Create Service Order: User Manuals For Service Order - (Process Id OB-007) Ver 1.0

User Manuals for Service Order – (Process Id OB-007) Ver 1.
Create Service Order
Change History
Update the following table as necessary when this document is changed:
Date Name Change Description
30.07.2013 Harshad Patel Original Creation
22.03.2014 Harshad Patel Added text on page 20 to select expense
item in confirmation.
22.03.2014 Harshad Patel Added text on page 35 to enter inter-
company code for claiming charges from
respective store.
Confidential Page 1 of 58
User Manuals for Service Order – (Process Id OB-007) Ver 1.0
Trigger
Trigger this transaction to search and create service order without any reference.
Business Process Description Overview
You use service orders to record the details of a one-off service agreed upon by a
service provider and a service recipient. Service orders contain all the information
needed to plan, execute, and bill for a service.
You can document a customer service order by using a service order transaction
with items that are set up as service order items like service, spares, expense and
third-party service. You process service order on the service order screen.
Service order may be created manually or as a follow-up from already created
service request.
SACO has below scenario for service order and explained below.
 Field service and confirmation
 Warranty check, consideration and warranty claim
 Third-party service
 Advance payment
 Discount (Free service) approval
 Release for billing
Same transaction is used for services with reference to maintenance contract or

service project for confirmation.
Input - Required Fields R/O/C Field Value/Comments

Document Type R ZJO – SACO Job/Work order
Description O Short description of the order
Sold-to-party R Customer code
Employee responsible R Employee code who is responsible for

service order
Category R Service order category
External ref. No & Date O External reference No & Date
Priority R Priority of the order
Start date R Start date of the service order
End date R End date of the service order
Service product R Services required as item
Service spare O Spare parts/material required as item if any

parts/material
Expense O Expense as item if any
Quantity and Unit R Quantity and unit of product items
Notes O Long description
Price R Price of the service/spares/expense
Output - Results Comments

Service order number Service order number generated by
system
Tips and Tricks

All screen mandatory fields are required to be entered and configuration mandatory
field will generate errors if not entered.
Purpose
Use this procedure to create a service order requirement in SAP.
Prerequisites
 Customer and employee master data
 Product and price master data
Menu Path
Use the following menu path(s) to begin this transaction from Portal main
screen:
 Select CRM Services  Service Orders  Service Orders to go to the
Search: Service Order screen.
 You can also directly go to path CRM Services  Home and click on link
‘Service Order’ from ‘Search’ or ‘Create’ assignment blocks. You can
search and create any business transactions from here based on your
authorization.
Transaction Code
NA
Helpful Hints
 Fields defaulted in configuration and personal settings can help you in
creating and searching the transaction faster
Procedure
 Start the transaction using the menu path.
SAP Portal
Search Service Order
 Click on ‘Full Screen’ button to expand the screen work area

 The below displayed screen will gives you a many of standard functionality to
search earlier created orders
 In ‘Search Criteria’ you can provide any criteria of your choice to search.
 User can add additional search criteria by clicking ‘+’ button.
 User can remove additional search criteria by clicking ‘-’ button.
 User can restrict/limit the number of search result appear while searching the
transactions.
 User can create and save ‘Saved search’ by providing fix criteria of his choice
and then giving proper name, so later it can be re-used without entering any
details.
 User can use ‘Clear’ button for clearing the criteria value entered or appearing.
 User can use ‘Hide Search Fields’ link to hide the search criteria screen block.

 After providing criteria and pressing button ‘Search’, system will display all
possible matching transactions. User can sort the result list by clicking any of the
field as per his need. The result list can also be exported to excel by clicking on
‘Export’ button.
 After providing criteria and pressing button ‘Search’, system will display all
possible matching transactions. User can sort the result list by clicking any of the
field as per his need.
 User can click on transaction number to open the details of it for processing.
 The result list can also be exported to excel by clicking on ‘Export’ button.

 To create new service order, user needs to click on ‘New’ Button.
 Please note that If you have not searched any transaction before creating new
transaction then no any criteria or result list will shown on screen.
 By Clicking on new button, system will show popup to choose transaction type to
create. Select the transaction type ‘ZJO’ for ‘SACO Job/Work order’.
 This is again based on your authorization. If you are authorized for single
transaction type per category, then popup will not appear and directly transaction
screen will appear for entry.
 The blank screen for service order will appear.

 Some of default value like current employee responsible based on user id,
category, priority, status, start & end date.
 The organization structure will determined automatically based on user
assignment in organization structure.
 User can search & enter sold-to-party code for customer by taking drop-down
help and select from search result by selecting specific row.
 Once sold-to-party is entered or searched, the name will automatically appear.

 Enter the transaction description, change default category, change default
priority, change the dates as per need.
 Enter reference object/product if any for service order
 Select the categorization based on need and provide note as description.
 If any error is transaction, will appear as RED circle and user can expand it by
clicking on it and take proper action to remove it.
Notes: Go to ‘Notes’ Assignment Block by scrolling vertically

 Enter Additional text by clicking on ‘New’ button. This will open new area where
additional text can be entered in proper text type. Back button will close that area
and bring to main original transaction screen.
Items: Go to ‘Items’ Assignment Block by scrolling vertically

 Enter required service product with quantity and unit.
 Enter the spares required if any with quantity and unit. Make sure the stock is
available in respective region store.
 The service and spares parts rate will be determined automatically and net value
will appear if maintained in master data. For spares, if any discount maintained
then it also determined and applied automatically on spares price. Additional item
details can be viewed by going in item details.
 Enter the ‘EXPENSE’ as product for charging any other expense which is not
covered in service and/or spares.
 Service product and spares can be searched by taking drop-down help.
 Manual price per unit can be entered as shown in case of service and expense.
This is not applicable for spares.
Parties Involved: Go to ‘Parties Involved’ Assignment Block by scrolling vertically

 The different partners involved in transaction are automatically determined and
added while entering Sold-to-party initially based on partner determination
procedure assigned to transaction.
 Go to last blank row, take drop-down and select partner function ‘Department’
and enter the department code in name column which is responsible for this
transaction.
 Once department is entered, the manager of the department will automatically

determined and added in partner list.
Price Details: Go to ‘Price Details’ Assignment Block by scrolling vertically

 The overall price determined and calculated like price, discount if any and net
value will automatically appear in this assignment block.
Organization Data: Go to ‘Organization Data’ Assignment Block by scrolling

vertically
 The organization data like sales organization for service, distribution channel,
division, sales office, service organization (center) automatically determined
based on user assignment in organization structure assignment and will
automatically appear in this assignment block.
 For saving the service order, user needs to go to main top screen and need to
click on ‘Save’ button.
 Once service order is saved, unique ID is automatically generated and appears

in this field. The message will also appear on the screen with transaction
number.
 For spares parts/service material if entered then system will generate material
reservation with quantity specified and it will appear in transaction history.
 By clicking on material reservation transaction number, system will open the SAP
R/3 material reservation screen.
 For changing status, user needs to click on ‘Edit’ button from main screen, so
screen will appear in edit mode. Take a status drop-down and select the proper
status as per need and save.
 Set the status as either ‘Under repair’ or ‘Released’ as applicable and save. This
will generate billing due list for billing and then it can be billed any time during
execution of order.
 Se the status as appropriate as when required to have current status.
 For print preview and print the service order, click on 'Print Preview’ button, so
popup window will appear for print view.
 It can be printed from this view for submitting to customer or record.
 The service order is assigned to respective engineer by entering his employee

code in field ’Employee responsible’ and hence it will appear in his assigned list.
 The dates, status, notes etc. can be updated anytime during life cycle of the
transaction as per need and progress.
Note: Before completing the service order,

o All services hours worked by technician need to be confirmed for costing.
o Any spares if used need to be confirmed for material consumption posting.
o If service is provided under warranty, then warranty claim need to be
created.
Create Service Confirmation from Service order
 After completing the service, engineer has to confirm the services done and
spares parts used if any. For creating service confirmation as follow-up from
service order, user needs to go to main top screen of service order and need to
click on ‘Follow-up’ button to create service confirmation.
 After clicking ‘Create Follow-Up’ button, a popup will appear to choose service
confirmation type. Select ‘SACO Comp. Confirm.’
Create Service Confirmation from Service order

 After selecting service confirmation type, system will open the new screen for
target transaction with all relevant data copied from previous service order and
system will show popup to choose applicable items from previous order. Select
the applicable items as per need and click on button ‘Choose’. This will copy
selected items in new service confirmation. Expense items is also now applicable
for confirmation and need to be selected while confirmation creation. It will now
appear as green in below selection popup screen.
 Service confirmation overview screen with data copied from service order. Enter
‘Executing service engineer’ code that performed the service. By default, the user
employee code will appear in this field if user id is assigned to employee master
data.
 Items assignment block with data copied from previous service order.
 Take drop-down on show field and select ‘Service Item’
 Enter the ‘Duration’ and ‘Time unit‘ as per engineer time taken in providing
services.
 For saving the service confirmation, user needs to go to main top screen and
need to click on ‘Save’ button.
 Once service confirmation is saved, unique order ID will be automatically

generated and appear in this field ID. The message will also appear on the
screen with transaction number.
 The ‘Transaction History’ will be updated in confirmation for linked service order
as document flow.
 Complete the confirmation by changing status and save.
Completing the original SACO Job/Work order
Add the payment conditions

 Before completing the reference service order, the payment condition needs to
be entered if any payment is collected, otherwise system will throw error for the
same.
 For adding payment conditions, go to header ‘Price Details’ and click on ‘Add’
button
 After clicking, a popup like below will appear to choose payment condition. Select
the proper condition as per the payment given by customer. You can add multiple
payment condition also for total payment amount.
 Select Cash –ZPCS (for example) here.
 After adding the condition screen look like below. Enter the value against that
condition.
 Finally the total payment due should be 0 (zero).
 Complete the order by going in edit mode, changing status and save.
Release for Billing

 Service order need to be released for billing. Once you complete the service
order, then only it will appear in Release for billing.
 For ‘Release for Billing’, Go to Select CRM Services -> Billing  Release for
Billing.
Release for Billing

 The below displayed screen will gives you a many of standard functionality to
search orders
 In ‘Search Criteria’ you can provide any criteria of your choice to search.
 User can add additional search criteria by clicking ‘+’ button.
 User can remove additional search criteria by clicking ‘-’ button.
 User can restrict/limit the number of search result appear while searching the
transactions.
 Provide the repair confirmation number in ‘Transaction ID’ and click on ‘Search’
button. By doing this, it will search the transaction and detail will appear in result
list.
 Select the rows to be released, so the button ‘Release for Billing’ gets activated.
Click on that, will release those selected items and remove from list. You can
also select all items by clicking on ‘Select All’ toggle icon.
 Once released from here, it will appear in Billing due list for Billing.
Create Service Order for Warranty – SAP Sales

 First article serial number is checked from the customer invoice whether sold by
SACO through SAP or not and warranty service is provided only if sold by SACO.
 To check the same, go to menu-path SAP Retail -> ECC Article Sr. No. if sold
from SAP. So on left the screen will appear for ‘Article serial number’
 Enter the serial number and execute as shown below.
Create Service Order for Warranty – SAP Sales

 If it is sold by SACO from SAP, it will appear as below. Otherwise message like
‘No objects could be selected’ will appear at bottom. If appears here, then check
the invoice date and warranty service is provided as per SACO norms.
Create Service Order for Warranty – POS Sales

 First article serial number is checked from the customer invoice whether sold by
SACO through POS or not and warranty service is provided only if sold by
SACO.
 To check the same, go to menu-path SAP Retail -> POS Article Sr. No. if sold
from POS. So on left the screen will appear for ‘POS Sales: Serial No. Details’
 Enter the serial number and execute as shown below.
Create Service Order for Warranty – POS Sales

 If it is sold by SACO from POS, it will appear as below. Otherwise no any record
will appear. If appears here, then check the invoice date and warranty service is
provided as per SACO norms.
Create Service Order for Warranty

 Now create the new service order through menu path CRM Services  Service
Orders  Service Orders as explained earlier and enter the sold-to-party,
priority, category, dates, description etc.
 Take a drop-down help for ‘Component’ field.
 A popup will appear and from there select search for ‘Component using
Component Data’ and click on search.
 The list for all valid warranty components will appear. Select proper component
for warranty which was assigned to article (as checked & assigned in article).
Create Service Order for Warranty

 After selection of warranty component, the details will appear on the screen.
 Items: Now enter the service product, spares part and expense item if any as
normal service order. The net value will be reset to 0 (zero) due to warranty if
applicable to respective item/product based on accounting indicator assigned to
the warranty entered.
 Price Details: The accounting indicator reset the total charges to 0 (zero). This is
overall header pricing details. User can view the details of specific item pricing by
going to item’s ‘Price Details’ assignment block.
 Rest of the process remains same for service execution, billing and confirmation
as explained earlier.
Create Warranty Claim from Service Order (for Warranty Service)

 Once service order with warranty is completed, warranty claim need to be
created for claiming cost from treading company.
 For creating warranty claim, user needs to go to main top screen and need to
click on ‘Follow-up’ button to create warranty claim with reference to service
order.
 After clicking ‘Create Follow-Up’ button, a popup will appear to choose warranty
claim type. Select ‘SACO Warranty Claim’.

 After selecting warranty claim type, system will open the new screen for target
transaction with all relevant data copied from previous order and system will
show popup to choose items from previous order. Select the all items or as per
need and click on button ‘Choose’. This will copy selected items in new warranty
claim.
 Warranty claim overview screen with data copied from service order. User have
to enter respective the store/vendor code, bill-to-party and payer (Same code for
all) to generate claim on that code id. Make sure you use inter-company code
mapped against that respective store code, otherwise you will face error while
posting (transferring) billing in R/3 finance.

 Items and Parties Involved assignment block with data copied from previous
service order.
 The ‘Price Details’ and ‘Organization Data’ assignment block with data copied
from previous quotation.
 The ‘Transaction History’ assignment block will show the link of previous
transaction. User can directly open the same from here by clicking on link.

 For saving the warranty claim, user needs to go to main top screen and need
to click on ‘Save’ button.
 Once warranty claim is saved, unique order ID will be automatically generated

and appear in this field ID. The message will also appear on the screen with
transaction number.
 For print preview and print warranty claim, you can use the ‘Print Preview’ button.

 Edit the warranty claim, set the status ‘Released’ and set the Communication
‘Sent to Supplier’. By releasing warranty, all items get released.
 Edit the warranty claim, set the Communication ‘Returned from Supplier’.
 Go to item -> Edit List and set the acceptance as ‘Accepted by Supplier’
 Once entered, save the warranty claim
 Once warranty claim is billed, it can be completed by setting status as

‘Completed’ and save.

 To add debit memo item for each line item, go to main screen, click on ‘Edit’,
then click on ‘Actions’ button, so a popup will appear for each item action for
warranty claim debit memo sub-item.
 Process each action by selecting one by one. By processing each action, sub-
item for debit memo gets added for each item with status ‘Open’ and main item
get completed
 Release the newly added sub-items and save the warranty claim. This will
generate billing due list for claims and can be billed from ‘Billing Due List’
options.
 Compete the warranty claim by setting main status ‘Completed’ and save. Once
warranty claim is completed, it can be billed.
Search Warranty Claim

 User can search already created warranty claim by menu path
 Provide the search criteria as per need and click ‘Search’ button. Hence system
will search the matching record and display in result list.
 User can open specific warranty claim by clicking on ID. It will open the warranty
claim screen and processed further as explained earlier.
Service Order for Third party service

 For third party service, the process remains same as normal service order. Only
change is the item category for service item need to be manually changed to
‘Thirdparty service’.
 Enter the service product, quantity and unit and change the item category as
‘Thirdparty service’.
 Release the service order and save. This will generate service purchase
requisition in SAP R/3 system for service procurement and related subsequent
execution of vendor management, execution and payment as per R/3 purchase
cycle.
 Transaction History with generated purchase requisition. Click on transaction
link, will open that purchase requisition from SAP R/3 system.
 Purchase requisition from SAP R/3 screen
 Once a service is completed by third-party, customer can be billed through

service order as normal service order cycle.
 Third-party service item cannot be confirmed as it is executed by third-party.
Service Discount Approval

 Discount approval is required in case of discount is given on services or in case
of free service. The free service is treated as 100% discount on services.
Discount is given initially while creating order, before starting service or field
repair.
 For giving discount on services, user has to enter the service product and service
price as shown below.
 For giving discount on services, user has to go to item details by clicking on ‘Edit’
icon in first actions columns as show above. So details for that item will be
opened.
 Scroll down vertically for that item and go to ‘Price Details’ assignment block.
Then click on ‘Add’ button to add discount pricing element. Alternatively you can
click on ‘Insert’ button also.
 After clicking, a popup like below will appear to choose discount condition.
 Select ‘Absolute Discount’ – ZRB0 condition (pricing element ID) from popup.
 After adding the Price element ID for discount, the screen will look like below.
Enter the discount value against that condition.
 The net payable will automatically adjust accordingly.
 Go back to main screen and add other service item if any required with price and
discount as per need.
 For entering ‘Reason for Discount’ text, go to main ‘Notes’ assignment block and
click on ‘New’ button as shown.
 Once you click on new button, detail will be opened as shown below. Take drop
down on ‘Text Type’ and choose ‘Reason for Discount’.
 Enter the details for discount and click on ‘Back’ Button.
 Once you come back then ‘Notes’ will appear as below.
 After entering discount and reason for discount, go to main screen, set the status
as ‘Sent for Discount Approval’ and save.
 System will not allow setting other status without approval in case discount is
given.
 Once saved and sent for approval, it will generate the workflow to the respective
authorized person based on discount given. System will not allow you to change
the document until the workflow gets completed.
 You can see the approver name to whom it went for approval and pending for
action. That person also get email alert for the same in outlook.
 The approver can see the mail details in ‘Universal Worklist’ as shown below.
 After selecting that row and scrolling down vertically, approver will see the
discount approval mail details came for approval.
The approval work-item will appear in ‘Tasks’ details as shown. This is for either
Approval or Rejection decision.
 Once user click on subject, then popup window like below will appear with details
to approve or reject.
 User as approver can click on link of the document to see the details of the order
and to edit anything like remark for approval/rejection.
 Finally approver can select either ‘Approve’ or ‘Reject’ from those shown button.
Here we assumed, he approved in this case.
 Below message will appear after executing decision. Same cannot be changed
after re-selecting button as that action got invalid after first selection.
 User who created the service order will get the mail notification either for
approved or rejection as per the case.
 The service order user who created the order can see the mail details in
‘Universal Worklist’ as shown below for the decision made by approver.
 After selecting that row and scrolling down vertically, approver will see the
discount approval mail details came for approval.
 The service order status is changed as ‘Discount Approved’. Then it can be

edited for other purpose, but discount value cannot be changed after approval.
User cannot set this discount status himself. Approval cannot taken later after
executing services.
 The ‘Workflow’ assignment block shows the whole history of the approval cycle.
 Then the order is processed as normal service order as explained earlier.
Service Order with Advance Payment

For taking advance against service order, you first have to create service order with
service item as explained earlier and save. Then follow-up service order for service
payment needs to be collected. Once it is billed, the previous service order’s first
service item is updated for that service advance to reduce final billing of that order.
The advance is treated as revenue and same will reduce while final service orders
billing.
Assume you have created service order with service item ‘REPAIR’ for example as
shown below.
 Item with service product ‘REPAIR’ having 1 HR service with charge 500 SAR
 The ‘Price Details’ will be like below for above item with net payable value as 500
SAR.
 Now to take advance payment, user needs to go top and need to click on ‘Create
Follow-Up’ button as shown below.
 Once you click on that button, a popup windw will open as shown below to select
the type of follow-up you want to create. For service advance, you need to select
‘SACO Srv. Payment’ as shown below.
 After clicking, new transaction window will appear as shown below with details
copied from previous order along with other default value.
 Now go to ‘Items’ as shown below and add product id as ‘ADVANCE’ with

quantity 1 with unit as ‘AU’. Then enter the advance value in manual price
column.
 Once you enter the same, the net value of payment order will be updated with
your value. Then save the order.
 After saving, the new number for service payment order will be generated as
shown below
 The transaction history will also update for previous service order for which you
created the follow-up service payment order.
Add the payment conditions

 Now before completing the service payment order, the payment condition needs
to be entered, otherwise system will throw error for the same while completing.
 For adding payment conditions, go to header ‘Price Details’ and click on ‘Add’
button
 After clicking, a popup like below will appear to choose payment condition. Select
the proper condition as per the payment given by customer. You can add multiple
payment condition also for total payment amount.
 Select Cash –ZPCS (for example) here.
 Once you select, same is added in list as shown below. Then enter the payment
value in price column. You can add other payment condition same way, but total
should match with item value.
 Once you add the payment conditions, the price details will appear as shown
below.
 Release and then after complete the service payment order by changing status
and save.
 Once payment order is ‘Released for Billing’ and Billed, the advance amount is
updated in main order’s (Previous order’s) first service item and total net value is
reduced by that advance amount for final service order billing.
 This now finally billed after executing service order and collecting payment.
You have completed this transaction.
Result
You have created the service order and confirmed by creating service
confirmation. We have seen the scenario of advance payment, warranty
service order and warranty claim.
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Create Service Order: User Manuals For Service Order - (Process Id OB-007) Ver 1.0

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User Manuals for Service Order – (Process Id OB-007) Ver 1.

Create Service Order

Same transaction is used for services with reference to maintenance contract or

Input - Required Fields R/O/C Field Value/Comments

Description O Short description of the order

Sold-to-party R Customer code

Employee responsible R Employee code who is responsible for

Category R Service order category

External ref. No & Date O External reference No & Date

Priority R Priority of the order

Start date R Start date of the service order

End date R End date of the service order

Service product R Services required as item

Service spare O Spare parts/material required as item if any

Expense O Expense as item if any

Quantity and Unit R Quantity and unit of product items

Notes O Long description

Price R Price of the service/spares/expense

Output - Results Comments

Tips and Tricks

Search Service Order

 Click on ‘Full Screen’ button to expand the screen work area

Search Service Order

Search Service Order

Create Service Order

Create Service Order

 The blank screen for service order will appear.

Create Service Order

 Once sold-to-party is entered or searched, the name will automatically appear.

Notes: Go to ‘Notes’ Assignment Block by scrolling vertically

Items: Go to ‘Items’ Assignment Block by scrolling vertically

Parties Involved: Go to ‘Parties Involved’ Assignment Block by scrolling vertically

 Once department is entered, the manager of the department will automatically

Price Details: Go to ‘Price Details’ Assignment Block by scrolling vertically

Organization Data: Go to ‘Organization Data’ Assignment Block by scrolling

Create Service Order

 Once service order is saved, unique ID is automatically generated and appears

 It can be printed from this view for submitting to customer or record.

 The service order is assigned to respective engineer by entering his employee

Note: Before completing the service order,

Create Service Confirmation from Service order

Create Service Confirmation from Service order

 Take drop-down on show field and select ‘Service Item’

 Once service confirmation is saved, unique order ID will be automatically

 Complete the confirmation by changing status and save.

Completing the original SACO Job/Work order

Add the payment conditions

 Finally the total payment due should be 0 (zero).

Release for Billing

Release for Billing

Create Service Order for Warranty – SAP Sales

Create Service Order for Warranty – SAP Sales

Create Service Order for Warranty – POS Sales

Create Service Order for Warranty – POS Sales

Create Service Order for Warranty

Create Service Order for Warranty

Create Warranty Claim from Service Order (for Warranty Service)

Create Warranty Claim from Service Order (for Warranty Service)

Create Warranty Claim from Service Order (for Warranty Service)

Create Warranty Claim from Service Order (for Warranty Service)

 Once warranty claim is saved, unique order ID will be automatically generated

Create Warranty Claim from Service Order (for Warranty Service)

 Once warranty claim is billed, it can be completed by setting status as