(C) SAP AG IUT221 3-67

Unit: Processes in Plant Maintenance and Customer

Service
Topic: Appointment Scheduling

5-1 Work center TE_A## is the regional structure group TE## in a specific area,
responsible for device repairs. The customer is to be given a repair date
immediately in the Call Center. Define work center determination and the time slot
profile accordingly.
5-1-1 Assign work center TE_A## to the regional structure group TE## for the
METER REPAIR WITH APPOINTMENT service object and regional
structure area 0001.
Choose the following in the IMG: Work Management → Processing →
Orders → Define Plant and Work Center Determination for Orders.
Select the service object METER REPAIR WITH APPOINTMENT for
regional structure group 0001.
Choose Allocation of Work Center to Service Object and Regional
Structure Group.
Choose New entries, and enter the regional structure group TE## and
the work center TE_A##.
Save your entries.
5-1-2 Define the time slot profile GR##. It contains 8 time slots of 60 minutes for
each day. 5 days are usually displayed in the Call Center overview. 10 days
are displayed in the enhanced overview. Enter 3 lead and subsequent days.
The yellow status light is to be displayed for 80% utilization, the red light
for 110% and over-usage for 130%. Define a service object Group ##.
The first start time is 8am, the second 9am, and so on. There is a break
scheduled between 12pm and 1pm.
Choose the following in the IMG: Work Management → Processing →
Orders → Define Time Slots.
Choose New entries.
Specify GR## as the time slot profile.
Enter the following data:
• Number of time slots: 8
• Time slot length: 60
• Number of days in standard planning horizon: 5
• Number of days in enhanced planning horizon: 10
• Lead days: 3
• Subsequent days: 3
• Yellow light: 80
• Red light: 110
• Over-usage: 130

(C) SAP AG IUT221 3-68