Issue Related to CS { Customer Service order }..Revenue settlement in COPA

A CS order was created with correct partner information, however with the revenue settlement in COPA, the correct partner profit center was not derived. The derived profit center is incorrect and can lead to incorrect data/figures.

Dear amitha,
Please check your work center.
In work center you can find Cost center.
In cost center(KS02) you can find Profit center. Change the right profit center here it will impact on your service order.
Let me know if you need more clarity on this.
Thanks & Regards
Raj

Similar Messages

Customer Service Order

My client will soon be implementing customer service order and I need to know what are the FI and CO entires related to a creation of a CS order. ....
eg... I know expenses and materials will be assigned to a cs order.... so will it hit the FI system or will they be managed in CO until the CS order is settled?
how is WIP calculated for a CS order?
Thanks

Hi,
When you issue goods to service order,
The inventory gets Dr & Credit, at this time it is not hit to P&L account,
Once if you make any invoice(Resource related billing), then revenue come, and after order settlement,the revenue which is genrated from this order & whatever cost like labour cost & cost of components is hit to COPA,(It flow in P&L accounts),
If you don't want to flow this cost of goods used for order then
IW32 (Change service order) >>> Component tab >>> Select component >>> click on genral data >>> Costing relevancy - Make it not relevent for costing.]
Kapil

Object Link to Customer Service Order

I have setup the object link in DMS and was able to insert the Customer Service Order to a Document Number. However, I do not see the Document Number when I view a Customer Service Oder. What is the correct path to view the Document Number from a Customer Service Order?

Hi Christoph,
I have already maintained the screens for object link (AFKO). I created a new screen as well and therefore I was able to assign the Customer Service Order in transaction (CV01N/CV02N).
However, when I go to the Customer Service Order (IW32 / IW33), I wasn't able to see the Doc Info Rec number.

Customer service Order settlement

Resource related billing.
I created a Service Order. I finished all the steps from Create Order to Billing VF01.
Next Service Order Settlement. I did not activate Profitability. I freezed the settlement profiles and allocation structure.
I configured the settlement to Sales document item.
I cannot settle the order. if I give Sales document also in settlement rule order is not accepting.
Suggest.

Error message.
Maintain the settlement rule of the sender.
I have maintained the settlement rule. I have assigned a settlement cost element to receiver category as SDI.
I got the error message when i do settlement.

Customer service order subtabs

Hi All
I have configured in ECC6.0 the CS order types
but I m not gettting the sub tabs under header Tab as customer address ,order address ,object address
please address where I am wrong any confirguration is missing
Regards
pratap

The standard practise will be to copy SAP standard order types SM01,SM02 or SM03 and then change the settings as required.
Sarang

Customer service order Form

Dear all ....
I have a problem with output the data of the fleet object (license num, chassis num ..... )found in the equipment master record to the service order form (PM_Common) with printing program (RIPRJT00).
I have make a Z copy from the form and i have made the following changes in order to have these data in the printout but till now i can't have these data , so please help me to find the reason ..
I have created a program with the following code..
REPORT ZZCS0002.
TABLES FLEET.
TABLES AFIH.
TABLES EQUI.
FORM Fleet_Data TABLES IN_TAB STRUCTURE ITCSY OUT_TAB STRUCTURE ITCSY.
DATA:
I_ORDER TYPE CAUFVD-AUFNR,
I_EQUIPMENT TYPE RIWO1-EQUNR,
I_OBJECT TYPE RIWO1-OBJNR,
I_CHASSISNUM TYPE FLEET-CHASSIS_NUM,
I_LICENSENUM TYPE FLEET-LICENSE_NUM.
READ TABLE IN_TAB WITH KEY 'CAUFVD-AUFNR'.
MOVE IN_TAB-VALUE TO I_ORDER.
READ TABLE IN_TAB WITH KEY 'RIWO1-EQUNR'.
MOVE IN_TAB-VALUE TO I_EQUIPMENT.
READ TABLE IN_TAB WITH KEY 'RIWO1-OBJNR'.
MOVE IN_TAB-VALUE TO I_OBJECT.
SELECT SINGLE FLEET~LICENSE_NUM
INTO I_LICENSENUM
FROM AFIH INNER JOIN EQUI ON EQUIEQUNR = AFIHEQUNR INNER JOIN FLEET ON FLEETOBJNR = EQUIOBJNR
WHERE AFIH~AUFNR = IN_TAB-VALUE
AND FLEET~OBJNR = IN_TAB-VALUE
AND EQUI~EQUNR = IN_TAB-VALUE.
READ TABLE OUT_TAB WITH KEY NAME = 'I_LICENSENUM'.
IF SY-SUBRC = 0.
OUT_TAB-VALUE = I_LICENSENUM.
MODIFY OUT_TAB INDEX SY-TABIX.
ENDIF.
IF I_LICENSENUM IS INITIAL.
I_LICENSENUM = 'NONE'.
ENDIF.
ENDFORM.
and i have made the following changes to the sapscript form ...
/:   PERFORM FLEET_DATA IN PROGRAM ZZCS0002
/:   USING &CAUFVD-AUFNR&
/:   USING &EQUI-EQUNR&
/:   USING &EQUI-OBJNR&
/:   CHANGING &I_LICENSENUM&
/:   ENDPERFORM
T2   CHASSIS NUMBER : &I_LICENSENUM&

Hi Adel.
Please use tthe following code
SELECT SINGLE FLEET~LICENSE_NUM
INTO I_LICENSENUM
FROM ( ( AFIH INNER JOIN EQUI ON EQUI~EQUNR = AFIH~EQUNR )
                      INNER JOIN FLEET ON FLEET~OBJNR = EQUI~OBJNR )
WHERE AFIH~AUFNR = I_ORDER
AND FLEET~OBJNR = I_OBJECT
AND EQUI~EQUNR =I_EQUIPMENT.
                       or if your where condition is according to your requiremnet means use below code.
SELECT SINGLE FLEET~LICENSE_NUM
INTO I_LICENSENUM
FROM ( ( AFIH INNER JOIN EQUI ON EQUI~EQUNR = AFIH~EQUNR )
                      INNER JOIN FLEET ON FLEET~OBJNR = EQUI~OBJNR )
WHERE AFIH~AUFNR = IN_TAB-VALUE
AND FLEET~OBJNR = IN_TAB-VALUE
AND EQUI~EQUNR = IN_TAB-VALUE
instead of your below code.
SELECT SINGLE FLEET~LICENSE_NUM
INTO I_LICENSENUM
FROM AFIH INNER JOIN EQUI ON EQUI~EQUNR = AFIH~EQUNR INNER JOIN FLEET ON FLEET~OBJNR = EQUI~OBJNR
WHERE AFIH~AUFNR = IN_TAB-VALUE
AND FLEET~OBJNR = IN_TAB-VALUE
AND EQUI~EQUNR = IN_TAB-VALUE.
plz reward points if helpful
Thanks,
Suma.

Resource Related Billing for Customer Service

Dear Gurus,
Kindly explain the step by step configuration of RRB for Customer Service in SD.
Points will be rewarded for the answers.
Thanks & Regards,
PIPPERA

Hi,
The following will be steps in RRB.
1. Set up DIP profile configuration in ODP1 & link your debit memo request doc type here.
2. Link all the activity types/material/GL a/c here.
3. Configure your item category, and assign the DIP profile there.
Run DP90 to do RRB, It will create the debit memo request.
For further details you can go thru the below link:
http://help.sap.com/printdocu/core/Print46c/en/data/pdf/SDBILRB/SDBILRB.pdf
Thanks

SM - Service Order - TECO: Settlement rule (PSG)

Hi Experts,
I would like to know where can I maintain the default values of the Account Assignment in Profitability Segment? When TECOing a service order, I use PSG as the settlement rule. I would like to make the system automatically determine the profit center based on plant and business area.
Thanks in advance.
Regards,
nasj

Nasj,
Please post this query in "ERP Financials" forum for better response.
Regards,
Prasobh

Plant Maintenance / Customer Service Orders - Component Data

I asked this question yesterday but was told to go and look at SAP Help. Which I had done anyway but i've looked again and I'm still confused. On our SAP ECC system we use PM/CS Orders. I can see that I can extract the data from these orders using the 2LIS_17 & 2LIS_18 (Cubes 0PM_C04 & OCS_C03) . However these dont show the linked component data it's pureley operation data. I can see there is a goods movement cube that shows goods movements but is there any standard PM/CS cube that show stock and nonstock components that are linked to operations?
Thanks
Joel

Hi,
Thanks for your suggestion.
I've also already turned on the BC for inventory management and I can see the stock / non stock data there but i want to actually link it to the operation on the order. If the inventory management stuff si the only way to do it I guess we'll have to see if there is anyway of customising to get there.

Production Order Variance Settlement to COPA

Hi gurus,
Do i have to create the cost element for the settlement of production orders to COPA ?
When i have a negative variance i can settle correct with the cost element created.
When i have a positive variance i can not settle with the cost element created. The system ask to update the PA transfer structure with the cost element.
What do i need to do, create or not the cost element ?
Regards

Hi,
Did you run KKS1/KKS2 before settlement? If you have only execute the settlement, variances will usually not calculated automatically.
regards,
Ronny

To display the actual revenue on ERP Service order

Hi ,
I am working on below scenario
1) i am using a service order type for which the revenue posting is active.I am creating a service order for a customer
2) Booking Planned resources , adding DIP profile to create the resource related billing
3) doing actual consumption of resources
4) Creating resource related billing request from service order using DP90
5) I am able to see the Planned revenue on my service order
6) creaing Billing document from the billing request
5) Receiving cash payment agasint the billing document
6) But when i am trying to see the actual revenue on the service order it is not showing me up there.
Can you please let me know what configuration setting i am missing here
Amar

Dear,
A. Please do ensured your DIP profile consitancy inODP2 or ODP2A
B.Try confirming one item at a time (ie labour, material or GR/GI)
C.Create a billing request (DMR) manually via TCode VA01 and add the material that should have been determined via DP90. This will check that the sales order and material master data is correct.
D.You can simulate creating billing requests in DP90 via menu: Goto->Simulate sales....
E.Ensure that your blank-entry for material determination in the DIP profile is the last entry
F.Ensure you have planned/actual costs on the service order (Cost tab)
In DIP customizing you can associate a specific material master to some events in the service order, all you have to do is to set in material determination the right billing material related to the service material.
Also refer the OSS Note 545095 FAQ: Billing/accrual/quot./results analysis and 301117.
Regards,
R.Brahmankar

Sales of Service with Service order - Material issue

Hi all,
I created one sales order with a service material (Service product) which trigger a Service order.
When I am trying to issue the material against this Service order, system shows an error "Sales order stock does not exist" in MIGO.
Please advice me to solve this issue.
Thanks inadvance,
Babu.K

Dear Pete,
Requirement Class = 203
Settings as follows
SD availability check --> Checked
Transfer of requirements --> Checked
Allocation Indicator --> blank (No consumption with customer requirements)
Product allocation active --> Checked
Requirements record not relevant to MRP --> blank (Requirement planned)
Cnfig allowed / reqd --> blank
Consumption of Config -->blank
Assembly type -> 2 (Production order, network or service (static processing))
Generate Sales Order Cost Estimate --> unchecked
Automatic start of make-to-order in background mode --> Unchecked
Order type --> ZS11 (our order type to be triggered from sales order)
and other fields are kept unchecked and blank
Babu
Edited by: BabuCS on Aug 17, 2009 5:11 PM

Need to capture Vendor code & Service Order no during Goods Issue

We have a typical req of tracking Goods issued to contractors to whom Service Orders ( Labour jobs ) is awarded. Even though contract is pure labour type , we intend to track materials issued against work orders.Std transaction of Goods issue to Purchase order can not be done here as materials are already lying in stocks but when issue to Contractor who is working in our premises , we need to track Goods issue against Work Order no in SAP as well as Vendor code , If these things get captured , we will customise the report.
Umesh Bagul

Hi,
You can make Goods issue from MIGO with Movement Type-261.
Capture the details as follows
MIGO -> Goods Issue > Other > 261
Maintain Work Order Number in Material Slip
And the maintain Vendor code in Partner Details ,you can find this tab under Item detail field.Field name -Vendor Code
THen there is no need to make seprate Z report.
You can find all these details through MB51.
Regards,
Sandesh Sawant

Customer service(CS)

Hi Gurus,
Where can i cofigure Service material(LEIH) to activity types in CS?
Quick help will be appreciated.
Regards,
Vikas

dear vikas
Customer Service (CS)
Contents
Customer Service (CS)..................................................................................8
Overview...................................................................................................................................9
Customer Service (CS) in IDES.............................................................................................10
Introduction........................................................................................................................11
Organization.......................................................................................................................12
Characteristic Values and Special Features.......................................................................14
Note for IDES Processes in the Customer Service Area....................................................18
Service Processing................................................................................................................19
Selling a Serialized Product and Creating an Equipment Master Record........................20
Data Used During This Process..........................................................................................21
Creating a Sales Order for a Serialized Product.................................................................22
Creating a Delivery..............................................................................................................23
Creating a Billing Document................................................................................................25
Checking the Sales Document Flow (Optional)..................................................................26
Creating the Equipment Data..............................................................................................27
Related IDES Processes.....................................................................................................29
Service Management - Spare Part Delivery.........................................................................30
Data Used During This Process..........................................................................................31
Creating a Service Notification and a Spare Parts Order...................................................32
Creating a Spare Parts Order.............................................................................................34
Creating the Billing Document............................................................................................35
Performing a Service Order and Billing...............................................................................36
Additional Process Information...........................................................................................38
Data Used During This Process..........................................................................................41
Creating the Initial Situation................................................................................................42
Entering a Problem Notification and Creating a Service Order..........................................43
Processing a Service Order................................................................................................45
Confirming a Service Order.................................................................................................47
Creating a Billing Request (Resource-Related Billing).......................................................50
Creating a Billing Document................................................................................................52
Settling and Completing the Service Order.........................................................................53
Displaying Line Items in Profitability Analysis.....................................................................55
Displaying a CS Report in Profitability Analysis..................................................................57
Returns and Repair Processing............................................................................................59
Additional Process Information...........................................................................................60
Data used during this Process............................................................................................63
Activating the QM Check.....................................................................................................64
Creating the Service Notification and the Repair Request.................................................66
Posting the Goods Receipt of a Piece of Equipment to be Repaired.................................68
Processing the Technical Check.........................................................................................70
Displaying the Repair Request and the Service Order.......................................................71
Editing the Service Order....................................................................................................72
Processing and confirming the Service Order....................................................................73
Technically Completing the Service Order..........................................................................76
Delivering the Repaired Piece of Equipment......................................................................78
Creating the Billing Request................................................................................................79
Invoicing the Repair Request..............................................................................................80
4 April 2001
SAP AG Customer Service (CS)
Settling and Completing the Service Order.........................................................................81
Analyzing the Result of the Repair request.........................................................................83
Deactivating the QM Check................................................................................................84
Creating a Service Order from a Sales Order......................................................................85
Additional Process Information...........................................................................................86
Data Used During This Process..........................................................................................88
Entering a Customer Notification and Creating a Service Order........................................90
Setting an Service Order to.................................................................................................93
Processing the Service Order.............................................................................................95
Settling the Service Order...................................................................................................98
Invoicing the Sales Order....................................................................................................99
Analyzing the Cost Report in the Sales Order..................................................................100
Settling the Sales Order....................................................................................................101
Analyzing Line Items in the Financial Statement..............................................................102
Processing Telephone Calls in a Call Center....................................................................104
Data Used During This Process........................................................................................105
Preparations: Assigning the CIC Profile............................................................................106
Preparation: Defining the Work Center.............................................................................108
Processing a Customer Call (Variant A)...........................................................................109
Processing a Customer Call (Variant B)...........................................................................112
Service Contracts.................................................................................................................114
Processing Service Contracts with Periodic Billing.........................................................115
Data Used During This Process........................................................................................116
Creating and Delivering Sales Orders..............................................................................117
Creating the Equipment Master Record............................................................................120
Creating Service Contracts for Maintenance of Customer Equipment.............................122
Maintaining Price Agreements in the Service Contract....................................................123
Service Processing and Resource-Related Billing (optional)...........................................124
Performing Periodic Billing Document..............................................................................125
Settlement of Service Contracts.......................................................................................127
Creating Service Contracts (Nonconfigurable).................................................................129
Creating Service Contracts with a Configurable Service Package...................................131
Creating Service Contracts with a Preconfigured Service Package.................................133
Displaying Line Items in Profitability Analysis...................................................................135
Displaying a CS Report in Profitability Analysis................................................................137
Service Processing and Resource-Related Billing with a Service Contract..................139
Data Used During This Process........................................................................................140
Creating a Service Order from a Notification....................................................................141
Assigning Components and Releasing a Service Order...................................................144
Posting Goods Issues for a Service Order........................................................................145
Confirming a Service Order...............................................................................................146
Creating a Billing Request.................................................................................................147
Creating a Billing Document from a Billing Request.........................................................149
Settling the Costs of the Service Order to the Service Contract.......................................150
Spare Parts Delivery with a Service Contract...................................................................153
Additional Process Information.........................................................................................154
Data Used During This Process........................................................................................155
Creating a Service Notification and a Spare Parts Order.................................................156
Creating a Spare Parts Order...........................................................................................158
Creating the Billing Document..........................................................................................159
Controlling...........................................................................................................................160
April 2001 5
Customer Service (CS) SAP AG
Controlling for Services.......................................................................................................162
Additional Process Information.........................................................................................164
Data Used During This Process........................................................................................165
Displaying a CS Report in Profitability Analysis................................................................166
Displaying Line Items........................................................................................................168
Executing an Existing Report in Profitability Analysis and Getting to Know Reporting Functions.....................................................................................................................169
Additional Process Information...............................................................................170
Data Used During This Process.............................................................................171
Setting Up Parameters in Your User Profile...........................................................172
Selecting a Report in CO-PA..................................................................................173
Drilling Down to the Lowest Level (Including Line Item Detail)..............................175
Line Item Analysis (Including Integration with MM and SD)...................................179
Report-Report Interface..........................................................................................181
Displaying Attributes...............................................................................................182
Hit Lists...................................................................................................................183
Changing the Report Currency...............................................................................184
Displaying and Creating Exceptions.......................................................................185
Workflow in Customer Service...........................................................................................187
Workflow - Service Management........................................................................................188
Additional Process Information.........................................................................................189
Data Used During This Process........................................................................................190
Logging the Service Notification.......................................................................................191
Processing and Completing the Service Notification........................................................192
6 April 2001
SAP AG Customer Service (CS)
April 2001 7
Customer Service (CS) SAP AG
Customer Service (CS)
Customer Service (CS)
Overview
Customer Service (CS) in IDES
Service Processing
Selling a Serialized Product and Creating an Equipment Master Record
Service Management - Spare Part Delivery
Performing a Service Order and Billing
Returns and Repair Processing
Creating a Service Order from a Sales Order
Processing Telephone Calls in a Call Center
Service Contracts
Processing Service Contracts with Periodic Billing
Service Processing and Resource-Related Billing with a Service Contract
Spare Parts Delivery with a Service Contract
Controlling
Controlling for Services
Workflow in Customer Service
Workflow - Service Management
8 April 2001
SAP AG Customer Service (CS)
Overview
Overview
Customer Service (CS) in IDES
April 2001 9
Customer Service (CS) SAP AG
Customer Service (CS) in IDES
Customer Service (CS) in IDES
The following documentation displays the organization of the Customer Service in IDES as well as the embedding of this service organization into the complete IDES enterprise. Above that, you will get an overview on the characteristics and specifications of the Customer Service module within IDES.
Introduction
Organization
Characteristic Values and Special Features
Note for IDES Processes in the Customer Service Area
10 April 2001
SAP AG Customer Service (CS)
Introduction
Introduction
The IDES AG produces PC workstations for use in commercial or technical areas. The enterprise offers services for these products (installation, maintenance, repair). For some customers, the service agreements are determined via service contracts. Other customers, however, order services individually. The service measures are carried out either in the IDES service plant or at the customer location.
April 2001 11
Customer Service (CS) SAP AG
Organization
Organization
Planning Plant
The workstations are produced in the Dresden plant (1200) of the IDES AG (production plant). This plant is responsible for the planning and preparation of service measures (maintenance planning plant). The service measures are also executed in plant 1200.
Plant
Description
1200
Dresden
Work Center
Service technicians are collected into service groups using work places.
Work center
Description
Assigned Technician (personnel number)
PC-SERV
TS technician north (DE)
1522, 1523,1525, 1528, 1529
PC-SERVS
TS technician south (DE)
1504, 1505, 1500
PC-REP
Repair center
1955, 1956
PC-HELP
Help desk
1957, 1958
Planner Groups
There are three planner groups in the service plant that are responsible for materials planning for the work centers.
Planner group
Description
200
Service north
201
Service south
202
Repair service
Sales Organization in the Service Area
The sale of services and spare parts is handled by sales organization 1000. All sales activities in the service area are represented in this sales organization through an individual distribution channel. Sales in IDES occur across divisions through division 00. The following table lists the combinations of sales organization, distribution channel, and division that represent the sales area. This is used to enter all contracts, replacement part orders and other sales orders in the service area.
Organizational Unit
Key
Description
Sales organization
1000
Germany
Distribution channel
14
Service
Division
00
Cross-divisional 12 April 2001
SAP AG Customer Service (CS)
Organization
Integration with Financial Accounting
Service plant 1200 is assigned to company code IDES AG. Within this company code, the service represents its own business area. The service objects are assigned to this company code and business area. This assignment is transferred to a service order for this object. For service contracts, replacement part orders, and other sales orders, business area 8000 is derived from the sales area 1000/14/00.
Organizational Unit
Key
Description
Company code
1000
IDES AG
Business area
8000
External service
Integration with Controlling
Company code 1000 belongs to controlling area 1000 (Europe). From the Profitability Analysis perspective, this controlling area belongs to operating concern IDEA.
Organizational Unit
Key
Description
Controlling area
1000
CO Europe
Operating concern
IDEA
Operating concern IDES global
Integration with Materials Management
From the Materials Management perspective, all materials used for service measures are administered in plant 1200. Replacement parts and external services are procured via sales organization 1000.
Organizational Unit
Key
Description
Plant
1200
Dresden
Warehouse
0001;
1500 to 1507
Material storage;
Service vehicles 1 to 8
Purch. organization
1000
IDES Germany
April 2001 13
Customer Service (CS) SAP AG
Characteristic Values and Special Features
Characteristic Values and Special Features
Service Customer
IDES provides services for external customers. Long-term contracts exist for specific customers to process the service agreements.
Customer number
Name
Service contracts
1032
Institute for Environmental Studies
Yes
1034
ERL Freiburg
Yes
1171
Hitech AG
No
1172
CBD Computer Based Design
Yes
1177
Computer Competence Center AG
No
2141
Jaspers Computer
Yes
Service Objects
Equipment
IDES uses equipment as technical reference objects for services. An equipment master record exists for each workstation delivered to a customer. This means that each work station is an individual, physical object, which is viewed individually from the service perspective. The equipment master record also has serialization data (a unique combination of material number and serial number). This ensures that the equipment is also recorded for stock purposes as a serialized material.
Functional Locations
The equipment delivered to the customer is included in a functional location. The functional locations are used to organize the customers company structure according to functional and spatial viewpoints. Assuming that a hierarchical structure exists, the following list shows the highest level of the relevant location hierarchy.
Functional Locations
Description
1171
Hitech
1172
CBD Computer Based Design
1177
Computer Competence Center AG
1032
Institute for Environmental Studies
1034
ERL Freiburg
2141
Jaspers Computer
14 April 2001
SAP AG Customer Service (CS)
Characteristic Values and Special Features
Bills of Materials
The BOM of this material is used to describe the structure of the service object. This material BOM is indirectly assigned to each equipment through the construction type entered in the equipment master record. The BOM is also used to enter components and spare parts in Service Management.
The following list describes the BOM of material R-1001:
Material
Description
R-1001
Maxitec R-3100 Personal Computer
Component
Description
R-1111
Main circuit board 3100
R-1120
Cable 220/235 V with safety plug
R-1130
Keyboard, English international
R-1140
PAQ screen, 17, color
R-1150
Floppy disk drive, 3.5, HD
R-1160
Hard disk, 4.3 GB
R-1170
Slimline PC casing
Service Products
The services provided by IDES are described as service products using a product master record. In those cases in which the characteristic attributes of the given service have varying characteristics, the services are offered as either configurable or pre-configured products.
The following list shows the material numbers of the service products used in the IDES services:
service product
Description
Comment
HOTLINE_SERVICE
Hotline service
Configurable
HOTLINE_SERVICE_A
Hotline service package A (Mo-Fr/3h)
Pre-configured
HOTLINE_SERVICE_B
Hotline service package B (24h/3h)
Pre-configured
PC_SERVICE_CONF
PC Service
Configurable
PC_SERVICE_CONF
PC Service plus
Pre-configured
REPAIR_SERVICE
Desktop repair service
INSPECTION_SERVICE
Inspection service
Configurable
SM-PCREP
PC repair
SM-NETINST
Network installation
Configurable
April 2001 15
Customer Service (CS) SAP AG
Characteristic Values and Special Features
Service Contracts
IDES contains all the service contracts listed in the table below. The table lists the customer number and the characteristic attributes of each contract. The technical reference object of the contracts is the functional location. Provided that a location hierarchy exists, the highest level of this hierarchy is the reference object. The contract therefore comprises all equipment included in a functional location of the customer.
Document number
Customer
Characteristic attribute
40000073
1032
Configurable service product
Transfer from response profile and service profile to service notifications
Variant conditions
Price agreement in the form of a percentage discount for individual spare parts
Reference object = functional location 1032
40000074
1034
Configurable service product
Transfer from response profile and service profile to service notifications
Variant conditions
Price agreement in the form of a percentage discount for individual spare parts
Reference object = functional location 1034
40000075
1172
Pre-configured service product
Transfer from response profile and service profile to service notifications
Price agreement in the form of a percentage discount for the material group spare parts and for individual spare parts; Condition exclusion for transfer to spare parts orders or for resource-related billing
Reference object = functional location 1172
40000076
2141
Simple service product
Price agreement in the form of a 100 % discount for the material group spare parts
Reference object = functional location 2141
16 April 2001
SAP AG Customer Service (CS)
Characteristic Values and Special Features
Periodic Billing and Settlement
The service contracts available in IDES are billed and settled monthly by job processing. This automated periodic billing and settlement ensures that the sales information system and Profitability Analysis are continually supplied with data from Service Management.
The billing and settlement is executed by the jobs SM_01 and SM_02, which are automatically started by the system at the beginning of each month with the user name IDADMIN (see System → Services → Jobs → Job Overview).
April 2001 17
Customer Service (CS) SAP AG
Note for IDES Processes in the Customer Service Area
Note for IDES Processes in the Customer Service Area
Each IDES process in the area of Customer Service can be executed using data existing in the system, independently from other processes. The sequence of the processes, however, also enables you in some processes to use data that you created in a preceding process. If this is the case, the accompanying process documentation describes both possibilities.
In the process for the controlling of services, the report displays current data even if the preceding processes have not yet been executed. This is because the service contracts in IDES are billed and settled automatically each month.
18 April 2001
SAP AG Customer Service (CS)
Service Processing
Service Processing
Selling a Serialized Product and Creating an Equipment Master Record
Customer Service - Spare Part Delivery
Performing a Service Order and Billing
Returns and Repair Processing
Creating a Service Order from a Sales Order
Processing Telephone Calls in a Call Center
April 2001 19
Customer Service (CS) SAP AG
Selling a Serialized Product and Creating an Equipment Master Record
Selling a Serialized Product and Creating an Equipment Master Record
Purpose
The customer orders a personal computer. During outbound delivery, serial numbers are used to determine which individual units of the material are to be delivered to the customer. IDES uses equipment as the technical reference object for service processing. This means that you need to create additional equipment data following the outbound delivery to a customer.
Process Flow
You can find the data for this process under .
1. Creating a Sales Order for a Serialized Product
2. Creating a Delivery
3. Creating a Billing Document
4. Checking the Sales Document Flow (Optional)
5. Creating the Equipment Data
6. Related IDES Processes
20 April 2001
SAP AG Customer Service (CS)
Data Used During This Process
Data Used During This Process
Field
Data
Description
Order type
TA
Order type (SD)
Sales organization
1000
Sales organization (SD)
Distribution channel
10
Distribution channel (SD)
Division
00
High-tech division (SD)
Sold-to party
1171
Customer number
Material
R-1001
Desktop Computer
Plant
1200
Warehouse number
012
Warehouse Dresden / Atlanta
Business area
8000
Business area
Maintenance planning plant
1200
Planning Plant (PM)
Maintenance plant
1200
Maintenance Plant (PM)
April 2001 21
Customer Service (CS) SAP AG
Creating a Sales Order for a Serialized Product
Creating a Sales Order for a Serialized Product
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Sales → Order → Create
Transaction Code
VA01
2. Enter the following data:
Field
Data
Order type
TA
Sales organization
1000
Distribution channel
10
Division
00
3. Choose .
4. Enter the following data:
Field
Data
Sold-to party
1171
Purch. order no.
TA-1171-SM
Req. deliv. date
Current date + 7 working days
Material
R-1001
Order quantity
2
5. Choose .
6. In the dialog, box choose .
The system produces a BOM explosion. This generates additional items which serve as an explanation.
7. Choose the Shipping tab page, and note the material staging date of the first item.
8. Choose .
9. Make a note of the sales order number.
10. Choose until the overview tree appears.
11. In the dialog box, choose No.
22 April 2001
SAP AG Customer Service (CS)
Creating a Delivery
Creating a Delivery
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
Transaction Code
VL01N, LT03
2. Enter the following data:
Field
Data
Shipping point
1200
Selection date
Material staging date
Order
Sales order number
From item
No entry
To item
No entry
3. Choose .
You now see the overview screen for the delivery document.
4. Select the first item, then choose Extras → Serial numbers.
The Maintain Serial Numbers dialog box appears.
5. Choose .
6. In the Serial number selection screen area, enter the following data:
Field
Data
Plant
1200
Storage location
0001
7. Choose .
The system produces a list of serial numbers occurring in the specified plant and storage location.
8. Select the first two entries in the list, then choose .
9. Make a note of the selected serial numbers.
10. Choose .
11. Choose Subsequent functions → Create transfer order.
12. In the dialog box, choose Yes.
13. Enter the following data:
Field
Data April 2001 23
Customer Service (CS) SAP AG
Creating a Delivery
Warehouse number
012
Plant
1200
Delivery
Proposed by the system
Foreground/Background
Background
Adopt picking quantity
2
14. Choose .
15. Note the delivery number.
The system creates a transfer order for picking the delivery quantities. The option 2 (Adopt picking quantity) means that the goods issue is posted immediately for that delivery.
16. Choose until the overview tree appears.
24 April 2001
SAP AG Customer Service (CS)
Creating a Billing Document
Creating a Billing Document
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Billing → Billing Document → Create
Transaction Code
VF01
2. Enter the following data:
Field
Data
Document
Your delivery number
3. To display the overview of the billing item, choose .
4. To create the billing document, choose .
You see the number of the new billing document. The system posts the corresponding accounting documents in the background.
5. Choose until the overview tree appears.
April 2001 25
Customer Service (CS) SAP AG
Checking the Sales Document Flow (Optional)
Checking the Sales Document Flow (Optional)
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Sales → Order → Display
Transaction Code
VA03
2. Enter the following data:
Field
Data
Order
Your sales order number
3. Choose .
You now see the document flow for all documents involved in this sales process. To display any of the documents, position your cursor on the relevant line, then choose Display document.
4. Choose until the overview tree appears.
26 April 2001
SAP AG Customer Service (CS)
Creating the Equipment Data
Creating the Equipment Data
Use
When the PC has been delivered to the customer, you create equipment data for the individual items.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Technical Objects → Serial Numbers → List Editing → Change
Transaction Code
IQ08, IQ02
2. Enter the following data:
Field
Data
Material
R-1001
Current customer (in the Serial number selection screen area)
1171
3. To start the serial number selection, choose .
4. Select the serial numbers you have noted.
5. Choose .
6. Choose Equipment view.
You can also maintain the equipment data.
7. Choose the Sales and Distribution tab page.
8. Enter the following data:
Field
Data
Sales org.
1000
Distrib. channel
14
Division
00
9. Choose the Organization tab page.
10. To confirm possible warning messages, choose .
11. Enter the following data:
Field
Data
Company code
1000
Business area
8000
Planning Plant
1200
Planning group
200
April 2001 27
Customer Service (CS) SAP AG
Creating the Equipment Data
Main WorkCtr
PC-SERV / 1200
Catalog profile
PC
12. Choose .
13. To confirm possible warning messages, choose .
14. Choose .
You can now process the second serial number. Make the same entries for this serial number.
15. Choose until the overview tree appears.
28 April 2001
SAP AG Customer Service (CS)
Related IDES Processes
Related IDES Processes
You could now continue with one of the following business processes:
1. Customer Service - Spare Part Delivery
2. Processing a Service Order and Billing
3. Returns and Repair Processing
April 2001 29
Customer Service (CS) SAP AG
Service Management - Spare Part Delivery
Service Management - Spare Part Delivery
Purpose
The customer reports a damaged part on a piece of equipment. The information about the equipment, customer, and damage is stored in a service notification. The object information screen displays the structure of the equipment (material number of the spare parts).
A sales order is generated directly from the notification and processed when the spare part information is entered. When the notification is saved, the sales order is also saved in the background.
Process Flow
You can find the data for this process under .
1. Creating a Service Notification and a Spare Parts Order
2. Creating a Spare Parts Order
3. Creating a Billing Document
Instead of working with the defaulted equipment number, you can also create your own equipment number if you first run the process Selling a Serialized Product and Creating an Equipment Master Record .
30 April 2001
SAP AG Customer Service (CS)
Data Used During This Process
Data Used During This Process
Field
Data
Description
Warehouse number
012
Warehouse Dresden or Atlanta
Plant
1200
Plant of the model company
Material number
R-1001 R-1120
Desktop Computer cable / spare part
Sales organization
1000
Sales organization (SD)
Distribution channel
14
Distribution channel (SD)
Division
00
Division (SD)
Sold-to party
1171
Customer number
Equipment
10003562 or equipment from previous process
Equipment (PM)
Planning plant
1200
Planning plant (PM)
April 2001 31
Customer Service (CS) SAP AG
Creating a Service Notification and a Spare Parts Order
Creating a Service Notification and a Spare Parts Order
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
Transaction Code
IW54
2. Enter the following data:
Field
Data
Equipment
10003562 or equipment from previous process 3. Choose .
4. Choose the Contact person address tab page.
5. Enter the following data:
Field
Data
Description (notification)
Defective cable, replacement required.
Contact person
Choose a contact person using the F4 help
You access the list of contact persons by positioning your cursor in the second entry field of the Contact person line and choosing the F4 help button.
In the Hit List dialog box, position your cursor on a contact person and choose .
6. Choose .
7. To check the object information for your equipment, in the Reference object section, choose .
8. In the Object Information dialog box, choose (Obj. Display section).
The system displays information about spare parts that you can use for your object.
9. To return the to the Create Service Notification: Service Notification screen, choose , then choose.
10. To create the spare parts order for the customer equipment directly from the service notification, choose Service notification → Create sales order → Standard.
11. Enterr the following data:
Field
Data
Purch. order no.
ERS-1171-SM
Material
R-1120
Order quantity
1
32 April 2001
SAP AG Customer Service (CS)
Creating a Service Notification and a Spare Parts Order
12. Choose .
13. Choose the Shipping tab page and note the material availability date.
14. Choose .
15. Choose .
The system saves the notification and the sales order. Make a note of the notification and sales order numbers.
16. Choose until the overview tree appears. In the dialog box, choose No.
April 2001 33
Customer Service (CS) SAP AG
Creating a Spare Parts Order
Creating a Spare Parts Order
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
Transaction Code
VL01N, LT03
2. Enter the following data:
Field
Data
Shipping point
1200
Selection date
Material availability date
Order
Number of your order
From item
No entry required
To item
No entry required
3. Choose .
4. Choose Subsequent functions → Create transfer order.
5. In the dialog box, choose Yes.
6. Enter the following data:
Field
Data
Warehouse number
012
Plant
1200
Delivery
Proposed by the system
Foreground/background
Background
Adopt pick. quantity
2
7. Choose .
The system creates a transfer order for picking the delivery quantity. The option 2 (Adopt picking quantity) means that the goods issue is posted immediately for that delivery.
8. Note down your delivery number.
9. Choose until the overview tree appears.
34 April 2001
SAP AG Customer Service (CS)
Creating the Billing Document
Creating the Billing Document
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Billing → Billing Document → Create
Transaction Code
VF01
2. Enter the following data:
Field
Data
Document
Your delivery number
3. To display the overview of the billing items, choose .
4. Choose .
The system posts the corresponding accounting documents in the background.
5. Choose until the overview tree appears.
April 2001 35
Customer Service (CS) SAP AG
Performing a Service Order and Billing
Performing a Service Order and Billing
Purpose
In response to a problem notification, a service order is created for the repair of an installed equipment at the customer site. After completion of the service order, the repair is billed to the customer.
You can find more information about this process under .
Process Flow
You can find the data for this process under .
1. Creating the Initial Situation
2. Entering a Problem Notification and Creating a Service Order
3. Processing a Service Order
4. Confirming a Service Order
5. Creating a Billing Request (Resource-Related Billing)
6. Creating a Billing Document
7. Settling and Completing the Service Order
8. Displaying Line Items in Profitability Analysis
9. Displaying a CS Report in Profitability Analysis
Instead of working with the default equipment number, you can also create your own equipment number if you first run the Selling a Serialized Product and Creating an Equipment Master Record process.
36 April 2001
SAP AG Customer Service (CS)
April 2001 37
Customer Service (CS) SAP AG
Additional Process Information
Additional Process Information
The following, additional information is aimed at IDES users who are already with familiar with Customizing for the application components CS (Customer Service) and SD (Sales and Distribution). The aim is to show the billing of a service order from a Customizing perspective using the data contained in this process. Because this text refers to this IDES demo, you should read it after completing the process flow.
Dynamic Item Processor Profile (DIP Profile)
Derivation of Sales Materials
When you execute the service order, costs are incurred due to internal activities, external activities, or material consumption. These costs are posted to the service order, where they form the basis for a billing request. The service order is billed to the customer using the billing document generated by the billing request. The cost data of the order are converted to billing request items through dynamic items. These dynamic items are created when the billing request is generated. You copy information from the service order. The R/3 System uses this information to generate the billing request items. The rules for structuring the dynamic items and for converting these items into material numbers for the billing request items are defined) in Customizing using the dynamic item processor profile (DIP profile).
You also use Customizing to determine that DIP profile 00000001 is the automatic default for service order type SM02, which was used to create the service order in this IDES process.
(see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders).
In this IDES process, order costs are incurred due to two activity confirmations with activity type 1410 for cost center 4100, and due to the consumption of materials R-1150 and R-1160. The rules of the DIP profile 00000001 are explained based on this information.
(see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis).
When creating the billing request, the system takes the entries for usage 1 (that is, billing and calculation of profits).
On the level Sources, it has been defined for this use that source 0001 (that is, actual costs line items) is evaluated for the creation of dynamic items.
The line items created due to the first activity confirmation contains the information that the costs were incurred under activity type 1410 in cost center 4100. On the level Characteristics, the characteristics cost center and activity type has been marked as relevant for usage 1. Thus, the system copies activity type 1410 and cost center 4100 from the line item to the dynamic item. They can now be used for further processing. Both characteristics are used to derive a material for the billing request (see indicator Material determination). With regard to the characteristics relevant for the creation of a dynamic item, the line item of the second activity confirmation is identical to the first line item. The system therefore creates one common dynamic item for both line items that displays the sum of the costs incurred.
On the level Material determination, the system lists the material SM-REPHOUR. It is therefore one of the materials intended for transfer to a billing request item.
38 April 2001
SAP AG Customer Service (CS)
Additional Process Information
On the Criterion level, it has been defined that this material is derived from the criteria cost center and activity type. The criterion cost center is met if the cost center of the dynamic item corresponds to a value of set SM-CC1. The set SM-CC1 contains the cost center 4100.
(see: Accounting → Financial Accounting → Special Purpose Ledger → Tools → Set maintenance → Sets → Display).
The criterion Activity type is met if the activity type of the dynamic item corresponds to a value of set SM-AT1. Set SM-AT1 contains the value 1410. Both criteria have been met in this example. The material number SM-REPHOUR is therefore allocated to the dynamic item.
The line item created due to the withdrawal of material R-1150 contains, for example, information about the cost element and the material number. The characteristic Cost element and Material are relevant for the creation of dynamic items and are therefore copied to the dynamic item. The characteristic Cost element is used for material determination. On the level Material determination you will find an entry without a material number where the indicator Direct material is set. This indicator ensures that the R/3 System assigns the material contained in the line item to the dynamic item. On the level Criteria, it is defined that this type of assignment only occurs if the line item was posted to the cost element in the set CO-PC-MAT. This set comprises the cost elements used to post material consumption. In this example, the withdrawal of material R-1150 was posted under cost element 410000. This cost element belongs to the cost element set CO-PC-MAT. This means that the criteria for the material determination have been fulfilled, and that the material R-1150 contained in the line item is transferred to the dynamic item.
The line items for the consumption posting of material R-1160 leads to a separate dynamic item as the characteristic Material has a different value. The material determination is processed according to the same logic described above.
Billing Form
The billing form for the service order decides whether the order is billed as flat rate or resource-related. To make this distinction, information about the billing form must be available when the billing request is created. For this reason the billing form is selected as a relevant characteristic.
Product
The characteristic Product is marked as relevant for further processing. This control data is a prerequisite for copying a service product specified in the service order to the billing request.
Accounting Indicator
When posting the material consumption for material R-1150, the system enters the accounting indicator K1 (goodwill 100%). This entry is copied to the line item. The accounting indicator is also a relevant characteristic in the DIP profile 00000001 for usage 1. The entries concerning the accounting indicator are therefore copied from the line item to the dynamic item. The accounting indicator can thus be used to price the billing request item resulting from the dynamic item. The costing sheet PSER02 used in the billing request contains the condition type KBM1 (goodwill/warranty). The access sequence assigned to this condition type allows you to enter condition records dependent on the accounting indicator. In this example, there is a condition record that determines a 100 per cent deduction if the accounting indicator K1 is available.
To avoid the summarization of several dynamic items with various accounting indicators in one billing request item, the indicator No summarization was set in the DIP profile for the characteristic Accounting indicator.
April 2001 39
Customer Service (CS) SAP AG
Additional Process Information
Transferring Costs into the Billing Request
You can also determine for which condition types entries can made for the document type of the billing request on the overview screen of the dynamic items. You must specify the defined condition type if the costs of the dynamic items should be copied to the price determination of the respective billing request items. In this example, the costs are copied to the condition type EK01 (see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Assign Conditions to Sales Document Types).
Item Category Determination
When a service order is billed, the billing form determines whether the order is billed at flat rate (billing form = 01) or resource-related (billing form = 02). In this IDES process, we offer an example for resource-related billing. We explain item category determination for creating the billing request for this example:
The billing form is not explicitly specified. In this case, the system assumes a resource-related billing. The service order is created without entering a service product in this example. When creating the billing request, the dynamic items become the main items of the sales document. With resource-related billing, the item category determination for the dynamic items is processed with the item usage SEIN.
Item category determination for items with material SM-REPHOUR is executed using the following entry:
Sales document type LV + item category group LEIS + usage SEIN → L2N.
Item category determination for items with material R-1150 or R-1160 is executed using the following entry:
Sales document type LV + item category group NORM + usage SEIN → L2N.
Item category L2N is priced, then it is billed.
(See SAP Reference IMG: Sales and Distribution → Sales → Sales Documents → Sales Document Item → Assign Item Categories or Define Item Categories).
40 April 2001
SAP AG Customer Service (CS)
Data Used During This Process
Data Used During This Process
Field
Europe
Description
Plant
1200
Material numbers
R-1150
R-1160
SM-REPHOUR
SM-PCREP
Disk drive / spare part hard disk drive / spare part repair hours
Service product
Service order type
SM02
Service order type (revenues)
Sales organization
1000
Sales organization (SD)
Distribution channel
14
Distribution channel (SD)
Division
00
Division (SD)
Sold-to party
1171
Customer number
Equipment
10003562 or equipment from previous process
Planning Plant
1200
Maintenance plant
1200
Business area
8000
Operating concern
IDEA
Global IDES
Type of profitability analysis
Costing-based
Report
IDES-090
SM reporting
April 2001 41
Customer Service (CS) SAP AG
Creating the Initial Situation
Creating the Initial Situation
Use
You start a CATT procedure that performs an inventory posting for the materials used in the process. This ensures that the process can run through several times.
Procedure
6. Call up the transaction as follows:
Menu Path
Tools → ABAP Workbench → Test → Test Workbench → CATT Extended
Transaction Code
SCAT
7. Enter the following data:
Field
Data
Test case
ZIDES_SMASC03 8. Choose .
9. Enter the following data:
Block
Option
Log type
W/o
Processing mode
Background
Variants
W/o
10. Choose .
In the bottom part of the screen, the system displays which transactions are being processed. When the process flow is completed, the system notifies you that a document number has been assigned for the inventory posting.
11. Choose until the overview tree appears.
42 April 2001
SAP AG Customer Service (CS)
Entering a Problem Notification and Creating a Service Order
Entering a Problem Notification and Creating a Service Order
Use
The customer informs you about a defective piece of equipment. You accept a problem notification and enter the notification data in the system. The service order is created directly from problem notification processing.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
Transaction Code
IW54
2. Enter the following data:
Field
Data
Equipment
10003562 or equipment from previous process 3. Choose .
The system copies further information from the equipment master record into the notification (for example, sold-to party, functional location).
4. Enter the following data:
Field
Data
Notification (in the first line)
Hard disk + CD disk drive defective
5. Choose .
6. Check the object information, by selecting in the section Reference object.
The dialog box informs you which notifications and orders were entered regarding this equipment.
7. Choose .
8. To create a service order directly from notification processing, choose .
The Create order dialog box appears.
9. Choose .
10. In the First operation screen area, enter the following data:
Field
Data
Operation
Check/change hard disk + CD disk drive 11. Choose .
April 2001 43
Customer Service (CS) SAP AG
Entering a Problem Notification and Creating a Service Order
The system proposes further information necessary from the equipment master record into the service order (for example, work center).
12. Choose Extras → Sales data.
You can recognize that the service order is assigned to a sales organization (that is, a combination of the sales organization, distribution channel, and division). This proposal was also taken from the equipment master record data. The assignment of a sales area is required for service order billing.
13. Choose .
14. To put the order in process, choose .
15. Select W/o print, then choose .
16. To confirm possible warning messages, choose .
The system saves the service order and the corresponding notification.
17. Note the number of the order.
18. Choose , untli the overview tree appears..
19. In the dialog box, choose No.
44 April 2001
SAP AG Customer Service (CS)
Processing a Service Order
Processing a Service Order
Use
In the following process, you play the role of a service employee who is responsible for repairing the equipment. First of all, you plan the work to be performed in the service order.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Order → Service Order → Change
Transaction Code
IW32
2. Enter the following data:
Field
Data
Order
Number of your service order
3. Choose .
4. To check the object information for your piece of equipment, choose in the Reference object section.
The notification that triggered the service order is listed here.
5. Choose .
6. Enter the following data:
Field
Data
Work durtn (in the section First operation)
2
7. Choose .
8. Choose the Components tab page.
9. To call up the Structure list, choose List.
The structure list informs you about the components of the equipment to be repaired. The materials necessary for processing the repairs can be copied from this list into the service order.
10. Select the materials R-1150 and R-1160, then choose .
11. Enter the following data:
Field
Data
SLoc (in the line for material R-1150)
1500 (overwrite the default value)
SLoc (in the line for material R-1160)
1500 (overwrite the default value)
12. Choose . April 2001 45
Customer Service (CS) SAP AG
Processing a Service Order
The system calculates the planned costs of the order according to the entries made for the planned working hours and the materials necessary.
13. Choose Extras → Cost reports → Plan/actual comparison.
The planned costs are displayed under the corresponding cost element types.
14. Choose .
15. Choose .
16. Choose until the overview tree appears.
46 April 2001
SAP AG Customer Service (CS)
Confirming a Service Order
Confirming a Service Order
Use
You confirm the effort necessary for the repair now. It is assumed that you enter the effort in two partial confirmations. All materials used for the repair are also confirmed. You decide whether the floppy disk drive is exchanged for goodwill.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Confirmation → Entry → Individual Confirmation (Time)
Transaction Code
IW41
2. Enter the following data:
Field
Data
Order
Your order number
3. Choose .
4. Enter the following data:
Field
Data
Actual work
1
Final confirmat
Deselect
Clear open res.
Deselect
Work start
Current date
Work end
Current date
5. Choose .
6. Choose .
7. Enter the following data:
Field
Data
Order
Your order number
8. Choose Parameters.
9. In the Goods movements area, select All comps, then choose .
Setting this indicator causes the system to display all the materials assigned to the operation to be confirmed in the goods movement overview.
10. Choose .
April 2001 47
Customer Service (CS) SAP AG
Confirming a Service Order
11. Enter the following data:
Field

Mid 2009 13" MBP PROBLEMS (customer service suggestions)

i have been trying very patiently but persistently to find out what has been going on with a recent repair and i don't feel like i am getting good answers so i am hoping for some advice related to Apple Customer Service. right now i feel like i am being kept in the dark by apple tech as to what is going on with my machine.
i have had the above computer since buying it almost 3 years ago and have always had to struggle with poor battery life (1 1/2 - 2 hours MAX) when only surfing on Safari and i have always gotten consistent beachball hangs upon opening Safari or Pages etcetera. at some point about a year and a half into owning it i ran a test with NOTHING ON at all and i got something shy of 3 1/2 hours. i've also had the usual issues with both the computer and the power pack being /extremely/ hot and with the fan noise being extremely loud.
since i am a returning mac user - and bought the laptop in order to convert the office fully over to mac OS - i did not get a chance to find the time to address these questions with apple until about a year into owning the machine.
the computer is now in the shop with a service battery alert and the genius bar (based upon my description of complaints) ran a set of tests and concluded they needed to replace the battery and the motherboard. based upon my extensive explanation of the persistent problems (and my pleas to take some time with the machine) they then apparently ran extensive tests after these two replacements and concluded that the computer was still failing.
so at this point it was sent off to a local facility in texas.
late last week i received an email from this facility indicating that they found no problems and asking for additional information. upon calling the phone number i was told that the genius bar manager discussed the situation with the facility and that they would be running further tests at the facility. two days later i received an email from the genius bar indicating that the computer was back at the genius bar and eveything was fine and it was ready for pickup.
at this point - and after having an extensive discussion with the genius bar on the phone - i have not been given any hard information as to why it was sent off or why it was sent back with no repair. however, i have been repeatedly told that the computer should be getting 5 - 6 hours of battery life (and ostensibly no beachball hangs) /if/ i don't use ChronoSync or Carbon Copy Cloner and that this was tested while running:
1. iTunes with Visualizer
2. Pages (with apparently no activity)
3. Activity Monitor
4. Safari (with a constant refresh)
5. Screen at 50%
i am concerned that i am going to get this computer back and i will again have 1 1/2 hours of battery life doing something normal like surfing Safari as i am concerned that the restrictions that they are placing on my usage are un-realistic for a pro level computer.
however, every time i try and discusss this with the genius bar i end up in a discussion about why they don't have any record or my bringing it in within the first year (i guess they say this since i say i have always had this problem but i haven't had the /time/ to troubleshoot this type of problem). i mean, i have always just taken the "path of least resistance" and dragged the power cord with me if i move from one room to another one with the machine. ALSO, mac tech is now telling me that the fact that i have a current version of Adobe Creative Suites loaded (i bought it at the mac store for $1200 but i only /ever/ use it on the mac pro) may be reason enough for poor battery life. if i try to explain that i am not using this software on the machine it goes nowhere.
in short, i don't feel like this computer has ever performed adequately but every time i try and address this i feel like i am either getting questioned about what i am saying or i am being provided an unrealistic set of restrictions for use with this machine.
does anyone have any suggestions for a good way to address this with the Mac Customer Assistance person who has been helping me shortly after the computer went to the genius bar? also, is there some set of terms or words or is there a technical report or something that i can ask for that will let me get some more insight into what they have tested, why it failed and then failed again and then apparently passed?
TIA

hi grant. thank you.
checking back in here. this has been a /very/ frustrating issue. it has also been technically much more complicated than i would have ever imagined. i have a 2006 mac pro with almost the same amount of ram in it (actually 13 GB) and i don't have any of these performance type issues.
anyway, does this answer apply as well if i neglected to mention that i bought 8 GB of ram to put in the machine about a year or a year and a half after buying it when i finally got a moment to deal with this? i just got so frustrated wasting all my time i figured it would be more cost effective for me to max out the ram. i mean, if i have the /MAX/ 8 gb of ram /already/ in the machine is there something specific to look for with respect to this article?
i guess i am having a really, really, really hard time imagining that my rather limited use of the laptop - when i do almost ALL of my production work on the desktop - is somehow too taxing for a circa 2010 pro line mac laptop with the maximum of 8 gb of ram put into it. i work so slowly and in such a limited manner on this laptop that i am talking about really, really mundane kind of tasks here. i guess the bottom line is that if i see one particular piece of software chewing up a lot of my 8 gigs then i know i can't run this software and get any decent performance?
ALSO - can you please tell me the best way to test all of this if i am looking to document it?
1. I fully charge the batter, DELETE any items listed in the startup items under users, shut down the computer, start up the computer and then turn on Safari and let the computer run on the desk without power and see how long a battery life i get?
2. then i turn on Pages and see if i get a beachball hang?
3. can i run some kind of benchmark test on my end?
4. other ???
THANKS

Issue Related to CS { Customer Service order }..Revenue settlement in COPA

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