criteria

Query Name

Sales Administrator

Sales Sales Documents

- - Sales Organization: 1000

Sales Orders Service

ResultYou can now process the steps Posting goods issue in the scenario Depot repair (217).

2.4 Preliminary Steps

UseTo use this scenario, the material H100 (Spare Part) must be available in stock.

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Procedure

1. Access the transaction choosing one of the following navigation options:

Option 1: SAP Graphical User Interface (SAP GUI)

SAP ECC menu Logistics Materials Management Inventory Management Goods Movement Goods Movement (MIGO)

Transaction code MIGO

Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role

Business role Warehouse Clerk

(SAP_NBPR_WAREHOUSECLERK_S)

Business role menu Warehouse Management Consumption and Transfers Other Goods Movement

2. Make the following entries on the initial screen:

Field name Description User action and values Comment

Business Transaction

A01 – Goods Receipt

Select A01 – Goods Receipt from the first dropdown menu

Business Transaction

R10 – Other Select R10 – Other from the second dropdown menu

Movement Type 561 561 – Receipt per initial entry of stock balances into unr.-use

3. Choose Enter.

4. On the Goods Receipt Other screen: Material tab, make the following entry and choose Enter:


Material <Material number> H100

5. On the Goods Receipt Other screen: Quantity tab page, make the following entry:


Qty in Unit of Entry

100

6. Choose Enter.

7. On the Goods Receipt Other screen: Where tab, make the following entries:


Plant 1000

Storage Location 1040 Shipping - (w/o)

8. Choose Enter.

9. Save your entries.

10. Choose Back to return to the SAP Easy Access screen (SAP GUI)

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Or

Choose Exit (Shift+F3) and confirm the Business client message with Yes to return to SAP Home (SAP NetWeaver Business Client).

ResultThe quantity of 100 has been posted.

Financial postings:

Material Posting Key Account Description Cost Element/CO Object

Trading Good (HAWA)

89 22111100 Stk TG

91 L3110000 Lg trf TG stk

3 Process Overview Table

Process step External process reference

Business condition

Business role

Trans-action code

Expected results

Create Customer Contract

Service Agent

VA41 Customer contact is created.

Create Service Notification

Service Agent

IW54 Customer request for Service

Change Service Notification

Service Agent

IW58 Add information to customer request

Display Repair Order

Service Agent

IW53 Display the repair order created in the background.

Create Return Delivery with Reference to Sales Order

Warehouse Clerk

VL01n Returns delivery is created.

Stock Overview Purchaser MMBE Look into the stock list.

Change Repair Order – Starting Repairs

Sales Administrator

VA02 Creation of the service order in the background.

Display the Service Order

Service Agent

IW53 Display the service order.

Change Service Order

Service Employee

IW32 Enter work in the service order.

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Process step External process reference

Business condition

Business role

Trans-action code

Expected results

Confirm Materials Used

Service Employee

MB11 Goods movement

Posting Goods Issue

Warehouse Clerk

VL01n The repair material is returned to the customer.

Display Serviceable Materials

Warehouse Clerk

VA03 Display the serviceable material in the repair order.

Time Recording Time Recording (211)

See 211 scenario

See 211 scenario

See 211 scenario

Check Planned/Actual Costs

Service Employee

IW32 The planned/actual costs have been checked

Close Service Order – Technically Complete

Service Employee

IW32 Set the status to ‘Technically complete’.

Display Equipment using Equipment List

Service Employee

IH10 Check the status of equipment.

Display Status of Repair Order

Sales Administrator

VA03 Check status of entire repair process.

Create a Billing Request

Service Employee

DP90 A billing request is created with reference to the service order.

Create the Billing Document

Billing Administrator

VF01 Generation of the invoice from the debit memo request.

Settlement Service Orders

Period End Closing CO Orders (189)

See scenario no. 189



Close Service Order – Business View

Period End Closing CO Orders (189)




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4 Process Steps

4.1 Creating a Customer Contract

UseThe purpose of this activity is to define the service agreement between the service provider and the customer for a defined period.

PrerequisitesConfirmation of customer requirements triggers creation of a contract.

Procedure1. Access the transaction choosing one of the following navigation options:


SAP ECC menu Logistics Sales and Distribution Sales Contract Create

Transaction code VA41


Business role Sales Administrator

(SAP_NBPR_SALESPERSON_S)

Business role menu Service Processing Service Agreements Contracts Create Contract

2. On the Create Contract: Initial screen, make the following entries:


Contract Type

Sales document type of the contract

YBC1 (SP: SD-Contract)

Sales Organization

Selling entity responsible for the customer

1000

Distribution Channel

Customer grouping 10

Division Product or service grouping

10

3. Choose Enter.

4. On the Create SP: SD-Contract: Overview screen, make the following entries. (Default data remains unchanged.)


Sold-to Party

Alphanumeric key uniquely identifying the customer

100100

Description Description of contract <Description of contract>

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Contract start

Start date of the contract

<today’s date>

Contract End

End date of the contract <today’s date + 90 days>

Material Alphanumeric key uniquely identifying the service product

D101

Order Quantity

Number of service units 1

If the start date is in the past, the system issues a warning message. Confirm this with Enter.

The contract start must be a minimum of one day before the start of repair or notification date.

The service contract must have a minimum duration of two months.

If the Order quantity column is not visible, scroll to the right and move the column next to the Target quantity column.

5. Choose Enter.

6. Confirm the information dialog box Determined desired delivery date XX.XX.XXXX has been copied to schedule line with Continue.

7. Choose Save and write down the generated contract number 4XXXXXXX for future reference. Contract number: _________________________

8. Choose Back to return to the SAP Easy Access screen (SAP GUI).

Or


ResultThe following message appears on the screen: SP: SD-Contract 4XXXXXXX has been saved.

4.2 Creating a Service Notification

UseThe call center responsible for repairs processing creates a service notification, which contains all the details of the damaged notebook.



SAP ECC menu Logistics Customer Service Service Processing Notification Create (Special) Problem Notification

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Transaction code IW54


Business role Service Agent

(SAP_NBPR_SERVAGENT_S)

Business role menu Service Processing Notification General Create Service Notification-Malfn.

2. On the Create Service Notification: Problem notification screen, Notification tab page, make the following entries:


Short text (Notification)

Enter a short text describing the problem notification

<Description of the issue>

Sold-to-party 100100 Tab page Cust. address

Person respons. Person responsible 999203 Tab page Cust. address

3. Confirm your entries with Enter.

4. Choose (NWBC: More) Extras Contract selection from the menu. If you have more than one contract, select the appropriate one and go on with Choose.

5. On the Create Service Notification: Problem notification screen, on the Additional data1 tab page, make the following entries:


Coding Field 1 YBP200/REP Select using input help (F4), choose YBP200. In order to enter the value REP to the Field 2, use the Submenu of the Field 1.

Description Check the short description of the service notification

Description (long text)

You can enter all the details on the notification here


7. Choose Save to save the problem notification.

8. Write down the notification number displayed. Notification number: ________ The service notification number (also known as the RMA number) is used as the processing number for all further activities.


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Or


ResultThe service notification has been created.

4.3 Changing the Service Notification

UseThe call center responsible for repairs processing checks a list of outstanding notifications each day.



SAP ECC menu Logistics Customer Service Service Processing Notification List Editing Change





Business role menu Service Processing Notification List Editing Change Service Notifications

2. On the Change Service Notifications: Selection of Notifications screen, in the General Data/Administrative Data area, make the following entries:


Coding Field 1 YBP200 Select using input help (F4).

Coding Code Field 1 REP Select using input help (F4).

3. Choose Execute to display a list of the notifications to be processed.

This list only appears if more than one service notification exists. If there is only one document to display, the system takes you directly to the document in display mode.

4. On the Change Service Notification: List of Notifications screen, select the service notification created in step Creating a Service Notification.

5. Choose Details. The Change Service Notification: Problem notification screen is displayed.

6. On the Change service notification: problem notification screen, choose the Activities tab page. The service agent calls the customer to ask for details regarding the notification.

7. Choose Log telephone call from the Action box on the right.

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8. In the Subject of conversation area, you can enter a text of any length with the details of the outgoing telephone call.

9. Choose Continue. Based of the data and information from the telephone call, the service agent decides what further action has to be taken, for example, creating a repair order.

10. Choose Repair order from the Action box on the right.

11. In the Create Repair Order for Notification dialog box, make the following entries:


Order type YBR1

Sold-to party 100100

Sales organization 1000

Distribution channel 10

Division 10

Material S300

Order quantity 1

Service item D101

12. Choose Notification and order to save your entries.

13. If several partners have been maintained in the system, confirm the Partner selection dialog box with Continue (Enter).

The customer can now be informed by telephone or e-mail that they can send the item to be repaired to the service center responsible (record this information in the notification) using the notification number.


Or


ResultThe service notification has been changed. The system creates the repair order.

4.4 Displaying the Repair Order

UseIn this activity, you display the repair order that has been created by the system.



SAP ECC menu Logistics Customer Service Service Processing Notification Display



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Business role menu Service Processing Notification General Display Service Notification

2. Enter the service notification number and confirm your entries with Enter.

3. To display the repair order created in the background, choose Document Flow.

4. Select the sales order (third item) to display the repair order below.

5. Make a note of the sales order number. Repair order number: ________.


Or


ResultThe repair order number has been checked. The repair order number was created previously, after the service notification was saved.

4.5 Creating a Return Delivery with Reference to Sales Order

UseThe damaged customer equipment is delivered for repair. The purpose of this activity is to create a return delivery document with reference to a sales order.



SAP ECC menu Logistics Sales and Distribution Shipping and Transportation Outbound Delivery Create Single Document With Reference to Sales Order

Transaction code VL01N




Business role menu Warehouse Management Shipping Outbound Delivery Create Delivery

2. On the Create Outbound Delivery with Order Reference screen, make the following entries:


Shipping point 1000

Selection date Proposed by system

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Order <The repair order number you noted in step 4.4>

From item

Delivery type LR (Returns Delivery)

3. Confirm with Enter.

4. The Returns Delivery Create: Overview screen is displayed. Select the first item and choose (NWBC: More) Extras Serial Numbers.

5. Enter the serial number for the later posting to customer stock in the format S300 -<No. of sales order>.

6. Choose Enter to return to the Return Delivery Create: Overview screen.

7. Check the storage location for item 10: Field name "Sloc".

8. Choose Post goods receipt to save your entries. A corresponding success message with the number of your outbound delivery document appears at the bottom of the screen.

9. Make a note of the number. Returns delivery: ___________________________.


Or


ResultThe return delivery with reference to the repair order has been created. The material for repair is posted into the company’s special stock (assigned to the repair order).

4.6 Stock Overview

UseOnce the goods receipt has been posted, the sales order stock contains material S300 (SEMIFINISHED PRODUCT, for example, Notebook).



SAP ECC menu Logistics Customer Service Management of Technical Objects Material Stock Overview

Transaction code MMBE


Business role Purchaser

(SAP_NBPR_PURCHASER_S)

Business role menu Purchasing Goods Movement and Stocks Stocks Stock Overview

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2. On the Stock Overview: Company Code/Plant/Storage Location/Batch screen, make the following entries:


Material S300

3. Choose Enter, then choose Execute to display the list.

4. In the list, select the Sales Order Stock line and choose Detailed Display to display the sales order stock with unrestricted use belonging to your sales document. Choose Enter to return.

5. Choose (NWBC: More ) Environment Equipment/serial no. to display the serial number list. Select the Item and choose Detail. If there is only one item, the equipment number is displayed immediately. Make a note of the Equipment number:_________________________


Or


ResultThe equipment of the repair material has been checked.

4.7 Changing a Repair Order – Starting Repairs

UseWhen you change the repair order, the system automatically creates a service order.



SAP ECC menu Logistics Sales and Distribution Sales Order Change





Business role menu Sales Sales Orders Sales Order Processing ChangeSales Order

2. Enter your order number created in the step Display the Repair Order


4. On the Change SP: Repairs / Service Overview screen, select the main item in the repair order and choose Repairs.

5. On the Change SP: Repairs / Service …: Item Data screen, check the entries and choose Back.

6. Confirm the Copy item proposal message with Yes. The maintenance order is generated automatically in the background.

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7. Choose Continue if the SP: Repairs / Service:AvailabilityControl screen appear.

8. An additional item (the actual repairs) is created in the repair order.

To display all items, choose (NWBC: More ) Edit Display range All items).

9. Choose Save to save the repair order. The system issues success message with the number of your document at the bottom of the screen.


Or


ResultThe service order has been created.

4.8 Displaying the Service Order

UseYou can now display the service order that has been created in the background.



SAP ECC menu Logistics Customer Service Service Processing Notification Display





Business role menu Service Processing Notification General Display Service Notification

2. Enter the service notification number from the step Create a Service Notification.


4. To display the service order created in the background, choose Show Document Flow.

5. To display the service order, select the repair service (4th item) with double-click.

6. Make a note of the service order number. Service order number: ______________.


Or


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ResultThe service order number has been checked.

4.9 Changing the Service Order

UseUse this step to enter the planned work or duration and the required spare parts in the service order.



SAP ECC menu Logistics Customer Service Service Processing Order Service Order Change



Business role Service Employee

(SAP_NBPR_SERVEMPLOYEE_S)

Business role menu Customer Service Service Processing Service Order Change Order

2. Enter your service order number from the step Display the Service Order.

3. Confirm your entry with Enter.

4. The Change Repairs Order <…>: Central Header screen is displayed.

5. Select the Operations tab page to plan the expected working time and make the following entries:


Work Amount of work involved in performing the activity.

<Planned working time> The work can be different from the duration.

UN Unit H

Duration The normal duration required to carry out the activity.

<Planned duration> Change the CcKey to 0 = Maintain manually if the duration is different to the work

UN Unit H


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7. On the Change Repair Order: Operation Overview screen, select activity 0010

8. Choose General.

9. Enter the following data for the spare part required to perform the repairs and choose Enter:


Component H100

Reqmnt qty 1

IC (item category)

Stock item L

SLoc Storage Location 1040

10. Choose Save to save the repair order. The system issues a corresponding success message with the number of your document at the bottom of the screen.


Or


ResultThe planned work and required spare part have been added to the repair order.

4.10 Confirming the Materials Used

UseSpare parts have been removed from stock for the repair. You must now confirm the use of the spare part material.



SAP ECC menuLogistics Customer Service Service Processing Confirmation Goods Movement Goods Movement

Transaction code MB11




Business role menu Customer Service Service Processing Other Service Activities Goods Movement

2. On the Enter Goods Movement: Initial Screen, choose To Order… and make the following entries:


Order Number <Service Order number> Created in step

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4.8


4. On the Enter Goods Movement: Selection Screen, select the relevant items and choose Adopt + Details. Check the entries.

5. Save the goods issue document.

6. Confirm the system message Document xxxxxxxx posted.


Or


ResultThe material consumption has been posted and the stock level reduced in the system.

4.11 Posting Goods Issues

UseIn this activity, the repaired notebook is returned to the customer.



SAP ECC menu Logistics Sales and Distribution Shipping and Transportation Outbound Delivery Create Single Document with reference to sales order

Transaction code VL01N




Business role menu Warehouse Management Shipping Outbound Delivery

NWBC: Choose the POWL Delivery Due Orders (Service) from Step 2.4.1. Select the first position of the repair order created in step 4.4 and choose Creation in Foreground. Go to step 4

If you don’t find the repair order number in the POWL, check the query options and choose the refresh function.

2. On the Create Outbound Delivery with Order Reference screen, make the following entries:


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Shipping point 1000

Selection date Proposed by system

Order <Noted order number> See step 4.4

From item

Delivery type LF (Delivery)


4. The Delivery Create: Overview screen appears.

5. Select the first item and choose (NWBC: More ) Extras Serial numbers.

6. Select the serial number you posted in the customer stock in the format S300 -<No. of sales order>.

S300.

You can also search for the serial numbers by using the input help (F4).

7. Choose Enter to return to the Delivery Create: Overview screen.

8. Check the storage location field for item 10: Field name “Sloc”.

Use help (F4) and choose the sloc value 1030 with the special stock S value E.

9. Choose Post Goods Issue to save your entries.

The system issues a corresponding success message with the number of your outbound delivery document at the bottom of the screen.

10. Make a note of the number. Delivery: ___________________________.


Or


ResultThe repaired item is returned to the customer.

4.12 Displaying Serviceable Materials

UseYou can display the serviceable material in the sales order stock (see Stock Overview above) or in the repair order.



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SAP ECC menu Logistics Sales and Distribution Sales Order Display





Business role menu Sales Sales Orders Sales Order Processing Change Sales Order

For NWBC: choose More… Sales document Display.

2. Enter your order number created in the step Change the Service Notification in this document.


4. On the Display SP: Repairs / Service <…>: Overview screen, choose (NWBC: More … ) Environment Status overview.

5. On the Sales order: Status Overview screen, mark Status overview with the cursor and choose the Expand all button to display the current details.


Or


ResultThe serviceable material has been checked.

4.13 Time Recording (211)

External Process

UseThe Cross-Application Time Sheet (CATS) is the tool used for recording time spent working by an employee on a certain assignment. In this scenario, the service order is the focal point of the process.

PrerequisitesThe service order has already been already created. The service order collects the time and costs involved in the repair, for internal review.

ProcedureComplete all activities described in the Business Process Documentation of the scenario: Time Recording (211).

To accomplish activities of the scenario, carry out the process steps in the relevant Business Process Documentation using the master data from the following tables:

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Data Entry Profile

Customized time sheet profile

YBCS Service Order

Key Date Date that determines the date range available in the time sheet

<Accept current default date>

The first time a time sheet is called up, the key date is not visible on the initial screen.

Personnel Number

Numeric key identifying a personnel record

999203 Chandra Mallolu


ActTyp Activity type Leave this field empty. The value will be set automatically after all necessary fields are filled in and are confirmed with Enter

Rec. CCtr Receiver Cost Center

Leave this field empty.

RecSaleOrd Receiving order that will collect time and cost


RecItm Item number in receiver sales order


Rec.Order Receiver Order <Service order number from the step Change a Repair Order – Starting Repairs>

Act. Activity Number 0010

Hours Time worked on the receiving object

<Any scenario hours> Example: 8

4.14 Checking Planned/Actual Costs

UseIn this activity, you can check planned/actual costs – specified for value categories.





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2. Enter the service order number and confirm your entry with Enter.

3. Go to the Costs tab page to display the planned/actual costs.

4. Check the data and choose Back.

5. Confirming the Exit maintenance order dialog box or the prompt asking you if you want to save the data with Yes.


Or


ResultThe planned/actual costs have been checked.

4.15 Closing the Service Order Technically

UseOnce all the activities are complete and the completion confirmations are posted, you can set the status of the service order to technically complete.









2. Enter your order number.


4. On the Costs tab page, check once more that all expenses for the repairs have been entered. You can also choose Document Flow to display the assigned confirmation by double clicking on the confirmation item.

5. Choose Back.

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6. Choose Complete (technically) to complete the service order technically.

7. Confirm the repair message with Continue.

8. Choose Enter to confirm the Complete dialog box. A corresponding success message with the number of your document appears at the bottom of the screen.


Or


Result

This completes the repairs technically and the device can be delivered to the customer.

4.16 Displaying Equipment using Equipment List

UseIn this activity, you can check the current status of all listed equipment and update the equipment data.



SAP ECC menu Logistics Customer Service Management of Technical Objects Equipment List Editing Display

Transaction code IH10




Business role menu Customer Service Management of Technical Objects Equipment Display Equipment

The equipment status has changed to ECUS (on the customer side)

2. On the Display Equipment: Equipment Selection screen, in the Equipment selection area, enter S300 in the Material field and the serial number used previously in the Serial number field.

3. Choose Execute.

The Display Equipment: General data screen is displayed.

The equipment contains various views. The Partners view on the Partners button in the toolbar contains data on the customer; the SerData tab page contains the data on the material supplied.

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4. Choose the History button on the SerData tab page to trace the entire document flow for the equipment.

5. Return to the Display Equipment: SerNo.Detail screen.

The following steps are optional. If a customer warranty is assigned to the equipment, the system carries out a warranty check when you create a service notification. Depending on the repair and warranty analysis, an invoice is created for the customer, and you may have to bill the customer.

6. Choose the Display Change to change the equipment data.

7. Choose the Location tab page.

8. On the Change Equipment: Location screen, make the following entry:


Maint Plant 1000

9. Choose the Organization tab page.

10. On the Change Equipment: Organization screen, make the following entries:


Cost center 1701

Main work center (Plant)

SERV01 / 1000

11. Choose the Sales and Distribution tab page.

12. On the Change Equipment: Sales/Distributi screen, make the following entries:


Sales Org. 1000

Distribut. channel 10

Division 10

13. Choose the Warranty data tab page.

14. On the Change Equipment: Warranty data screen, on the Warranty data tab page, go to the Customer warranty view to carry out a warranty check.

15. Make the following entries:


Begin guarantee <Repair end date>

Master warranty <Warranty number> for example, 3000000000

Select the warranty number for the 12-month guarantee by using the search help, tab page: Master Warranty Text Search Help.

For Equipment / Material used in the

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service order check the warranty data, if existent.

16. Choose Back.

17. Confirm the message with Yes.

18. The message Equipment XX changed appears at the bottom of the screen.


Or


ResultThe equipment has been checked.

4.17 Displaying Status of Repair Order

UseYou can now check the current status of the entire repair process.



SAP ECC menu Logistics Sales and Distribution Sales Order Display






For NWBC: choose More… Sales document Display.

2. Enter your sales order number and confirm your entry with Enter.

3. On the Display SP: Repairs / Service <…>: Overview screen, select the main item and choose Repairs.

4. You can see the number of devices delivered in the Delivered field in the Serviceable material data block.


Or


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4.18 Creating a Billing Request

UseIn this step, you create the invoice to the customer for actual work performed. In this scenario, no billing request is created, but the actual billing document (debit memo) is created directly from the service order.



SAP ECC menu Logistics Customer Service Service Processing Completion Billing Request Process Individually

Transaction code DP90




Business role menu Customer Service Service Processing Billing CS: Resource-Related Billing Doc.

2. Enter your service order number created in the step Change a Repair Order – Starting Repairs of this document.


The expenses screen for the billing request appears automatically (Billing request for resource-related billing document <new>: Expense). This screen shows the actual expenses that the company incurred in providing the service.

4. To save the billing request, choose Billing request.

5. Confirm the message Do you really want to create the Billing Request? with Yes.

6. In the Change SP: Repairs/Service <…>: Overview, choose Edit Display range All items.

(NWBC: use More and then the path Edit Display range All items).

7. Enter the following condition to the resource-related billing items.

8. Select the billing item 10400, choose (NWBC: More ) Goto Item Conditions, and add the following condition type to the billing item:

CnTy (Condition Type) Amount Comment

YBS1 80 Surcharge Customer in %

9. Choose Back.

10. Repeat the previous 3 steps for item 10500.

11. On the Sales tab page, make the following entries:

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Billing block Leave field blank Absolutely necessary for billing purposes

Order reason No warranty Use Key YR1

12. Save the SP: Repairs/Service order. This generates the basis for the billing document.


Or


ResultThe SP: Repairs/Service order is the billing request.

4.19 Creating the Billing Document

UseIn this activity, you generate the invoice from the SP: Repairs/Service order.

Procedure1. Access the transaction choosing the following navigational option:


SAP ECC menuLogistics Customer Service Service Processing Completion Billing Document Create

Transaction code VF01

2. On the Create Billing Document initial screen, maintain the following fields:


Document SP: Repairs/Service order from the previous step


4. On the Debit Memo (L2) Create: Overview of Billing Items screen, the items for the services are proposed. Save the proposed debit memo. This generates the billing document. The number of the billing document created is displayed in the status bar. The corresponding accounting document is created in the background.


1. Access the transaction choosing the following navigational option:

Business role Billing Administrator

(SAP_NBPR_BILLING_S)

Business role menu Sales Billing

2. On the Billing screen choose Billing Due List tab page or the Billing due List query (refresh the current query if necessary).

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3. Enter the relevant search criteria; select the Order-Related flag. Choose Apply.

4. Mark the lines with the sales document you want to bill then choose Billing in Background.

5. The system will provide you with a list of the created billing documents.


Or


ResultThe billing document has been created and assigned to accounting.

5 Follow-up ProcessesYou have finished all activities that are part of the business process described in this document.

To complete further activities in this business process, complete the process steps described in one or more of the following scenarios, using the master data from this document.

Accounts Receivable (157)

UseIn this activity you post the incoming payment.

ProcedureComplete all activities described in the Business Process Documentation of the scenario: Accounts Receivable (157) (sections Post Payments using Automatic Payments Program, Post Incoming Payment from Customer Manually, Automatic Clearing of Open Items in Customer Accounts, and Manual Clearing of Open Items in Customer Accounts) using the master data from this document.

Period-End Closing Service Orders (189) (optional)

UseAdditional activities must be carried out in this project. These are performed collectively as a part of month-end closing. For more information about the month-end closing procedure, see the Business Process Documentation for Period-End Closing Service Orders (189).

Month-end closing can only be performed once a month.

To accomplish activities of the scenario, carry out the process steps Settlement Service Orders and Close Completed Service Orders (Business View).

Sales: Period End Closing Operations (203) (optional)

Use

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This scenario describes the collection of periodic activities such as day ending activities or legal requirements like Intrastat and Extrastat reporting.

ProcedureComplete all activities described in the Business Process Documentation of the scenario: Sales: Period End Closing Operations (203) (sections Review Sales Documents Blocked for Billing, Review Billing Due List, Review Log of Collective Invoice Creation, Review List Blocked (for accounting) Billing Documents), Calculation of Work In Process (Service Provider) and Settling the Sales Order to Profitability Analysis (Service Provider) using the master data from this document.

6 Appendix

6.1 Reversal of Process StepsIn the following section, you can find the most common reversal steps, which you can take to reverse some of the activities described in this document,

Create a Customer Contract

Transaction code ( SAP GUI) VA41

Reversal: Change the customer contract




Business role menu Service Processing Service Agreements Contracts Change Contract

Comment You can change the customer contract.

Create a Service Notification

Transaction code ( SAP GUI) IW51

Reversal: Change a Service Notification




Business role menu Service Processing Notification General Change Service Notification

Comment Set the system status NOCO (Notification completed) and set system status DLFL (Deletion Flag).

Change the Service Notification

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Reversal: Change a Service Notification




Business role menu Service Processing Notification General Change Service Notification

Comment Set the system status NOCO (Notification completed) and set system status DLFL (Deletion Flag).

Create a Return Delivery with Reference to Sales Order

Transaction code ( SAP GUI) VL01N

Reversal: Change a Return Delivery with Reference to Sales Order




Business role menu Warehouse Management Shipping Outbound Delivery Order Fulfillment Worklist-POWL (Homepage)

Comment Choose Outbound Delivery – Delete.

Change a Repair Order – Starting Repairs


Reversal: Change a Repair Order





Comment Mark line and choose button change

Change the Service Order


Reversal: Change the Service Order


Business role Production Planner (

SAP_NBPR_PRODPLANNER_S)

Business role menu Production Worklist

Comment Mark line and choose button Change order

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If the order is not released: set the system status NCMP (Not completed) with the function Do Not Execute. After that, set the system status DLFL (Deletion Flag).

If the order is released: set the system status CLSD (Closed) with the function Complete (Business). After that set the system status DLFL (Deletion Flag).

Confirm the Materials Used

Transaction code ( SAP GUI) MB11

Reversal: Goods Movement – Cancel with Reference to Order

Transaction code ( SAP GUI) MB11



Business role menu Customer Service Service Processing Other Service Activities Goods Movement

Comment The goods movement with reference to the order is canceled.

Post Goods Issues


Reversal: Reverse Goods Movement

Transaction code ( SAP GUI) VL09



Business role menu Warehouse Management Shipping Outbound Delivery Cancel Goods Issue for Delivery Note

Comment Enter the Outbound Delivery Number and choose Execute (F8).

Close the Service Order – Technically


Reversal: Cancel the Technical Completion


Business role Production Planner

(SAP_NBPR_PRODPLANNER_S)

Business role menu Production Worklist Change Order

Comment Mark the line and choose the button Change Order

Use Order Functions Complete Cancel technical completion

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Create a Billing Request

Transaction code ( SAP GUI) DP90

Reversal: Cancel Billing Request





Comment Change the billing request document before invoicing if necessary.

Create the Billing Document

Transaction code ( SAP GUI) VF04

Reversal: Cancel Billing Document

Transaction code ( SAP GUI) VF02

Business role Billing Administrator

(SAP_NBPR_BILLING_S)

Business role menu Sales Billing Change Billing Document

Comment You cancel the customer invoice and posting to the accounting.

Close the Service Order – Business View


Reversal: Cancel the Business Completion





Comment Use More Order Functions Complete Cancel business compl.

6.2 SAP ERP Reports

UseThe table below lists the most frequently used reports that help you to obtain additional information on this business process.

You can find detailed descriptions of the individual reports in the following BPD documents, which provide a comprehensive compilation of all important reports:

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Financial Accounting: SAP ERP Reports for Accounting (221)

Logistics Processes: SAP ERP Reports for Logistics (222)

Note that the descriptions of some reports that are an indispensable part of the process flow may be located directly in the section where they belong.

ReportsReport title Transaction code Comment

Service Notifications IW59 A list of service notifications.

Service and Maintenance Orders

IW39 A printed list of orders.

Equipment list IH10 An equipment list with general data and more information.

Cost Analysis MCI8 A list of order types contains information about the numbers of unplanned and complete orders.

Orders: Actual/Plan Variance

S_ALR_87012993 An overview of the actual and plan data on internal orders.

List: Orders S_ALR_87012995 A list of orders by controlling area for a plan/actual comparison.

Actual Line Items KOB1 A report for actual line items for orders.

Execute Report KE30 A report concerning plan/actual activities.

6.3 Used Forms

UseIn some of the activities of this business process, forms were used. The table below provides details on these forms.

Common form name Form type Used in process step

Output type

Technical name

YB_QM_PM_COMMON SapScript After Release of the Service Order

Shop Paper

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