PLM335 Service Processing
SAP AG 2003PLM335
Service Processing
THE BEST-RUN E-BUSINESSES RUN SAP © SAP AG 2002
SAP R/3 Enterprise
2003/Q4
Copyright
Copyright 2003 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in
any form or for any purpose without the express permission of
SAP AG. The information contained herein may be changed
without prior notice.
All rights reserved.
SAP AG 2003
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Course Prerequisites
Required:
PLM301/LO110 Customer Service
Recommended:
Basic knowledge and experience of
the business processes in service
Target Group
Audience
Project team responsible for implementing CS
Duration: 5 days
SAP AG 1999
Course Overview
Contents:
z
Course goals
z
Course objectives
z
Course content
z
Course overview diagram
z
Main business scenario
SAP AG 1999
Course Goals
This course will prepare you to:
z
Understand the details of service processing
z
Use the operational functions of the R/3
component for CS - Customer Service
z
Model the business processes for Customer
Service
z
Make the Customizing settings for service
notifications, service orders and customer
repairs orders
Course Objectives
SAP AG 1999At the conclusion of this course, you will be able to:
z
Understand the business processes in
service processing
z
Make the Customizing settings for
service notifications, service orders
and customer repairs orders
Course Content
Preface
Unit 1
Course Overview
Unit 2
Organizational Elements
and Master Data
Unit 3
Helpdesk
Appendix
SAP AG 1999
Unit 4
Field Service Planning
Unit 5
Returns and Repairs
Processing
Course Overview Diagram
SAP AG 1999
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Main Business Scenario
SAP AG 1999
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Our company provides various services for the
customers.
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The customer can phone the helpdesk for support.
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Field service technicians perform work on site at
the customer.
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Customers also send defective equipment to the
service center for repair.
SAP AG 1999
Organizational Elements and Master Data
Contents:
Organizational elements
Master data
SAP AG 2003
Organizational Elements and Master Data: Unit
Objectives
At the conclusion of this unit, you will be able to
List the organizational elements and master data
relevant for service
Course Overview Diagram
SAP AG 1999
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Organizational Elements and Master Data:
Business Scenario
In service, various services are provided for the
customer.
The service department is part of the overall
enterprise organization.
SAP AG 1999
Organizational Elements: Topic Objectives
At the conclusion of this topic, you will be able to:
List the important organizational elements for the
Service - Process
Outline agreement Technical objectsCustomer
Contact person qmt / re Quotation Purchase order OrderPlanning Execution Completion Invoice Payment
SAP AG 1999
Organization
Service
provider
ResourcesVendor
The customers are service recipients. They can own technical assets and equipment, at which services are performed.
The service provider concludes outline agreements with the customer, in which particular services are agreed.
If the customer requires a service, they report the requirement or enter a request. For extensive work, the service provider issues a quotation.
The provision of services is triggered by the customer using the purchase order. For less extensive work, the first three steps are the same.
The service provider plans the work and resources required (personnel, material, utilities). If necessary, work is requested from the vendors or required materials ordered from the vendor.
After the work is completed, the service provider issues an invoice.
Sales organization Distribution channels Divisions
Organizational Elements - Overview
Group Operating concern Company Controlling area Company code SAP AG 1999 Storage location Plant Work center Person Cost center Organizational unit
The group corresponds to the client.
As part of consolidation, the group is divided into companies.
The company code is the smallest organizational unit or company for which a complete self-contained set of accounts can be drawn up.
The controlling area is the highest-level organizational unit in cost accounting and comprises one or more company codes. In profitability analysis (CO-PA), the operating concern is the highest-level organizational unit.
A sales area is a combination of a sales organization, distribution channel and division.
The plant is a company location.
Work centers for people or groups of people are assigned to a plant and cost center.
Material stocks can be differentiated within plants according to storage locations.
People can be assigned to organizational units from the Organizational Management and to work centers.
The following are master data: Cost centers, work centers, people and organizational units. All other organizational elements are maintained in Customizing.
Organizational Elements - Customizing
Plants and planning plants
Planner groups
Storage locations
Sales organizations, distribution
channels and divisions with formation of
sales areas
Organizational units are maintained in the
application
SAP AG 2001
You can find the definition and assignment of plants, planning plants, storage locations and sales areas in Customizing under Enterprise Structure.
The planning plant is a plant where you create service orders.
Planner groups are created in the basic settings for maintenance and service processing.
You can find the maintenance of organizational units under Organizational Management in the Human Resources application component.
Technician lists can also be created using the customer consignment. In this case, a customer master record must be created for each technician. You enter the technician as goods recipient or special stock partner in the consignment fill-up.
SAP AG 1999
Master Data: Topic Objectives
At the conclusion of this topic, you will be able to:
Name the most important master data and create
Customer Master
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General data
Relevant for sales andfinancial accounting
Sales area data
Relevant for salesValid for: Sales organization Distribution channel
Division
SAP AG 1999
Company code data
Relevant for financial accountingValid for: Company code
The customer master is subdivided into general data, sales area and company code data.
The general data is relevant for sales and financial accounting. It is defined centrally (client-specific) to avoid data redundancy. It is valid for all organizational units within a client.
The sales area data is relevant for sales and is also valid for the sales area (sales organization, distribution channel, division).
The company code data is relevant for financial accounting and is also valid for the company code.
The customer master comprises all the data, which is required to process orders, deliveries, invoices, and payments.
Material Master
Basic data Purchasing
Pc Materials t planning Sales A Stocks in plant / B storage location Financial accounting Storage Warehouse management
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Work scheduling Quality management Forecast Classification SAP AG 1999 The material master represents the central source for a company for calling up data specific to a material. It is used by all of the Logistics components in the SAP R/3 System.
The integration of all material data into a single database object solves the problem of data redundancy. The data saved can be used by all areas, such as purchasing, inventory management, materials planning, service and so on.
The data contained in the material master is required, for example, for the following operations: Purchasing data for purchase order processing
Inventory management data for postings of goods movements and physical inventory management Financial accounting data for material valuation
Materials planning data for material requirements planning
Since different areas (departments) of a company work with a material, and the areas define different information for a material, the data in a material master record is structured according to the particular area to which it belongs. Each area therefore has its own view of the material master record and is responsible for maintaining this data.
Pc
Use of Material Master in Service
Service material/service product
Description of services in order or contract
Typing and structuring of technical objects
t
Material serial number
A B
Material as construction type
Material as bill of material item
Component planning
Spare parts - sales order
Components for service order
SAP AG 1999
Material master records are used for different purposes in Service.
Service materials or service products are used to describe services that are provided for the customer. These service products can be entered in the items of a sales order or a contract, and in the header data for a service order.
Materials can be fixed, configured or configurable. An individual description of the service features for configurable materials is made possible by characteristic valuation in the order. For configured materials these characteristic values are connected to the material master.
When managing technical objects, material numbers can be enhanced with serial numbers to track individual units. Material numbers are used as a construction type to describe the type of customer equipment. Alternatively, material master records can be used to structure the technical objects more accurately as assemblies and spare parts in bill of material items.
In service processing, materials are used to describe the components that are sent to the customer. To execute the work, other components must be withdrawn from the warehouse or procured directly from a vendor.
Contents of Work Center Master
Basic data Scheduling
Default values Pc t Capacities Available capacity
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CostingCost center assignment
Links to personnel system
Personnel number Shift schedule assignment
SAP AG 1999
Position
Qualification requirements profile
The basic data for the work center contains general data (description, type, person responsible, location).
The default values contain data, which is copied to the operation data when the work center is entered in an order or task list operation.
The available capacity, that is, the labor time available each day, is defined in the capacity data. The shifts or labor times are also defined here. This information is used during capacity planning and scheduling of service orders.
You can find the formula for calculating the operation duration and the unit of time for labor in the scheduling data.
Each work center is assigned to exactly one cost center. A default activity type is also entered in the "Costing" view.
One or more personnel numbers or positions from Human Resources can be assigned to the work center. These assignments are used to select personnel in the service order operations. Qualification requirements profiles, which are used to define the requirements for a suitable employee at this work center, can also be assigned.
Time-based assignments include shift schedule assignments, costing and links to objects from the personnel system.
Available Capacity at Work Center
h
Interval 1 Not a work day in AA
factory calendar S SStttaaannndddaaarrrdd d a aavvvaaaiiilllaaabbblllee e c caappaacciittyy Time h
Interval 1 Interval 2 Interval 3 BB
SAP AG 2001
From Duration of cycle To Duration of interval
Time
The standard available capacity applies if no available capacity interval is defined. The standard available capacity is defined by the start and end times of the shift, break times, and number of individual capacities.
The system uses this data to calculate the working time for the capacity units. The validity period of the standard available capacity is unlimited.
If you have specified validity periods for the available capacity, these are termed available capacity intervals. This represents the available capacity within a specific validity period.
To define an interval, you can define shift programs, which are valid for several work centers for a certain period of time.
Work Centers - Customizing
SAP AG 2001
Work center category and planned
application
Field selection
Default work center for each work center
category
Screen sequence/tab pages for each
work center category
Each work center is assigned to a work center category when created. You use the work center category to define the following information for the work center master data:
Screen sequence or tab page sequence (for example, basic data, capacity data) Field selection
Planned application permitted (for example, Plant Maintenance, Production). The planned application is used to assign work center categories to particular work areas.
Types of Technical Objects
Equipment
SAP AG 2003
Functional locations
Assemblies
Serial numbers
There are four types of technical object:
Functional locations are elements in a technical structure and represent areas of a system at which objects can be installed. You can subdivide technical structures according to functional, process-oriented or spatial criteria.
Pieces of equipment are individual objects that are to be regarded as autonomous units.
Serial numbers are given to materials in order to differentiate them from other items. They enable the pieces of material to be regarded as individual items. Inventory management can be carried out for serial numbers.
Assemblies are used to structure functional locations and pieces of equipment in more detail. These are considered as BOM items and not as individual items.
Functional locations, pieces of equipment, and serial numbers can be used as reference objects for service notifications and service orders; assemblies can be used only in relation with a piece of equipment or functional location.
Plant sites Hi Tech Company
Object Hierarchies
Plant sites Hi Tech CompanyFunctional
Locations
Admin. ProductionPC Line 1 Line 2
Equipment
LatheBOM items
Engine Hydraulics Gearbox
SAP AG 2003
Casing Carbon Shaft Warehouse
Object hierarchies can be represented in the following way:
Functional location hierarchies to structure functional locations Equipment installed at functional locations
Equipment hierarchies in order to structure equipment
BOMs that are directly assigned to the piece of equipment (as an equipment BOM) or indirectly (as a material BOM for the construction type).
In this example, the piece of equipment "PC" is installed at the functional location "Administration". The functional location "Production" has two subordinate functional locations ("Line 1" and "Line 2"). The piece of equipment "Lathe" is installed in line 1. The subordinate pieces of equipment "Engine" and "Hydraulics" belong to the lathe. The lathe has a BOM which contains the item "Gearbox", and two subordinate items "Shaft" and "Warehouse". The equipment "Engine" has a BOM with the items "Casing" and "Carbon".
Installations are an alternative way of structuring technical objects. You can use installations to create a multi-level structure that consists of installation components. Installation components can be functional locations, pieces of equipment, material numbers (with or without serial numbers), documents or other installations. You have the option of creating installations with reference to a sales order item (as a copy of the sales order BOM) or from a serialized assembly.
SAP AG 2003
Organizational Elements and Master Data: Unit
Summary
The service provider company is divided into
different organizational units.
The most important master data for service are
the master records for customers, materials, and
work centers, and the technical objects.
Unit: Organizational Elements and Master Data
Topic: Master Data
At the end of these exercises, you will be able to:
• Create new work center master records.
Exercises
Internal technicians and technician groups are to carry out work for
customers.
1-1
Creating a Work Center
Create the work center TECH## (## = your group number) in plant 1200. The work
center belongs to work center type “Plant Maintenance”.
Enter the name of the technician as the work center description.
The “Reuter” area is responsible.
The work center can be used in orders and task lists for Plant Maintenance and Service.
Standard values are not used.
When this work center is used, the operation control key SM01 should be proposed.
The shop papers for this work center should be issued at printer A000.
The work center has a capacity of type Person.
The capacity requirement for internal processing is determined using the formula
SAP008.
Choose Capacity header data to enter detailed information about the available
capacity.
Planner group 001 is responsible for capacity planning.
The active capacity version is the normal available capacity.
The base unit of measurement is hours.
The work center is relevant for capacity planning.
Choose Interval avail. cap. to enter a quotation interval.
Insert an interval that is valid from the 10
thto the 20
thof the following month. The
technician is on holiday during this time (number of individual capacities = 0).
Under Scheduling, assign the capacity type Person.
The duration of internal processing is determined using the formula SAP004.
The unit for working time is hours.
The work center belongs to cost center 4100.
The activity type 1410 should be proposed in operations for this work center. The
working time for the cost valuation is determined using the formula SAP008.
Save the work center master record.
1-2
Checking Available Capacity
Check the available capacity for your work center, by calling up the evaluation of the
load for this work center (standard overview) in capacity planning.
What capacity is available in the coming weeks?
Unit: Organizational Elements and Master Data
Topic: Master Data
Solutions
1-1
Creating a Work Center
Logistics → Customer Service → Service Processing → Environment → Work
Centers → Work Center → Create (IR01)
Field name or data type
Values
Plant
1200
Work center
TECH##
Work center type
0005 (Maintenance)
Enter
Field name or data type
Values
Work center description
Enter name
Person responsible
001 (Reuter)
Task list usage
004 (Only maintenance plans)
Standard value key
SAP0 (No standard values)
Default values
Field name or data type
Values
Control key
SM01 (Service – internal)
Printer
A000
Capacities
Field name or data type
Values
Capacity category
002 (Person)
Processing formula
SAP008 (Proj: Reqmts int.
Prcg)
Field name or data type
Values
Capacity category
002 (Person)
Processing formula
SAP004
Work unit
H
Enter or capacity header data
Field name or data type
Values
Capacity planner grp
001
Active version
01 (Normal available capacity)
Base unit of measure
H (Hour)
Start
08:00:00
Finish
17:00:00
Length of breaks
01:00:00
Capacity utilization
100
No. indiv. cap.
1
Relevant to finite scheduling
Select
Intervals
Insert
Field name or data type
Values
Valid from
10th of the following month
To
20th of the following month
Number of indiv. cap.
0
Continue
Back (twice)
Scheduling
Costing
Save
1-2
Checking Available Capacity
Logistics → Customer Service → Service Processing → Order → Capacity Planning
→ Evaluation → Load (CM01)
Field name or data type
Values
Work center
TECH##
Plant
1200
Standard overview
Based on the interval of available capacity entered, the available capacity from the 10
thto 20
thof next month should be 0.
Settings → General
SAP AG 1999
Helpdesk
Contents:
Notification processing
Notification types
Catalogs
Response time monitoring
Solution database
SAP AG 1999
Helpdesk: Unit Objectives
At the conclusion of this unit, you will be able to:
List the functions and contents of service
notifications
Create, process and complete service
notifications
Make the Customizing settings for service
notifications
Course Overview Diagram
SAP AG 1999
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Helpdesk: Business Scenario
SAP AG 1999
A customer calls to report a problem.
The helpdesk employee records the problem.
If he or she is unable to solve the problem, it is
forwarded.
Once the problem has been solved, the case is
completed.
Documents in CS
Characteristic
Entry of customer Planning tool Cost collector Relevant for billing Relevant for deliveryDocument
Service
notification
Service order
Sales order
enquiriesX
X
X
X
O
O
O
X = yes
O = optional/partially
SAP AG 2003 The service notification is used to enter and process customer inquiries and problems.
The service order is the planning tool for work that is performed for the customer.
The sales order contains an agreement with the customer regarding the delivery of certain goods or the performance of certain work. In sales orders, you use the item type to define (at item level) if the item is a cost collector, and whether or not it is relevant for delivery/billing.
The customer repairs order is a special form of sales order and is used for returns and repairs processing. You can generate service orders from the customer repairs order to plan repair work.
SAP AG 1999
Notification Processing: Topic Objectives
At the conclusion of this topic, you will be able to:
List the functions and contents of service
notifications
Service Notification Functions
Entry of incoming customer service requests
Access to information on
Customer
Object
Contracts
Warranties
Initiation and monitoring of follow-up actions
Technical completion confirmation of services
(back reporting)
Description of a serviceable item's condition
Documentation
SAP AG 2001
The person entering the notification can display the following information: Customer/contact person master record
Sales summary
Technical reference object master record
Structure of the technical reference object with superordinate/subordinate objects
Object information screen: Dialog box containing additional information about the technical reference object (planned dates, key figures, last notifications, last open order, contract data, classification) Guarantee information for the technical reference object
Da mage, obje ct part s, cau ses of dam age,
clas sificati on W ho should do wha t when ? W hat was do ne w hen?
Notification Structure
Create Service Notification: Problem Notification
+ Tasks Organization Contract selection
Notification 100123 S1 Status OSNO Order Notification header Customer / contact person Technical object Execution SAP AG 1999
Items Tasks Activities
A service notification can consist of the following elements:
The notification header is always available and contains data for the customer and contact person, as well as additional partner information, such as the employee responsible. Here you can enter a technical reference object (functional location, piece of equipment, material serial number, assembly), to which the notification refers. The description of the problem is entered in the short and long texts. The
execution data contains the notification priority, deadlines, and details of the department responsible for processing the notification.
Any number of notification items can be assigned to the notification header. These are used to give an exact description of the problem that has occurred by specifying the object part, damage, and cause of damage by selecting a code from the corresponding catalog. Classification is also possible here.
Tasks describe the activities that must be performed to solve the customer's problem. They can be assigned directly to the notification header or to the individual items. The task status indicates whether the tasks are outstanding, released or already completed. You can also specify deadlines and the person responsible for executing the task.
Activities can likewise be assigned directly to the notification header or to items. They are used to enter and describe the activities performed for the notification.
One-Time Customer Processing
1
Create notification or order with one-time
customer number
SAP AG 1999
2
Enter customer address
3
Transfer intofollow-on documents
You can also create a customer as a one-time customer in the service notification and service order, and transfer their data to subsequent functions. You use one-time customer data if you do not want to create a complete customer master record. One-time customer data consists of a one-time customer master record and an address. A one-time customer master record is used for customers with whom you only have contact once or very rarely. The address data is transferred from the service notification to the service order and/or sales order.
The address data can be transferred from the service order to a service notification, billing request (resource-related billing), sales order (advance shipment), or a purchase requisition (as the delivery address for external procurement).
Central address management must be active in SD so that the data can be transferred correctly to the SD functions.
Customer exits are available for maintaining the address data (central address management: SZ* enhancements).
The address is displayed in the partner overview for the document and partner (partner function SP - sold-to-party).
Depending on order or notification type
Credit Limit Check
1
Create notification or order
2
Automatic or manual credit limit check
SAP AG 1999
3
Warning orinformation message / system status
You can use the credit limit check to call up information regarding the current credit status of a
customer (partner function: Payer) at any time during service processing. You can perform a credit limit check either manually or automatically (by entering/changing the sold-to party or by releasing the notification or order). For the service order, the system checks the planned costs.
If a particular customer has exceeded their credit limit, the system issues a warning as soon as the notification or order is released, or once the sold-to party has been entered and you have chosen
"Continue". If the result of the check is positive, the system status CCOK (credit limit check successful) is set. If the result of the check is negative, the system status CNOK (credit limit check not successful) is set. This status has no effect on further processing of the notification or order.
A user status can be set automaticlly using the check. This can influence further processing.
The three influencing factors for the scope of the credit limit check are:
The credit control area. Each company code is assigned to a credit control area. The risk category from the credit management data in the customer master. The credit group from Customizing for the notification or order type.
SAP AG 1999
Notification Types: Topic Objectives
At the conclusion of this topic, you will be able to:
List the Customizing settings for notification
types
Notification Types - Customizing
SAP AG 2001
Notification types:
Origin / notification category
Proposed reference time
General catalog profile
Update group for information system
Early number assignment
Screen templates
When you create a notification type, you initially use the origin indicator to assign it to the notification category Service, Plant Maintenance, or Quality Management.
The notifications (with their reference times) are sorted into the technical object history.
You can define a default value for a catalog profile for catalog selection for each notification type. This catalog profile will only appear in the notification if you have not maintained a catalog profile in the notification object (for example, equipment).
The update group controls the update of statistics in the Logistics Information System (LIS). The system uses this update group to determine the fields for which statistics are generated. "26" is the standard update group for the Service Information System. If no entry is made in this field, the system cannot update data to the information system.
In early number assignment, the notification number is assigned when you create the notification, not when you save it.
Individual Notification Interface
Tab pages Screen areas Action box
SAP AG 2001
The configuration of the screen templates for the notification type enables you to structure the interface for your notification types individually.
The data fields for the notification are grouped according to contents. You can find these groups on the individual screens. For example, you can find data screens for customers, deadlines, tasks and
malfunctions. These template screens are made visible using tab page technology in the notification transactions. You can also control the screen sequence based on the activity type (create, change, display).
Example settings for the standard notification types are available which you should use as a copy model. If you want to create a new notification type or require particular data in a standard notification type, you can activate or deactivate the individual screens here.
You can tailor the tab pages with descriptions and symbols to suit your requirements. You can set a maximum of five screen areas in any order for the first three tab pages.
Notification Types - Customizing II
SAP AG 2001
Long text control
Field selection
Number range group
Paging texts
Default service order type without contract
Order types and special parameters
Sales document type for sales order
Automatic contract determination
Default service order type with contract
Credit limit check
You define in the long text control whether long texts are logged. You also decide if subsequent changes are permitted for long texts that have already been entered.
You can use field selection to influence the field attributes (required entry field, optional entry field, display field, hidden field) for the fields in the screen areas.
The assignment to the number range group controls the assignment of notification numbers.
SAPscript standard texts are proposed when you use the paging function to send short messages. You can assign a SAPscript standard text to each notification type.
You can assign three order types to the notification type: Default service order type for notification without contract Default service order type for notification with contract
Sales document type for sales orders created from the notification
If automatic contract determination is activated when you create a service notification, when you enter the reference object, the system checks if valid service contracts are available for the customer or reference object (including superior objects) in the notification. If a contract item is found, the
notification is assigned to the contract item.
The settings for the credit limit check contain the type of check and the assignment of the order type to a credit group "Order".
Notification Types - Customizing III
SAP AG 2003
Overview of Notification Type:
Screen areas in the
notification header
Catalogs
Priority type
Partner determination
procedure assignment
Special partner functions
Initial screen
Partner function for paging
Task processor
The screen areas in the notification header are used to define the screen type for the header data (on top of the tab pages) and the screen type reference object. This determines whether you work in the notification type, and with what type of reference object. The user can alter this input in the individual notifications.
The assignment to catalogs enables you to select a catalog for coding, tasks, activities, damage, causes of damage, and object parts. Here you can also activate classification for the notification item.
The assignment of the notification type to a priority type is used to define the priority that can be assigned to a notification. The priority is used to propose the desired start and end times for the notification.
To enter partner information in the notification, you must assign a partner determination procedure to the notification type.
The partner functions for the initial screen define which partner functions you can maintain directly in the notification header for customers, contacts, department, and responsible employee, without calling up the partner screen. The system accesses the Partner function for paging when you send a paging message from the notification header. You can also assign the default partner function for the task processor. You can also use standard functions from the Workflow to define partner functions for notification and task processors.
Notification Types - Customizing IV
SAP AG 2003
Overview of Notification Type:
User status profile
Response profile
Service profile
Notification Processing:
Action box
Print default for notification
papers
Object Information Key
If individual user statuses should be assigned in addition to the system statuses, then you must assign the notification type to a user status profile.
The response profile defines which notification tasks are proposed by the system with which dates during task determination.
The service profile defines the service windows within which the tasks proposed in task determination must be processed.
In the print control, you can define which notification papers are proposed with which settings when printing notifications.
Action box
Action box Solution database Create repairs order Enter goods movement Decision on repairs orderSAP AG 2003
Call up function module
Business operation
Generation of:
Task or Activity
Definition of dependencies
Follow-
up
activity
In the action box for the notification type, you define functions with which you can generate tasks or activities for a notification (these are termed follow-up activities). These functions are to be defined using a key and identification. They are assigned to a notification type and are available at header level during the processing of notifications. When the function is called up, the system copies the task or activity defined into the notification. When calling up the function, you can also define an icon with explanatory quick info for identification.
For each function, you can specify an internally programmed function module which is processed when the function is called up. A dialog with the user can also be programmed.
If you link a business operation to the function, the function is only executed if the current status of the notification allows it.
If a task is generated, you can give it the status released or completed. You can also define a workflow task that is activated when the notification is saved. Furthermore, you can enter a function module that changes the workflow container when the notification is saved.
If you set the follow-up activity indicator , the activity can only be executed if it has been explicitly allowed by the last activity performed. You can also label activities to be only executed once.
You can find standard function modules for the activities in the QM06* namespace. You can find function modules as templates for developing your own function modules in the QM10* namespace.
Partner Determination Procedure & Partner Roles
Partner Description Partner type function
SP Sold-to party Customer
CP Contact person Contact person
MB Notification processor Organizational unit
RP Employee responsible Person
Selection
Partner determination procedure
Assigned partner funct. Not modifiable Mandatory function Unique
SP Sold-to party
CP Contact person
...
Assignment
• Equipment category / funct. loc. category • Service notification/order type
• Sales document type / item category
SAP AG 2003
Each partner function is defined using a two character ID, description and assignment to a partner type. The partner type defines which master data is checked for the entry.
The following partner types are currently supported in CS: Contact person Customer Vendor Organizational unit Position System user
The required partner functions are combined into a partner determination procedure. Additional attributes can be defined here for each function:
Entry can no longer be changed after saving the object Mandatory function = Required entry
Unique, in other words, only one partner can be entered for this function
The partner determination procedure is assigned to the respective object type.
For a partner role to be copied from the technical object into the service notification or the service order, you must set the copy indicator for the partner role in the Copy Partner Roles to Master- and Movement Data Customizing transaction (in the Implementation Guide under Master Data in Plant Maintenance and Customer Service - Basic Settings).
i
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Object Information Key
Automatic display
If notifications available
If contract available
Selection according to:
Reference object
Object and higher-level objects
Object and lower-level objects
Key figures
Selection period
Threshold values
SAP AG 1999
Display of notifications
With completed notifications
Selection period
The object information provides a quick overview of the status and history of the technical reference object entered in the notification.
It is not possible to display the object information automatically if: Outstanding notifications exist
Completed notifications exist A valid contract is available
During the selection, checks can be made on: Reference object for the notification
Reference object and all higher-level objects Reference object and all lower-level objects
If one of the key figures displayed (notifications, breakdowns and orders entered) in the selection period exceeds the specified threshold value, it is highlighted.
You can also set whether the classification data from the reference object should be displayed and if so, with which view.
SAP AG 1999
Catalogs: Topic Objectives
At the conclusion of this topic, you will be able to:
Create catalogs
Define catalog profiles
Assign catalogs and catalog profiles to
notification types
Catalogs for
Structure of a catalog: Example:
Code group Code
Catalogs
Catalogs forObject parts Causes of damage Tasks
Damage Activities Coding
Structure of a catalog: Example:
Catalog Code group SAP AG 2003 Code Damage screen catalog Mechanical damage Code 010 Corrosion 020 Broken glass 0 . 30 F. aulty engine . .
In catalogs, code groups are combined from a content point of view. Depending on the notification type, you can access catalogs for object parts, damage and causes of damage, tasks, activities, and coding in the notification.
In code groups, codes are combined according to related contents (for example, damage to vehicles, pumps, and engines, or mechanical damage, electric damage).
Codes are used to describe a particular type of damage, an activity, and so on.
You can use catalog profile to ensure that only a limited number of code groups appears. The catalog profile is determined by the piece of equipment, the functional location, the material number or the notification type.
Code group Code
Catalog profile
Catalog Code
Preselection of code groups for
each catalog
Proposal of class
SAP AG 2003 group Code
Assignment to:
Equipment master Functional location master
Material Master
Notification type
The catalog profile enables you to define particular code groups for selection for the individual catalogs.
Whilst the notifications are being processed, the user only obtains the code groups for the individual catalog types that you permit for the respective catalog profile.
Generic entries and multiple assignments are also possible for the code groups.
You can still enter a default value for a class in the classification system for each catalog profile (class type "015"). If a class has been assigned, a valuation for the characteristics in this class can be made in the notification on the item detail screen to describe the problem in greater detail. Values can be assigned to the characteristic directly on the item detail screen or on a user-defined screen (Classification screen indicator in the catalog profile header data).
If a catalog profile has been entered in the master record for the reference object, this is used. If no catalog profile has been entered in the reference object or in the material master of the construction type, the catalog profile assigned to the notification type is used.
Catalogs - Settings
Catalog types Code groups Codes
Damage Mechanics Corrosion
Tasks Electrics Breakage
Activities Assignment
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SAP AG 1999 Pneumatics Catalog profile Assignment Tear First, the catalog types are maintained and checked.
You define code groups for each catalog type. Codes with related content are grouped together into code groups.
Then you create catalog profiles. In the catalog profile, one, several or all of the code groups are assigned for each catalog type.
You can assign the catalog types to each notification type for the predefined areas: Coding, Problems, Causes, Tasks, Activities and Object parts. Once the catalog types have been assigned to the notification type, the relevant fields are available for cause of damage, object part and so on, in the notification item or the task and activity overview.
SAP AG 1999
Response Time Monitoring: Topic Objectives
At the conclusion of this topic, you will be able to:
Create response profiles
Create service profiles
Service Notification: Task Determination
SAP AG 1999
When a service notification is entered, the tasks to
be performed can be determined and proposed by
the system.
The response profile controls:
Which tasks are proposed
By when these tasks must be completed
The service profile controls:
Within which service times these tasks are to be processed
The system can propose the tasks to be performed when you enter or process a notification.
The response profile, to which the notification type is assigned, defines which tasks are determined. The priority type you have specified can also influence the tasks determined by the system.
The system proposes a finish date for each task which it determines from the response time. You can also define a proposal for the person responsible for performing the tasks in the response profile.
The service times for processing these tasks are defined in the service profile, to which the notification type is assigned. The response times are calculated within these service times.
If the service notification is assigned to a service order, the response and service profiles can be determined from the configuration of the outline agreement item.
Response and Service Profiles - Example
Service profile Response profile 8am - 12pm / 1pm - 5pm
8 hours
4 hours 2 hours 7 am - 7 pm 8 hours 4 hours 2 hours SAP AG 19998am 12pm 6pm 8am 12pm 18pm Time
Monday
Tuesday
Notification received
In this example, the response times determined are displayed for a notification received on Monday at 12 p.m.
Response profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. Response time - 8 hours: Response by Tuesday 12 p.m. Response time - 4 hours: Response by Monday 5 p.m. Response time - 2 hours: Response by Monday 3 p.m.
Service profile: 7a.m. - 7 p.m.
Response time - 8 hours: Response by Tuesday 8 a.m. Response time - 4 hours: Response by Monday 4 p.m. Response time - 2 hours: Response by Monday 2 p.m.
List Editing for Notifications
Change Service Notifications: Selection of Notifications
Notification status
Outstanding Postponed In process Completed
Notification type S1 to S3
Notification date 10/01/2000 to 17/01/2000
Change Service Notifications: List of Notifications
Date Customer Description 10/01/2000 Hi-Tec PLC Printer defective 12/01/2000 Miller Corp. Exchange color copier 14/01/2000 Smith Ltd Network problems
SAP AG 2001
Define selection screen
Field attributes
Predefine fields
Maintain field selection
for list
Show/hide fields
Column width
Sorting
Totals
When you maintain the selection screens, you can assign the following attributes for the selection fields: Protected: The field is displayed on the selection screen but is not ready for input.
Invisible: This means that this field is hidden on the selection screen and cannot be set as a selection criterion.
Variable: This field is not assigned a fixed value, but a variable one (for example, current date minus 10 days).
The name of the selection variant is always "SAP_TCODE_XXXX". XXXX stands for the corresponding application transaction.
Each user can also create their own selection screen in the application. The selection screen defined in Customizing is then proposed by the system if no individual selection screen has been defined for the user under their own user name. If you want to define an individual selection screen for each user and this selection screen should be proposed automatically when the report is called up, the name of the selection variant must be "U_USERNAME".
For the field selection of lists, the general variants are also created in Customizing. Each user can define their own variants in the application.
SAP AG 1999
