Contents:: Field Service Planning

0
Field Service Planning
Contents:
 Simple order processing
 Order entry and planning
 Order processing
 Order confirmation
 Billing
 Order completion
 SAP AG 1999
(C) SAP AG LO110 6-1

0.2
Field Service Planning: Unit Objectives
At the conclusion of this unit, you will be able to:
 List the contents and functions of service orders

 Describe the steps in order processing
 Create, process, and complete service orders
 SAP AG 1999

0.3
Course Overview Diagram
CS - Overview Returns and Repairs
Technical Objects Service Contracts
Planned
Helpdesk
Customer Service
Field Service Evaluations

Planning
 SAP AG 1999

0.4
Field Service Planning: Business Scenario
 The technician performs work at the customer site.

 This work is either triggered by a problem message
from the customer or performed as planned
activities.
 The work is documented and an invoice created.
 SAP AG 1999

0.5
Simple Order Processing: Topic Objectives
At the conclusion of this topic, you will be able to:
 Name the functions and contents of service

orders
 Describe the steps in simple order processing
 Generate a service order from a notification
 Perform a process flow for a simple order
 SAP AG 1999

0.6
Process Flow in Service Order Processing
Creation
Planning
Planning
Release
Printing
Execution
Confirmation
Technical completion
Billing document
Settlement
Completion
 SAP AG 1999
 The order processing steps shown here represent the maximum number involved. You can skip
certain steps, or perform several steps simultaneously. You can also automate steps such as billing,
settlement, and completion.

0.7
Functions of Service Order
 Planning
 Description
 Resources
 Deadlines
 Execution
 Shop papers
 Documentation of work progress
 Confirmation
 Settlement
 Internal
 External
 SAP AG 1999
The service order fulfils the following functions:

 Planning of services, such as repairs, maintenance and inspection activities, assemblies and
modifications:
 Description of work to be performed
 Resource planning: Internal and external employees, materials, and tools
 Scheduling for execution
 Support of execution and monitoring:
 Printout of order papers containing information relevant for execution
 Documentation of work progress using activity reports and completion of operations
 Confirmation of times, material withdrawals, goods receipts, and billing documents
 Settlement of expenses incurred on the order:
 Internal: Settlement of costs and revenues to controlling objects or a contract
 External: Billing of expenses to a customer

0.8
Structure of Service Order
Change Service Order 500200: Central Header
Order SM02 500200 Printer - repair

Status CRTD
Header data Operations Components Costs Partners Objects
Customer
Who should do Which Estimated, Internal Technical
what when? materials planned and objects

Service data
are & actual external and
Responsibility required? costs, notifications
revenues
Dates
Reference object
 SAP AG 1999
A service order is structured as follows:

 Order header with description (short and long text), status information, customer and address data,
service data (for example, service product), areas of responsibility, dates and entry of a reference
object. The header data also includes cost and revenue data, partner data and the object list.
 The order contains one or more operations. These are the individual steps to be executed by internal
or external employees. If a more detailed structure is required, one or more sub-operations can be
created for each operation.
 Components can be assigned to each operation. These are stock or non-stock materials that are
required to execute the work. Production resources or tools that are required for the work to be
executed are also assigned to the operation.
 In the cost overview, you can enter and display the estimated costs, and display planned costs, actual
costs and actual revenues for the entire order.
 In the partner overview, you can maintain additional internal and external partners (for example,
reponsible employees) for the order.
 If the order has several reference objects, these are entered in the object list. If there are several
notifications for the order, these are also available in the object list.

0.9
Process Flow for Simple Order
Create service Confirm and

notification with Put service order technically Bill
service order in process complete service service order
order
• Identify customer • Print order papers • Working times • Create billing

• Determine reference • Material withdrawals request
object(s) • Notification activities • Create billing
• Describe problem • Damage and cause document
• Describe activity • Technically complete
• Assign personnel order
• Complete notification
 SAP AG 1999
 The employee enters a service notification for the customer call. Since a technician is required, the
employee responsible generates a service order from the notification. Data is copied from the
notification to the order. The notification and order are assigned to one another, and can be processed
together.
 Since each order must contain at least one operation, you can maintain the data for the first
operation on the order header screen. The system proposes the data for this operation from the order
header data.
 The processor immediately puts the service order in process. The order receives the system status
“Released" and shop papers are printed.
 After performing the work, the technician confirms the number of hours worked and the materials
consumed. Additional information regarding activities, damage, and causes of damage are entered in
the notification. The technician then technically completes the order, and simultaneously completes
the notification.
 The employee responsible for order settlement creates a billing request from the service order. This
is the basis for the creation of a billing document.

0.10
Order Entry and Planning: Topic Objectives
 List the options for planning operations and

components
 Plan an order with internal and external services
as well as components
 SAP AG 1999
(C) SAP AG LO110 6-10

0.11
Options for Creating Orders
 Enter directly
 Generate a service order from a service

notification
 Create for an existing notification
 Combine several notifications in one order
 Generate from a sales order item
 Generate the order automatically from a

maintenance item
 SAP AG 1999
 You can create service orders directly. To do this, you must enter at least the order type and
planning plant.
 While creating or changing a service notification, you can create a service order from the
notification. The notification and order are thereby assigned to one another and this assignment can
no longer be deleted.
 You achieve the same result if you create an order using the function "Create for notification".
 If several notifications are combined in an order, these will appear in the object list for the order.
 You can automatically generate a service order for planning, executing, and confirming services sold
in this sales order from a sales order item. This is also the case for returns and repairs processing,
which is controlled by the requirements type and requirements class for the sales order item. The
material entered as sales order item must also be recorded in the table “service products”.
 You can generate service orders from maintenance items at regular intervals in maintenance
planning.
(C) SAP AG LO110 6-11

0.12
Order Operations - Internal Processing
 Description of activity
 Text
 Service numbers
 Sub-operations
 Performing work center
 Employee and requirements

assignments
 Planned working time and

duration
 Activity type
 Deadlines
 Relationships
 SAP AG 1999
 Work performed internally is planned in the operations for internal processing. The attributes of the
operation are defined by the operation control key.
 The work to be performed is described in the short and long texts. Alternatively, you can describe
the work to be performed using the service numbers and quantities assigned to the operation.
Operations can be structured using sub-operations. However, the data for sub-operations is
transferred to capacity planning, not to order scheduling.
 Assignment of personnel can be made on the requirements assignment overview screen. Capacity
requirements are generated at personnel level from the splits defined here.
 The planned working time is important for determining capacity requirements, whereas the
duration of the operation is equally important for scheduling. The system determines the operation
deadlines using the scheduling function. You can enter scheduling restrictions for each operation.
 The system proposes the activity type for determining planned costs from the master record of the
performing work center as a default.
 Relationships represent the logical dependencies between the operations for one of more orders. A
network is a possible result of relationships.
(C) SAP AG LO110 6-12

0.13
Graphical Monitor
Processing toolbar Day Time
Graphical monitor for resource planning
Technician
Hurst
Peters
Jones
Russell
Gordon
Employees Overdue Current Future

assigned to operation operation operation
work center
Current time
 SAP AG 1999
 The graphical monitor enables you to obtain an up-to-date overview of the work assigned to
individual technicians at a work center. The system automatically updates the monitor at defined
intervals.
 The system displays the absence times from the Time Management component as well as the
capacity load records (assigned order operations) for all technicians assigned to a work center.
 You can display, change, or confirm orders from the display.
(C) SAP AG LO110 6-13

0.14
Capacity Requirements Planning
For service work centers
Free
Required Available
capacity
... and for people
 SAP AG 1999
 Capacity requirements planning is aimed at determining available capacity at the individual

service work centers and optimizing its utilization in view of constantly changing requirements.
 The following tools are available:
 Capacity evaluations for capacity available and requirement. Capacity available is the working
time that each employee is available for. Requirement is generated from the planned working time
for order operations.
 Capacity leveling (in graphical or tabular form)
 When performing capacity leveling, you can change orders directly in the planning table. You can
also assign employees to operations here.
(C) SAP AG LO110 6-14

0.15
External Services in Order
Operations for external processing:
 Service - External:
 Enter a text for an operation
 Generate a purchase requisition with item category
"Standard purchase order"
 Service - External (with service sheet):

 Enter service specifications for operation
 Unlimited service numbers per operation
 Generate a purchase requisition with item category
"Service" and service specifications
 SAP AG 1999
 Work to be performed by a third party is planned as external operations in the order. This requires
the entry of the corresponding operation control key.
 An operation for service - external is entered using the standard control key SM02. The external
service is described by the operation text.
 An operation for service - external (with service sheet) is entered using the standard control key
SM03. The external service is described by one or more service numbers assigned to the operation.
 You can enter additional purchasing information in the external processing data for the operation.
This information is transferred to the purchase requisition generated automatically.
(C) SAP AG LO110 6-15

0.16
Service - External: Process Flow
External
operation
Purchase
requisition
Purchase order
Order
release
Goods receipt
Company
Invoice
xyz
Invoice
receipt
 SAP AG 1999
 Depending on the order type, the system generates one or more purchase requisitions (one purchase
requisition per external operation) when you save or release an order.
 In Purchasing, purchase orders are generated from the purchase requisitions. The purchase order
items are assigned to the account for the service order, in other words, the service order is debited
with the costs of the procurement process. The system displays purchase requisitions and purchase
orders in the document flow for the order.
 Goods receipts with reference to these purchase orders can be entered as soon as the order is
released.
 When valuated goods receipts for external services are entered, the service order is debited with the
order value.
 The service order is automatically credited or debited by invoicing differences on invoice receipt.
 You can display the goods receipts entered in the list of goods movements for the order and in the
document flow.
(C) SAP AG LO110 6-16

0.17
Service - External (with Service Sheet): Process Flow
External
operation
Purchase
requisition
Purchase order
Order
release
Service
entry
Service
accepted
Company
xyz Invoice
Invoice
receipt
 SAP AG 1999
 When external operations for services are entered in a service order, service specifications are
created for the operation. These specifications consist of one or more service numbers with
information on the service quantity or from text items.
 Depending on the order type, the system generates one or more purchase requisitions when you
save or release an order.
 In Purchasing, service purchase orders are generated from the purchase requisitions. The purchase
order items are assigned to the account for the service order, in other words, the service order is
debited with the costs of the procurement process. The system displays purchase requisitions and
purchase orders for the order in the document flow.
 The services performed are entered in the function “Service entry" using service entry sheets.
 When the services performed have been accepted, the service order is debited with the order value.
 The service order is automatically credited or debited with invoicing differences on invoice receipt.
(C) SAP AG LO110 6-17

0.18
Order Components
 Stock items
 Stock material
 Creation of reservations
 Non-stock items
 Direct material reference
 Creation of purchase requisitions
 Text items
 Materials without material master
 Notes
 SAP AG 1999
For order components, there are three different item categories:

 Stock items: Material to be withdrawn from a warehouse for the order. Reservations are created.
 Non-stock items: Material to be obtained specifically for the order. You do not have to enter a
material number. Purchase requisitions are created.
 Text items: User-defined text is entered. Text items are used for materials without a material master
record or for comments.
(C) SAP AG LO110 6-18

0.19
Stock Material: Process Flow
Component
assignment
Material
reservation
Order
Availability
release
check May
Printing
Automatic
availability
check May
Goods
issue
 SAP AG 1999
 You can perform an availability check for each component item or for all components in the order
when assigning components. The material availability list enables you to obtain an overview of the
availability situation.
 Material reservations are generated when you save the order, and depending on the order type, are
effective when you save or release the order.
 An automatic availability check may be made when you release an order. It is possible to release the
order even in the event of non-availability.
 You can also print out a material pick list and withdrawal slip when you print the order papers.
 Planned goods issues are entered with reference to the reservation or order number. The system
proposes the planned components for withdrawal posting as a default. If the goods issue is
unplanned, you must enter the order number, material number, and quantity.
(C) SAP AG LO110 6-19

0.20
Non-Stock Material: Process Flow
Component
assignment
Purchase
requisition
Purchase order
Order
release
Goods receipt
Company
Invoice
xyz
Invoice
receipt
 SAP AG 1999
 When non-stock materials are assigned in the order, additional purchasing information can be
entered. This information is transferred to the purchase requisition generated automatically.
 Depending on the order type, the system generates one or more purchase requisitions when you
save or release an order.
 In Purchasing, purchase orders are generated from the purchase requisitions. The purchase order
items are assigned to the account for the service order, in other words, the service order is debited
with the costs of the procurement process. The system displays purchase requisitions and purchase
orders for the order in the document flow.
 Goods receipts with reference to the order can be entered as soon as the order is released.
 When valuated goods receipts are entered, the purchase value is debited to the service order.
 The service order is automatically credited or debited with invoicing differences on invoice receipt.
 You can display the goods receipts entered in the list of goods movements for the order and in the
document flow.
(C) SAP AG LO110 6-20

0.21
Service Order with Advance Shipment
Creation of
service order Advance shipment
Material selection from order Customer

component list order
Item
1000783 PC Maxitec
R-1160 Screen 10
R-1120 Cable
20
R-1130 Keyboard
Material selection from Sales order for

structure list advance
shipment
 SAP AG 1999
 If the materials required for executing the work should be sent to the customer, you can create a sales
order for advance shipment from the component overview of the service order. You can thereby
create the material items for the sales order by selecting the components in the service order, or by
selecting from the structure list for the reference object.
 In the following sales order dialog box, it is possible to supplement and change the material items
proposed from the service order. If changes are made to the items in the sales order, the service order
is not updated.
 The sales order is saved together with the service order. The advance shipment sales order is
displayed in the document flow for the service order. The service order and the components copied
to the sales order are assigned the system status "Advance shipment occurred". The system also
automatically sets the indicator "Non MRP-relevant" in the service order for the spare parts.
 Only one sales order is created for a service order. If an advance shipment of additional material
components is required later, the existing sales order can be enhanced from the service order.
 Generating advance shipment sales orders using the sales document type consignment fill-up offers
you additional options (customer consignment).
(C) SAP AG LO110 6-21

0.22
Service Quotations
 Options for drawing up quotations:

 Create quotation from service order planning data
 Generate service order from quotation item
 Options for billing

 Planned effort
 Actual effort
 Fixed price of service product
 SAP AG 1999
 You can create a quotation from the planning data for a service order. The service order is used as a
planning tool for the cost estimate. The quotation items are either generated from the planned effort
for the service order or contain the service product in the service order header.
 Alternatively, you can automatically generate a service order for the subsequent execution of the
work from a service item in the quotation when creating a quotation in the Sales and Distribution
(SD) application component. If you create a sales order with reference to this quotation, the service
order is then assigned to the corresponding sales order item.
 Depending on the settings of the dynamic item processor profile (DIP profile), the services
performed are billed on the basis of planned effort, actual effort, and fixed price of the service
product. The DIP profile is located in the administrative data of the order header and controls
quotation creation as well as resource-related billing.
(C) SAP AG LO110 6-22

0.23
Creating Quotation from Service Order
1
Create service Service 2 Create
order
order quotation for Quotation
Status service order
"Quotation
created"
Contents:
• Service product
• Result of planning
Status
"Quotation
3 Accept
quotation
accepted"
4 Create
billing document Billing
• Fixed price
with reference to document
• Planned effort
service order
• Actual effort
 SAP AG 1999
 You have created a service order. As long as you have not released it, you can generate a quotation
from this order. This contains the result of service order planning or a service product (service
material). The service order receives the status "Quotation created".
 For this, you must have entered a dynamic item processor profile for creating quotations.
 The service order cannot be released as long as the quotation has not been accepted.
 If the quotation is accepted, the status "Quotation accepted" is set.
 A billing request is created when the quotation is accepted. This billing request can be used as the
basis for billing with the fixed price from the quotation.
 The service order is billed based on the quotation using the planned effort, actual effort, or fixed
price of the service product.
(C) SAP AG LO110 6-23

0.24
Order Processing: Topic Objectives
 List the options for order processing

 Select orders and operations
 Put orders in process and print them
 SAP AG 1999
(C) SAP AG LO110 6-24

0.25
Service Orders - List Editing
 Why?
 Searching for a particular order
 Simultaneous processing of several orders
 Limiting the work list
 Scope
 Single or multi-level orders
 Order operations
 Order components
 Order permits
 Options
 Field selection
 Selection conditions
 Sorting
 Monitor
 SAP AG 1999
 There are many reasons why the system should support you in selecting order data:
 You want to change or display a particular order, but you do not know its number.
 You want to change or display several orders that have certain characteristics.
 You want to perform particular functions simultaneously for several orders that have certain
characteristics.
 You want to obtain an overview of all the operations, components, or permits that meet certain
criteria.
 The system provides the following options:
 Field selection: Display of the most important fields in the list.
 Options for selecting and sorting based on the field contents displayed.
 Monitor for orders with easy-to-understand symbols (traffic light colors). In the lists of orders, a
traffic light symbol can be displayed by selecting ‘Monitor'. This symbol provides information at a
glance. The information monitored can be: Priority, order start and end dates, scheduled start and
end dates.
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0.26
Order Release
Order
Order papers
papers
Put in process
Release Status
Status
'RELEASED'
'RELEASED'
 SAP AG 1999
 When you perform the function "Put in process", the order papers are printed and the order is
released (status ‘RELEASED').
 The function "Release" is used to release the order without a printout.
 The following functions can only be executed once the order has been released:
 Printing of shop papers
 Posting costs to the order (time confirmations, material withdrawals, goods receipt postings, and
so on)
 Revenue postings to the order by generating billing documents
 Technical completion and business completion of the order
 Depending on the settings for the order type, you can check the availability of capacity, materials,
and production resources and tools when you release an order. You can also configure the system
reaction in the event of non-availability (no response, warning, or error message).
 A settlement rule containing details of the settlement receiver can also be automatically defined
when an order is released.
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0.27
Printing / Faxing Order
 Operation control ticket
 Job ticket
 Pick list
 Material withdrawal slip
 Completion confirmation slip
 Time ticket
 SAP AG 1999
 You can either print or fax the order papers.

 In der Standardeinstellung sind folgende Druckausgaben beim Auftragsdruck möglich:
 The following printouts are possible when you printing using default settings:
 Operation control ticket: Complete overview of the order with partner, customer, and operation
data
 Job ticket: Overview that accompanies the order with operation data and components
 Pick list: Shows the warehouse clerk which materials have been scheduled
 Material issue slip: Required when issuing material from the warehouse
 Completion confirmation slip: For entering actual dates, working times, and confirmation
information for each operation
 Time ticket: For entering the time needed for each operation
 Object list: List of order objects
 You can set which papers should be printed for which order type. You can also make this selection
using print call up(select “print with dialog box”).
(C) SAP AG LO110 6-27

0.28
Paging
Notification
/ order  Paging = Sending short messages
using a pager
 Availability:
 Notification and order header
 Notification / order - Partner overview
Short  Graphical Monitor

message
 Possible recipients:
 Technician (system user / personnel number)
 Customer
 Contact person
 SAP AG 1999
 During notification and order processing, you can send a pager message to one or more partners. The
paging service requires the components SAPoffice and SAPconnect.
 These short messages can also be pre-defined standard texts that are extended individually.
 Using the same technology, you can also send messages using the Internet or SAPoffice.
 Possible recipients of this information are defined in the communication data for the respective
partner.
 The system automatically sets the system status "Paging occurred" for the notification or order
when the first pager message is sent. Pager messages are only sent once the notification or order has
been saved. The paging status can be displayed from the header screen, partner screen, and graphical
monitor. The system displays a list of all notifications and orders from which pager messages have
been sent for each partner that you select. The last status that was transmitted for each pager message
is displayed.
 An overview of all pager messages that have been sent for each partner is displayed in the action log
of the notification or order. All the pager messages that were sent and the transmission history are
displayed in the document flow for the notification and order (View "Object Links").
(C) SAP AG LO110 6-28

0.29
Mobile Service
 Made-to-measure package for the mobile technician

 Support of external sales force - service process
Service orders
Service notifications
Customer data
Technical object data
Contracts
Status changes
Time confirmation
Material withdrawals
Notification data
 SAP AG 1999
 You can use Mobile Service to download all the data the technician requires to perform their work
from the SAP System to a laptop and then process it independently of the R/3 System.
 Service notifications and orders are entered in the SAP System, and downloaded to the laptop
together with customer data, technical objects, contracts, and so on.
 The technician can update the notifications and orders for which they are responsible on the laptop
and enter confirmation information. This data is subsequently uploaded to the SAP System.
(C) SAP AG LO110 6-29

0.30
Order and Operation Statuses
Additional order statuses:

• Material confirmed • Goods movement
• Advance shipment made • Partially confirmed
• Printed • Finally confirmed
• Settlement rule • Billed
Order
Order Order Order
technically
created released completed
completed
Operation status:
• Created
• Released
• Partially confirmed
• Finally confirmed
 SAP AG 1999
 The system status is assigned automatically for certain activities.

 The system status informs you of the current status of an order or operation.
 An order or operation can have more than one system status simultaneously.
 The system status imposes certain processing restrictions. For example, an order cannot be closed if
it has not been fully settled.
 If you require more than the available number of system statuses, you can also define individual user
statuses. You then define dependent restrictions for these user statuses. You can set user statuses for
the order or for the order operations.
 It is also possible to lock an order from further processing.
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0.31
Order Confirmation: Topic Objectives
 List the options for completion confirmation

 Confirm hours worked
 Create activity reports for the order
 Confirm material withdrawals
 Technically complete an order
 SAP AG 1999
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0.32
Order Confirmation
 Working time: Internal activity
 External services
 Goods receipt
 Service entry sheet
 Activities
 Activity reports
 Completion confirmation texts
 Material postings
 Planned withdrawals
 Unplanned withdrawals
 Goods receipt for purchase order
 Object changes
 Measurement values / counter

readings
 SAP AG 1999
 All relevant information that has been created during execution of the order is entered during order
confirmation.
 This information includes the hours worked by your technicians.
 Services performed by a third party are documented as goods receipts or service entry sheets,
depending on the type of purchase order.
 The activities performed are described in one or more notifications for the order. Completion
confirmation texts can also be created during the entry of time confirmations.
 The system posts both material withdrawals from the warehouse and goods receipts of materials
ordered directly from the vendor.
 Object changes, such as conversion tasks or the installation and dismantling of equipment, are
documented as changes to the master data for the corresponding technical objects.
 Measurement values and counter readings are entered in the form of measurement documents for
the technical object.
 The confirmation of internal services, material withdrawals, notification data, and measurement
documents on one screen is possible using the "Overall completion confirmation" function.
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0.33
Time Confirmation
 Functions:
 Single entry
 Collective entry with/without operation selection
 Overall completion confirmation
 Time Sheet
 Entries:
 Order and operation number or confirmation
number for operation
 Performing work center
 Personnel number (if required)
 Actual working time
 Scope: Partial or final confirmation
 Further information
 SAP AG 1999
 The following functions are available for confirming the time required for internal activity: Single
entry (one screen per confirmation document), collective entry directly and with operation
selection, and overall completion confirmation. The cross application time sheet (CATS) enables
you to make a standard entry of the hours worked for different target applications.
 Times are assigned by entering the order and operation numbers or by entering the internally
assigned confirmation number for the operation. The system proposes the performing work center
as a default from the planning data. The personnel number is an optional entry.
 On confirmation, the operation and order are assigned the system status “Partially confirmed" or
“Finally confirmed". The order is assigned the status “Finally confirmed" once all the operations
for the order have been completely confirmed.
 Material reservations that are still outstanding (material has not been withdrawn) can be posted
when times are recorded.
 Further information that can be entered: The estimated remaining working time; date and time for
work start and end; a forecast for the operation end; a reason code that justifies the difference
between planned and actual times; user-defined short and long texts.
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0.34
Activity Report
 Completion of notification for order
 Entry of activity reports

 Independent of time confirmation
 Can be called up from the time confirmation
 Contents of activity report

 Reference object
 Items: Object parts, damage, causes
 Activities
 SAP AG 1999
 You can confirm the activities performed, as well as confirming damage and malfunction data as
notification data using catalogs.
 If a service notification already exists for the order, it can be updated in the completion confirmation.
 You can also create one or more notifications of type “Activity report" and assign them to the order.
The activity reports created for an order appear in the order object list.
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0.35
Stock Material Confirmation
 Planned material withdrawals

 With reference to reservation number
 With reference to order number
 Backflushing
 Unplanned material withdrawals

 With reference to order number
 SAP AG 1999
 You can confirm withdrawals of stock material either from a transaction in the Materials
Management application component, or from the time confirmation (single entry or overall
completion confirmation).
 For planned withdrawals, the system proposes planned material after you have entered the
reservation or order number. You can then post the planned material.
 In the case of backflushing (indicator in the order component), the system automatically posts
material withdrawals as soon as you have entered the first confirmation of time for the operation.
 Unplanned material withdrawals are recorded simply by entering the order number, material
number, and quantity.
 You can display the goods issues entered in the list of goods movements for the order and in the
document flow.
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0.36
Non-Stock Material Confirmation
 Goods receipt in MM
 Order debiting
 Value: Purchase order value
 Invoice verification and creation in MM

 The order is debited or credited with the
differences between the purchase order
and invoice values.
 SAP AG 1999
 When a valuated goods receipt is entered for non-stock material, the purchase order value (multiplied
by the goods receipt quantity) is debited to the order.
 Should differences occur between the order and invoice values, these differences are credited or
debited to the service order when the invoice is processed.
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0.37
Technical Completion
 Documents that all work has been completed

 Fixes location and account assignment data
 Sets the reference date
 All associated notifications can be closed
 Cancellation of outstanding capacities
 Cancellation of outstanding reservations and
purchase requisitions
 Status "Technically completed"
 SAP AG 1999
 You can enter the reference time when technically completing the order. This is the date and time
with which the location and account assignment data for the reference object are read and saved in
the history. The orders are sorted in the history according to this reference time.
 All outstanding planning data is canceled when you perform a technical completion:
 Capacity requirements which have not been completely confirmed
 Material reservations for which a withdrawal posting has not yet been performed
 Purchase requisitions for which no purchase orders currently exist
 You must have assigned a settlement rule to the order before you can technically complete it.
 The technical completion of an order can be canceled.
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0.38
Billing: Topic Objectives
 List the billing options for service orders

 Perform resource-related billing for service orders
 Process expenditure items
 List the options for processing warranty work
 SAP AG 1999
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0.39
Resource-Related Billing
1 Create billing request 2 Create

• Generate dynamic items billing
• Create billing request document
Service
order
Billing Billing
request document
Company
xy
Dynamic Invoice
items
 SAP AG 1999
 During billing, the system generates dynamic items from the information about the expenses
involved (for example, costs for material and personnel). Before a billing request is created, you see
a modifiable overview screen that enables you to determine what the billing request should look like,
and which amounts should be calculated, postponed, or canceled. You generate the billing request
from this overview screen.
 You can work on this screen, for example, to simulate prices or save the dynamic items.
 There are two summarization levels:
 First level: The system summaizes the data records for the overview screen of the dynamic items.
 Second level: The system generates a billing request using the data from the dynamic items. If
necessary, the system summairzes the data again. Summarization depends on the settings in the
dynamic item processor profile.
 The billing request is a special form of sales order and forms the basis of the billing document. Each
item in the billing request has a material number that is determined by a material determination
procedure defined using the dynamic item processor profile.
 You can create a billing request using single or collective processing. The functions "Create billing
document", "Process billing due list", and "Batch billing" are available to you for creating billing
documents.
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0.40
Billing of Service Orders
 Flat-rate or according to effort
 Based on planned or actual costs
 With or without service product
 Flexible material determination
 Summarization of data possible
 Creation of credit memo requests
 SAP AG 1999
 There are different options available for billing service orders.

 You can perform billing with a fixed price, according to effort or a combination of both.
 Billing can not only be performed based on individual line items but also on different sources (totals
records).
 Billing can be performed with or without service products (service material). You can assign a
service product in the service order header to describe the services to be provided for the customer to
bill the services with a fixed price. If the order has the billing form "flat-rate", you can bill the
customer for the sales price of this service product.
 You can define the procedure for material determination of billing request items.
 There are many options for summarizing data.
 Credit memo requests are automatically created for negative amounts.
 Definition takes place once you have specified a form of billing and a dynamic item processor
profile in the service order.
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0.41
Warranty Processing
 Warranty check:
 Notification processing
 Order processing
 Creation of billing request
 No billing:
 Overall order:
Accounting indicator / user status
 Expenditure item:
Accounting indicator
 Dynamic items:
"Cancel" selection
 SAP AG 1999
 If the reference object has an active warranty, the system informs the user (assuming the
corresponding settings have been made) using the following functions:
 Processing of the notification or service order
 Creation of the billing request.
 If you are unable to bill the overall order, you can do this by entering an accounting indicator in the
order header. Alternatively, you can set a user status which forbids the business operation "Create
billing document".
 If only individual expenditure items are to be billed, you can configure this by entering an
accounting indicator in the time or material confirmation. For other expenditure items, you can set
the accounting indicator subsequently using the function "Repost accounting indicator".
 An accounting indicator may result in no dynamic items being created, a particular material number
being determined for the billing request, or a discount being calculated.
 You can also cancel the creation of a billing request for those expenditure items which should not be
invoiced.
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0.42
Order Completion: Topic Objectives
 List the options for order completion

 Analyze the order result
 Describe the principle of order settlement
 Settle an order
 Complete an order
 SAP AG 1999
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0.43
Cost and Revenue Analysis in Service Order
By value category By cost element
Estimate Plan Actual Plan Actual

Internal service Internal service
External service External service
Material Spare parts
Other costs Auxiliary material
Travel expenses
Revenues
Revenues
Service
order
 SAP AG 1999
 Costs and revenues are collected and displayed at order header level. Revenues are only represented
if the order type is classified as revenue-bearing.
 There are two views for costs and revenues.
 Estimated, planned, and actual costs as well as quantities are shown in the value category overview.
A value category contains one or more cost elements.
 The planned and actual costs as well as quantities structured by cost elements appear in the
planned/actual comparison cost report (CO report).
 Estimated costs can be entered manually as long as the order has not been released.
 Planned costs are determined according to the planning data for the order (operations and
components). This occurs every time you save the order or call up the function "Costing".
 Revenues cannot be estimated and planned.
 Actual costs are the result of completion confirmations and other cost postings to the order.
 Actual revenues result from the creation of billing documents for the order.
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0.44
Order Settlement
Settlement
receiver
 Settlement = Further allocation of costs
and revenues for an order to the
settlement receiver(s).
 These are located in the settlement rule.

Costs  This can be automatically determined
Revenues based on the order header data entered.
 Manual changes to the settlement rule

Service
are possible.
order
 SAP AG 1999
 Prerequisites for the settlement of a service order:

 The order must be released.
 A settlement rule must exist.
 The order must contain costs or revenues that have not yet been settled.
 Settlement can be performed as many times as required.
 The order type determines which settlement receiver types are possible and which type will be
proposed as a default.
 Possible settlement receiver types are: G/L account, cost center, order, WBS element, asset, material,
network, profitability segment, sales order, and business process.
 A profitability segment is a combination of account assignment features, such as company code,
sales organization, division, customer, and article. It is used in Profitability Analysis (CO-PA).
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0.45
Completion of Service Order
 Prerequisites:
 Order is released or technically completed
 Order is completely settled
 Consequences:
 Order can no longer be changed
 Order can no longer receive postings
 Status "Completed"
 SAP AG 1999
 If technical completion has not yet been performed for the order, this is performed by the system
using the function "Complete".
 Completion is possible as single or collective processing.
 You can cancel the completion if the order must be posted to again after completion. You must fully
settle the order again before you can complete it.
(C) SAP AG LO110 6-45

0.46
Field Service Planning: Unit Summary
 Service orders are used to plan, manage, execute,

document, and settle service tasks.
 A service order consists of an order header,
operations, components, and tools.
 Times, activities, material withdrawals, and goods
or invoice receipts can be confirmed for an order.
 A customer can be billed for the order based on
resource-related billing or with a fixed price.
 An order can bear costs and revenues which are
settled to the settlement receiver.
 SAP AG 1999
(C) SAP AG LO110 6-46

0.47Exercises: Field Service Planning
Unit: Field Service Planning

Topic: Simple Order Processing
At the conclusion of this exercise, you will be able to:

 Create a service notification with service order
 Put the service order in process and print it
 Enter times and material confirmations
 Perform resource-related billing for the service order
A customer calls and reports a problem. To solve the problem, a field

service activity is required. The technician performs the service. Material
is also required for this purpose. Resource-related billing is performed for
the order.
1-1 Creating a service notification with a service order

1.1.1 Your customer informs you that the network server is down again.
Create a service notification (Notification type: Service notification).
1-1-2 What is the notification number?
1-1-3 Enter a suitable problem description in the notification short text.

Enter your customer T-CSD## as the Sold-to-party.
Enter the Equipment T-CSE1## as the reference object.
Choose notification priority high.
Choose a damage code.
1-1-4 Create a service order for the field service from the notification.
Confirm the service order header data:
Order type: SM02
Planning plant: 1200
Business area: 8000
Main work center: PC-SERVS / Plant 1200
1-1-5 Select an employee from the main work center as person responsible for the
order.
(C) SAP AG LO110 6-47

In the first service order operation, enter a planned work duration of 4
hours.
1-1-6 Put the order in process.
Print the shop papers without a dialog box.
1-1-7 What is the order number?
1-1-8 Display the printout of the first shop paper on the screen.
1-2 Confirming a service order

1-2-1 Enter a completion confirmation for the field service.
Use the function Overall Completion Confirmation.
1-2-2 Choose menu path Extras  Settings, choose profile CS0001, and save the
settings.
1.2.3 Enter the order number and confirm with Enter.
1-2-4 Enter an actual work time of 3 hours for the first operation.
Create a second time confirmation by entering operation number 10 in the
second line and confirm with Enter.
Enter an actual work time of one hour and change the default activity type
to 1413 (travelling time).
Create a goods issue for material number R-1120, quantity 1 from plant
1200, storage location 0001.
1-2-5 Enter a cause code and an activity code for the service notification.
1-2-6 Complete the order technically and save the confirmation data.
1-3 Resource-related billing

1-3-1 Create a billing request for your service order. Choose Individual
processing.
1.3.2 Choose the view Sales price to display the billing request items.
1.3.3 Which net value will be billed to the customer?
(C) SAP AG LO110 6-48

1-3-4 Display the billing request items by expanding the node.
1-3-5 Create the billing request. What is the billing request number?
1-3-6 Create a billing document for your billing request.

1-3-7 Save the billing document. What is the billing document number?
1-3-8 Choose the function Display billing document.

Enter the billing document number and display the printout on the screen.
Confirm the two dialog boxes with Execute.
(C) SAP AG LO110 6-49

Topic: Order Entry and Planning

 Create a service order with internal and external operations and
components
 Create a quotation from a service order
Extensive work has to be performed at the customer site. Several

employees and external companies are therefore required to perform the
work. Material is also required.
A quotation based on a cost estimate is created for some services.
2-1 Creating a service order with operations
2.1.1 Creating a service order

You are instructed to enhance your customer’s network server. Create a
service order with order type SM02 and the equipment T-CSE1##.
Enter a corresponding order short text.
2-1-2 Which main work center is automatically proposed from the equipment
master record?
2-1-3 Select an employee from the main work center as person

responsible for the order.
Enter tomorrow's date and the time 8:00 as the order start and finish times.
2-1-4 Choose Operations and enter three internal operations:
 Preparation, work: 1 hour
 Enhancing, work: 6 hour
 Test run, work: 1 hour
Work center: PC-SERVS
2-1-5 What is the default activity type in the operations?
(C) SAP AG LO110 6-50

2-1-6 Enter an additional operation with control key SM04 (Service - Internal
services) and the short text Installation.
2-1-7 Call up the operation detail screen (general) for this operation. Choose
Service selection and select several service numbers from the model service
specification CS-INST to describe the work in more detail. Enter planned
work times for each service.
2-1-8 Return to the operation overview.
2-1-9 The test run should take place the day after tomorrow. Mark this operation
and choose Dates. Enter that the operation has to begin the day after
tomorrow at 8:00 as a restriction for the starting point.
2-1-10 Return to the operation overview, choose Schedule and display the operation
dates determined by the system.
2-1-11 Save the service order. What is the order number?
2.1.12 Graphical monitor

You want to see an overview of the order operations to which the technician
has been assigned. Choose the graphical monitor for work center PC-
SERVS, plant 1200. Display the interval from today to the day after
tomorrow.
2-1-13 Display one of the assigned order operations.
2-1-14 External order operations
Change the service order for the server enhancement.
Enter an external processing operation with control key SM02 and text
“Cleaning”.
Operation quantity: 1 LE
Price: 500 UNI
Vendor: 1000
2-1-15 Enter an external processing operation with control key SM03 and text
“Services”.
Enter the services "Cabling of network box" (service number 100133) and
"Installation of no-break power supply" (service number 100137) with one
LE and a price of 1000 UNI each.
2-1-16 Save the order.
2-1-17 Change the order again.
2-1-18 Determine the following data:
Purchase requisition number for the first external processing operation:
Purchase requisition number for the second external processing operation:
(C) SAP AG LO110 6-51

2-2 Material planning
2-2-1 Enter the following components from the structural list for the second
operation:
 Cable
 Hard disk
2-2-2 Enter the following non-stock item:
 Material R-1133, quantity 1, item category N
2-2-3 Check the availability for the first material.
2-2-4 Return to the operation overview and choose the availability check for all
stock components.
Are all stock materials available?
2-2-6 Change the order again.

2-2-7 Display the material availability list.
Determine the following data:
2-2-8 Reservation number for the first component:
2-2-9 Purchase requisition number for the third component:
2-2-10 Check the planned costs for this order.

Amount of planned costs:
2-3 Creating a quotation

2.3.1 Your customer wants a quotation for the execution of a PC installation. To
generate a cost estimate, you first need to create a service order in which
the required activities are planned.
Create a service order with order type SM02 for functional location
TCST##-PROD.
2-3-2 The order is used to create a quotation for a PC installation service. Enter
this as an order short text.
(C) SAP AG LO110 6-52

2-3-3 Choose Operations and enter a planned work time of 10 hours for the first
operation.
Enter a second operation with short text travel time, planned work 4 hours
and activity type 1413.
2-3-4 Choose the detail screen for the first operation and assign the following
stock components:
Material number R-1120, requirement quantity 10 pieces, item category L.
2-3-5 Save the service order. What is the order number?
2-3-6 Creating a quotation for the service order

Create a quotation for the new service order.
Enter the order number and choose the view Sales price.
2-3-7 Which net value will appear in the quotation?
2-3-8 Save the quotation.

2-3-9 What is the quotation number?
2-3-10 Accepting a quotation

The customer accepts the quotation.
Change your service order and accept the quotation.
2-3-11 What is the number of the automatically created billing request?
(C) SAP AG LO110 6-53

Topic: Order Processing

 Select orders
 Put orders in process, release and print orders
The planned services are to be executed. All documents and material

required for the execution are provided for the technicians.
3-1 Selecting, releasing and printing service orders

3-1-1 Several orders must be released. You use the order list to do this. Select
your service orders in the function Service order list – change.
3-1-2 Mark order status Outstanding and enter the period from yesterday to
tomorrow. Enter your user ID as Entered by so that only your orders will
appear.
Choose Execute.
3-1-3 Mark the order for the server enhancement and choose Details. Put the
order in process.
Choose Print with dialog box.
Confirm all shop papers proposed by the system and choose Print/fax.
3-1-4 Mark the order for the PC installation and release it.
3-1-5 Exit the list editing.
3-1-6 Choose the function Print service order and enter the order number for the
PC installation. Confirm with Enter. Only choose the material issue slip and
the pick list for printing.
3-1-7 Display the printout on the screen.
3-2 Paging
3-2-1 Change your order for the PC installation.
3-2-2 Assign the employee David Johnson (Personnel number 10139) to your
order as employee responsible. Confirm the warning message with Enter.
(C) SAP AG LO110 6-54
3-2-3 Send this employee a message using paging. Expand the standard text to
include an additional remark.
(C) SAP AG LO110 6-55

Topic: Order Confirmation

 Confirm hours worked
 Create activity reports for the order
 Confirm goods issues
 Technically complete orders
The hours worked are entered when the services are performed. The
activities are recorded. The materials taken from the stock are entered.
Finally, the completion of all activities is recorded.
4-1 Confirming hours worked

The server enhancement and the PC installation have been completed.
4-1-1 Overall completion confirmation
Choose the function Overall completion confirmation.
4-1-2 Enter the order number for the server enhancement and confirm with Enter.
4-1-3 Enter actual work times for the first three operations.
4-1-4 For the fourth operation choose Services, so that you are able to enter the
services for this operation.
Choose Service selection. Select the order and choose Continue. Select one
of the services and choose Adopt services.
If applicable, enter actual hours worked for the services, select the services
and choose Transfer. Take note of the actual hours worked displayed at
operation level.
4-1-5 Save the confirmation.
4-1-6 Collective confirmation

Choose the function Collective confirmation with selection.
4-1-7 In the selection screen, enter the order number for the PC installation.
4-1-8 Enter an actual work time for each operation and save the confirmation.
(C) SAP AG LO110 6-56

4-2 Confirming times and activities
4-2-1 A faulty disk drive was replaced when the server was enhanced. Record this
by entering a time confirmation in the function Collective confirmation.
Enter the order number and operation number 10. Confirm the warning
messages that the order and operation are already finally confirmed.
4-2-2 Enter one hour as the actual work time for the first operation. As this is a
warranty service, select the accounting indicator Warranty.
4-2-3 Create a notification with notification type Activity report from the
collective confirmation.
4-2-4 Change the short text. In the item data, choose an object part, a damage and
a cause code. Enter an activity.
4-2-5 Return to the collective confirmation and save.
4-3 Confirming a goods issue

4-3-1 Post goods issues for the planned components of the service order for the
server enhancement. Refer to the order number.
4-3-2 You also needed a disk drive. Post an unplanned goods issue with
movement type 261 for material R-1150 (floppy disk drive), quantity 1 for
the same service order.
Plant: 1200
Storage location: 0001
4-3-3 Post goods issues for the planned components for the PC installation service
order. Refer to the order number.
4-4 Technical completion

4-4-1 Since all work is now completed, complete the orders technically.
Select your orders in the function Service order list – change.
4-4-2 Order status: In process
Period: From yesterday to the day after tomorrow
Entered by: Your user-ID
4-4-3 Complete both orders technically. Also complete the activity report.
(C) SAP AG LO110 6-57

4-5 Displaying an order
4.5.1 Check once more that all data has been entered before the order is billed.
Display the order for the server enhancement.
4-5-2 Display the document flow and the list completion confirmations and goods
movements list.
4-5-3 Display the order object list.
4-5-3 Display the cost report.
(C) SAP AG LO110 6-58

Topic: Billing

 Process the dynamic items of a service order
 Create a billing request for a service order
 Create a billing document
Resource-related billing is performed for the services.
5-1 Creating a billing request

5.1.1 To enable you to create a bill, you first have to create a billing request for
the service order.
Choose the function Create billing request - Individual processing.
5-1-2 Enter the order number for the server enhancement and choose Expenditure
view.
5-1-3 The floppy disk drive should not be billed. Mark the dynamic item and
choose Cancel all.
5-1-4 Choose Sales price view.
5-1-5 Which net value will be billed?
5-1-6 What happens to the time confirmation for which you entered an accounting
indicator?
5-1-7 Save the billing request. What is the billing request number?
5-2 Creating a billing document

5-2-1 Choose the function Edit billing document list.
5-2-2 Select the billing date from yesterday to today. Enter your customer T-
CSD## as the Sold-to party. Mark "Order-related" under Documents to be
selected ".
(C) SAP AG LO110 6-59

5-2-3 Display the billing due list and save the billing documents.
5-2-4 What are the numbers of the billing documents?
(C) SAP AG LO110 6-60

Topic: Order Completion

 Display the service order result
 Settle an order
 Complete an order
The service order results are transferred to Controlling where they are
analyzed in aggregated form.
After settlement the orders are locked for further postings.
6-1 Cost and revenue analysis

6-1-1 Display the order for the server enhancement. Choose Costs and display the
overview by value categories.
6-1-2 Display the report planned/actual.
6-1-3 What is the order result?
6-2 Determining the settlement rule

6-2-1 Display the order settlement rule.
Account assignment category:
6-2-2 Display the distribution rule detail screen and display the account
assignment there.
6-3 Settling an order

6-3-1 Choose the function Order settlement - Single.
Enter Controlling area 1000.
6-3-2 Enter the server enhancement order number. Enter the actual month as the
settlement period. Clear the flag Test run and choose Execute.
Do the same for the installation order.
(C) SAP AG LO110 6-61

6-3-3 Display the server enhancement order. Choose Costs and display the report
planned/actual.
6-3-4 What has changed?
6-4 Completing an orders

6-4-1 Choose Service order list - change.
6-4-2 Select all completed orders in the period from yesterday to tomorrow that
were entered by you.
6-4-3 Mark your orders for the server enhancement and the PC installation and
complete them (business).
(C) SAP AG LO110 6-62

0.48Solutions: Field Service Planning

Topic: Simple Order Processing
1.1 Creating a service notification with service order

1-1-1
Logistics  Customer Service  Service Processing  Notification  Create
(Special)  Problem Notification
1-1-2 Notification number: See Notification.

1-1-3
Field name or data type Values
Notification short text Server breakdown
Sold-to party T-CSD##
Equipment T-CSE1##
Priority High
Select a damage code.
1-1-4
Service Order
Confirm the data in the dialog box with Enter.
1-1-5
Person responsible Select using search help
Work durtn. 4 hours
1-1-6 Put in process

Confirm the dialog box with Continue.
1-1-7 Order number: See system message
1-1-8 You can display the printout using the menu path: System  Own spool
requests.
(C) SAP AG LO110 6-63

1-2 Confirming a service order
1-2-1
Logistics  Customer Service  Service Processing  Confirmation  Entry
 Overall Completion Confirmation
1-2-2
Extras  Settings

Profile CS0001
Save
1-2-3
Order Your order number
Enter
1-2-4
Actual work 3
Operation (second line) 10
Actual work (second line) 1
Activity type (second line) 1413
Material R-1120
Quantity 1
Plant 1200
Storage location 0001
1-2-5
Choose a cause code under Causes and an activity code under Activities.
1-2-6
Tech. completion
Save
1-3 Resource-related billing

1-3-1
(C) SAP AG LO110 6-64

Logistics  Customer Service  Service Processing  Completion  Create
Billing Request  Individual Processing

Service order Your order number
1-3-2
Sales price view
1-3-3
The net value appears on the upper right side.
1-3-4
Choose Expand all nodes
1-3-5
Choose Save billing request and confirm with Yes.
The billing request is displayed.
1-3-6
Menu path:
Sales Document  Billing
Save
1-3-7
Document number: See system message
1-3-8
Logistics  Customer Service  Service Processing  Completion  Billing
Document  Display
(C) SAP AG LO110 6-65

1-3-9
Enter the number for the billing document and select Billing Document  Issue
Output To  Screen
Choose Execute twice.
(C) SAP AG LO110 6-66

Topic: Order Entry and Planning
2-1 Creating a service order with operations
2-1-1 Creating a service order
Logistics  Customer Service  Service Processing  Order  Service Order

 Create (General)

Order type SM02
Equipment T-CSE1##
Enter

Order short text Enhance server
2-1-2
Main work center: PC-SERVS
2-1-3
Person responsible Select using search help
Order start Tomorrow 8.00
Order finish Tomorrow 8.00
(C) SAP AG LO110 6-67

2-1-4
Operations

Short text operation / Work Preparation / 1
Enhancement / 6
Test run / 1
2-1-5
Default activity type: 1410.
2-1-6
Control key SM04
Short text operation Installation
2-1-7
Mark the operation and choose General.
Service selection
Mark Model service specifications, enter CS-INST and choose Enter.
Mark some of the services and choose Adopt services.
Enter planned work times in Work.
2-1-8
Back
2-1-9
Mark the third operation and choose Dates.
Enter the date for the day after tomorrow and time 8:00 as the Restriction Start
Point Must start on.
2-1-10
Back
Schedule
(C) SAP AG LO110 6-68

2-1-11
Save
Order number: See system message
2-1-12 Graphical monitor

Logistics  Customer Service  Service Processing  Order  Capacity
Planning  Graphical Monitor

Work center PC-SERVS
Plant 1200
From date Today
To date Day after tomorrow
Start monitor
2-1-13
Mark one of the operations (green line) and choose Display object.
2-1-14 External order operations

 Change

Operations

Control key SM02
Short text operation Cleaning
(C) SAP AG LO110 6-69

Mark the operation and choose External.

Operation quantity 1 AU
Price 500 UNI
Vendor 1000
Back
2-1-15
Control key SM03
Short text operation Services
Mark the operation and choose General.

Service / Quantity / 100133 / 1 /
Gross price 1000
Service / Quantity / 100137 / 1 /
Gross price 1000
2-1-16
Save
2-1-17
Operations
2-1-18
Mark both external operations and choose Act. data to display the purchase
requisition numbers.
(C) SAP AG LO110 6-70

2-2 Material planning
2-2-1
 Change

Operations
Mark the second operation and choose General.

Select: Structural list
Mark the material numbers R-1120 and R-1160 and chooses Select.
2-2-2
Component R-1133
Requirement quantity 1
Item category N
Enter
2-2-3
Mark the first component and choose Check material availability and then
Continue.
2-2-4
Back
Material availability, overall
2-2-5
Save
2-2-6
Components
2-2-7
Order  Function Availability Availability List
(C) SAP AG LO110 6-71
Back
2-2-8
Mark the first component and choose Gen. data to display the reservation number.
Back
2-2-9
Mark the third component and choose Purchasing to display the purchase
requisition number.
2-2-10
Choose Back and then Costs to display the planned costs.
2-3 Creating Quotations

2-3-1 Creating a service order

 Create (General)

Order type SM02
Functional location TCST##-PROD
Enter
2-3-2
Order short text PC installation
(C) SAP AG LO110 6-72

2-3-3
Operations

Work (first operation) 10 hours
Second operation:
Operation short text /Work / Travel time / 4 hours /
Activity type 1413
2-3-4
Mark the first operation and choose General.

Component R-1120
Requirement quantity 10
Item category L
2-3-5
Save
Order number: See system message.
2-3-6 Creating a quotation for the service order

 Create Quotation

Sales price basis view
2-3-7
Net value: See column Net value.
2-3-8
(C) SAP AG LO110 6-73

Select Create quotation and confirm with Yes.
Enter a short text for the sales pricing in the following window. Confirm with
Enter.
2-3-9
The quotation is displayed. Save.
2-3-10
Accepting a quotation
 Change

Header data
Choose menu path Order  Functions  Accept quotation.
2-3-11 Billing request number: See system message.
(C) SAP AG LO110 6-74

Topic: Order Processing
3-1 Selecting, releasing and printing service orders

3-1-1
 Service Order List  Change

Order status Outstanding
Period from Yesterday
Period to Tomorrow
Created by Your user ID
Execute
3-1-3
Mark the server enhancement order and choose Details.
Choose Put in process and then Print with online window.
Print/fax
3-1-4
Mark the PC installation order and choose Release order.
3-1-5
Back (x2)
(C) SAP AG LO110 6-75

3-1-6
 Print

Choose Enter, deselect the papers that should not be printed and choose Print/Fax.
3-1-7
You can display the printout using the menu path: System  Own spool requests.
3-2 Paging
3-2-1
 Change

Header data
3-2-2
Person responsible Personnel number 10139
Enter
3-2-3
Paging/Communication
Enter text, Continue
3-2-4
Save
(C) SAP AG LO110 6-76

Topic: Order Confirmation
4-1 Confirming work times

4-1-1 Overall completion confirmation
 Overall Completion Confirmation
4-1-2

Enter (x2)
4-1-3

Actual work Enter times for the first three
operations
4-1-4
At the fourth operation choose Operation data (magnifying glass symbol) and then
Services. Choose Service selection.
Mark Order and choose Continue.
Mark some of the services and choose Adopt services.

Work Enter times
4-1-5
Save
4-1-6 Collective confirmation

(C) SAP AG LO110 6-77
 Collective Confirmation (Time)  With Selection
4-1-7

Execute
4-1-8

Actual work Enter times
Save
4-2 Confirming times and activities

4-2-1
Logistics  Customer Service  Service Processing  Completion  Entry 
Overall Completion Confirmation

Operation 10
Enter
Yes (x2)
(C) SAP AG LO110 6-78

4-2-2

Actual work 1
Accounting indicator G1
4-2-3
Notification

Notification type S2
Continue
4-2-4

Notification short text Floppy disk drive changed
Object part Floppy disk drive
Damage code Floppy disk cannot be read
Cause code e.g. Construction error
Under Activities, select an activity code.
4-2-5
Back
Save
(C) SAP AG LO110 6-79

4-3 Confirming material withdrawals
4-3-1
Logistics  Customer Service  Service Processing  Confirmation  Goods
Movement  Goods Movement
To order

Continue
Mark both components and choose Post.
4-3-2

Movement type 261
Plant 1200
Storage location 0001
Enter

Material R-1150
Quantity 1
Post
(C) SAP AG LO110 6-80

4-3-3
To order

Continue
Mark the component and choose Post.
4-4 Technical completion

4-4-1
Logistics  Customer Service  Service Processing  Order  Service order
4-4-2

Order status In process
Period to Day after tomorrow
Created by Your user ID
Execute
4-4-3
Mark your orders, choose Complete (technically) and then incl. notifications.
(C) SAP AG LO110 6-81

4-5 Displaying an order
4-5-1
 Display

Header data
4-5-2
Document flow
Back
Extras  Order Documents  Completion Confirmations
Back
Extras  Order Documents  Goods Movements
Back
4-5-3
Objects
4-5-4
Costs
(C) SAP AG LO110 6-82

Topic: Billing
5-1 Creating a billing request

5-1-1
Logistics  Customer Service  Service Processing  Completion  Create
Billing Request  Individual Processing
5-1-2

Expenditure view
5-1-3
Mark the line with material R-1150 and choose Cancel all.
5-1-4
Sales price view
5-1-5
The net value appears on the upper right side.
5-1-6
Expand all nodes
A rebate of 100% is determined for confirmations with an accounting indicator.
(C) SAP AG LO110 6-83

5-1-7
Save billing request and Yes.
The billing request number is displayed.
Save
5-2 Creating a billing document

5-2-1
Logistics  Customer Service  Service Processing  Completion  Billing
Document  Edit Billing Document List
5-2-2
Billing date from Yesterday
Sold-to party T-CSD##
Documents to be selected Order-related
5-2-3
Display billing list
Save
5-2-4
You can see the billing document numbers by marking the line with the group
number and choosing Documents.
(C) SAP AG LO110 6-84

Topic: Order Completion
6-1 Cost and revenue analysis

6-1-1
 Display

Costs
6-1-2
Report planned/actual
6-1-3
Order result: line Debits, column Actual.
Back. Confirm with Yes.
6-2 Determining the settlement rule

6-2-1
Settlement rule
Account assignment category: profitability segment
6-2-2
You can display the settlement receiver by marking one line and choosing Details. Then
choose Profitability segment - Display account assignment.
(C) SAP AG LO110 6-85

6-3 Settling an order
6-3-1
Logistics  Customer Service  Service Processing  Completion  Order
Settlement  Single

Controlling area 1000
Settlement periods Actual month
Test run Delete flag
Execute
Back
6-3-3
 Display

Costs
Report planned/actual
6-3-4
A credit was created; the order balance is 0.
6-4 Completing orders

6-4-1
(C) SAP AG LO110 6-86

6-4-2

Order status Completed
Period to Tomorrow
Entered by Your user ID
Execute
6-4-3
Mark your orders and choose menu path
Order  Completion  Complete (Business)
Confirm with Yes.
(C) SAP AG LO110 6-87

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Field Service Planning

(C) SAP AG LO110 6-1

At the conclusion of this unit, you will be able to:

 List the contents and functions of service orders

(C) SAP AG LO110 6-2

CS - Overview Returns and Repairs

Technical Objects Service Contracts

Field Service Evaluations

(C) SAP AG LO110 6-3

 The technician performs work at the customer site.

(C) SAP AG LO110 6-4

At the conclusion of this topic, you will be able to:

 Name the functions and contents of service

(C) SAP AG LO110 6-5

(C) SAP AG LO110 6-6

The service order fulfils the following functions:

(C) SAP AG LO110 6-7

Change Service Order 500200: Central Header

Order SM02 500200 Printer - repair

Header data Operations Components Costs Partners Objects

what when? materials planned and objects

Responsibility required? costs, notifications

A service order is structured as follows:

(C) SAP AG LO110 6-8

Create service Confirm and

• Identify customer • Print order papers • Working times • Create billing

(C) SAP AG LO110 6-9

At the conclusion of this topic, you will be able to:

 List the options for planning operations and

(C) SAP AG LO110 6-10

 Generate a service order from a service

 Create for an existing notification

 Combine several notifications in one order

 Generate from a sales order item

 Generate the order automatically from a

(C) SAP AG LO110 6-11

 Employee and requirements

 Planned working time and

(C) SAP AG LO110 6-12

Processing toolbar Day Time

Graphical monitor for resource planning

Employees Overdue Current Future

(C) SAP AG LO110 6-13

For service work centers

 Capacity requirements planning is aimed at determining available capacity at the individual

(C) SAP AG LO110 6-14

Operations for external processing:

 Service - External (with service sheet):

(C) SAP AG LO110 6-15

(C) SAP AG LO110 6-16

(C) SAP AG LO110 6-17

For order components, there are three different item categories:

(C) SAP AG LO110 6-18

(C) SAP AG LO110 6-19

(C) SAP AG LO110 6-20

Material selection from order Customer

Material selection from Sales order for

(C) SAP AG LO110 6-21

 Options for drawing up quotations:

 Options for billing

(C) SAP AG LO110 6-22