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USER GUIDE FOR CUSTOMER SERVICE MODULE IN SAP
Prepared by: Date
Vishnu Swarup.O.V 23-08-2007
Sanjeev.V.Dyamannavar Aparna.M.E Issue Level 1.0 Page No 1/17
Service Order.O. to enable them to quickly adapt to Customer Service Process in SAP. Process the Notifications by creating service requests. 1.E Issue Level 1. marketing and sales depts. Machines). Process in SAP Transactions will flow between company code. which drives the MRP run and other subsequent documents like PR/PO generation.OVERVIEW OF CUSTOMER SERVICES PROCESS IN SAP OBJECTIVE : 1. department. Material Master. Contract. The tax structure. billing etc. Quotation. MRP II vis-à-vis SAP are listed below : Sl. regional offices etc. division.0 Page No 2/17 .3 MRPII vis-à-vis SAP: The detailed changes . The Taxes for Material / Customer and also Excise Duty for a Material / Customer is derived from Master Data. Monitor Customer Notifications in order to keep to deadlines and agreed response times. 2. SBU. Work order is issued based on sale order/ Customer Indent/ Repair Order.2 IMPORTANCE OF MASTER DATA IN SAP : All Master Data viz. the information flow in Customer Services / Sales documents could get blocked at any stage of Document processing.. Resource related Billing ). Manage data for warranties and business partners. Equipment Master.1 This Document is prepared as a ready reckoner for End Users. Tax Master. sales area( sales organisation. 1. Prepared by: Date Vishnu Swarup.Dyamannavar Aparna. Excise Master. Delivery. No 1 Activities Organizational structure. Work order system for Customer Order / Repair Order. in lieu of Work Order. It supports you when representing.. Customer Master. Record the Customer Notifications / Complaints immediately. Process in MRP II Transactions flow between unit. Plan and execute requested services thru in-house processing or by external i e by supplier.V 23-08-2007 Sanjeev.V. Repair Order.M. If Master data is not maintained correctly. Customer Material Info Record play key role in Customer Services (Notification. The following activities are managed using Customer Services Module of SAP : It structures and manages technical objects for which services should be performed (for example : Equipment. IMPORTANCE OF CUSTOMER SERVICES IN SAP: Customer Services is an important process in SAP. Inspection. Bill the costs that arise as a result of the services being executed. excise structure required in Sales document are available in Master Data. Condition Master. managing and processing all services that you provide to your customers. division.. Technical systems. distribution channel) sales office Sale order is the main document.
maintained as search code. record with management number/category part number.0 Page No 3/17 . bill to party. place. company code data are maintained at central MRP-II and IFAS. MRP-II i) Sales view for each saleable 5. 5. deriving on the basis of address to party. Accounting. Customer code is common across all Customer code varies across divisions and units of BEL. Customer Codes across BEL.Excise Master separately ii) Tax combination for State / Region ii) No Tax master combination wise.Dyamannavar Aparna. customer information Customer Master is available in General data. Purchase. Warehouse.M.E Issue Level 1.V 23-08-2007 Sanjeev. ship party. and payer. sales area data.V. Accuracy of the operation of Sale Order Master Data plays a vital role in the execution of Sale Order Prepared by: Date Vishnu Swarup.numeric customer code could be maintained in master. it should be same type (defence required sales area. Basic . Tax i) Sales view not maintained material to be maintained. cost/ Product cost estimation can be estimate.Quality. 4. Using a suggested selling price.O. Storage.across BEL. the IED executives can run product cost estimation. and payer. master. Customer master data details.3. country wise to be maintained. simple transaction code ZFI001. the same alpha. v) Since the Sale Order is an v) Master Data does not impact Intelligent Document. ship to party. Costing. Customer code is different for Customer code is the same for sold to sold to party. Concept Sales . divisions and units of BEL. bill to party. Existing customer code can be code. Master data is maintained by respective computer centre. Customer code is alphanumeric Customer code is a numeric code. Customer iv) The Material Master consists of iv)Material Master is a simpler several Business views viz. order type wise. One address had several One address has one customer code only . Finance determines the extracted from the system. iii) Excise master to be maintained for iii) No excise master for material and Customer. Pricing details IED determines the mfg. all relevant information is available as customer part description in maintained by user. Customer can’t be extended Customer can be extended from an from an existing sales area to existing sales area to required sales area. MRP. /non defence) Master data is available centrally.b Material Master .a Other master data BEL part number/ customer part Customer material info..
useful tool to track the status of any Contract/ Sale Order / Service Order. Contract/Sales Order level only. 15 Warranty tracking Serial numbers of equipment / Serial numbers for equipments are spares not captured for warranty captured in OBD(Outbound Delivery) tracking /PGI(Post Goods Issue) and are automatically available for tracking in customer service module as equipment 16 Document Flow There is no provision to view Document Flow is an important and Document Flow . 18 Cost Capture Cost is captured in a Work Order Cost is captured in Service Maintenance Order. 17 Tax & Excise Duty The Segregation of Tax. made only after item is store credited to CRSL. 14 Quotation processing Quotation processing available Copying & processing of quotation is in MRP. Despatch Despatch Order Despatches are made against Outbound Delivery(OBD). Source code wise stock is Valuation type(which is same as maintained.0 Page No 4/17 6.It is a replica of Commercial Invoice without accounting document. 7. System Supports Forms & Reports. 12 Label For Manual Preparation Automatic Printing Of Labels using Deliverables Transaction code ZSD003. Manual . Finished goods activities . 9. For Quotation including purchase prices.V Sanjeev.V. The OBD controls only the Quantity to be dispatched(without value). controlling of SIV. Proforma Invoice gives value of the quantity despatched to Customer . Billing To Customer MRP-II & IFAS Supported by CS(Customer Service) / FI-CO (Finance & Controlling) modules. Development will be required for additional reports and forms 11 Stock Updation Stock is updated with the Stock is updated after PGI is made.Dyamannavar Aparna. 13 Comparative A separate program to be run by Transaction code ZSD002 gives price Statement Of Prices computer centre comparison of earlier supply orders. Customer Complaints Manual System Supports Through CS (Customer Service ) Modules. Prepared by: Vishnu Swarup. Excise The Segregation of Tax.M.E Date 23-08-2007 Issue Level 1. 10 Reports & Forms MRP II System. available. The OBD value is available in Proforma Invoice(a reference document) 8. Excise duty is Determination duty is determined at the time of determined at the time of making making DO. 19 Reference Document DO and SIV are references to Proforma Invoice is the reference for Excise Invoice make an Excise Invoice document to create Excise Invoice.Dispatch order can be made only OBD(Out Bound Delivery) can be after store crediting. Source Code)wise stock is maintained.O.
Quality Department : Material to be extended for CRSL & FGSL storage location PERTINANT TAB Sales: Sales Org.4 Customer Service Process Terminology in MRP II and SAP : Sl.1. T-Code : MM01/ MM02 / MM03 In the Material Master .1 MATERIAL MASTER : Responsibility – MRP controller & Customer Support person to verify the relevant data.V.V 23-08-2007 Sanjeev. Profile As applicable Inspection Set Up ( Type :05 with active) Valuation class. Group.Dyamannavar Aparna.0 Page No 5/17 .M.2 SERVICE MATERIAL MASTER : T-Code : VA01 / VA02/ VA03 SERVICABLE ITEM AS A MATERIAL : SERVICE COST To process and keep track of costs involved in each Customer Service. Prepared by: Date Vishnu Swarup. Moving price / Standard Price With Qty Structure & Material Origin to be ticked 2.2 Sales :general/plant Sales Text (if any) Quality Management Accounting 1 Costing 1 CRITICAL FIELDS TO BE MONITORED Tax Classification Material statistics group. Profit Center.O. Sr No. service item is maintained through out BEL as one material and same is extended to all sales areas. the following Tabs are to be maintained by Sales Department. Material pricing group. MAINTAINING MASTER DATA : 2. Acct assignment Group. 1 Sales: Sales Org.E Issue Level 1. Loading Group.No 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 MRP II Terminology Delivery Customer Indent Customer Indent Number Indenter Consignee Paying Authority Source Code SIV Inspection Equipment Work Center Physical Location Warranty Work Order SAP terminology OBD(Out bound Delivery) Contract Customer Purchase Order Number Sold to party Ship to party Payer Valuation type PGI(Post Goods Issue) and Proforma invoice Usage Decision ( UD ) Equipment Work Center Functional Location Warranty Service Maintenance Order Inspection Lot CUSTOMER SERVICE PROCESSING : 2. Item category group Trans.
Channel & Division) CRITICAL FIELDS TO BE MONITORED Address(including Communication Details).Responsibility – MRP controller & Customer Support person to verify the relevant data.Dyamannavar Aparna. Manufacturer / Vendor Warranty Prepared by: Date Vishnu Swarup.0 Page No 6/17 . the following fields are to be maintained by Sales Department : Customer Code.5 EQUIPMENT MASTER : T-Code : IE08 / IE02 / IE03 In the Equipment Master . 2. Sales Area(Sales Organization. Group). Sales Area (Sales Organization. if a Vendor happens to be a customer also) Reconciliation Account in Account Management Sales (Pricing Group . Moving price/Standard Price.M.Shipping (Shipping conditions. the following Tabs are to be maintained by Customer Support Department. Loading Group. Work Center Company Code. Maintenance work ctr. Customer Warranty. Maintenance Plant. In the Material Master . Delivery Plant). Planning Plant. Material pricing group.V 23-08-2007 Sanjeev. the following Tabs are to be maintained by Customer Support Department.3 CUSTOMER MASTER: T-Code : VD01 / VD02 / VD03 In the Customer Master .4 CUSTOMER MATERIAL INFO RECORD : T-Code : VD51 In the Customer Material Info Record . 1 Sales: Sales Org.2 Sales :general/plant Sales Text (if any) Accounting 1 Costing 1 CRITICAL FIELDS TO BE MONITORED Tax Classification : Services Material statistics group. Profit Center As applicable Valuation class. the following Tabs are to be maintained by Sales Department : PERTINENT TAB General Data Company Code. Customer Stats. Quality Department : PERTINANT TAB Sales: Sales Org. Item category group : LEIS Trans. Acct assignment Group. Distn.O.Billing Document (Account Assignment Group.Customer Pricing Procedure.Customer Material Number 2. Ship to Party. Quality Department : PERTINANT TAB General Location Organization Sales & Distribution Set Data Additional Data 2 CRITICAL FIELDS TO BE MONITORED Manufacturer Part No.E Issue Level 1. Sales Area Material Part Number Sold to Party.and Partner Functions. No Valuation Category With Qty Structure & Material Origin 2. Control Data(Vendor details . Group.Contact Persons. Tax Classification). Distribution Channel & Division ) .V.
Receiving of equipments to BEL premises for repair. 2. Delivery of spares 3.1. Billing. necessary service tasks can be entered and rough plan can be done for further processing. Finance Management . Prepared by: Date Vishnu Swarup. Goods Issue for repair. Shipping and Outbound Logistics.6 EXCISE MASTER DATA : The Purchase Coordination Cell of BG Complex maintains the relevant chapter id for the pertinent material.E Issue Level 1. Valid from and Valid To.V 23-08-2007 Sanjeev. TRANSACTION DATA 3. Quality Management. 4. for seamless flow of information into subsequent documents : PERTINENT TAB NOTIFICATION LOCATON DATA CRITICAL FIELDS TO BE MONITORED Equipment Serial number. Sales Area . PO conversion. before proceeding with the Customer Service / Sales Transactions. Service Order. Creation of a service order for sending service technicians to a customer site for a service within the service center.2. The following fields are to be entered in the transaction IW51.M.O. Cost Control. Material. Work Center.0 Page No 7/17 . Location. S2 Activity report. Equipment No ) In Notification field : Description of the Problem to be entered as text. Billing for Repairs carried / spares supplied. Transaction code : IW51 / IW52 / IW53 Notification Type : S1 Customer Complaint Type General.8 MAINTAINING TRANSACTION DATA : Customer Support / Sales Executive has to ensure that the Master Data is accurately maintained . Sold To Party. Goods Receipt of Customer Equipment. 2. From the service notification. In Customer notification. CUSTOMER NOTIFICATION PROCESSING : Here Customer complaint or malfunction of customer equipment or to report the technical problem are captured the moment call or intimation is received from customer.Description of the Complaint. Warehouse Management. Quotation Processing. 2. plant and Material type. Amount.7 PRICING CONDITION MASTER DATA : Respective Customer Support departments are responsible to maintain Pricing Condition Master consisting of following fields : Customer. This will ensure that the information flows seamlessly through all the subsequent transactions which includes Notification Processing . Repair Order. Scales( if any).Dyamannavar Aparna. Also progress of the tasks can be monitored. PR creation. S3 Customer Complaint Specific Search Customer Notification : IW58 ( by Part Number.V. you can initiate all the processes involved in problem solving ( within warranty & beyond warranty ) : 1.
0 Page No 8/17 .V 23-08-2007 Sanjeev. PROCESSING OF SERVICES Prepared by: Date Vishnu Swarup. Completed When you have finished processing a service notification and all technical completion confirmation data has been correctly entered. you can close the notification.E Issue Level 1. where it is available for planning future tasks and for performing evaluations. The notification is then transferred to the maintenance history. Changes are then no longer possible. it can be released for further processing.Features When a notification is created with all necessary and relevant data regarding the problem and processing. Confirmed You can set this status once technical findings have been entered (technical completion confirmation). The system then assigns the status "completed" to the notification.M. You can create directly a service order or Repair order from the service notification.Dyamannavar Aparna.O. the system sets automatically the status “in process”. The service notification can have the following status : In process When you call up the function “Create order” for the service notification.V.
A. In the background. PR00 in conditions and check for completeness and save the document.O.RETURNS AND REPAIRS PROCESSING (CS) 4.V. Repair Order : In change repair Order.M.1 Repair Service thru Service Sales Order Followings are steps to be followed. Repair order will be created for serviceable material ie Service Cost ( see the document flow to note down the Repair Order number ). enter the required fields ie : Payment terms.Dyamannavar Aparna. Receiving the Customer Equipment to BEL premises for repair : If the Customer equipment is already brought to BEL premises a repair service order to be created from notification in change service notification ( right side icon ) T-Code : IW52 Phases of Repairs Processing The phase is started by: Create customer repairs order Enter results of technical check Technically complete service order Repair acceptance Repair start Repair completion confirmation Possible operations: • Returns • Dispatch of loan equipment • Repairs • Exchange part • Outbound delivery • Scrap • Credit memo SAP AG 1999 • Outbound delivery • Exchange part • Pickup of loan equipment • Invoice • Credit memo Order Type : ZRAS and Service Item : Service cost to be entered with Equipment quantity to be received.V 23-08-2007 Sanjeev.0 Page No 9/17 . B.E Issue Level 1. Item 2nd is for return delivery ( Item Category : ZSRE ) and 1st line will be Service Cost ( item Category : ZSRS ) T-Code : VA02 Prepared by: Date Vishnu Swarup. Save the service notification.
See the document flow of the repair order and note down the number. Now Equipment need to repaired. An inspection lot is created automatically and initiates the technical check. the budget and account assignment details have been defined for subsequent cost allocation.Dyamannavar Aparna. come back and save the repair order. T-Code : MMBE E.E Issue Level 1. When you post goods receipt for serviceable materials : The items are automatically assigned to inspection stock. Service Maintenance ( SM ) Order Processing : T-Code : IW32 Detailed planning means. G. are recorded as sub-items of the repair request item in Repair order i e 3rd line item is for repair process ( Item Category : ZRRP ). stock will be posted to Quality T-Code : VA03. Usage Decision : Perform the technical check on the Equipment. and permits are assigned. for example. Once you have posted goods receipt. T-Code : QA02 Enter the Inspection lot number and click on usage decision tab.V 23-08-2007 Sanjeev. Once all the work steps have been executed. the costs incurred are billed to the party responsible (for example.V. T-Code : VA02 / VL01N Enter the storage location : CRSL and Valuation type If the serial number profile is activated. Code Valuation select the option 5 ( UD for other goods receipt ) and in tab Inspection lot stock. which need to be taken as a result of the Usage Decision ( technical check ). put the stock To Blocked / Repair and save the document. that the individual work steps are described in detail.M. the required materials and production resources/tools are specified. enter the serial number of the equipment thru menu path : Extra – Serial Number Complete the Post Goods Receipt ( PGR ) to receive the Customer Equipment. Repair Service thru’ Service Sales Order will be created. Prepared by: Date Vishnu Swarup. Inspection Lot : In Repair Order. Now check the stock . T-Code : VA02.0 Page No 10/17 . Service Maintenance ( SM ) Order : The actions. the cost center that owns the piece of equipment) and the order is completed. D. F. and the order thereby completed. Service Maintenance Order need to be created. Under Defects tab.O. In change repair order.C. In the background. click on repairs and note down the Inspection lot which is created while doing PGR for the Customer Equipment. Return Delivery : Create Return Delivery ( Delivery Type : ZDLR ) from Repair Service Order. click on repairs and click on SM Order. you perform a technical check on the serviceable materials and decide what actions need to be taken to fulfill the customer's repair request.
Components : Enter the parts required for repair of equipment. with reference to Service Maintenance Order. the following functions are to be performed : 1. Planned activity duration with qty. Following fields need to be entered : valuation.V 23-08-2007 Sanjeev.E Issue Level 1. Work Center. Control key operation type. Planned cost and Actual cost. To obtain an overview of the costs incurred before performing the work i. Determining the settlement rule 3. so that any costs incurred when performing customer service tasks can be settled correctly.Dyamannavar Aparna.V. for repair with qty. storage location & items category . Parts required. Costing function ( calculator icon ) to be clicked and view the cost elements. Quotation will be created. Costing the Service Order Several different types of costs can be incurred when customer service actives are carried ( executing a service order). Batch. for seamless flow of information into subsequent documents PERTINANT TAB HEADEAR DATA OPERATIONS COMPONENTS COSTS CRITICAL FIELDS TO BE MONITORED Manufacturer Part No. Storage location. Plant. Releasing the order 1. T-Code : DP80. Set User Status 4. Operations : Enter Operation details for repair of equipment under Operations Tab Control Key : SM01 for Internal repair process ( within BEL Factory ) SM02 for External repair process ( by BEL suppliers ) For SM01 activity. click on external under Operations tab & enter the qty and purchase group to create the required purchase requisition.. T-Code : VA22 / VA23 2. enter the duration and number of resources required and enter the Account assignment.O.0 Page No 11/17 . Operations short text. Costing the order 2. For non-stock item purchase tab to be clicked to generate the PR. 3. For SM02 activity is selected. Once Planned costs are captured. Here you select the relevant Cost Center as Account Assignment to capture the cost incurred. Item Category. Quotation for repair can be generated. Determining the Settlement Rule You need to define a settlement rule in the system.M. Set the User Status Select the Under warranty / Beyond Warranty / Warranty Check Prepared by: Date Vishnu Swarup. Activity Type . To view the quotation. Planned cost with material & Labor breakup details. Activities Involved in Service Maintenance Order Before a service order can be executed.e.stock or non stock item.The following fields are to be entered in the transaction IW32.
0 Page No 12/17 . Once the technically repair of the planned activities are completed.4. Issue of Stock Items : Store person will issue the items against the reservation thru the MIGO transaction. Once all Technical repair of the equipment is completed. Service Order to be marked as complete for Customer Services. You can only perform the following functions once you have released the order : 1.E Issue Level 1. Serial number if it is assigned. valuation type. Confirming Labor hours : T-Code : IW41 After the repair of Equipment. In change Service order. Take the print out of material issue slip for the stock items to draw the items from store for repair process. it has to be released for processing. Service item line number. Confirmation of Stock : Check the Stock in CRSL Unrestricted against Sale Order using T-Code :MMBE. all the notifications for the order are also completed. 8.V. 6. qty to be moved. Repair Order Delivery Line Item : T-Code : VA02. Releasing the Service Order Click on the flag ( Green color and will change to black after release ) Before executing a service order. TECO ( Technical Completion Confirmation of Service Maintenance Order ) T-Code : IW32 Click on the Complete ( Technical ) ( grayed flag ) and enter the date of completion and tick on complete notification.M. all the existing reservations for the order are cleared. for the 4th line create the delivery Delivery Type : ZDLF T-Code : VA02 / VL01N Prepared by: Date Vishnu Swarup. 5. Confirm the actual labor hours booked against the service order so that actual costs gets transferred to Service Maintenance Order. Material number. Click on CHECK for any errors and post the document. H. Print shop orders 2 Issue materials 3 Enter completion confirmations 4 Complete operations Save the Service Order. note down the material reservation slip for issuing the material against Service order and Purchase requisition number for External Service and Purchase parts. all the existing purchase requisitions for the order are flagged for deletion. storage location.V 23-08-2007 Sanjeev. now 4th line item will be displayed and is ready for delivery and maintain the PR00 for the 4th line item in Conditions tab. all outstanding capacities which have been scheduled for the order are cleared. J. Out bound delivery : From Repair Order. I. Moving the Repaired Equipment to Unrestricted stock against Repair Order T-Code : MIGO and Material movement type : 343E Enter the Repair Order.Dyamannavar Aparna. 7.O.
It does not pass any entry into Accounting documents. Order Settlement Individual Processing : T-Code : KO88 Enter the Service Order Number and Settlement period and Test run to find any errors and see the cost settlement . as also the price. tax . Trans. before proceeding to save the Proforma Invoice. The following details are required to be entered : Billing Type(ZJEX).Dyamannavar Aparna. K. and select the Print preview. Excise Invoice Creation: The Proforma Invoice created above serves as the reference document to create Excise Invoice.E Issue Level 1.0 Page No 13/17 . N. Loading. Planning. Proforma Invoice Number. for seamless flow of information into subsequent documents : PERTINENT TAB CRITICAL FIELDS TO BE MONITORED PICKING Storage Type.Once the stock is confirmed for the quantity to be delivered. If satisfied . Excise Group. Remove the tick on Test run and execute and save the document. Prepared by: Date Vishnu Swarup. To create Excise Invoice Transaction code J1IIN is used together with the filling up of the following fields : Billing Document. The billing date and OBD numbers are the input to generate the Commercial Bill. M. click on Outbound Delivery Menu.To print the OBD Go to Header Output and define Communication Method as well as Printer type . The following fields are to be entered in the transaction VL01N. Check the flow of prices. ink signed and sent to Shipping for further processing. The OBD is verified . In the opening screen of VL02N. Billing Date and OBD Number.M. taxes. Come back and save the settings. and Series Group. proceed to take a print out of the OBD.O. Proforma Invoice is created using Transaction Code VF01 . Proforma Invoice: Proforma Invoice is a reference document created by shipping department to enable creation of Excise Invoice.V 23-08-2007 Sanjeev. Planned GI and PROCESSING Delivery Date It is a good practice to check the Incompletion Log before proceeding to save the Document. the Customer Support executive proceeds to set up the sale by creating the OUTBOUND DELIVERY(OBD). cess and excise duties . Posting Date. Commercial Billing : Commercial Invoice is generated using Transaction code VF01 with document type ZVAT / ZBOS. for billing document type ZJEX. The OBD is created with reference to the Repair Order using the Transaction code VL01N. O. which in turn is triggered from within the transaction code VA02. L .V. check for the correctness of data that has flown.education cess . Valuation Type HEADER Respective Dates for Picking . Printing of OBD : The printing of OBD can be done using Transaction code VL02N. higher education cess and excise duty etc.
Detailed planning means. the costs incurred are billed to the party responsible (for example. Batch. the budget and account assignment details have been defined for subsequent cost allocation. utilities and personnel Monitor the execution of services Enter and settle the costs which arise from the services A service order contains operations that describe the individual work steps. Parts reqd. B. can be planned in the operation.E Issue Level 1.Dyamannavar Aparna.V.0 Page No 14/17 .2 Operations : Enter Operation details for repair of the equipment under Operations Tab Control Key : SM01 from Internal repair process SM02 for external repair process ( by BEL suppliers ) For SM01 activity.SERVICE ORDER DIRECT : In this case customer equipment is at customer site. the cost center that owns the piece of equipment) and the order is completed. Prepared by: Date Vishnu Swarup.O.V 23-08-2007 Sanjeev. click on the service order ( left side icon ) Select the Order Type : SM02 and Maintenance work Center Save the document.Operations short text. hence labor resources / material will be used to complete the task assigned to complete the repair / notification. Activity Type . Spare materials and utilities. Once all the work steps have been executed. Planned activity duration with qty. Work Center. and the order thereby completed. To Create the Service Order from Customer Notification : T-Code : IW52 In change Notification screen. Storage location. for seamless flow of information into subsequent documents PERTINANT TAB HEADEAR DATA OPERATIONS COMPONENTS COSTS CRITICAL FIELDS TO BE MONITORED Manufacturer Part No.1 Following are the steps to be followed : A. Actual Cost with material & labor breakup details. An operation can be divided into sub-operations for greater detail. enter the duration and number of resources required and enter the Account assignment.M. 5. 5. Service order is used to document service and customer service work. the required materials and production resources/tools are specified. and permits are assigned. Control key operation type. which are required for service work. Item Category. Service Order Processing : T-Code : IW32 The following fields are to be entered in the transaction VA01. that the individual work steps are described in detail. Plant. In particular. Service Order will be created. for example. for repair with qty. Planned cost. you can use the service order to: • • • Plan services specifically with regard to usage of material.
stock or non stock item. click on external under Operations tab & enter the qty and purchase group to create the required purchase requisition.For SM02 activity is selected.4 Activities Involved in Service Order Direct Before a service order can be executed.V 23-08-2007 Sanjeev. For non-stock item purchase tab to be clicked to generate the PR. storage location & items category .V.e. Set User Status 4.0 Page No 15/17 . B. You can only perform the following functions once you have released the order : 1. Costing the order 2. you need to release it for processing. Here you select the relevant Cost Center as Account Assignment to capture the cost incurred. Following fields need to be entered : valuation. Print shop papers 2 Issue materials 3 Enter completion confirmations 4 Complete operations Prepared by: Date Vishnu Swarup.O. C. 5. Releasing the Service Order Before you can execute a service order.M.Dyamannavar Aparna. Planned cost and Actual cost. so that any costs incurred when performing maintenance tasks can be settled correctly. Determining the settlement rule 3. following functions are to be performed : 1. Releasing the order A. Set the User Status Select the Under warranty / Beyond Warranty / Warranty Check D. Determining the Settlement Rule You need to define a settlement rule in the system. To obtain an overview of the costs incurred before performing the work i. Costing the Service Order Several different types of costs can be incurred when executing a service order. Costing function ( calculator icon ) to be clicked and view the cost elements.3 Components : Enter the parts required for repair of equipment. 5.E Issue Level 1.
In change Service order.V 23-08-2007 Sanjeev. E. Once all Technical repair of the equipment is completed. Billing request will be created.O.E Issue Level 1.M.0 Page No 16/17 . all the notifications for the order are also completed. Once the technically repair of the planned activities are completed. all the existing purchase requisitions for the order are flagged for deletion. Issue of Stock Items : Store person will issue the items against the Material issue slip thru the MIGO transaction. all the existing reservations for the order are cleared. all outstanding capacities which have been scheduled for the order are cleared. Take the print out of material issue slip for the sock items to draw the items from store for repair process.Dyamannavar Aparna.V. Confirming Labor hours : T-Code : IW41 After the repair of Equipment at the site Confirm the actual labor hours booked against the service order so that actual costs gets transferred to Service Order G.CONTROLLING OF SERVICE ORDER Save the Service Order. F. note down the material reservation slip for issuing the material against Service order and Purchase requisition number for External Service and Purchase parts. Service Order to be marked as complete for Customer Services. TECO ( Technical Completion Confirmation of Service Maintenance Order ) T-Code : IW32 Click on the Complete ( Technical ) ( grayed flag ) and enter the date of completion and tick on complete notification. In change Sales Order ( T-Code : VA02 ) enter the Billing request and enter the Prepared by: Date Vishnu Swarup. Create Billing Request T-Code : DP90 Enter the Service Order Number and click on Billing Request. H.
in Prepared by: Date Vishnu Swarup.in sanjeevvdyamannavar@bel.V.co.DYAMANNAVAR APARNA..V.E DESIG.O.amount to be billed and Select Order for Reason : Goods Services. DGM/ IS-CO DM/ IS-CO DM/ IS-CO PAX PABX 4591 08022195899 4510 08022195899 4592 08022195899 BELNET 781-173 781-173 781-173 Email address vishnuswarupov@bel. I.in aparname@belco. ******************* The Customer Service Team can be contacted through following means : NAME VISHNUSWARUP.M.0 Page No 17/17 .M. Finance will generate bill on the basis of this request.co. Remove the tick on Test run and execute and save the document.O.Dyamannavar Aparna.V SANJEEV.E Issue Level 1.V 23-08-2007 Sanjeev. Order Settlement Individual Processing : T-Code : KO88 Enter the Service Order Number and Settlement period and Test run to find any errors and see the cost settlement.