Customer Service

LAND SCAPE: In Development Server Consultants implement the project and send it to the Quality server for testing
after checking and quality approved then project move to Project server for Go-Live directly from the Development server.

DEVELOPMENT QUALITY Server PRODUCTION

Server Ex.100, Ex.200 Server Ex.300
101, 102

First Phase Second phase

Or Second Phase (Directly From Development)

Architecture:
SRM

BI PRINTER

SAP ECC

APO CRM
HCM

Like the above Structure many another servers are connected to the SAP ECC Server.

FAQ:

What is your company architecture ….Ex…..CRM to SAP, BI to SAP

Every module has 3 structures or Processes --- Ex: Sales & Distribution Module

1) MASTER DATA --- Customer master/Material Master

Link to Link to

2) TRANSACTION --- Sales Process

Link to Link to

3) REPORTS --- VA15N/VA25N/VA35N/VA45N/VA55N…

Any Business Comprises of 3 Processes:

(A) Pre Sales

(B) Sales
(C) Post Sales

 CS Module will only deal with Post sales process of the business.
 CS module will only cover all service related process in the company like In House Repair, Repair at Site,
Annual maintenance Contract, and Third Party Service.

CS module is integrated with the following modules in the SAP.

PS
Q
SD
M

HR
C CO

S
pp
FI

M P
M M

****We must have Knowledge on the integration of CS-MM and CS-SD because of CS module is closely
integrated with SD module and MM module.

MASTER DATA in CS:

1) CUSTOMER (XD01/VD01) [Created By SD-----Used By CS]

2) Material Master (MM01) [Created By MM---Used By CS]
3) Installed Base (IB51/IB52/IB53) [Created By CS-----Used By CS]
4) Function Location (IL01/IL02/IL03) [Created By CS-----Used By CS]
5) Equipment (IE01/IE02/IE03) [Created By CS-----Used By CS]
6) Serial Number (IQ01/IQO2/IQO3) [Created By CS-----Used By CS]
7) Work Center (IR01/IR02/IR03) [Created By PP-----Used By CS]
8) Cost Center (KS01/KS02/KS03) [Created By FI------Used By CS]
9) Activity (KL01/KL02/KL03) [Created By PP-----Used By CS]
10) Activity Pricing (KP26) [Created By FI------Used By CS]

T. codes Of CS generally start with “I”

Installed Base: Installed Base represents the Customer Ex: Govt of India is the Customer for BEL Company which is
represented as Installed Base (I Base).

I Base represents the customer or a Product.

I Base Hierarchy is created and used for only REPORTS and TRACKING

Ex: Installed Base Hierarchy (for a Customer)

We Have Implemented SAP CS for BEL (Bharath Electronic Limited) and the Major Customer of the BEL is Indian
ARMY….The Hierarchy of INDIAN ARMY Like Below….

Govt .Of India [Installed Base]

North Head Qrts. (Delhi) South Head Qrts. (Chennai) East Head Qrts. (Kolkata) West head Qrts. (Mumbai)

[Material-1]

(Functional Locations)

[Material-2] Tamil Nadu Region Andhra Pradesh Region Karnataka Region Kerala Region

[Mat-3] Office -1 Office-2 Office-3 Office-4

Consider the Hierarchy just like above….

Above Govt of India is the Installed Base (Sold to Party)…Others all are Functional Locations (ex. Ship to parties and
users).According to the Customer requirement we can create Sub Installed Base, and Sub Functional Locations.

If the customer order 3 for Kolkata, TamilNadu, office-1 …If any problem occurs in that particular material that
particular customer has to complain BEL about the problem, in this situation he says only serial number and problem not
the location which node in the hierarchy etc ......We have to identify his location and other details with the help of those
provided details by him.

Another Ex for I Base: (for A Product)

HAL (Hindustan Aeronautical Limited) has implemented SAP CS and Kingfisher is its Customer. HAL
manufactures 3-4 Boeing Aero planes each year, each plane contains 30,000-40,000 parts. Structure is like below…

KINGFISHER AIRLINES  [Installed Base]

 BOEING 400 [SUB Installed Base]

Function Locations CABIN ENGINE LUGGAGE SITTING

Equipments Radiator PISTON Etc.

Material no Serial Number Warranty

Material No + Serial No + Warranty = Equipment

I Base Functional Locations  Equipment (Material No + Serial No)

******************************

Note: Every Company has huge base of customers base but who purchased products regularly that customer created as

I base only…..and others are neglected (i.e. not converted as I BASE).Actually we are not creating the I base, user will
create it and we have to assist the user.

FAQ: Can we create serial numbers to all material what we have?

Ans: No, we create only to the products which are repairable in nature.

Functional Location: Functional Location represents the customer location where the equipment or material is
installed.[IL01/02/03]

EQUIPMENT: [IE01/IE02/IE03] Equipment is the combination of Material Number, Serial Number and Warranty
details.

Product/Material + Serial Number (If It is repairable) + Warranty = EQUIPMENT

EQUIPMENT CAN BE CREATED MANUALLY (external) (OR) AUTOMATICALLY (internal).

Equipment also captures the history of a particular product like Sales Order Delivery, Serial number etc.

WARRANTY: warranty is a promise given for a particular product during the sales in terms of usage life.

[Guaranty is nothing but replacement of the product]

NOTE: ALL the process in the CS module depends on the warranty. But concept is not applicable to AMC concept.
SERIAL NUMBER: Serial Numbers are unique in nature for a particular given product. Serial number that is used for
one product cannot be repeated again for the same product.[IQ01/02/03]

Serial number can be created the history of the product like sales order no, delivery no, PGI number, invoice
number etc.

There are 7 types of Services available in CS module.

Customer Service

IN-House Repair Repair at site Third Party AMC

Under warranty Under warranty Under warranty AMC

Beyond Warranty beyond Warranty beyond Warranty

Work Center: [IR01/02/03] Work center represents the department in the company.

Cost Center: [KS01/02/03] Cost center represents the Technician or mechanic of the company
who can solve the issue.

Activity: Activity represents the work or repair or service which is done by the cost center (Employee/technician).

Activity Pricing: Activity Pricing is the pricing/cost/charge of the service done by the Cost center. Within the warranty this
value is Zero.

Activity pricing must maintain as pre- requisite

Ex: If a customer purchased a TV from a company, if any problem occurs to that product…immediately he has to complain
about issue to the customer service agent.

After receiving the complaint from customer, customer service agent forwards this issue to that particular department
(WORK CENTER). In work center the head of the department receive the complaint/issue and assign one expert technician
(COST CENTER) to solve the Issue. Technician will do some job (ACTIVITY) to solve the issue, later business will charge
(ACTIVITY PRICING) from customer for the particular service. This process looks like below…

Customer
Customer Service Inquire about
Ex. TV Complaints to Agent product details like
Sr. No, Warranty…
 Forward issue to

Work Center

Electrical Dept Assign one EMP to solve issue Mechanical Dept

Cost Center

EMP-1 EMP-2 EMP-3 Tech-1 Tech-2 Tech-3

Activity Repair Process Work done here

Charge for
Activity
Pricing the
Service….

Cost Center:

Cost center represents employees in terms of Customer service (Created by FI)

Note: Employee Master created in the T.Code PA30.

Every employee will be linked to one Cost Center

The purpose of assigning cost center is, all the cost incurred against the employee will go to that
particular cost center

ACTIVITY: Activity is the is the task performed by the employee or cost center (Created by PP)

Ex. Consulting for one hour- 50$

Training:

Travel:

Like this we can create thousands of Activities.

Activity Pricing:

Means the condition records for the combination of cost center + Activity Type (created by FI team)
Assigning price to combination of customer+ activity

Ex: 1210 is a cost center + A0001 = 100$

(Activity)

CONFIGURATION

Serial Number Management:

 Note: Serial number is the activity of SD, CS, PM, QM modules and all use this path only
 Serial Number can be linked / captured at many stages like Productions, sales, delivery, quality,
purchasing by PP,SD, QM, MM consultants.
 SPRO
 Plant Maintenance and Customer Service (PMCS)
 master Data in PMCS
 Technical Objects
 Serial Number management
 Define Serial Number Profiles (T.Code OIS2)
 Click on New Entries
 Give the name of the profile, Start with Z or Y and give the description and Assign “S” [Customer
equipment] under category column.
 Press enter and save it.
 Select the profile you have created and Double Click on SERIALIZING Procedures under dialogue
structure
 On the right hand side you have a window ,for maintaining entries click on new entry button
 Click on new entries and select the relevance procedure from the F4 list.
In standard SAP there are 11 procedures that means we can generate/ capture serial numbers at
11 different stages.

Ex: SDLS - Capturing S.No at the time of Delivery.

SDAU- Capturing S.No at the time of sales order.

MMSL- Capturing S.No. During MIGO (Goods Issue and Goods receipt) for this system ask serial
number at MIGO MBIB (stock posting), MB1C levels.

You can capture one or more procedure in the serial no procedure.

Under the serial usage column select the value Optional or Obligatory [We have to use default
procedures only no need to create new one and don’t use automatic in usage Use Obligatory Optional.]

Under the column “EQ Req (Equipment Requirement)” you can select the option either 01-without
equipment, 02-with equipment

XYZ Custom
XYZ
(Vendo er
(Vendo
r)r) Purchase material from vendors

MM SD
MM SD
Consultants assign S.No. Use the same S.No what MM created

Activation of Serial Number for a material:

FAQ: How to create a Serial Number to a Material?

Ans: Assign Serial Number Profile to Material in the field “Serial Number Profile” at Sales
General/plant Data in MM02, then system understands that.

Assigning the serial number at sales order level:

Select the Item and click on extras and click on “Technical Objects”

(“Technical Objects”-is nothing but I Base, Functional location, Equipment and serial number.)

Maintain Serial Number or Create automatically by the system. [If you not maintain the serial number
system can’t show any error message to create S.No, for this we have to contact ABAP team.]

And for creating S.No at delivery level use SDLS. If serial number has already assigned

+++++To see the created S.No. Go to T.Code IQ02++++

Assigning the serial number at Delivery level:

Same as above…..If sales order level and delivery levels are mandatory for profiles then serial number is
automatically copied from sales order level to delivery level ,no need to give the S.No again.

FAQ: Serial Number ranges cannot be created because there is no option id SAP to create S.No. Ranges,
it has starts from 1 and ends with infinity…..
EQUIPMENT [IE01/02/03]

(Equipment always goes with automatically option only…..)

Equipment can be created manually and also automatically. For creating Equipment

Automatically assign “02-always with Equipment” in the procedure under the serial number profile.

By assigning the value 02 system will create automatically the Equipment

Number the movement you save the document or transaction with serial number.

Note: If you want to create Equipment manually go to IE01 give material no. and serial number then
assign the serial number in sales order/ delivery.

If you want to deactivate the automatic Equipment creation then assign the value 01-proposal w/o
equipment.

Equipment Number ranges:

 SPRO
 PM& CS
 MASTER DATA IN PM & CS
 TECHNICAL OBJECTS
 Equipment
 Equipment Categories
 Define Number Ranges

Ex: 200-800 are my number ranges.

Materials are X Y Z …

System will assign equipment numbers to materials 201,202,203 in one same or different sales
orders….because Equipment is common for all materials.

FAQ: Is it possible to delete the S.No which is the material already sold? Yes Possible.

 Click on Change/Maintain Group Button [F6]

 You will get a new window.
 Click on group and click on Insert [F6] give the description in the pop up and assign the FROM
and TO number and press enter.
 We will come to the main window and you can see the group in the list that you have created in
the last step.
 {If you want to see the number interval for the group then select the check box and click on
maintain/ change button}

FOR LINKING THE CATEGORIES TO THE NEW GROUPS:

Select the relevant categories and click on the Select Element Button [F2]

Select the relevant group and click on the element / group button [F5]

And SAVE it…….and Removing/ Change is also same process as above said.

WARRANTY:

For assigning the warranty to the equipment go to T.Code IE02 give equipment Number and press
enter.

Under the TAB Warranty Update FROM and TO date.

Warranties are 3 types

1) Customer Warranty: What warranty business going to give to the customer

2) Vendor warranty: What warranty vendors give to the Material.
3) Master Warranty: Warranty has to give only manually in Equipment Master IE02

Functional Locations:

Functional Location represents the place of the customer where the equipment or material is installed.

Functional Locations have only one configuration that is MASK.

In SAP we have the provision to give our own names to the Functional Location. This process is called as
MASK.

We cannot give internal number, we can give only external number or name.

We can create our own mask, and is nothing but give our own name in a proper format.

Creating MASK:

 SPRO
 PM & CS
 MASTER DATA IN PM & CS
 TECHNICAL OBJECTS
 FUNCTIONAL LOCATIONS
  CREATE STRUCTOR INDICATOR FOR REFERENCE LOCATION / FUNCTION LOCATION
 Click on new entries
 Give the name of the structure indicator and the description in the edit mask field give the
number of level with character Ex: “X”
{The edit mask describes the structure that the identification of a functional location is to have.
The mask must consist of at least one character, which cannot be a separator.

An edit mask generally consists of several blocks of characters, which are clearly marked at the end by
the number of a hierarchy level. In addition, the individual blocks can be visually divided from one
another by separators.

You can use the following signs when structuring the block:

"A" only letters can be entered

"N" only numbers can be entered

"X" both numbers and letters can be entered

"S" numbers, letters, and special characters can be entered

The following special characters are allowed:

&()+,./:;<=>

The following signs can be used to divide the blocks:

- hyphen, / slash,' ' blank, Period, _ underscore, = equals sign, + plus sign, semicolon, colon}

It is based on Customer requirement. We have to say the system which level is representing in the field
hierarchy specified the level number.

XX-ANNN-NNNNNN-XXXXXXXXXXXX

1 2 3 4 {it must be the last character place in the level}

Press and enter, save it.

For creating new functional location go to IL01 and specify the function location as “S”, from the
structure indicator field, select the indicator that you have created in the last step.
Press enter and you can see the mask levels as you define, give the name of the function loc and press
enter.

In the menu go to structure and click on equipment system asks of equipment and assign the list of
equipment press enter and save it.

INSTALLED BASE [I BASE]:

Installed Base represents the Customer or a Huge Product (Airplane, RADAR etc.)

We can create I base in IB51 and we can link the functional location to the IBASE, and also we can link
the equipment to the functional location.

Under every equipment we can link the material number [In I base everything is manual activity and no
configuration]

Go to IB51 and give the category as “01” and press enter.

On the right side of the screen give the “External ID” and the Description press enter.

In the left hand side dialog structure you can see the IBASE name is updated.

In the bottom of the screen go to functional location tab, press F4 select your functional location press
enter.

[All the components are not mandatory to use by business, depending on the client requirement,
Technical objects are help us to tracking material easily]

I BASE are not creating by CS, Creating by END USERS.

On the left hand side of the screen you can see the functional location is assigned under the I BASE.
Double click on functional location under dialog structure, on the right side of the screen go to the
equipment tab and assign the equipment number in the equipment field.

Press enter you can see the equipment will be linked under the functional location in the left portion of
the screen.

Double click on the equipment under structure and assign the material number in the material field in
the right hand side of the screen and save it.

PROCESS

CS module always starts with capturing complaint/ creating complaint this process called as SERVICE
NOTIFICATION.
 SERVICE NOTIFICATION: [IW51/52/53]
Service Notification is a document created for capturing complaint from the customer.

In the service notification we can capture the details like customer, Serial Number description of the
complaints, reason for error (may or may not known by the customer) etc.

In standard SAP there are 3 notification types they are “S1”, “S2”, and “S3”. In CS we can do all the
modifications without help of ABAP.

Steps for Service notification:

1) Create Notification Type

2) Define Number Ranges
3) Activate the Header and Tabs for the notification.
4) Partner Procedure for the notification type
5) Catalog creation and assignment.

Creation NOTIFICATION TYPE:

 SPRO
 PM & CS
 Maintenance and service processing
 Maintenance and service notification
 Notification creation
 Notification Types
 Define Notification Types:
Select the Standard (S3) notification type, click on copy as icon and give the notification type
starts with Z or Y and change the description press enter and save it.

Creation NUMBER RANGES:

 SPRO
 PM & CS
  Maintenance and service processing
 Maintenance and service notification
 Notification creation
 Notification Types
 Define NUMBER RANGES:
Click on change group icon and click on GROUP in the menu, select INSERT (F6), in the pop up window
give the name of the group and assign FROM and TO numbers press enter.
The newly created group will appear in the list, select the notification type that you have created in the
last step and click on the SELECT ELEMENT BUTTON (F2) and then select the group for which you want
to assign the notification type and click on ELEMENT/GROUP button, SAVE it.

Activating HEADER and TABS for the Notification Types:

 SPRO
 PM & CS
 Maintenance and service processing
 Maintenance and service notifications
 Overview of Notification Type

Click on position and select your notification type and double click on SCREEN AREAS IN NOTIFICATION
HEADER under dialog structure.

In the right side window assign “H200- Header service in notification header” in screen type header
field.

In the screen type Object field assign the value “O170- Equipment + Serial No + Material No.

Double click Screen structure for extended views under dialog structure.

Click on new entries in the field tab press F4 and select the tab that you want. Ex: 10/TAB01

{If you not entry new tab then system takes general tabs automatically. If you enter at least single tab
that tab will come, if you want you can create all 26 tabs.} [Generally in real time max 3-5 tabs will be
used not all 26…..]

In the TAB header field you can give your own name for the TAB or if you leave the field empty then
standard description will come to your notification.

Activate the check box for the field tab  Only by activating this check box this particular tab will be
appear in your notification creation.
Under the screen area section you have the provision for assign the SUB-TABS.

Assign the sub tabs from the F4 list in Screen area 1, 2,3,4,5. (If you want more contact ABAP)

It is mandatory to assign “005-PM/CS reference Object” under any one screen area.

CATALOG:

Every notification type contains one catalog profile and in the catalog profile we can assign the catalog.

There are different catalogs available in the SAP.

Ex: CATALOG-------------------CATALOG DISCRIPTION

5 Causes

9 Defect Types

D Coding

C Overview of Damage

The above said catalogs contain codes (Options)

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Notification
 Notification Creation
 Notification Content
 Maintain Catalog

You will get a pop up with 2 options define Catalog and one for Edit Catalog.

Double click on the EDIT catalog option.

In the edit catalog page select the catalog ex: 5-causes and then click on create/ change button.

Click on new entries and give the code group name and the description and select the status of code
group as “Released”. Save it.

You will come to choose activity popup page in that double click on edit catalog give the catalog “S” and
click on create / change button.
Select your relevant code group and double click on the codes under dialog structure.

Click on new entries and give the code and the description.

Ex: POW- Power failure

PIC - Picture tube failure

EXP - Expiry………………………….etc.

Define Catalog Profile:

Catalog Profile is the combination of several catalogs.

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Notification
 Notification Creation
 Notification Content
 Define Catalog Profile

Click on New entries

Give the catalog profile name and description, press enter.

Double click on catalog / code groups under dialog structure, click on new entries give the catalog from
F4 and input “” in the code group (means all code groups are applicable)

Press enter and save it.

We have to assign catalog profile to notification type.

Assignment of Catalog Profile to Notification Type:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Notification
 Overview of Notification Type.
Select your notification type, double click on “Catalogs and Catalog Profile” under dialog structure and
give the name of the catalog profile and assign the catalogs (Ex: causes-5) and activate the

Check Box  class. Active [Check it in IW51]

STATUS PROFILE: [BS02] (All modules are using this T.Code only.)

In standard SAP there are 2 status profiles are available

1) System Status
2) User Status

System Status: Based on the state (situation) of the document system will update the status these
status called as System Status. We can’t control the system status means we can’t change/ delete
the system status.

Ex: Open, Being Process, blocked, closed, completed….etc

User Status: We can create our own status for any document in T.Code [BS02] with the help of
ABAPer and we can use the user status for purpose of work flow and also with the help of the user
status we can control subsequent documents.

{For sending Mail in SAP T.Code-SBWP

SAP1 – we can see all module standard reports here}

Tables regularly used by the SD,—VBAK,

VBAP,VBVP,VBEP,VBFA,VBRK,VBRP,LIKP,LIPS,KNA1,KNV1,MARA,JEST,NAST,VAPMA,J-1IRG23D,
J-1IEXCHOR, J_1IEXCDTC,J_1Imtchid, KNVV,VBPA

User status profile can be created and linked to any transaction in SAP except Delivery and Billing.

In-SD module: - User status profiles are created and assigned to transaction types and item category
[VOV8 & VOV7].

In CS Module: Status profiles are created and assigned to notification type and service order type.

Steps for creating the status Profile:

Go to T.Code BS02 Click on create, give the name of the status profile, description, language in the
popup window. Click on continue and save it.
Double click on the newly created status profile and click on the object type button. You will get a new
window where in system will show you allowed object types (transactions) activate the check for
maintain notification. Save it.

Click on the user status button and you will be directed to change status profile page.

Status No Status Status Text Indicator Lowest Highest

10 Int Initial  10 30
20 Unw under warranty 20 30
30 Bew beyond warranty 30 30

Initial Status: If you are going to assign multiple statuses to any documents it is mandatory to give one
status as initial status.

Lowest & Highest: From the above example for the initial status the lowest is 10 and highest are 30 it
means we can change the status from initial to under warranty or initial to beyond warranty.

Assign the status Profile to Notification type: Go to the” Overview of Notification Type “Node (path)
select your notification type and double click on status profile under dialog structure give the status
profile and save it.

Partner Determination Procedure: (S1 and SV are standard)

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Notification
 Notification Creation
 Partners
 Define Partner Determination Procedure and Partner Functions.
 Double click on Define Partner Determination Procedure Select Customer Service and click on
change partner.
 Click on new entries give the name for the PDP and Description Ex. ZX-Test Notification.
 Select the Procedure and double click on function in determination procedure under dialog
structure.
 Click on new entries and give the partner functions Ex. SP-Sold To Party, VU- User Responsible
SAVE it.
Assign Partner Determination Procedure to the Notification Type:

Go to overview of Notification type Node, select your notification type and double click on Partner
Determination Procedure under dialog structure.

Assign your Partner Determination Procedure to the Notification Type.

Save it.

SHOP PAPERS
SHOP PAPERS are nothing but output type which can be assigned to notification type and service
orders.

In CS module only the Script layout are used for shop paper (There are 2 methods for layouts script and
smart forms these are prepared by ABAP

SHOP Papers For Notification type:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Notification Print Control
 Define Shop papers Forms and Output Programs
 Double Click on Define shop papers( In this we are going go to give name of the shop paper other
activities are done by ABAP)
 T.Code for see the script SE71, SMARTFORM for Smart forms, in the list you can see the shop
papers in the first column and followed by script names and programs.

Assignment of SHOP PAPERS to NOTIFICATION TYPE: [By CS]

Generally there are 3 types of Layouts

1) Customer address Layout

2) Vendor Address Layout
3) NO address Layout

Double click on the same path Assign shop papers to notification type

Assign notification type save it.

Format LONG TEXT:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Notification
 Overview of Notification Type.
 Go to the “Overview of Notification Type” in the path and Select your notification type and
double click on FORMAT LONG TEXT under dialog structure.
 On the right hand side window activate  LOG LINE and  NO TEXT CHANGE OPTIONS, Save it
(Check this effect in IW51, input some info in long text and save it come back to IW52 and check
the info that you have entered in the subject long text.)

PRIORITY TYPE:

In the overview of Notification type selects the priority type “SM” (Service Priorities) for your
notification type

(3 types of priorities are there 1) HIGH (Within 3 hours)

2) MEDIUM (Within 3 days)

3) LOW (5days) (If not solved in this time it is ESCALTED-----escalated

time)

ACTION BOX:

Action Box is a concept under service notification which is used for creating subsequent documents
automatically. These are several actions provided by the standard SAP ex: Creating Repair Order,
Sending E-mail, Create quality notification etc.

Action Box contains list of actions.

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Notification
 Notification Processing
  Additional Functions
 Define ACTION BOX

Double click on “Define follow up functions” [we must use action box in any company]

Ex. Select the notification “S1” and double click o activities under dialog structure on the right hand side
window we can see the list of actions that are assign to the notification type “S1”.

On the right hand side screen select line create repair order action and click on details button.

(With the help of action box you can create subsequent document automatically from the source
document.)

In the details screen the functional module controls the functionality of the action. There are different
function modules available in SAP. We have to identify the right functional module to the right action
either by taking the reference of other standard notification type Ex. S1 or you can take help from the
ABAPer.

The following of the main settings for the action.

Select the notification type and double click on the activities click on new entries and give the function
name and description and give your notification type.

In the function module field assign the standard function module by taking the reference from other
notification types. Ex. QM06_FM_TASK_RMA_ORDER_CREATE……is the functional module for creating
the order.

And for sending E-mail QM06_FM_TASK_SEND_PAPER_ATTACH (For this you can create another ID in
SU01) ________________SU01 (Create employee)

ACTIVATING WARRNTY POPUP FOR SERVICE NOTIFICATION:

 SPRO
 PM & CS
 MASTER DATA IN PM & CS
 BASIC SETTINGS
 WARRANTY
 DEFINE WARRANTY TYPES

Activate  the check base for the types (Customer and Vendor Warranty)

Check the D.Box.not (Dialog Box at Notification Level)

 SERVICE ORDERS
Service Order in CS module is created to capture the details like which work center, which cost center,
what activity (task performed or work) inspection, planned duration, components (for replacement of
the product) etc.

Service order is integrated with the following modules and activities.

Service Order--- PP- ACTIVITY

CO- COST CENTER

PP- ACTIVITY

FI- ACTIVITY PRICING

MM- RESERVATION

MM-PURCHASE REQUISTION

PP-MRP

HR-EMPLOYEE

SD- QUOTATION

SD-INVOICE

PS- CATS (Time sheets of the employee & Tax)

Service Order also captures cost like planned cost and actual cost.

Service Order is the base for creating quotation & billing document (Resource related billing)

RRB: - Assigning the employee to the customer and charging the customer for no of hours of employee
worked.

DIP- PROFILE: is the concept supports creation of quotation and billing document from Service Order
(Dynamic Item Procedure)
DIP profile plays the role of the copy control for creation of quotation & Billing document from Service
Order.

The standard Service Order types in SAP are:

SM01

SM02

SM03

T.Code for Creating Service Order is IW31

We will not create Service Order manually in any of the process

In the IN house repair process service order is created from repair order (Sales Order)

In the Repair at site Process Service Order is created from service notification.

In the AMC Process Service Order is created with reference to contract.

Selling TV = Sales Order

Installing TV = Service Order

Service Order will also be created with reference to sales order (Custom Sales)

Ex: Scenario.

Customer order for the material RADAR to BEL

BEL will create a sales order with two line items one for RADAR and one is for Installation

Delivery will be created with reference to RADAR item & service order will be created to installation.

****Update your resume With Service Order (Installation DEMO etc.)****

Give the example of above scenario by saying we give Installation and demo along with the product sale

Installation won’t be delivery and item category group for this is DINE

In the Service Order the following are the main tabs***** (Interview Questions On this 3 TABS)

(A) Operations: In this tab we capture what is the work center, what is the activity, no. of hours and
control key.
(B) Components : In this tab we capture the list of Components is used for replacement
 (C) Cost: This tab capture Planned cost and actual Cost.
 Operations TAB
Control Key: Control key in SAP CS defines the kind of repair.

The standard control keys are

SM01: Is used for internal technician

SM02: External Technician

SM03: Internal (or) external technicians

SM01: Control Key is used if the company is using internal technician for the repair work.

SM02: is used if the company is using technician of external vendor SM02 Creates Purchase Requisition.

Sm03: Internal or External Technician.

This Control Keys are captured at Service Order Operation Tab.

©©©©©©**********COMPONENTS -TAB*********©©©©©©
In this tab will update all the components that are used for repair we have to input the material
number, quantity and item category.

In SAP there are 2 item categories that are “L”, “N”

L – Represents STOCK ITEM

N – Represents NON-STOCK ITEM

For a particular material, if you update the item category as “L” then system will create “RESERVTION”.

Based on this reservation number MM team will issue stock in the T.Code – MIGO.

If the item category is “N” then system will go and check the procurement type value of the material in
the material master under “MRP2” view (Whether in house production or external procurement)

I f the value in the procurement type is “E” – In House Production then system will run MRP (Material
Requirement Planning).

If the value in the procurement type is “F” – External Procurement then system will create purchase
requisition.
[Reservation, Number ranges are done by MM, And MMBE – To check how much stock is available]

NOTE: we have to give L, M item categories manually because (System don’t know whether the stock is
for sales persons special stock or for all [in make to order scenario]) so it has to give manually.

Configuration:
Create Service Order Types: (T.C-OIOA)

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Functions and Settings for Order Types
 Configuration Type

SM03 is the service order type which will be used for in-house repair process.

SM02 is the service order type which is used for repair at site process.

SM01 is the service order type which is used for which is for AMC

Based on the scenario select the appropriate service order type and create the “Z” order Type by
clicking copy-as icon.

The following or the settings for service order type.

Order category: 30

Revenue postings:  Check Box

For AMC and in house repair Process the revenue posting check box will be Unticked “ ”.

Because in AMC, contract is the revenue object and in In-House repair, repair-order is the revenue
object.

Only for the repair at site order this revenue posting check box will be activated.

 SETTLEMENT PROFILE: Based on the settlement profile value system will update the cost to the
cost receiver [ex. G/L Accounts, Cost Center etc.]
Example of Settlement Profile: “80”, and “80E”.
 In standard SAP 80 is assigned to SM01 & SM03 and where as 80E is assigned to SM02

Note: We will get details of Revenue Postings and Settlement Profile from FI team.

SE09 is the T.Code for Basis team to move data with transport request from one system to
another system.

Step-1

Select the standard service order type and click on copy as and rename the order type and
description and press enter and save it.

Step-2

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 General Data
 User status for Order
 Define Status Profile----------[OIBS/ BS02]

Double click on Define Status Profile for orders follow the same steps of notification status profile.

Under the object types activate Maintenance Order

Step-3

Assignment of the Service profile to the service order:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 General Data
 User status for Order
 Assign Status Profile to the service order----------[OIBS/ BS02]

Double click on user status type to order type, save it.

Step-4

Create Partner Determination Procedure:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Partner
 Define Partner Determination & Partner Function.
 Double click on Define Partner Determination Procedure
 Select Customer service and click on change partner
 Click on new entries and give the procedure name and description
 Select the procedure and double click on functions in determination under dialog structure
 Click on new entries
 Select the list of partner functions
 Press enter and save it.

Step-5

Assignment of Partner Determination procedure to service order:

Assign the partner procedure to the service order type by double click on assign PDP to order.

Step-6

Define number ranges:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Functions and settings for order types
 Configure Number ranges
 Click on edit groups
 And assign service order type to the group.

Step-7

Assignment order type to plant:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Functions and settings for order types
 Assign order type to maintain plant
 Click on new entries and maintain plant ID & Service order type.

Step-8

Credit Limit Check, Sales document Type for Service Order:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Functions and settings for order types
 Credit Limit check, sales document type for service order.

Note: IRC- Debit memo request for contract

 FD32- To check credit limit.

(VKM3- even though customer have no credit amount then also we can sell product to him, but
this process doesn’t work in CS module, we have to collect money from costumer then only do the
service means no credit.)

Credit Limit:

Based on the option that you select in this column system will do the credit checks during service order
creation .

Options Available:

(We can’t fix credit limit for sales level and service level individually, it must be fix at customer level)

IN HOUSE REPAIRE PROCESS

In this process Customer equipment or material will be repaired within the company premises, like
Plant, show room, Service center etc.

In house repair process starts with creation of service notification (Complaint). Service notification is
created with basic details like customer, serial number with reference to the service notification we
create repair order for doing the inbound delivery {for taking the stock from the customer}repair order
from the notification is created via “ACTION BOX”

The document type for the repair order is “RAS”. The following are the item categories that we use in
the repair order level.

Item category - description

IRRS - Repair Service Resource

IRRE - Return for repair

IRRP - Repair

IRAL - Repaired Goods delivery

IRLN - Repairs Debit Memo

IRLA - Pick up Replacement

IRLB - Send Replacement (Loan Device)

Loan Device: Service provider give or arrange temporally their material to get stop the customer’s
production due to the damaged material.

ITEM CATEGORY DETERMINATION:

Sales Doc.Type Item Cat Group Usage Higher level Item Cat Item Category

RAS NORM BLANK BLANK IRRS

RAS NORM R101 IRRS IRRE

RAS NORM R102 IRRS IRRP

RAS NORM R103 IRRS IRAL

RAS NORM R104 IRRS IRLB

RAS NORM R105 IRRS IRLA

RAS NORM R109 IRRS IRLN

Number Ranges:

For defining the number ranges for the transaction type RAS go to the transaction “SNUM” and give the
object “RV_BELEG” and click on number ranges, click on change interval, click on insert and give
interval and save.

END USER PROCESS:

STEP-1

Create Service Notification with type S1.

STEP-2

From the Action of the notification click on create repair order.

STEP-3

Go to IW52 click on document flow and take the number of repair order.

STEP-4

Go to transaction VA02 give the repair order number press enters

Select the line item click on repair button.

System will open the report page where in you can see the status “1” under “FOR RETURN”

STEP-5

Create inbound delivery with reference to repair order with delivery type”LR”.

Click on POST GOODS RETURN to complete the inbound delivery.

STEP-6

Go to transaction VA02 give the repair order number and press enter.

Select the line item click on REPAIRS button and you can see status “1” in Received.

STEP-7

Click on Back button and conform the POPUP message by clicking on YES.

Select “ALL” in the pop up message [Operation Selection Using Work Center]

Again click on “ALL” for another popup message [Operation Select]

Save the document.

STEP-8

Go to T.Code VA02 give the repair order number and press enter

Select the line item and click on Repairs and you can see the Status”1” in “Under Repair”.

STEP-9

In the repair window click on SM Order to see the service order.

STEP-10

Take the service order number and go to transaction “IW32” give the service number press enter.

Enterprise Structure Settings

Define Maintenance Plant:

Path:

 SPRO
  Enterprise structure
 Definition
 Plant Maintenance
 Maintain Maintenance Planning Plant
 Click on new entries
 Select only those plants where maintenance activity takes place
 Enter Save it.

Assign Maintenance Planning Plant to maintenance plant:

Path:

 SPRO
 Enterprise structure
 Assignment
 Plant Maintenance
 Assign Maintenance Planning Plant to maintenance plant
 Click on new entries
 Assign Maintenance Planning Plant to maintenance plant
 Enter Save it.

ImpSettings for Automatic Creation of Service Order from Repair Order

Setting 1: Make sure that the item category determination IRRP is done for order type RAS.

Setting 2: Assign the requirement type “SERP” to the combination of item category type + MRP Type

Ex: IRRP+ Blank= SERP

Setting 3: Go to the requirement class (204) which is assigned to requirement type SERP.

Setting 4: Order Type (Service order type) to be assigned to the requirement class.

STEPS TO FOLLOWED WHILE CONFIGURATION

1) Define Requirement Class:

Copy standard requirement class 204 and change the ID and Description and assign the “Z” order type
in the field order type and don’t do any changes in any value , Press enter save it.

Path:

 SPRO
  Sales & Distribution
 Basic Functions
 Available Check and Transfer of Requirement
 Transfer of Requirement
 Define Requirement Class.

2) Define Requirement and Assign Requirement Class:

Path:

 SPRO
 Sales & Distribution
 Basic Functions
 Available Check and Transfer of Requirement
 Transfer of Requirement
 Define Requirement Type.

Click on new entries and give the requirement type name and assign requirement class that is created
in the last step.

Ex. SERP- 204

3) Assignment of Requirement to the combination of item category and MRP type:

Select determination of Requirement type using transaction in the path and make sure that the
assignment of requirement type is updated to item category and MRP type combination.

Ex. IRRP + Blank = SERP

Define Scheduling Parameters for the service order type:

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Scheduling
 Set Scheduling parameters
 Select the standard entry and click on copy as icon
  Update your Plant and service order type.
 Press enter and Save it.

TASK LIST [IA05]:

Task list can be created in advance in the transaction IA05.

 Go to IA05,

Press enter.

 Give the description of the task list under group counter description field, assign the plant.
 Select the status “4-Realesed”
 Click on operation icon to assign work center , activity, control key number of hours
[Work center standard is PC-SERV]

IMAGE>>>>>>>>>>>>>>>>>>>>>>>>>

Click on Back Button and save it.

This TICKET coming regularly.

Assignment of task list to the combination of plant and product: [OISD]

In the IOSD T.Code we will assign the task to the combination of plant + service product

Click on new entries and give the Plant, give the service product.

Image>>>>>>>>>>>>>
Save it.

RMA [Return Material Authorization]

RMA is nothing but the repair order number + main item number

This number will be communicated to the customer to paste on the material during return delivery
Ex. 11787, 10000

SERVICE ORDER:

Go to the transaction IW32 give the service number and press enter.

Operation TAB:

Go to the operations TAB and you can assign multiple operations with work centers activity time,
number of hours.

The cost of the operations will be updated in the service order from the “KP26” transaction.

“KP26- Activity Pricing”:

 Go to the T.Code “KP26” and give the controlling areas “1000” press enter.
 Assign the value ‘0’ in the field version.
 Assign ‘1’ in the from period ‘12’ in to period.
 Give FISCAL year as current year
 Assign relevant cost center in cost center field.
[How to know cost center?
Go to the T.Code IR03 give your plant & work center and press enter.
Go to the costing tab and take the cost center number.]
 Give the activity type ex 1410.
 Click on over view button assign the value in fixed price field.
 After updating the operations go to cost tab and check whether the cost coming or not. If cost
not flowing then clock on determine cost button[calculator Icon]
Ticket
If Price in not maintain in cost center
Error: Messages were issued when costs were calculated (see log)
Ans: Go to KP26 maintain cost center cost.

Components TAB:
In this tab we update the list of the components that are used for replacements.
Based on the item category that you assign in this component system either creates
RESERVATION or PR (Purchase Requisition) or MRP (Planned Orders).
Testing for Item Category:
 Enter the material number in the component and give the item category as “L” press enter.
 Select the particular line item and click on general data icon make a note of the reservation
number and go to the transaction “MIGO” (in the transaction MIGO we will issue stock against
 this reservation.)
Save the service order.
 Go to MIGO, Select goods issue in the 1st Drop down.
 Select the reservation in the 2nd Drop down.
 Give the reservation number press enter.
 Click on “POST”

Interview Tip

The movement type used for issuing stock against reservation is 261

Testign-2 -With category “N”:

Enter the component, quantity and update the item category as “N” press enter and save it.

Go to IW32 transaction, select the component line and click on PURCHASING DATA Icon

Then we will see the PR number

The PR will be converted to the PO in the transaction “ME21N”.

And the PO will be sent to the vendor, vendor will supply the stock.

And MM department will do goods receipt in the transaction “MIGO” against purchase order.

Service order (For material requires)

Component Component Component

L (Stock Item) E internal purchase order

Testing 3:

Select the component which has the procurement type “E” and enter the quantity and assign the
item category “N”

Go to the T.Code MD04 give the material number plant and press enter.

You can see the service order and material in MD04 List.

For all the quantity system will create planned orders

And the PP module will convert to production order.

Actual Hours updation or conformation (T.Code IW41):

 For updating the actual hours the T.Code is IW41, give the service order number press enter.

If there are multiple operations in the service order you have to double click on the every operation
and update the actual hours worked, and save it.

Cancellation/ Reversal of conformation Actual hours: T.Code –IW45

GO to T>Code IW45, Give the Service order no. press enter.

Click on save button.

Give the reason for cancellation and click on back button.

Based on this IW41 actual hours updating system will update the actual cost in the service order.

Actual cost updation for the components:

Based on the item category in the components tab system will either create reservation, PR, Planned
orders. Once we do goods issue in MIGO transaction against reservation the only the actual cost of the
component will be updated in the service order.

In case of PR- PO actual cost will be updated the movement you do MIGO [goods receipt] against PO

In case of planned order- production order system will update the actual cost the movement you post
the production order or confirm the production order.

DIP Profile (DYNAMIC ITEM PROCESSOR) T.Code ODP1

DIP profile is used for material determination and also for transfer of planned cost and actual cost to
the subsequent documents like quotation and billing document.

DIP profile helps in transfer of planned cost from the source document to target document like
quotation DIP profile helps in transfer of actual cost from source document to target document like
debit memo request(Billing)

PS and CS modules use this DIP profile concept.

For the PS module the source document is WBS element (Work Break down Structure)

For CS module the source document is Service order.

The standard DIP Profile is 00000001, 2 & 3.

Path:
  SPRO
 Sales & Distribution
 Sales
 Sales Documents
 Customer Service
 Service NOTIFICATION/ RESOURCE RELATED Billing
 Profile for Resource related Billing/Quotation creation. ODPI
 Click on new entries give the profile name and description enter and save it.
 Select the profile and double click on the usage under dialog structure.
 Click on the new entries and maintain the usage “1”(Billing) and “11” (Quotation)
 Assign the relevant quotation and debit memo request document types under sales document
type fields.
Ex. DR/L2 for Billing
QT/AG for Quotation

Select the usage quotation a double click on the character sticks under dialog structure
Activate character stick relevant and material determination relevant check boxes for those
character sticks on which you want to do the filter.
Ex: Accounting indicator, Activity type, Cost center, Cost element, Work Center.
Double click on the sources under the dialog structure click on new entries and select “Planned
cost – Total Records” for usage quotation.
If the usage is the billing document then select actual cost/ total records.
Select the source and double click on selection criteria under dialog structure.
You can create the sets and assign the value in the SET
Ex.. If you want create a set for the activity Type, either you can approach FI team for the
Creation of sets in the transactions GS01 or give the set name in the set name field and Click on
set display/ process button.
Select the set type as basic set and press enter.
Assign the relevant value in the from value field.
Ex. 1410 saves and clicks on back button one time.

Material determination in DIP Profile:

By Using the material determination settings system will determine material numbers for service order
operations in the target document like Quotation and debit memo request.
 In the Service order under the operations tab we update planned hours for the combination of
activity and work center. Cost is calculated based on this hours and it has to flow in to the quotation
document under one material head [Line Item Conditions.]

We create a material of DIEN and we will assign under the material determination of DIP-Profile and we
will set the criteria for what material has to be determining for the operations.

Ex. In the standard DIP-Profile 00000001 the service material “SM-REPHOUR” will be determined based
on the criteria.

Criteria -1 Activity Type: 1410

Criteria -2 Cost center: 4100

If the same criteria maintained for more than one material then system will always pick the first
material and will determine in the quotation document.

Whatever the operation cost in the service order will be transferred to the quotation or billing
document as an “EK01” condition value.

EK01 is used to prepare PR00….EK01 is our cost. We will not show to customer, so we have to add PR00
to show to customer.PR00 is always more than EK01 price. If it is INHR Process we have to give PR00
manually.

Under the material determination of DIP profile if you maintain a blank entry under the
material/Service by activating material check box, System will pull all the components in the service
order to quotation.

Note: Service material under material determination is only meant for operations in the service order.

Note: Blank entry under the material determination is only meant for components of service order.

Assignment of DIP profile to the orders

Path:

 SPRO
 PM & CS
 Maintenance and Notification Processing
 Maintenance and Service Order
 Functions and settings for order type
 Credit limit check sales document types for service orders
  Assign DIP profile to the service order types.

DIP profile Assignment:

1) In the In house repair process the DIP profile will be linked or maintained at the item category
level that is “IRRS”.
2) For repair at site, and AMC scenarios DIP profile will be linked or assigned to respective service
order types in the SPRO.

In-House Repair Process:

In the In House repair process Quotation is created with reference to repair order.

Settings Required:

1) Create Document type and item category for the quotation.

2) Maintain copy controls between repair order and quotation in the T.Code VTAA
3) Create and assign status profile to the quotation document type.
4) Create quotation in T.Code va21 with reference to repair order.
5) The copy control should be maintained between RAS – QT.
6) No items will be determined from the repair order to quotation document.
7) Based on the service order operations and components we have to update manually in the
quotation creation.
8) Create a service material and update this material in the quotation creation and update the
operation cost to this service material.
9) Quotation contains mainly 2 material one for capturing operation cost and other one for
component cost.

Technical completion

Once the quotation is accepted the technician will start the repair and upon the completion of repair
service technician will update the actual hours in IW41.

And once the components are consumed for repair technician will do the”TECO” for the service order in
IW32

Go to IW32 cross check whether the actual cost is updated for operation and components.

Click on technical completion button (Black color Flag) conform the information messages by clicking
enter button

Outbound delivery
Once the service order is technically completed the status of 1 will be updated in for delivery in repair
order.

Go to va02 cross check whether the status of 1 is updated under repaired, for delivery from va02
transaction click on sales document and click on delivery.

Make sure that the delivery type is LF does the PGI

Come back va02 and check the status of one it will be updated under the head delivered.

Creation of billing document with reference to service order. [dp90]:

Go to DP90 input service order number press enter and click on billing request icon. Confirm the
messages by clicking yes.

Creation of billing document from repair order.

From the previous step system will create only the debit memo request item in the repair order.

Go to va02 click on editDisplay Range all items

You can see total 5 items will be updated with following item categories.

IRRS, IRRE, IRRP, IRRL, IRIN/IRLN

For create of the billing document click on sales document BILLING and the billing type is FR

Prerequisites.

1) Copy controls between RAS and FR T.Code is VTFA

2) Assign the billing type FR to the document type RAS under Order relevant billing type in billing
section(VOV8)

In the In house repair process under warranty scenario no quotation and billing documents are created.

Repair at Site
In the repair at site scenario the technician will go to the customer place for doing the repair.

So there is no process of doing or creating repair order, inbound delivery, outbound delivery

The service order type for repair at site scenario is “SM02”

The following are the settings for SM02 order type

Category 30

Revenue postings check box to be activated

Settlement profile 80E

DIP profile assignment to the service order:

In the repair at site scenario the assignment of DIP profile will be done to the service order types.

In this scenario the quotation and billing document will be created with reference to service order.

Assign the DIP profile under credit limit checks sales document types for service orders.

In the repair at site process the material will be shipped to the customer with advance shipment option.

By using this option we can create a sales order for all the components that are created a sales order
for all the components they are requested for repair and can be sent to the customer place in the
regular sales process.

Once this advance shipment is done and technician services the material, the material would be
consumed for repair.

The document that are used in advance shipment scenario are

Sales document type OR

Delivery type LF

Billing F2

Copy controls to be maintain in above 3 document sin VTLA VTFL

If you want to use default operation for particular material then do the settings in OISD transaction.

Steps of Repair at Site Process

1) Create service notification

2) Click on service order icon in the notification document
3) Input the value like service order type, business area, work center, plant, in the popup presses
enter.
4) Click on back button and save it
 5) In the change mode of notification IW52 click on document flow from and make a note of service
order number.
6) Go to IW32 and update operations and components.
7) Go to cost tab and click on calculator button to determine cost.
8) Go to DP80 and create quotation for service order.
9) Go to IW32 and accept the quotation in order function accept quotation.
10)After accepting the quotation save the service order and go to IW32 again and release the
service order by clicking the Green Flag.
11)GO to the components tab select the list of components and click on advance shipment
Icon(truck Icon)
12)Make sure that you assign order type OR & sales area in the popup message & press enter.
13)System will take you to the order creation page.
14)Click on back button and save the service order.
15)Go to IW32 click on document flow and note the sales order number(Advance shipment
number)
16)Go to VA02 and process the sales order by creating delivery and invoice
17)Go to IW41 give the service order no and update actual hours worked
18)Go to IW32 and check the whether the actual cost of operations is coming or not and click on
technical completion button.
19)Go to DP90 input the service order number and click on billing request.
20)System will create debit memo request.
21)Go to IW32 and copy the debit memo request number from the document flow.
22)Go to transaction VA02 create the invoice with reference to debit memo request.

AMC-Annual Maintenance Contract

It is an agreement between customer and company for the list of services for a particular material at
regular intervals with in validity periods.

The sales document type for AMC contract is WV/ SC

Process Flow:

1) Create contract
2) Create task list
3) Create maintenance plan
4) Schedule maintenance plan
The following are configuration settings for AMC

1) Create sales document WV and assign the number ranges

2) Maintain the entries in OISC transaction
3) Make sure that the maintenance plan category SM or SA is maintained in the configuration
under
SPROPMCS maintenance plan, work center, task list and PRTs maintenance plan set
maintenance plan categories
4) Define number ranges for maintenance plan…..same path --.define number ranges for
maintenance plan

Steps for AMC

Create contract (VA41)

Create task list (IA05)

Create maintenance plan (IP50)

Scheduling maintenance plan (IP10)

GANTT view (IP19)

OISC:

Click on new entries give the plant and give the service object ID as 06, give the service product as one
year AMC and then order type as SM01

Give the work center and plant assign business area 8000 and assign the task list in the group save it.

Maintenance plan:

In this transaction we will link the service interval along with the plant, task list, and work center order
type to an AMC contract.

IP50 is the T.Code for create maintenance plan

IP02 is the for change

IP03 is for the display

Go to IP50 select the maintenance plan as SA.

Assign the contract number in sale document and contract item number in the item field and assign the
planning plant press enter.

Give the description of the maintenance plan and assign the time interval or service interval in cycle/
unit field

Ex. One month

Cross check plant order type work center task list is updated correctly or not.

All items values will be flow from OISC

Save it.

Schedule maintenance plan:

In this transaction we will schedule when the maintenance plan has to start.

Go to IP10 give the maintenance plan number which is created in the last step and press enter.

We will come to the maintenance plan page Click on start conform the popup message.

Save it.

GANTT VIEW:

Maintenance scheduling overview and simulation:

Go to IP19 give from and to date and select the check box with maintenance plan

Select the radio button maintenance item over view.

Select the radio button Graphical item over view.

Give the maintenance plan number in maintenance plan field and execute.

Create Contract (VA41)

The following are the configuration settings to be done for the item category WVN

Billing relevance – I

Billing plan type – 02

Un-tick schedule line allowed Check box

The document type for the contract is WV.

Item category determination is

WV+LEIS+Blank+Blank= WVN

Before creating the contract, create the service material or DIEN material with description ONE year
AMC

Create the contract in VA41 and assign the service material and assign the quantity as 1

Select the line item click on extras-technical objects and assign relevant materials which are under
cover the AMC

Double click on the line item go to the condition tab and assign the price.

Go to the billing plan tab in the item level and check whether the billing dates are updated with billing
value.

We can control the interval for creation of billing by modifying the value in rule for horizon field

Make sure that the contract start and end dates are updated correctly.

Billing Document creation

Go to VF01 give the contract and press enter save it.

Third Party Service

The order type used in third party service is [SM02].

Process Flow

1) Notification s1/s3

2) Service Order SM02

3) Service conformation

4) Invoice

Notes:
 a) No components will be updated in this third party repair.

b) Control key SM02 will be used in this operations tab of the service order.

c) Purchase requisition is created from the SM02 control key

d) Purchase requisition will be converted to the purchase order (By MM)

e) PO will be sent the Vendor and based on the PO details vendor will send technicians to
customers place.

f) Once vendor completes the repair he will confirm back to the company about the completion of
repair.

g) We will capture all the list of services performed by the vendor in the SAP system(ML81N)

h) Vendor will send the invoice for the repair done to the company

i) We capture vendor invoice in SAP in transaction MIRO

j) Go to IW41 and update the actual hours.

k) Go to IW32 and go to the TECO

l) Create debit memo request in DP90 transaction.

Process

 Create service notification of S3

 From the notification screen click on service order icon and update the details service order type
(SM02), Business area, Plant and work center save the document and make a note of service
order number.

 Go to the IW32 transaction and go to operations tab and update the control key SM02 or SM03

 Select the line and click on external and give the description, quantity, unit of measure.

 Click on back button and save.

 Go to the change service order select the line item in the operations tab click on the external and
click on the purchasing date icon to view the PR number.
  Create PO with reference to PR.

 Go to transaction ME21N Select the PO type as NB give the purchase requisition number and
press enter.

 Give the vendor number and give the item category as D In the PO item level under service tab
update the list of services requested with quantity and price and save PO

Service entry Sheet with Reference to PO

 Go to ML81N click on other purchase order icon give the purchase order number and press
enter.

 Click on create button and give the short text

 Click on service selection Button

 Select the radio button “Purchase order” press enter.

 Select the service line and click on copy as.

 Click on release Green Flag and Save it.

Invoice Receipt against Purchase Order.

 Go to transaction MIRO Select purchase order/ scheduling agreement under PO reference tab
and in put the PO number and press enter

 Activate the check box in booking OK column

 Go to the basic date TAB enter the same amount as shown in the balance in amount field save it.

 Go to the IW41 update the actual hours.

Service Conformation(TECO)

Go to IW32 transaction and click on technical completion Flag.

Note: If the material is coming inside and company decides to send it to the vendor then the
process will be

Create Notification
 Create repair order

Create inbound delivery

Send the stock to the vendor with movement type 501 in the transaction MB1C

Receive the stock from the vendor with movement type 502 in transaction MB1C

Do outbound Delivery from repair order.

MASTER WARRANTY
Master warranty will be created in the scenarios where in if the company is providing different
services for the same product with different validity dates under warranty time then master
warranty to be created.

 Go to transaction BGM1 and press enter. Give the description of the warranty and select
warranty type as customer warranty.

 Under the services tab give the description in text field and press enter.

 Select the line item and select count tab.

 Select the relevant warranty counters Ex. Warranty_time

 And maintain the time period in warranty counter value field.

Create of Warranty Counters:

Go to CT04 and give the counter name Ex.Warranty_time in the field characteristic and press enter.

If you want to change unit of measure change in CT04

Assignment of master warranty to Equipment

Go to transaction IE02 gives the equipment number and presses enter.

Assign the master warranty number in customer warranty section and Remove warranty END date.

Configuration Settings

SPRO PMCS Master Data in PMCS Basic Settings warranties defines warranty counters.
If you create new warranty counter in CT04 you have to assign warranty counter in this node (to come
F4 list of BGM1)

Define Number ranges for warranty

Define number ranges for warranty Types

Repair Procedure

In the In house repair Process only we use this repair procedure concept.

SPRO S&D Sales Sale Documents Customer Service Returns and repair processing define
Repair procedure

We will assign the repair procedure to the main item category (Ex. IRRS) in the T.Code VOV7.

Stage Description action Description Count Manual Default

101 Accept Repair 101 return 

101 Accept Repair 104 Send Replacements

102 Start Repair 102 Repairs 01 

103 103 04 

Repair procedure contains Stages and actions.

Settlement Of Service Orders

Settlement has to be assigned to the service order before releasing the service order.

Settlement like what cost center, or G/L account or WVS element etc. (Cost receivers)

Go to IW32 give the service order and press enter and click on settlement rule button CTRL+F6

Select the cost receiver category Ex. CTR (Cost center)

Assign the relevant cost center in the settlement receiver fields

Give the percentage of settlement in the percentage field

Actual settlement to the relevant cost receiver (BY FI) In T.Code KO88.