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

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

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

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

Loading Group. Profile As applicable Inspection Set Up ( Type :05 with active) Valuation class.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. 1 Sales: Sales Org. the following Tabs are to be maintained by Sales Department. Item category group Trans.4 Customer Service Process Terminology in MRP II and SAP : Sl.E Issue Level 1. Profit Center.2 Sales :general/plant Sales Text (if any) Quality Management Accounting 1 Costing 1 CRITICAL FIELDS TO BE MONITORED Tax Classification Material statistics group. service item is maintained through out BEL as one material and same is extended to all sales areas. T-Code : MM01/ MM02 / MM03 In the Material Master . Material pricing group.0 Page No 5/17 .O. Group. Acct assignment Group.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.Dyamannavar Aparna.1. Prepared by: Date Vishnu Swarup. Quality Department : Material to be extended for CRSL & FGSL storage location PERTINANT TAB Sales: Sales Org.M. Sr No.V 23-08-2007 Sanjeev.1 MATERIAL MASTER : Responsibility – MRP controller & Customer Support person to verify the relevant data. Moving price / Standard Price With Qty Structure & Material Origin to be ticked 2. MAINTAINING MASTER DATA : 2.V.

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

Creation of a service order for sending service technicians to a customer site for a service within the service center. Sold To Party. Also progress of the tasks can be monitored. S3 Customer Complaint Specific Search Customer Notification : IW58 ( by Part Number. Billing for Repairs carried / spares supplied. you can initiate all the processes involved in problem solving ( within warranty & beyond warranty ) : 1. Prepared by: Date Vishnu Swarup. TRANSACTION DATA 3. Cost Control. Delivery of spares 3.Description of the Complaint.O. plant and Material type. Repair Order. 2. S2 Activity report.2. Quality Management. In Customer notification.E Issue Level 1. Transaction code : IW51 / IW52 / IW53 Notification Type : S1 Customer Complaint Type General. Shipping and Outbound Logistics. Valid from and Valid To. Goods Issue for repair. Service Order.M. This will ensure that the information flows seamlessly through all the subsequent transactions which includes Notification Processing . 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.V.V 23-08-2007 Sanjeev. Quotation Processing. PR creation. The following fields are to be entered in the transaction IW51. Scales( if any). From the service notification. Finance Management . PO conversion. 2. Material. Work Center. 4.8 MAINTAINING TRANSACTION DATA : Customer Support / Sales Executive has to ensure that the Master Data is accurately maintained .6 EXCISE MASTER DATA : The Purchase Coordination Cell of BG Complex maintains the relevant chapter id for the pertinent material. Warehouse Management. Billing. Goods Receipt of Customer Equipment.7 PRICING CONDITION MASTER DATA : Respective Customer Support departments are responsible to maintain Pricing Condition Master consisting of following fields : Customer.Dyamannavar Aparna. Sales Area .0 Page No 7/17 . before proceeding with the Customer Service / Sales Transactions. Location. necessary service tasks can be entered and rough plan can be done for further processing. for seamless flow of information into subsequent documents : PERTINENT TAB NOTIFICATION LOCATON DATA CRITICAL FIELDS TO BE MONITORED Equipment Serial number.1. 2. Receiving of equipments to BEL premises for repair. Amount. Equipment No ) In Notification field : Description of the Problem to be entered as text.

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

1 Repair Service thru Service Sales Order Followings are steps to be followed. In the background. A. Repair Order : In change repair Order.RETURNS AND REPAIRS PROCESSING (CS) 4.0 Page No 9/17 . B.O.V 23-08-2007 Sanjeev. PR00 in conditions and check for completeness and save the document. 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.Dyamannavar Aparna. Save the service notification. Repair order will be created for serviceable material ie Service Cost ( see the document flow to note down the Repair Order number ).M. enter the required fields ie : Payment terms.E Issue Level 1.V. 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.

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

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

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

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

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

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

all the existing reservations for the order are cleared. Billing request will be created.E Issue Level 1. E. Once the technically repair of the planned activities are completed.Dyamannavar Aparna.V. Create Billing Request T-Code : DP90 Enter the Service Order Number and click on Billing Request.O. 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. all the notifications for the order are also completed. In change Sales Order ( T-Code : VA02 ) enter the Billing request and enter the Prepared by: Date Vishnu Swarup. In change 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.M. 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. H.V 23-08-2007 Sanjeev. Once all Technical repair of the equipment is completed. Take the print out of material issue slip for the sock items to draw the items from store for repair process.0 Page No 16/17 . all outstanding capacities which have been scheduled for the order are cleared. Service Order to be marked as complete for Customer Services. all the existing purchase requisitions for the order are flagged for deletion. F. Issue of Stock Items : Store person will issue the items against the Material issue slip thru the MIGO transaction.CONTROLLING OF SERVICE ORDER Save the Service Order.

V 23-08-2007 Sanjeev.in Prepared by: Date Vishnu Swarup. 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.amount to be billed and Select Order for Reason : Goods Services.DYAMANNAVAR APARNA.V.E Issue Level 1. 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.V SANJEEV.M.E DESIG. Finance will generate bill on the basis of this request.co. Remove the tick on Test run and execute and save the document. ******************* The Customer Service Team can be contacted through following means : NAME VISHNUSWARUP.0 Page No 17/17 .Dyamannavar Aparna.co.V.in aparname@belco.O.O. I..M.in sanjeevvdyamannavar@bel.

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