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SAP Service Management: Advanced Configuration

SAP Service Management: Advanced Configuration

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SAP Service Management: Advanced Configuration

4/5 (1 rating)
290 pages
1 hour
Dec 2, 2014


This is the follow up to my first book on the successful implementation of SAP Service Management. This guide picks up where my first book left off. It begins to cover even more of the Service Management Configuration. It also includes several new scenarios including:
* Third Party Repairs (without Warranty Claims)
* Variant Configuration for Service Management
This guide will give you the tools you need to move beyond the initial implementation, and into the realm of advanced service management.

Dec 2, 2014

About the author

Mike’s SAP Expertise is in Customer Service/Service Management, Variant Configuration and Sales Distribution. Mike focuses on the technical development of SAP applications using ABAP, ABAP Objects, BSP and ABAP Web Dynpro. Mike began working in SAP in 1995 as an intern who needed to learn how to implement Variant Configuration in R/3 3.0F. Mike worked at SAP and Deloitte before becoming an independent consultant. Mike created Paper Street Enterprises (PSE) in 2006 with a mission to provide the best consulting knowledge in SAP Service Management and Variant Configuration. PSE focused on helping small to midsized manufacturing companies implement and streamline their service and engineering processes. Mike has worked in the mining equipment, telecommunications equipment and high tech manufacturing industries to realize the full potential of SAP Service Management and Variant Configuration. In 2008, Mike began the journey into application design. The first application, called Rapier, provided an out of the box customer self-service SM website using BSP technology. Mike became an SAP Partner in 2011 and received his first ABAP Add-on SAP certified. Since then, he’s led the development of SAP applications has evolved into a suite of products called Renovation that focuses on simplifying and streamlining the Service Management processes. Renovation includes a Service Management dashboard, and multiple other applications to make using SAP SM easier. Renovation continues to grow and evolve into the premier Service Management application suite. In 2012, Mike (Paper Street Enterprises) and Mike Golden (Discrete Manufacturing) created the joint venture of JaveLLin Solutions, LLC. Mike Piehl is the Chief Technical Officer, responsible for all the systems and development initiatives. He is the expert in Service Management and Variant Configuration.

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SAP Service Management - Mike Piehl

SAP Service Management

Advanced Configuration Guide

Published by Mike Piehl at Smashwords

Copyright 2014 Mike Piehl

Discover other titles by Mike Piehl

SAP Service Management – Your Successful Implementation Guide

Smashwords Edition, License Notes

This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to your favorite ebook retailer and purchase your own copy. Thank you for respecting the hard work of this author.


Part A – Advanced Scenarios

In-House Repairs

Third Party Repairs

Quoting In-House Repairs

Variant Configuration for Service

Part B – Configuration

Enterprise Structure

Definition – Logistics Execution

Assignment – Logistics Execution

Maintenance and Service Orders

Functions and Settings for Order Types

General Data


Create Revisions

Production Resource/Tool Assignments

Print Control

Message Control

Assign Default Values for Settlement Area to Order Type

Object Information

Field Selection for PM and CS Fields

List Editing

Maintenance and Service Notifications

Notification Creation – Notification Types

Notification Creation – Notification Content

Notification Creation – Partners

Notification Processing – Notification Print Control

Notification Processing – User Status for Notifications

Notification Processing – Object Information

Notification Processing – Condition Indicator

Notification Processing – List Editing

Notification Processing – Set Workflow for XXX Notifications

Basic Settings

General Data

Print Control

Setting for Display of Costs

Quotation Creation and Billing for Service Orders


Sales Documents – Customer Service

Sales Documents – Sales Document Header

Sales Documents – Sales Document Item

Logistics Execution

Shipping – Basic Shipping Functions

Shipping – Picking

Part C - Third Party Repairs

Part D - Quoting In-House Repairs

Part E - Variant Configuration for SM

Part F – Conclusion

Part G – About the Author


Originally, I planned to make this one super configuration book. But due to e-book limitation, it forced to me think about a better way to provide this information. So my first book is all about a quick implementation. This second book is about the advanced, forgotten, or seldom visited pieces of configuration. If you’re looking to move to the next level, this book will help get you there.

How to read this book

The majority of this book should be used a reference guide. I expect very few people to read this from start to finish. The idea is that the initial sections of the book will provide you with a quick start guide to implementing some advanced portions of service management and then all the individual pieces of configuration that make up the process.

You’ll notice that many of the common pieces of configuration are not included in this book. They are covered in my first book, so this guide really should be used as a companion to my first book, SAP Service Management – A Quick Implementation Guide.

Advanced Scenarios

In-House Repairs

Standard Return and Repair.

An advanced feature you can add to the standard Return and Repair process is driving the repair sales order to a specific shipping point and storage location.

First we begin with the Enterprise Structure. These steps may already be complete, but to be thorough, I recommend you validate the following configuration steps.

Define, Copy, delete, check shipping point

Assign shipping point to plant

Now, we move onto the delivery/logistics portion. This is primarily to handle the shipping point and storage location determination. Since most implementation have a specific storage location and/or shipping point, this configuration will save your order entry people a lot of headaches.

Define Shipping Conditions– if you choose to have a specific Shipping Point for your service area, don’t forget this step.

Define Shipping Conditions by Sales Document Type– here you can define that for you repair sales order, it should always use this shipping condition, regardless of what is maintained in the customer master.

Define Loading Groups– master data that helps define the shipping point

Assign Shipping Points

Define Storage Conditions– master data to review to help assign Storage Locations.

Assign Picking Locations

Third Party Repairs

As an alternative to implementing Warranty Claims, there is a simple work around that can be implemented within SAP Sales and Distribution. If you have this requirement, here is the quick start guide.

Define Sales Document Types – typically, I will use the same order for all repairs, in-house or on-site. So if you already have a sales order, skip this, if not you should copy from RA or RAS sales order types (see Your Successful Implementation Guide for more Details).

Assign sales order types permitted for sales areas– this step may not apply to everyone, but if you are having trouble creating an order with your new sales document, check here.

Define Item Categories * - I recommend you copy from item category TAS (see Your Successful Implementation Guide for more Details).

Define Item Category Groups * - You will need to create at least one group to point to your item category (see Your Successful Implementation Guide for more Details).

Assign Item Categories – You will need to assign your new item category created in step 3 to the order used in step 1 (see Your Successful Implementation Guide for more Details).

Create your Service Material with the newly created item category group.

Account Assignment– this step will be required if you need customized cost element determination depending upon the type of service. At a minimum, you will need to visit here to find the correct values to use for step 9.

Schedule Lines- this step will be required if you need customized cost element determination depending upon the type of service. At minimum, you will need to visit here to find the correct values to look up in step 7.

Configure Automatic Postings– this might not be required, but will be dependent on your material master settings from step 6, and account assignment from step 7 & 8.

If you want to see what the process can look like, take a look at thisexample.

Quoting In-House Repairs

If you plan to perform quoting of In-House repairs after the product has been received you will need to implement some additional pieces. SAP doesn’t provide a standard out of the box way to handle this requirement; however they have provided a method to accomplish this task. Read more here.

Variant Configuration for Service

If you want to include variant configuration within your Service Material, you will want to read more on this section.


This will begin the configuration section. Please note that each major area of configuration will be a main heading. This is because service management crosses so many different areas of configurations. Each section will be listed with the exact location of where the configuration can be found.

Enterprise Structure

This is the global pieces that may or may not need to be configured in

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