CRM Service

Test case

Test Case: End-to-end test In-House Repair VARIANT 1 Scenario: Region/Cpny : Variant (opt.):
In-House Repair

This document describes the first of five variants of end-toend test cases for in-house repairs. Variant 1: - with quotation - with subcontracting - without purchasing of a spare part to order - without advanced shipment - billable - Pump repaired (not replaced, returned or scrapped) Variant 2: as variant 1, but w/o quotation under warranty Variant 3: as variant 1, but w/o quotation as goodwill Variant 4: the repair is not carried out. Instead, a new pump is sold. Variant 5: the repair is not carried out. Instead the pump is scrapped and the inspection fee charged. In Field Service, the same service order type is used. Purchasing of non-stock materials to order and advanced shipment is included in the end-to-end test cases for Field Service.

Priority: System
Revision History Date 25.06.2008 14.07.2008 12.02.2009 Version 1 2 3

High Z20 / Q20

Revision

Status

Author GNLMJG GNLMJG GNLMJG

Comment Original Test Case Template test case Update, GR

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1 Test
End to end test of in-house repair process from customer request to invoice and order settlement.

1.1 Test description

A service notification is created to capture the customer requests to repair a pump. A RMA is sent and the pump received. An acknowledgement of the receipt is sent to the customer. After diagnosis the repair cost is calculated in the service order and a quotation sent to the customer. The customer decides if the pump will be repaired or replaced and will always have the option to have the pump scrapped or returned unrepaired. The quotation is accepted and the service order released. If the quotation is rejected, the service order will not be executed. A (blocked) billing request is automatically generated based on the accepted quotation. Parts are issued from the warehouse and the repair is executed. Repair of the motor is subcontracted. Completion of the subcontracted work is confirmed by a goods receipt posting in relation to the Purchase Order. Later, the vendor invoice is received. The hours worked are confirmed and the job is technically completed. The pump is sent back to the customer. The billing request is checked and unblocked to send the invoice. The service order is settled to CO-PA.

1.2 Test data

Data type
Sales organization Distribution channel Division Sales Office Sales Group Planning plant Planner Group Maintenance Plant Work center Personnel nr (technician) Storage location (central) Storage location (service) Purchasing Organization Purchasing Group Sold-to party Ship-to party Service product Vendor (for subcontracting) Equipment

Value
03 01

Description
Srv.Pumps/Mot/Spare Sales

0001 0002

Main Warehouse Service

CS102000 Created during test

In-house Repair

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Material (equipment) Material (part on stock) Notification type Service Order type Billing type

WT ZCS2 ZL2

Workshop Template Template Service Order GT: Service Invoice

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1.3 Prerequisites
Maintain user defaults for Organizational data via Extra Settings Default values in the service notification or service order. Master data must have been set up: The sales views of service materials and service products must be created for the local sales organization and plant (MM01). See S01.M02_BPP_Service Products.doc and S01.M02_BPP_Service Materials.doc. Activity types have been created in the system (KL01) and must have a cost rate (KP26) Sets used in DIP must have been created in the system (GS01) Cost element groups PMCS* must have been created in the system (KAH1). Work center(s) must have been created for the local plant and personnel numbers must have been assigned to the HR work center (IR01). Sales prices (YR00) must have been maintained for the service materials that are used to quote and/or bill work and travel hours and mileage. Surcharges (ZSUS) must have been maintained for the service materials that are used to quote and/or bill expenses and subcontracted work. Condition type Z968 needs to be maintained for warranty and goodwill.

1.4 Other relevant material

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1.5 Test steps

Step Process / Process Step Name Create notification (WT) 1 Create notification (WT) with customer request 1a Enter description, assembly, sold-to partner, ship-to partner. Transaction code IW51 IW51 Specific focus CS CS Description, sold-to party and ship-to party are mandatory fields. Credit limit checked for payer belonging to entered sold-to party. Expected result Result WT Long text may be entered on Comment/process status view. Equipment would be entered if it can be identified based on customer info and master data already exists. Contact person may be selected if existing or created for sold-to party at contact person address tab. Reported by user ID and time automatically entered via Goto Reported by Required start date is defaulted to todays date and end date not reset according to priority. Organization data is defaulted based on (user) defaults. IW 51 action box IW52, service notification print notification IW52 action box IW52 action box IW52, service notification print notification IQ02/IE08 CS CS Task 05 of WT-ACTBOX is set with status TSCO on comment/process status view. Form printed requesting customer to send pump with RMA. Task 10 of WT-ACTBOX is set with status TSCO on comment/process status view. Task 15 of WT-ACTBOX is set with status TSCO on comment/process status view. Form printed confirming the customer that pump has been received. Equipment created Comments Tester Test date OK?

1b 1c

Optional: reported by (user ID), date and time. Optional: Execution data - priority, effect, breakdown yes/no - required start and end date - main work center / maint. plant - planner group and planning plant - sales organizational data Repair request received Print and send RMA (shop paper ZXXR) RMA send to customer Pump has been received Print and send confirmation that pump has been received (shop paper ZXXN) Create equipment with reference to

IW51 IW51

CS CS

1d 2a

2b 3a 3b

CS CS CS

CS

Optional depending on pump type

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See Unit Test Create Equipment IW52 action box CS Task 20 of WT-ACTBOX is set with status TSCO on comment/process status view. and customer / market segment Inspection report is local non-SAP form. Inspection report is basis for quotation. Order type defaulted to ZCS2. Planning plant, maintenance plant and main work center can be defaulted according to user ID. Factory calendar does not allow start and end dates in the weekend in notification (can be changed in order, despite warning) Choose service product from correct material group (search L) Existing master data or created at step 3b. Optional depending on pump type and customer / market segment. Tab operations. The first operation can also be entered on the central header screen. Work center / plant and control key (SM01) should be defaulted. Tab operations. The first operation can also be entered on the central header screen. Work center / plant and default control key (SM01) must be changed. Purchasing organization, material group and G/L account defaulted. Purchasing group can be defaulted in user defaults.

material and enter in notification. Create Service Order (ZCS2) 5. Perform inspection and compile inspection report. 6a Create service Order Specify - Order type - planning plant - main work center / plant

IW52, button <Serv.Order>

CS

6b 6c 7a

Enter service product, quantity and accounting indicator = 10 Enter equipment (copied from notification) Enter internal operation(s): Pump repair. Enter duration (number of hours) and task description. Check activity type. Enter External operation(s): Motor repair. Use control key SM02 external

IW52 / IW32 IW52 / IW32 IW52 / IW32

CS CS CS calculation executed

7b

IW52 / IW32

CS

7c

Enter purchasing data for external operation: - price - vendor - description - requisitioner - purchasing group / organisation. Enter stock item and required quantity in component list, for operation 0010.

IW52 / IW32

CS

IW52 / IW32

CS

Item category L and procurement type reservation for order determined. Plant defaulted.

Reservation /

Storage location can be defaulted with a user parameter (LAG). Plant/Storage location stock can be checked on SLoc field and F4.

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Backflush indicator has been automatically removed. 9 Save order IW52 / IW31 CS CS Cost calculated, order created with status CRTD. Quotation created Service order status QUCR. ZCS2 ZAE Check quantity / amount / percentage of order cost to be transferred and sales prices. Create Service quotation (ZAE) 10a Create quotation, enter valid-to date. DP80 Overwrite description for external operation to motor repair (service material Z9999880) 10b Print and send quotation Accept quotation, release order 11a Quotation has been received 11b 12 Enter customer PO # and date in service order and accept quotation Release service order.

VA22 IW52 action box IW32 Order Functions Accept quotation. IW32

SD CS CS CS Task 35 of WT-ACTBOX is set with status TSCO on comment/process status view. Service DMR created Order status QUAC Order status REL. Credit limit check performed. Status CCOK. When status CNOK, order must be unblocked before it can be released. Purchase Requisition created for subcontracted task.

ZDRS PR /

Order cannot be released before quotation is accepted. ATP check. If all materials are available, order gets status MACM (material committed). If parts are missing, user is informed and can decide whether or not to release the order; order gets status MSPT (material shortage). MMBE provides stock overview.

13

Save service order and notification. IW32 CS Check document flow and cost. Transfer Stock from central warehouse to service against Reservation 14 Run MRP for MRP area service MD02 MM storage location.

15

Transfer stock from central MB1B (311) warehouse to service storage location. Print GI slip. Purchase subcontracted task. 16 Create Purchase Order from ME21N Purchase requisition Dispatch Engineer, pick parts and start repair 17a Assign technician to service order IW32 operation.

MM

Stock transfer requisition (reservation for main storage location) created if material is not available in service storage location. Stock transferred

Reservation

Mat doc

MM CS

PO / This could also be done at an earlier stage (order creation or release).

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IW32 CS Order Print Order. Alternatively, Put in process is a combination of order release and printing of shop papers. Task 45 of WT-ACTBOX is set with status TSCO on comment/process status view. Actual cost on order Task 50 of WT-ACTBOX is set with status TSCO on comment/process status view. Actual order cost for hours Actual cost for stock items Order status TECO Mat. Doc. Template change to be approved by CAB Current (paper) service report is used. Stock item issued from service storage location. When the job is done, set status TECO to delete any outstanding requirements and prevent creating new. Service administration (confirmation of hours, goods issue, invoice receipt) is still possible until order will be closed (CLSD). Packing and shipping of the pump is not supported by system.

17b

Print service order report (shop paper ZXXO) and Parts Issue Form (shop paper ZXXP) Pick parts from warehouse and start Repair

17c

IW52 action box

CS

Service confirmation and technical completion 18 Confirm completion of subcontracted MIGO work (GR) 19 Finish repair, write service report. IW52 action box 20a 20b 20c Confirm hours Confirm parts used Complete order technically IW42 IW42 IW42

MM CS CS CS CS

Confirmation / Mat. Doc.

21

Check document flow and cost overview of service order. 22 Send pump to customer and send notification with test report / service report. Service Order Billing 23 Service is ready to be invoiced 24 Check and unblock debit memo request. Enter order reason YE1 Service Invoice Bill service order

IW32 IW52 action box Service notification print notification IW52 action box VA02

CS CS Task 65 of WT-ACTBOX is set with status TSCO on comment/process status view. Task 70 of WT-ACTBOX is set with status TSCO on comment/process status view. SD

25

VF04 / VF01 / VA02 Sales document billing MIRO

SD

ZL2

Select all unblocked, order-related billing documents with billing type ZL2 that are due in transaction VF04. Actual cost on service order may be adjusted if invoice amount is different from GR amount. The CO-Area needs to have been

Receive vendor invoice 26 Invoice receipt for motor repair Settle and close service order 27 Settle service order (to CO-PA)

MM/FI

Invoice doc.

KO88

CO

Sender: service order

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Receiver: PSG set. Possibility to perform test run before actual settlement. Collective settlement possible with transaction KO8G

Enter order number, settlement period and fiscal year. Deselect test run

28 29

Check postings on Service order Complete service order.

KOB1 IW32, button <complete (business)>

CO CS

COPA Order status CLSD Mass completion of order with transaction CO99. Warning: PR still w/o final billing indicator.

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