41Z - S4HANA2023 - Set-Up Instructions

Set-Up Instructions | PUBLIC
SAP S/4HANA
2023-09-12
Setting Up Service Order Management (41Z)

© 2023 SAP SE or an SAP affiliate company. All rights reserved.
THE BEST RUN

Content
1 Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2 Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
3 Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
3.1 Organizational Model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Setting Up Integration Between Business Partners and Organizational Units. . . . . . . . . . . . . . . . . . . . 6
Copying S/4HANA Sales Structure to S/4HANA Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Creating Organizational Structure for Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Maintaining Organizational Units for Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Maintaining Positions for the Organizational Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Matching Sales Organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Matching Sales Offices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Matching Sales Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Organizational Structure Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Assigning Controlling Area to Organizational Unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Assigning Master Cost Center to Organizational Unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Assigning Plant and Storage Location to Service Organization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assign Cost Centers to Service Organizational Units. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
3.2 Service and Response Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Create Service Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Create Response Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3.3 Profit Center Determination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Defining Substitution Rules for CRM Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Assigning Substitution Rules for CRM Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3.4 Integration to Controlling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Replicating Service Characteristics Relevant to Controlling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Maintain Activity Type Derivation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Intercompany Billing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
3.5 Create/Extend Customer Data (for Intercompany Scenario). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Understanding the customer data requirement with an example. . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Create Business Partner with Customer Role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Assign Business Partner to Sales Organization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Create Sales Area Data for Sold-To-Party representing US Company . . . . . . . . . . . . . . . . . . . . . . . . 39
Create Sales Area Data for End Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
3.6 Check Number Range for Release for Billing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
4 Appendix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

2 PUBLIC Content
4.1 Ticket Component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
4.2 Proposing Products in Service Order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
4.3 Using Service and Valuation Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
4.4 Deactivate Item-based Accounting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Content PUBLIC 3
1 Purpose
Before testing the Service Order Management for SAP S/4HANA Service scope item in your system, you must
carry out manual configuration steps after the activation of the pre-defined SAP Best Practices content. This
document describes the required manual settings in detail.
 Note
Item-based accounting is by default switched on with content activation. With item-based accounting, service
objects are available for account assignment in multiple Financials transactions – e.g. post general journal
entry or reassign cost and revenues.
The feature intercompany billing for service management requires item-based accounting.
If you don’t want to use item-based accounting, you have to deactivate it (see Appendix).
For details, refer to the product documentation that you can find here: https://help.sap.com/s4hana
Product Assistance: English Enterprise Business Applications Service Integration Finance Integration
Item-Based Accounting .
 Restriction
For restrictions in SAP S/4HANA Service, refer to SAP Note 3330419

4 PUBLIC Purpose
2 Prerequisites
The activities described in this document are based on the assumption that you have activated the SAP Best
Practices for SAP S/4HANA Content Package (on premise) in a greenfield client. If you try to apply the settings of
this document in a client without SAP Best Practices content, some prerequisite settings might be missing, and
you cannot make use of the predefined values referenced in this document.
Your system administrator has defined system users with sufficient authorization rights to access general
application functions, Service-specific functions, Interaction Center-specific functions, and customizing. You can
find the standard PFCG roles relevant for Service processes in the Security Guide at https://help.sap.com/viewer/
product/SAP_S4HANA_ON-PREMISE
• If in the chapters below it is described to log on as a configuration user, log on to the SAP S/4HANA system via
SAP GUI with a user that has authorization to execute IMG configuration activities.
• If in the chapters below it is described to log on as a Customer Service Manager, access the Fiori launchpad
and make sure that the mentioned SAP_BR_CUSTOMER_SERVICE_MGR role is assigned to the user.

Prerequisites PUBLIC 5
3 Configuration
3.1 Organizational Model
For SAP Best Practices, the "legacy" Organizational Model is used and described in this chapter structure.
To get an overview of the two available options for organizational management in Service, refer to the SAP
documentation that you can find here: https://help.sap.com/s4hana Product Assistance (English) Enterprise
Business Applications Service Master Data Organizational Management in SAP S/4HANA Service .
If you are interested in the alternative option "Enterprise Organizational Management", for set-up guidance refer
to this blog: https://blogs.sap.com/2023/04/18/setting-up-enterprise-organizational-management-in-s-4hana-
service/
Some of the values mentioned in the configuration steps, for example 1710 represent values that are available if
you have implemented the SAP Best Practices content of the US version for this scope item. If you have activated
another country version, your system will show different values, for example 1010 for Germany.
Similarly, if in the chapters below you find a code or description with country code "US", if you implement another
country version, you should replace US with, for example for Germany, DE.
To set up the system according to your own customer-specific needs, you may use your own values according to
the structure of your company.
3.1.1 Setting Up Integration Between Business Partners and

Organizational Units
Purpose
This activity consists in setting the parameters to control the integration between business partner data and
organizational units.

6 PUBLIC Configuration
Procedure
1. Sign in to the SAP S/4HANA system as configuration user and choose the following navigation path:
Transaction code SPRO
Customizing for SAP S/4HANA un- Service → Master Data → Business Partner → Integration Business Partner-Organization
der Service Management → Set Up Integration with Organizational Management
2. Maintain the following settings:
Group Sem.abbr. Value abbr Description
HRALX HRAC X Activate HR Integration
HRALX OBPON ON Integration O-BP Activated
HRALX ONUMB 1 Business Partner Number Assignment (Org. Unit)
HRALX OSUBG <empty> Business Partner Subgroup (Organizational Unit)
HRALX PBPON ON
3. Save your settings.
3.1.2 Copying S/4HANA Sales Structure to S/4HANA Service
Purpose
This activity generates sales structures from Sales and Distribution (SD) in SAP S/4HANA Service.
Procedure
Customizing for SAP S/4HANA un- Service → Master Data → Organizational Management → Data Transfer → Copy SD Sales
der Service Structure

Configuration PUBLIC 7
2. Select the line of an existing and relevant SAP S/4HANA SD organizational structure. For example, if you have
activated the content for the US, it will look like this:
Field Name User action and values
SD Sales Organization 1710
SD Distribution Channel 10
SD Division 00
SD Sales Office 170
SD Sales Group 170
3. At the right bottom of the screen, choose Generate selected lines.
 Note
If you have already created a root organizational unit for Global Company, the system will offer this unit for
selection. In that case, on the Root Org. Unit Selection dialog box, select the Global Company entry and choose
OK (Enter).
4. In the Generation Log you should find several entries for the organizational units including their IDs. Choose
Save.
5. Confirm the Save CRM Organizational Structure pop-up with Yes.
Result
You have created an organizational unit for the selected sales organization. In the following sections you create an
organizational model with a root organization as top organizational unit.
3.1.3 Creating Organizational Structure for Sales
Purpose
In this chapter, you create a root organizational unit that represents the global company, and you assign the
previously created sales organizational unit to it.
 Note
If you have already created the Global Company as root organizational unit, do not create a second one. Instead
only assign sales organizational units to the existing Global Company.

Procedure
1. Sign in to the SAP S/4HANA system as a Customer Service Manager (standard business role
SAP_BR_CUSTOMER_SERVICE_MGR) and choose the following navigation path:
SAP Fiori Launchpad Operations → Search Organizations
2. On the Search: Organizational Model screen, choose Root Organizational Unit.
3. On the Root Organizational Unit: New screen, maintain the following data:
General Data
Description Global Company
Code COMP
Address
Street/House No. Hillview Avenue 3410
City Palo Alto
Postal code 94304
Country US USA
Region CA California
5. Scroll up to the Organization Unit area and for the Global Company entry, choose Assign: Organizational Unit.
6. On the Search Organizational Units, search for the sales organizational unit that you created in the previous
chapter, e.g., Sales Organization 1710.
7. Select the relevant sales organization. As a result, the sales organization is displayed as sub-node of the Global
Company.
8. Maintain and save the details for the sales organization as described in the following tables:
Table 1: Dom. Sales Org US (1710) as Sub-Node of <Global Company>

General Data
Description Dom. Sales Org US
Code 1710
Address
City Palo Alto

Postal code 94304
Country US USA
Functions
Sales Organization active
Allow Org. Unit to be Determined
Sales active
Attributes
Sales Tupel 1000
Sales Country US
Sales Ref. currency for document USD
Sales Division 00
Sales Distribution Channel 10
Sales Postal Code 00000 99999
Sales Region CA GX
 Note
When creating a service document, a determination rule checks which country and region are maintained for
the sold-to party. The sales organizations with matching attributes for country and region are then proposed.
Depending on the sold-to parties that you want to use, adjust or add the Country and Region attributes in the
organizational model as required.
Optional Entries: Sales Office 170 (170) and Sales Group 170 (170)
If you have maintained sales offices and sales groups in Sales and Distribution (SD), you can also set up
organizational units for them in the organization model for Service. They are not mandatory for Service processes,
though. Depending on your requirements, you can skip the creation of these units.
Table 2: Sales Office 170 (170) as Sub-Node of Dom. Sales Org US (1710)
General Data
Description Sales Office 170
Code 170
Address

City Palo Alto
Postal code 94304
Country US USA
Functions
Sales Office Active
Table 3: Sales Group 170 (170) as Sub-Node of Sales Office 170 (170)
General Data
Description Sales Group 170
Code 170
Address
City Palo Alto
Postal code 94304
Country US USA
Functions
Sales Group Active

3.1.4 Maintaining Organizational Units for Service
Use
In this chapter you create organizational units for Service as sub-units of the root organizational unit. After
maintaining the sub-units, the organizational model should look like this:
Table 4: Sample Organizational Model
Organizational Unit Comment: Hierarchy Allow Org. Unit to be

CODE Description Level Functions Determined
<COMP> <Global Company> 0
<1710> <Dom. Sales Org 1 Sales Sales

US> Organization
<170> Sales Office 170 2 Sales Office
<170> Sales Group 170 3 Sales Group
<SRV_ORG_US> <Dom. Service 1 Service Service

Org US> Organization
<SRV_BO_US> <Service Back 2 Service Team Service

Office US>
<P_SRV_EMP_US> <Service 3 Position

Employee US>
<SRV_TECGR_US> <Service 2 Service Team Service

Technicians
Group US>
<P_SRV_TEC_US> <Service 3 Position

Technician US>
 Note
Sales office and sales group are optional entries.
Positions are maintained in chapter: 3.1.5 Maintaining Positions.

Procedure
1. Sign in to the SAP S/4HANA Service system as a Customer Service Manager (standard business role
SAP_BR_CUSTOMER_SERVICE_MGR) and choose the following navigation path:
2. On the Search: Organizational Model screen, search for the Global Company organizational unit that you created
in the previous chapter, for example, with Description: Global Company.
3. In the Result List, select the Global Company entry.
4. On the Organizational Unit screen, keep the line with Global Company selected and choose Create
Organizational Unit.
5. Maintain the details of the organizational unit as per the table below:
Dom. Service Org US (SRV_ORG_US) as Sub-Node of Global Company
 Note
For service processes, it is mandatory to define at least one service organizational unit and one service team.
Decide based on your company structure how many service org. units you need.
General Data
Description Dom. Service Org US
Code SRV_ORG_US
Address
City Palo Alto
Postal code 94304
Country US USA
Functions
Service Organization Active

Service Active
Attributes
Scenario Field Name Value Value to
Service Country US
Service Postal Code 00000 99999
 Note
When creating a service document, a determination rule checks which postal code is maintained for the sold-to
party. The service organizations with matching postal code are then proposed. Depending on the sold-to
parties that you want to use, adjust or add the Postal Code attribute values in the organizational model as
required.
6. To create service teams, on the Organizational Unit screen, select the line with the service organization (Dom.
Service Org US) and choose Create Organizational Unit.
7. Maintain the details of the service team organizational units as per the table below:
Service Back Office US (SRV_BO_US) as Sub-Node of Dom. Service Org US (SRV_ORG_US)
General Data
Description Service Back Office

US
Code SRV_BO_US
Address
City Palo Alto
Postal code 94304
Country US USA
Functions
Service Team Active
Service Active
Attributes

Service Country US
Service Technicians Group US (SRV_TECGR_US) as Sub-Node of Dom. Service Org US (SRV_ORG_US)
General Data
Description Service Technicians

Group US
Code SRV_TECGR_US
Address
City Palo Alto
Postal code 94304
Country US USA
Functions
Service Team Active
Service Active
Attributes
Service Country US
3.1.5 Maintaining Positions for the Organizational Units
Purpose
In this activity you create positions for organizational units.

After you have created employee master data, you should then assign the employees to the relevant positions. For
employee master data creation, refer to the Create Employee Master Data for Service (47Y) master data script.
Procedure
1. Sign in to the SAP S/4HANA Service system as a Customer Service Manager (standard business role
SAP_BR_CUSTOMER_SERVICE_MGR)) and choose the following navigation path:
2. In the organizational model display, select the line with the relevant organizational unit.
3. Choose Position.
4. Maintain a Description and a Code for the position.
5. Select a Business Role.
6. Save your entries.
For a better overview, the following table represents the complete organizational model which you already created
above. The sample positions to be created now are highlighted:
Comment:Hi-
Organizational Unit CODE Description erarchy Level Functions Business Role
COMP Global Company 0
1710 Dom. Sales Org US 1 Sales Organization
170 Sales Office 170 2 Sales Office
170 Sales Group 170 3 Sales Group
SRV_ORG_US Dom. Service Org US 1 Service Organization
SRV_BO_US Service Back Office US 2 Service Team
P_SRV_EMP_US Service Employee US 3 Position Service Professional

(S4C_SRV_PRO)
SRV_TECGR_US Service Technicians Group 2 Service Team

US
P_SRV_TEC_US Service Technician US 3 Position Service Employee

(S4C_SRV_EMP)

3.1.6 Matching Sales Organizations
Purpose
This activity assigns sales organizations in SAP S/4HANA Service to the associated sales organizations in Sales
and Distribution (SD). After copying the Sales structure to Service, the system automatically populates this activity.
We advise to remove any entries that do not belong to the Dom. Sales Org.
Procedure
Customizing for SAP S/4HANA un- Service → Master Data → Organizational Management → Assignment of Organizational
der Service Units to SD → Assign Sales Organizations in Service to SD Sales Organization
2. Verify that the following settings are maintained:
Sales Organization ID <ID of Sales Org Unit 1710>
Sales Org. 1710
3.1.7 Matching Sales Offices
Purpose
This activity assigns sales offices in SAP S/4HANA Service to the associated sales offices in Sales and Distribution
(SD). After copying the Sales structure to Service, the system automatically populates this activity. We advise to
remove any entries that do not belong to a sales office.
 Note
If you do not use sales offices, skip this step.

Procedure
der Service Units to SD → Assign Sales Offices in Service to SD Sales Offices
2.Verify that the following settings are maintained:
Sales Office <ID of Sales Office Unit 170>
Sls Office 170
3.1.8 Matching Sales Groups
Purpose
This activity assigns sales groups in SAP S/4HANA Service to the associated sales groups in Sales and Distribution
(SD).
 Note
If you do not use sales groups, skip this step.
Procedure
der Service Units to SD → Assign Sales Groups in Service to SD Sales Groups

2. Verify that the following settings are maintained:
Sales Group <ID of Sales Group Unit 170>
SD Group 170
3.1.9 Organizational Structure Check
Carry out the following sub chapters whenever you have updated an existing organizational model, or created a
new one.
3.1.9.1 Updating List of Organizational Units
Procedure
Transaction code CRMD_INDEX_OM
Customizing for SAP S/4HANA un- Service → Master Data → Organizational Management → Tools → Update List of Organi-
der Service zational Objects
2. Execute the report with the following parameters:
Object type
O Organizational unit
Object type
S Position

3.1.9.2 Checking Settings for Attribute Maintenance
Purpose
This activity checks the consistency of the attribute assignments to the organizational units.
Procedure
Transaction code COM_OM_ATTRIBUTECHK
Customizing for SAP S/4HANA un- Service → Master Data → Organizational Management → Tools → Check Settings for
der Service Attribute Maintenance
Field name Value
Plan version 01
Attribute Maintenance Scenario *
Current Date today’s date
3.1.9.3 Checking Organizational Data Settings
Purpose
This activity executes the Check Settings for Organizational Data program to compare the sales area data defined in
Sales and Distribution (SD) and in SAP S/4HANA Service. You can also check the customizing settings for specific
transaction types, as well as for organizational model data using various search criteria.

Procedure
Transaction code CRM_ORG_PROUVE
Alternative: Customizing in IMG Service → Master Data → Organizational Management → Tools → Organizational Data
Settings Check
2. Choose the following parameters:
Field name Value
Adjust Sales Area select
Transaction Type (* = All) *
3. Leave the other parameters empty.
4. Choose Execute.
3.1.9.4 Checking Integration Between Business Partners and

Purpose
This report runs a consistency check for the integration between business partner data and organizational units. If
not all the data is available for the business partner, you can synchronize and repair the data first.
Procedure
Transaction code SE38
Report HRALXSYNC
SAP IMG menu Service → Master Data → Business Partner → Integration Business Partner-Organization
Management → Create Business Partner Initially

2. Maintain the following parameters:
Object and Check Restriction
Organizational Unit(s) active, empty value for selection
3. Execute the report. In case the report shows errors or inconsistencies, choose Repair.
3.1.9.5 Updating Attribute Buffer for Generic Attributes
Purpose
This activity executes the program for the manual update of the Attribute Buffer for Generic Attributes for
organizational data in order.
Procedure
Transaction code SE38
Report HRBCI_ATTRIBUTES_BUFFER_UPDATE
Field name Value
Attribute Buffer
Delete All Buffers active
Restructure Buffer on (Date) active
Display
Shortened selected
Distribution for Mobile Clients
No Distribution selected

3.1.10 Assigning Controlling Area to Organizational Unit
Purpose
Assign the Controlling Area to the relevant organizational unit.
Procedure
1. Sign in to the SAP S/4HANA system as configuration user and choose the following transaction:
Transaction code PPOME
2. Identify and select the Global Company organizational unit.
3. Maintain the attributes of the organizational units as per the following table:
Description: Global Company Code: COMP
Account Assignment
Controlling Area A000 Controlling Area A000
 Note
After initial activation of the SAP Best Practices content, probably the default controlling area 0001 is assigned.
To update this to A000, choose the Default Value Customizing button next to the Controlling Area field, and
then select Controlling Area A000.
3.1.11 Assigning Master Cost Center to Organizational Unit
Purpose
So that the cost center of an organizational unit can be automatically assigned to employee master data, maintain
the relevant cost centers in the organizational model on team level. Once you assign a position to an employee, the
system can derive the cost center from the organizational unit to which the position is assigned.

 Note
For employee master data maintenance, refer to the master data script Create Employee Master Data for
Service (47Y).
Procedure
1. Sign in to the SAP S/4HANA system as configuration user and choose the following transaction:
Transaction code PPOME
2. Select the Service Technicians Group US and/or Service Back Office US organizational unit.
3. Maintain the attributes of the relevant organizational units, for example:
Description: Service Technicians Group US Code: SRV_TECGR_US
Account Assignment
Master Cost Center 17101321 Services/Consltg(US)
3.1.12 Assigning Plant and Storage Location to Service

Organization
Purpose
This activity defines which plant and which storage location of this plant is assigned to a combination of service
organization, service team and service employee.
Procedure

Customizing for SAP S/4HANA un- Service Master Data Organizational Management Cross-Application
der Service
Assignment of Organizational Units Assign Plant and Storage Location to Service
Field name Value
Service Organization ID of Service Org Unit SRV_ORG_US
Service Team *
Service Employee *
Plant 1710
Stor. Loc. 171A
4. Choose Back.
5. If on the Change View Orgfinder Customizing: Assign Plant/Storage : Overview view you find an entry with the
following values, select it:
• Service Organization: *
• Service Team: *
• Service Emploee: *
6. For the selected line, choose Delete (Shift+F2).
7. Choose Save.
3.1.13 Assign Cost Centers to Service Organizational Units
Purpose
When releasing a service order, it is mandatory that a cost center can be determined. Maintain the required cost
center in the following activity.

Procedure
Customizing for SAP S/4HANA un- Service Master Data Organizational Management Cross-Application
der Service
Assignment of Organizational Units Assign Cost Centers to Service Organizational
Units
Field name Value
Service Organization <ID of relevant service organization, for

example,Service Org.US>
Service Team *
Service Employee *
Cost Center 17101321
 Note
In the following procedureit is assumed that you have activated the Best Practices content for country US. If
you choose a different country, replace the values accordingly, for example, for the country Germany (DE), the
cost center might be 10101321.
3.2 Service and Response Profiles
3.2.1 Create Service Profiles
Purpose
A service profile defines the period in which the services that were defined in the service contract can be carried
out. In this procedure, you create two sample service profiles (5x10 and 7x24) that you can use when creating
service products.

Procedure
1. Log on to the SAP S/4HANA system as a configuration user and choose the following navigation path:
Transaction code CRMD_SERV_SLA
SAP Menu Service Service Processes Maintain Availability and Response Times
2. On the Display View “Service Profile”: Overview screen, choose Display Change (Ctrl+F1) .
3. On the Change View “Service Profile”: Overview screen, choose New Entries and maintain the following entries:
Field Name User Action and Values
Serv Prof. 5x10
Description Mo-Fr: 7-17 h
4. Choose Enter .
5. To maintain availability times for the newly created service profile, choose the Availability Times button (right
column).
6. On the Availability Times for Schema screen, maintain the following entries:
Rule Weekly periodic Availability Times
Week Rule
Every week on
Select Mo, Tu, We, Th and Fr.
For each of the selected days, maintain:
From 07:00 – 17:00 Hrs
Exceptions Not on non-working days
Factory Calendar International
7. Choose Copy.
8. Save your settings, then choose Back.
9. To create a second service profile, on the Change View “Service Profile”: Overview screen choose New Entries and
maintain the following entries:
Serv Prof. 7x24
Description Mo-Su: 0-24 h
10. Choose Enter .

11. To maintain availability times for the newly created service profile, choose the Availability Times button (right
column).
12. On the Availability Times for Schema screen, maintain the following entries:
Rule Daily periodic Availability Times
Daily
All: 1 Days
From: 00:00 To 24:00 (Central Europe).
Exceptions No exceptions
All Days Are Working Days Selected
13. Choose Copy.
3.2.2 Create Response Profiles
Purpose
A response profile defines the response time of the technician, in other words, the time by which the technician
must start the service laid down in the service transaction item as well as the period in which the service must be
completed. In this procedure, you create two sample response profiles (First and Standard) that you can use when
creating service products.
Procedure
Transaction code CRMD_SERV_SLA
SAP Menu Service Service Processes Maintain Availability and Response Times
2. On the Display View “Service Profile”: Overview screen, choose Display Change (Ctrl+F1) .
3. In the Dialog Structure, double-click Response Profile.

4. On the Change View “Response Profile”: Overview screen, choose New Entries and maintain the following entries:
Response Prof. FIRST
Description First Level Response Time
Priority Selected
5. In the Dialog Structure, double-click Indicators for Response Times.
6. On the Change View “Indicators for Response Times”: Overview screen, choose New Entries.
7. In the Priority column of the Indicators for Response Times table, select the following values via value help, then
choose Enter :
Priority Description
1 Very High
3 High
5 Medium
9 Low
8. To assign response times per priority, select one of the priorities, then in the Dialog Structure double-click
Response Times.
9. On the Change View “Response Times”: Overview screen, choose New Entries and maintain the relevant entries
per priority in the Response Times table. After completing the entries for one priority, double-click Indicators for
Response Times in the dialog structure, then select the next priority and repeat the steps as described above until
you have maintained response times for all priorities.
Priority 1 (Very High)
Name of Duration Duration Value Time Unit
SRV_RF_DURA 1 HOUR
SRV_RR_DURA 2 HOUR
Priority 3 (High)
SRV_RF_DURA 2 HOUR
SRV_RR_DURA 8 HOUR
Priority 5 (Medium)
SRV_RF_DURA 1 DAY
SRV_RR_DURA 3 DAY
Priority 9 (Low)

SRV_RF_DURA 2 DAY
SRV_RR_DURA 5 DAY
10. To save the response profile, choose Save (CTRL+S).
11. To create a second response profile, choose Back (F3) two times.
12. On the Change View “Response Profile”: Overview screen, choose New Entries and maintain the following
entries:
Response Prof. STANDARD
Description Standard Level Response Time
Priority Selected
13. In the Dialog Structure, double-click Indicators for Response Times.
14. On the Change View “Indicators for Response Times”: Overview screen, choose New Entries.
15. In the Priority column of the Indicators for Response Times table, select the following values via value help, then
choose Enter :
Priority Description
1 Very High
3 High
5 Medium
9 Low
16. To assign response times per priority, select one of the priorities, then in the Dialog Structure double-click
Response Times.
17. On the Change View “Response Times”: Overview screen, choose New Entries and maintain the relevant entries
per priority in the Response Times table. After completing the entries for one priority, double-click Indicators for
Response Times in the dialog structure, then select the next priority and repeat the steps as described above until
you have maintained response times for all priorities.
Priority 1 (Very High)
SRV_RF_DURA 2 HOUR
SRV_RR_DURA 8 HOUR
Priority 3 (High)
SRV_RF_DURA 8 HOUR

SRV_RR_DURA 24 HOUR
Priority 5 (Medium)
SRV_RF_DURA 2 DAY
SRV_RR_DURA 7 DAY
Priority 9 (Low)
SRV_RF_DURA 7 DAY
SRV_RR_DURA 14 DAY
18. To save the response profile, choose Save (CTRL+S).
3.3 Profit Center Determination
Use
In this activity you define which profit center will be determined during internal order creation. This is required in
service order and service confirmation processing because the internal order that is created for service processes
must refer to a profit center. As an easy example, the procedure below describes how to define the profit center
determination based on the sales organization. Based on this example, the internal order created during service
processing will always have the same profit center value for a dedicated sales organization.
 Note
If you want different profit centers to be determined based on, for example, the product entered in the service
document, instead of by sales organization you could set up the profit center determination based on material
group. The material group Services could then determine a different profit center than, for example, the
material group Trading Materials, and so on.

3.3.1 Defining Substitution Rules for CRM Processes
Procedure
SAP IMG Menu Integration with Other SAP Components Customer
Relationship Management General Settings Settings for
Profit Center Accounting Define Substitution Rules for
CRM Processes
2. On the Change Substitution: Overview screen, in the Substitutions pane select the Create sales order entry, then
choose Substitution (Create Substitution).
3. Maintain the following entries:
Field name User action and values
Substitution (ID) ZSUB01
Substitution (Description) Substitution 01
4. Choose Enter , then In the Substitutions pane select the line with the newly created substitution and choose
Step (Insert step).
5. On the Substitutable fields dialog box, choose the line with Profit Center and then Choose (Enter).
6. On the Entering the substitution method dialog box, choose Constant value and then Continue (Enter).
7. In the step details view, maintain a step description, for example, Step 01.
8. In the Substitutions pane select the Substitutions entry below the new Step.
9. As Constant value for Profit Center select one of the available profit centers, for example, YB700 (Trading
Goods).
10. Save your entries.
11. Choose Rule (Create Rule).
12. In the rule details view, maintain a Rule name ID / description, for example, RULE01 / Rule 01. Then choose
Enter .
13. In the Substitutions pane navigate to the Rule definition entry, then in the List of structures table double-click
the EC-PCA: Substitution in Sales Order entry.
14. In the Table Fields list, double-click the Sales Org. entry so that it is displayed in the command view above.
15. From the available Boolean statements area select the equals (=) statement, so that in the command view the
statement is displayed as Sales Org. =.
16. Below the Boolean statements area select the Constant button and on the Enter constants dialog box, select
the relevant Sales Org., for example, 1710 for US, then choose Continue (Enter). As a result, in the command
view the statement is displayed as Sales Org. = ‘1710’.

17. If in your system Best Practices solutions for different countries have been activated, add further country-
specific sales organizations. To do so, in the Boolean statements area select OR.
18. Again, double-click the Sales Org. entry.
19. Select the equals (=) statement.
20.Then select Constant, and on the Enter constants dialog box, select the relevant Sales Org., for example, 1010
for DE, then choose Continue (Enter). As a result, in the command view the statement is displayed as Sales
Org. = ‘1710’ OR Sales Org. = ‘1010’.
21. Save your entries. (If the Save button is not active, navigate to another entry in the Substitutions pane and
confirm the Save dialog box with Yes.)
3.3.2 Assigning Substitution Rules for CRM Processes
Procedure
SAP IMG Menu Integration with Other SAP Components Customer
Relationship Management General Settings Settings for
Profit Center Accounting Assign Substitution Rules for
CRM Processes
2. On the Change View “Substitution of Profit Center in CRM Integration”:: Overview screen, choose New Entries.
3. On the New Entries: Overview of Added Entries screen, maintain the following entries:
Field name User action and values
COAr A000
Subst. ZSUB01
4. Save your entries, and if relevant, select a suitable customizing request.
3.4 Integration to Controlling

3.4.1 Replicating Service Characteristics Relevant to
Controlling
Purpose
In this process step, you can replicate the characteristics of service processes (contracts, orders and
confirmations) that you want to use for Controlling.
Customizing for SAP S/4HANA un- Service → Transactions → Settings for Service Transactions → Integration → Replicate
der Service Service Characteristics Relevant to Controlling
2. On the Replicate Service Characteristics to Controlling screen, select:
Objects to be replicated Value
Transaction types X
Item Categories X
Organizational Units X
Service Types
Valuation Types
Product Categories
3. Choose Execute.
3.4.2 Maintain Activity Type Derivation
Purpose
In this activity, you define the activity types for a combination of item category, in the confirmation, which should
be used when transferring confirmation items to the time sheet. When confirming expense items, the cost element
that you define in this activity is used for the internal activity allocation between the employee's sender cost center

and the account assignment object. This cost element is also used to determine the planned costs of expense
items.
Customizing for SAP S/4HANA un- Integration with Other SAP Components Customer Relationship Management
der Service
Settings for Service Processing Time Sheet Integration Define Derivation of
Attendance Type, Activity Type and Cost Element
2. On the Change Activity/Price Planning: Overview screen maintain the following values:
Item Cat. Service Type Valuation Type PSG A/A Type Controlling Area Activity Type Cost Element
SRVP 0 11
SVCP 0 11
SRVE 0 61008000
SVCE 0 61008000
SFCE 0 61008000
SFCS 0 11
SFOE 0 61008000
SFOS 0 11
SBOS 0 11
SBOE 0 61008000
SBOM 0 11
3. Choose Save.

3.4.3 Intercompany Billing
Purpose
In this customizing activity, you can set which company is allowed to distribute a service item in its service order to
a service order of another company.
The intercompany business context:
If a company sells a service to a customer, but has no resource to fulfill, he could buy this service from a
fellow company. This process is triggered by using the item category ‘Intercompany Service Item’. A second
(intercompany) service order will be created.
The following customizing is mandatory if you want to use the intercompany billing scenario in service. Further
prerequisite: Both company solutions have to be in place, i.e., if you want the US company to be able to buy service
resources from its fellow German company or vice versa, both US and DE service solutions have to be set up
before.
Procedure
Customizing for SAP S/4HANA under Service Service Transactions Settings for Service
Transactions Intercompany Billing Define Settings for
Creation of Intercompany Service Orders .
2. On the Change View: “Define Settings for Creation of Intercompan..”: Overview screen maintain the following
entry:
Table 5:
Receiving Receiving Dis- Receiving

Source Trans- Source Item Source Sales Sales Organi- tribution Chan- Receiving Devi- Transaction
action Type Category Organization zation nel sion Type
SRVO SRVI <US sales org. <DE sales org. <10> <10> SRVO
1710> 1010>
SRVO SVAI <US sales org. <DE sales org. <10> <10> SRVO
1710> 1010>
Remark: In this example, the US company 1710 will be able to distribute an item to the DE company 1010
(=order a service resource from)

3. 3. Choose Save.
3.5 Create/Extend Customer Data (for Intercompany

Scenario)
If you need to set up the intercompany scenario for service, continue with the following sub chapters. Otherwise,
you can ignore them.
3.5.1 Understanding the customer data requirement with an

example
Example
An US company (1710) has received a service order from an external customer (end customer), which it cannot
fulfill due to a lack of a proper service executing employee in its organization.
This service should be acquired from the fellow DE company (1010) using a second service order, in which the US
company acts as a sold-to-party. Unlike the first service order, the organizational context of this second service
order is the sales area of the selling/delivering DE company (1010/10/00).
Subsequently, the customer master data requirements are:
1. There must be a business partner with a customer role which can be used as sold-to-party in the second
service transaction to represent the US company. For more details refer to 3.5.2.
2. This business partner must be assigned to the sales organization of the US company to represent it in a service
transaction. For more details refer to 3.5.3.
3. This business partner must have sales area data for the sales area of the DE company. For more details refer to
3.5.4.
4. The business partner record of the end customer (e.g. 17100001), who acts as the sold-to-party in the first
service order, must also have sales area data of the DE company. For more details refer to 3.5.5.
3.5.2 Create Business Partner with Customer Role
Usually, the business partner 17401710 (SAP SE, Palo Alto) will be provided if scope item 41Z_OP has been
successfully activated with demo data.
In case you don’t have this business partner nor another one which could be assigned to US company, you can
refer to master data scripts 47X and BND to manually create a business partner 17401710.

3.5.3 Assign Business Partner to Sales Organization
Purpose
Usually, the assignment of the business partner 17401710 to US company 1710 also comes with the successful
activation of scope item 41Z_OP with demo data.
If this assignment has not been done, follow the instructions.
Prerequisties
Business partner 17401710 has already been successfully created.
Procedure
Customizing for SAP S/4HANA Enterprise Structure Definition Sales and Distribution Define, copy delete,
check sales organization
2. Choose the activity Define Sales Organization.

3. On the Change View: “Sales organizations”: Overview screen, choose the entry for 1710 (Dom. Sales Org
US).
4. On the Change View: “Sales organizations”: Details screen, enter the business partner 17401710 in the field
Customer Interc. Bl.
5. Choose Save.

3.5.4 Create Sales Area Data for Sold-To-Party representing US
Company
Purpose
This sales area data must be created manually because it cannot be known in advanced from which other sales
organization/fellow company the service should be acquired.
Prerequisites
Procedure
1. Log on to the SAP Fiori launchpad using role SAP_BR_BUPA_MASTER_SPECIALIST with name Master Data
Specialist - Business Partner Data.
2. Open Maintain Business Partner app.
3. Enter the business partner ID 17401710 in the Business Partner field, and choose Start for search for that
business partner.
4. In the result below, select the found entry for the business partner 17401710.
5. In the Display Organization: 17401710 view select the BP role Customer (FLCU01) from the dropdown field
Display in BP role.
6. Switch into the edit mode by using the option Display Change under the menu Business Partner.
7. Choose Sales and Distribution.
8. Enter the sales area consisting of
SOrg 1010 (Dom. Sales Org DE)
DChl 10 (Direct Sales)
Dv 00 (Produtc Division 00)
9. Choose Enter.
10. Now you can maintain sales area data for the sales area 1010/10/00.
Make sure to enter the following data:
Orders tab
Customer Group 01
Currency EUR
Cust. Pric. Procedure 02

Shipping tab
Delivery Priority 2(Normal)
Shipping Conditions 01(Standard)
Billing tab
Incoterms EXW (Ex Works)
Inco. Location 1 Walldorf
Terms of Payment 0001(Pay Immediately w/o Deduction)
Account Assignment Group 03 ("Affiliate Company

Revenue")
Output Tax
DE / TTX1 / 0 ("Tax Exempt")
US / UTXJ / 0 ("Tax Exempt")
Partner Functions tab
Partner Role 1 Sold-to Party 17401710
Partner Role 2 Bill-to Party 17401710
Partner Role 3 Payer 17401710
Partner Role 4 Ship-to Party 17401710
11. Save your entries. Customer data for sales area 1010/10/00 of business partner 17401710 is created.
3.5.5 Create Sales Area Data for End Customer
Purpose
This sales area data must be created manually because it cannot be known in advanced from which other sales
organization/fellow company the service should be acquired.
Prerequisites

Procedure
1. Log on to the SAP Fiori launchpad using role SAP_BR_BUPA_MASTER_SPECIALIST with name Master Data
Specialist - Business Partner Data.
2. Open Maintain Business Partner app.
3. Enter the business partner ID 17100001 in the Business Partner field, and choose Start for search for that
business partner.
4. In the result below, select the found entry for the business partner 17100001.
5. In the Display Organization: 17100001 view select the BP role Customer (FLCU01) from the dropdown field
Display in BP role.
6. Switch into the edit mode by using the option Display Change under the menu Business Partner.
7. Choose Sales and Distribution.
8. Enter the sales area consisting of
SOrg 1010 (Dom. Sales Org DE)
DChl 10 (Direct Sales)
Dv 00 (Produtc Division 00)
9. Choose Enter.
10. Now you can maintain sales area data for the sales area 1010/10/00.
Make sure to enter the following data:
Orders tab
Customer Group 01
Currency EUR
Cust. Pric. Procedure 02
Shipping tab
Delivery Priority 02(Normal)
Shipping Conditions 01(Standard)
Billing tab
Incoterms EXW (Ex Works)
Inco. Location 1 Walldorf
Terms of Payment 0001(Pay Immediately w/o Deduction)
Account Assignment Group 03 ("Affiliate Company

Revenue")
Output Tax
DE / TTX1 / 0 ("Tax Exempt")
US / UTXJ / 0 ("Tax Exempt")
Partner Functions tab

Partner Role 1 Sold-to Party 17100001
Partner Role 2 Bill-to Party 17100001
Partner Role 3 Payer 17100001
Partner Role 4 Ship-to Party 17100001
11. Save your entries. Customer data for sales area 1010/10/00 of business partner 17100001 is created.
3.6 Check Number Range for Release for Billing
Purpose
When releasing service documents for billing by using the Release for Billing app or through background jobs, the
system creates documents for condition records. In this step you verify whether the mandatory number range
interval 03 for number range object KONV exists. If that is not the case, maintain it.
Procedure
1. Sign into the SAP S/4HANA system as a configuration user and choose one of the following navigation options:
Transaction code SNRO
SAP Menu Tools ABAP Workbench Development Other Tools Number Ranges
2. On the Number Range Object Maintenance screen, as Object Name maintain KONV, then choose Display.
3. On the Number Range Object KONV: Display screen, choose Interval editing (F7).
4. On the Edit Intervals: Document conditions, Object KONV screen, choose Display Intervals.
5. On the following screen, verify that the following entry exists:
Number Range No. From No. To Number NR Status External
03 2000000000 2999999999 <empty>
6. If number range number 03 exists, you can exit the transaction.

7. If number range number 03 does not exist, choose Display Change (Ctrl + F1) .
8. Choose Insert Line (F6) and maintain the number range number 03 with the values mentioned above.
9. Then save your settings.

4 Appendix
4.1 Ticket Component
In case of issues during the configuration, open an SAP support ticket for the following component.
Implementation Step Component Comment
Al steps related to Organizational Model CRM-S4-MD-ORG
All other steps CRM-S4-CNT
4.2 Proposing Products in Service Order
Purpose
In the service order’s item list you can find a function Product Proposal. This option allows the service planner to
easily identify spare parts relevant to the piece of equipment that is maintained as main reference object in the
service order.
Procedure
To enable the Product Proposal option, follow the steps outlined in this blog: https://blogs.sap.com/2019/06/07/
product-proposals-in-sap-s4hana-for-customer-management-service/

Appendix PUBLIC 43
4.3 Using Service and Valuation Types
Purpose
If you want to charge services differently based on specific criteria, you can use service and valuation types within
service orders, confirmations, and quotations.
Procedure
To set up service and valuation types as well as the required integration settings, refer to this SAP blog: https://
blogs.sap.com/2022/08/30/using-service-and-valuation-types-in-s-4hana-service/
4.4 Deactivate Item-based Accounting
Purpose
Only deactivate item-based accounting if you want to use the internal order based controlling instead of item-
based accounting. For details regarding both options, refer to this documentation: https://help.sap.com/s4hana
Product Assistance: English Enterprise Business Applications Service Integration Finance Integration
Integration with Controlling / Item-Based Accounting .
Procedure
Customizing for SAP S/4HANA under Service Service Transactions Settings for Service
Transactions Integration Enable Item-Based Accounting
for Service .

44 PUBLIC Appendix
2. On the Change View: Item-Based Accounting Switch: Details screen set the value F False in the dropdown field
Activated.
3. Choose Save.
Along with the deactivation of item-based accounting, a slight change has to be made in the definition of the
two item categories SRVS and SRQS:
Customizing for SAP S/4HANA under Service Service Transactions Basic Settings Define Item
Categories .
5. On the Change View: “Definition of Item Categories”: Overview screen select and enter the details view of the
Item Cat. SRVS.
6. Change the value in the field Assign CO to ‘2 (Service)’.
7. Choose Save.
Repeat the steps from 4. To 7. For the item category SRQS.

Appendix PUBLIC 45
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with SAP) to this:
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• SAP does not agree or disagree with the content on the linked-to site, nor does SAP warrant the availability and correctness. SAP shall not be liable for any
damages caused by the use of such content unless damages have been caused by SAP's gross negligence or willful misconduct.
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The purpose of experimental features is to get feedback early on, allowing customers and partners to influence the future product accordingly. By providing your feedback
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SAP supports a culture of diversity and inclusion. Whenever possible, we use unbiased language in our documentation to refer to people of all cultures, ethnicities, genders,
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46 PUBLIC Important Disclaimers and Legal Information
Important Disclaimers and Legal Information PUBLIC 47
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Setting Up Service Order Management (41Z)

THE BEST RUN

Setting Up Service Order Management (41Z)

Setting Up Service Order Management (41Z)

For restrictions in SAP S/4HANA Service, refer to SAP Note 3330419

Setting Up Service Order Management (41Z)

Setting Up Service Order Management (41Z)

3.1 Organizational Model

3.1.1 Setting Up Integration Between Business Partners and

Setting Up Service Order Management (41Z)

Transaction code SPRO

2. Maintain the following settings:

Group Sem.abbr. Value abbr Description

HRALX HRAC X Activate HR Integration

HRALX OBPON ON Integration O-BP Activated

HRALX ONUMB 1 Business Partner Number Assignment (Org. Unit)

HRALX OSUBG <empty> Business Partner Subgroup (Organizational Unit)

3. Save your settings.

3.1.2 Copying S/4HANA Sales Structure to S/4HANA Service

Transaction code SPRO

Setting Up Service Order Management (41Z)

Field Name User action and values

SD Sales Organization 1710

SD Sales Office 170

SD Sales Group 170

3. At the right bottom of the screen, choose Generate selected lines.

5. Confirm the Save CRM Organizational Structure pop-up with Yes.

3.1.3 Creating Organizational Structure for Sales

Setting Up Service Order Management (41Z)

SAP Fiori Launchpad Operations → Search Organizations

2. On the Search: Organizational Model screen, choose Root Organizational Unit.

Field Name User action and values

Description Global Company

Field Name User action and values

Street/House No. Hillview Avenue 3410

City Palo Alto

Postal code 94304

4. Save your settings.

Table 1: Dom. Sales Org US (1710) as Sub-Node of <Global Company>

Field Name User action and values

Description Dom. Sales Org US

Field Name User action and values

Street/House No. Hillview Avenue 3410

City Palo Alto

Setting Up Service Order Management (41Z)

Field Name User action and values

Sales Organization active

Allow Org. Unit to be Determined

Field Name User action and values

Field Name User action and values

Sales Tupel 1000

Sales Ref. currency for document USD

Sales Distribution Channel 10

Sales Postal Code 00000 99999

Field Name User action and values

Description Sales Office 170

Field Name User action and values

Street/House No. Hillview Avenue 3410

Setting Up Service Order Management (41Z)

Postal code 94304

Field Name User action and values

Sales Office Active