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SAP ECC 6.

00
August 2006
English

H76: Service Management On-Site Service
Business Process Procedures

SAP AG
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany

SAP Best Practices

H76: Service Management - On-Site Service

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SAP Best Practices

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H76: Service Management - On-Site Service

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SAP Best Practices

H76: Service Management - On-Site Service

Contents
H76: Service Management – On-Site Service.....................................................................................5
Purpose........................................................................................................................................... 5
Process Flow................................................................................................................................... 5
Organizational and Master Data...................................................................................................... 6
Preliminary Steps................................................................................................................................ 7
Uploading the Evaluation Role......................................................................................................... 7
Creating Equipment Manually.......................................................................................................... 7
Creating Service Contract and Assigning Equipment.......................................................................9
Creating Initial Stock...................................................................................................................... 11
Service Management......................................................................................................................... 12
Creating Service Notification.......................................................................................................... 12
Changing Problem Notification / Process Documented Activities..................................................14
Assigning Employee Responsible.................................................................................................. 15
Creating Service Order from Notification.......................................................................................16
Assigning Components Manually to Service Order........................................................................18
(Alternative) Assigning Components from BOM Structure to Service Order..................................19
Releasing Service Order................................................................................................................ 21
Checking the Settlement Rule....................................................................................................... 22
Triggering Advance Shipment........................................................................................................ 23
Delivering Spare Part..................................................................................................................... 24
Confirming Service Order.............................................................................................................. 26
Confirming Material Used.............................................................................................................. 28
Creating Billing Request................................................................................................................ 30
Creating Billing Document............................................................................................................. 32
Concluding Steps in the Process....................................................................................................... 33
Technically Completing the Service Order.....................................................................................33
Service Order Settlement............................................................................................................... 34
Service Contract Settlement.......................................................................................................... 35
Closing the Business View of the Service Order............................................................................37
Creating Billing Document for Service Contract.............................................................................37
Optional Step: Linking Records Management...................................................................................39
Link Equipment.............................................................................................................................. 39
Link Service Notification................................................................................................................. 40
Link Service Order......................................................................................................................... 40

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The customer reports a problem with the material (a beamer in this scenario). The technician carries out the repairs at the customer's site and confirms the spare parts used and services by issuing an overall completion confirmation. A service technician is assigned. and settlement of the service order and service contract. spare parts fulfillment. © SAP AG Page 5 of 40 . and a warranty check is executed. The service order is settled to the contract and the service contract is settled to the profitability analysis component (CO-PA). and the required activities and times for the service to be carried out on site are planned.On-Site Service H76: Service Management – On-Site Service Purpose The scenario H76: Service Management – On-site Service describes the processing of a service notification and the subsequent service order when the repairs are carried out on-site for the customer. The system determines the service contract for the customer. A service order is then created from the extended notification. After checking the conditions. If a warranty exists. the creation of a service order from a notification. the customer receives the service at a discount or free of charge. Contract management and revenue recognition complete the process. the service contract can be billed on a periodic basis (quarterly for example). A billing document is created and revenue recognition is performed. The contract specifies the type of service (response time) and payment method. The service employee checks and technically completes the service order. confirmation of service order. The price is calculated and the billing plan determined accordingly. The functions covered include service notification. the billing document is created accordingly. A billing request is created. Process Flow The customer signs a yearly service contract. Alternatively. A service center employee enters the service notification in the system. The necessary spare parts are ordered via advance shipment and delivered to the technician. warranty check. resources-related billing to customer. All the costs and revenues are collected in CO-PA. The service employee calls the customer and this call is documented in the system.SAP Best Practices H76: Service Management .

On-Site Service Organizational and Master Data The following organizational and master data is required in the scenario: Field name Value Description Controlling area BP01 Best Practices Company code BP01 Company Code BP01 Plant BP01 Production Plant BP01 Sales organization BP01 Sales Org. BP01 Distribution channel 02 Wholesale (Considering as Distribution Channel for Service / Spare Parts in all the service scenarios) Division 01 Product Division 01 Service material in contract H76-SERV Service Serviceable material H76-1000 Beamer Professional Customer / business partner H7600 Customer Service .On-Site Service © SAP AG Page 6 of 40 .SAP Best Practices H76: Service Management .

4. you only have to execute these steps before you run the BPP for the first time. Procedure 1. On the Create Equipment: Initial Screen. The following role is available: Technical name Description File name for upload /SMB50/H76_05U H76: Service Management . make the following entry: Field name © SAP AG Description User Action and Values Comment Page 7 of 40 . An evaluation role enables you to comfortably access all transactions required for the business application testing. Creating Equipment Manually Use Normally the equipment master is created during initial sales to the customer. Access the transaction using one of the following navigation options: SAP role menu Create Equipment Transaction code IE08 2. Uploading the Evaluation Role Use Before you can begin performing the steps described in the Business Process Procedure. make the following entries: Field name Description Equipment category 3.SAP Best Practices H76: Service Management . On the Create Equipment: General Data Screen. for example to create initial stock for goods movements. Confirm your entries with User Action and Values Comment S (Customer equipment) Default value ENTER. You have to install an evaluation role for each scenario.On-Site Service Preliminary Steps This section contains activities that you need to carry out before you run through the Business Process Procedure. Usually. you need to upload the evaluation role for this scenario and assign it to your user.SAP Procedure For more information about uploading the evaluation role to the system and working with roles. In this scenario. see to the Essential Information building block. we skip the initial sales and use a manual step to create equipment master data.On-Site Service _SMB50_H76_05U.

and select the Sales and Distribution tab page and make the Description User Action and Values Sales Org. 1 11. make the following entries: Field name Description User Action and Values Material H76-1000 Serial number 1 9. Select the Guarantee tab page. Page 8 of 40 . select the To customer radio button. 12.SAP Best Practices H76: Service Management . 14. Confirm your entries with Comment Select the warranty number for the Guarantee Beamer by using the search help – tab page: Master Warrenty Text Search Help ENTER. 8. Choose Edit  Special serial no functions  Manual transaction from menu. In the Create Equipement: Manual transaction dialog box. Confirm your entries with following entries: Field name ENTER. select the Partner Data tab page and make the following entries: Field name Description User Action and Values Funct SP (Sold-to Party) Partner H7600 6.On-Site Service Description Equipment for H76-1000 5. 13. channel 02 Division 01 7. Confirm the entry with ENTER. BP01 Distrib. then choose ENTER to confirm. in the Customer warranty group box. make the following entries: Field Name Description User Action and Values Begin guarantee Today’s date minus 2 weeks Master warranty <warranty number> in this example. Comment Comment and ignore the information message. 10. The system status has now changed from AVLB (Available) to ECUS (At customer site). Confirm your entries with Comment Enter a different number if 1 has already been entered ENTER. Confirm your entries with ENTER. Select the SerData tab page. Choose © SAP AG Back to return to the SAP Easy Access menu. Choose Save and make a note of the equipment number: __________________ 15.

make the following entries: Field name Description User Action and Values Comment Order Type YWV HT Service Contract Sales Organization BP01 Distribution Channel 02 Division 01 3. On the Create HT Service Contract: Characteristic Value Assignment screen. Confirm your entries with ENTER. make the following entries: Field name © SAP AG Description User Action and Values Comment Page 9 of 40 . if required): Field name Description User Action and Values Comment Payment Method YWVQ (quarterly) Select using F4 Type of Service 24 (24H support) Select using F4 7. Order No. The contract specifies the type of service (response time) and payment method. All the characteristic values are replaced with their corresponding description. On the Create HT Service Contract: Overview screen.SAP Best Practices H76: Service Management . 4. select item 10. Confirm your entries with ENTER. enter the following values in the Characteristic value assignment table (you can select the permitted values using the input help or F4. The price is calculated and the billing plan determined accordingly. choose Extras  Technical Objects from the menu. On the Create Contract: Initial Screen.On-Site Service Creating Service Contract and Assigning Equipment Use The customer signs a yearly service contract. Confirm your entries with Comment Purchase order number ENTER. make the following entries: Field name Description User Action and Values Sold-to Party H7600 Purch. Then choose Back (F3). On the Create HT Service Contract: Overview screen. 6. Procedure 1. Any Material H76-SERV Target Quantity 1 5. Access the transaction using one of the following navigation options: SAP role menu Create Contract Transaction code VA41 2. 8.

On the Create HT Service Contract: Item data screen. choose Bill. Choose Save (F11).SAP Best Practices Equipment 9. 12. 13. plan. 11. Choose H76: Service Management . Then select Condition tab page to see the pricing details. On the Create HT Service Contract: Overview screen. © SAP AG Page 10 of 40 . in the bottom of the screen. 10. select item 10.On-Site Service Enter the equipment numbers you created in the previous step Back (F3). you can see the billing plan details. Make a note of the Service Contract number _____________. Choose Back (F3) twice to return to the SAP Easy Access menu.

6. the stock of BOM components come from the goods receipt of purchasing process or good receipt of production process. Choose Back Choose © SAP AG + S). 4.On-Site Service Creating Initial Stock Use The purpose of this activity is to create initial stock for the BOM components of the finished good. Once the stocks have been used up. make the following entries: Field name Description User action and values Movement type 561 Plant BP01 Storage Location YD01 Comment 3. Page 11 of 40 . In a real business situation. make the following entries: Field name Description User action and values Comment Material (1) H76-1100 Material (2) H76-1200 Material (3) H76-1300 Material (4) H76-1400 Quantity 100 For each material YD01 Keep the default vaule SLoc (1) Storage location SLoc (2) SLoc (3) SLoc (4) 5. Choose Enter. On the Enter Other Goods Receipt: Initial Screen. Procedure 1. you will have stock available to run the BPP several times.SAP Best Practices H76: Service Management . you have to execute this step again. Back (F3) to return to the SAP Easy Access menu. Access the activity choosing one of the following navigation options: SAP role menu Other Goods Receipt Transaction code MB1C 2. Choose Enter. Choose Save (Ctrl 7. On the Enter Other Goods Receipt: New Items screen. After you create the initial stock.

On the Priority Change dialog box.SAP Best Practices H76: Service Management . 6. On the Warranty Check dialog box. problem details. Choose Continue (Enter) to confirm. the service contract number which equipment is assigned to appears. 8. At the same time. make the following entries: Field name Description User Action and Values Comment <Equipment number created before> Select using input help Reference object Equipment Processing Priority 4. priority. Access the transaction using one of the following navigation options: SAP role menu Create Service Notification-Malfn. you can see that the service contract number has been copied to the Sales Doc field of the service notification. He or she records the details in a service notification including the equipment number. choose Yes to specify the new dates. 9. Transaction code IW54 2. 5. choose Subject tab page and make the following entries: Field name Description User Action and Values Comment Coding Field 1 YH34 Codings Service Notification © SAP AG Page 12 of 40 . the sold-to party has been copied from the equipment master record to the service notification. On the tab page Notification. On the Create Service Notification: Problem notification screen.On-Site Service Service Management Creating Service Notification Use The service centre employee receives a customer call reporting a malfunction of the product (a beamer in this case). and so on. On the Object Information dialog box. On the Create Service Notification: Problem notification screen. 7. Procedure 1. choose Continue (Enter) to confirm. On the Create Service Notification: Problem notification screen. make following entry: Field name Description User Action and Values Notification 3rd field for Description Call from customer Comment 3. Confirm your entries with 1 High ENTER.

Make a note of the service notification number: __________. 13. 12.SAP Best Practices Field name H76: Service Management . © SAP AG Page 13 of 40 .On-Site Service Description User Action and Values Comment Field 2 CALL Telephone CALL Description Keep default Already entered in the previous step Description (long text) Enter the details of customer call 10. Choose Back to return to the SAP Easy Access menu. 11. Choose Save (Ctrl + S). Confirm the Confirmation prompt dialog box with No.

choose the Activities tab page. Double-click the notification number to change the individual notification. make the following entries: Field name Description User Action and Values Comment General Data/Administrative Data Coding YH34 Coding Code CALL 3. Confirm the data you have entered for the outgoing telephone call by choosing Continue. 13. Maintain an output device and choose the Print pushbutton.SAP Best Practices H76: Service Management . On the Change Service Notification: Problem notification screen. To display a list of the notifications to be processed. 7. On the Change Service Notifications: Selection of Notifications screen. To display the text entered for the telephone conversation. enter a text of any length. Access the transaction using one of the following navigation options: SAP role menu Change Service Notifications Transaction code IW58 2. Choose Back to go back to the Change Service Notification: Problem notification screen. choose Text  Print… 12. Choose Back to return to the SAP Easy Access screen. 9. choose Text. 10. 11. Page 14 of 40 . In the Subject of conversation area. 5. 6. 4. 14. Procedure 1.On-Site Service Changing Problem Notification / Process Documented Activities Use The service agent makes a telephone call to the customer to clarify some details and logs the call in the system. © SAP AG + S). The Change Service Notifications: List of Notifications screen displays the scheduled service notifications. the system goes directly to the Change Service Notification: Problem notification screen and you can skip step 5. On the Change Service Notification: Problem notification screen. If there is only one notification. To print/fax the notification. choose Execute. choose Log telephone call from the action box on the right. 8. Choose Save (Ctrl 15. This list only appears if more than one service notification exists.

The Change Service Notification: Problem notification screen appears. Display the document flow for the notification by choosing Extras  Notification documents  Document flow. Page 15 of 40 . Field 1 5 (Agatha Meyer) Comment 7. Choose Back to return to the Change Service Notification: Problem notification screen. To display the individual notifications. enter the employee responsible: Field name Description User Action and Values Person respons. 9. © SAP AG + S). In the Processing screen area. Choose Execute. Access the transaction using one of the following navigation options: SAP role menu Change Service Notifications Transaction code IW58 2. 5.On-Site Service Assigning Employee Responsible Use After the notification details have been included. Choose Save (Ctrl 10. Procedure 1. 4. make the following entries: Field name Description User Action and Values Comment General Data/Administrative Data Coding YH34 Coding Code CALL 3. 8. double-clicking the notification numbers. The Change Service Notifications: List of Notifications screen displays the scheduled service notification. The service employee now assigns the service notification to the employee responsible.SAP Best Practices H76: Service Management . you can search for a qualified employee with spare capacity to be responsible for this task. On the Change Service Notifications: Selection of Notifications screen. Choose Back to return to the SAP Easy Access menu. 6.

General (maintenance) task lists describe a sequence of individual maintenance activities which must be performed repeatedly within a company. spare parts. 3. choose Serv. In the Object Information dialog box. The Change Service Notifications: Selection of Notifications screen then appears. Procedure 1. Choose CONTINUE. 5. Access the transaction using one of the following navigation options: SAP role menu Change Service Notifications Transaction code IW58 2. You can plan in detail the necessary operations. enter the following values: Field name Description User Action and Values Comment Field 1 VW Person respons. 6.On-Site Service Creating Service Order from Notification Use You create a service order on the basis of the service notification to enable detailed planning of the required service activities during refurbishment of a serviceable item at the work center. On the Change Service Notification: Problem notification screen. where you can see the default operations displayed. They are used to standardize these recurring work sequences and to plan them more effectively. 8. and materials (for example. they can reduce the time required to create the operations in service orders. you could overwrite the default values. 9. choose CONTINUE. To plan the operations. Select using input help Field 2 5 Notification selection Partners 4. and repairable spares) in the service order. You can display this using transaction IA06 with group number 100000. The default operations come from the general task list maintained during the installation activities of this scenario. Choose Execute.SAP Best Practices H76: Service Management . © SAP AG Page 16 of 40 . consumable parts. In the Notification selection screen area. On the Create Service Order Central Header screen. The Create Order dialog box appears. technicians. In this example. make the following entries: Field name User Action and Values Comment Order Type SM01 Default value Planning plant BP01 Main work center Description Field 1 E4021 Field 2 BP01 7.order (directly above the tab pages). choose the Operations tab page. dates.

On-Site Service 10. 13. Choose Save (Ctrl + F3). 11.SAP Best Practices H76: Service Management . Make a note of the service order number:___________________. 12. Page 17 of 40 . the system displays the information message “Order xxx saved with notification XXX”. Choose © SAP AG Back to return to the SAP Easy Access menu. On the Change Service Notification: Initial Screen.

make following entry: Field name Description Order User Action and Values Comment Service order number noted in the last step 3. In the Allocation Operation dialog box. enter the following data for the spare parts required to perform the repairs: Field name Description User Action and Values Component H76-1200 Reqmnt Qty 1 IC Item Category L SLoc Storage Location YD01 Comment Stock item 6. Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. 7. Page 18 of 40 . double click Operation 0030. You key in the components manually. 4. On the Change Order Initial Screen. On the Change Service Order XXX: Component Overview screen. 11. 9. Choose © SAP AG Back to return to the SAP Easy Access menu. Confirm with ENTER.On-Site Service Assigning Components Manually to Service Order Use In this step. choose the Components tab page. choose Operation list. In the Choose Operation dialog box. Confirm your entries by choosing ENTER. Procedure 1. Choose Save (Ctrl + F3) to save the service order. 10. you can find Component H76-1200 is assigned to Operation 0030. 8. On the Change Service Order XXX: Component Overview screen. you assign the components necessary for repair processing to the service order.SAP Best Practices H76: Service Management . 5. On the Change Service Order XXX: Central Header screen.

most companies prefer to the use the standard material BOM during service processing in order to save the effort of maintaining the plant maintenance BOM. choose Operation list. 9. 6. in a real business situation. ignore if any information message. make the following entries: © SAP AG Page 19 of 40 . 7. select the HeaderData tab page.On-Site Service (Alternative) Assigning Components from BOM Structure to Service Order Use This step describes an alternative method of assigning the components to the service order. BOM usage 1 (production) and usage 3 (universal) are supported. On the Change Service Order XXX: Component Overview screen. In the Allocation Operation dialog box. you cannot select BOM items during service order processing using material BOM (BOM usage 1 or 3). The reason is that there is no BOM with BOM usage 4 (plant maintenance) with items relevant according the BOM explosion. double click Operation 0030. choose List on the lower part of the screen. Choose Component tab page. Note that this workaround is realized by changing standard function module PM_HIERARCHY_CALL (the details are described in Configuration Guide of Building Block H34). On the Change Order Initial Screen. In the standard system. In this activity you select the components from the BOM structure. Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. The system returns the information that the material does not have a BOM with relevant items. 10. make following entry: Field name Description Order User Action and Values Comment Service order number noted before 3. 4. Confirm your entries by choosing ENTER. and make following entries: Field name Description User Action and Values Equipment Delete the content and leave the field blank Assembly H76-1000 Comment 5. In the Choose Operation dialog box. However. On the Change Service Order XXX: Central Header screen. Procedure 1. Confirm your entries by choosing ENTER.SAP Best Practices H76: Service Management . 8. On the Material Structure: Selection screen.

You can see that component H76-1200 is assigned to the service order. 13. 15. Choose © SAP AG Back to return to the SAP Easy Access menu. Choose Save (Ctrl + F3) to save the service order.On-Site Service User Action and Values Comment Material H76-1000 Keep default Valid From Today Keep default Display Levels Below 1 Keep default Plant BP01 Keep default BOM Application PP01 Keep default Only PM-rel. The system returns to the Change Service Order XXX: Component Overview screen. Page 20 of 40 . double click component H76-1200. 14.SAP Best Practices Field name H76: Service Management . 12.items Deselect the check box 11. On the CHANGE ORDER: Structure List screen. Choose Description Execute.

Confirm the entry with ENTER. accounting indicator 8. Choose Release (Ctrl + F1) to release the service order. 9. Choose © SAP AG Back to return to the SAP Easy Access menu.On-Site Service Releasing Service Order Use Once the operations and the components are planned. Choose Back and HeaderData tab page. Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. 4. The detailed comparison between the plan cost and actual cost is displayed. 10. Page 21 of 40 . Choose Rep. make following entry: Field name Description Order User Action and Values Comment Service order number noted before 3. you can execute steps 7 and 8. Select the Costs tab page and choose Determine costs (Ctrl + F5). Plan/Act. 11.SAP Best Practices H76: Service Management . If the customer equipment has a valid warranty period and the services specified in the service order are covered by the warranty. Choose Save (Ctrl + F3) to save the service order. They are segmented by cost elements. Steps 7 and 8 are optional. 6. you can release the service order. Confirm your entries by choosing ENTER. 5. make the following entry: Field name Description User Action and Values Comment Service AcctIndic 01 Gen. Procedure 1. This affects the step Creating Billing Request later in the business process procedure.. You can see the plan costs are determined automatically from the operations and the components. 7. On the Change Order Initial Screen.

6.SAP Best Practices H76: Service Management . From the menu. the settlement rules are determined as a result of Customizing settings for the service order type. make following entry: Field name Description Order User Action and Values Comment Service order number noted before 3. No. leads to an accounting rule. Confirm your entries by choosing ENTER. Choose Save (Ctrl + F3) to save the service order. 4. Go back to the Change Service Order <…>: Central Header screen. 1 SET PER. 2 Comment Generally. 5. 8. choose with default. On the Maintain Settlement Rule dialog screen. The fact that a valid customer contract was created.On-Site Service Checking the Settlement Rule Procedure 1. 9. in which the receiver is always set. Page 22 of 40 . 7. No. Check the settlement rules as follows: Field name Description User Action and Values CAT SDI Settlement receivers Number of service contract with item number % 100 SET FUL. On the Change Order Initial Screen. which is usually generated automatically. choose Goto  Settlement rule. Choose © SAP AG Back to return to the SAP Easy Access menu. The Maintain Settlement Rule: Overview screen appears. The contract item is set as default. Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. The Change Service order: Central Header screen appears.

The Change Service Order: Central Header screen appears. The component H76-1200 has already been copied with the order quantity 1. 15. Choose Adv. 14. Select the component H76-1200. Choose Back (F3) to go back to the service order. 16. make the following entries: Field name Sales doc. 6.On-Site Service Triggering Advance Shipment Procedure 1. The Create Spare Part Order: Overview screen appears. make following entry: Field name Description Order User Action and Values Comment Service order number noted before 3. 5. Choose © SAP AG Back to return to the SAP Easy Access menu. 11. You can display the number of the spare part order in the document flow of the service order by choosing Enter and choose Extras  Documents for Order  Document flow. On the Change Order Initial Screen. 10. On the Advance Shipment Parameters dialog screen. 12. however.SAP Best Practices H76: Service Management . 4. only specifies the number of the service order with the notification number. Confirm your entries with Continue / ENTER. Page 23 of 40 . You can now trigger the advance shipment of the spare parts. When you save the service order. Choose the Components tab page. the spare part order is also saved automatically.Shipment at the bottom of the screen to generate the spare part order. Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. The success message. Make a note of the number of the spare part order (sales order): ____________. Confirm your entries by choosing ENTER. 7. type Description User Action and Values Comment YDVV 9. Choose Save (Ctrl + F3) to save the service order. 8. 13.

Choose Post Goods Issue. 5. choose the Picking tab page. SD functions are used here: outbound delivery. The Change Spare Part Order: Overview screen appears.stock partner and enter the customer number for the service technician mentioned above (H7699). 6.SAP Best Practices H76: Service Management . picking. Procedure 1. 7. or service technician brings the spare parts to the customer site. and goods issue. Make the following entries: Field name Description Pick quantity User Action and Values Comment 1 8.  Choose Enter to confirm if any information message  Confirm the dialog box with Redetermine.On-Site Service Delivering Spare Part Use According to the created spare part order. choose Sales document  Deliver.  Add the partner function SB Spec. In this case. 4. The spare part order is not relevant to pricing. Access the transaction using one of the following navigation options: SAP role menu Change Sales Order Transaction code VA02 2. On the Outbound Delivery Create: Overview screen. If you want to have the spare part delivered to your technician's consignment stock. you have to change the partner data in the spare part order by choosing Goto  Header  Partner and making the following changes:  Change the partner function WE Ship-to party from H7600 to H7699 (service technician). On the Change Sales Order: Initial Screen. A material document of goods issue is generated with movement type 631 (GI consgmt: lending) under special stock type W (Consignment Customer). make following entry: Field name Description Order User Action and Values Comment Spare part order number noted in the last step 3. © SAP AG Page 24 of 40 .  Choose Back (F3) to go back to the overview screen. Confirm your entries by choosing ENTER. You can have the spare part delivered to your customer's consignment stock. the service center sends the spare part directly to the customer site. you do not need to make any changes to the partner data. On the Change Spare Part Order XXX: Overview screen.

11.On-Site Service 9. Choose © SAP AG Back to return to the SAP Easy Access menu. Depending on how you proceed. Make a note of the outbound delivery number: _____________. You can display the consignment stock using transaction MMBE Stock Overview. 12. the spare part is now either in the technician's or customer's consignment stock. 10.SAP Best Practices H76: Service Management . Confirm your entries by choosing ENTER and save the outbound delivery. Page 25 of 40 .

6. On the Change Order Initial Screen. Access the transaction using one of the following navigation options: SAP role menu Completion Confirmation Service Order Transaction code IW42 2. You can check the actual costs of the service order by using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 9. Choose Rep. the technician or the MRP controller enters the actual work carried out for the operations for each activity. On the Overall Completion Confirmation screen.0 HR E4021 BP01 13 Assigned by system 0020 1.0 HR E4022 BP01 13 Assigned by system 0030 2. On the Change Service order: Central Header screen. Work Unit Work Ctr Plnt Aty. You can overwrite the default value in Act. make following entry: Field name Description Order User Action and Values Comment Service order number noted before 3. 12. Choose + S).0 HR E4024 BP01 13 5.SAP Best Practices H76: Service Management . 8. select the Costs tab page. These costs are determined by multiplying © SAP AG Page 26 of 40 . Procedure 1. make the following entry: Field name Description Order User Action and Values Comment Service order number noted before 10.0 HR E4023 BP01 13 Assigned by system 0040 1. The activities defined in the operations of the service order are copied to the overall completion confirmation as follows: Confirmation Activity Act. Assigned by system 0010 1. Work field with the actual work carried out. Back to return to the SAP Easy Access menu. 4. Choose Save (Ctrl 7.On-Site Service Confirming Service Order Use When the repair work is done. Plan/Act. The costs from the confirmation of the operations have been debited to the order under cost element 943130 (Pers Hrs Engineer). Confirm your entries by choosing ENTER. Confirm your entries by choosing ENTER. 11.

you can see the details of the actual line item. 14.SAP Best Practices H76: Service Management . Work centers are then set up in the cost center. 15. to which an activity type is assigned. Page 27 of 40 . On the Display Actual Cost Line Items for Orders screen. Double click the cost element 943130. The price of the activity type can be determined in CO individually for every cost center. 16. Choose Back to return to the Costs tab page.On-Site Service the price of the activity type by the quantity used. 13. Ignore any information message. Choose © SAP AG Back to return to the SAP Easy Access menu.

Procedure 1. Confirm your entries and save the goods issue document. Material H76-1200 Quantity 1 5. On the screen Goods Issue: New Items. use H7600. make following entry: Field name Order © SAP AG Description User Action and Values Comment Service order number noted before Page 28 of 40 .On-Site Service Confirming Material Used Use The spare parts were sent to the customer and posted in the consignment stock.SAP Best Practices H76: Service Management . Choose Back to return to the SAP Easy Access menu. If they are delivered to the service technician as consignment stock. On the Enter Goods Issue: Initial Screen make the following entries: Field name Description User Action and Values Comment Movement type 261 Consumption for order Special Stock W Consignment stock Plant BP01 3. enter the following values: Field name Description Order Customer Customer or Service Technician number User Action and Values Comment The service order number noted before Enter the number of the service order <customer number> for example. 4. 6. use H7699. H7600 or H7699 If the spare parts are delivered to customer directly. 7. The posting is performed and the consignment stock is canceled. You can check the changes of actual costs of the service order by using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 8. Confirm your entries with ENTER. Access the transaction using one of the following navigation options: SAP role menu Goods Issue Transaction code MB1A 2. In this activity. On the Change Order Initial Screen. you confirm the spare part materials and the material consumption.

Ignore if any information message.SAP Best Practices H76: Service Management . Plan/Act. 12. you can see the details of the actual line item. On the Change Service order: Central Header screen. choose Costs tab page. On the Display Actual Cost Line Items for Orders screen. Plan/Act. The costs from the material confirmation have been debited to the order under cost element 521000 (Inventory change semi finished goods). 13. Page 29 of 40 . 11. Choose Rep. 15. Confirm your entries by choosing ENTER.On-Site Service 9. Double click the cost element 521000. 14. Choose © SAP AG Back to return to the SAP Easy Access menu. 10. Choose Rep. Choose Back to go back to Costs tab page.

if the service is covered by a warranty you specify account indicator 01(Gen. You can overwrite the rate PR00. Memo Req. Transaction code DP90 2. 8. Access the transaction using one of the following navigation options: SAP role menu Create Billing Request for Resource-Related Billing Doc. 9. On the Sales tab page. You can change the conditions or partners here. 11. accounting indicator) or 02 (BPDI 100% goodwill) in the service order.or 100%. f.On-Site Service Creating Billing Request Use If no service contract exists or the service is not covered by the contract and the order type permits revenue postings to the order. Save the billing request by choosing Billing request. because there is a 70%. 10. This impacts the pricing of the billing request. you can directly create a billing request (debit memo request) for resource-related billing for the service order. 5.SAP Best Practices H76: Service Management . 6. Confirm the dialog prompt with Yes. make the following entries: Field name Billing block © SAP AG Description User Action and Values Comment Leave field blank Absolutely necessary for billing purposes Page 30 of 40 . The Change Deb. Choose Sales price to display the amounts that are invoiced to the customer. As mentioned in the step Releasing Service Order. 4. A different hourly rate might have been agreed upon with the customer. On the Resource-Related Billing Request: Initial Screen. Procedure 1. and check whether the pricing of the billing request item is correct. This view contains the actual expenses that the company incurred when providing the service. Select the Condition tab page. Double click the item. Ctrct…: Overview screen appears.discount specified in the condition type KBM1 (Good will/guarantee). 7. Make a note of the billing request number: ____________. Confirm with ENTER. The expenses view for the billing request appears automatically (Billing request for resourcerelated billing document <new>: Expense). make the following entries: Field name Description User Action and Values Service order The service order number noted before Sales document Leave field blank Comment 3.

SAP Best Practices Field name Description Order reason H76: Service Management . Choose © SAP AG Back to return to the SAP Easy Access menu. Page 31 of 40 . 12. 13.On-Site Service User Action and Values Comment 400 (No warranty) or 401 (Warranty) Depending on whether the service is covered by a warranty or not. Save the billing request.

The corresponding accounting document is created in the background. 4. Confirm your entries with ENTER. Access the transaction using one of the following navigation options: SAP role menu Create Billing Document Transaction code VF01 2. Save the proposed debit memo. 5. The number of the billing document created is displayed in the status bar.On-Site Service Creating Billing Document Procedure 1. 6. On the Debit Memo (L2) Create: Overview of Billing Items screen. the repair hour item and spare part item are proposed. Choose © SAP AG Back to return to the SAP Easy Access menu.SAP Best Practices H76: Service Management . maintain the following fields: Field name Description Document User Action and Values Comment Billing request from the previous step 3. On the Create Billing Document initial screen. Page 32 of 40 . This generates the billing document.

From the menu. The system status of the service order changes to TECO. © SAP AG Page 33 of 40 . Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. To confirm the Complete window select Continue (ENTER). 3. The Change Service Order: Central Header screen appears. choose Order  Functions  Complete  Complete (technically) 4. you process the service order. Procedure 1.SAP Best Practices H76: Service Management .On-Site Service Concluding Steps in the Process Use In the last step. This includes the following steps:  Close the service order in the technical view  Settle the service order according to the settlement rule defined  Settle the service contract  Close the service order in the business view Technically Completing the Service Order Use You usually complete an order technically once the maintenance work planned in the service order has been performed. Enter the number of the service order and confirm your entry with ENTER.

Receiver and Settled value are displayed. you can simulate the settlement first in a test run. 7. Access the transaction using one of the following navigation options: SAP role menu Actual Settlement: Order Transaction code KO88 2. On the Actual Settlement: Order screen. 5. On the Actual Settlement: Order Basic list screen check that no error occurred. 006 for June Fiscal year 2006 Processing Options Test Run 4. However.Settled values screen. the Sender. 10. make the following entries: Field name Description Order User Action and Values Comment Enter the service order number Parameters Settlement Period For example. In the Controlling area field. In this example. the settlement runs individually. costs for material. without saving it. Procedure 1. In this scenario. In addition. you can also settle orders in dialog mode. enter BP01 and confirm your entry with ENTER. Repeat steps 4 to 7 but do not select Test run. individually in connection with an order group. 8. They are then transferred to the settlement receiver specified in the settlement rule. 3. Choose Mark checkbox Execute (F8). Page 34 of 40 . personnel or external services).On-Site Service Service Order Settlement Use The costs are initially collected from the service order (for example. the receiver of the costs is the service contract item. 9. 6. Orders are mainly settled automatically at regular intervals for example monthly. On the Detail list.SAP Best Practices H76: Service Management . Choose Detail lists. Choose Back twice. Choose © SAP AG Exit (Shift+F3) to return to the SAP Easy Access screen.

Repeat steps 4 to 7 but do not select Test run. the Senders. enter BPDE in the Operating concern field and choose Enter. 8. Choose Execute (F8). In the Set Operation Concern dialog box. Choose Back twice. Choose Detail lists. Receivers and Settled values are displayed.On-Site Service Service Contract Settlement Use The service contract is finally settled to CO-PA. 10.SAP Best Practices H76: Service Management . 9. On the Actual Settlement: Order Basic list screen check that no error occurred. 11. You can check the COPA report by using one of the following navigation options: SAP role menu Line Item Display . 6. 7. 3. Choose Exit (Shift+F3) to return to the SAP Easy Access screen. make the following entries: Field name Description User Action and Values Sales Organization BP01 Sales Document Service contract number Comment Parameters Settlement Period For example. Procedure 1.Settled values screen.Actual Data Transaction code KE24 12. 006 for June Fiscal year For example. On the Detail list. Access the transaction using one of the following navigation options: SAP role menu Actual Settlement: Sales Orders Transaction code VA88 2. Choose © SAP AG User Action and Values Comment Service contract number noted before Execute (F8). 5. make the following entry: Field name Description Sales order 14. On the Actual Settlement: Order screen. On the Display Actual Line Items: Initial Screen. 13. In the Controlling area field. Page 35 of 40 . enter BP01 and confirm your entry with ENTER. 2006 Processing Options Test Run Select checkbox 4.

On the Display Line Items screen. On the Display Actual Line Items: List screen. 16. © SAP AG Page 36 of 40 . Double-click the line item. The costs are displayed and the entries for Revenue and Stock Value (standing for cost).SAP Best Practices H76: Service Management . 18.On-Site Service 15. 19. the line items are displayed. Choose Next page to go through the value fields. 17. select the Value fields tab page.

The service order now has the system status CLSD and cannot have any more costs or revenues assigned. Alternatively. Our example illustrates billing in advance SD document © SAP AG Sales or delivery number to Enter the service contract Page 37 of 40 . Access the transaction using one of the following navigation options: SAP role menu Change Service Order Transaction code IW32 2. 3. From the menu. if you were selling a service to a customer without an actual goods delivery. choose Order  Functions  Complete  Complete (business). Billing documents are used to invoice the customer for this contract and for the delivery and services that are required by the customer. On the Process Billing Due List screen. for example. Billing date to Billing date on which billing is to be carried out User Action and Values Comment Keep default value Billing can take place in advance or arrears (unbilled receivables). you can refer to a sales contract. Access the transaction using one of the following navigation options: SAP role menu Maintain Billing Due List Transaction code VF04 2. Creating Billing Document for Service Contract Use A service and maintenance contract has been created for the service. enter the data as specified in the following table: Field name Description Billing date from Beginning of search range. It depends on terms of the contract. When you create a billing document. Enter the service order number.SAP Best Practices H76: Service Management . Procedure 1.On-Site Service Closing the Business View of the Service Order Use You usually perform the business completion of an order when no further costs are expected to be posted to the order. you would create the invoice with reference to the sales contract or the sales order. Procedure 1. In order to ensure that the goods are sent before the invoice is created. it is recommended that you create the invoice with reference to the delivery. a sales order or a delivery.

Record the number of the accounting document. Select the line item for your contract and choose Individual billing document. Choose © SAP AG Back to return to the SAP Easy Access menu. Page 38 of 40 . The Process Billing Due List screen appears. Choose DisplayBillList. Record the net value of the billing document: _________________ 7. which will be used in manual incoming payment posting:___________________ 8.On-Site Service be invoiced number you created earlier Documents against which you want to bill  Order-related (select)  Delivery-related (deselect) 3. 5. where the items relevant to invoicing are listed. 6. On the Invoice Contract (FV) Create: Overview of Billing Items screen.SAP Best Practices Documents to be selected H76: Service Management . 4. select the relevant line item and choose Save.

and confirm the dialog box Save New Case with Yes. in this case a beamer. 3. on the screen Change to a different RMS. However. right click to open the context menu. In this scenario which only covers the service phase the service-relevant objects like equipment. Procedure 1. The utilized device history structure reflects the whole life cycle of the relevant product. Open the subfolder Cases  Machine-Device Case. 4. 9. The system displays a list of standard objects that could be linked to records management. in a real business case. On the Case Management Screen on the left hand side you will find the folder Machine-Device Files. would also be stored in the history for this device. On the Case Change: Case xxxxxxxxxx (Machine-Device Case) screen. service notification and service order will be assigned. You can also access and directly link to business objects such as SD documents and project definitions.On-Site Service Optional Step: Linking Records Management Use You can store the complete device history with all documents and SAP objects. Expand the sub-tree to see the whole structure. The General Information on Machine History Presentation is just one possible way to share general information to all involved parties. Link Equipment 1. Choose Linked Objects. On Machine-Device Case right click to open the context menu. 2. sales orders. A number of actions are located under selection option Activities. choose Service  Installed Base  Equipment. In the following steps the related object in this scenario will be linked to the record structure. To open and view or change the help file. etc. 8. choose /YME83/MACHINE. 7. Access the activity using one of the following navigation options: SAP role menu Optional: Link Records Management Transaction code SCASE 2. If this is the first time you enter the SCASE transaction. From design specification until sales order all stages in the product life cycle can be stored in a central device history. and so on. more objects like customer specification. Right click on the Equipment and choose Activities  Find. 5. © SAP AG Page 39 of 40 . using the SAP records management function. and choose Create. On the right hand screen. It could also contain company-specific information. make the following entries Field name Description Customer User Action and Values Comment H7600 6.SAP Best Practices H76: Service Management . which appear to be important.

You can see the Service notification already linked to the record structure. and even some notes on the service. 2. On the Service notification screen. You have linked a general help. On the Case Change: Case xxxxxxxxxx (Machine-Device Case) screen. for example materials. On the Case Change: Case xxxxxxxxxx (Machine-Device Case) screen. BOM. On the Equipment screen. Result You have created a new case for the product life cycle of the beamer in SAP Records Management. 4. You can now perform different functions by right clicking and choosing Activities.SAP Best Practices H76: Service Management . 2. Link Service Notification 1. You can also link other objects to the record. and choose Activities  Find. Build Basic Record Structure 1. service notification and the service order definition to the case. customer specification. 4. use the input help (F4) function to select the service notification you created in this scenario and choose Continue. choose Service  Service process  Service order. Right click on the Service notification. Save your case. the equipment.On-Site Service 3. You can now perform different functions to it by right clicking and choosing Activities. 3. use the input help (F4) to select the equipment you created in this scenario and choose Continue. 3. choose Service  Service process  Service notification. Right click on the Service order. © SAP AG Page 40 of 40 . On the Service order screen. Link Service Order 1. You can see that the equipment is linked to the record structure. use the input help (F4) function to select the service order you created in this scenario and choose Continue. You can see the service order already linked to the record structure. and choose Activities  Find. 2. 4. You can now perform different functions to it by right clicking and choosing Activities.