INFORMATION SYSTEM-CORPORATE

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

1 This Document is prepared as a ready reckoner for End Users. Resource related Billing ). 2. It supports you when representing. billing etc. Plan and execute requested services thru in-house processing or by external i e by supplier. Material Master..O. managing and processing all services that you provide to your customers.V 23-08-2007 Sanjeev. If Master data is not maintained correctly.Dyamannavar Aparna. excise structure required in Sales document are available in Master Data.M.E Issue Level 1. SBU. Machines). Repair Order. the information flow in Customer Services / Sales documents could get blocked at any stage of Document processing. in lieu of Work Order. Condition Master. 1. Work order system for Customer Order / Repair Order. Record the Customer Notifications / Complaints immediately. distribution channel) sales office Sale order is the main document. division. marketing and sales depts. Customer Material Info Record play key role in Customer Services (Notification. No 1 Activities Organizational structure. Process in SAP Transactions will flow between company code.V.OVERVIEW OF CUSTOMER SERVICES PROCESS IN SAP OBJECTIVE : 1. Work order is issued based on sale order/ Customer Indent/ Repair Order. Quotation.3 MRPII vis-à-vis SAP: The detailed changes . 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. sales area( sales organisation. Equipment Master. Technical systems. Delivery. The Taxes for Material / Customer and also Excise Duty for a Material / Customer is derived from Master Data. Inspection. Bill the costs that arise as a result of the services being executed. Tax Master. which drives the MRP run and other subsequent documents like PR/PO generation. Process the Notifications by creating service requests.. department.0 Page No 2/17 .. MRP II vis-à-vis SAP are listed below : Sl. Process in MRP II Transactions flow between unit. division. 1. Prepared by: Date Vishnu Swarup. IMPORTANCE OF CUSTOMER SERVICES IN SAP: Customer Services is an important process in SAP. to enable them to quickly adapt to Customer Service Process in SAP. Manage data for warranties and business partners. Monitor Customer Notifications in order to keep to deadlines and agreed response times. Customer Master.2 IMPORTANCE OF MASTER DATA IN SAP : All Master Data viz. Service Order. The tax structure. Contract. Excise Master. regional offices etc.

Customer code is common across all Customer code varies across divisions and units of BEL. Basic .Quality. maintained as search code. Customer master data details.O. master. Customer Codes across BEL. 4. Purchase. deriving on the basis of address to party. MRP-II i) Sales view for each saleable 5.Excise Master separately ii) Tax combination for State / Region ii) No Tax master combination wise. Customer code is different for Customer code is the same for sold to sold to party.M. record with management number/category part number. customer information Customer Master is available in General data. the IED executives can run product cost estimation. place.0 Page No 3/17 . and payer. Tax i) Sales view not maintained material to be maintained. Master data is maintained by respective computer centre. Costing. cost/ Product cost estimation can be estimate. Customer code is alphanumeric Customer code is a numeric code. 5. Existing customer code can be code.Dyamannavar Aparna.E Issue Level 1. Storage. Accuracy of the operation of Sale Order Master Data plays a vital role in the execution of Sale Order Prepared by: Date Vishnu Swarup. v) Since the Sale Order is an v) Master Data does not impact Intelligent Document.. MRP. Customer iv) The Material Master consists of iv)Material Master is a simpler several Business views viz. Accounting. ship to party. divisions and units of BEL. and payer. all relevant information is available as customer part description in maintained by user. ship party. Finance determines the extracted from the system. sales area data. company code data are maintained at central MRP-II and IFAS. bill to party. Pricing details IED determines the mfg.3.a Other master data BEL part number/ customer part Customer material info. /non defence) Master data is available centrally. iii) Excise master to be maintained for iii) No excise master for material and Customer.V 23-08-2007 Sanjeev. Warehouse. simple transaction code ZFI001. order type wise. Customer can’t be extended Customer can be extended from an from an existing sales area to existing sales area to required sales area.across BEL. Concept Sales . the same alpha. bill to party.b Material Master .V. it should be same type (defence required sales area. country wise to be maintained.numeric customer code could be maintained in master. Using a suggested selling price. One address had several One address has one customer code only .

It is a replica of Commercial Invoice without accounting document. Prepared by: Vishnu Swarup. 18 Cost Capture Cost is captured in a Work Order Cost is captured in Service Maintenance Order. System Supports Forms & Reports. controlling of SIV. 9. Source Code)wise stock is maintained. Source code wise stock is Valuation type(which is same as maintained. available. made only after item is store credited to CRSL. Contract/Sales Order level only. Customer Complaints Manual System Supports Through CS (Customer Service ) Modules. Excise duty is Determination duty is determined at the time of determined at the time of making making DO. Development will be required for additional reports and forms 11 Stock Updation Stock is updated with the Stock is updated after PGI is made. Despatch Despatch Order Despatches are made against Outbound Delivery(OBD).V. Manual . useful tool to track the status of any Contract/ Sale Order / Service Order.E Date 23-08-2007 Issue Level 1. 14 Quotation processing Quotation processing available Copying & processing of quotation is in MRP.Dispatch order can be made only OBD(Out Bound Delivery) can be after store crediting.V Sanjeev. 12 Label For Manual Preparation Automatic Printing Of Labels using Deliverables Transaction code ZSD003. 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 . For Quotation including purchase prices. Billing To Customer MRP-II & IFAS Supported by CS(Customer Service) / FI-CO (Finance & Controlling) modules.Dyamannavar Aparna. Excise The Segregation of Tax. 10 Reports & Forms MRP II System. 17 Tax & Excise Duty The Segregation of Tax.0 Page No 4/17 6. The OBD controls only the Quantity to be dispatched(without value). 7.O. 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.M. Finished goods activities . The OBD value is available in Proforma Invoice(a reference document) 8. 13 Comparative A separate program to be run by Transaction code ZSD002 gives price Statement Of Prices computer centre comparison of earlier supply orders. Proforma Invoice gives value of the quantity despatched to Customer .

1 MATERIAL MASTER : Responsibility – MRP controller & Customer Support person to verify the relevant data. 1 Sales: Sales Org. service item is maintained through out BEL as one material and same is extended to all sales areas.4 Customer Service Process Terminology in MRP II and SAP : Sl.O. Loading Group. Item category group Trans.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. Quality Department : Material to be extended for CRSL & FGSL storage location PERTINANT TAB Sales: Sales Org. T-Code : MM01/ MM02 / MM03 In the Material Master .1. Group. Acct assignment Group.E Issue Level 1.0 Page No 5/17 . Moving price / Standard Price With Qty Structure & Material Origin to be ticked 2. Profile As applicable Inspection Set Up ( Type :05 with active) Valuation class. Material pricing 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.V.Dyamannavar Aparna. Prepared by: Date Vishnu Swarup.V 23-08-2007 Sanjeev. Profit Center. MAINTAINING MASTER DATA : 2. Sr No. the following Tabs are to be maintained by Sales Department.2 Sales :general/plant Sales Text (if any) Quality Management Accounting 1 Costing 1 CRITICAL FIELDS TO BE MONITORED Tax Classification Material statistics group.M.

Distribution Channel & Division ) . Customer Warranty. Sales Area Material Part Number Sold to Party. the following Tabs are to be maintained by Customer Support Department.4 CUSTOMER MATERIAL INFO RECORD : T-Code : VD51 In the Customer Material Info Record . Control Data(Vendor details . Profit Center As applicable Valuation class. 1 Sales: Sales Org.Responsibility – MRP controller & Customer Support person to verify the relevant data.0 Page No 6/17 . Customer Stats. Channel & Division) CRITICAL FIELDS TO BE MONITORED Address(including Communication Details). Acct assignment Group.V. No Valuation Category With Qty Structure & Material Origin 2.O.Customer Material Number 2. the following fields are to be maintained by Sales Department : Customer Code.Shipping (Shipping conditions. Item category group : LEIS Trans.Dyamannavar Aparna.3 CUSTOMER MASTER: T-Code : VD01 / VD02 / VD03 In the Customer Master . Moving price/Standard Price. Sales Area (Sales Organization. 2. the following Tabs are to be maintained by Customer Support Department. Delivery Plant). Tax Classification). Loading Group.Billing Document (Account Assignment Group. Manufacturer / Vendor Warranty Prepared by: Date Vishnu Swarup.E Issue Level 1. Distn.M. Sales Area(Sales Organization. Quality Department : PERTINANT TAB Sales: Sales Org. Group.2 Sales :general/plant Sales Text (if any) Accounting 1 Costing 1 CRITICAL FIELDS TO BE MONITORED Tax Classification : Services Material statistics group.Customer Pricing Procedure. Work Center Company Code. Quality Department : PERTINANT TAB General Location Organization Sales & Distribution Set Data Additional Data 2 CRITICAL FIELDS TO BE MONITORED Manufacturer Part No. Planning Plant.5 EQUIPMENT MASTER : T-Code : IE08 / IE02 / IE03 In the Equipment Master . Maintenance Plant.V 23-08-2007 Sanjeev. the following Tabs are to be maintained by Sales Department : PERTINENT TAB General Data Company Code.Contact Persons. Group). if a Vendor happens to be a customer also) Reconciliation Account in Account Management Sales (Pricing Group . In the Material Master . Maintenance work ctr.and Partner Functions. Ship to Party. Material pricing group.

Warehouse Management. Prepared by: Date Vishnu Swarup.6 EXCISE MASTER DATA : The Purchase Coordination Cell of BG Complex maintains the relevant chapter id for the pertinent material. Creation of a service order for sending service technicians to a customer site for a service within the service center. From the service notification. S2 Activity report. Finance Management . for seamless flow of information into subsequent documents : PERTINENT TAB NOTIFICATION LOCATON DATA CRITICAL FIELDS TO BE MONITORED Equipment Serial number. plant and Material type.Description of the Complaint. This will ensure that the information flows seamlessly through all the subsequent transactions which includes Notification Processing . Quotation Processing. TRANSACTION DATA 3.E Issue Level 1. Service Order. you can initiate all the processes involved in problem solving ( within warranty & beyond warranty ) : 1.1. Billing for Repairs carried / spares supplied. Delivery of spares 3. Work Center. Receiving of equipments to BEL premises for repair. Sold To Party. Sales Area . PO conversion. 2. Transaction code : IW51 / IW52 / IW53 Notification Type : S1 Customer Complaint Type General.V. Scales( if any). 2.8 MAINTAINING TRANSACTION DATA : Customer Support / Sales Executive has to ensure that the Master Data is accurately maintained . Billing. Valid from and Valid To. Goods Issue for repair. S3 Customer Complaint Specific Search Customer Notification : IW58 ( by Part Number. The following fields are to be entered in the transaction IW51. In Customer notification.Dyamannavar Aparna. before proceeding with the Customer Service / Sales Transactions.2.O. 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. 2. PR creation. Amount. Quality Management. Material. Shipping and Outbound Logistics. 4. Location. Also progress of the tasks can be monitored. Equipment No ) In Notification field : Description of the Problem to be entered as text. Cost Control.7 PRICING CONDITION MASTER DATA : Respective Customer Support departments are responsible to maintain Pricing Condition Master consisting of following fields : Customer. Repair Order.V 23-08-2007 Sanjeev.0 Page No 7/17 . Goods Receipt of Customer Equipment. necessary service tasks can be entered and rough plan can be done for further processing.M.

PROCESSING OF SERVICES Prepared by: Date Vishnu Swarup. The notification is then transferred to the maintenance history. You can create directly a service order or Repair order from the service notification. where it is available for planning future tasks and for performing evaluations. The system then assigns the status "completed" to the notification.Features When a notification is created with all necessary and relevant data regarding the problem and processing. The service notification can have the following status : In process When you call up the function “Create order” for the service notification. you can close the notification.Dyamannavar Aparna. Changes are then no longer possible.V. Completed When you have finished processing a service notification and all technical completion confirmation data has been correctly entered.M. it can be released for further processing.O.0 Page No 8/17 .E Issue Level 1. the system sets automatically the status “in process”.V 23-08-2007 Sanjeev. Confirmed You can set this status once technical findings have been entered (technical completion confirmation).

1 Repair Service thru Service Sales Order Followings are steps to be followed. Repair Order : In change repair Order. In the background. 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.Dyamannavar Aparna.V 23-08-2007 Sanjeev. Repair order will be created for serviceable material ie Service Cost ( see the document flow to note down the Repair Order number ).E Issue Level 1. B. enter the required fields ie : Payment terms.0 Page No 9/17 . 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. A.O.V.M.RETURNS AND REPAIRS PROCESSING (CS) 4. PR00 in conditions and check for completeness and save the document.

Return Delivery : Create Return Delivery ( Delivery Type : ZDLR ) from Repair Service Order. the required materials and production resources/tools are specified. stock will be posted to Quality T-Code : VA03. F. you perform a technical check on the serviceable materials and decide what actions need to be taken to fulfill the customer's repair request. the costs incurred are billed to the party responsible (for example. In change repair order. Now check the stock . and permits are assigned. Repair Service thru’ Service Sales Order will be created. T-Code : VA02 / VL01N Enter the storage location : CRSL and Valuation type If the serial number profile is activated. 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 ). G. Code Valuation select the option 5 ( UD for other goods receipt ) and in tab Inspection lot stock. click on repairs and click on SM Order. Inspection Lot : In Repair Order.O. In the background. Service Maintenance ( SM ) Order Processing : T-Code : IW32 Detailed planning means. See the document flow of the repair order and note down the number. Service Maintenance Order need to be created.E Issue Level 1. the budget and account assignment details have been defined for subsequent cost allocation.Dyamannavar Aparna.V. that the individual work steps are described in detail.V 23-08-2007 Sanjeev. D. Service Maintenance ( SM ) Order : The actions. Once you have posted goods receipt.M. put the stock To Blocked / Repair and save the document. and the order thereby completed. come back and save the repair order. Once all the work steps have been executed.C. T-Code : QA02 Enter the Inspection lot number and click on usage decision tab. enter the serial number of the equipment thru menu path : Extra – Serial Number Complete the Post Goods Receipt ( PGR ) to receive the Customer Equipment. Usage Decision : Perform the technical check on the Equipment. which need to be taken as a result of the Usage Decision ( technical check ). An inspection lot is created automatically and initiates the technical check. the cost center that owns the piece of equipment) and the order is completed. click on repairs and note down the Inspection lot which is created while doing PGR for the Customer Equipment. Now Equipment need to repaired.0 Page No 10/17 . T-Code : VA02. When you post goods receipt for serviceable materials : The items are automatically assigned to inspection stock. for example. Under Defects tab. Prepared by: Date Vishnu Swarup. T-Code : MMBE E.

Once Planned costs are captured. Releasing the order 1.Dyamannavar Aparna. For SM02 activity is selected. so that any costs incurred when performing customer service tasks can be settled correctly. Determining the Settlement Rule You need to define a settlement rule in the system. Control key operation type.The following fields are to be entered in the transaction IW32. Plant.. Planned activity duration with qty.V 23-08-2007 Sanjeev.0 Page No 11/17 . Following fields need to be entered : valuation. 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. the following functions are to be performed : 1.stock or non stock item. 3. Set User Status 4. Determining the settlement rule 3. Item Category. for repair with qty. Parts required. Costing the order 2. for seamless flow of information into subsequent documents PERTINANT TAB HEADEAR DATA OPERATIONS COMPONENTS COSTS CRITICAL FIELDS TO BE MONITORED Manufacturer Part No. enter the duration and number of resources required and enter the Account assignment.M. Activity Type . click on external under Operations tab & enter the qty and purchase group to create the required purchase requisition. Costing function ( calculator icon ) to be clicked and view the cost elements. Work Center. with reference to Service Maintenance Order.O. T-Code : VA22 / VA23 2. Batch. Quotation for repair can be generated. Planned cost with material & Labor breakup details. Set the User Status Select the Under warranty / Beyond Warranty / Warranty Check Prepared by: Date Vishnu Swarup.e. Activities Involved in Service Maintenance Order Before a service order can be executed. Operations short text. Here you select the relevant Cost Center as Account Assignment to capture the cost incurred. T-Code : DP80.E Issue Level 1.V. 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 customer service actives are carried ( executing a service order). Quotation will be created. To view the quotation. For non-stock item purchase tab to be clicked to generate the PR. Planned cost and Actual cost. Storage location. storage location & items category . Components : Enter the parts required for repair of equipment.

O.0 Page No 12/17 . 5. valuation type. Once the technically repair of the planned activities are completed. qty to be moved. Take the print out of material issue slip for the stock items to draw the items from store for repair process. for the 4th line create the delivery Delivery Type : ZDLF T-Code : VA02 / VL01N Prepared by: Date Vishnu Swarup.V 23-08-2007 Sanjeev. Repair Order Delivery Line Item : T-Code : VA02.V. it has to be released for processing. Issue of Stock Items : Store person will issue the items against the reservation thru the MIGO transaction. 7.M. Releasing the Service Order Click on the flag ( Green color and will change to black after release ) Before executing a service order. Material number. note down the material reservation slip for issuing the material against Service order and Purchase requisition number for External Service and Purchase parts. Once all Technical repair of the equipment is completed. 6. all the existing purchase requisitions for the order are flagged for deletion. all the notifications for the order are also completed. You can only perform the following functions once you have released the order : 1. Click on CHECK for any errors and post the document. I. Moving the Repaired Equipment to Unrestricted stock against Repair Order T-Code : MIGO and Material movement type : 343E Enter the Repair Order.E Issue Level 1. Service Order to be marked as complete for Customer Services. all outstanding capacities which have been scheduled for the order are cleared.4.Dyamannavar Aparna. Confirm the actual labor hours booked against the service order so that actual costs gets transferred to Service Maintenance Order. Confirming Labor hours : T-Code : IW41 After the repair of Equipment. storage location. In change Service order. Out bound delivery : From Repair Order. Print shop orders 2 Issue materials 3 Enter completion confirmations 4 Complete operations Save the Service Order. all the existing reservations for the order are cleared. now 4th line item will be displayed and is ready for delivery and maintain the PR00 for the 4th line item in Conditions tab. 8. Confirmation of Stock : Check the Stock in CRSL Unrestricted against Sale Order using T-Code :MMBE. Service item line number. Serial number if it is assigned. H. 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. J.

Trans.V. Billing Date and OBD Number. Remove the tick on Test run and execute and save the document. and Series Group. Printing of OBD : The printing of OBD can be done using Transaction code VL02N. higher education cess and excise duty etc. The following details are required to be entered : Billing Type(ZJEX). L . Valuation Type HEADER Respective Dates for Picking . click on Outbound Delivery Menu.M. M. cess and excise duties . N.Dyamannavar Aparna. tax . which in turn is triggered from within the transaction code VA02. as also the price. Prepared by: Date Vishnu Swarup. The OBD is verified .Once the stock is confirmed for the quantity to be delivered. taxes. the Customer Support executive proceeds to set up the sale by creating the OUTBOUND DELIVERY(OBD). The following fields are to be entered in the transaction VL01N. before proceeding to save the Proforma Invoice. 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 . It does not pass any entry into Accounting documents. Come back and save the settings. Proforma Invoice Number.O. Commercial Billing : Commercial Invoice is generated using Transaction code VF01 with document type ZVAT / ZBOS. Planning. Posting Date. Excise Group. ink signed and sent to Shipping for further processing. If satisfied . Proforma Invoice: Proforma Invoice is a reference document created by shipping department to enable creation of Excise Invoice.E Issue Level 1. Loading. check for the correctness of data that has flown. for billing document type ZJEX. The billing date and OBD numbers are the input to generate the Commercial Bill. K. Check the flow of prices.0 Page No 13/17 . proceed to take a print out of the OBD. Proforma Invoice is created using Transaction Code VF01 . for seamless flow of information into subsequent documents : PERTINENT TAB CRITICAL FIELDS TO BE MONITORED PICKING Storage Type.To print the OBD Go to Header Output and define Communication Method as well as Printer type . In the opening screen of VL02N. To create Excise Invoice Transaction code J1IIN is used together with the filling up of the following fields : Billing Document. and select the Print preview. The OBD is created with reference to the Repair Order using the Transaction code VL01N. Excise Invoice Creation: The Proforma Invoice created above serves as the reference document to create Excise Invoice.V 23-08-2007 Sanjeev. O. Planned GI and PROCESSING Delivery Date It is a good practice to check the Incompletion Log before proceeding to save the Document.education cess .

0 Page No 14/17 . that the individual work steps are described in detail.M. and the order thereby completed. 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. which are required for service work. for example. Actual Cost with material & labor breakup details.V 23-08-2007 Sanjeev. Spare materials and utilities. Plant.O. An operation can be divided into sub-operations for greater detail. Batch. Service Order will be created. Storage location. Item Category.1 Following are the steps to be followed : A. and permits are assigned. for seamless flow of information into subsequent documents PERTINANT TAB HEADEAR DATA OPERATIONS COMPONENTS COSTS CRITICAL FIELDS TO BE MONITORED Manufacturer Part No. Control key operation type. the costs incurred are billed to the party responsible (for example. the required materials and production resources/tools are specified. 5.Operations short text.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. for repair with qty. Parts reqd. Planned activity duration with qty. the cost center that owns the piece of equipment) and the order is completed. Detailed planning means. Planned cost. enter the duration and number of resources required and enter the Account assignment. Once all the work steps have been executed. you can use the service order to: • • • Plan services specifically with regard to usage of material.E Issue Level 1. can be planned in the operation. the budget and account assignment details have been defined for subsequent cost allocation. Work Center. In particular. Service order is used to document service and customer service work. Activity Type . To Create the Service Order from Customer Notification : T-Code : IW52 In change Notification screen. click on the service order ( left side icon ) Select the Order Type : SM02 and Maintenance work Center Save the document. Prepared by: Date Vishnu Swarup. B.V.SERVICE ORDER DIRECT : In this case customer equipment is at customer site. hence labor resources / material will be used to complete the task assigned to complete the repair / notification.Dyamannavar Aparna. 5. Service Order Processing : T-Code : IW32 The following fields are to be entered in the transaction VA01.

5.4 Activities Involved in Service Order Direct Before a service order can be executed. Determining the settlement rule 3.M. Print shop papers 2 Issue materials 3 Enter completion confirmations 4 Complete operations Prepared by: Date Vishnu Swarup.Dyamannavar Aparna. following functions are to be performed : 1. storage location & items category . For non-stock item purchase tab to be clicked to generate the PR. Planned cost and Actual cost.For SM02 activity is selected.0 Page No 15/17 . Set User Status 4. Here you select the relevant Cost Center as Account Assignment to capture the cost incurred. Following fields need to be entered : valuation.stock or non stock item. Releasing the order A. B.O. 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. You can only perform the following functions once you have released the order : 1. Releasing the Service Order Before you can execute a service order. you need to release it for processing. click on external under Operations tab & enter the qty and purchase group to create the required purchase requisition. so that any costs incurred when performing maintenance tasks can be settled correctly.3 Components : Enter the parts required for repair of equipment. C. Costing function ( calculator icon ) to be clicked and view the cost elements. Costing the Service Order Several different types of costs can be incurred when executing a service order.E Issue Level 1. Set the User Status Select the Under warranty / Beyond Warranty / Warranty Check D.e. Costing the order 2.V 23-08-2007 Sanjeev. 5.V.

O. Billing request will be created.M.Dyamannavar Aparna. Once the technically repair of the planned activities are completed. 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.0 Page No 16/17 . all outstanding capacities which have been scheduled for the order are cleared. In change Service order.V 23-08-2007 Sanjeev.V. all the existing reservations for the order are cleared. Service Order to be marked as complete for Customer Services.CONTROLLING OF SERVICE ORDER Save the Service Order. Once all Technical repair of the equipment is completed. H. Take the print out of material issue slip for the sock items to draw the items from store for repair process. Issue of Stock Items : Store person will issue the items against the Material issue slip thru the MIGO transaction. F. 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. E. all the notifications for the order are also completed. 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.E Issue Level 1. 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 Prepared by: Date Vishnu Swarup.co.Dyamannavar Aparna.V.V. 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.co.M. ******************* The Customer Service Team can be contacted through following means : NAME VISHNUSWARUP. Finance will generate bill on the basis of this request.in sanjeevvdyamannavar@bel. Remove the tick on Test run and execute and save the document.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.V 23-08-2007 Sanjeev.DYAMANNAVAR APARNA.O.O.V SANJEEV.in aparname@belco.E DESIG. I..M.E Issue Level 1.0 Page No 17/17 .

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