Steps to create Service Notification in Customer Service Module
Hi,
Can anyone let me know the steps involved and the process to create Service Notification in Customer Service Module.
Regards,
Ram
Hello SAP Guru's,
I am Shankar from chennai.
At present i have assigned to do the Customer Service process for our project.
I had tried the BPP method for doing it.
When i tried the Depot repair process from BPP i got error during billing process.
Can any one guide me with the step by steps procedure to do the senerio.
i searched the web for the process. but i couldnt able to find it.
If any one has the complete step by step procedure to do the process pls help me.
my id is ponshankar gmail com.
Thanks in advance
Warm regards,
Shankar
Similar Messages
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Blocked account, no notification and customer service.
My Skype account suddenly got blocked for no apparent reason, without any notification whatsoever. I have run all the options mentioned here on the community such as checking spam folders, opening ports to allow Skype emails to be received, changing password etc... I have eve made an folllow up with through the customer service system almost two weeks ago and still have not yet received an reply. The Live chat and refund form also does not work for me. I am truely disasppointed as I have been a loyal Skype customer for many years now and this how Skype returns the favor? If anyone of the support team is able to read this, please reach out to me as I have tried everything and this is my last resort.
By the way. I am posting this from my husband's account, because I CAN'T ACCESS MY OWN!!!!!
-
Slow service and dre4adful customer service
I was enticed to the BT infinity service from an existing ADSL provider with the promise of additional speed. Not the full 20/10 but 17/2. I actually get 6.5/0.6 unfortunately after a catalogue of dreadful customer service and bad technical support I am faced with no other alternative than to open a case with the Ombudsman for communications.
My post is to warn others who get suckered into the promise of a faster connection from BT. The fact is that infinity is no better than ADSL unless you are next to the cabinet or exchange. Same scenario as ADSL. The bad thing is that although the 1st engineer correctly diagnosed the issue immediately after installation BT continued to send another 7 engineers to look into the issue. The tech buddies at the call centre have no idea on what to do other than send another engineer and assure me they are work hard to resolve my issues. The fact is that the call centre staff do not understand the complaint procedure nor can they escalate issues to get a resolution.
After nearly 2 months of being told to re-boot my router and many engineer visits the UK customer agent has finally conceded that the cable is too old to carry a reliable digital signal and that it is too costly for BT Open reach to replace it. Although I am paying for an infinity service I should accept that due to the inferior quality of the BT network I am getting as good as it gets.
I am sorry to say I do not accept that the old antiquated cables that provide the phone service are not up to the job and can be left in place as it is too expensive to replace. Surely every technology company expects to invest in delivering the service they offer their customers and asking me to accept an inferior service but still pay the full price is unacceptable. I do not live out in the sticks I live in a large town. My previous ADSL provider gave a better speed than infinity provides.
I was told by BT that it would not be recommended to take this case to the Ombudsman as it is unlikely I will get anywhere. My view is that if everyone took this stance then the Ombudsman would have no visibility of the poor service BT are providing and their inability to update their infrastructure to meet their obligations. Not only is the speed way too slow the customer service that BT provides is among the worst of any company I have dealt with. Given the size of BT I would have hoped for a better escalation system. Sadly there is no alternative to BT unless Virgin runs by your door as all providers have to utilise the antiquated BT network. They may have spent loads on Century 21 but they missed the final section of cable.
BT has agreed that they are unable to resolve my problem. I have requested a ‘Deadlock’ letter but apparently only special authorised people can issue these and none are available for a few days! So it appears that even when BT have admitted they are at the end of their trouble shooting they are still reluctant to issue the final letter to prove it and allow me to take the next step.
All of this is a sad state of affairs making me back away from BT for any services.Absolutely accept they do not have to provide. However, once an offer has been made and accepted they should have an obligation to deliver on their commitment. If they had never offered me the service at the speed greater than the ADSL I would have stayed put. I do not see how BT can hide behind outdated infrastructure in the 21st century in a built up area and with consumers having NO choice as Virgin is the only competition.
Above this the biggest issue is the appalling customer service. If fact NO customer service. All they have is a tech help line staffed by people trained to speak nicely and ask you to switch off the router or wait for 48 hours for the new profile to take effect. All this given it was never going to work and they knew it. They do constantly call back at the rate of 3 times a day to enquire if the problem is solved tasking no notice of the request to call my mobile phone and harassing my wife at home who has no idea what they are talking about! At one stage she threatened to report them as a nuisance caller!
The problem was diagnosed on the first visit and if they had any tech staff with any knowledge they should have said from the start don’t waste hours talking to our tech buddies ‘cos it’s as good as it gets.
I do not think any of this is unreasonable as I’m just asking for what I am paying for no more or less and an efficient way to get the issue resolved.
I would like to add that eventually after constant complaining and even filling in the complaint form on the web site, that never recvd a reply, I was called by a very helpful lady named Emma who did agree immediately the issue was the aluminium cable that was unable to carry a digital signal. She contacted Open Reach and they performed more tests to absolutely confirm the cable was at fault and they would not replace it. She said there was nothing else that could be done and as GBP28.00 PCM was what I would pay for ADSL I should agree to keep what I had and just accept it.
BT need to understand that a digital service is where we are and if they want to be in the game they need to invest in delivering it or just accept that Virgin have it nailed and leave it all to them and the rest who might not want Virgin will just stick with a slow service. -
Steps to create Quality Notification
Hi,
Can anyone let me know the steps involved and the process to create Quality Notification.
Regards,
RamHi ,
Ram hope this helps you in creating the QN .
<b>Creating a quality notification</b>:
1.Choose Logistics-> Quality management -> Quality notification-> Create.
2.Enter the notification type and then choose Enter.
<b>Notification types:</b>
Q1 - Customer complaint
Q2 - Complaint against vendor
Q3 - Internal problem
Another dialog box may be displayed before the notification is created, depending on how the quality notifications were customized. If a dialog box is displayed, you may have to enter additional reference information (for example, a material, sales order or delivery).
<b>Creating a user-specific quality notification</b>
1.Choose Logistics -> Quality management -> Quality notification -> Create.
2.Enter the notification type and then choose Enter.
To be able to create a user-specific notification, you must specify a user-specific notification type that has been predefined in Customizing.
<b>Creating a quality notification with reference</b>
1.Choose Logistics -> Quality management -> Quality notification-> Create.
2.Enter the notification type.
3.Enter the number of the notification you want use as a copy model and choose Enter
To reduce the amount of data that you need to enter, you can use an existing quality notification as a copy model. You can use any notification type as a copy model, regardless of the notification type for the new notification.
When you save the new quality notification, the notification you used as a copy model is saved at the same time in the notification. This means that you can later select the quality notifications that were created using certain references.
<b>Changing a quality notification</b>
1.Choose Logistics-> Quality management -> Quality notification -> Change.
2.Enter the number of the notification you want to change and choose Enter.
Make the necessary changes to the notification and then save the data
If you have further queries please do write .
cheers
kp -
How can I file compliant to Customer service or about Customer service?!!!
Dear Verizon Manager,
I am writing to you file a formal complaint about the Verizon customer service, and to request the refund regarding my Internet service of Verizon FIOS (Account No. 6703004253) for March 2013. This internet service was meant to be cancelled on 25 February 2013, but was not successful, due to errors by Verizon, until 14 March 2013.
I am a client of Verizon FIOS (Internet + TV) since January 2010. Due to the recent move of my family, I cancelled the service in my old place separately. I had successfully cancelled the TV service on 15 February 2013, prior to the move. And after I moved on 23 February 2013, I called on 25 February 2013 to cancel the remaining Internet service.
The associate on the phone told me that the Internet cancellation would be effective 26 February 2013, i.e.. the next day. He said I would be receiving a prepaid stamped box, and had to mail back the wireless router. A few hours after the call, I still did not receive any email confirmation, so I logged on my Verizon account and saw the service page showed “unable to retrieve your plan details” – therefore, I assumed that the cancellation was successful.
The said prepaid stamped box was also never received two weeks after the call – I had to come back to my old place several times to check.
On 14 March 2013, I noticed that my credit card has been charged $61.33 by Verizon in March. So I called Verizon at 1-800-837-4966 on 14 March 2013 at 18:01EST to seek clarification, and was informed by the general customer service that the cancellation was never recorded in the system or processed by anyone!! He said the cancellation would be back dated to 26 February 2013 and refund will be proceeded, and then transferred me to your “discontinue service department”.
From there, I was speaking to the associate named Brennan, who insisted that I never called on 25 February 2013, nor there was no records showing that the cancellation request was received, and therefore refused to back date the cancellation to 26 February 2013 – even I had my call phone record in front of me, which indicated that I called Verizon at 1-800-837-4966, on 25 Feb 2013 at 12:57 EST, for 8 minutes!
Brennan went ahead to cancel the service, but did not refund the charge in March, and simply saying that I only called and cancelled the service on 14 March 2013, therefore, no refund whatsoever.
There would be three reasons why my record did not show up: 1) I did not call on 25 Feb; 2) your associate did not put in the record after the call; and 3) your system failed. Basically, your associate Brennan was implying that I am a liar – I never called on 25 February 2013.
I find this insulting and unacceptable. I requested to speak to her supervisor / manager, and was refused and told that there was no supervisor or manager on duty. She said she will inform the supervisor to call me within 24 hours after this call.
I hope your company record customer service conversation, and you could find the record of my call on 25 February 2013 at 12:57 EST. I don’t know why the Associate I spoke with that day failed to cancel the service, or why you system failed, but again, I find it totally unacceptable that Verizon’s customer need to be punished for the company’s negligence. I also find it insulting that your associate, Brennan, make conclusion without proper investigation or evidence.
FYI – for the reason I stated above, I have disputed the charge of $61.33 with my Credit Card Company.
I and my family have been a loyal customer of Verizon, as we admire your customer service (in the past), and your job well done to drive away customers. Just after the move, we continued with Verizon FIOS and my husband ordered the internet and TV service immediately.
Now I have a second thought. I guess we should be using the company who appreciates our trust.
Look forward to hearing from you on the way forward.
Regards,Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution. -
Service Notification forwarded via Services for Object
Dear Experts,
Appreciate your contribution to the below requirement:
When forwarding a service notification via "Send Object with Note" function, the recipient when retrieving the message in SAP Inbox could only access the attachment in Display mode.
Likewise, if the message is routed to the recipient's outlook inbox, the attachment is in Text file format.
Functionality needed here is:
1) When accessing via SAP Inbox, the attachment should be able to be opened in Change mode.
2) When retrieving the message via Outlook inbox, link should be provided for user to launch SAP and open the service notification in Change mode.
Is the above requirements achievable without customization?
Regards.
Khor, Lee HongDear Experts,
Appreciate your contribution to the below requirement:
When forwarding a service notification via "Send Object with Note" function, the recipient when retrieving the message in SAP Inbox could only access the attachment in Display mode.
Likewise, if the message is routed to the recipient's outlook inbox, the attachment is in Text file format.
Functionality needed here is:
1) When accessing via SAP Inbox, the attachment should be able to be opened in Change mode.
2) When retrieving the message via Outlook inbox, link should be provided for user to launch SAP and open the service notification in Change mode.
Is the above requirements achievable without customization?
Regards.
Khor, Lee Hong -
Steps to create JCO to call R3 Function module in ISA CRM b2b webshop
Hi experts,
Can u help me in creating a JCo connection to R3 from CRM isa b2b webshop.
See i am working on CRM 5.0 isa . I have a default jco connection calling to CRM.
But i wanted an another JCO to call FM of R3.
Can u pls give me the steps in creating this jco (XCM, Xml, changes etc )?
Hope you have understood my question.
Pls reply,
thanks in advance,
Niraja.Hi Niraja,
The second option would be easy to do, as the connection is already made you can just use the connection pool.
I feel maintaining/creating two connections would lead to performance issues.
So its better to go with FM in CRM to FM in R/3
If you want to go for a different connection or connection pool then follow this example
In the world of database connectivity, creating individual connections to a database system is technically expensive and often incurs unwanted overhead in both client and server-side applications. Connection pools allow your application to check connections out from a pool and release a connection once the transaction has completed. This tip briefly explores the value and implementation of using connection pools in JCo.
The following code presents two classes that demonstrate the use of a connection pool and its restrictions. You should be able to pull code from this example when adding pooling to your own Java/JCo application.
The first JCo application does not use pooling:
import com.sap.mw.jco.*;
public class JcoTest {
private static JCO.Client theConnection;
private static IRepository theRepository;
public static void main(String[] args) {
createConnection();
retrieveRepository();
try {
JCO.Function function = getFunction("RFC_READ_TABLE");
JCO.ParameterList listParams = function.getImportParameterList();
listParams.setValue("BSAUTHORS", "QUERY_TABLE");
theConnection.execute(function);
JCO.Table tableList = function.getTableParameterList().getTable("DATA");
if (tableList.getNumRows() > 0) {
do {
for (JCO.FieldIterator fI = tableList.fields();
fI.hasMoreElements();)
JCO.Field tabField = fI.nextField();
System.out.println(tabField.getName()
+ ":t" +
tabField.getString());
System.out.println("n");
while (tableList.nextRow() == true);
catch (Exception ex) {
ex.printStackTrace();
private static void createConnection() {
try {
theConnection = JCO.createClient("000", "DDIC", "minisap", "en", "sincgo", "00");
theConnection.connect();
catch (Exception ex) {
System.out.println("Failed to connect to SAP system");
private static void retrieveRepository() {
try {
theRepository = new JCO.Repository("saprep", theConnection);
catch (Exception ex)
System.out.println("failed to retrieve repository");
public static JCO.Function getFunction(String name) {
try {
return theRepository.getFunctionTemplate(name.toUpperCase()).getFunction();
catch (Exception ex) {
ex.printStackTrace();
return null;
To add connection pooling you simply add this code to the beginning of the main method:
if (connPool == null) {
JCO.addClientPool(POOL_NAME,
5,
"000",
"bcuser",
"minisap",
"EN",
"sincgo",
"00");
And replace the call to the createConnection() method with this:
theConnection = JCO.getClient(POOL_NAME);
The code should now look like this:
import com.sap.mw.jco.*;
public class JcoTest {
private static JCO.Client theConnection;
private static IRepository theRepository;
private static final String POOL_NAME = "myPool";
public static void main(String[] args) {
JCO.Pool connPool = JCO.getClientPoolManager().getPool(POOL_NAME);
if (connPool == null) {
JCO.addClientPool(POOL_NAME,
5, //number of connections in the pool
"client",
"username",
"paswword",
"EN",
"hostname",
"00");
theConnection = JCO.getClient(POOL_NAME);
retrieveRepository();
try {
JCO.Function function = getFunction("RFC_READ_TABLE");
JCO.ParameterList listParams = function.getImportParameterList();
listParams.setValue("BSAUTHORS", "QUERY_TABLE");
theConnection.execute(function);
JCO.Table tableList = function.getTableParameterList().getTable("DATA");
if (tableList.getNumRows() > 0) {
do {
for (JCO.FieldIterator fI = tableList.fields();
fI.hasMoreElements();)
JCO.Field tabField = fI.nextField();
System.out.println(tabField.getName()
+ ":t" +
tabField.getString());
System.out.println("n");
while (tableList.nextRow() == true);
catch (Exception ex) {
ex.printStackTrace();
JCO.releaseClient(theConnection);
private static void retrieveRepository() {
try {
theRepository = new JCO.Repository("saprep", theConnection);
catch (Exception ex)
System.out.println("failed to retrieve repository");
public static JCO.Function getFunction(String name) {
try {
return theRepository.getFunctionTemplate(name.toUpperCase()).getFunction();
catch (Exception ex) {
ex.printStackTrace();
return null;
Now, when this class executes, it will create a pool of 5 SAP connections. Once created, a single connection is retrieved and executed against. After the call to SAP has finished, the connections are released with:
JCO.releaseClient(theConnection);
You can easily integrate this code in any application that acts as a server or requires multiple users to access SAP via the Web.
Regards,
Sateesh Chandra -
Service Order Form - Customer Service
Gurus,
Is it possible with IW3D to send the Service Order Form to the customer via e-mail automatically from SAP?
Thanks.
MarcoHello,
We ha a similar requirement, but it was not through IW3D. It was done through the service order user statuses. We have developed a FM to trigger a mail to the customer when the user saves the document in a particualr user status.
It worked fine. If you want to use IW3D, then you need to chage the progam (shop paper) and include the mail triggering programs. Speak to your technical expert, he will guide you.
Regards,
SAM -
Service order - Service notification urgent
Dear friends,
I need to configure Service order through service notification (T-codeIW51).
Here I am explaining my client requirement, they will do service for their finished good (material) after warrant period. In this scenario they will need to take material in to stock with out value because it is after warrantee. They will do necessary repairs, during the repairs they need to capture labour cost and if they replace any material that cost also. After repair they will bill and send to customer.
If any body knows this process, please tell me how to configure.
I tried through service notification IW51, created and saved, I dont how process further,
If any body known kindly explain to me step by step its very urgent.
Reg
Eswar
9916430448Dear Eswar,
Once you save the Service Notification,,,,,,,You receive the Defective goods With movment type343-
Stock will shows automatically in "Inspection lot".
If any Defective founds.
Obtain customer acknowledge from Customer.
If material Out of Waranty.
make a delivery Challan with ref to Service notification.
Make Service Invoice.
Reply me you need any doubts.
Regards
ram -
Iphoto book order cancelled - Totally dissatisfying customer service
This message to alert you that Apple might cancel your iPhoto book order for no reason !
This is what just happened to me, leaving me in a totally dissatisfying and frustrating situation, as I did everything to have this book in time for Christmas, had to go through over an hour on the helpline with Customer Services, whose agents are badly informed on the solutions that they can offer you when such mistakes happen ---
I ordered an iphoto book on December 14, in order to have it in time for Christmas.
Nothing was reported wrong or erroneous when I placed the order and uploaded the book. Two days later, Apple cancelled my order without any notification sent to me. I have only learned about it on December 21, worried that my book had not arrived yet. I checked online about my order status, which then said "order cancelled". No explanation why. I waited for Monday December 23 in order to be able to talk from someone at Customer Services. I was then told that my order had been cancelled because one picture and text was overlapping, but they could not tell me exactly which one. It was then suggested to me that I should replace the same order and call back so that they could accelerate the process.
I placed the order and sent the exact same book to Apple again and then called back. Another assistant from Customer Services advised me that there was nothing they could do in order to accelerate the printing and delivery process. All they COULD HAVE offered me was 15% discount, which the first assistant did not mention and which now was too late for me to benefit from since I had already placed the order. Also, I was told that my exact same order did not produce any issue for printing, so that the first cancellation was in fact made without any reason.
This leaves me with the following situation: Although I have placed my first order in time for it to arrive before Christmas, I end up with no Christmas present, over an hour lost on the phone with customer services, no discount, no accelerated printing or delivery process or any other gesture in order for my infuriating situation to be less so, and a photo book that will arrive in early January when I will have already left my family to work abroad again.
I am entirely dissatisfied with the quality of the Apple iphoto book service and Apple customer services. I have not obtained any help or remedy from your customer services although several mistakes had been made on their side.
You are well advised to consider alternatives before spending hours on creating an iphoto book...Anne, that is really outragious. And I cannot understand why the support did nothing to rectify their mistake and help you to get your book printed in time.The support teams at the Print Products Stores probably will not read these these Forums, these are user-to-user discussions. So, to make Apple listen to your justified complaint, use the feedback form.
http://www.apple.com/feedback/iphoto.html -
Urgent: Replication of CRM Service Ticket to PM Service Notification in ECC
Hi Friends,
I have a Client requirement where
1) a Service Ticket is created on CRM IC Webclient.
2) This Service Ticket is then Replicated in Plant Maintemance (PM) Service Notification on ECC.
3) Then the Service Notification is executed in the PM Module through PM Service Order.
4) Then the service order status is updated on the Service Ticket.
5) The PM Service Notification and PM Service Order details should be visible from the Service Ticket window in IC Webclient.
I would appreciate if you can provide any information/details on how to replicate a CRM Service Ticket to Plant Maintemance (PM) Service Notification on ECC.
Any information on the above scanario setup and execution will be greatly helpful to me.
If you have any docs relevant to this pls send it accross to me.
My mail ID [email protected]
Pls help me out.
Thanks in advance and warm regards
PurnenduHello,
this is a topic where i´m also very interested and i already did some analysis on this.
There is now standard way from SAP to replicate CRM Service Request to CS Service Notification.
I´m thinking about a customer solution using a RFC function call to create the CS Service Notification in background.
Best regards
Manfred -
Get the Sales Order number from Service Notification
Hi Experts,
Please let me know if there are any BAPI's or standard Function modules to get the Sales order for a given Service Notification number.
Thanks a lotHi Ashish,
Hope the listed BAPI's let you solve the issue:
BAPI_SERVNOT_CLOSE Complete service notification
BAPI_SERVNOT_CREATE Create service notification
BAPI_SERVNOT_DEL_DATA Delete Items, Causes, Activities, Tasks, Partners of the service notif.
BAPI_SERVNOT_GET_DETAIL Get details about a service notification
BAPI_SERVNOT_MODIFY_DATA Modify a service notification or associated subdata
BAPI_SERVNOT_POSTPONE Postpone service notification
BAPI_SERVNOT_PUTINPROGRESS Put in process a service notification
BAPI_SERVNOT_SAVE Save service notification
BAPI_SERVICENOTIFICAT_CREATE Create service notification
BAPI_SERVICENOTIFICAT_GETLIST Select service notifications according to customer or contact person
BAPI_SERVNOT_CHANGEUSRSTAT Change the user status of a service notification
Regards,
Soundarya. -
Hi Gurus,
Where can i cofigure Service material(LEIH) to activity types in CS?
Quick help will be appreciated.
Regards,
Vikasdear 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 -
VZW Customer Service is a Joke (3332 Error Still A Huge Issue)
I've been using an old (original) Razr flip phone, and recently had the opportunity to purchase a (never used) Razr2 that missed the 3/2011 update. Before forking over a single penny, I googled the 3332 error. It brought me to these very pages where a very helpful Verizon employee (helpful Verizon employee being an oxymoron these days) named MikeS_VZW posted on several different threads about how to fix the 3332 error.
He posted a direct filepath for store employees to follow, and he also posted a list of phones that the flash would work for. (By the way, all those threads are now locked for some reason.) It was based on this information - a Verizon Wireless Employee posting on the Verizon Wireless Website, that I decided to fork over the money and buy this new phone.
So a few days ago I head to the Encino, CA store and am told that they don't have any computers at all that a phone can be hooked up to and that he didn't think any stores are able to flash phones. But he did go in back and call around. Turns out that the Flagship stores are still able to flash phones and that the nearest Flagship store was in Porter Ranch.
Today I went to the Porter Ranch, CA Verizon Wireless Flagship store. Upon entering I explain that I was sent there from Encino to have my phone flashed. I show him a printout of MikeS_VZW's filepath & instructions. The greeter tells me that he doesn't know why they keep sending people to his store but that he will have someone help me out.
Jean Carlo comes over and I explain the whole thing to him again. First thing that he tells me is that Encino could have done it saving me a extra 30 miles (15 miles each way). Well I say that they told me only Flagship stores could Flash my phone. He tells me Panorama City is also a Flagship store (and only about 4 miles away from me). But whatever, I'm already in the Porter Ranch Store...
I show him the printout and without looking at it he responds that he knows how to flash a phone. He then goes on to tell me that he can flash my phone but if it burns out, which has happened, then they aren't responsible and I would have to pay the insurance deductible to get a new phone.
Again, I WOULD HAVE TO PAY MONEY OUT OF MY POCKET, IF THE VERIZON WIRELESS FLAGSHIP STORE EMPLOYEE RUINED MY VERIZON PHONE WHILE TRYING TO GET IT TO PROPERLY WORK ON THE VERIZON WIRELESS NETWORK. Gotcha.
I told him to go ahead, because if it burned out then I would revert to my super old original Razr and then just wait it out til the end of my contract.
Ten or so minutes later and brings my phone back as it's still restarting and asks if there's anything else. I say no and he walks away. As soon as it restarts I try to download Backup Assistant and I of course get the 3332 Errror.
I go to find Jean Carlo, but he's with a customer...20-30 minutes later, I show him the printout of the filepath that he previously refused to look at and ask if that's the filepath he followed because I'm still getting the error message. He tells me to hold on, takes the printout and goes to talk to someone. 5-10 minutes later Benjamin the manager approaches me and says that they can't follow specific filepaths, they can only flash phones with whatever software they have on their computers which are sent to them by Verizon.
I explain that this is a fix posted to the Verizon Website, by a Verizon Employee and am told that there is nothing they can do and that I should call tech support.
As soon as I got in my car I called 611 customer service to complain about the runaround that I had gotten which resulted in nothing being done to fix the problem that Verizon themselves created. The cs rep (whose name I didn't get) told me that it sounded like an issue for tech support. So my call to complain about getting the runaround results in getting more runaround.
I was transferred to Buddy. I explained everything to him, told him about this forum and asked him to pull it up. He was unable to because their computers are very slow and the page kept timing out before it could load (VERY TELLING). He did mention though that anyone could post on the forums that MikeS_VZW might not be a Verizon employee. Buddy's solution was that he offered to replace my new phone (old, out of stock model, but still new and never before used) with a "like new" refurb. This option would 1) not cost me anything, and 2) not require a contract extension. The only 3 phone choices he gave me are all garbage. I wouldn't take any of those phones if I was offered free service to use them. And even if I were willing to try one out to see if it was acceptable, I'd have to send them my Razr2, so I'd be stuck with the garbage once it proved to be garbage. And since he was unable to pull up this forum to see that there is a fix, I asked to speak to a supervisor.
I was then transferred to Brandon. While his computer was super slow as well, he was able to open the forum and see the filepath that MikeS_VZW had posted. I asked him to verify that we are in agreement that MikeS_VZW is (or at least was) a Verizon employee. He conceded that it appeared that he was. A lot of back and forth later, he promised to call stores in my area to see if he could find one that could and would be able to fix my phone. But before he did that, I asked him if he was able to open the filepath that MikeS_VZW had listed. He tried and said that it had been moved to a different location. He looked to for in that new location and still no luck. Therefore, if he wasn't able to find it, what was the point of asking a store to follow a path to a destination that didn't exist.
That 611 call lasted 02h 01m 31s. Plus the 45m-1h I spent in the Porter Ranch. All for nothing. All because Verizon has obsolete information posted in it's help forums.
There was a reply to a (now locked) post dated as recently as February 13, 2013, a mere month ago, saying that they went into a store in Columbus Ohio, and that store was able to fix the problem. Why does one hand not know what the other one is doing.
Is there anyone else that has had this issue resolved recently?
I have been a Verizon Wireless customer for over 10 years, since before it was called Verizon Wireless (I started with Airtouch). Slowly but surely, year by year, month by month, and day by day, their service, as in customer service (not wireless service) has steadily gone downhill. They do not care about their customers. They only care about their customers money.
I have 3 phones in service with Verizon, and as soon as the contract expires on the last one in July, I'm dropping them as fast as they drop calls in the canyons.
Q: Why create that update in 3/2011 that removed functionality from all the basic/non-smartphones?
A: Cashmoney*
By removing functionality you force your customers to upgrade their phones. (Cashmoney)
By forcing your customers to upgrade their phones you force your customers to sign new 2-year contracts. (Cashmoney)
By forcing your customers to sign new 2-year contracts when you basically offer nothing but smartphones, you effectively force your customers to switch to a smartphone. (Cashmoney)
By forcing your customers to switch to a smartphone you force your customers to add data plans. (Cashmoney)
Q: Why start charging a $30 upgrade fee when it used to be free to upgrade?
A: Cashmoney
Dear Verizon, may I please please pretty please pay you $30 for the privilege to continue paying you every month? (Cashmoney)
Q: Why eliminate the unlimited data plan and move to an obtusely structured tier system?
A: Cashmoney
Hey Verizon, do you think there's any way it's possible for me to pay you more, but get way less? Why don't you guys look into that and see what you can come up with. (Cashmoney)
*Cashmoney - Corporate translation: Added revenue stream
Note: all the tags relating to this post (i.e. no_help_from_customer_service, money_hungry_company, cancel_contract, cancel_service) were already created by other users prior to me.
>Subject line edited to remove profanity<
Message was edited by: Verizon Moderator1. Jim, the only reason my phone is "obsolete" is because Verizon decided to make it "obsolete". Otherwise, it makes and receives calls and texts without issue.
2. We are not all customers here, Verizon employees are constantly posting on these boards.
3. There was a post on a previous thread by a customer who had the issue resolved. That post was dated February 13, 2013. https://community.verizonwireless.com/thread/493678?start=122&tstart=0
4. You, personally, might not need to know what every single person said in every single discussion, but I wanted the Verizon employees that troll these boards to see what >Comment Deleted<they put their customers through.
5. >Comment deleted<
Message was edited by: Verizon Moderator -
Customer Service Complaint in Thailand
To Customer Service team,
I am writing this complaint for I did not receive satisfactory service from HP Customer Service in Thailand.
HP's Service Center policy is that the device sent for repair will only require 3-5 days; however, not only the customer service did not reply me about the status of the repair status within 5 days, I called to HP Service Center to ask about the status myself, but also did not receive a specific reply to the repair status.
I sent the notebook for repair because you guaranteed 3-5 days working time, as it fits perfectly with my schedule before flying back to Taiwan. Now, it is over 5 days, I did not receive any confirmation on what is the status of my notebook and I am leaving the country.
I called Service Center today (Saturday), a staff picked up, but was unable to provide any useful information on how I can retrieve my notebook urgently. Now my notebook is stuck in Thailand and I am away at another country.
I am very disatisfied with HP Service Center's unprofessional and careless service as I did mentioned on phone to Customer Service that I will require the notebook within the week. Please kindly send this information to responsible staff in Thailand and I will need a full in-depth reply about what to do with my notebook stuck in Thailand.
Job ID: 4639574092
Tax No: 3101745030
Product Description: Compaq Presario B1228TU Notebook PC
Product#: GT991PA
Please have HP's Thai Customer Service Team contact me urgently with the contact information given along with the Job ID.
Thank you.We are just regular users and have no access to HP's repair center records. Perhaps a Moderator can step in here and see if this post can be brought to the attention of the proper actual HP employees.
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