Service Order Processing

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SAP ECC 6.0

Service Order Processing

Manual Instructions and Specifications(Ryan Niu, Nov. 20

th2007)

MSN: [email protected]

Revision history

Version Date

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Changed by Reason for change

1.0 2007.11.20 Ryan. Niu First draft


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Version DateDD/MM/YY

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Table of contents

Business scenario ....................................................................................................... - 3 -

Task 1: Sales document type ...................................................................................... - 3 -

Task 2: Delivery and transport scheduling .................................................................. - 5 -

Task 3: Item: consumable material ............................................................................. - 5 -

Task 4: Copying control ............................................................................................. - 7 -Task 5: Service Item................................................................................................... - 8 -

Task 6: Partner Function............................................................................................. - 8 -

Task 7: Output.......................................................................................................... - 12 -

Task 8: Customer master record ............................................................................... - 17 -

Task 9: Material master record- Service material ...................................................... - 18 -

Task 10: Service order.............................................................................................. - 20 -

Task 11: Delivery ..................................................................................................... - 21 -

Task 12: Billing........................................................................................................ - 21 -


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Business scenario

Your company offers maintenance and repair services for computer equipment. To dothis, your staff sometimes visits your customers site. The Service Management (SM)

component is not used by your company.

One of your customers informs you by telephone that they are having problems with theircomputer. An experienced employee decides that the problem has to be solved by a

technician at the site and decides which spare parts they will need. The technician isautomatically informed. He owns a spare parts tool box which he fills by taking parts

from the warehouse. The order confirmation contains the service (for example, techniciancategory, hours taken) and a reminder that the dollar amount of the invoice depends on

the time taken and cost of the repair.

Any unused parts are returned to the warehouse. The technician then enters the materialshe used, the time the repair took, and traveling expenses (for example, taxi and hotel) in

an overview sheet. This sheet is used to create an invoice for the customer.

Task 1: Sales document type

Set up the sales document type ZSOR Service Order by copying standard type OR.


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1. Copy the reference OR standard order and use the same copying controls.

a) IMG-> Sales and Distribution-> Sales-> Sales Documents-> Sales

Document Header -> Define Sales Document Types-> Select sales

document type OR-> Button: Copy

2. Prevent external number assignment.

a) No. range ext. assg., Blank

3. Prevent the system from reading the customer-material info records.

a) Read info record field: Blank

4. Deactivate the settings for credit limit checks.

a) Check credit limit field: Blankb) Contract messages field: Blank

5. Deactivate the checks for open quotations and contracts.

a) Quotation messages field: Blank

Contract messages field: Blank

6. Set billing block02 No completion confirmation.

a)Billing blockfield: 02 Compl. Confirmation missing

7. Deactivate the settings for payment card processing.a) Payment guarantee procedure field: Blank

Payment card plan type field: Blank


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Checking group field: Blank

8. Use the current date as the requested delivery item.

a) Lead time in days field: Blank

Task 2: Delivery and transport scheduling

1. Deactivate delivery and transportation scheduling for the new sales documenttype ZSOR.

a)IMG->Sales and Distribution-> Basic Functions-> Delivery Scheduling and

Transportation scheduling-> Define Scheduling by Sales Document Type

DlvSchedlg field: Blank

TranspSch field: Blank

Task 3: Item: consumable material

1. When you enter consumable materials, the system does not run an availability

check, there is no transfer of requirements and picking is not necessary. However,you do need to post goods issue in order to update inventory management. Since

the delivery quantity (goods issue quantity) is the same as the order quantity, youcan invoice these items using order-related billing, like service items. This means

that you can invoice the customer for all the items in the sales document withoutany further processing.

a) Create a new item category, ZSTN as a copy of item category TAN.

b) Configure the item category so that order-related billing is made.Deactivate the Credit Management function.

Relevant for billing field:B Relevant for order-related billing- Status accordingto order quantityCredit active field: Blank


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c) Configure the system so that it finds the new item category ZSTN for materialsin item category group NORM in the service order. Do not permit any other item

categories.

IMG-> Sales and Distribution-> Sales-> Sales Documents-> Sales DocumentItem-> Assign Item Categories

2. Change the schedule line category assignment so that the system finds schedule

line category CN for consumable materials such as T-ATO01 (Plant:1200) in IDES.MRP type is VM for material T-ATO01.

IMG-> Sales and Distribution-> Sales-> Sales Documents-> Schedule lines->

Assign schedule line categories.


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All materials that contain MRP type VM in the material master are assigned toschedule line category CN.

Entry: ZSTN VM CN

All materials that do not contain MRP type in the material master are assigned to

schedule line category CN. Entry: ZSTN blank CN

3. Deactivate the picking-relevant indicator for item category ZSTN in the deliveryitem category.

IMG->Logistics Execution-> Shipping-> Deliveries-> Define Item Categories for

Deliveries

Task 4: Copying control

You need to configure your copying control so that you can create an order-related billing

document for item category ZSTN in sales document type ZSOR.

Note: Go to copying control for billing documents and choose process Sales

document ZSOR->Billing document F2 and branch to item step. Copy the

entry for item category TAD to item category ZSTN.


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Task 5: Service Item

Configure your sales document type ZSOR so that item category TAD Services isautomatically assigned to items with services (materials form item category group DIEN).

Task 6: Partner Function

1. If you need a technician to carry out the repair, you need to record this

information in the service order. The technician should then be informedautomatically by mail when he or she is needed. Set up the necessary partner

controls to allow this to happen.

IMG-> Sales and Distribution-> Basic Functions-> Partner Determination->

Setup Partner Determination

2. Define a new partner function 8F with description PC technician.

Set up Partner Determination for Sales Document Header-> Double-clickPartner Function folder-> Button: New Entries

Function: 8F Description: PC technician

Partner type: KU


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3. Define a new partner determination procedure ZSTA with description Service

procedure ZSTA for sales documents and copy the following partner functions into this procedure.

SP Sold-to Party

BP Bill-to Party

PY PayerSH Ship-to Party

8F PC technician

Specify all partners as mandatory.

4. Assign procedure ZSTA to your sales document type ZSTA.

a) -> Partner procedures assignment folder

Change entry: sales document type ZSTA-> procedure ZSTA

Save


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5. Define new Account Group Z001-PC technician.

IMG-> Financial Accounting-> Accounts Receivable and Accounts Payable->

Customer Accounts-> Master Data-> Preparations for Creating Customer Master

Data-> Define Account Groups with Screen Layout (Customers)

6. Assign Number Ranges to Customer Account Group Z001.

IMG-> Financial Accounting-> Accounts Receivable and Accounts Payable->

Customer Accounts-> Master Data-> Preparations for Creating Customer MasterData-> Assign Number Ranges to Customer Account Groups


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7. Set Up Partner Determination for Customer Master

IMG-> Sales and Distribution-> Basic Functions-> Partner Determination-> Setup

Partner Determination

Set Up Partner Determination for Customer Master, double click.

8. Create PC technician mater record with Account group Z001.


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9. PC technician in Sales order headerHere input PC technician number 5982, Enter.

Task 7: Output

1. The PC technician entered in your service order should automatically receive a

mail telling him or her when they are needed. This output should be created whenyou save the sales order and appear automatically as mail in the employees office

inbox.

a) IMG->Sales and Distribution-> Basic Functions-> Output Control->Output Determination-> Output Determination Using the Condition

Technique

2. Create an output type. To do this, copying output typeMAIL from standard SAP

system with all its dependent entries.


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3. Maintain appropriate default values for the output master records for output type

ZM00.-> Maintain output types-Button: Change

Details of output type->Tab page: Default values

Transm. Medium: 7 SAP officePartner function: 8F PC technician

Time: 4 Send immediately

4. Create the relevant mail data in the output type.Document title: Service Mail##

Mail text

You have a repair order.

Customer: &VBAK-KUNNR&

Order: &VBAK-VBELN&

Good luck!


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5. Assign output typeZM00 to partner function 8FSelect output type ZM00

Dialog structure: Partner function

Button: New Entries

Medium: 7(SAP office) Function: 8F(PC technician)

Confirm your entries withEnter and Save the data.

6. Make sure you have assigned a suitable processing program to output type ZM00.Select output type ZM00

Dialog structure: Processing routines

Program: RSNASTSOForm routine: SAPOFFICE_AUFRUF_VX


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7. Include the output in output determination procedure V1000 for orders at step60+11. Set condition 2.

Requirement 2 means that output ZM00 is only activated in the document

when the document is complete.

For example, if the PC technician has been defined as a mandatory partner, the output

is only activated in the document if a valid personnel number has assigned to partnerfunction 8F in the sales document.

8. Create a master record for the new output.Use the default values from the condition record.

a) Create a master record for the new output.

Logistics-> Sales and Distribution-> Master Data-> Output-> Sales

Document-> Create-> Output type: ZM00


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b) Use default values form the condition record.

-> Return

Language: maintain DE

9. When your PC technician receives the automatic mail about the customer visit, he

should be able to go directly from the mail to the sales document so that he canobtain all the information he needs for the visit.

To do this, save the relevant communication data in the master record for output

type ZM00.

Button: CommunicationConfirm the dialog for the phantom recipient with Yes.

In the Phantom recipient line, activate theExpress mailfield.

Menu: Go to-> Execution parameters

Execution category: T (Execute a transaction)

Execution element: VA03 (Display sales document)Activate field: Execute: Skip first screen

SET/GET parameter:

AUN (Parameter ID of the transaction in which the document number is set)VBAK-VBELN (Sales document number)


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Task 8: Customer master record

Customer T-L63A01 places an order for repairing computer equipment.


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Task 9: Material master record- Service material

Change the item category group of your material T-ATP01 to DIEN (service material) insales view 2.

Logistics-> Sales and Distribution-> Master Data-> Products -> Material-> Services->

Change


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Task 10: Service order

1. Enter a text item that documents the repair.

In theDescription field, enter the text PC repairs.

Partner function 8F- PC technician at sales order item level

2. Once you have finished the repairs, you enter the service provided in the order.

Your technician has installed a new monitor. Set the requested delivery date toone week from today.

Material: T-ATP01 (1 hour)

Material: T-ATO01 (1 unit)


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Task 11: Delivery

Deliver the service order

Task 12: Billing

Bill the service order with billing type F2. Remove billing block in sales order first.


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Sales document flow from sales order view.

Condition type R100 exists in pricing procedure, thats why

serviece net value is 0. we can deactive this 100% discount.

Service Order Processing

Documents

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