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1
2
2.1
2.2
2.3
2.4
3
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
4.14
4.15
4.16
4.17
4.18
4.19
5
5.1
5.2
5.3
6
6.1
6.2
6.3

Purpose 6
Prerequisites 6
Master Data and Organizational Data
6
Business Conditions
7
Preliminary Steps
7
Roles 9
Process Overview Table 9
Process Steps 11
Creating a Customer Contract
11
Creating a Service Notification 13
Changing the Service Notification
14
Displaying the Repair Order
15
Creating a Return Delivery with Reference to Sales Order
Stock Overview 17
Changing a Repair Order
Starting Repairs
18
Displaying the Service Order
19
Changing the Service Order
19
Confirming the Materials Used 20
Posting Goods Issues
21
Displaying Serviceable Materials
22
Time Recording (211)
23
Checking Planned/Actual Costs 24
Closing the Service Order Technically 25
Displaying Equipment using Equipment List
25
Displaying Status of Repair Order
27
Creating a Billing Request
28
Creating the Billing Document 29
Follow-up Processes
30
Accounts Receivable (157)
30
Period-End Closing Service Orders (189) 30
Sales: Period End Closing Operations (203) (optional) 30
Appendix
31
Reversal of Process Steps
31
SAP ERP Reports 35
Used Forms
36

16

Depot Repair
1
Purpose
This scenario covers the processing of a service case from the initial reporting
of the problem by the customer up to billing the customer, when service activit
ies are carried out at plant.
The business process starts with a customer reporting a problem with a notebook.
A service agent creates a service notification in the system. The service notif
ication number is used as a return material authorization (RMA) number in the re
mainder of the repair process. The service agent carries out a warranty check on
the service notification and then creates a service contract. The service cente
r informs the customer that they must send the notebook to the central service c
enter. The service notification number (RMA) must be specified on the shipping d
ocuments; otherwise the notebook is rejected by the service center. If the neces
sary spare parts are not in stock, they have to be ordered. A repair order is th
en created from the service notification so that the entire repair process can b
e controlled and settled. In the repair order, the damaged notebook is automatic
ally assigned by the returns items created. A service order is automatically gen
erated using an item proposal to enable the repairs to be carried out. Once the
repairs have been carried out, the costs (for hourly fees and spare parts) are c
onfirmed to the service order. The repaired notebook is delivered to the custome
r and the final repair status can be displayed. The service center creates a bil

ling request. This appears in the repair order as an additional item and is not
a separate document (unlike the billing request in the on-site service process).
Subsequently, the repair order is billed. On a periodic basis the costs and rev
enues incurred on the service order are being settled to the repair order, where
they can be evaluated.
2
Prerequisites
2.1
Master Data and Organizational Data
A range of indispensable master and organizational data was created in your ERP
system in the implementation phase, such as the data that reflects the organizat
ional structure of your company, as well as master data that suits its operation
al focus, for example, master data for materials, vendors, customers, and so on.
This master data usually consists of standardized SAP Best Practices default val
ues and enables you to go through the process steps of this scenario.
Additional Master Data (Default Values)
You can test the scenario with other SAP Best Practices default values that have
the same characteristics.
Check your SAP ECC system to find out which other material master data exists.
Using Your Own Master Data
You can also use customized values for any material or organizational data for w
hich you have created master data. For detail about how to create master data, s
ee the Master Data Procedures documentation.
Use the following master data in the process steps described in this document:
Service
Service Plant
Master data
Value Master / org. data details
Comments
Material/Services
D101
Repair Service
Material
S300
Repair Material
Material
H100
Procurement-to-Stock (130)
Spare Part 1
Sold-to party 100100
Customer Services
Ship-to party 100100
Customer Services
Payer 100100
Customer Services
Plant 1000
Plant 1
Storage Location
1040
Storage Location 1040
Company Code
1000
Company Code 1000
CO Area 1000
Controlling Area 1000
Sales organization
1000
Inland
Distribution channel
10
Sales Direct
Division
10
Product Division 10
Personnel Number
999203
Matthias Schanze
2.2
Business Conditions
The business process described in this Business Process Documentation is part of
a bigger chain of integrated business processes or scenarios. As a consequence,
you must have completed the following processes and fulfilled the following bus
iness conditions before you can start going through this scenario:
Business condition
Scenario
In order to run through this scenario, the materials must be available in stock.

-use 3. (Stock) 12003010 Trading goods none . make the following User action and values Entry 100 Enter: Goods Receipt Other screen: Where tab. Procedure 1. Choose Enter. the material H100 (Spare Part) must be av ailable in stock. 2. On the Goods Receipt Other screen: Material tab. On the entry: Field name Qty in Unit of 6. make the following entr y and choose Enter: Field name User action and values Comment Material H100 5.(w/o 8.3 Preliminary Steps In order to run through this scenario. choose Restart (F5). choose No. but follow the s teps described in the Business Process Documentation Procurement-to-Stock (130). Result The quantity of 100 has been posted. Choose 7. 4. 9. 2. Access the transaction choosing one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Materials Management???Inventory Management???Goods Movement ???Goods Movement (MIGO) Transaction code MIGO Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Warehouse Clerk (SAP_BPR_WAREHOUSESPECIALIST-S) Business role menu Warehouse Management???Receiving For SAP NWBC: Choose any line and choose Post Goods Receipt. Choose Enter. Choose Save. Make the following entries on the MIGO overview screen: Field name User action and values Comment Goods Receipt Choose A01 Goods Receipt from th Business Transaction A01 e 1st Dropdown Menu Business Transaction R10 Other Choose R10 Other from the 2nd Dropdown M enu Movement Type 561 561 Receipt per initial entry of stock balances into unr . Procurement to Stock (130) Do not install the Business Process Procurement-to-Stock (130).If you use trading goods (HAWA) you can either: run through the Procurement to Stock (130) process or: create stock using transaction MIGO (for details see the section Preliminary Ste ps). In the Restart window. make the following entries User action and values Comment Storage Location 1040 Shipping . On the : Field name Plant 1000 Goods Receipt Other screen: Quantity tab page. On the Goods Receipt Purchase Ord er screen. Financial postings: Material Credited Accounts Debited Accounts Cost Element / C O Object Trading Good (HAWA) 12209999 Opening bal.

Confirm the Materials Used. Displaying Serviceable Materials.2. Time Recording Time Recording (211) See 211 scenario See 211 scenario See 211 scenario Check Planned/Actual Costs Service Employee IW32 The planned/actual costs have been checked Close Service Order Technically Complete. Change Service Order Service Employee IW32 Enter work in the ser e order. Service Employee IW32 Set the status to Technically complete . Creating a Billing Request Sales Billing SAP_BPR_SALESPERSON-S2 Create the Billing Document 3 Process Overview Table Process step External process reference Business condition Business role Trans-action code Expected results Create Customer Contract Service Agent VA41 Customer contact is c ted. Stock Overview Buyer MMBE Look into the stock list. Display the Repair Order. Display the Service Order Warehouse Clerk SAP_BPR_WAREHOUSESPECIALIST-S Create a Return Delivery with Re ference to Sales Order. . Change Repair Order Starting Repairs Sales Administration VA02 Creat of the service order in the background. Display Equipment using Equipment List. Prerequisites The business roles have been assigned to the user who is testing this scenario. Change the Service Notification. Display Status of Repair Order Service Employee SAP_BPR_SERVEMPLOYEE-S Change the Service Order. Display the Service Order Service Agent IW53 Display the service o r.4 Roles Use The following roles must have been installed to test this scenario in the SAP Ne tweaver Business Client (NWBC). but the standard SAP GUI. Check Planned/Actual Costs. Confirm Materials Used Service Employee MB11 Goods movement Posting Goods Issue Warehouse Clerk VL01n The repair material is sent b to the customer. Business role Technical name Process step Service Agent SAP_BPR_SERVAGENT-S Create a Customer Contract Create a Service Notification. Close the Service Order Technically. Display Serviceable Materials Warehouse Clerk VA03 Display the serviceab material in the repair order. Create Service Notification Service Agent IW54 Customer request for vice Change Service Notification Service Agent IW59 Add information to cu mer request Display Repair Order Service Agent IW53 Display the repair order crea in the background. Posting Goods Issues Buyer SAP_BPR_PURCHASER-S Stock Overview Sales Administration SAP_BPR_SALESPERSON-S Change a Repair Order Starting R epairs. You do not need th ese roles if you are not using the NWBC interface. Create Return Delivery with Reference to Sales Order Warehouse Clerk VL01n Returns delivery is created. The roles in this Business Process Documentation must be assigned to the user or users testing this scenario.

Settlement Service Orders Period End Closing CO Orders (189) See sce nario no. Display Status of Repair Order Sales Administration VA03 Check status entire repair process. Procedure 1. scroll to the right and use drag an to move the column to behind the Target quantity column. Choose Enter. Choose Enter. Prerequisites Confirmation of customer requirements triggers creation of a contract. 189 See scenario no.1 Creating a Customer Contract Use The purpose of this activity is to define the service agreement between the serv ice provider and the customer for a defined period. 189 4 Process Steps 4. If the d drop 5.X . Confirm t his with Enter. Create a Billing Request Service Employee DP90 A billing req t is created with reference to the service order. On the Create SP: SD-contract: Overview screen. Create the Billing Document Sales Billing VF01 Generation of the inv e from the debit memo request. On the Create Contract: Initial screen. Confirm the Information dialog box Determined desired delivery date XX. 189 Close Service Order Business View Period End Closing CO Orders (189) See scenario no. the system issues a warning message. 189 See scenario no. The contract start must be a minimum of one day before the start of repair or no tification date. make the following entri es. 6. The service contract has a minimum current time for two month. column Order quantity is not visible. (Default data remains unchanged. 189 See scenario no. 189 See scenario no. 4. make the following entries: Field name Description User action and values Comment Contract Type Sales document type of the contract YBC1 Sales Organization Selling entity responsible for the customer 1000 Distribution Channel Division Customer grouping Product or service grouping 10 10 3.Display Equipment using Equipment List Service Employee IH10 Check e status of equipment. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Sales and Distribution???Sales???Contract???Create Transaction code VA41 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing???Contracts???Create Contract 2.) Field name Description User action and values Comment Sold-to Party Alphanumeric key uniquely identifying the customer 100100 Description Description of contract <Description of contract> Contract start Start date of the contract <today s date> Contract End End date of the contract <today s date + 90 days> Material Alphanumeric key uniquely identifying the service product D101 Order Quantity Number of service units 1 If the start date is in the past.

Procedure 1. 5. prompt dialog box with No. Write down the notification number displayed. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Notification ???Create (Special)???Problem Notification Transaction code IW54 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing???Notifications???Create Service Noti fication-Malfn. 9.3 Changing the Service Notification Use The call center responsible for repairs processing calls up a list of outstandin g notifications each day. Choose Extras???Contract selection out of the menu and the sales contrac t number is filled in the Sales Doc. Confirm your entries with Enter. choose the appropriate one and choose Choose. make the following entries: Field name Description User action and values Comment Short text (Notification) Enter a short text describing the problem notifi cation Enter a short text Sold-to-party 100100 Person respons. Person responsible 999203 Mr SchanzeMatthias 3. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Notification ???List Editing???Display . If you have more than one contract. Notification number: _____ ________________. Result The service notification has been created. Confirm your entries with Enter. 4. Field automatically. Choose Save and write down the generated contract number 4XXXXXXX for fu ture reference.and confirm the Confir mat. Notific ation tab page. 7. 4. which contains all the details of the damaged notebook. Choose Save to save the problem notification. 2. on the Additional data1 tab page. Choose Back to return to the SAP Easy Access menu.XXXX has been copied to schedule line with Continue (Enter). Choose Back to return to the SAP Easy Access menu. 8. Result The system issues the message: SP: SD-Contract 400000XX has been saved. On the Create Service Notification: Problem notification screen. Contract number: _________________________ 8. On the Create Service Notification: Problem notification screen. The service notification number is used as the processing number for all further activities (also known as the RMA number ). 4.2 Creating a Service Notification Use The call center responsible for repairs processing creates a service notificatio n. make the following entries: Field name Description User action and values Comment Coding Field 1 YBP200 Field 2 REP Description Check the short description of the service notification Description (long text) You can enter all the details on the notification here Enter a short text as you desire 6. 7.X. Procedure 1.

the service agent dec ides what further action has to be taken. 4. Coding Code Field 1 REP Choose using input help (F4). On the Change service notification: problem notification screen. 15. Based of the data and information from the telephone call. confirm the Part ner selection dialog box with Continue (Enter). 14. 10. make the following entries: Field name Description User action and values Comment Coding Field 1 YBP200 Choose using input help (F4). In the Create Repair Order for Notification dialog box. 4. choose Execute. Result The service notification has been changed. Access the transaction using one of the following navigation options: . Choose Repair order from the Action box on the right. to create a repair order. In the Subject of conversation area. This list only appears if more than one service notification exists. Choose Details. To go into change mode. The repair order has been created in the background. If there are service notification exists. 9. choose the Activities tab page. Choose Continue. Choose Change/Display to switch to change mode. On the Display Service Notifications: Selection of Notifications screen. If several partners have been maintained in the system. for example. 12. 7. Choose Notification and order to save your entries. Choose Log telephone call from the Action box on the right. If there is only one document to display. the system takes you directly into the document i n display mode. make the followi ng entries: Field name Description User action and values Comment Order type YBR1 Material S300 Order quantity Service item 1 D101 13. 3. Choose Back to return to the SAP Easy Access menu.Transaction code IW59 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing???Notifications???Display Service Not ifications 2. choose the service notification created in step Creating a Service Notification 5. Procedure 1. you can enter a text of any length with the details of the outgoing telephone call. to display a list of the notifications to be processed. you cannot switch from the document display to change m ode. in the General Data/Administrative Data area.4 Displaying the Repair Order Use In this activity. 11. The customer can now be informed by telephone or e-mail that they can send the d evices to be repaired to the service center responsible (document call in the no tification) using the notification number. On the Display Service Notific ation: List of Notifications screen. The Change Service Notification: Problem notification sc reen is displayed. 6. The service agent calls the customer to ask for details regarding the notificati on. you must use transaction IW52 (Change Service Notif ication) and GOTO step 7 directly. However. 8. you display the repair order that has been created in the back ground.

Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Notification ???Display Transaction code IW53 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing???Notifications???Display Service Not ification 2. 2. The repair order number was created af ter having saved the service notification. Choose Back to return to the SAP Easy Access menu. Make a note of the sales order number. 4. 5. 8. You can also search for the serial numbers by using the input help (F4). 6. The purpose of this acti vity is to create a return delivery document with reference to a sales order. The Returns Delivery Create: Overview screen is displayed. A corresponding success message with the number of your outbound delivery document appears at the bottom . 3. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Sales and Distribution???Shipping and Transportation ???Outbound Delivery???Create???Single Document???With Reference to Sales Order Transaction code VL01N Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Warehouse Clerk (SAP_BPR_WAREHOUSESPECIALIST-S) Business role menu Warehouse Management???Shipping???Create Outbound Dlv. Enter the service notification number and confirm your entries with Ente r. Check the storage location for item 10: Field name "Sloc". Repair order number: _______________________. 5. Choose the fi rst item and choose Extras???Serial numbers. 6. Choose Post goods receipt to save your entries. On the Create Outbound Delivery Without Order Reference screen choose With Order Reference.4 > From item Delivery type LR 3. 4. To display the repair order created in the background. Result The repair order number has been checked.5 Creating a Return Delivery with Reference to Sales Order Use The damaged customer equipment is delivered for repair. Choose Continue to return to the Returns Delivery Create: Overview scree n. 4. On the Create Outbound Delivery with Order Reference screen. Enter the serial number you posted in the customer stock in Maintain Ser ial Number Screen. 7. make the fo llowing entries: Field name Description User action and values Comment Shipping point 1000 Selection date Proposed by system Order repair order < The repair order number you noted in step 4. Procedure 1. Double-click the sales order (3rd item) to display the repair order belo w. Confirm with Enter. choose Show Docum ent Flow. w /o Order Ref.

5. On the Stock Overview: Company Code/Plant/Storage Location/Batch screen. the equipment number is displayed immediately. for example. 4. 4. On the Change SP: Repairs / Service XX : Overview screen.6 Stock Overview Use Once the goods receipt has been posted. If there is only one item.7 Changing a Repair Order Starting Repairs Use When you change the repair order the system automatically creates a service orde r in the background. to display the serial number list.of the screen. Procedure 1. Procedure 1. Choose (NWBC: More ???) Environment???Equipment/serial Number. the sales order stock contains material S300 (SEMIFINISHED PRODUCT. Choose Execute to display the list. . make the following entries: Field name Description User action and values Comment Material S300 Plant 1000 3. Choose Back to return to the SAP Easy Access menu. Choose Back until you return to the SAP Easy Access menu. choose the Sales Order Stock line and choose Detailed Displ ay to display the sales order stock with unrestricted use belonging to your sale s document. 5. Enter your order number created in the step Display the Repair Order 3. On the Change SP: Repairs / Service XX : Item Data screen. In the list. Make a note of the number. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Management of Technical Objects?? ?Material???Stock Overview Transaction code MMBE Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Buyer (SAP_BPR_PURCHASER-S) Business role menu Purchasing???Materials and Stock???Stock Overview 2. Confirm with Enter. 9. Make a note of the equipment number:_________________________ 6. 10. Choose Contintue to return. Result The return delivery with reference to the repair order has been created. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Sales and Distribution???Sales???Order???Change Transaction code VA02 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Sales Administration (SAP_BPR_SALESPERSON-S) Business role menu Sales???Sales Orders???Create Sales Order???More ??? Sales document??? Change 2. 4. choose the line 10000 in the main item area and choose the button Repairs. The mat erial for repair is posted into the company s special stock (assigned to the repai r order). check the entri es and choose Back. Result The equipment of the repair material has been checked. Notebook). Choose the Item and choose Display. Returns delivery: ___________________________. 4.

The system issues success message with the number of your document at the bottom of the screen. Make a note of the service order number. Result The service order number has been checked.6. Confirm the Copy item proposal Dialog box with Yes. The Change Repairs Order 4XXXXXX: Central Header screen is displayed. To display all items. Choose Save to save the repair order. 7. Choose Back to return to the SAP Easy Access menu. 3. Choose the Operations tab page to plan the expected working time and mak e the following entries: Field name Description User action and values Comment Work Amount of work involved in performing the activity. To display the service order. To display the service order created in the background. Service order number: _______________________. Result The service order has been created. Enter the service notification number from the step Create a Service Not ification. 5. 4.9 Changing the Service Order Use Use this step to enter the planned work or duration in the service order. 4. 6. 4. 4. choose the repair service (4th item) and c hoose Display Document. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Notification ???Display Transaction code IW53 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Agent ( SAP_BPR_SERVAGENT-S) Business role menu Service Processing ® Notifications ® Display Service Notific ation 2. 3. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Order???Serv ice Order???Change Transaction code IW32 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service???Service Processing???Change Order 2. 7. Confirm your entry with Enter. An additional item (the actual repairs) is created in the repair order. 5. Procedure 1. choose Edit???Display range???All items). 8. Enter your service order number from the step Display the Service Order. The maintenance orde r is generated automatically in the background. Procedure 1. Confirm your entries with Enter. choose Document Flow button. 9. Choose Back to return to the SAP Easy Access menu.8 Displaying the Service Order Use You can now display the service order that has been created in the background. 8 Enter planned working time UN Unit H .

Confirm the system message Document xxxxxxxx was created. Result The spare part was added to the repair order. 9. Service Order number 3. Procedure 1. choose activity 0 010 8. Save the goods issue document. Result The material consumption has been posted and the stock level reduced in the syst em. Choose Back to return to the SAP Easy Access menu. choose the relevan t items. On the Change Repair Order: Operation Overview screen. Procedure 1. choose To Order and make th e following entries: Field name Description User action and values Comment Order Number 40000XX Created in step 4. 4. 4. You must now confirm th e use of the spare part material. 6. choose Adopt + Details and check the entries. Confirm your entries with Enter.8 Act. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Sales and Distribution???Shipping and Transportation ???Outbound Delivery???Create???Single Document???with reference to sales order Transaction code VL01N Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Warehouse Clerk . 5. 4. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Confirmation ???Goods Movement???Goods Movement Transaction code MB11 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service???Service Processing???Goods Movement 2.11 Posting Goods Issues Use In this activity.6. the repaired notebook is sent back to the customer.10 Confirming the Materials Used Use Spare parts have been removed from stock for the repair. On the Enter Goods Movement: Initial Screen. Confirm your entries with Enter. 7. On the screen Enter Goods Movement: Selection Screen. Choose Save to save the repair order. 11. Choose General. Choose Back to return to the SAP Easy Access menu. 7. Enter the following data for the spare part required to perform the repa irs and choose enter: Field name Description User action and values Comment Component H100 Reqmnt qty 1 IC (item category) Stock item SLoc Storage Location 1040 L Plant 1000 10. The system issues a corresponding success message with the number of your docume nt at the bottom of the screen.

7.4 Sales order From item Delivery type LF 3. 6. Delivery: ___________________________. Choose the button Post Goods Issue to save your entries. 4. On the Create Outbound Delivery Without Order Reference screen choose With Order Reference.13 Time Recording (211) . 5.(SAP_BPR_WAREHOUSESPECIALIST-S) Business role menu Warehouse Management???Shipping???Create Outbound Dlv. 4. Result The repaired good is sent back to the customer. 6. Check the storage location field for item 10: Field name Sloc .12 Displaying Serviceable Materials Use You can display the serviceable material in the repair order. On the Sales order: Status Overview screen. 5. Confirm your entry with Enter. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Sales and Distribution???Sales???Order???Display Transaction code VA03 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Sales Administration (SAP_BPR_SALESPERSON-S) Business role menu Sales???Sales Orders???Create Sales Order???More ??? Sales document??? Display 2. Choose Back to return to the SAP Easy Access menu. The system issues a corresponding success message with the number of your outbou nd delivery document at the bottom of the screen. You can also search for the serial numbers by using the input help (F4). make the fo llowing entries: Field name Description User action and values Comment Shipping point 1000 Selection date Proposed by system Order < The order number you noted earlier > See step 4. 8. Make a note of the number. Confirm with Enter. 4. Choose Back to return to the SAP Easy Access menu. Choose Enter to return to the Delivery Create: Overview screen. Result The serviceable material has been checked. 3. On the Display SP: Repairs / Service XXX: Overview screen. Use help (F4) and choose the sloc value 1030with the special stock S value E. 2. On the Create Outbound Delivery with Order Reference screen. 10. then choose the button Expand all to display the current details. choose Status overview. 9. The Delivery Create: Overview screen appears. choose Enviro nment???Status overview. 4. Choose the serial number you posted in the customer stock on the Mainta in Serial Number Screen. Choose the first item and choose Extras???Serial numbers. w /o Order Ref. 11. Enter your order number created in the step Change the Service Notificat ion in this document. Procedure 1.

the service order i s the focal point of the process as it collects labor. 5. Procedure 1. Procedure Complete all activities described in the Business Process Documentation of the s cenario: Time Recording (211) To accomplish activities of the scenario. Result The planned/actual costs have been checked. the ke y date is not visible on the initial screen.15 Closing the Service Order Technically Use Once all the activities are complete and the completion confirmations are posted . 3. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Order???Serv ice Order???Change .Order Receiver Order 40000XX Type in the service order number from th e step Change a Repair Order Starting Repairs in this document Act.14 Checking Planned/Actual Costs Use In this activity. you can set the status of the service order to technically complete. 4. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Order???Serv ice Order???Change Transaction code IW32 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service ® Service Processing ® Change Order 2. you can check planned/actual costs specified for value categor ies. In this scenario. Prerequisites The service order has already been already created. The service order collects a ll time and cost for internal review.External Process Use The Cross-Application Time Sheet (CATS) is the tool used for recording time work ed by an employee on a certain assignment. Enter the service order number and confirm your entry with Enter. Personnel Number Numeric key identifying a personnel record 999203 Mr SchanzeMatthias Field name Description User action and values Comment ActTyp Activity type Leave blank The value will be set automatically afte r all necessary fields are filled in and are confirmed with Enter Rec. 4. Check the data and choose Back. Activity Number 0010 the Activity Number Hours Time worked on the receiving object 8 Any scenario hours Exam ple: 8 4. Confirming the Exit maintenance order dialog box or the prompt asking yo u if you want to save the data with Yes. carry out the process steps in the rel evant Business Process Documentation using the master data from the following ta bles: Field name Description User action and values Comment Data Entry Profile Customized time sheet profile YBCS SP Service Order Key Date Date that determines the date range available in the time sheet Accept default of today s date The first time a time sheet is called up. Go to the Costs tab page to display the planned/actual costs. Procedure 1.

Choose Execute. Result This completes the repairs technically and the device can be delivered to the cu stomer. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Management of Technical Objects E quipment???List Editing???Display Transaction code IH10 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service???Service Planning???Display Equipment The equipment status has changed to ECUS (on the customer side) 2. and in the f ield Serial number enter the serial number used in the steps before. and you may have to bill the customer. the SerData tab page contains the data on th e material supplied. Procedure 1. the system carries out a warranty check when you create a service notific ation. The following steps are optional. in the field Material . Choose Back to return to the SAP Easy Access menu. Choose Back. Enter your order number. in the Equipment s election area. 7. Depending on the repair and warranty analysis. The Display Equipment: General data screen is displayed. The Partners view on the Partner Data tab page contains data on the customer. 8. On the Display Equipment: Equipment Selection screen. If a customer warranty is assigned to the equi pment. Choose the Organization tab page. . You can also choose Document Flow to display the assigned co nfirmation by double clicking on the confirmation item. Choose the Display???Change to change the equipment data. 4. 9. 6. 4. 8. 3. Confirm your entry with Enter. 7. 4. Confirm the repair confirmation to sales order message with Continue. On the Change Equipment: Location screen make the following entries: Field name Description User action and values Comment Maint Plant 1000 Plant 1 9. check once more that all expenses for the repairs have been entered. enter Material number S300.Detail screen. Choose back to the Display Equipment: SerNo. A corresponding success message with the number of your document appears at the bottom of the screen. Choose Complete (technically) to complete the service order technically. Choose the History button on the SerData tab page to trace the entire do cument flow for the equipment. 5. 5. you can check the current status of all listed equipment and u pdate the equipment data. Choose the Location tab page. Choose Enter to confirm the Complete dialog box. The equipment contains various views.Transaction code IW32 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service ® Service Processing ® Change Order 2.16 Displaying Equipment using Equipment List Use In this activity. 6. an invoice is created for the customer. 3. On the Costs tab page.

On the Change Equipment: Organization screen make the following entries: Field name Description User action and values Comment Cost center 1701 Main work center (Plant) SERV01 / 1000 Services: Work Center Technical Serv. 4. tab page: Master Warranty Text Search Help. Choose enter. Choose Save to save your entries. 4. 4. 5. Choose the Sales and Distribution tab page. 12. Access the transaction using one of the following navigation options: . On the Display SP: Repairs / Service XXX: Overview screen.18 Creating a Billing Request Use In this step. Result The equipment has been checked. Choose the Warranty data tab page. 3. Make the following entries: Field name Description User action and values Comment Begin guarantee Repair end date Master warranty <warranty number> for example. Procedure 1. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Sales and Distribution???Sales???Order???Display Transaction code VA03 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Sales Administration (SAP_BPR_SALESPERSON-S) Business role menu Sales???Sales Orders???Create Sales Order???More ??? Sales document??? Display 2. 17. go to the Customer warran ty Section to carry out a warranty check. you create the invoice to the customer for actual work performed. 3000000000 Choose the warranty number for the 12-month guarantee by using the search help. On the Change Equipment: Warranty data screen.17 Displaying Status of Repair Order Use You can now check the current status of the entire repair process. Choose Back to return to the SAP Easy Access menu. 18. channel 10 Direct Sales Division 10 Product Division 10 13. 14. 15. no billing request will be created. Sales Org Distribut. 1000 Dom. In this scenario. Procedure 1.10. Choose Back to return to the SAP Easy Access menu. You can see the number of devices delivered in the Delivered field in th e Serviceable material data block. The message Equipment XX changed appears at the bottom of the screen. i f existent. Enter your sales order number and confirm your entry with Enter. 16. but the actual billing doc ument (debit memo) is created directly out of the service order. choose the ma in item and choose Repairs. For Equipment / Material used in the production order check the warranty data. 11. On the Change Equipment: Sales/Distributi screen make the following entr ies: Field name Description User action and values Comment Sales Org.

The number of the billing document created is displayed in the status bar. you generate the invoice from the SP: Repairs/Service order. Repeat the previous 3 steps for item 10500. choose the button Billing request. Access the transaction using one of the following navigation options: Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Completion?? ?Billing Document???Create Transaction code VF01 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Sales Billing (SAP_BPR_SALESPERSON-S2) Business role menu Sales???Billing???Create Billing Document 2. choose in the menu Edit ???Display range???All items. 3. To save the billing request. Confirm the messages Do you really want to create the Billing Request? w ith Yes. Choose save to Save the proposed debit memo. This generates the ba sis for the billing document. maintain the following fi elds: Field name Description User action and values Comment Document Repair order SP: Repairs/Service order from the previ ous step 3. Choose Back 9. On the Debit Memo (L2) Create: Overview of Billing Items screen. the ite ms for the services are proposed. make the following entries: Field name Description User action and values Comment Billing block Leave field blank Absolutely necessary for billing purposes Order reason No warranty Use Key YR1 11. 2. In the Change SP: Repairs/Service XXX: Overview.19 Creating the Billing Document Use In this activity. Procedure 1. 4. 4.Option 1: SAP Graphical User Interface (SAP GUI) SAP ECC menu Logistics???Customer Service???Service Processing???Completion?? ?Billing Request???Process Individually Transaction code DP90 Option 2: SAP NetWeaver Business Client (SAP NWBC) via Business Role Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service???Billing???CS: Resource-Related Billin g Doc. This generates the billing document. Choose the billing item 10400. The expenses screen for the billing request appears automatically (Billing reque st for resource-related billing document <new>: Expense). The corresponding accounting document is created . 12. 6. choose Goto?Item? conditions and add the following condition type to the billing item: CnTy (Condition Type) Amount Comment YBS1 80 Surcharge Customer in % 8. On the Create Billing Document initial screen. Enter your service order number created in the step Change a Repair Orde r Starting Repairs of this document. 4. On the Sales tab page. Result The SP: Repairs/Service order is the billing request. 5. This screen shows the actual expenses that the company incurred in providing the service. Confirm your entries with Enter. Confirm with Enter. Choose Back to return to the SAP Easy Access menu. 7. Choose save to Save the SP: Repairs/Service order. 10.

To complete further activities in this business process. For detail about the month-end closin g procedure. Automatic Clearing of Open Items in Customer Accounts. complete the process st eps described in one or more of the following scenarios. see Business Process Documentation for Period-End Closing Service O rders (189). Calculati on of Work In Process (Service Provider) and Settling the Sales Order to Profita bility Analysis (Service Provider) using the master data from this document. using the master data f rom this document. carry out the process steps Settlement Service Orders and Close Completed Service Orders (Business View). Month-end closing can only be executed once a month.3 Sales: Period End Closing Operations (203) (optional) External Process Use This scenario describes the collection of periodic activities such as day ending activities or legal requirements like Intrastat and Extrastat reporting. These are executed co llectively as a part of month-end closing. Procedure Complete all activities described in the Business Process Documentation of the s cenario: Sales: Period End Closing Operations (203) (sections Review Sales Docum ents Blocked for Billing. Review List Blocked (for accounting) Billing Documents). 5.2 Period-End Closing Service Orders (189) External Process Use Additional activities must be carried out in this project. Post Incoming Payment from Customer Manually. Procedure Complete all activities described in the Business Process Documentation of the s cenario: Accounts Receivable (157) (sections Post Payments using Automatic Payme nts Program. which you can take to reverse some of the activities described in this document.1 Accounts Receivable (157) Use In this activity you post the incoming payment. 5. Create a Customer Contract Transaction code ( SAP GUI) VA41 Reversal: Change the customer contract Transaction code ( SAP GUI) VA42 Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing???Contracts???Change Contract Comment You can change the customer contract. To accomplish activities of the scenario. 6 Appendix 6. Create a Service Notification Transaction code ( SAP GUI) IW51 Reversal: Change a Service Notification Transaction code ( SAP GUI) IW52 Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing ® Notifications ® Change Service Notifica . Result The billing document has been created and assigned to accounting. Review Log of Collective Invo ice Creation. 5.1 Reversal of Process Steps In the following section. Review Billing Due List. Choose Back to return to the SAP Easy Access menu. and Manual Clearing of Open Items in Customer Accounts) using the master data from this document. 5. you can find the most common reversal steps.in the background. 5 Follow-up Processes You have finished all activities that are part of the business process described in this document.

Change the Service Order Transaction code ( SAP GUI) IW32 Reversal: Change the Service Order Transaction code ( SAP GUI) IW32 Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service ® Service Processing ® Change Order Comment If the order is not released: set the system status NCMP (Not completed) with the function Do Not Execute. set the system status DLFL (Delet ion Flag).tion Comment Set the system status NOCO (Notification completed) and set system statu s DLFL (Deletion Flag). After that set the system status DLFL (Deletion Flag). Change a Repair Order Starting Repairs Transaction code ( SAP GUI) VA02 Reversal: Change a Repair Order Transaction code ( SAP GUI) VA02 Business role Sales Administration (SAP_BPR_SALESPERSON-S) Business role menu Sales???Sales Orders???Change Sales Order Comment You can add or change item data. Create a Return Delivery with Reference to Sales Order Transaction code ( SAP GUI) VL01N Reversal: Change a Return Delivery with Reference to Sales Order Transaction code ( SAP GUI) VL02N Business role Warehouse Clerk (SAP_BPR_WAREHOUSESPECIALIST-S) Business role menu Warehouse Management???Shipping???Change Outbound Delive ry Comment Choose Outbound Delivery Delete. . Confirm the Materials Used Transaction code ( SAP GUI) MB11 Reversal: Goods Movement Cancel with Reference to Order Transaction code ( SAP GUI) MB11 Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service ® Service Processing ® Goods Movement Comment The goods movement with reference to the order is cancelled. After that. Change the Service Notification Transaction code ( SAP GUI) IW52 Reversal: Change a Service Notification Transaction code ( SAP GUI) IW52 Business role Service Agent (SAP_BPR_SERVAGENT-S) Business role menu Service Processing???Notifications???Change Service Noti fication Comment Set the system status NOCO (Notification completed) and set system statu s DLFL (Deletion Flag). Post Goods Issues Transaction code ( SAP GUI) VL01N Reversal: Reverse Goods Movement Transaction code ( SAP GUI) VL09 Business role Warehouse Clerk (SAP_BPR_WAREHOUSESPECIALIST-S) Business role menu Warehouse Management???Shipping???Cancel Goods Issue for Delivery Note Comment Enter the Outbound Delivery Number and choose Execute (F8). If the order is released: set the system status CLSD (Closed) with the function Complete (Business).

Cost Analysis MCI8 A list of order types contains information about the num bers of unplanned and complete orders. Orders: Actual/Plan Variance S_ALR_87012993 An Overview of the actual and pl an data on internal orders. You can find detailed descriptions of the individual reports in the following BP D documents. which provide a comprehensive compilation of all important reports: Financial Accounting: SAP ERP Reports for Accounting (221) Logistics Processes: SAP ERP Reports for Logistics (222) Note that the descriptions of some reports that are an indispensable part of the process flow may be located directly in the section where they belong. Execute Report KE30 A report concerning plan/actual activities.Close the Service Order Technically Transaction code ( SAP GUI) IW32 Reversal: Cancel the Technical Completion Transaction code ( SAP GUI) IW32 Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Menu item1???Menu item 2???Menu item 3???Menu Item 4 Comment Use Order???Functions???Complete???Cancel technical completion Create a Billing Request Transaction code ( SAP GUI) DP90 Reversal: Cancel Billing Request Transaction code ( SAP GUI) VF02 Business role Sales Billing (SAP_BPR_SALESPERSON-S2) Business role menu Sales ® Billing ® Change Billing Document Comment You can change the billing request document before invoicing if necessar y. 6. Equipment list IH10 An equipment list with general data and more information . Create the Billing Document Transaction code ( SAP GUI) VF01 Reversal: Cancel Billing Document Transaction code ( SAP GUI) VF02 Business role Sales Billing (SAP_BPR_SALESPERSON-S2) Business role menu Sales ® Billing ® Change Billing Document Comment You cancel the customer invoice and posting to the accounting. Close the Service Order Business View Transaction code ( SAP GUI) IW32 Reversal: Cancel the Business Completion Transaction code ( SAP GUI) IW32 Business role Service Employee (SAP_BPR_SERVEMPLOYEE-S) Business role menu Customer Service ® Service Processing ® Change Order Comment Use Order???Functions???Complete???Cancel business completion 6.2 SAP ERP Reports Use The table below lists the most frequently used reports that help you to obtain a dditional information on this business process.3 Used Forms . List: Orders S_ALR_87012995 A List of orders by controlling area for a plan/ actual comparison Actual Line Items KOB1 A report for actual line items for orders. Reports Report title Transaction code Comment Service Notifications IW59 A list of service notifications. Service and Maintenance Orders IW39 A printed list of orders.

forms were used. The table b elow provides details on these forms. Common form name Form type Used in process step Output type Technical name PM_COMMON SapScript After Release of the Service Order Shop Pap er .Use In some of the activities of this business process.